Refund policy
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Jai Samadhi PTY LTD T/A The Premium Shisha | ABN: 56 693 253 940
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RETURNS & REFUNDS POLICY
The Premium Shisha
Operated by Jai Samadhi PTY LTD | ABN: 56 693 253 940
Effective Date: 8 March 2026
At The Premium Shisha, we aim to resolve issues quickly and fairly. This Policy explains when returns, replacements or refunds are available and how to lodge a request. Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).
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1. CHANGE OF MIND
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We do not accept returns or exchanges for change of mind or if the wrong item was ordered. For hygiene and safety reasons, we cannot accept opened or used items under any circumstance, except as required by law.
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2. IF YOUR ITEM ARRIVES DAMAGED, DEFECTIVE OR INCORRECT (ACL)
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If an item arrives damaged, defective, or not as described, contact us as soon as possible. We recommend notifying us within 24 hours of delivery with clear photos of the product and packaging to speed up assessment.
Failure to notify us within 24 hours will not limit your ACL rights.
Remedies (ACL):
• Where the issue is a MAJOR FAILURE, you can choose a replacement or refund.
• Where the issue is NOT A MAJOR FAILURE, we may choose a repair or replacement, or otherwise provide a remedy required by the ACL.
• If the issue is confirmed and it's our error (or a consumer guarantee failure), we will cover reasonable return shipping or provide a prepaid label, and we'll cover re-delivery of the replacement.
What we need from you: order number, description of the issue, and photos showing the problem and the parcel label/packaging.
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3. DISCRETIONARY STORE CREDIT (RARE CASES)
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In limited cases (at our discretion), we may offer store credit for unused, unopened items in their original sealed packaging. Conditions:
• You must contact us before sending anything back. Unauthorised returns will be refused.
• Items must be received back in resaleable condition with all packaging and accessories.
• Shipping costs (original and return) are your responsibility.
• A processing/restocking fee (up to 15%) may apply to cover inspection and handling.
• Discretionary credit is not available for clearance items, gift cards, items marked "final sale", or any product with a broken/tamper seal.
Refunds to the original payment method are not available for discretionary returns. Discretionary outcomes are store credit only.
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4. RETURNS PROCESS
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1. Contact us — see "How to Contact Us" below. Provide your order number, a description of the issue, and photos (if applicable).
2. Assessment & approval — if approved, we'll send return instructions or a prepaid label where applicable.
3. Inspection — once received, we'll assess the item(s).
4. Outcome — we'll process the agreed remedy. Refunds (where required under the ACL) are made to the original payment method where practicable, otherwise to a nominated bank account. Assessment typically within 3 business days of receiving the return; store credit or replacement dispatch typically within 7 business days after approval/inspection.
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5. SHIPPING, RISK & PACKAGING
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• Please pack returns securely. Risk in return shipments remains with you until received by us, unless we provided a prepaid return label.
• If you selected Authority to Leave (ATL) at checkout, delivery is deemed complete when scanned as delivered at your address. For carrier loss/damage after a successful delivery scan, we will assist with a carrier enquiry, but outcomes depend on the carrier's investigation and any insurance chosen.
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6. WHEN WE MAY REFUSE A RETURN
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We may decline a return where items are used, opened, tampered with, missing parts, contaminated, not what we shipped, returned without prior approval, or otherwise not eligible under this Policy or the ACL.
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7. PROOF OF PURCHASE
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A valid order number or receipt is required for all requests.
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8. THIS POLICY & YOUR RIGHTS
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This Policy applies in addition to your rights under the Australian Consumer Law. If there is any inconsistency, the ACL prevails.
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TRADING HOURS
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Monday – Friday: 11:00 AM – 7:00 PM
Saturday & Sunday: 11:00 AM – 6:00 PM
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HOW TO CONTACT US
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Business Name: The Premium Shisha
Legal Entity: Jai Samadhi PTY LTD
ABN: 56 693 253 940
Email: support@thepremiumshisha.com.au
Phone: 0499 744 742
Address: 20/573 Burwood Highway, Knoxfield VIC 3180, Australia
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Jai Samadhi PTY LTD T/A The Premium Shisha | ABN: 56 693 253 940
20/573 Burwood Highway, Knoxfield VIC 3180 | 0499 744 742
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