Refund policy

The Premium Shisha is operated by Jai Samadhi Pty Ltd, ABN 56 693 253 940.

Nothing in this policy limits your rights under the Australian Consumer Law.

Last updated: 10 August 2026

1. Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Those guarantees apply to every product we sell, including shisha tobacco.

If a product has a major failure, you choose whether you want a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If the failure is not a major one, we may choose to repair the product, replace it, or provide another remedy allowed by the Australian Consumer Law.

2. If an item arrives damaged, faulty, incorrect or not as described

Contact us as soon as you can. Please tell us within 24 hours of delivery, or within 24 hours of collecting the parcel, and send photographs of the packaging, the label and the item.

We ask for 24 hours because damage in transit is claimed against the carrier and the carrier's claim window is short. Telling us quickly is what allows that claim to be made. Contacting us later does not affect your rights under the Australian Consumer Law.

Where the problem is our error or a consumer guarantee has not been met, we pay the return postage or send you a prepaid label, and we pay to send the replacement.

3. Change of mind

We do not offer a refund or an exchange if you change your mind, or if you ordered the wrong item. For health and safety reasons we cannot accept an item that has been opened or used. This does not affect your rights under section 1.

4. Goodwill returns

Apart from the situations in section 2, we may at our discretion accept the return of an unopened item in its original sealed packaging and issue store credit.

This is a goodwill arrangement rather than a right. It applies only to products other than shisha tobacco. It never applies to a faulty, damaged or incorrect item, which is dealt with under section 2.

  • Contact us first. We cannot accept a return that was sent back without approval.
  • You pay the postage both ways.
  • A handling fee of up to 15 per cent may be deducted to cover inspection and handling.
  • We cannot accept an item with a broken or tampered seal.
  • The outcome is store credit. A refund to your original payment method is not available for a goodwill return.

5. How to make a request

  1. Email us with your order number, what the problem is, and photographs where relevant.
  2. We assess it and send you return instructions, or a prepaid label where section 2 applies.
  3. Once the item reaches us we inspect it. We aim to assess a return within 3 business days of receiving it.
  4. We then provide the remedy. A refund is made to your original payment method where possible, or to a bank account you nominate. A replacement is usually sent within 7 business days of approval.

6. When we may decline a return

We may decline a return where the item has been used, opened, tampered with or contaminated, where parts are missing, where it is not an item we sent, or where it was sent back without approval. This does not apply to a claim under the Australian Consumer Law.

7. Proof of purchase

Please have your order number or your receipt when you contact us.

8. Shipping and risk

Delivery, Authority to Leave and the point at which risk passes to you are covered by our Shipping Policy. A return remains at your risk until it reaches us, unless we provided a prepaid label.

9. Contact

Email: support@thepremiumshisha.com.au
Phone: 0499 744 742
Post: Factory 20 / 573 Burwood Highway, Knoxfield VIC 3180, Australia

Our trading hours are in our Contact Information policy.