Return & Refund Policy

Last updated: February 27th, 2026

This Refund Policy sets out Quench Australia’s approach to shipping issues, returns, and refunds. It operates alongside your rights under the Australian Consumer Law (ACL).

 

1) Delivery

We ship to Australia only. Orders are typically processed and dispatched within 1–2 business days (excluding peak periods).

Once an order is shipped, delivery timeframes are managed by the carrier. If you experience a delay, missing parcel, or delivery issue, contact us at hey@yourquench.com and we will assist you with the carrier investigation process. 

If your order arrives damaged, incomplete, or incorrect, contact us as soon as possible with your order number and photos so we can make it right. 


2) 100-day money-back guarantee (first order only)

We offer a 100-day money-back guarantee on your first Quench order only, starting from the day your order is delivered. 


To request a return or refund, email hey@yourquench with your order number and a brief explanation.


Eligibility rules (satisfaction guarantee):

  • Product must be returned in original packaging.
  • You may have used no more than two sachets total.
  • For variety packs, you may have tried no more than three flavours. 

 

Limits and anti-misuse:

  • The guarantee applies to one order per person, and first order only.
  • Misuse of the guarantee or promotional offers may result in ineligibility for refunds and/or restriction from future purchases.

 

Exclusions:

  • Promotional gifts, samples, and sale items are not eligible for return.
  • The money-back guarantee does not apply to any non-Quench merchandise or promotional gifts (if offered).

 

Requests made outside the 100-day window, or that exceed the usage limits above, are not eligible for the money-back guarantee. 


 

3) Damages and issues (wrong or faulty items)

Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or incorrect. We may request photos of the product and packaging to help us process a replacement or refund quickly. 


 

4) Exchanges

The fastest way to ensure you receive the correct item is to contact support. Where appropriate, we may arrange a replacement or ask you to return the original item and place a new order once approved. 


 

5) Subscription orders and “first subscription” offers (when offered)

If you purchase via Subscription, you agree your order will repeat at the frequency selected, unless you pause, skip, or cancel via your customer portal.


If we offer a “first subscription order” discount or bonus gift, it may be limited to new customers and first Subscription orders only, and may be subject to anti-misuse rules.


Cancellation window: For promotional first Subscription orders, we may apply a short hold window before cancellation can take effect, to allow for fulfilment, delivery, and fair product trial, and to prevent misuse of promotional offers. (The exact cutoff window will be shown at checkout and/or in your customer portal.) 


 

6) Refund processing

If your return is approved, refunds are processed to your original payment method within 10 business days after the return is received and inspected (bank processing times may vary). 


 

7) Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the ACL. If your product has a major failure, you may be entitled to a replacement or refund. If a product has a minor failure, you may be entitled to a repair or replacement.


 

8) Contact

For any questions about shipping, returns, subscriptions, or refunds, contact: hey@yourquench.com