Refund policy

Refund & Returns Policy

Omne-Trium Pty Ltd
ABN 81 685 263 834 | ACN 685 263 834
Email: support@omne-trium.com.au

Last updated: 1 April 2026

1. Your Consumer Guarantee Rights

Our products come with guarantees that cannot be excluded under the Australian Consumer Law ("ACL"). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes, or modifies your rights under the ACL.

2. Major Failure

A major failure includes a product that is:

  • Unsafe
  • Significantly different from its description or sample
  • Substantially unfit for its normal purpose and cannot easily be fixed

If a product has a major failure, you choose the remedy:

  • A full refund to your original payment method, or
  • A replacement

We cannot force store credit for a major failure.

3. Minor Failure

If a product has a minor failure (a problem that can be fixed within a reasonable time), we may choose to:

  • Repair the product
  • Replace the product, or
  • Refund you

4. Change of Mind

We do not offer returns or refunds for change of mind. Due to food safety and hygiene requirements, all sales are final unless the product is faulty, damaged, or significantly different from its description.

Your rights under the Australian Consumer Law are not affected.

5. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Photos of the damage or defect

We will arrange a replacement or full refund (including shipping costs) at no additional cost to you.

6. Lost in Transit

If your order has not arrived within a reasonable time after the estimated delivery date, contact us and we will investigate with the carrier. If the order is confirmed lost, we will send a replacement or issue a full refund — your choice.

7. Subscription Orders

Subscription orders are subject to the same return and refund terms as one-time purchases. If you wish to stop receiving future deliveries, you can skip, pause, or cancel your subscription at any time through your account (see our Terms & Conditions for subscription details).

Cancelling a subscription does not entitle you to a refund for orders already billed and dispatched.

8. How to Request a Return or Refund

Contact us at support@omne-trium.com.au with:

  1. Your order number
  2. The reason for your return or refund request
  3. Photos (if applicable — e.g. damaged product)

We will respond within 2 business days and provide return instructions if applicable.

Return address:
Omne-Trium Pty Ltd
226 Cordeaux Rd, Mount Kembla, NSW 2526, Australia

9. Refund Processing

Refunds are issued to your original payment method. Processing times:

Payment Method Refund Timeframe
Credit / Debit Card 5–10 business days
PayPal 3–5 business days
Shopify Payments 5–10 business days

Timeframes are estimates and depend on your payment provider. We process refunds on our end within 2 business days of approving the return.

For full terms governing your purchase, see our Terms & Conditions. For information about how we handle your personal data, see our Privacy Policy.