REFUNDS, RETURNS, AND EXCHANGES
We accept returns up to 14 days after delivery, provided the item is unused, in its original condition, and in its original packaging. We will refund the order amount minus any original shipping costs, and return postage is the responsibility of the customer.
If your order arrives damaged or incorrect, please email us as soon as possible at balcatta@brewhq.com.au with your order number and clear photos of the issue. We assess these on a case-by-case basis and will work with you toward a satisfactory solution.
For any questions, please contact balcatta@brewhq.com.au
REFUND POLICY DETAILS
You have 30 days from receiving your item to request a return.
Items must be returned in the same condition you received them – unworn or unused, with tags, and in the original packaging.
Proof of purchase is required.
To start a return, contact us via email. Items sent without prior approval will not be accepted.
All return shipping costs are the responsibility of the customer. We do not reimburse postage fees for returns.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We reserve the right to refuse returns when we see fit, in the case of bulk malted grain we will not accept returns after 7 days. Improper storage of grain on the customers behalf can cause grain borers to hatch and cause grain to become infected. Hence, we refuse to allow pests back into our shops circulation.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
