Refund policy

Return & Refund Policy

Last Updated: January 2026

At DPack, we want you to be completely satisfied with your purchase. This policy outlines your rights and our process for returns and refunds. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Your Rights Under Australian Consumer Law

Our goods 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.

These rights apply regardless of our change of mind return policy below and cannot be excluded or limited.

What Is a Major Failure?

  • The product has a problem that would have stopped a reasonable person from buying it had they known
  • The product is significantly different from the description, sample, or demonstration model
  • The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time
  • The product is unsafe

For a major failure, you can choose a refund or replacement. For a minor failure, we will repair or replace the product within a reasonable timeframe.

Faulty or Defective Products

If you receive a product that is faulty, defective, damaged, or does not match the description on our website, we will provide a full refund or replacement at no cost to you. This applies regardless of whether the product has been opened.

To make a claim:

  1. Submit a return request within 48 hours of delivery using our Returns Form
  2. Provide your order number and a description of the issue
  3. Include photos of the faulty product and packaging
  4. We will assess your claim within 2 business days
  5. If approved, we will arrange a replacement or refund (including return shipping costs)

Damaged in Transit

If your order arrives damaged during shipping:

  1. Report the damage within 48 hours of delivery using our Returns Form
  2. Provide photos of the damaged packaging and products
  3. Do not dispose of the damaged goods or packaging until we advise
  4. We will arrange a replacement or full refund at no cost to you

Change of Mind Returns

We offer a 30-day change of mind return policy from the date of delivery. This is a voluntary policy offered in addition to your rights under the Australian Consumer Law.

Conditions for Change of Mind Returns:

  • Products must be unopened and unused in their original packaging
  • Products must be in resaleable condition
  • Return must be initiated within 30 days of delivery
  • You must obtain a Return Authorisation before sending items back
  • Customer is responsible for return shipping costs
  • A 20% restocking fee applies to all change of mind returns. This fee is deducted from your refund amount

Items That Cannot Be Returned for Change of Mind:

  • Opened or used products — including hygiene and food-contact items (cups, containers, gloves, napkins)
  • Custom or special orders — products ordered specifically for your business
  • Sale and clearance items — products purchased at a discounted price
  • Perishable products — items with a limited shelf life

Note: These exclusions apply only to change of mind returns. Faulty or defective products can always be returned under Australian Consumer Law, even if opened or used.

How to Initiate a Return

  1. Submit a request — Complete our Returns Form with your order number and reason for return
  2. Receive Return Authorisation — We will provide a Return Authorisation number, return instructions, and return address by email within 1 business day
  3. Package securely — Repackage the items in their original packaging, including the Return Authorisation number
  4. Ship to us — Send the return to the address provided in your Return Authorisation email
  5. Keep your tracking number — We recommend using a tracked shipping service for your protection

Refund Processing

  • Inspection: We will inspect returned items within 3 business days of receiving them
  • Notification: You will receive an email confirming approval or rejection of your refund
  • Restocking fee: A 20% restocking fee is deducted from change of mind refunds. This fee does not apply to faulty, defective, or incorrectly shipped products
  • Refund method: Approved refunds are issued to your original payment method
  • Refund calculation: Refund amount = product price minus 20% restocking fee (return shipping costs are not refunded)
  • Refund timeframe: Refunds are processed within 5–10 business days of approval. Your bank or payment provider may take additional time to reflect the credit

Partial Refunds

In some situations, partial refunds may be issued if:

  • Products show signs of use or are not in original condition
  • Products are returned without original packaging
  • Products are returned after the 30-day change of mind window but within a reasonable timeframe for an ACL claim

Note: The 20% restocking fee does not apply to returns under the Australian Consumer Law (faulty, defective, or not as described products). ACL returns receive a full refund.

Exchanges

We offer exchanges for the same product or an alternative of equal or greater value (difference payable by customer). To arrange an exchange, follow the same process as a return and indicate your preferred replacement product.

Incorrect Orders

If we sent you the wrong product, submit a request through our Returns Form immediately. We will arrange collection of the incorrect item and send the correct product at no additional cost.

Wholesale & Bulk Orders

For wholesale and bulk orders exceeding 10 cartons, please submit a request through our Bulk Orders page to discuss return arrangements. Standard change of mind conditions apply, and we may arrange courier collection for large returns.

Contact Us

For any questions about returns or refunds:

  • Email: hello@dpack.com.au
  • Phone: 041 676 94 92
  • Address: 70 Southbank Bvd, Southbank VIC 3006, Australia
  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM AEDT

ABN: 74 855 440 553