Returns and Refund Policy
Terms of Business – April 2018
PLEASE NOTE: As Anna’s Low Carb Kitchen is an online store; our primary means of communication with you will be via the email address listed on order. Anna’s Low Carb Kitchen will not be held responsible for any missed communication due to the email address being incorrect. If you have more than one email address, please check all email accounts before contacting Anna’s Low Carb Kitchen.
Refunds and Returns
Refunds or exchanges
Unfortunately we cannot offer refunds or exchanges for a change of mind, allergies you may have or if the products are not suitable for you.
If there is something wrong with our products, we will offer a full refund on that product or exchange it for another item, whatever suits you best. Please get in touch with our awesome customer service team by emailing at firstname.lastname@example.org. They will be best placed to deal with any issue and rectify it as soon as possible.
We pride ourselves in how our products are created and manufactured and that’s why we make all of our baking mix products with love in our Sydney based HACCP certified manufacturing facility.
Where do you make your products?
We pride ourselves in the quality of our healthy baking mixes and how we create and manufacture them. All our baking mix products are made in-house in our HACCP certified manufacturing facility in Sydney, Australia.
I have an allergy to an ingredient in one of your products
We know that allergies can be pretty nasty. That’s why it’s super important to look at all the ingredients for each product to ensure that they are right for you.
You will see on every product page the following breakdown of the allergens in each products. As an example, we’re using the allergen statement for our Vanilla Cupcake Mix and under Ingredients, you will find the following disclosure.
CONTAINS TREE NUTS, LUPIN.
May contain traces of sesame seeds and milk products
This disclosure across all our products is exactly the same as on our packaging and compliant with the standards set under Food Standards Australia New Zealand.
As we disclose all our allergens across all products both on our packaging and our website, we cannot refund or exchange products if they are not right for you.
What we recommend is to make amazing healthy baked goodies for family and friends to bring them on the health journey you are already on 🙂
I’ve received the wrong product
We don’t like it when this happens either. Take a photo of the products you received and send it through to our awesome customer service team at email@example.com along with your order number. (Found in your order receipt email)
We will be in touch as soon as we find out what has happened and work out how we can make it up to you. This will include resending out to you the correct product as soon as possible 🙂
We understand that from time-to-time you may need to return an item to us.
Before returning any items, please contact our customer service team as we will only accept items or orders approved by them.
Our terms of business for returning items are as follows:
- We will not pay for postage if an item has been returned as a result of a mistake made through the ordering process. A re-delivery fee may apply for orders to be resent to the correct address.
- We do not accept returns for change of mind or if the product is not suitable for you for whatever reason.
- If you received a damaged item or parcel, we require notification within 2 business days of the recorded delivery date. Please take a photo and send along with your order details to our awesome customer service team at firstname.lastname@example.org
- If you received an item that is not what you ordered, we require notification within 5 business days of the recorded delivery date. Please take a photo of the order that you did receive along with your order details to our awesome customer service team at email@example.com