At Hazel Kooki, we take pride in baking premium cookies and aim to ensure every customer enjoys their order. This policy explains how refunds, replacements, or store credits may be handled in the event of an issue.

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Change of Mind
As our cookies are perishable, we are unable to provide refunds, exchanges, or credits simply because you have changed your mind. Please choose carefully when placing your order.

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Issues With Your Order
If there is a problem with your order, we ask that you notify us straight away so we can resolve the matter.

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Timeframe: You must contact us within 12 hours of receiving your delivery or collecting your order.

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Details Required: Please include your order number, a clear description of the issue (photographs may be requested if required).

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Resolution Options
Once we have reviewed and confirmed your concern:

We may, at our discretion, provide a store credit equal to the value of the affected product(s).

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Online store credits are:

• only valid for use on future Hazel Kooki online purchases;

• non-transferable and not exchangeable for cash; and

• typically applied to your customer account within 24-48 hours upon approval.

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Note: We reserve the right to provide a refund or partial refund depending on the specific circumstances of your claim.

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Consumer Rights
This policy does not limit or exclude your rights under the Australian Consumer Law (ACL). You may be entitled to a refund, replacement, or other remedy where goods are faulty, not of acceptable quality, or differ from their description.

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Contact
If you have any questions or need to make a claim under this policy, please contact us at orders@hazelkooki.com.au or use the contact form on our website.

Hazel Kooki reserves the right to review and update this Refunds & Returns Policy at any time. The version published on our Site at the time of your order will apply.

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Last Updated: 28/10/25