Refund policy
Return & Refund Policy Last updated: 8 March 2026
Your Rights Under Australian Consumer Law
Under the Australian Consumer Law (ACL), you are entitled to automatic consumer guarantees when purchasing goods. Products must be of acceptable quality, match their description, be fit for any disclosed purpose, and match any sample or demonstration model.
For a major failure, you may choose a refund or replacement. For a minor failure, we may choose to repair, replace, or refund within a reasonable timeframe. Nothing in this policy limits, excludes, or modifies your statutory rights under the ACL.
1. Change-of-Mind Returns
We offer a 14-day change-of-mind return window from the date your order was delivered. If more than 14 days have passed since delivery, we are unable to offer a return for change of mind.
To qualify, all of the following must be met:
(a) The product must be unused, unopened, and in its original, undamaged packaging. (b) The product must be in the same condition as received, including all accessories, manuals, and protective materials. (c) You must provide valid proof of purchase (order confirmation email, receipt, or invoice). (d) The return request must be submitted by email within the 14-day window.
Change-of-mind returns are provided at our discretion as a courtesy and are not required under Australian Consumer Law.
2. Non-Returnable Items
The following items are excluded from change-of-mind returns:
(a) Any product returned more than 14 days after delivery. (b) Any product that has been opened, used, assembled, or altered in any way. (c) Products sold as clearance, seconds, or end-of-line items (unless faulty). (d) Gift cards and vouchers. (e) Custom or made-to-order items. (f) Consumable accessories and parts (e.g., grommets, seals, mouth tips) once opened. (g) Products with personalisation or custom engraving.
These exclusions apply to change-of-mind returns only. If any of the above items are faulty, defective, or do not match their description, your rights under Australian Consumer Law still apply in full.
3. Faulty, Damaged & Incorrect Items
3.1 — Damaged on Arrival
If your order arrives damaged, please contact us as soon as possible and no later than 48 hours of delivery by emailing support@thepremiumway.com.au. When reporting damage, please include:
(a) Your order number and proof of purchase. (b) Clear photographs of the outer packaging showing any visible damage. (c) Clear photographs of the internal packaging and cushioning materials. (d) Clear photographs of the damaged product from multiple angles.
We require this evidence within 48 hours so we can lodge a claim with the shipping carrier where applicable. Claims submitted after 48 hours may not be eligible for a carrier claim; however, your consumer guarantee rights are not limited by this timeframe.
3.2 — Faulty or Defective Products
If a product develops a fault within a reasonable period after purchase, you may be entitled to a remedy under the Australian Consumer Law. Please contact us at support@thepremiumway.com.au with your order number, a description of the fault, and photographs where possible.
We will assess each claim on a case-by-case basis. Depending on the nature and severity of the fault, we will offer a repair, replacement, or refund in accordance with the ACL.
3.3 — Incorrect Items
If you receive an incorrect item (wrong product, wrong variant, or missing items), please contact us within 7 days of delivery. We will arrange for the correct item to be sent at no additional cost and provide a prepaid return label for the incorrect item.
4. Refund Method
4.1 — Change-of-Mind Returns
Approved change-of-mind returns will be refunded as store credit, issued to your account for use on future purchases. Store credit does not expire.
4.2 — Faulty, Damaged, or Incorrect Items
Where a refund is granted for a faulty, damaged, or incorrectly supplied product under the Australian Consumer Law, the refund will be processed to your original payment method (credit card, debit card, PayPal, or other method used at checkout). Refunds typically take 5–10 business days to appear on your statement, depending on your financial institution.
5. Partial Refunds
In certain cases, only a partial refund or partial store credit may be issued. This may apply where:
(a) A returned item is not in its original condition (e.g., missing parts, packaging damage, or signs of use) for reasons within the customer's control. (b) The product has been partially used or consumed.
Partial refunds do not apply where a product is returned due to a fault, defect, or failure to meet a consumer guarantee under the ACL.
6. Sale & Discounted Items
Products purchased at a discounted or sale price are not eligible for change-of-mind returns unless otherwise stated at the time of purchase.
However, if a sale or discounted item is faulty, defective, or does not match its description, you retain full rights to a remedy under the Australian Consumer Law, regardless of the price paid.
7. Return Shipping
7.1 — Change-of-Mind Returns
The customer is responsible for all return shipping costs associated with change-of-mind returns. Original shipping charges paid at checkout are non-refundable. The cost of return shipping will be deducted from any store credit issued if we arrange the return on your behalf.
We strongly recommend using a trackable shipping service and purchasing shipping insurance for any return valued over $75. We cannot be held responsible for returned items that are lost or damaged in transit.
7.2 — Faulty, Damaged, or Incorrect Items
Where a return is required due to a fault, defect, or our error, we will cover the cost of return shipping. We will provide a prepaid return label or arrange a courier collection at our expense.
8. How to Initiate a Return
To request a return, please email us at support@thepremiumway.com.au with the following:
(a) Your full name and order number. (b) The product(s) you wish to return and the reason for the return. (c) Photographs of the product and packaging (required for damaged/faulty claims).
Our team will respond within 1–2 business days with return instructions. Please do not send items back without first receiving return authorisation from us. Do not return items directly to the manufacturer.
9. Delayed or Missing Refunds
If you have been advised that a refund or store credit has been processed but have not received it:
(a) Check your email (including spam/junk folders) for the store credit notification. (b) If a refund was processed to your original payment method, allow up to 10 business days for it to appear. Contact your bank or payment provider if it has not appeared after this time. (c) If you have completed these steps and still have not received your refund, please contact us at support@thepremiumway.com.au and we will investigate promptly.
10. Glass & Fragile Product Returns
Many of our hookah products contain glass components (bases, vases, and similar). Due to the fragile nature of these items, extra care must be taken when returning them.
For change-of-mind returns involving glass or fragile products, you must package the item securely using the original packaging materials. We recommend adding additional cushioning material around all glass components. We are not responsible for damage that occurs during return shipping due to inadequate packaging.
For glass products that arrive damaged, please follow the process outlined in Section 3.1 (Damaged on Arrival) and ensure you retain all original packaging materials for inspection.
11. Refund Processing & Inspection
After we receive your returned item, we will inspect it within 3 business days. You will receive an email notification confirming whether your return has been approved or declined.
If approved, your refund (store credit or original payment method, depending on the return type) will be processed within 2 business days of approval. Please allow additional processing time from your financial institution.
If declined, we will contact you with the reason and arrange for the item to be returned to you at your cost.
Contact Us
Business Name: Jai Samadhi PTY LTD T/A The Premium Way ABN: 56 693 253 940 Address: 20/573 Burwood Highway, Knoxfield VIC 3180 Phone: 0499 744 742 Email: support@thepremiumway.com.au Website: thepremiumway.com.au
This policy is subject to change without prior notice. The most current version will always be available on our website. © 2026 Jai Samadhi PTY LTD T/A The Premium Way. All rights reserved.
