Return & Refund Policy

Effective Date: August 2026

Overview

At Tadersio, customer satisfaction is important to us. We want our customers to have confidence when purchasing our mugs and other products.

This Return & Refund Policy explains the circumstances in which returns, refunds, replacements, or exchanges may be available for purchases made through our website.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that customers may have under the Australian Consumer Law (ACL) or other applicable Australian laws.

1. Consumer Guarantees

Under the Australian Consumer Law, eligible products come with consumer guarantees that cannot be excluded.

If a product has a major problem, you may be entitled to a replacement or refund, and in some circumstances compensation for reasonably foreseeable loss or damage.

If a product has a minor problem, we may be entitled to provide a repair or replacement within a reasonable time. If the problem cannot be repaired within a reasonable time, you may be entitled to a replacement or refund.

These rights apply in addition to any voluntary return or refund options described in this policy.

2. Change-of-Mind Returns

In addition to your rights under Australian Consumer Law, Tadersio may accept change-of-mind return requests within 30 calendar days from the date of delivery, subject to the conditions below.

For a change-of-mind return, the product should generally be:

• Unused and in its original condition

• Free from stains, odors, damage, or signs of use

• Returned with original packaging and accessories where applicable

• Accompanied by proof of purchase or the relevant order number

Change-of-mind returns may not be accepted where the product has been used, damaged, altered, or is otherwise unsuitable for resale.

This voluntary change-of-mind return policy does not limit your rights under the Australian Consumer Law.

3. Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may not be eligible for a voluntary change-of-mind return where they are:

• Personalized or customized products

• Clearance or final-sale products where clearly identified at the time of purchase

• Products specifically identified as non-returnable before purchase

• Products that have been used, damaged, altered, or otherwise handled in a manner that affects their condition

These exclusions do not apply to products that are faulty, damaged, incorrectly supplied, or otherwise covered by consumer guarantees under Australian Consumer Law.

4. Faulty, Damaged, or Incorrect Products

Please contact us if your order arrives:

• Damaged

• Defective or faulty

• Different from the product ordered

• Missing an item or component

Where appropriate, we may request photographs, order details, or other information to help assess the issue.

If the product is confirmed to have a problem covered by Australian Consumer Law, we will provide the remedy required by law, which may include a repair, replacement, refund, or other appropriate remedy depending on the circumstances.

5. How to Request a Return or Refund

Please contact our customer support team before returning a product.

When contacting us, please provide:

• Full name

• Order number

• Email address used for the order

• Reason for the return or refund request

• Photos or other relevant information, where applicable

Our customer support team will review the request and provide appropriate instructions.

Please do not send products to our business address unless we have provided return instructions.

6. Return Shipping Costs

Faulty, Damaged, or Incorrect Products

Where a product is confirmed to be faulty, damaged, or incorrectly supplied, Tadersio will arrange or reimburse reasonable return shipping costs where required by applicable law.

Change-of-Mind Returns

For eligible change-of-mind returns that are not related to a product fault or our error, the customer may be responsible for the return shipping cost.

Any refund for the original shipping charge will be handled in accordance with applicable law and the circumstances of the return.

7. Inspection of Returned Products

Where a return is required, we may inspect the returned product to confirm its condition and determine the appropriate resolution.

We generally aim to complete inspections within 2–5 business days after the returned product is received.

The inspection process does not limit or delay any consumer rights that apply under Australian Consumer Law.

8. Refunds

Where a refund is approved, it will generally be issued to the original payment method used for the purchase.

Refund processing may take approximately 3–10 business days after the refund has been processed by us, depending on the payment provider and financial institution.

The time required for the refunded amount to appear in your account may vary between payment providers and financial institutions.

Where a refund is required under Australian Consumer Law, we will process the refund in accordance with the applicable legal requirements.

9. Partial Refunds

In some circumstances, a partial refund may be appropriate for a voluntary change-of-mind return where the returned product has been used, damaged, or is not returned in substantially the same condition in which it was supplied.

Any deduction will be assessed reasonably and in accordance with applicable law.

No deduction will be made where doing so would unlawfully restrict or exclude a customer's rights under Australian Consumer Law.

10. Exchanges and Replacements

For eligible change-of-mind returns, customers may request an exchange where the requested replacement product is available.

For faulty, damaged, or incorrectly supplied products, we will provide the remedy required by Australian Consumer Law based on the circumstances, which may include a replacement or refund.

All exchanges and replacements are subject to product availability.

If the requested replacement is unavailable, an alternative remedy may be offered where appropriate.

11. Order Cancellations

Before Shipment

If you wish to cancel an order before it has been shipped, please contact us as soon as possible.

Where the order has not yet been processed for shipment, we will make reasonable efforts to accommodate the cancellation request.

After Shipment

Once an order has been shipped, cancellation may no longer be possible. You may instead be able to request a return after delivery in accordance with this policy or applicable Australian Consumer Law.

12. Refused or Undeliverable Deliveries

If an order is refused or cannot be delivered because of incorrect or incomplete information provided by the customer, the order may be returned to us.

Any refund or reshipping arrangement will be assessed based on the circumstances and applicable law. Reasonable additional shipping costs may apply where permitted by law.

13. Lost or Missing Packages

If tracking indicates that an order has been delivered but you cannot locate the package, please contact us promptly.

We may work with the relevant delivery carrier to investigate the delivery status and determine an appropriate resolution.

We may request additional information, such as delivery details or confirmation of the shipping address, to assist with the investigation.

14. Fraud and Abuse Prevention

To protect our customers and maintain the integrity of our services, we may request reasonable information to verify a return, refund, or replacement request.

We may refuse or take appropriate action regarding requests involving fraudulent activity, deliberate misuse, or other abusive conduct, subject always to applicable consumer protection laws.

15. Contact Us

If you have questions about returns, refunds, replacements, exchanges, or order cancellations, please contact us:

Tadersio

Email: [email protected]

Phone: +61 438 148 634

Business Address:
23b William Palfrey Rd
Parkhurst, Queensland 4702
Australia

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (AEST)
Saturday & Sunday: Closed

We will make reasonable efforts to respond to return and refund inquiries promptly and provide appropriate assistance in accordance with our policies and applicable Australian consumer law.