Shipping & Returns Policy

Last updated: August 22, 2025

Thank you for shopping at Gotcha! We hope to deliver you a smooth and delightful shopping experience. Below you’ll also find everything you need to know about shipping, returns, and exchanges.

Shipping

Orders are processed within 1 – 2 business days. Once the shipping is arranged, you’ll receive an email with an Australia Post tracking number so you can follow your parcel online.

1.1 Delivery Times

• Standard delivery: 7 – 9 business days.
• Remote areas or severe weather may cause slight delays. Please check the Australia Post service update for the latest information.

1.2 Shipping Coverage & Rates

We currently ship within Australia only, as our exclusive/ limited collaboration are legally limited to domestic sales. All orders are shipped via Australia Post with trackable service.

Rates

• Up to 2 KG: $12.05
• 3 to 4 KG: $17.25
• 5 to 8 KG: $20.00
• More than 8KG: $21.35

Returns & Exchanges

We want you to enjoy everything you order from the Gotcha online store. If something isn’t quite right, you have 14 days from receiving your parcel to initiate a return or exchange.

1.1 General Conditions

• Product/s must be unopened, unused, and undamaged, with the packaging kept in good condition (e.g. packaging is not broken and without marks).
• Discounted items are not eligible for returns unless they are faulty or damaged.
• Returns will be refunded to the original payment method once the quality check is completed.
• Shipping costs for returns are not covered, and you’re responsible for the item until it is delivered and inspected.
• Requests received more than 14 days after the shipment date will not be eligible for a refund or exchange.
• Refunds and exchanges will not be provided for products damaged due to misuse, lack of care, accident, abuse, or abnormal use.

Requests must be made directly to us at [email protected]within 14 days of the date of shipment by Gotcha Fresh Tea. Include the following in your email:

• A photo of product
• Your order number or proof of purchase (e.g., invoice)

As Gotcha online store is not liable for lost return parcels, we strongly recommend using a trackable service.

1.2 Faulty or Damaged Items

If you’ve received a faulty or damaged item, please email us at [email protected]with a photo, order number or proof of purchase (e.g. invoice). Gotcha Fresh Tea reserves the right to refuse a refund if the item doesn’t meet return criteria.

1.3 Return Policy

Please email us at [email protected]to initiate a return within 14 days of receiving your order. Once your product is received and quality checked by our team, a refund will be issued to your original payment method. Please allow 7-14 business days for your financial institution to process the refund.

1.4 Exchange Policy

Please note that exchanges are subject to online availability. If the item you request is unavailable at the time of processing, you will receive either a refund or online store credit.

The value of an exchange is determined by the amount paid, as shown on your invoice. If you choose a different item, its value will be determined by the current online price at the time of exchange. Please note that discounts or promotions from past sales cannot be applied.

Important Note

• Refund and exchange requests received more than 14 days after shipment will not be accepted.
• Refunds and exchanges will not be provided for items damaged due to misuse, lack of care, accident, abuse, or abnormal use.

US & US Overseas Territories Service Suspension