Refund policy

At Nova Charm Co., we believe the right kitchen tools can make everyday cooking more enjoyable, organised, and efficient. Whether you are draining freshly washed vegetables with a strainer, serving rice at the dinner table, or turning ingredients in a hot pan with a cooking spatula, each utensil should arrive in the condition you reasonably expect and perform as described.

We understand that an online purchase may not always meet your expectations. This Return and Refund Policy explains how to request a return, what happens when an item arrives damaged or faulty, and how refunds and replacements are handled.

This policy applies to purchases made through https://www.novacharmco.site/.

Business Operator: SLF OPERATING PTY LTD
Business Address: 29 Corben St, Surry Hills NSW 2010, Australia
Customer Service Email: [email protected]

1. Our Return Approach

We want customers to have a clear and reasonable way to raise concerns about their purchases. If an item is unsuitable, arrives damaged, is incorrect, or does not meet the guarantees required by Australian law, please contact us so that we can review the matter.

In addition to your rights under the Australian Consumer Law, we offer a voluntary 30-day change-of-mind return period, beginning on the date the order is delivered. This voluntary return arrangement is subject to the conditions below.

The 30-day period does not limit or replace your statutory consumer guarantees. If a product has a failure covered by the Australian Consumer Law, your rights may continue beyond this voluntary period.

2. Change-of-Mind Returns

If you simply change your mind about a purchase, select the wrong item, or decide that a kitchen utensil is not what you wanted, you may request a return within 30 calendar days after delivery.

For a change-of-mind return to be accepted under this voluntary policy, the product should:

  • Be unused and in its original saleable condition.

  • Be clean and free from food residue, grease, stains, or other signs of use.

  • Have no damage caused after delivery.

  • Include its original packaging, labels, and supplied components where reasonably available.

  • Be accompanied by an order number or other reasonable proof of purchase.

Because our products include food-contact kitchen utensils, we ask customers to inspect the product carefully before using it. Strainers, rice serving spoons, and cooking spatulas that have been used for food preparation or serving may not qualify for a change-of-mind return for hygiene and resale reasons.

This restriction applies only to voluntary change-of-mind returns. It does not remove your rights where a product is faulty, unsafe, incorrectly supplied, or otherwise fails to meet a consumer guarantee.

3. Products That Arrive Faulty, Damaged, or Incorrect

Please inspect your order when it arrives. If a strainer has a damaged mesh or handle, a rice spoon is cracked or deformed, a spatula has a manufacturing defect, or you receive a product different from the one ordered, contact us.

When reporting a problem, please provide:

  1. Your order number.

  2. The name or description of the affected item.

  3. A clear explanation of the problem.

  4. Photographs or a short video showing the issue, if reasonably available.

  5. Any relevant information about the condition of the parcel when delivered.

We may ask reasonable questions or inspect the product to understand the nature and seriousness of the issue. We will not require you to contact a manufacturer instead of dealing with us about a consumer guarantee claim.

Where a product fails to meet an applicable consumer guarantee, the remedy will depend on the nature of the failure and the requirements of Australian law.

4. Australian Consumer Law Guarantees

Products sold to Australian consumers are protected by the consumer guarantees under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees include that products must:

  • Be of acceptable quality, including being safe, durable, free from defects, and acceptable in appearance and finish.

  • Be reasonably fit for any purpose made known to the seller where the law requires.

  • Match their descriptions, labels, photographs, and any applicable sample or demonstration model.

  • Meet any additional promises about quality or performance made at the time of sale.

  • Be supplied with the legal right for the customer to own and use them.

For example, a kitchen strainer should be reasonably suitable for its described straining purpose, a rice serving spoon should be fit for its represented serving function, and a cooking spatula should be consistent with its stated material and intended use.

If a product has a major failure, you may generally choose a refund or replacement. If a failure is minor, we may be entitled to provide an appropriate remedy such as repair, replacement, or another legally permitted solution within a reasonable time. If a minor failure cannot be resolved as required, further remedies may become available.

Nothing in this policy excludes, restricts, or modifies a right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

5. How to Submit a Return Request

To begin a return or refund request, email:

[email protected]

Please use the subject line “Return or Refund Request” and include your order number.

Our customer service team will review the request and explain the next steps. For approved change-of-mind returns, we will provide instructions about where and how to send the item.

Please do not send a package without first contacting us. This helps ensure that the return can be identified and assessed correctly.

6. Return Address

The business return address is:

SLF OPERATING PTY LTD
29 Corben St
Surry Hills NSW 2010
Australia

Please wait for confirmation and any specific return instructions before posting merchandise. If a different return arrangement is required for a particular order, we will communicate that arrangement directly.

7. Return Shipping Costs

For a voluntary change-of-mind return, the customer is generally responsible for the cost of returning the item to us.

If a product is confirmed to have a failure covered by the Australian Consumer Law, we will handle reasonable return costs in accordance with the law. Where a customer has paid reasonable costs to return a faulty product, the customer may be entitled to reimbursement.

Customers should retain postage receipts and tracking information until the matter is resolved.

8. Refund Processing

Once a returned item has been received, we will assess it and determine whether the requested refund is available under this policy or applicable law.

For an approved voluntary return, we aim to initiate the refund within 10 business days after receiving and approving the returned product. Refunds will generally be made to the original payment method unless another method is agreed or required.

The time taken for funds to appear in your account may depend on your bank, card issuer, or payment provider. Their processing times are outside our direct control.

Where the Australian Consumer Law requires a refund, we will provide the refund in accordance with the applicable legal requirements. We will not impose an arbitrary processing delay that defeats a customer's statutory rights.

9. Refund Amounts and Promotional Purchases

For an approved return, the refund will generally reflect the amount actually paid for the returned product, taking into account any applicable discount or promotional allocation.

If a partial return changes whether an order qualified for a conditional promotion, we may review the promotional terms and explain any applicable adjustment, provided the adjustment is lawful and was disclosed appropriately.

We will not use this provision to reduce a refund below the amount required by the Australian Consumer Law.

10. Exchanges

If you would prefer another item rather than a refund, contact us to ask whether an exchange is available.

Exchanges depend on stock availability and the condition of the returned product. If the requested item is unavailable, we may discuss another suitable solution.

Where a consumer is entitled to a statutory remedy, an exchange will not be imposed as the only remedy when the law gives the consumer a choice.

11. Cancellations

If you need to cancel an order, contact us as soon as possible at [email protected].

We will make reasonable efforts to stop an order that has not yet entered processing or dispatch. Once an order has been packed or handed to a carrier, cancellation may no longer be operationally possible. In that situation, we will explain any available return options.

This section does not affect any cancellation or refund right that applies under Australian law.

12. Items Not Eligible for Change-of-Mind Returns

A change-of-mind return may be declined if the product:

  • Has been used for cooking, food preparation, or serving.

  • Has food residue, grease, stains, or other signs of use.

  • Has been damaged through misuse, improper cleaning, or handling after delivery.

  • Is missing components supplied as part of the product.

  • Is returned outside the voluntary 30-day period without an agreed exception.

These conditions do not prevent a customer from making a valid claim for a faulty or misdescribed product under applicable law.

13. Unresolved Return or Refund Questions

If you believe your request has not been handled appropriately, please reply to the original customer service correspondence or email us again with the order number and a summary of the issue.

We aim to handle each request fairly, communicate the reasons for our decision, and comply with applicable Australian consumer protection requirements.

14. Contact Information

SLF OPERATING PTY LTD
29 Corben St, Surry Hills NSW 2010
Australia

Customer Service Email: [email protected]

Please include your order number in all return, refund, exchange, or product-quality enquiries.