Refund policy

Last updated: 30 October 2026

This page covers two different situations: something being wrong with your order, and you simply changing your mind. They work differently, so we've kept them apart.

Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page, in our Terms of Service or anywhere else on our site takes away or limits those rights.

If something is wrong with your order
This covers foil that arrives damaged, is faulty, isn't what you ordered, doesn't match its description, or isn't fit for the purpose we sold it for.

Email us at hello@westwaterfoilco.com with your order number, a short description and a photo if you can. We'll reply within 2 business days.

If it's a major problem, you choose a refund or a replacement.

If it's a minor problem, we'll put it right with a replacement or a refund within a reasonable time.

Opened boxes are covered. A fault often only shows once you're using the foil, so opening the box never affects these rights.

We pay the return postage. If we need the box back, we'll send you a prepaid label or cover your reasonable postage costs. Often a photo is all we need.

Let us know within 30 days of delivery and we'll put it right, return postage on us. That's our returns window. If a fault shows up after 30 days, still email us: your guarantees under the Australian Consumer Law last for a reasonable time, depending on the product and what's wrong with it, and our 30 days never shortens them.

If you change your mind
You can return foil within 30 days of delivery if you change your mind, as long as it's unused and still in its original sealed packaging. Email us at hello@westwaterfoilco.com with your order number first and we'll tell you where to send it. Return postage for a change of mind is paid by you, and there's no restocking fee. Once your return arrives with us, we'll refund you to your original payment method. This never affects your rights if something is wrong with your order.

Exchanges
If you need a swap because something was wrong with your order, we'll handle it as a fault and cover the costs.

Orders delivered outside Australia
If your order is delivered to a country in the European Union, you can cancel or return it within 14 days of delivery for any reason. Because foil is a hygiene-sealed product, the box must be unopened and in its original packaging.

Your local consumer laws may also give you rights for faulty goods. Nothing on this page limits them.

Refunds
Once we've received and checked your return, we'll email to let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may take a little longer to show it.

If your order earned Westwater Dollars , they're taken back off your Westwater Dollar credit account when the order is refunded. you've already spent can't be taken back.

If it has been more than 15 business days since your refund was approved, email us at hello@westwaterfoilco.com and we'll chase it for you.

Westwater Foil Co, ABN 17 872 033 412