Refund policy

Refund and return policy

JOSHUA JAMES COLLEDGE TRAVERS operates solsticewire.shop from 18 Stanley Street, Latrobe 7307, Australia. This policy applies to every order placed through this store.

Frozen food and change of mind

Seafood is perishable, so we cannot take back an order simply because you changed your mind after it was dispatched. If the parcel is still unopened, still frozen, and you contact us within 30 days of delivery, we will refund the product value less the delivery charge.

Thawed, damaged or incorrect orders

Open the box and check it on the day it arrives. If anything is thawed, damaged, spoiled, or not what you ordered, email service@solsticewire.shop or call +61 462 385 017 within 48 hours with your order number and photographs of the product and its packaging. Once the problem is confirmed we replace the item or refund the full amount paid for it, including the delivery charge for that item. There is no need to send thawed seafood back to us.

Missing or short deliveries

If tracking shows the parcel as delivered and it is not there, tell us within 48 hours so we can open a carrier investigation. Where the carrier confirms a loss we replace or refund the order. Parcels sent to an address supplied incorrectly, or left unattended at your request, remain your responsibility.

How refunds are paid

Approved refunds go back to the original payment method within 5 to 10 business days; your bank may take a little longer to post the credit. Every approval is confirmed by email first. Latrobe is ten minutes from Devonport, so orders packed here reach the mainland on the next Bass Strait sailing rather than waiting for a consolidated run.

Your statutory rights

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 to compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits those rights.

Return questions: service@solsticewire.shop or +61 462 385 017; our address is 18 Stanley Street, Latrobe 7307, Australia.