Returns Policy

Effective Date: 1 October 2025
Company: Stoke Bites Pty Ltd
ACN: 673 588 371

All goods and services provided by Stoke Bites are subject to Australian Consumer Law (ACL) guarantees. This Returns Policy (Policy) is in addition to your rights under the ACL and nothing under this Policy is intended to exclude any of your statutory rights as a consumer under the ACL, including seeking any remedies to which you are entitled from Stoke Bites.

We want you to be happy with your purchase. If a product doesn’t meet your expectations, we will provide you with a refund or replacement subject to the conditions in this Policy. This Policy applies to all products purchased online via the Stoke Bites website or the Stoke Bites App (Stoke Bites).

Summary

When you buy a product at Stoke Bites, you are covered by our Stoke Bites Returns Policy. This means:

  • Express Guarantee — if we have expressly stated that a 100% satisfaction guarantee applies to a product, we will refund or replace it.
  • If you change your mind and have proof of purchase, you can request a refund or you can exchange the product, provided:
    • the product is unopened and unused;
    • returned to us within 30 days of purchase for apparel and electrical items; and
    • not subject to the exclusions listed below.
  • If you change your mind but do not have proof of purchase, we may, at our discretion, provide you with an exchange voucher to be used at Stoke Bites website (Stoke Bites Returns Voucher).
  • Where the product you purchased is faulty or damaged, does not match the sample or description or fails to meet any other consumer guarantee:
    • If you have a proof of purchase, Stoke Bites will provide a refund or replacement through Stoke Bites Customer Care.
    • If you do not have proof of purchase, we may, at our discretion, issue you with a Stoke Bites Returns Voucher.

Exclusions

Returns cannot be accepted on the following types of products unless the product is faulty, not fit for purpose, does not match the sample or description or fails to meet any other consumer guarantee under the Australian Consumer Law: gift card products or products purchased with gift vouchers.

Faulty or defective products or other claims under the Australian Consumer Law (ACL)

If the product you buy from Stoke Bites is faulty, damaged or in breach of a consumer guarantee under the ACL, we will refund the purchase price or replace the product. Please email your proof of purchase with description of the issue relating to the product to Stoke Bites Customer Care and we will help you with a refund or replacement.

If you do not have a proof of purchase, we may, at our discretion, issue you with a Stoke Bites Returns Voucher or reimburse you the purchase price.

Where can items be returned?

You can return products purchased online through Stoke Bites Customer Care. You do not need to return items to our store or where the products were collected or sourced from unless we state otherwise. Our online Customer Care Team will refund by issuing a credit to your Stoke Bites online account.

For more information about how credits are applied and used for Stoke Bites purchases, please refer to our Retail Customer Agreement.

Proof of purchase

In most cases, we will ask you to provide proof of purchase to obtain a refund or exchange. Examples of acceptable proof of purchase documents include:

  • Digital receipt;
  • Stoke Bites tax invoice;
  • Stoke Bites Online order confirmation or receipt number; or
  • EFTPOS or credit card statement.

Refund

Where possible we will always seek to issue a refund to the original payment method used for the original transaction. In some circumstances, if you do not have a proof of purchase, any refund will be provided to you on a Stoke Bites Returns Voucher as a gesture of goodwill in accordance with this Policy.

About Consumer Guarantees under the Australian Consumer Law (ACL)

Our goods and services come with guarantees that cannot be excluded under the ACL. For major failures with the service, you are entitled to:

  • cancel your service contract with us; and
  • receive a refund for the unused portion, or to compensation for the reduced value of the service.

For major failures with goods, you are also entitled to choose a refund or replacement. If a failure with the goods or a service is not considered a major failure, you are entitled to have the failure remedied within a reasonable time. If the issue is not resolved, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure of goods or services.

For more information about consumer guarantees and your rights under the ACL, you can visit www.accc.gov.au.

Manufacturer’s warranty

In addition to this Policy and consumer guarantees under the ACL, some goods may also come with an additional manufacturer’s warranty as indicated in the documentation provided with the relevant goods. Should you wish to make any claim under a manufacturer’s warranty, you also have the option to do so directly with the relevant manufacturer.