Returns and Refunds
Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
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 for 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.’
If in the event your purchase is faulty, damaged, wrongly described or breaches a consumer guarantee we will happily refund your money or exchange the product upon presentation of your proof of purchase. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return*.
The fastest way to obtain a refund or exchange is to visit your local Charlies Liquor Barn, where our team will be able to assist you immediately.
If visiting a store is not convenient for you, or there is not a store close to you, then please contact our Customer Service Team as soon as possible on (02) 4296 1730 to discuss the available options.
Please review our Customer Service Team’s trading hours before calling as the hours may vary depending on the day of the week and the time of year.
In the event that your product must be returned to our fulfilment centre, please allow 2-3 business days for your refund to be processed after the product has been received at the fulfilment centre.
If in the event that you change your mind then please call (02) 4296 1730, exchanges are possible at Charlies Liquor Online discretion. For exchange of a delivered product, unfortunately additional delivery charges will be incurred at your expense*. Please note that all change of mind returns must be in their original condition and packaging.
For party orders and functions we encourage you to work with the Charlies Liquor Online team to help correctly cater for your needs.
If however you find you have excess then simply call (02) 4296 1730 and one of our team will manage your return request**.
* Please note that the delivery charge will be reimbursed when Charlie’s Liquor Barn is at fault. That is, if the wrong product is delivered, there is a fault with the product (including any damage caused in transit) or Charlie’s Liquor Barn has breached a consumer guarantee. In all other circumstances, including change of mind, the delivery charge will be deducted from the refund to the customer.
** Proof of purchase must be provided to obtain a refund, limits may apply, all exchange products must be in their original condition and packaging.