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30-day Hassle-free Exchanges or Refunds

We offer hassle-free exchanges or refunds provided if meets the following conditions:

  • Free exchanges or returns within 30 days.
  • With proof of purchase.
  • Item must be unused in its original packaging in perfect condition.

Due to hygiene reasons, we do not accept returns of thermal products, such as jugs, flasks and cups. We do not accept returns of charcoal products, such as Binchotan.


  • Email us your order details to
  • We will send you a PDF shipping label.
  • Pick a date when you can place the box at your front door for Australia Post pick up.
  • Place the item back in the box. Print the label and stick it on top of the box.
  • Once we receive the products and upon inspection, we will arrange for an exchange or refund.


  • We will send you a prepaid Australia Post shipping label.
  • Simply stick the shipping label on top and post it at a nearby post office.
  • There is no time frame for the shipping label, so you can post it anytime at your convenience.

Please click here for warranty and repair enquiry.

IMPORTANT: These methods are only available to customers in Australia. If you live outside of Australia, no collection and prepaid label will be available. Exchanges and returns may require the recipient to pay the postage.