Refund policy

Effective Date: 24 July 2026

Change of mind returns

We will not provide a refund for where you have simply changed your mind. Refunds are limited to those circumstances set out in your rights under the Australian Consumer Law.

If you have purchased additional items that you no longer want, we encourage you to share with those in need, in particular, the elderly, disabled and most vulnerable in our community.

Hitex faulty products policy

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. If you experience a problem with any of the Products received, or if the Products you receive are different to what you ordered or are otherwise not as expected, please contact us immediately. Our contact details are provided at the end of this policy. If you have received an item that is incorrect, damaged or faulty, we require notification as soon as possible after the time the delivery was made. We may require reasonable evidence of the error, damage or defect and may, in some circumstances, require you to return the item for assessment. We are not obligated to accept a return or otherwise compensate you:

because you have had a change of mind; or
for damage to the products arising because they were left outside, or if the box is damaged or stolen after delivery. The entire risk in the products passes to you when the products are delivered to your address (refer to our Terms and Conditions).

Account credits and refunds for an approved return will only apply to the products which are defective and will not cover other products in your order or any return postage costs or your original shipping charge. You must contact us within seven (7) days of receiving your delivery to qualify for a refund. Depending on the circumstances, we may, in our sole discretion, provide a full or partial refund of the purchase price, or provide you with credits to be applied to future deliveries.

How to process a return for a faulty product

Please contact us via email info@snackhq.com.au or phone 1300 889 465, providing the details of the faulty product(s), original order details and a description of the fault including:
- Order number associated with your original order
- A description of the faulty product(s) to be returned and the fault you have encountered
- A photo of the faulty product(s)
Our team will assess the fault and once validated will email you to advise if we require you to return the items, and if so, a Returns Prepaid label to post the goods back to our warehouse (at our cost), including a return tracking number.
If requested to return the items, pack your item safely in a box and go to the nearest Australia post office to post the item(s) using the returns label provided. Please note if you are not able to print the labels, the Australia Post staff can do this for you at the time of posting.
Once the return parcel is processed by Australia Post, our team will process your refund. The funds should be reimbursed within 5 working days, via the same payment method used for the order.
If we do not require you to return the item to us, we will process your refund as soon as it is assessed by our team and funds should be reimbursed within 5 working days, via the same payment method used for the order.

Proof of purchase

Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as your order confirmation or tax invoice.

Any information collected will be stored securely in accordance with Hitex's Privacy Policy https://www.hitexconfectionery.com.au/policy/ Hitex reserves the right to refuse a refund for unverified purchases.

Contact Us

Please feel free to contact us if you have any questions about these Terms:

Email: info@snackhq.com.au
Phone: 1300 889 465