Return & Refund Policy

We put our heart into every jar of Masala Makers — and we want you to love what arrives at your door. If something isn't right, we'll make it right.

Our Promise

Every order is packed with care. If your order arrives damaged, faulty, or not as described, we will always offer a remedy — no fuss, no runaround.

Food Products — Change of Mind

Because our products are consumable food items, we are unable to accept returns or offer refunds simply because you've changed your mind or ordered the wrong product.

This is standard practice for food safety reasons and in accordance with Australian Consumer Law.

We encourage you to:

  • Read product descriptions carefully before purchasing
  • Reach out to us at hello@masalamakers.com.au if you have any questions before you order — we're always happy to help

Damaged or Faulty Items

If your order arrives:

  • Damaged in transit (broken jar, leaking lid)
  • With a defective seal or compromised packaging
  • With the wrong item enclosed
  • Past its best before date at time of delivery

We will offer you a full replacement or a full refund — whichever you prefer.

To lodge a claim, please contact us within 7 days of receiving your order at:

hello@masalamakers.com.au | 1300 046 911

Please include:

  1. Your order number
  2. A brief description of the issue
  3. A photo of the damaged or faulty item

We'll respond within 2 business days and sort it out straight away.

Allergic Reactions or Quality Concerns

Your health and safety matter to us above everything else. If you experience an adverse reaction or have a serious concern about the quality of a product, please:

  1. Stop using the product immediately
  2. Contact us at hello@masalamakers.com.au
  3. Retain the jar and packaging where possible

We take every quality concern seriously and will investigate promptly.

Orders Not Received

If your order hasn't arrived within the expected delivery timeframe, please contact us and we'll investigate with our delivery partner right away.

Expected delivery times:

  • Metro areas: 3–5 business days
  • Regional areas: 5–10 business days

If your order is confirmed lost in transit, we will send a replacement or issue a full refund.

Refund Process

Once your refund is approved:

  • Refunds are processed back to your original payment method
  • Please allow 5–10 business days for the refund to appear, depending on your bank or card provider
  • You will receive an email confirmation once your refund has been processed

Australian Consumer Law

Our policy is in addition to, and does not exclude, your rights under the Australian Consumer Law (ACL). 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For more information visit: accc.gov.au

Get in Touch

We're a small, passionate Australian family business and we genuinely care about every customer. If something isn't right — please just reach out. We'll always do our best to make it good.

hello@masalamakers.com.au | 1300 046 911 | masalamakers.com.au

Sumeet & the Masala Makers team SugarCube Foods Pty Ltd trading as Masala Makers 1/457-459 Elizabeth Street, Surry Hills NSW 2010