Last updated: April 11, 2026
1. 14-Day Remedy Window (ACL + Gnomnivore Promise)
We back every spicy snack with the guarantees set out in the Australian Consumer Law (ACL). If your item is faulty, spoiled, damaged in transit or not as described, you have 14 days from the date you receive it to let us know and choose a remedy: refund or replacement.
No change-of-mind returns
Because food safety regulations prevent us re-selling returned snacks, we cannot accept returns where you simply change your mind.
2. Eligibility Checklist
To process your claim, we need:
- Order number and proof of purchase.
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Clear photos or video showing the fault, damage or wrong item. This matches the approach of leading e-commerce brands and avoids the bio-hazard of returning opened food.
- For obvious transit damage, we usually do not require you to ship the product back. If lab analysis or quality testing is needed, we’ll email you a prepaid, temperature-safe return satchel and instructions. Under ACL we pay those return costs for faulty goods.
3. How to Start a Claim
Email info@gnomnivore.com.au within 14 days and include the above evidence. Returns (when requested) should be sent to:
Gnomnivore
7 Avalon Walk, Armstrong Creek VIC 3217, Australia
Items returned without an approved Return Merchandise Authorisation (RMA) number will not be accepted.
4. What Happens Next
- We review your evidence within 2-5 business days.
- If approved, we’ll confirm whether a return sample is needed.
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Refunds are processed to your original payment method within 10 business days (Shopify Payments handles the transfer).
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Replacements ship free via the same service level as the original order.
- If more than 15 business days have passed since we confirmed your refund, email us so we can escalate with the payment provider.
5. Items That Can’t Be Returned
- Opened, partially consumed or unsealed snack packs unless we request a sample for testing.
- Sale items or gift cards.
- Any product you have kept beyond 30 days without reporting a fault.
- Non-food merchandise (when we launch it) that has been used or is not in resaleable condition.
Please get in touch if you have questions or concerns about your specific item.
6. Exchanges
Need a different flavour? Place a new order after we approve your refund or credit -this is the fastest way to get fresh stock.
7. Shipping Fees & Fraud Prevention
Shipping fees you paid on the original order are refunded only when the product is confirmed faulty, in line with ACL guidance.
We reserve the right to cancel or refuse orders we believe are fraudulent or reseller-driven (ACCC recommends clear disclosure of this right).
8. Questions?
We’re here to help: info@gnomnivore.com.au
