Shipping and Returns Policy

Last updated 2 November 2026

This shipping and returns policy explains how we deliver your order across Australia and New Zealand, what we do if something goes wrong, and how returns and refunds work. It forms part of our Terms and Conditions.

This policy is in addition to your rights under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act 1993. Nothing on this page excludes, restricts or modifies any of those rights.

1. Where we ship

We ship across Australia and to New Zealand from our warehouse in Springvale, Victoria. We do not currently ship to other countries.

All prices on generationucan.com.au are shown in Australian dollars (AUD) and charged in AUD.

New Zealand orders valued at NZ$1,000 or less have nothing to pay to NZ Customs on arrival. Orders above NZ$1,000 may attract NZ GST and import charges, which the recipient pays.

2. Delivery options, costs and times

Delivery times count from dispatch. They are estimates based on our carriers' published timeframes, not guaranteed delivery dates, and can run longer for remote postcodes, during peak periods such as Black Friday and Christmas, or when carriers face delays.

3. Free shipping

• Australian orders of $180 or more get free Standard delivery.
• New Zealand orders of $200 or more get free Standard delivery.
• We apply the threshold to your order total after any discount code.
• Express delivery is never free.
• Free shipping does not apply to remote postcodes. Checkout shows the rate for your postcode before you pay.

4. Dispatch and tracking

We pack and dispatch orders from our warehouse in Springvale, Victoria, run by our logistics partner Pik Pak, typically within 1 business day of payment. Orders paid by bank transfer leave once the payment reaches our account.

If an item becomes unavailable after you order, we contact you before dispatch and offer a substitute, a short wait or a refund for that item, whichever you prefer.

You receive a tracking link by email as soon as your order ships.

5. Risk and title

Risk in the products passes to you on delivery. Title in the products passes to you once we have received full payment.

6. Incorrect or incomplete addresses

Please double-check your delivery address before placing an order. We ship to the address provided at checkout. If a parcel comes back to us because of an incorrect or incomplete address, or because no one was available to accept it after the carrier's redelivery attempts, we will contact you, and you will be responsible for the cost of re-shipping. If you would rather have a refund, we refund the products once the parcel is back with us, less the original delivery fee and any return charge the carrier bills us.

7. International transaction fees

Because Generation UCAN Ltd is a UK-registered company, your bank may add an international transaction fee to your purchase. If your bank charges this fee on your Australian or New Zealand transaction, contact us at sales@generationucan.com.au with proof of the fee and we will refund it as a goodwill gesture.

Customers with an Australian bank account can choose bank transfer at checkout instead of a card. No card fee applies, and 2% comes off the order.

8. Non-delivery or late delivery

If your order has not arrived within the expected delivery window (see Section 2), contact us at sales@generationucan.com.au with your order number. We will

• investigate with the carrier and locate your parcel
• send you a replacement at our cost or refund you in full if the carrier confirms the parcel is lost in transit
• keep you updated throughout

If tracking shows your parcel as delivered and you cannot find it, check around the property and with neighbours, then contact us within 7 days of the delivery date. We will lodge a claim with the carrier. If you gave authority to leave, the parcel becomes your responsibility once the carrier leaves it at the address you provided.

9. Damaged or defective products

If a product arrives damaged, defective or with a quality issue, contact us within 14 days of delivery at sales@generationucan.com.au and include

• your order number
• a description of the issue
• a photo of the product and packaging where possible

We may ask for photos, the batch number printed on the pack, or the product itself before we confirm a claim. Once confirmed, we offer you the choice of a full refund, including the delivery fee you paid, or a free replacement sent at our cost. Replacements ship by Standard delivery unless we agree otherwise.

You will generally not need to return the product. If we do ask you to return it, we will cover the return shipping cost.

If you notice a problem after 14 days, contact us anyway. Your rights under the consumer guarantees still apply.

10. Wrong item received

If you receive a product different from what you ordered, for example the wrong flavour, the wrong quantity or a missing item, contact us within 14 days of delivery. We will send the correct item at our cost or issue a full refund, including the delivery fee you paid, whichever you prefer. If we need the wrong item back, we arrange and pay for its return. Replacements ship by Standard delivery unless we agree otherwise.

11. Your rights under Australian and New Zealand law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. You are entitled to

• a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage
• a repair or replacement if the products are not of acceptable quality and the failure is not major

A major failure includes products that

• have a problem that would have stopped you buying them if you had known about it
• are unsafe
• are significantly different from the description
• don't do what we said they would and can't easily be fixed

For minor problems, we will choose between repair, replacement or refund.

12. Change of mind

We accept change-of-mind returns on Australian orders within 14 days of delivery, as long as the products are unopened, sealed and in a condition we can resell.

• Contact us at sales@generationucan.com.au before sending anything. We confirm the return and send you the return address.
• You pay the return postage, and the parcel is your responsibility until it reaches us, so please use a tracked service.
• Once the products arrive and we have checked them, we refund the price you paid for them, after any discount. We do not refund the original delivery fee.
• We deduct a $10 restocking fee per return to cover receiving, checking and restocking the products.
• If your order shipped free and the return takes it below the free shipping threshold, we deduct the $12.50 Standard delivery fee from your refund.
• If the return takes your order below the threshold for a free gift, please send the gift back unopened, or we deduct its listed price from your refund.

Opened products cannot be returned for change of mind, for hygiene and food safety reasons. Single sachets, sample and trial packs, gift cards, club and custom orders, and New Zealand orders are not eligible for change-of-mind returns.

This does not affect your rights where a product is defective, of unacceptable quality or not as described (see Sections 9 and 10).

13. How refunds are issued

What we refund depends on the reason. Faults, damage in transit and our mistakes are refunded in full, including the delivery fee. Change-of-mind returns are refunded as set out in Section 12.

We process approved refunds to your original payment method within 5 business days of confirming the claim, or of receiving a change-of-mind return. Orders paid by bank transfer are refunded to the account the payment came from. Your bank or card issuer may take additional time before the refund appears on your statement.

14. Gift cards

Gift cards purchased from generationucan.com.au are valid for 3 years from the date of issue, in line with Australian gift card laws. Gift cards are not refundable except where required by law and cannot be redeemed for cash. Any unused balance after expiry is forfeited.

For any question about your order, delivery, returns or refunds, email us. We aim to respond to all enquiries within 1 business day.