Refund policy

Refund Policy

At Wattle & Flame, we’re proud to deliver premium, kiln-fired Australian charcoal. Each bag is packed with care, however due to the natural brittleness of charcoal and our use of eco-friendly paper packaging, some minor breakage and dust is normal and to be expected.

Damaged or Incorrect Items

If your order arrives with significant damage — such as torn bags, extensive leakage, or incorrect items — please contact us within 7 days of delivery so we can make it right.

To assist with your claim, please email us at support@wattleandflame.com.au with:

• Your order number

• A description of the issue

• Clear photos showing the damage or issue

We will assess the situation and offer a suitable resolution, which may include a replacement, store credit, or refund.

Please note:

• Minor cracking or dust is common with natural lump charcoal and is not considered damage.

• Claims made after 7 days of delivery may not be accepted.

Change of Mind

Due to the nature of our product, we’re unable to offer refunds or exchanges for change of mind. Please review your order carefully before completing checkout.

Refund Process

If your refund is approved, it will be processed to your original payment method. Please allow 3–5 business days for the refund to appear, depending on your financial institution.