Surry Hills Returns Policy

The Essential Ingredient Surry Hills carries out all retail transactions in accordance with Australian Consumer Law as handed down by the ACCC.

A brief summary of your rights with regards to the return of goods is provided below.

Should you require further information, a copy of the rules and regulations governing retail transactions and your rights as a consumer can be provided in store or by following this link: ACCC Your Shopping Rights

Items you no longer want (change of mind purchases or a gift)

Under Australian Consumer Law retailers are not legally required to offer refunds, store credit or an exchange for change of mind purchases. The Essential Ingredient Surry Hills does however allow customers to exchange goods, with the exclusion of food and sale, discontinued and clearance items (see below), for either a store credit, an item of equal value or greater value where the outstanding amount is payable by the customer or a combination of both exchange and store credit. Items must be returned within 30 days of the original purchase, in a saleable condition (not used) and with their original packaging.

If you are within 30 days of the original purchase date and you wish to return an item you no longer want (excluding food) you can:

Exchange the item for another item and any shortfall in value will be reimbursed to you in the form of a store credit note. Items must be in original condition.


Exchange the item entirely for a store credit of equal value. Credit notes are valid for 12 months from date of issue. Items must be in original condition.

Faulty & expired items

If an item is faulty, expired at time of purchase or does not do what either the packaging or a staff member tells you it will do you can:

Exchange the faulty item for another item and pay the difference in price, or if there is a shortfall between the replacement item and the faulty item receive a refund of the difference.


Receive a full refund to the value of the purchase price of the item.

A refund, exchange or store credit will not be given without first providing proof of purchase. The Essential Ingredient accepts receipts or bank/credit card statements in print or electronic form as sufficient proof of purchase

The Essential Ingredient Surry Hills reserves the right to have inspected, either in store or by the distributor/manufacturer, any items that are returned before a store credit, refund or exchange is issued.

Sale, discontinued & clearance items

Items purchased as part of a sale, discontinued or clearance promotion can only be returned for a refund, exchange or store credit if they:

a.) do not do what the packaging says they will do.

b.) do not do what a salesperson tells you they will do.

c.) cannot perform their primary function i.e. a knife that won’t cut

d.) present a fault during their warranty period.

In summary sale, clearance and discontinued items cannot be returned based on a customer’s change of mind.

Why we do not exchange food items

Unless expired or contaminated at time of purchase we will not offer a refund, exchange or store credit for a food item you no longer want.

Under Australian food safety laws any food item that leaves a store is leaving a quality controlled supply chain environment. Once this occurs the temperature, storage and handling of that food item is no longer subject to stringent food safety controls. Under the relevant law these food items cannot be resold if returned to a retailer, even if they appear to be unopened, and must be disposed of.

The Essential Ingredient Surry Hills encourages all its customers to choose food items carefully when shopping with us or any other retailer in order to reduce unnecessary food wastage.

Expired Givex Gift Cards and Gift Vouchers

As of January 1, 2019, gift cards and gift vouchers issued after that date are required by law to have a minimum three year expiry date. The Essential Ingredient has been issuing gift cards and gift vouchers with a three-year expiry date since April 1, 2018. Gift cards and gift vouchers issued prior to April 1, 2018, will still have a 12-month expiry date. Expired Givex Gift Cards and Gift Vouchers cannot be redeemed. We apologise for any inconvenience caused.