1. Overview

This Return & Refund Policy applies to all wholesale orders placed with Versana Distribution Pty Ltd (ABN 53 688 137 162), trading as Lolliverse ("we", "us", "our"). It forms part of our Wholesale Terms & Conditions and should be read alongside our Shipping & Delivery Policy.

We are committed to supplying quality confectionery products and resolving genuine issues fairly and promptly. Please read this policy carefully before placing an order.

2. No Change-of-Mind Returns

Due to the perishable and consumable nature of confectionery products, we do not accept returns or issue refunds for change-of-mind purchases. This includes situations where you have over-ordered, ordered the wrong product, or no longer require the goods.

We encourage all buyers to review their orders carefully before submission. If you are unsure about a product, please contact us before ordering and we will do our best to help you make the right selection.

3. Eligible Claims

We will consider a return or refund claim in the following circumstances only:

• The goods received are damaged in transit

• The goods received are incorrect (i.e. not what was ordered and confirmed)

• The goods received are defective or of unacceptable quality under the Australian Consumer Law

• The goods received are short-shipped (i.e. fewer units than invoiced)

Claims outside these categories will not be accepted.

4. How to Lodge a Claim

To lodge a valid claim, you must contact us within 48 hours of delivery. Claims made outside this window may not be accepted, except where required by the Australian Consumer Law.

To lodge a claim, please email wholesale@versanadistribution.com.au with the following:

• Your business name and order number

• A clear description of the issue

• Photographs of the affected goods and outer packaging (required for damaged goods claims)

• The quantity of affected units

We will acknowledge your claim within 2 business days and advise next steps.

5. Assessment & Resolution

All claims are assessed on a case-by-case basis. We may request additional information or evidence before making a determination.

Where a claim is approved, you may choose from the following resolutions:

• Replacement of the affected goods

• Store credit to be applied to a future order

• A partial or full refund to your original payment method

The resolution offered will be proportionate to the nature and extent of the issue. We reserve the right to offer a partial resolution where only part of an order is affected.

6. Return of Goods

Whether goods need to be returned to us will be assessed on a case-by-case basis depending on the nature of the claim. We will advise you of our requirements when we respond to your claim.

Where a return is required and the fault is ours (e.g. incorrect or defective goods), we will cover the cost of return freight by providing a prepaid return label or arranging collection.

Where a return is required and the situation is less clear-cut, return freight arrangements will be agreed in writing as part of the claim resolution process.

Goods must not be returned without our prior written authorisation. Unauthorised returns will not be accepted and will be returned to the sender at their cost. Returned goods must be in their original packaging where possible.

7. Refund Processing

Approved refunds will be processed within 5-7 business days of the claim being finalised. Refunds will be issued via bank transfer (EFT) to the account used for the original payment.

We are not responsible for delays caused by banking institutions in processing refunds.

8. Best Before Dates

All confectionery products sold by us carry a best before date. We take reasonable care to dispatch products with adequate shelf life remaining for wholesale and retail purposes.

Best before dates are not a safety indicator but reflect the manufacturer's estimate of peak quality. We do not accept returns or issue refunds solely on the basis of best before dates unless the product was dispatched with insufficient shelf life as agreed at the time of ordering.

If you have specific shelf life requirements for your business, please advise us at the time of ordering and we will do our best to accommodate.

9. Australian Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law (ACL) or any other applicable legislation. Where the ACL provides you with guarantees that cannot be excluded, this policy operates alongside those guarantees.

Under the ACL, you are entitled to a replacement, repair, 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.

10. Contact Us

For all returns, refund enquiries, or claims, please contact us:

• Email: wholesale@versanadistribution.com.au

• Phone: +61 435 110 786

• Address: Unit 9, 7-9 Progress Circuit, Prestons NSW 2170, Australia

• Business hours: Monday to Friday, 9:00am - 5:00pm AEST