Refillable Shop Policies

At Refillable, we endeavour to always adhere to strict Health, Safety, and Hygiene practices. For your benefit, and to ensure a pleasant shopping experience for all, please kindly note our shop policies:

​

• Family-friendly environment – Refillable Shop is a family-friendly experience. For safety reasons, only individuals over the age of 18 are permitted to operate refilling units and handle naked products. Younger shoppers are very welcome, and we’ve created a fun chalk wall to keep them entertained, away from jars and refill stations.

• Hygiene and safety – Sanitising stations are provided throughout the shop for your use. All food must be handled with the tongs and scoops provided. Please do not lean over or open food containers unless you intend to refill.

• Staff assistance – Our team members reserve the right to step in and assist customers to avoid spillages, damage to property, or risks to other shoppers.

• Spillage charges – These apply if goods are wasted. Please ask for help if unsure when refilling.

• Respectful environment – Refillable has zero tolerance for confrontational, abusive, or antisocial behaviour. Our staff are hardworking and dedicated, and we expect all customers to treat them with the same respect.

• Dogs welcome – We love dogs! Please ensure they are kept on a short lead at all times and away from food.

 

Returns and Refunds

• Once a product has been removed from its container, it is fully chargeable.

• Due to the nature of our business and unpackaged goods, all sales are final. We operate a no returns, no refund policy.

• Exceptions apply only in the case of:

  • Factory manufacturing defects

  • Official manufacturer recalls

• In such cases:

  • Products must be returned in their original state not later than 48 hours

  • Proof of purchase is required

  • Store credit will be issued (no cash refunds)

  • Returns will not be accepted for personal taste, preference, or change of mind

  • Please allow time for the supplier’s response and resolution