Terms of service

The term “ThePouchShop”, “us” or “we” refers to the owner of the website whose registered name is Omniverse Foster Packaging (Trading as ThePouchShop). Our registered office is located at 43–47 Cleeland Road, Oakleigh South, Victoria 3167. ABN: 19 166 108 176. The term “you” refers to the user or viewer of our website.

• The content of the pages of this website is for your general information and use only and is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose; we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk. It is your responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us (including, without limitation, the design, layout, look, appearance and graphics). Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
• Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time this website may include links to other websites. These links are provided for your convenience to provide further information and do not signify that we endorse the website(s). We have no responsibility for the content of linked website(s).
• Your use of this website and any dispute arising out of such use is subject to the laws of Australia.
• We cannot guarantee delivery times and will not be held responsible for any damages that may arise as a result of any delays in transport.

This policy applies to products purchased through ThePouchShop (Australian Specialty Paper). We do not accept returns or exchanges for change-of-mind purchases. ThePouchShop adheres strictly to the Competition and Consumer Act 2010 and provides exchanges and returns as required by this Act. To ensure you order the correct product for your needs we offer a sample service—purchase a sample of any product prior to ordering a large quantity.

We do not accept exchanges or refunds in the following situations (Australian Consumer Law):

• Changed your mind (e.g. no longer require the boxes or ordered too many of a particular product).
• Ordered the wrong item (e.g. the packaging you purchased was too large or too small for your needs).
• Found the goods cheaper elsewhere.
• You were aware of the relevant fault before buying the goods (e.g. sample stock).
• Damaged the goods by misusing them (e.g. folded products incorrectly).
• As a result of any delays by a courier.

Order cancellations: If an order is cancelled prior to dispatch, a 20% administration and processing fee is applicable and a ThePouchShop store credit will be issued. This does not apply to manufactured orders—once an order is placed for a manufactured product/made-to-order item, it cannot be cancelled. In the event of a cancellation of a manufactured product, no refund or store credit is available.

Store credit expiry: All ThePouchShop store credits expire within 6 months of issue.

Unless other arrangements have been made in writing with ThePouchShop, all warehouse collections must be collected within 5 business days from notification of availability by the warehouse. If your order is not collected within this period and no special arrangements have been made, your order will be cancelled and subject to a 20% administration and processing fee and a ThePouchShop store credit will be issued.

This does not apply to manufactured orders that are not collected. Once an order is placed for a manufactured product, it cannot be cancelled. In the event of a cancellation of a manufactured product, no refund or store credit is available.

General sample enquiries:

• A postage and handling charge may be applicable.
• A sample charge may apply and only one sample per product can be supplied.
• Samples are provided in brown or white with a colour swatch.
• Manufactured-to-order samples are provided in brown only with a colour swatch for your viewing.

If you are ordering samples under our current free sample promotion, the offer is limited to 2 free samples per customer. Samples are provided in brown or white with a colour swatch. There may be a postage and handling charge (depending on your chosen samples) if you are unable to collect your free sample from our warehouse. All sample orders must be placed via phone on (03) 9021 0490.

You can also request samples by calling (03) 8689 9344 or by filling out the form at www.ThePouchShop.com.au/v/Samples.

We accept payment via Direct Deposit, PayPal, Cheque and Credit Card. A 3% surcharge applies to AMEX. A 1.5% surcharge applies to Visa or Mastercard if the order value exceeds $5,000.

We take extreme care to ensure our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help resolve the problem.

Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your order. All claims for faulty or incorrectly delivered items must be received within 5 days from date of dispatch.

ThePouchShop may ask you to provide further information or photographs via email to help us assess your situation and resolve the issue as fast as possible.

All online purchases claimed as faulty will need to be sent back to ThePouchShop for an official assessment by the ThePouchShop product development team.

Once your goods have been received by ThePouchShop, please allow up to 5 working days for your refund to be processed back to your account. Your receipt of the refund will depend on the period of time it takes your financial institution to finalise the transaction.

The Customer Service team operates Monday to Friday (excluding public holidays in Melbourne, Australia) from 9:00am – 5:00pm Australian Eastern Standard/Daylight Savings Time.