Refund policy

The Premium Way is operated by Jai Samadhi Pty Ltd, ABN 56 693 253 940.

Nothing in this policy limits your rights under the Australian Consumer Law. This policy forms part of our Terms of Service.

Last updated: 30 October 2026

1. Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Products must be of acceptable quality, match their description, be fit for any purpose you told us about, and match any sample or demonstration model.

If a product has a major failure, you choose whether you want a refund or a replacement, and you may also be entitled to compensation for any other reasonably foreseeable loss or damage.

If the failure is not a major one, we may choose to repair the product, replace it, or provide another remedy allowed by the Australian Consumer Law.

These rights are not limited by any time frame in this policy. Where there is any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law applies.

2. Change-of-mind returns

We offer a 14-day change-of-mind return window from the date your order was delivered. Change-of-mind returns are offered as a courtesy and are not required under the Australian Consumer Law.

To qualify, all of the following must be met:

  • The product is unused, unopened and in its original box with all accessories, manuals and protective materials.
  • The product is in the same condition as received.
  • You provide proof of purchase (order confirmation, receipt or invoice).
  • The return request is sent to us by email within 14 days of delivery.
  • You have received return approval from us before sending the item back.

If your order was sent with free shipping, the delivery cost we paid is deducted from your store credit. See section 8.

You may also cancel an order at no cost at any time before it is dispatched. Cancellation after dispatch is covered by our Shipping Policy.

3. Items excluded from change-of-mind returns

  • Any product returned more than 14 days after delivery.
  • Any product that has been opened, used, assembled or altered.
  • Products sold as clearance, seconds or end-of-line items.
  • Gift cards and vouchers.
  • Custom, made-to-order, personalised or engraved items.
  • Consumable accessories and parts (for example grommets, seals and mouth tips) once opened.
  • Products in our Sale collection. These are final sale for change of mind.

These exclusions apply to change-of-mind returns only. If any of these items is faulty, damaged or not as described, your rights under the Australian Consumer Law apply in full.

4. Faulty, damaged and incorrect items

Damaged on arrival. If your order arrives damaged, contact us as soon as possible and within 48 hours of delivery by emailing support@thepremiumway.com.au with your order number, photographs of the outside of the parcel, photographs of the inside of the parcel and protective materials, and photographs of the damaged product from several angles.

We ask for 48 hours because transit damage is claimed against the carrier and the carrier's claim window is short. Contacting us later does not affect your rights under the Australian Consumer Law.

Faulty or defective products. If a product develops a fault within a reasonable period after purchase, contact us with your order number, a description of the fault, and photographs or video where possible. We assess each claim and provide a repair, replacement or refund in accordance with the Australian Consumer Law. We may ask you to return the item for assessment, at our cost where section 1 applies.

Incorrect or missing items. If you receive the wrong product or variant, or an item is missing, contact us as soon as possible, ideally within 7 days of delivery, so we can correct it quickly. We will send the correct item at no cost and provide a prepaid label for any incorrect item. Contacting us later does not affect your rights under the Australian Consumer Law.

Please keep the item and everything it came with until we have assessed the claim. We may ask you to dispose of a damaged item safely rather than return it.

5. Refund method

Change-of-mind returns. Approved change-of-mind returns are refunded as store credit, issued to your account for use on future purchases. Store credit does not expire.

Faulty, damaged or incorrect items. Where a refund is provided under the Australian Consumer Law, it is made to your original payment method, whether card, Apple Pay, Google Pay, PayPal, Klarna or Zip. Refunds usually appear within 5 to 10 business days depending on your bank or payment provider.

6. Partial refunds

For a change-of-mind return, only part of the price may be credited where the item is not in its original condition for reasons within your control, for example missing parts, a damaged box or signs of use. We tell you the amount and the reason before the credit is issued.

Partial refunds do not apply where a product is returned because of a fault, damage or a failure to meet a consumer guarantee.

7. Glass and fragile items

Many shisha products contain glass. For a change-of-mind return involving glass or fragile items, pack the item in its original box with additional cushioning around all glass parts. We are not responsible for damage in transit on a change-of-mind return caused by inadequate packing, and a damaged item may be declined or partly credited under section 6.

For glass that arrives damaged, follow section 4 and keep the box and all materials for inspection.

8. Return shipping

Change-of-mind returns. You are responsible for return shipping. We do not charge a restocking fee. Original shipping charges paid at checkout are not refunded. If your order was sent with free shipping, the delivery cost we paid to send it to you is deducted from your store credit. This is the exact amount our courier charged us, with no margin or handling fee added, and we tell you the amount before you send the item back. If we arrange the return for you, the cost of that return shipping is also deducted.

We recommend a tracked service for any return. A change-of-mind return remains at your risk until it reaches us.

Faulty, damaged or incorrect items. Where a return is needed because of a fault, damage or our error, we cover the cost of return shipping. We provide a prepaid label or arrange a courier collection.

9. How to request a return

Email support@thepremiumway.com.au with your full name, your order number, the product you wish to return, the reason, and photographs where the item is damaged or faulty.

We reply within 1 to 2 business days with return instructions. Do not send an item back before receiving return approval from us, and do not return items to the manufacturer. We cannot accept a return that was sent without approval.

10. Inspection and processing

We inspect a returned item within 3 business days of receiving it and email you to confirm whether the return is approved.

If approved, store credit or a refund is processed within 2 business days of approval. Your bank or payment provider may take further time to show it.

If a change-of-mind return is declined, we tell you why and send the item back to you at your cost. A claim under the Australian Consumer Law is never declined on the grounds in sections 2 or 3.

11. Delayed or missing refunds

If you have been told a refund or store credit has been processed but have not received it, check your email including junk folders for the store credit notice, allow up to 10 business days for a refund to your payment method, and then contact your bank or payment provider. If it still has not arrived, contact us and we will investigate.

12. Changes to this policy

We may update this policy. Changes apply to orders placed after the change is published. The version that applies to an order is the one published when the order was placed.

13. Contact

Jai Samadhi Pty Ltd trading as The Premium Way

ABN: 56 693 253 940

Address: 20/573 Burwood Highway, Knoxfield VIC 3180, Australia

Phone: 0499 744 742

Email: support@thepremiumway.com.au