Customer service
Shipping & Returns
Flexible delivery, including free delivery on qualifying orders, 30-day returns and 30-Day Test & Decide on vacuum sealers.Last updated: 14 November 2026 · Taste Factory Pty Ltd t/as LAVA Australia
At a glance
- Free deliveryfrom $250 inc. GST, anywhere in Australia
- $9.95shipping on orders under $250
- 3–12 daysdelivery anywhere in Australia
- 30 daysreturns and exchanges, Test & Decide on sealers
The details
Free delivery
Orders of $250 or more (inc. GST) ship free by standard delivery to any street address in Australia, Tasmania included. We cannot deliver to PO Boxes. Orders under $250 incur a $9.95 delivery fee.
Delivery times
Anywhere in Australia, Tasmania included: usually 3–12 business days after dispatch, depending on the location.
Delivery times are estimates: weather, carrier delays and peak times such as Christmas can make them longer. Large or heavy orders may arrive in several parcels. If your order is time-sensitive, please contact us about express delivery.
Express delivery
Need it faster? Contact us for express options and a quote. Express isn't a choice at checkout: we arrange it with you before you order, depending on the parcel's size and weight and where it goes.
Express costs extra: we charge the difference between standard and express rates, which depends on the parcel's weight and size. Check the cost with the Australia Post calculator (opens in a new tab), using "From: Alfred Cove, 6154, WA".
International shipping
We ship to New Zealand and other Oceania countries by email quote: these orders can't be placed at the online checkout. Contact us with what you'd like and your address, and we send a quote and invoice with a payment link or bank transfer details. The order ships once it's paid; delivery takes 4–14 business days to New Zealand and 5–21 business days elsewhere in Oceania.
International orders are charged without Australian GST, but may be subject to import duties and taxes — please check with your local authorities.
Out-of-stock items
If an item is out of stock, we let you know as soon as possible. You can wait for the restock, or receive a full refund if the item cannot be reordered.
30-Day Purchase Confidence
Invest with confidence. Supported by expertise. Changed your mind? Return eligible unused products within 30 days of delivery, or exchange them once without a restocking fee. Refunds incur a 10% restocking fee, and return shipping is at your expense.
Change-of-mind returns
You can return a product within 30 days of delivery if it is unused, undamaged and complete, in its original packaging with all accessories, manuals and labels. Opening the box to look at the product is fine. A product that shows signs of use, operation, testing or food contact can't be returned for change of mind (vacuum sealers: see 30-Day Test & Decide below).
- A restocking fee of 10% of the product price is deducted from every approved change-of-mind refund, unopened products included. It covers handling, inspection, administration, repackaging and payment costs; there are no other fees.
- For example: on a $1,000.00 sealer the fee is $100.00, and you receive $900.00.
- You pay the return shipping, and the original shipping is not refunded.
- Please pack the product safely. It is your responsibility until it reaches us: use a tracked, insured service.
Exchange without the restocking fee
Chosen the wrong model? Within the 30 days you can exchange an eligible product once per order for another product, with no restocking fee. We're happy to help you choose the right one first.
- You pay the shipping both ways.
- If the new product costs more, you pay the difference. If it costs less, we refund the difference to your original payment method, without a fee.
- We send the new product once the returned one has arrived and been checked.
- A second exchange from the same order is a change-of-mind return.
Not returnable for change of mind
- Opened vacuum seal bags and rolls.
- Items made or ordered specially for you.
- Items bought for one-off use, for example a trade show.
30-Day Test & Decide on vacuum sealers
Try it at home. Buy with confidence. Within 30 days of delivery you may unpack, inspect and dry-test your vacuum sealer with clean, empty vacuum bags.
- Dry test only: no food, liquids or other contents in the bags.
- Send it back clean, undamaged and complete, with all accessories, manuals and packaging.
- The change-of-mind rules apply: a 10% restocking fee on a refund, return shipping at your expense. Or exchange it for another model without the fee.
- Bags and accessories bought with the sealer follow the change-of-mind rules: opened bags and rolls can't be returned.
- If a sealer comes back, its starter set stays with you, opened or not, at no charge.
Damaged or faulty goods
Tell us as soon as possible: for damage in transit ideally within 7 days of delivery, so we can claim from the courier. Photos help.
There is no restocking fee, and we cover the reasonable cost of returning the item.
The rules above are for voluntary change-of-mind returns only. They never limit your rights under the Australian Consumer Law, and they don't change the warranty.
How to return or exchange
- Email us at service [at] la-va.com.au with your order number, the reason and whether you'd like a refund or an exchange, or use our contact page.
- We send you a return authorisation (RMA) number and the return address. Please wait for it before sending anything, and put the RMA number on the parcel.
- We refund you within 5 business days of receiving and checking the return, to your original payment method.
- Cancellations: before dispatch you get a full refund; after dispatch it is a change-of-mind return.
Warranty claims and repairs: Warranty. Full terms: Terms & Conditions.