Refund policy

We want you to be happy with your honey. If something is wrong, email sales@farmgatehoney.com.au and we will sort it out.

Change of mind, 30 days

You may return an unopened product in its original packaging within 30 days of delivery for a refund or an exchange. Email us first so we can give you a return address and a reference number. You pay the return postage, and we recommend a tracked service, because we can only refund goods that reach us intact. We do not charge a restocking fee. Once the return arrives and is checked, we refund you the way you paid within 5 business days.

Christmas gifts

Orders placed between 1 November and 24 December can be returned under the change of mind rules above until 15 January the following year, so a gift can come back after Christmas.

Opened food cannot be returned

We cannot accept a return of honey, comb honey, bee pollen or any other food once it has been opened, unless it is faulty. This is a food safety rule, not a preference, and it does not affect your rights under the Australian Consumer Law set out below.

Gone solid? That is not a fault

Honey candies, or crystallises, over time. Some batches do it within weeks and some take months, and cool weather speeds it up. It is still good honey. To bring it back, stand the bottle or tin in warm water until it clears. Do not microwave it and do not boil it.

Colour, flavour and thickness also vary from batch to batch and season to season, because the bees work whatever is flowering. That is honey behaving normally, not a fault.

Damaged in transit, wrong, or faulty

If your order arrives damaged, incorrect or faulty:

  1. Email sales@farmgatehoney.com.au within 7 days of delivery with your order number and a photo of the product and the box.
  2. We will replace it or refund it, whichever you prefer.
  3. Do not post it back. We will tell you if we need anything returned, and if we do, we pay the postage.

Telling us within 7 days lets us claim from Australia Post. If you find a fault later, tell us anyway: your rights under the Australian Consumer Law do not end after 7 days.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Orders not covered by the change of mind window

Wholesale and food service orders, tickets to farm events, and anything made or packed to your specification are not covered by the change of mind window. Your Australian Consumer Law rights still apply in full.

Bought at the farm gate

Honey bought at our farm gate or at a farm event is covered by this policy too. Email us first and we will arrange it.

Cancelling an order

If you have not paid yet, just tell us. If you have paid and your order has not been dispatched, email us and we will cancel it and refund you in full. Once it has been dispatched it becomes a return.

Farmgate Honey is operated by Farmgate Honey Australia Pty Ltd, ABN 26 613 791 174.

Last updated: 22 September 2026.