Refund policy

We want you to be happy with your honey. If something is wrong, email us at farmgatehoneyau@gmail.com 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 to your original payment method within 5 business days.

Opened food cannot be returned

We cannot accept a return of honey, comb honey or any other food product once it has been opened, unless the product 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.

Damaged in transit, wrong, or faulty

Glass travels badly and occasionally a jar does not survive the trip. If your order arrives damaged, incorrect or faulty:

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

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, and anything made or packed to your specification, are not covered by the 30 day change of mind window. Your Australian Consumer Law rights still apply in full.