Returns and Refund Policy

Returns & Refunds Policy

1) Damaged, Faulty, or Incorrect Items (Our Error)

If your order arrives damaged, faulty, or not as described / incorrect, please contact us as soon as possible after delivery with your order number and photo evidence (item(s), packaging, and shipping label).

For faster resolution, we recommend contacting us within 24–48 hours, however this does not limit your rights under the Australian Consumer Law (see section 5).

What we will do

We will assess the issue and, where applicable, offer a replacement, refund, or other remedy in line with ACL.

We will provide return instructions if a return is required.

Return timeframe (where a return is required)

If we ask you to return an item, it must be returned within 14 days of us providing return instructions, unless otherwise agreed.

2) Change-of-Mind Returns

Due to food safety and hygiene reasons, we do not accept returns for change of mind, including:

you ordered the wrong item

you no longer want the product

you found it cheaper elsewhere

If you believe you received the wrong item or it arrived damaged/faulty, please refer to section 1.

3) Sale Items

Sale items are not returnable for change of mind.
This does not affect your rights under the Australian Consumer Law for faulty goods.

4) Refund Processing and Fees

Refunds are issued to the original payment method.

We do not charge “administration fees” for refunds where a remedy is required under ACL (e.g., faulty/damaged/incorrect goods).

Order cancellation before dispatch (customer request)
If you request a cancellation before the order has been dispatched, we will refund the order amount minus any non-recoverable payment processing fees charged to us by the payment provider (if applicable). We will advise the exact amount at the time of your request.

International returns / uncollected or refused parcels
If an international parcel is refused or not collected and is returned to us, we will process a refund less the original shipping/postage cost (as shipping has already been paid and used).

5) Australian Consumer Law (ACL)

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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

6) How to Contact Us

Email: info@australianbonebrothco.com.au
Please include: order number + photos (item(s), packaging, shipping label).