Refund policy

Last updated: 29 October 2026

We want you to be happy with what you buy on Blueberry Bear Organics. This policy explains how returns and refunds work on our marketplace. Nothing in this policy limits your rights under the Australian Consumer Law.

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.

In plain terms: if something you bought has a problem, you’re entitled to a remedy, which may be a repair, a replacement or a refund. If the problem is a major failure, you can choose a replacement or a refund. You can also claim compensation for any other loss or damage that was reasonably foreseeable.

How returns work on a marketplace

Blueberry Bear Organics brings together products from many independent brands. Many products are shipped directly by the brand that sells them, so returns are handled case by case with the relevant brand. We’ll help coordinate the next steps for you.

If something isn’t right

Email us at [email protected] with:

• your order number
• what you ordered
• a short description of the issue

We’ll get back to you as soon as we can and let you know what happens next.

Please don’t post items back until we’ve confirmed where they should go. Because products come from different brands, the return address depends on the item.

If an item is faulty, incorrect or arrived damaged, we’ll arrange a replacement or refund in line with the Australian Consumer Law. If the item needs to come back, we’ll tell you how to return it. Where returning it would involve a significant cost to you, we’ll arrange for it to be collected or cover the reasonable cost of returning it.

Please let us know within 30 days of delivery if an item is faulty, incorrect or arrived damaged. Approved returns are sent back by post, and there is no restocking fee. This doesn't limit your rights under the Australian Consumer Law, which may still apply after 30 days.

Change-of-mind returns

Whether a change-of-mind return is possible depends on the return policy of the brand that sold the item. Email us with your order number before sending anything back and we’ll confirm whether the brand accepts change-of-mind returns and on what terms.

Even where a brand accepts change-of-mind returns, these items can’t be returned simply because you’ve changed your mind, for hygiene and safety reasons:

• food, drinks and other perishable goods
• opened or used personal care, skincare, beauty and body care products
• items with a broken hygiene seal

These exceptions apply to change of mind only. They don’t affect your rights under the Australian Consumer Law if an item is faulty, not as described or not of acceptable quality.

Refunds

Approved refunds are paid to your original payment method. We'll process approved refunds within 10 business days and let you know once it's done.

If your order came in separate parcels from different brands, we’ll look at each item on its own, case by case with the relevant brand.

Order cancellations

If you need to cancel an order, email us as soon as possible with your order number. If the brand hasn’t dispatched the item yet, we’ll do our best to cancel it and refund you in full for that item. Once an item has been dispatched, the sections above apply.

For customers in the European Union

This section applies only to orders delivered to an address in a European Union member state. For those orders it applies in addition to the sections above, and where anything above is less favourable to you, this section applies instead. Nothing in this section limits the mandatory consumer rights you have under the law of the country where you live.

Your right to cancel

You have the right to cancel your order within 14 days without giving any reason. The cancellation period ends 14 days after the day you, or someone you name other than the carrier, receive the goods. If your order arrives in separate parcels, the 14 days run from the day you receive the last item.

To cancel, tell us clearly that you have decided to cancel, for example by emailing [email protected] with your name, your order number and the items you are cancelling. You can use the model cancellation form below, but you don't have to. It is enough to send your message before the 14 days end.

Your refund

If you cancel, we will refund all payments we received from you for the cancelled items, including the standard delivery cost, without undue delay and no later than 14 days from the day we receive your cancellation. If you chose a delivery option that costs more than our cheapest standard delivery, we don't have to refund the extra amount. We will refund you using the same payment method you used, unless you have expressly agreed otherwise, and you won't be charged any fee for the refund. We may withhold the refund until we have received the goods back or you have shown us proof that you have sent them back, whichever happens first.

Returning the goods

Please send the goods back without undue delay and no later than 14 days from the day you tell us you are cancelling. Because our products come from different brands, please contact us first and we will give you the correct return address. You will need to pay the direct cost of returning the goods. You are only responsible for any reduced value of the goods caused by handling them more than is needed to check what they are, their characteristics and how they work.

When the right to cancel does not apply

The right to cancel does not apply to:

• sealed goods that are not suitable for return for health protection or hygiene reasons, such as cosmetics, skincare, personal care and health products, once they have been unsealed after delivery
• goods that can deteriorate or expire quickly, such as fresh food and other perishable goods

Faulty or not as described

Your right to cancel is separate from your legal guarantee rights. If an item is faulty or not as described, you have the legal guarantee of conformity under the law of your EU country, which lasts for at least two years from delivery. Email us with your order number and a short description of the problem and we will help put it right.

Model cancellation form

Complete and return this form only if you wish to cancel your order.

To: Blueberry Bear Organics, Queensland, Australia, [email protected]
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number:
Ordered on:
Received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

Contact

For anything about cancelling or returning an order in the European Union, email [email protected] with your order number.

Questions

Email [email protected] or visit our Returns & refunds and Help pages.

Blueberry Bear Organics · ABN 98 499 397 601 · Queensland, Australia

The Blueberry Bear Team