Returns & refunds (draft)

Your rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Everything we and our sellers supply, from food to clothing, bedding and body care, must be of acceptable quality, fit for purpose and match its description. For a major failure you can choose a refund or replacement; for a minor failure the seller may choose to replace or refund.

Fresh, chilled or frozen food

Food usually can't be sent back, so we handle most problems without a return. Tell us as soon as you can, ideally within 48 hours, with your order number, the item, what's wrong and a photo. This timeframe is a request, not a limit on your rights.

Usually covered: spoiled or damaged items, chilled food that arrived warm, past use-by date, wrong or missing items, a product described as certified organic that isn't, or that carries the wrong label badge.
Usually not a fault: natural variation in fresh produce, normal ripening, food spoiled after delivery because it wasn't refrigerated.

Clothing, bedding, towels and body care

If an item is faulty, not as described or the wrong size you were sent, email [email protected] with your order number and photos and we'll arrange a return, replacement or refund. For hygiene reasons, opened body care can usually only be returned if it's faulty.

Change of mind

We and our sellers generally don't accept change-of-mind returns on food. For clothing, bedding and unopened body care, change-of-mind returns depend on the seller or, for our ships-direct range, the supplier: the listing will say (unworn, unwashed, tags attached, usually within 30 days). Return postage for change of mind is usually paid by you.

Food safety and recalls

If you think a product made someone unwell, seek medical advice first, then email [email protected] and keep the product and packaging. Recalled products are removed from sale and refunded.

Refunds

Refunds go to your original payment method. Your bank may take 5–10 business days to show it. If we can't resolve a complaint, you can contact the consumer protection agency in your state or territory (for example the Office of Fair Trading Queensland, NSW Fair Trading or Consumer Affairs Victoria).

Nothing on this page excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law, including the consumer guarantees.

— the Blueberry Bear Team