Refund policy

Returns & Refunds Policy

At Heart & Harvest Organics, we want you to be satisfied with the products you receive. This policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies you may have under the Australian Consumer Law (ACL).

Damaged, Faulty or Incorrect Items

Please contact us as soon as reasonably possible if an item arrives damaged, faulty, unsafe, materially different from its description, or if you receive an incorrect item.

Please provide your order number, a description of the issue and, where reasonably available, photographs showing the condition of the product or packaging. We may request reasonable proof of purchase and may need to assess the product before determining the appropriate remedy.

Where a product fails to meet a consumer guarantee under the Australian Consumer Law, you are entitled to the remedies available under the ACL. Depending on the nature and severity of the problem, this may include a replacement, refund or another appropriate remedy.

Where there is a major problem with a product, you may choose a refund or replacement in accordance with the Australian Consumer Law. Where the problem is minor, we are entitled to provide an appropriate remedy within a reasonable time.

Nothing in this policy limits your rights under the Australian Consumer Law.

Change of Mind

Because many of our products are food, grocery and pantry products, we do not generally accept returns or provide refunds for change of mind, including where you ordered the wrong product, no longer want the product, found it cheaper elsewhere, or simply changed your mind.

This change-of-mind policy does not affect any rights you may have under the Australian Consumer Law where a product is faulty, unsafe, damaged, incorrectly supplied, not as described, or otherwise fails to meet an applicable consumer guarantee.

Food Safety and Opened Products

For health, hygiene and food-safety reasons, we do not generally accept change-of-mind returns of food products or products that have been opened, used or had their seals broken.

However, these restrictions do not apply where you are exercising rights available to you under the Australian Consumer Law in relation to a product that fails to meet a consumer guarantee. A product does not need to be in its original packaging for you to exercise applicable ACL rights.

Proof of Purchase

We may ask you to provide reasonable proof of purchase when requesting a return, replacement or refund. This may include your Heart & Harvest Organics order confirmation, receipt, order number or another reasonable form of proof of purchase.

Returning a Product

Please contact us before returning a product so that we can provide appropriate instructions.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs where required by law. Please retain receipts for any reasonable postage or transport costs you incur.

Refunds

Where a refund is required or agreed, we will process the refund to the original payment method unless you agree to another method.

The time taken for a processed refund to appear in your account may depend on your bank, card issuer or payment provider.

Sale and Promotional Items

Purchasing an item on sale or as part of a promotion does not remove any rights you may have under the Australian Consumer Law.

Our change-of-mind policy may apply to sale or promotional items in the same way as other products, but it does not limit your rights where an item fails to meet a consumer guarantee.

How to Contact Us

If you have a problem with an order or would like to request a return, replacement or refund, please contact:

Heart & Harvest Organics
Email: support@heartandharvest.com.au

Please include your order number and details of the issue so we can assist you as efficiently as possible.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.