Refund policy
At The Good Farm Shop, we take great care in preparing and delivering high-quality fresh meals and produce. Because many of our products are perishable, we ask customers to read our refund policy carefully before placing an order.
Change of Mind
Due to the perishable nature of our products, we do not offer refunds or exchanges for change-of-mind purchases.
Please check your order carefully before completing your purchase.
Order Changes & Cancellations
Orders may be changed or cancelled if the box hasn’t been packed at The Good Farm Shop. Once the box has left our kitchen, we can’t cancel and refund an order for a change of mind or unavailability to accept delivery. We may be able to redirect or reschedule the delivery given adequate notice and courier availability.
Cancellations made within 48 hours of delivery may not be eligible for a refund, as ingredients, preparation, and logistics may already be underway.
Damaged, Incorrect or Faulty Products
If you receive an item that is:
- damaged,Â
- spoiled,
- incorrect,
- missing,
or not of acceptable quality,
please contact us within 24 hours of delivery with photos and a description of the issue so we can assess the situation promptly.
Depending on the circumstances, we may offer:
- a replacement,
- store credit,
- partial refund,
- or full refund.
Claims relating to semi-thawed or thawed products will be assessed based on the proof of delivery timestamp, accompanying delivery photos, and the extent of thawing at the time the claim is submitted.
Delivery & Unattended Deliveries
Customers are required to select a delivery date before completing their order. By proceeding with a purchase, customers acknowledge and accept that their order will be delivered to the address provided on the selected delivery date.
Our delivery drivers may leave orders unattended at the delivery address without knocking or requiring a signature, where it is safe and reasonable to do so.
Customers will receive a text message notification once delivery has been completed.
It is the customer’s responsibility to ensure someone is available to collect and refrigerate perishable items promptly after delivery.
Once delivery has been completed to the nominated address, responsibility for storage and handling passes to the customer, except where required under Australian Consumer Law.
Delivery Information
Customers are responsible for ensuring delivery details and addresses are entered correctly at checkout.
We are unable to offer refunds for orders delivered to an incorrect address supplied by the customer.
Delivery Delays
While we do our best to ensure timely delivery, delays may occasionally occur due to weather, traffic, courier issues, or circumstances outside our control.
We will always work with customers to resolve genuine issues fairly and reasonably.
Unattended and Stolen DeliveriesÂ
Once a delivery has been made and confirmed via the courier's proof-of-delivery notification, The Good Farm Shop is not responsible for orders that are stolen, tampered with, or left unattended for an extended period of time. Please ensure someone is available to collect your order on your chosen delivery day, or make arrangements with a neighbour to retrieve it on your behalf. If you have specific delivery instructions, please include them in the order notes at checkout.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
We genuinely care about your experience and will always aim to resolve concerns fairly and respectfully.