Refund policy

Your Australian Consumer Law rights

Micro Wholefoods is operated by Michael Yates, ABN 15 645 746 159. 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.

For a major failure, you may choose a refund or replacement, or keep the goods and claim compensation for their reduced value. For another failure, we will provide an appropriate remedy within a reasonable time; if we do not, further rights to a refund, replacement or other remedy may apply.

These rights apply to food, opened products, sale items and other goods where the consumer guarantees apply. They are not restricted by our voluntary 30-day change-of-mind window, original-packaging requirements or the exclusions below.

Faulty, damaged, unsafe, incorrect or misdescribed goods

Contact microwholefoods@gmail.com or +61 406 316 456 as soon as reasonably practicable if you receive goods that are faulty, damaged, unsafe, incorrect or not as described. Tell us your order number, the problem and the outcome you are seeking.

We may reasonably assess the problem and request proof of purchase, such as an order confirmation, receipt or other purchase record. Photos and batch or best-before details can help where available, but original packaging is not a condition of a statutory remedy. Do not consume a product you reasonably believe is unsafe.

We will arrange a suitable return or assessment process. If a problem covered by the consumer guarantees is confirmed, we will pay or reimburse reasonable return costs; where returning the goods would involve significant cost, we will arrange an appropriate collection process. Contacting us first helps us arrange this, but does not remove your statutory rights.

Voluntary change-of-mind returns

For eligible change-of-mind returns, contact us within 30 days after receiving your order. Eligible goods must be unused, unopened and in their original packaging, with proof of purchase.

Food and perishable products, sale items, gift cards and custom or personalised orders are not eligible for voluntary change-of-mind returns. These exclusions apply only when you have changed your mind, not when you are entitled to a remedy under the Australian Consumer Law or other mandatory law.

Contact us before sending a change-of-mind return so we can assess eligibility and provide return instructions and a shipping label. We will explain and agree any applicable voluntary-return arrangements before you return the goods; this policy does not introduce a new return fee.

If an exchange is agreed, we will explain whether a replacement can be supplied directly or whether the eligible return and new purchase will be processed separately. You do not need to make another purchase to obtain a statutory refund.

Return address

Our published postal return address is PO Box 1211, South Melbourne VIC 3205, Australia. Contact us before posting so we can confirm the correct address and method for your parcel; our Doncaster pickup address is not automatically the return destination.

Do not send goods that may be unsafe or unsuitable for postal transport without first asking us for safe handling instructions. We will not refuse an otherwise valid statutory claim merely because you did not obtain advance return approval.

Refund processing

We will tell you the outcome after a reasonable assessment. Approved refunds are returned to the original payment method within 10 business days, unless we agree another lawful method with you.

Your bank or payment provider may take additional time to display the refund. If more than 15 business days have passed since approval, contact microwholefoods@gmail.com.

Any cancellation or cooling-off rights required by the law applicable to your purchase also remain available. Nothing in this policy limits a remedy that cannot lawfully be excluded.