Refund policy

Last updated 7 September 2026. This policy applies to every Online Farmers Market order delivered within Australia, however you ordered: our website, the Shop app, or through an AI shopping assistant.

Quick answers

Do you accept change-of-mind returns or refunds?
No. We sell fresh and pantry food, so there are no change-of-mind returns on any product. Please check your order before you pay.

Can I cancel an order?
Not for change of mind. If you've made a genuine mistake (a duplicate order, the wrong quantity, or the wrong delivery address), email us within 24 hours of ordering and, if it hasn't been dispatched, we'll fix it. Prepaid pre-orders are final when placed. No-payment reservations: there's nothing to cancel; if you don't pay when the payment request arrives, your place is released.

What if something arrives damaged, spoiled, missing or wrong?
You're covered by Australian Consumer Law. Email a photo and your order number within 24 hours for perishable items, or 7 days for pantry items, and we replace or refund the affected item.

Do I need to send anything back?
No. Never post food back to us. Keep the item until we've replied.

How quickly do you reply?
Within 1 business day.

How long do refunds take?
5 to 10 business days to your original payment method.

Is delivery authority to leave?
Yes, always. Once the driver records a photo at your address, the order is in your care.

My order never arrived. What now?
Email us within 48 hours of the expected delivery date. We check the carrier's proof of delivery, and replace or refund if the carrier failed to deliver.

Are pre-orders and backorders refundable?
Only if we can't supply them. Then you get every dollar back for whatever we can't deliver. Change of mind isn't refundable.

Do you refund delivery fees?
Only when the whole order is affected. If one item has a problem and the rest arrived in good condition, we refund that item only.

Can I get a refund on a gift card?
No. Gift cards can't be returned, refunded or exchanged for cash.

How do I stop a subscription?
Skip, pause or cancel any time before the cut-off for your next delivery, with no fee. An order already placed follows the rules on this page.

What are my rights?

Online Farmers Market follows the Australian Consumer Law. If something arrives damaged, spoiled, missing or not as ordered, you're entitled to a remedy and we'll sort it out. Nothing on this page limits your rights under that law, and nothing on it obliges us to refund beyond it.

How do you deliver, and when is the order in my care?

All orders are delivered with authority to leave. The carrier, or our own driver, leaves your order at the delivery address and records a photo. From that moment the order is in your care. Please choose an address where a parcel can be left safely, and bring chilled or frozen items inside promptly. If your building is hard to access (apartments, secure entries, shared lobbies), a work address or a trusted neighbour is often the better choice, because we can't cover items that go missing or spoil after the recorded delivery. Delivery days, zones and cut-offs are on our Delivery Info page.

Which rules apply to which products?

• Perishable: eggs, fruit and vegetables, bakery, ferments, dairy, and any chilled or frozen goods. Claim window: 24 hours from the recorded delivery.
• Shelf-stable pantry: grain, flour, rice, legumes, honey, chocolate and other pantry items. Claim window: 7 days from the recorded delivery.
• Pre-orders and backorders: any product bought on a pre-order or backorder plan, whatever its type. Prepaid orders are final from the moment you order and refunded only if we can't supply. No-payment reservations aren't charged until supply is confirmed.
• Gift cards and subscriptions: covered in their own section below.

A product not listed here follows the rule for its type.

What counts as a problem?

An item that arrived damaged, spoiled, missing, or isn't what you ordered. Damaged always means the contents, not the packaging: a scuffed box with intact food inside isn't a claim. Fresh food varies naturally, so differences in size, shape, colour, ripeness or taste within the normal range for the season aren't a problem with the product.

How do I make a claim?

Email info@onlinefarmersmarket.com.au with your order number and a clear photo of the problem. For a missing item, send a photo of what arrived.

• Perishable items: within 24 hours of the recorded delivery.
• Shelf-stable items: within 7 days of the recorded delivery.
• Order not received: within 48 hours of the expected delivery date.

Keep the item until we've replied. If you're on our own delivery route, we collect it on our next run and bring the replacement at the same time. Elsewhere we may ask for extra photos or arrange collection. You never need to post food back to us. We reply within 1 business day.

The windows are short because fresh food deteriorates and the evidence goes with it. We look at late claims case by case, but without a photo taken at delivery we usually can't confirm what happened.

How do you fix it?

Minor problems (a cracked egg, a bruised item, one damaged product in an otherwise complete order): we replace the item on your next delivery, or refund it if a replacement isn't practical. Prefer a credit on your account to use next time? Tell us and we'll do that instead.

Major problems (the item is unusable, unsafe, or substantially not what you ordered): you choose either a refund of the affected item or a replacement on your next delivery.

Refunds cover the affected item only. If the whole order is affected, we refund the whole order, including delivery.

What about delivery problems?

• Contents damaged in transit: tell us within 24 hours with a photo and we replace or refund the affected items.
• Arrived late and spoiled: treated as spoiled on arrival. Tell us within 24 hours with a photo.
• Order not received: tell us within 48 hours of the expected delivery date. We check the carrier's proof of delivery. If the carrier failed to deliver, we replace or refund. If delivery was recorded with a photo at the address you gave, the order is in your care as described above.
• Wrong or incomplete address entered at checkout: we can't refund. If the carrier returns the parcel to us, we refund any shelf-stable items that come back in saleable condition. Delivery fees aren't refunded.

Can I change my mind or cancel?

We don't offer change-of-mind returns, refunds or cancellations on any product. Please check your order before paying.

Genuine mistakes are different. If you've placed a duplicate order, ordered the wrong quantity, or entered the wrong delivery address, email us within 24 hours of ordering and, as long as the order hasn't been dispatched, we'll cancel or correct it. Prepaid pre-orders and backorders can't be cancelled.

Pre-orders and backorders

Prepaid pre-orders are paid in full when you order, your price is locked, and orders are filled in the order received. They're final: no change-of-mind refunds or cancellations. If we can't supply what you ordered, or can only supply part of it, you're refunded in full for whatever we can't deliver, as soon as we know.

No-payment reservations hold your place in the queue with nothing paid today. When we confirm supply, we email you a payment link with a due date. Pay by the due date and your order is secured. If it's still unpaid after the due date and the reminder that follows, we release your place to the next person on the list and you owe nothing.

No dispatch date is promised until we confirm it by email. These rules apply to every product sold on a pre-order or backorder plan.

Gift cards and subscriptions

Gift cards can't be returned, refunded or exchanged for cash. Subscriptions can be skipped, paused or cancelled any time before the cut-off for your next delivery, with no fee. An order already placed follows the rules on this page.

What if there are repeated claims?

We're a small business and we take genuine problems seriously. We reserve the right to decline future orders from customers who make repeated claims we're unable to verify.

How are refunds paid?

Approved refunds go to your original payment method within 5 to 10 business days. If you chose a credit instead, we email you when it's applied. If a refund hasn't appeared after 10 business days, check with your bank first, then email us with your order number.

Questions?

Email info@onlinefarmersmarket.com.au. We reply within 1 business day.