Returns & Refund Policy

Effective: 5 May 2026  ·  Last updated: 5 May 2026

Farmer Direct Online Pty Ltd (ACN 690 094 690, ABN 87 690 094 690) trading as “Your Farmer”.

1. About this policy

This Returns & Refund Policy explains how we handle problems with the food and goods you receive from Your Farmer. It applies to every order placed through yourfarmer.com.au or by phone or email, including orders placed under a recurring purchase option, subscription or Community Supported Agriculture (CSA) plan.

This policy must be read together with our Terms of Service, Shipping Policy and Purchase Options Cancellation Policy. If anything in this policy is inconsistent with the Terms of Service, the Terms of Service prevail.

2. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) (the “ACL”). You are entitled to:

•      a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage; and

•      to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, restricts or modifies any right or remedy you have under the ACL. The remedies described in this policy are in addition to those rights, not in substitution for them.

3. The Taste-Love Guarantee

On top of your statutory rights under the ACL, we offer the Taste-Love Guarantee. If something we have sent you is not up to scratch — the wrong cut, off-flavour, damaged in transit, or simply not what you expected — we will work with you to make it right.

3.1 What you can claim

At our reasonable discretion, we will offer one or more of the following remedies:

•      a store credit applied to your account toward a future order;

•      a replacement of the affected item on your next scheduled delivery (or sooner where reasonably possible); or

•      a refund of the purchase price of the affected item.

3.2 How to claim

Time limit: you must contact us within 7 days of the date your order was delivered. Claims made after 7 days may still be considered, but the Taste-Love Guarantee does not apply by right after that point. Your statutory rights under the ACL continue regardless of this 7-day window.

To make a claim, please send us an email or call us using the contact details at the end of this policy and include:

•      your order number;

•      a short description of the problem;

•      a photograph of the affected item where possible (this helps us improve quality and resolve your claim quickly); and

•      your preferred outcome (credit, replacement or refund).

Because our products are perishable food, we do not generally require you to physically return an item to claim under this guarantee. If we ask you to dispose of an item, we will tell you in writing.

4. Change of mind

If you change your mind about an order, the rules differ depending on whether your order has been packed and dispatched.

4.1 Before delivery

Before the order cut-off for your delivery: you can skip, change or cancel your upcoming order at no charge through your account. See our Purchase Options Cancellation Policy for details.

After the order cut-off but before delivery: we may have already paid our farmers, harvested, packed or loaded your order. If you ask us to cancel after the cut-off, we will at our discretion offer store credit toward a future order. Cash refunds in this window are not generally available.

4.2 After delivery

Because our goods are perishable food that cannot be safely returned and resold, we do not offer change-of-mind refunds once an order has been delivered. If something is wrong with the goods themselves, the Taste-Love Guarantee in section 3 and your rights under the ACL apply.

5. Cold-chain, damaged or missing items

We deliver in our own refrigerated vans and use insulated, reusable eskies. Despite this, things occasionally go wrong. If on opening your delivery you find:

•      an item that is damaged, leaking, missing or substituted with something of lower value;

•      an item that you reasonably believe has not been kept at a safe temperature; or

•      an item that is short of its labelled weight by more than a reasonable allowance for natural variation;

please contact us as soon as practicable, and within 7 days of delivery, with photographs where possible. We will replace the item, credit your account or refund the affected portion of your order in line with section 3.

If you have not been at home to receive a delivery and the goods have been left under our default Authority To Leave (see our Shipping Policy), we are not responsible for spoilage caused by the order remaining outside the esky for an unreasonable period.

6. Reusable packaging

The esky and ice bricks supplied with your delivery remain the property of Farmer Direct Online Pty Ltd. They are loaned to you and we will collect them on your next scheduled run. Please leave them at the agreed delivery point, clean and dry, on your next delivery day. Lost or damaged packaging may attract a replacement fee, which we will tell you about before charging it. This obligation is unrelated to your right to a refund or replacement of the food itself.

7. Major failure vs. minor problem

Under the ACL, a “major failure” includes where:

•      the goods are unsafe;

•      the goods are significantly different from the description, sample or demonstration model;

•      the goods do not do what we said they would, or what you asked for, and they cannot easily be fixed within a reasonable time; or

•      a reasonable consumer would not have bought the goods if they had known about the full extent of the problem.

For a major failure, you can choose between a refund or a replacement. For a minor problem that can easily be put right, we may choose to repair, replace or refund the affected item.

8. Refund processing

Where we issue a refund, we will refund to the original payment method used for the order. Refunds will normally be processed within 5 business days of us approving your claim. Bank or card processing times are outside our control and may take a further few days to appear in your account.

Store credits are applied to your Your Farmer account immediately and may be redeemed against any future order. Store credits do not expire unless required by law and cannot be exchanged for cash.

9. Goods not covered by the Taste-Love Guarantee

The Taste-Love Guarantee does not apply to:

•      gift cards or store credit (these are governed by separate terms);

•      damage caused after delivery by the customer (for example, food spoiled because it was not refrigerated, or items left out in the sun);

•      issues that arise more than 7 days after delivery, except where required by the ACL; or

•      third-party goods clearly marketed as supplied by another seller, where that seller’s own returns terms apply (see section 10).

10. Marketplace goods sold by Partner Farmers

Some products listed on our website are sold by Your Farmer as principal (we buy them from a Partner Farmer and sell them to you in our own name). Other products are sold via Your Farmer as agent for a Partner Farmer, in which case the contract of sale is between you and the Partner Farmer. Each product page identifies the seller.

Regardless of who is the legal seller, Your Farmer stands behind every product we list. If something is wrong, please contact us first and we will coordinate with the Partner Farmer on your behalf.

11. How we resolve a complaint

If you are unhappy with the way we have handled a return, refund or guarantee claim, please ask us to escalate it. A senior member of our team will review the matter and respond within 10 business days. If you remain dissatisfied, you may also contact:

•      NSW Fair Trading (https://www.fairtrading.nsw.gov.au); or

•      the Australian Competition and Consumer Commission (https://www.accc.gov.au).

12. Contact us

If you have a question about this policy, would like to make a claim, exercise your rights, or lodge a complaint, please contact us:

•      Post: Farmer Direct Online Pty Ltd, Level 1, 118 Main Street, Mittagong NSW 2575

•      Email: haythere@yourfarmer.com.au

•      Phone: (02) 4858 1757

•      Web: yourfarmer.com.au