Refund policy

The Olde Creamery – Live Plant & Tuber Return Policy

At The Olde Creamery, we take great care in selecting and shipping high-quality live plants and tubers. However, we understand that issues can sometimes arise. Please review our return policy below:

1. Returns & Refunds

As our products are living plants, any concerns must be reported to us within 24 hours of delivery, with clear photos or video. This allows us to assess the issue and advise on care or provide a remedy where appropriate. After this time, we cannot accept responsibility for issues that arise from conditions outside our control.

2. Conditions for Returns

  • Change of Mind: Unfortunately, we cannot accept returns if you have changed your mind or selected the wrong item.
  • Care & Growing Conditions: We cannot provide refunds for plants or tubers that fail due to improper care, environmental conditions, or neglect.

3. How to Request a Refund or Replacement

If you experience any issues, please email us at info@oldecreamery.com.au within 24 hours of delivery with:

  • Your order number
  • Clear photos of the plant/tuber and packaging
  • A brief description of the issue

We will assess each case and offer the most suitable resolution, which may include a replacement, store credit, or refund, or referral to Australia Post under their insurance cover.

The Olde Creamery – Condiment Range Return & Refund Policy

At The Olde Creamery, we take pride in crafting high-quality condiments, and we want you to be completely satisfied with your purchase. We follow Australian Consumer Law (ACL) and offer refunds, replacements, or store credit in certain circumstances.

1. When We Can Offer a Refund or Replacement

Under Australian Consumer Law, you are entitled to a refund or replacement if your item:

  • Is faulty or unsafe (e.g., spoiled, improperly sealed, or contaminated).
  • Is significantly different from its description or advertised features.
  • Has a major defect that affects its intended use.
  • Was incorrectly supplied (wrong item sent).

If you experience any of the above issues, please contact us within 7 days of purchase with:

  • Your order details or proof of purchase.
  • Clear photos showing the issue (if applicable).

2. When Refunds or Returns Are Not Available

We are unable to accept returns or refunds for:

  • Change of mind or if you no longer want the product.
  • Personal taste preferences (e.g., "I don’t like the flavour").
  • Products that have been opened and used unless there is a fault.
  • Incorrect storage after delivery (e.g., products not kept refrigerated if required).

3. How to Request a Refund or Replacement

If you believe your product meets the criteria for a refund or replacement, please email us at info@oldecreamery.com.au within 7 days of receiving your order with:

  • Your order number or details of place or purchase & batch number.
  • A description of the issue.
  • Photos of the product and packaging.

We will assess your request in line with Australian Consumer Law and provide a suitable resolution, which may include a refund, replacement, or store credit.

We appreciate your support and thank you for choosing The Olde Creamery! 🍯🌿