Your Australian Consumer Law rights
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you may choose a refund or replacement. For a minor problem, we may choose to provide an appropriate remedy. This policy adds to, and does not limit, your legal rights.
1. Damaged, incorrect or poor-quality products
Please contact us as soon as possible after pickup or delivery. Because flowers, fruit, bakery items and other farm products can be perishable, contacting us within 24 hours helps us assess the issue quickly, but this suggested timeframe does not remove any rights you have under Australian Consumer Law.
Email orders@glenoriefarm.com.au with your invoice number, a short description and, where practical, a photo. We will review the problem and arrange the remedy you are entitled to, which may include a replacement or refund.
2. Change of mind
We do not generally accept change-of-mind returns for perishable, fresh or made-to-order products. Please contact us before your order is prepared and we will help where reasonably possible. Nothing in this section affects your rights when a product does not meet a consumer guarantee.
3. Cancellations
You may ask to cancel an order before it has been prepared, picked, packed or committed for delivery. Once preparation has started, we may be unable to cancel a perishable or made-to-order item. If we cancel because we cannot supply your order, we will offer a suitable substitute with your agreement or refund the unavailable amount.
4. Pickup and delivery issues
Please check your order when collecting it. For delivery problems, contact us promptly with your invoice number and delivery details. We will work with you if products are missing, incorrect or damaged in transit.
5. Sale products
Products marked “On Sale” have the same Australian Consumer Law protections as full-price products. A disclosed fault or imperfection may affect the remedy available only where it was clearly explained before purchase and is the reason for the return.
6. How refunds are paid
Approved refunds will normally be made using the original payment method, unless you agree to another method. Bank-transfer refunds may require you to provide the account details needed to return the payment securely.
7. Contact us
Glenorie Farm — PAXTON AUSTRALIA PTY LTD, ABN 59 688 923 337
orders@glenoriefarm.com.au
You can also use the ACCC repair, replacement and refund guidance to understand your consumer rights.