Refund & Return Policy

At Horn of Plenty Australia (HOP), we take immense pride in the quality and freshness of our premium organic and natural foods. As a registered Australian business (ABN: 79 614 300 864), we fully comply with the Australian Consumer Law (ACL) regarding consumer guarantees.

1. Perishable Goods & Return Conditions

To align with our commitment to customer satisfaction and Google Merchant Center standards, our return conditions are as follows:

  • Change of Mind: Due to food safety and hygiene standards, we do not offer refunds or exchanges for "change of mind" (e.g., you no longer want the item or ordered the wrong thing) once an order has been shipped.

  • Item Condition: While we generally require items to be in their original, unopened packaging, we acknowledge that some issues may only be discovered after opening. We accept return requests for new or slightly used (opened) items ONLY if there is a verified quality issue, safety concern, or if the product is defective.

2. Food Safety Exception (Important)

Because we sell food products, any item that has been opened or used cannot be returned for a refund unless it is proven to be faulty, contaminated, or not as described. We cannot accept returns for opened products based on personal taste preferences or "change of mind" after the seal is broken.

3. Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective, or if we have sent you the wrong product, please contact us within 48 hours of receiving your delivery.

  • Proof of Issue: Please email us at info@hopaus.com.au with your order number and clear photographs of the product, the packaging, and the batch number/expiry date.

  • Resolution: Once the issue is verified, we will offer you a replacement, a store credit, or a full refund to your original payment method, including any applicable shipping costs.

4. Refund Process

  • Notification: We will notify you once we’ve received and inspected your claim.

  • Approval: If approved, your refund will be processed automatically within 5-7 business days. Please note that your bank or credit card company may take additional time to post the refund.

5. Return Shipping

  • Major Failures: In cases of major failure, contamination, or incorrect items sent by us, we will cover the return shipping costs.

  • Authorisation: Important: Please do not send items back to us without prior authorisation from our team. Items sent back without a return request will not be accepted.

6. Cancellation Policy

Orders can only be cancelled if they have not yet been processed for dispatch. Please contact us immediately at info@hopaus.com.au if you wish to cancel an order.

7. Contact Us

For any questions regarding your order or our policy, please reach out to our team:

  • Email: info@hopaus.com.au

  • Business Address: 13 Oakes Road, West Pennant Hills NSW 2125, Australia

  • Mailing Address: PO Box 4473, North Rocks NSW 2151, Australia