RETURNS AND REFUNDS POLICY

Change-of-mind returns and exchanges

We accept change-of-mind returns and exchanges within 30 days of delivery for items purchased through the Hilbilby Cultured Food website. The same conditions apply to full-price and sale items.

Items must be unused, unopened, in their original packaging and in saleable condition. Proof of purchase is required.

To arrange a return, email info@hilbilby.com.au with your order details. Please contact us before posting so we can provide return instructions and confirm the return address.

For change-of-mind returns or ordering errors, you are responsible for return postage and any postage required to send an exchange. Original delivery charges are non-refundable. We do not charge a restocking fee.

Faulty, damaged or incorrect items

If your order arrives damaged, contains the wrong item, or you believe a product is faulty, contact info@hilbilby.com.au with your order details and, where possible, photographs.

We will assess the issue and provide the remedy required under Australian Consumer Law. For a major failure, you may choose a refund or replacement. Where a fault is confirmed, we will cover reasonable return postage costs.

The 30-day limit and unopened/original-packaging conditions for change-of-mind returns do not restrict your rights under Australian Consumer Law.

Refunds

Once your return is received and inspected, we will email you with the outcome. Approved refunds will be processed to the original payment method within 7 days. Your bank or payment provider may take additional time to display the refund.

Gifts

For eligible change-of-mind returns of items marked as gifts and sent directly to the recipient, we provide gift credit. Otherwise, refunds go to the original purchaser.

Contact

Email: info@hilbilby.com.au
Phone: 03 5261 5492
Monday to Friday, 9am to 3pm.