Refund policy

Refund & Return Policy

Coltivare

Last updated: 18 January 2026

1. Overview

We want you to be happy with your order. This Refund & Return Policy explains when refunds or returns are available and how to request help.

This policy should be read together with our Terms & Conditions.

2. Important Note for Fresh & Perishable Items

Due to food safety and handling requirements, we do not accept change-of-mind returns for fresh, chilled, frozen, or other perishable goods, including but not limited to:

  • Fresh fruit and vegetables
  • Salads and fresh cut items
  • Dairy and chilled items
  • Frozen items
  • Meat and seafood

However, you are still entitled to a remedy under Australian Consumer Law where goods are faulty, damaged, or not as described.

3. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or you receive the wrong item, please contact us within 24 hours of delivery (or collection) with:

  • Your order number
  • A brief description of the issue
  • Clear photos of the item and packaging (where relevant)

After assessment, we may offer (at our discretion and as appropriate):

  • A replacement
  • A store credit
  • A partial or full refund

4. Returns for Non-Perishable Items (Change of Mind)

For non-perishable items (e.g., pantry items, shelf-stable products, or non-food retail items), we may accept change-of-mind returns under the following conditions:

  • Condition: Items must be new, unused, unopened and in original packaging
  • Return window: Return requests must be made within 10 days of delivery (or collection)
  • Return methods: Returns can be made in-store or by post
  • Return shipping: Return postage/labels are the customer’s responsibility
  • Restocking fees: We do not charge restocking fees

We reserve the right to decline returns if items are opened, used, damaged after delivery, or not in a resalable condition.

5. Refund Processing Time

Once a return is received and approved (where applicable), refunds are processed within 5 business days. Refunds are issued to the original payment method used at checkout.

Please note that it may take additional time for your bank or payment provider to reflect the refund in your account.

6. Items Not Eligible for Return

The following items are not eligible for change-of-mind returns:

  • Fresh, chilled, frozen, or other perishable items
  • Meat and seafood
  • Items that have been opened or used
  • Items missing original packaging or labels
  • Gift cards (if applicable)

7. How to Request a Return or Refund

To request help with an order, please contact us with your order number and details of the issue. Where relevant, include photos.

8. Australian Consumer Law

This policy does not limit your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

9. Contact Us

If you have any questions about returns or refunds, please contact us:

Coltivare
Camberwell Shopping Centre
Camberwell Place, Shop G02/793 Burke Rd
Camberwell VIC 3124, Australia
Email: support@coltivare.com.au
Phone: (03) 9882 9388