Refund policy

Substitutions

Our cheeses vary with the seasons. If a cheese in your order is unavailable or unsuitable to send, we may substitute a similar cheese of equal or higher value at no extra charge. If you would prefer no substitutions, please tell us when you place your order. If we cannot fulfil your order as agreed, we will contact you about the options, including a refund.

Problems with your order

We take care to send our products in good condition. Please open and check perishable items when they arrive, store them as directed, and contact us as soon as you can if something is wrong. Email cheese@brunyislandcheese.com.au with your order number and, if possible, photos of the product and packaging. We will review the issue and work with you on an appropriate solution.

Delivery problems, including an incorrect address, a parcel left unopened or delays outside our control, can affect perishable products. Please let us know about any delivery or quality concern so we can assess the circumstances. These examples do not limit your rights under the Australian Consumer Law.

Refunds and returns

If a product does not meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a remedy, including a refund or replacement where applicable. Your rights depend on the circumstances and cannot be excluded by this policy.

We do not usually ask you to return perishable products. If we ask you to return a non-perishable product and confirm a problem covered by the consumer guarantees, we will reimburse reasonable return postage. Please contact us before sending a return.

If you change your mind after dispatch, please contact us. We may not be able to accept a return of perishable products. For cancellations before dispatch, see below.

Cancellations

You may cancel an order without penalty if you contact us before it has been dispatched. If we cannot accept or fulfil an order, we will contact you and refund any payment for products we cannot supply. For recurring orders, please also check the cancellation terms shown with your subscription.