Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major problem you are entitled to choose a refund or a replacement. For a minor problem we will repair, replace or refund. A product has a problem if it is faulty, damaged in transit, not as described, or not of acceptable quality. These rights apply in addition to anything in this policy.
Faulty, damaged or incorrect items — we’ll make it right
If your order arrives damaged, faulty, incorrect or not as described, email info@hubertgourmet.com.au within 7 days of delivery with your order number and a photo of the item (and the outer packaging if it was damaged in transit). We’ll arrange a replacement or a full refund — including any return postage and the original shipping — at no cost to you. We won’t ask you to post back a perishable item.
Change of mind
Because we sell food, we’re unable to accept change-of-mind returns — so please choose carefully before you order, and get in touch if you’d like help selecting the right products. This does not affect your rights if an item is faulty, damaged or incorrect (see above), or your rights under the Australian Consumer Law.
Items that can’t be returned
For health and safety reasons, food items, gift cards, and personalised or special-order items can’t be returned for change of mind. Your Australian Consumer Law rights (above) always still apply.
How to make a claim
Email info@hubertgourmet.com.au with your order number, what’s wrong, and photos where relevant (damage or fault claims within 7 days of delivery). We aim to respond within 2 business days.
Refunds
Approved refunds are made to your original payment method within 5 business days of us approving the claim (your bank may take a little longer to show it).