Returns & Refund Policy

At Shepp Farm Fresh, we are committed to providing high-quality fresh produce and grocery products. We take pride in the freshness of our products and want every customer to be satisfied with their purchase.

This Returns & Refund Policy explains when you may be entitled to a refund or replacement and outlines your rights under the Australian Consumer Law (ACL).

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Business Details

Business Name: Shepp Farm Fresh

ABN: 20 618 903 441

Address:
14 Campbell Street
Shepparton VIC 3630
Australia

Email: sales@sheppfarmfresh.com.au

Phone: 0493 652 729

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, damaged, unsafe, not of acceptable quality, significantly different from its description, or otherwise fails to meet the consumer guarantees under the ACL, you may be entitled to a replacement or refund depending on the circumstances.

Fresh Produce

Because we sell fresh fruit, vegetables and other perishable food items, natural variations in:

  • Colour

  • Shape

  • Size

  • Ripeness

  • Weight

are normal and do not necessarily indicate that a product is faulty.

Damaged or Poor-Quality Products

If you receive products that are:

  • Damaged

  • Spoiled

  • Rotten

  • Contaminated

  • Unsafe to consume

  • Significantly below reasonable quality expectations

please contact us as soon as possible.

Where appropriate, we may offer:

  • A replacement product

  • A full refund

  • A partial refund where appropriate

We may request photographs of the product to help assess the issue.

Incorrect Items

If you receive the wrong product due to our error, please contact us within 24 hours of receiving your order.

We will arrange an appropriate solution, which may include:

  • Delivery of the correct item (where practical)

  • Replacement

  • Refund

Missing Items

If an item is missing from your order, please notify us within 24 hours of delivery.

After verifying the order, we will either:

  • Deliver the missing item (where practical), or

  • Issue an appropriate refund.

No Change of Mind Returns

Due to health, food safety and hygiene requirements, we do not accept returns or provide refunds for change-of-mind purchases of fresh produce, refrigerated products, frozen products or other perishable food items.

Please choose your products carefully before completing your order.

This policy does not affect your rights under the Australian Consumer Law.

Non-Perishable Products

For non-perishable grocery items, we generally do not accept returns simply because you have changed your mind.

However, if a product is faulty or does not meet the consumer guarantees under Australian Consumer Law, you may be entitled to a repair, replacement or refund.

Product Availability

Occasionally, products may become unavailable after an order has been placed.

If this happens:

  • We will contact you before making any substitution.

  • We will only substitute an item with your approval.

  • If you do not approve a substitute, the unavailable item will be removed from your order and you will not be charged for it, or you will receive a refund if payment has already been processed.

Safe Place Deliveries

If you instruct us to leave your order in a safe place when nobody is available to receive it, you acknowledge and agree that:

  • Delivery is considered complete once the order has been left at the nominated location.

  • Responsibility for the order passes to you once it has been delivered to the nominated safe place.

  • We are not responsible for theft, loss, damage, weather exposure or spoilage occurring after delivery has been completed.

If no safe place has been nominated and no one is available to receive the delivery, we may attempt to contact you to arrange an alternative solution.

Food Safety

For the safety of all customers, we cannot accept returned fresh food products once they have been delivered, except where required by Australian Consumer Law.

This policy helps ensure food safety and protects all customers.

Refund Method

Approved refunds will generally be processed using the same payment method used for the original purchase.

Depending on your financial institution, refunds may take 3 to 10 business days to appear in your account.

How to Request a Refund

To request a refund or replacement, please contact us as soon as possible after receiving your order.

Please include:

  • Your full name

  • Order number

  • Description of the issue

  • Photographs of the affected products (where possible)

Contact Details:

Email: sales@sheppfarmfresh.com.au

Phone: 0493 652 729

Situations Where Refunds May Not Be Available

Refunds or replacements may not be available where:

  • The product has been damaged after delivery due to incorrect storage by the customer.

  • The issue results from normal characteristics of fresh produce (such as natural variation in colour, shape or size).

  • The customer simply changes their mind.

  • The customer provides incorrect delivery information resulting in delivery issues.

  • The customer fails to report a problem within a reasonable time after delivery.

Nothing in this section limits your rights under Australian Consumer Law.

Australian Consumer Law

This policy is intended to operate alongside your rights under the Australian Consumer Law.

If there is any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

Policy Updates

We may update this Returns & Refund Policy from time to time.

Any updates will be published on this page together with the revised effective date.

Contact Us

If you have any questions regarding this Returns & Refund Policy, please contact us.

Shepp Farm Fresh

ABN: 20 618 903 441

14 Campbell Street

Shepparton VIC 3630

Australia

Email: sales@sheppfarmfresh.com.au

Phone: 0493 652 729