At Brookfarm, we take great pride in crafting high-quality, delicious products. While we don’t offer refunds or exchanges for change of mind, we’re committed to making things right if something isn’t as expected.
If you experience any issue with your order, please contact our Customer Service at info@brookfarm.com.au so we can help. Make sure you have your order number (beginning with W) so we can find the correct details in our system.
Domestic Orders (Australia)
Our online store processes returns and replacements for Australian customers only. We aim to respond to all enquiries within 3 business days.
Incorrect Items Received
If you receive an incorrect product:
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Notify us within 48 hours of delivery
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Product must be unopened and in original condition
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We’ll organise delivery of the correct item at no additional cost
Damaged Items
If any products arrive damaged (leaking, crushed, punctured, etc.):
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Contact us within 7 days of delivery
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Please include photos of:
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the damaged item
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packaging
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shipping box
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We will arrange a replacement or refund
Product Quality Concerns
If you believe something isn’t right with a Brookfarm product:
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Contact us within 14 days of delivery
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Please include photos, batch number and best-before date
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We may:
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replace the product
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issue a refund
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request the product be returned (at our cost)
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advise safe disposal of perishable items
Missing Items or Incorrect Quantities
If something is missing from your order:
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Notify us within 7 days of delivery
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We’ll investigate and arrange replacement or refund
Returns Shipping
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Brookfarm covers shipping for returns relating to damaged goods, incorrect items, and product quality issues (when a return is required).
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We do not accept change of mind returns.
International Orders
We are unable to accept returns for international orders.
If you experience an issue (such as stock discrepancies or quality concerns),
please contact us at info@brookfarm.com.au and our team will be happy to assist.
Sale Items, Bundles & Multipacks
Sale items and promotional bundles are eligible for replacement or refund if faulty, damaged, or incorrectly supplied.
Brookfarm reserves the right to replace items in bundles that may be currently out of stock to complete the correct item quantity in that bundle.
For multipacks, only the affected item will be replaced or refunded.
Fair Use Policy
Brookfarm may request further information or deny requests where patterns suggest misuse or fraud. All return and refund decisions are made at Brookfarm’s discretion.