Refund policy

We do not offer refunds for change of mind or if you dislike the taste/texture/consistency/nature etc of our products. We also do not accept returns or exchanges as our produce is fragile and perishable and our Wild Honey and Wild Honeycomb are living products that may naturally change and vary in taste, texture and smell over time.

If an order is to be amended or cancelled before being shipped you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you find that the goods are damaged on arrival, please take photos immediately. You will then need to take the damaged parcel/goods to your post office and they will assess the damage and may issue you with compensation for poor handling etc as the registered parcels include Aus Post’s insurance. If Australia Post will not cover your loss/the damage please contact us within one month of receipt of the items. No refunds will be issued by Malfroy’s Gold, but replacement products may be sent. We will assess each breakage on a case-by-case basis.

Please note, we choose to only ship with Australia Post and as such only take responsibility for the condition of goods shipped by their delivery staff on their behalf to approved destinations listed in our shipping policy. If you choose to list the shipping address as going to a secondary freight/courier company we are no longer responsible for any breakages or losses that may occur during shipment as you have chosen to work outside of what we offer and there is no longer a guarantee of a safe delivery.

As we state in our shipping policy, Australia Post requires a signature on delivery for our shipments, so in most cases you will need to collect your parcel from the nearest post office to sign for it. If you do not pick up and sign for the goods you have ordered from us once Australia Post has advised you in their MyPost app of a collection window, Australia Post will eventually return the parcel to us. If the parcel is not lost on the return journey and remains unopened, we will assess the returned goods and determine if you are entitled to a full or partial refund (minus postage costs as we are charged for returned parcels) based on the condition of the goods after the additional, unnecessary journey the parcel has endured.

Please also ensure to follow up with us immediately if your parcel is damaged on arrival or has not arrived within a month of the shipping date in your shipping confirmation email. We cannot assist or offer replacement products for lost parcels if we are notified after that time frame as Australia Post archives and reuses tracking ID's.