Refund policy

Last updated: 21 October 2026

We want you to love everything you order from us. If something isn't right, we'll fix it.

Your rights under Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, not as described, unsafe, or arrives damaged, you are entitled to a replacement or a refund. Nothing in this policy limits those rights.

Change of mind

Because our products are food, we can't accept returns or offer refunds if you simply change your mind or choose the wrong item. If you're unsure which product or size to order, contact us before you buy and we'll happily help.

Damaged, faulty or incorrect items

If your order arrives damaged, is faulty, or isn't what you ordered:

  1. Please check your parcel when it arrives and contact us as soon as possible, ideally within 48 hours of delivery, at hello@tweedrealfood.com or 0468 929 930. Our couriers only accept damage claims for a short time after delivery, so letting us know quickly helps us get a replacement to you faster. If you find a problem later, still contact us and we'll help.
  2. Send us photos of the damaged or incorrect item, the packaging and the shipping label, along with your order number.
  3. We'll offer you a replacement or a full refund, whichever you prefer. You won't need to send damaged food back unless we ask, and if we do, we'll cover the cost.

Broken glass: please don't eat it

Our balsamic vinegars and some seasonings come in glass. If any bottle or jar in your parcel arrives broken, cracked or chipped:

  • Don't eat or use any product from that parcel that may have come into contact with the broken glass, including other items in the same box, even if they look fine. Tiny glass fragments can be hard to see.
  • Take photos before you clean up, then wrap the broken glass carefully (for example in newspaper) before putting it in the bin, and keep it away from children and pets.
  • Contact us and we'll replace or refund everything affected.

Refunds

Approved refunds go back to your original payment method (card, PayPal or Afterpay). Your bank or payment provider may take a few business days to show it.

Questions

Email hello@tweedrealfood.com or call 0468 929 930, Monday to Friday, 9am to 2.30pm.