Refunds, Returns & Exchanges Policy

Bronze Wattle Co

Effective date: 10 May 2026
Last reviewed: 23 May 2026
Applies to: All purchases from Bronze Wattle Co, including online orders, corporate gift orders, market purchases, event sales and direct sales.

1. Purpose

This policy explains how Bronze Wattle Co manages refunds, returns, exchanges, damaged goods, incorrect items, change-of-mind requests and product issues.

This policy is designed to comply with the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer rights that cannot lawfully be excluded.

2. Your rights under Australian Consumer Law

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

You are entitled to a remedy if a product you purchase from us does not meet a consumer guarantee. This may include a refund, replacement, repair, exchange or other appropriate remedy depending on the nature of the issue.

A product may fail to meet consumer guarantees if it is:

• faulty;
• unsafe;
• not of acceptable quality;
• significantly different from the product description, image or sample;
• unfit for the purpose we said it would be fit for;
• unfit for a purpose you made known to us and relied on us to meet;
• damaged before delivery; or
• incorrectly supplied.

3. Change-of-mind returns

We are not required to provide a refund or exchange if you simply change your mind, choose the wrong product, no longer need the item or find the item cheaper elsewhere.

However, at our discretion, we may offer a change-of-mind exchange, credit or replacement where:

• the request is made within 7 days of receiving the product;
• the item is unused, unopened, undamaged and in original packaging;
• the item is not perishable, personalised, made-to-order or temperature-sensitive;
• proof of purchase is provided; and
• the product can be safely and lawfully resold.

Change-of-mind returns are not available for:

• perishable food products;
• opened pantry products;
• edible goods where packaging has been opened or tampered with;
• live plants, seedlings, herbs or plant products affected by customer care conditions;
• custom, personalised or branded corporate gift boxes;
• clearance or final sale items, unless required by law;
• gift boxes where components have been opened, used, removed or damaged;
• products affected by heat, incorrect storage, mishandling or failure to follow care instructions after delivery.

This does not affect your rights under Australian Consumer Law if the product has a problem.

4. Faulty, damaged or incorrect products

Please contact us as soon as possible if your order arrives damaged, incorrect, incomplete or faulty.

You should provide:

• your name;
• order number or proof of purchase;
• clear photos of the product, packaging and delivery box;
• a description of the issue;
• the date the issue was identified; and
• whether you are seeking a refund, replacement, exchange or other remedy.

We may request that the product be returned or retained for assessment. Please do not dispose of damaged or faulty goods until we confirm the next step, unless the item is unsafe to keep.

5. Major and minor problems

Where a product has a major problem, you may be entitled to choose a refund or replacement.

A major problem may include where the product:

• is unsafe;
• is significantly different from the description or sample;
• has a problem that would have stopped a reasonable customer from buying it;
• cannot be used for its normal purpose; or
• cannot be fixed within a reasonable time.

Where the problem is minor, we may choose to provide a repair, replacement, exchange, store credit or other remedy within a reasonable time.

6. Gift boxes and substitutions

Bronze Wattle Co gift boxes may contain a curated mix of products from local, regional or artisan suppliers.

Occasionally, a product may become unavailable due to seasonal supply, producer availability, plant health, stock damage or supplier delay. Where this occurs, we may substitute an item with another product of equal or greater value, provided the substitution is consistent with the theme and quality of the gift box.

For corporate or custom gift boxes, we will seek approval for material substitutions where timing allows.

Substitution is not considered a product fault where the substituted product is of equal or greater value and broadly consistent with the gift box description. However, we will comply with Australian Consumer Law if the final product is materially different from what was represented.

7. Perishable, food and plant products

Because some Bronze Wattle Co products may include food, pantry goods, edible botanicals, seeds, plants or seedlings, special handling conditions apply.

Refunds or replacements may not be available where the product issue was caused by:

• incorrect storage after delivery;
• exposure to heat, moisture or direct sunlight after delivery;
• failure to follow care or storage instructions;
• delay in collecting or opening the delivery;
• damage caused by the recipient, customer or third party;
• natural variation in plant size, colour, growth habit or seasonal appearance;
• normal settling, movement or cosmetic variation in transit.

This does not affect your rights if the product was faulty, unsafe, damaged before delivery or did not comply with consumer guarantees.

8. Corporate gifting and custom orders

For corporate gifting orders, custom gift boxes, branded packaging, personalised inserts or bulk orders, we may require a deposit or full payment before production.

Unless required by law:

• deposits may be non-refundable once custom work, sourcing, printing, ordering, assembly or production has commenced;
• cancellations may incur costs for materials, design, labour, supplier orders or committed production;
• custom-branded or personalised products cannot usually be returned for change of mind;
• delivery timelines depend on stock availability, supplier lead times, packaging availability and customer approval of required details.

Any terms for corporate gifting orders will be confirmed in writing at the time of quotation or invoice.

9. Sale items

Sale items, discounted products and promotional products are covered by Australian Consumer Law.

We do not exclude refunds or remedies for faulty sale items.

However, change-of-mind returns are not available for sale, clearance or final-run products unless we agree otherwise in writing.

10. Proof of purchase

To assess a refund, return or exchange, we may require proof of purchase, such as:

• order confirmation;
• tax invoice;
• receipt;
• payment confirmation;
• gift receipt;
• corporate order reference; or
• other evidence that the product was purchased from Bronze Wattle Co.

11. Return postage and delivery costs

Where a product is faulty, damaged before delivery, incorrectly supplied or otherwise fails to meet consumer guarantees, we will cover reasonable return postage or provide another suitable remedy.

Where we approve a change-of-mind return, the customer is responsible for return postage or delivery costs unless we agree otherwise.

Original delivery fees may not be refunded for change-of-mind returns.

12. Timeframes

We aim to acknowledge refund, return and exchange requests within 2 business days.

We aim to resolve straightforward matters within 5 business days after receiving all required information.

Complex matters, supplier investigations, courier investigations, food safety concerns, plant health issues or corporate orders may require more time.

13. How to contact us

Refund, return and exchange requests should be sent to:

Bronze Wattle Co
Email: hello@bronzewattleco.com.au
Phone: 0434 934 003
Website: www.bronzewattleco.com.au
Business location: Sunshine Coast, Queensland, Australia