Refund policy

Last updated: 12 October 2026

This policy applies to purchases from Byron Bay Olive Co. in Australia.

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 replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Products must be of acceptable quality, match their description and meet the other applicable consumer guarantees. Nothing in this policy limits those rights. They apply to sale items and opened products as well as unopened products. We do not impose a fixed 14-day or 30-day deadline on claims under Australian Consumer Law.

If there is a problem with your order

If a product arrives damaged, is incorrect, appears faulty or does not match its description, please contact support@byronbayoliveco.com as soon as you become aware of the issue. Include your order number or other proof of purchase, the product name and a description of the problem. Photos of the product, packaging and batch or date label can help where available, but a problem does not have to be visible in a photograph for us to assess it.

We may ask for further information or arrange to assess the product before deciding the appropriate remedy. Please contact us before posting food back so we can confirm the return address and safe handling arrangements. Original packaging or an unopened seal is not required to exercise your consumer guarantee rights. If you believe a product is unsafe, stop consuming it and contact us; do not post it back until we have agreed suitable arrangements.

Flavour preferences vary. Simply disliking the taste of a product that otherwise meets its description and the consumer guarantees does not, by itself, create a statutory right to a refund. We will still assess complaints about unusual flavour, excessive saltiness or other possible quality or description issues on their circumstances.

Change of mind and goodwill returns

We do not generally offer refunds or exchanges for a change of mind, including personal taste preferences, where the product meets the consumer guarantees. Because we sell food, opened products are not eligible for discretionary change-of-mind returns. This does not affect your rights if a product is faulty or otherwise fails a consumer guarantee.

We may agree to a goodwill return of an unopened, sealed product on a case-by-case basis. Please contact us first. We will confirm any conditions and the refund or exchange offered before you send the product back.

For an agreed change-of-mind or goodwill return, you pay the return postage and the original delivery charge is not refunded unless we agree otherwise. These conditions do not apply where Australian Consumer Law requires a different outcome.

Return postage and collection

For a product that can reasonably be posted or easily returned, you will generally arrange the return and pay the initial postage unless we agree to provide a prepaid label or another arrangement. Keep your postage receipt.

If we sent the wrong item or a product problem covered by the consumer guarantees is established, we will reimburse reasonable return postage or transport costs you have paid. We will confirm suitable return arrangements with you. If a faulty product cannot be returned without significant cost because of its size, installation or the nature of the problem, we will arrange collection at our expense as required by law.

If no product problem is established, return postage for an agreed goodwill or change-of-mind return remains your responsibility unless we have agreed otherwise. Any proposed collection or inspection charge will be explained and a reasonable estimate provided before you agree to that service.

Refunds and exchanges

We will explain the outcome of our assessment and the remedy available. For a major failure, you may choose a refund or replacement. For other failures, we will provide the remedy required by Australian Consumer Law within a reasonable time.

Where a refund is due, we will process it promptly after any necessary assessment and return, unless we agree that a return is unnecessary. Refunds are made to the original payment method unless you agree otherwise. We do not deduct a restocking fee or an amount for use from a refund for a major failure. Your bank or payment provider may take additional time to display the credit.

Delivery charges and any other loss or damage will be considered in accordance with Australian Consumer Law; they are not automatically excluded from a valid claim.

Unclaimed or returned deliveries

Please provide an accurate delivery address and follow any tracking, delivery or collection instructions. If an order is returned because it was not collected or the address supplied was incorrect, contact us so we can review what happened and the condition of the goods. Where the failed delivery was caused by you, reasonable additional delivery costs may apply if we agree to resend the order. We will confirm the available options and any charges with you. Your consumer guarantee rights remain unaffected.

Contact us

For a return, refund, exchange or unresolved refund enquiry, email support@byronbayoliveco.com with your order number and the details of your request.