Refund policy

RETURNS FOR CHANGE OF MIND
We do not offer exchanges but offer a refund for change of mind.  Please email the team at hello@sourdoughmate.com.au within 14 days of you receiving your items. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Any postage costs applicable on change of mind exchanges is at the expense of the customer. Shipping costs and custom duties (where applicable) are non-refundable in the case of return for exchange, and return shipping costs for return for exchange are at customer cost. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund or store credit will be processed.

DAMAGED NON-FLOUR ITEMS

  • Please do a quick inspection of your packaging whilst in the presence of the courier or postal worker before signing for the delivery.
  • If there is any sign of damage externally ask the courier to make the note 'Parcel showed signs of damage' on his delivery run sheet.
  • Upon opening package if there is item damage please retain all packaging, document the damage where possible with photos, and contact us immediately.

DAMAGED FLOUR REFUND POLICY

We take great care when packing and shipping our products, however on rare occasions flour may arrive damaged during transit.

If your flour arrives damaged or unusable, please contact our customer support team within 7 days of delivery with your order number and a photo of the damaged product and packaging.

Once reviewed and approved, we will issue a store credit for the value of the damaged item. Store credits can be used toward any future purchase on our website.

Please note:

  • Store credit is provided in place of refunds for damaged flour.

  • Claims submitted after 7 days of delivery may not be eligible.

  • We may request photos of the packaging and product to help us improve our shipping processes.

If you have any questions, our team is always happy to help.

CLEARANCE & FINAL SALE ITEMS (if applicable)

These items are final and are not eligible for change of mind, returns for exchange nor shop credit.