Refund policy
Returns & Refunds
We want you to be happy with your Sourdough Mate order.
If something isn't quite right, please get in touch with us. We're a small family business and we'd much rather have a chat and help find a solution than leave you disappointed.
Change-of-mind returns
Changed your mind? That's okay.
We accept change-of-mind returns within 14 days of receiving your order, provided the item:
- Is unused and in its original condition
- Is in the original packaging
- Has not been used, assembled or damaged
Please contact us before sending anything back. Returns must be approved by us first.
For change-of-mind returns, the cost of returning the item to us is the responsibility of the customer. Original shipping costs are non-refundable.
Once your return arrives, we'll inspect the item and let you know once your refund has been approved.
Refunds are made to the original payment method.
Something arrived damaged?
We're really sorry if your order hasn't arrived in perfect condition.
Please take photos of the damaged item and packaging and contact us as soon as possible so we can help.
Please keep all original packaging until we've had a chance to assess the damage, as Australia Post or the carrier may require photographs or other information when a claim is made.
Damage claims must be made within 14 days of receiving your order.
If your item has arrived damaged or faulty, please don't send it back until we've spoken with you and advised what to do.
Wrong or faulty item?
Mistakes can occasionally happen, and if we've sent you the wrong item or something isn't working as it should, please let us know.
We'll work with you to make it right.
Depending on the situation, this may include a replacement, repair or refund in accordance with your Australian Consumer Law rights.
🌱 Our Starter Flakes Replacement Guarantee
Sourdough starters are living cultures, so occasionally they can take a little longer to wake up.
If you've purchased our starter flakes and are having trouble getting them active, please don't give up on them and don't throw them away!
Get in touch with us and we'll troubleshoot it with you first. Most starters simply need a small adjustment to temperature, feeding or timing.
If we've worked through the usual troubleshooting steps together and your starter still won't activate, we'll arrange a replacement pack of starter flakes in accordance with our Starter Flakes Replacement Guarantee.
Read our Starter Flakes Replacement Guarantee →
Sale, custom & discontinued items
Unless an item is faulty, damaged or otherwise covered by your Australian Consumer Law rights, sale, custom-made and discontinued items are not eligible for change-of-mind returns.
What isn't refundable?
For change-of-mind returns:
- Original shipping costs are non-refundable.
- Return postage is the responsibility of the customer.
- Any customs duties, taxes or import fees paid on an international order are non-refundable.
This does not affect your rights under Australian Consumer Law.
Need help with a return?
The easiest way to reach us is through the chat button on our website. You'll find it in the bottom-right corner of the screen.
Our friendly team is available Monday–Friday, 9am–5pm AEST.
You can also email us at hello@sourdoughmate.com.au.
We're here to help.
Where to send an approved return
Sourdough Mate
C/o Mount Martha LPO
Shop 4, 3 Howey Road
Mount Martha VIC 3934
Australia
Please don't send a return to this address until your return has been approved by our team.