Homegrown Hemp Refund & Returns Policy

Effective date: 26 September 2026

At Homegrown Hemp, we want you to be satisfied with your purchase. This policy explains how we handle change-of-mind returns and products that are faulty, damaged, incorrect or otherwise fail to meet a consumer guarantee.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

1. Australian Consumer Law

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

If a product has a major failure, you may be entitled to choose a refund or replacement. You may also be entitled to compensation for other reasonably foreseeable loss or damage.

If a product has a minor problem, we may choose to provide an appropriate remedy within a reasonable time.

These rights apply regardless of any manufacturer’s warranty or additional return conditions offered by us.

2. Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, we accept change-of-mind return requests made within 14 days of delivery, provided that:

The product is unopened and unused
The product remains in its original, undamaged packaging
All seals, labels and protective packaging remain intact
The product is in a clean and resalable condition
You provide valid proof of purchase
You contact us and receive return instructions before sending the product

Because our hemp oils are personal topical products, we generally cannot accept change-of-mind returns after a bottle, seal or product package has been opened, used or tampered with.

This hygiene restriction does not affect your rights if the product is faulty, unsafe, damaged, incorrect or otherwise fails to meet a consumer guarantee.

3. Change-of-Mind Return Costs

For an approved change-of-mind return:

You are responsible for the cost of returning the product
The original shipping charge is not refundable unless required by law
You are responsible for packaging the product securely
The product remains your responsibility until it is received by us

We recommend using a tracked postal or courier service. Homegrown Hemp is not responsible for a change-of-mind return that is lost or damaged while being returned to us.

4. Faulty, Damaged, Leaking or Incorrect Products

Please contact us if your order arrives:

Faulty or unsafe
Damaged during delivery
Leaking
Incorrect
Incomplete
Materially different from its website description
Unfit for its intended purpose
Otherwise inconsistent with an applicable consumer guarantee

When contacting us, please provide:

Your full name
Your order number
The name of the affected product
A clear description of the problem
Photographs of the product, packaging, shipping label and damage, where practical
The batch number and best-before date, where relevant

Please keep the product and its packaging until we have reviewed the issue and advised you of the next step.

Where a product fails to meet a consumer guarantee, we will provide the remedy required by Australian law. We will also reimburse reasonable return costs where required.

5. Delivery Damage or Missing Items

Please inspect your order as soon as reasonably possible after delivery.

If an item is damaged, leaking, missing or incorrect, contact us promptly at hello@homegrownhemp.com.au. Reporting delivery problems quickly helps us investigate the issue with the delivery provider and arrange an appropriate solution.

Reporting an issue promptly does not replace or limit any rights you may have under the Australian Consumer Law.

6. Products That Cannot Be Returned for Change of Mind

Subject to your rights under the Australian Consumer Law, we do not accept change-of-mind returns for:

Opened or used products
Products with broken, removed or damaged seals
Products that have been tampered with
Products damaged through misuse
Products stored contrary to the label instructions
Products damaged after delivery
Products without proof of purchase
Products purchased from another retailer
Products returned without prior approval

If you purchased a Homegrown Hemp product from another retailer, please contact that retailer first regarding the return.

7. How to Request a Return

Before returning a product, email hello@homegrownhemp.com.au with:

Your name
Your order number
The product you wish to return
The reason for the return
Relevant photographs, where applicable
Your preferred contact details

We will review your request and provide return instructions if the return is approved.

Please do not send a product back before receiving return instructions. Unauthorised returns may be delayed or sent to an address that cannot receive them.

8. Return Packaging

Products must be packaged securely to prevent damage or leakage during transport.

Where practical, use the original shipping box or another suitable protective package. Do not send a leaking or unsafe parcel through the postal system without first contacting us for instructions.

9. Refunds

Once an approved return is received and inspected, we will notify you of the outcome.

Approved refunds will ordinarily be issued to the original payment method. Please allow up to 5 business days for us to process an approved refund.

Your bank or payment provider may require additional time before the refund appears in your account.

If the original payment method is unavailable, we may arrange another appropriate refund method after verifying the purchaser’s identity.

10. Exchanges and Replacements

Approved replacements and exchanges are subject to stock availability.

If the appropriate replacement is unavailable, we will offer another remedy required by law or agreed with you, which may include a refund.

We will not substitute a materially different product without your agreement.

11. Adverse Skin Reactions

Our hemp oils are intended for topical use only. We recommend performing a small patch test before wider application.

Stop using the product if you experience irritation, redness, swelling or another adverse reaction. Seek appropriate medical assistance if the reaction is serious or persists.

If you contact us about an adverse reaction, please provide:

The product name
The batch number
The best-before date
When and how the product was applied
A description of the reaction
Relevant photographs, where appropriate

An individual sensitivity or allergy does not automatically mean that a product is faulty. We will assess the circumstances, available product information and your rights under the Australian Consumer Law.

12. Misuse and Improper Storage

A refund or replacement may not be available where the problem was caused by:

Using the product contrary to its label directions
Swallowing or ingesting a product labelled for topical use only
Applying the product to broken or irritated skin contrary to instructions
Improper storage
Accidental damage after delivery
Unauthorised modification, contamination or tampering

The packaging directs customers to store the product below 30°C and refrigerate it after opening. Always follow the storage and usage directions printed on the product.

This section does not limit any remedy available where the product itself failed to meet a consumer guarantee.

13. Cancellations

If the order has not entered processing or dispatch, we will make reasonable efforts to cancel it. Once an order has been processed or dispatched, it may need to be handled as a return under this policy.

We cannot guarantee that a cancellation request received after an order is placed can be completed.

14. Contact Us

For returns, refunds, replacements or order problems, contact:

Homegrown Hemp
Website: homegrownhemp.com.au
Email: hello@homegrownhemp.com.au
Phone: +61 449 583 752

Please contact us before sending any return. The appropriate return address and instructions will be provided after your request has been reviewed.

Refund and Returns Policy