Last updated: 2 September 2026
This policy explains how returns, refunds and replacements work at Goldland Manuka, operated by Goldland Co Pty Ltd (ABN 11 701 085 163). It applies alongside our Terms and Conditions and Shipping Policy.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Goods must be of acceptable quality, match their description and be fit for any purpose we disclosed.
If a product has a major problem — for example it is unsafe, substantially unfit for its normal purpose, significantly different from its description, or has a fault that cannot reasonably be fixed — you can choose a refund or a replacement, and you may also claim compensation for other reasonably foreseeable loss. If the problem is minor, we may choose to replace the product or give you a refund. These rights are explained by the ACCC.
Nothing in this policy limits, excludes or modifies those rights. In particular, we do not apply "no refunds", "no returns on sale items" or expired-deadline exclusions to a valid consumer guarantee claim, and we do not charge restocking fees.
Faulty, damaged or incorrect orders
Contact us as soon as you can — ideally within 7 days of delivery so we can pursue a transit claim with Australia Post — at sales@goldlandmanuka.com with:
- your order number or other proof of purchase;
- a description of the problem;
- photographs of the product, the seal or lid, the outer packaging and any damage, taken before the product is discarded; and
- a photograph clearly showing the batch and best-before code on the label.
Reporting later than 7 days does not remove your consumer guarantee rights. It simply makes a courier claim harder, so early contact helps us resolve things faster.
Assessment and returns
We are entitled to assess a product before providing a remedy. How we do that depends on the value of the item:
- Items under $100: in most cases clear photographs are enough and we will replace or refund without asking you to post anything back.
- Items of $100 or more: we will normally ask you to return the product so we can inspect it, and we will send you a prepaid return label or reimburse your reasonable return postage. Your remedy is provided once we receive the item.
We reserve the right to request the return of any product before providing a remedy where photographs are not sufficient to establish the problem. Please keep the product, the lid or seal and all packaging until your claim is resolved and do not dispose of them, as we may need to inspect them or lodge a carrier claim.
You never pay to return a genuinely faulty, damaged or incorrectly supplied item. Where a problem is confirmed, we pay the return postage or reimburse what you have already paid, in line with ACCC guidance.
If, after inspection, we find the product does not have the problem claimed, we may ask you to pay our reasonable collection and inspection costs. We will give you an estimate of those costs before we collect or inspect anything, and we will return the product to you.
We provide one remedy per affected item — a refund or a replacement, not both. We may decline further no-return claims from an account with a pattern of unsubstantiated claims, and we may require the return of goods in those cases. This does not affect any valid consumer guarantee claim.
Change of mind returns
We accept change-of-mind returns within 30 days of delivery, provided that:
- the product is unopened with the tamper seal and lid intact;
- the label, jar and any outer carton are undamaged and in resaleable condition;
- you have proof of purchase; and
- you contact us for a return authorisation before sending anything back.
Because honey is a food product, we cannot accept or resell a jar once it has been opened or the seal broken, and we cannot accept change-of-mind returns on opened products. This does not affect your rights if a product is faulty or not as described.
For change-of-mind returns:
- you pay the return postage, and we recommend a tracked service — the goods remain your risk until they reach us;
- we refund the price you paid for the returned products once we receive and inspect them;
- the original shipping cost you paid is not refunded; and
- if a returned item arrives opened, damaged or not in resaleable condition, we will contact you to arrange its return to you at your cost, or a partial refund if you prefer.
Gift purchases follow the same rules and the 30 days run from delivery. Freight-free or promotional orders are refunded net of the actual shipping cost we incurred.
Cancelling before dispatch
If you want to cancel or change an order, email us immediately at sales@goldlandmanuka.com. If the order has not yet been packed we will cancel it and refund you in full. Once fulfilment has begun we may not be able to stop it, in which case the change-of-mind rules above apply.
How to return an item
- Email sales@goldlandmanuka.com with your order number and reason for return.
- We will reply within 2 business days with a return authorisation and the return address.
- Pack the product securely — honey jars need cushioning to survive the return trip — and include your order number inside.
- Send it to the address we provide and keep your tracking number.
Please do not send anything back before you have a return authorisation, as unidentified parcels can be delayed or refused.
Refund method and timing
Approved refunds are issued to the original payment method. We process refunds within 3 business days of approving your claim or receiving and inspecting a returned item. Your bank or card provider may take a further 3–10 business days to show the funds.
We do not refund to a different card, account or person, and we do not issue cash refunds. Store credit or an exchange is available instead of a refund if you would prefer.
International orders
Change-of-mind returns from outside Australia are accepted on the same terms, but you pay the return freight and any export or re-import charges, and the goods must reach us unopened and in resaleable condition.
We cannot refund orders that are seized, destroyed or returned by customs or a quarantine authority, or refused because import charges were unpaid. Honey is a restricted import in some countries, so please check your local rules before ordering — see our Shipping Policy.
Products we cannot accept back
- Opened jars, or jars with a broken tamper seal, unless faulty or not as described.
- Products damaged by misuse, incorrect storage after delivery, or exposure to extreme heat in your possession.
- Products returned without proof of purchase or a return authorisation.
- Products where the best-before date has passed while in your possession, unless the product was faulty on arrival.
Natural crystallisation, thickening, changes in colour or flavour between batches, and separation are normal characteristics of raw Manuka honey and are not defects. If you are unsure whether what you are seeing is normal, send us a photo and we will tell you honestly.
Contact
Goldland Co Pty Ltd trading as Goldland Manuka
ABN 11 701 085 163
41 Gillies Road, Burrum Heads QLD 4659, Australia
Email: sales@goldlandmanuka.com
