Refund policy

Last updated: October 6, 2025

At Pepo Farms, we take great care in crafting, packing, and dispatching every order so it reaches you in perfect condition. If something isn’t right, we’ll do our best to make it right.

Faulty, Damaged or Incorrect Items

In accordance with Australian Consumer Law (ACL), you are entitled to a replacement or refund if a product has a major problem.
This includes where the item:

  • is damaged or defective,
  • is not as described, or
  • was sent in error.

If your order arrives damaged or incorrect, please contact us within 7 days of delivery at orders@pepofarms.au with:

  • your order number or proof of purchase,
  • a brief description of the issue, and
  • clear photos of the affected items and packaging.

Once we verify the issue, we’ll arrange a replacement, store credit, or refund as appropriate.

Change of Mind

We don’t offer refunds or exchanges for change of mind, accidental orders, or preferences.
If you’ve ordered more than you need, our best suggestion is to share the goodness — our products make wonderful gifts for friends and family.

Chocolate Products

Chocolate is sensitive to temperature, and despite our careful packaging, it can occasionally soften or melt in transit — especially in warmer months.

If your chocolate has melted in transit, we will replace or refund the product once we receive:

  • a photo of the affected item, and
  • your proof of purchase (order number, name, and delivery address).

This helps us follow up with our courier partner for compensation and ensures we can improve future deliveries.

We ask that claims are made within 7 days of receiving your parcel so we can process them promptly.

Please note: slight softening that can be resolved by refrigeration does not usually require replacement, but we’ll always assess each situation fairly.

How to Return an Approved Item

If we’ve authorised a return or exchange, please post the product to:
Pepo Farms
5061 Great Alpine Road
Ovens, VIC 3738, Australia

Include your name, order number, and return reference so we can match it to your claim.

Refunds

Once your return or replacement is approved, we’ll process your refund to your original payment method or issue a replacement dispatch.
Refunds typically appear in your account within 5–10 business days, depending on your bank or payment provider.

Need Help?

If you’re unsure whether your order qualifies for a replacement or refund, please contact our friendly team at orders@pepofarms.au.
We’ll assess your situation quickly and work towards the best outcome.