Return and Credit

Return and Credit

Something not right? Please use the links at the end of the page to start a return or submit a claim. We kindly ask that you read our Returns and Credits Policy carefully before proceeding. By submitting the form, you acknowledge and agree to our claims and credits policy.

Claims & Credits Policy

At Honest to Goodness, we take pride in the quality of our products and service - and in our commitment to sustainability. We believe that food is precious, and that every product represents the hard work of farmers, producers, and our team. We encourage thoughtful consumption and ask our customers to consider the impact of waste when submitting claims.

To ensure fairness and transparency, we’ve outlined a clear process for submitting claims.

Claim Submission Timeframe

  • Claims must be submitted within 2 business days of receiving your order.
  • Claims received after this period will not be accepted.

 

Storage Responsibility

  • Once your order is delivered, product storage becomes your responsibility.
  • We cannot accept claims for spoilage, damage, or quality issues resulting from storage that is out of our control, including exposure to heat, moisture, pests, or other environmental factors after delivery.



Assessment & Processing Time

  • Claims may take up to 7 business days to be assessed.
  • This allows our Quality Assurance team time to verify batch records and inspect product samples.
  • For short shipment claims, our warehouse team may need to verify order manifests and dispatch records to confirm quantities sent.
  • If your purchase was made at our Alexandria Store, you need to return to the store in person to request a credit or exchange. Online claims for in-store purchases cannot be accepted.
  • If you purchased the product through a reseller or third-party retailer, you need to contact them directly to resolve your claim. Honest to Goodness cannot process claims for products not purchased directly from us.

 

What We Accept

We will review claims for:

  • Damaged or compromised products affecting safety or usability.
  • Incorrect items received.
  • Missing items from your order.

 

What We Don’t Accept

We do not accept claims based on:

  • Personal taste preferences.
  • Opened items where there is no fault or quality issue.
  • Minor cosmetic imperfections (e.g., small tears in packaging where product integrity is unaffected).
  • Change of mind or ordering errors.
  • Short Shelf Life claims outside of our policy, refer: What is the shelf life on your products?

 

Please note: We may, at our discretion, accept returns for unopened items in original condition, but return postage and a 20% restocking fee will apply. Please contact us before returning any items.

How to Submit a Claim

To submit a claim, please complete our form here: Returns & Credits. This form helps us assess your request efficiently and fairly.

Before submitting, please ensure:

  • You are within the 48-hour claim window.
  • You have clear photographs of the product and packaging where applicable
  • You acknowledge that you have read our claims and credit policy

 

Terms & Conditions

All returns and credits are subject to our usual Terms & Conditions – Clause 16.


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