Returns & Refunds Policy

Bob's Brittle | bobsbrittle.com.au | ABN 65 191 892 427

Last updated: March 2026

Quick Reference Guide

Not sure what applies to you? Use this table as a starting point, then read the relevant section below.

 

Situation	Your Right	Return Shipping
Faulty / unsafe product	Repair, replacement, or full refund (your choice for major faults)	We pay
Product doesn't match description	Repair, replacement, or full refund	We pay
Incorrect item sent	Replacement or full refund	We pay
Damaged on arrival	Replacement or refund	We pay
Change of mind (unopened, within 30 days)	Refund or store credit at our discretion	You pay
Opened / consumed food item (no fault)	Not eligible	N/A
Custom or personalised order	Not eligible (change of mind)	N/A
Sale item (faulty)	Full ACL rights apply	We pay

 

Questions? Contact us at admin@bobsbrittle.com.au — include your order number and photos where relevant.

 

1. Your Rights Under Australian Consumer Law

Under the ACL, all goods we sell must be of acceptable quality, fit for any purpose you disclosed before purchase, match their description, and be safe. These guarantees are automatic — they apply regardless of whether we offer a voluntary policy, and regardless of whether an item was on sale.

 

Major Failures

A product has a major failure when it is:

•        unsafe

•        substantially different from its description, sample, or how it was advertised

•        so seriously flawed that a reasonable consumer would not have bought it knowing about the problem

•        substantially unfit for its normal purpose (or a purpose you told us about) and cannot be fixed within a reasonable time

 

If there is a major failure, you choose the remedy: you may elect a full refund, a replacement with an identical product, or to keep the item and receive compensation for the drop in value. You may also claim compensation for other reasonably foreseeable losses.

 

Minor Failures

If the failure is minor, we will repair or replace the product free of charge within a reasonable time. If we cannot do this, you may choose a refund, replacement, or compensation for the reduced value.

 

Food Products & Perishability

Brittle and confectionery have a limited shelf life by nature. ACL guarantees still apply — if a product was faulty, unsafe, or misdescribed at the time of sale, you are entitled to a remedy regardless of when you notice the problem. However, quality changes expected for perishable food products (e.g., normal softening over time) are not failures under the ACL. Shelf life is typically 5 months from dispatch if stored correctly.

 

Time Limits

There is no fixed time limit for raising an ACL guarantee issue — what matters is whether the failure existed (or should have been expected to last) at the time of supply. Contact us as soon as you discover a problem. Prompt notification helps us assess your claim accurately and fairly.

 

Return Shipping for ACL Claims

•        You are generally responsible for returning small or easily posted items at your initial cost

•        We will reimburse your reasonable return shipping costs once the failure is confirmed — keep your receipts

•        For large or bulky items that cannot reasonably be posted, contact us and we will arrange collection

•        If no failure is found after inspection, we may charge reasonable assessment or return costs — we will give you a written estimate before proceeding

 

 

2. Voluntary Change-of-Mind Returns

 

Eligibility

We offer a 30-day change-of-mind return window, subject to all of the following conditions:

•        Request is made within 30 days of your delivery date

•        Item is unused, in its original condition, with all original tags and labels attached

•        Item is in its original, undamaged packaging and in a fully resaleable state

•        Proof of purchase is provided (order confirmation email or receipt)

 

 

How to Request a Change-of-Mind Return

1.     Email admin@bobsbrittle.com.au with your order number, reason for return, and photos if requested.

2.     We will review your request and respond within 10 business days. If approved, we will send return instructions.

3.     Return the item using our specified method within 14 days of approval. Items returned without prior approval will not be accepted.

4.     Once received and inspected, we will process your refund or store credit within 10 business days.

 

Return Shipping Costs (Change of Mind)

Return shipping for change-of-mind returns is your responsibility. We may, entirely at our discretion, provide a prepaid return label — this is not a standard entitlement.

 

Outcome

If all conditions are met, we will issue a refund to your original payment method or store credit at our discretion. We reserve the right to offer a partial refund or store credit if the item shows minor handling, missing tags, or packaging that is not in perfect original condition. We will advise you of the outcome before processing.

 

3. Items Not Eligible for Change-of-Mind Returns

The following items cannot be returned under our voluntary change-of-mind policy. Your ACL rights for faulty or misdescribed goods still apply in full:

•        Opened, unsealed, or partially consumed food products

•        Custom or personalised orders (e.g., special-flavour or engraved items)

•        Gift cards and vouchers

•        Sale or promotional items — change-of-mind returns are not accepted on sale items, but your ACL consumer guarantee rights remain fully intact if the item is faulty

 

Not sure if your item qualifies? Contact us at admin@bobsbrittle.com.au before returning anything.

 

4. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, incorrect, or does not match what you ordered:

•        Contact us within 7 days of delivery at admin@bobsbrittle.com.au

•        Include your order number, clear photos of the item and packaging, and a description of the issue

•        Do not return the item without contacting us first — we will provide instructions

•        If a failure is confirmed, we will provide the appropriate ACL remedy at no cost to you, including reimbursement of reasonable return shipping

 

We aim to respond to all damage and defect claims within 10 business days.

 

5. Exchanges

We do not operate a direct exchange program. The quickest way to get a different flavour or variant is to:

5.     Submit a return request under Section 2 (if eligible)

6.     Place a new order for the item you want

 

If you received an incorrect item, we will replace it at no cost under your ACL rights — see Section 4.

 

6. How Refunds Are Processed

•        We will notify you by email once we have received and inspected your return, or once your claim has been assessed

•        Approved refunds are processed to your original payment method within 10 business days of that notification

•        Allow additional time for your bank or card provider to post the credit — this can take several business days beyond our processing time

•        Original outbound shipping fees are not refunded for change-of-mind returns

•        For confirmed ACL failures, we will also refund reasonable outbound shipping where the failure made the product unusable

 

 

7. If You Are Not Satisfied

We aim to resolve all issues fairly and promptly. If you are not satisfied with our response:

•        Reply to our email and ask for your complaint to be escalated for further review

•        Contact the ACCC (Australian Competition and Consumer Commission) at accc.gov.au or 1300 302 502

•        Contact your state or territory consumer protection agency (e.g., NSW Fair Trading at fairtrading.nsw.gov.au or 13 32 20)

•        Lodge a complaint with the Australian Financial Complaints Authority (AFCA) if your dispute relates to a payment

 

8. Contact Us

For all returns, refunds, or questions about this policy:

•        Email: admin@bobsbrittle.com.au (preferred — include your order number)

•        Address: 19-21 The Chase, Valley Heights NSW 2777

•        Mobile: 0412 653 246

We aim to respond to all enquiries within 10 business days.

 

This Returns & Refunds Policy complies with the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010). Nothing in this policy removes or limits your statutory rights as a consumer. For more information on your rights, visit accc.gov.au/consumers/problem-with-a-product-or-service-you-bought/repair-replace-refund-cancel.