Refund Policy

Last updated: 12 August 2026

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or another remedy if goods are faulty, unsafe, not of acceptable quality, unfit for a disclosed purpose, incorrectly supplied, or materially different from their description.

The remedy depends on the circumstances and whether the problem is major or minor. We may reasonably assess the goods and request proof of purchase before providing a remedy. No time limit in this voluntary policy removes rights that continue for longer under law.

2. Change-of-mind returns

In addition to your legal rights, Toby Bros accepts a change-of-mind return where all of the following conditions are met:

• You contact us and return the product within seven calendar days after delivery or collection.
• The product is non-perishable.
• It is unopened, unused, undamaged and in its original saleable packaging.
• You provide the order number, receipt or another reasonable proof of purchase.
• The product was purchased directly from Toby Bros.

Fresh fruit and vegetables, bread, dairy, eggs, chilled goods, frozen goods and other products with a limited shelf life are not eligible for a change-of-mind return. This exclusion does not apply where the product fails a consumer guarantee.

For an approved change-of-mind return, we will agree with you whether the product price is refunded or issued as store credit. Original delivery and Pick and Pack fees are not normally refundable for a change of mind because those services have already been provided. You are responsible for returning the product to the store unless we agree otherwise.

3. Fresh produce and perishable goods

Natural variation in colour, shape, size and ripeness is not necessarily a fault. However, fresh and perishable goods must still meet applicable consumer guarantees. If produce arrives damaged, spoiled, unsafe, incorrectly supplied or materially below reasonable quality, contact us as soon as reasonably possible so we can assess the issue while the condition of the product can still be verified.

We may ask for the order number, a description and photographs. A photograph helps us assess a perishable product remotely, but we will consider reasonable alternatives if you cannot provide one.

4. Incorrect, missing or substituted items

If an item is missing, incorrectly supplied or substituted contrary to the preference recorded on the order, contact us promptly. We will check the order and offer the remedy required by law or another solution agreed with you, which may include replacement, refund or store credit.

5. Cancelling an order

Contact us as soon as possible if you want to cancel. A manager may approve cancellation at any time before the order is collected or delivered. Approval is discretionary and may be declined if picking or preparation has started, stock has been specially obtained, or perishable goods can no longer reasonably be resold.

If a cancellation is approved, the manager and customer will agree whether the outcome is store credit or a refund. Any refund will be processed using an available method appropriate to the original payment and may take additional time to appear depending on the payment provider or financial institution.

6. Refund timing and return costs

We will process an approved refund within a reasonable time after assessment. Bank and payment-provider processing times are outside our direct control. If a product fails a consumer guarantee, we will bear reasonable return or collection costs where required by law. For a change-of-mind return, the customer is responsible for return costs.

7. How to request help

Email admin@tobybros.com.au with your name, order number, the affected item and a short description of the requested outcome. Keep the product and packaging until we confirm whether they are needed for assessment or return.

If we cannot resolve the issue directly, you may seek information from the Australian Competition and Consumer Commission or NSW Fair Trading.

Refund and return enquiries: admin@tobybros.com.au