Refund policy

If the goods or services received are defective or not fit for purpose, a full refund or replacement may be provided. Please note that products cannot be returned due to a change of mind or incorrect choice. This replacement extends to damage caused in transit or food not meeting the order requirements. Where the impact is deemed minor in nature and does not substantially impact the order or the service, a Store Credit may be offered as an alternative to a refund or replacement.

We guarantee that our goods:
- Are of acceptable quality. This means they will be safe, durable, and free from defects.
- It will be acceptable in appearance and finish.
- Will do the job such goods are usually used for.
- Match the description provided, although presentation may differ slightly as products are all hand-made.

Where Store Credits are offered or provided, these are:
- Not redeemable or transferable for cash
- Must be used within 3 years of issue
- Cannot be swapped or substituted for a varied service; must be used for a like-for-like product or offering
- Once used, it cannot be re-established
- Cannot be split in value; the entire credit must be used in one transaction
- Cannot be transferred between customers or companies

How do I contact Pomelo + Co if I feel that I am eligible for a Replacement, Refund, or Credit?
Within a 24-hour time frame after the order date, please contact us at:
enquiries@pomeloandco.com.au
1300 833 999

In your email, please place in the Subject Title: Refunds or Credit – [Your Business Name].
We welcome you to attach images to help explain your concerns. Please also provide details about the manner in which the goods failed to serve their purpose, or how you believe they did not meet the expected standard.