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Refund & Returns Policy

Last updated: June 2026

1. Our Guarantee

Natty Bee stands behind the quality of our products. We offer a 30-day money-back guarantee on all purchases. If you are not satisfied with your order for any reason, you may request a refund within 30 days of receiving your goods.

2. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Nothing in this policy limits or overrides your statutory rights.

You are entitled to:

  • A replacement or refund for a major failure.
  • Compensation for any other reasonably foreseeable loss or damage resulting from a major failure.
  • Repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

What constitutes a major failure?

Under the ACL, a failure is “major” if:

  • The product is substantially unfit for its normal purpose and cannot easily be made fit.
  • The product is unsafe (e.g., contamination, undisclosed allergens).
  • The product is significantly different from the description, sample, or demonstration model.
  • A reasonable consumer would not have bought the product if they had known about the problem.

3. Eligibility for Refund or Return

3.1 Refunds we will always provide

  • The product is defective, damaged, or spoiled on arrival.
  • The product does not match the description on our website (e.g., wrong item, incorrect weight, missing COA).
  • The product is unsafe or fails to meet food safety standards.
  • Your order was not delivered within a reasonable timeframe and you no longer want the product.
  • A pre-order was not fulfilled within the stated timeframe and you wish to cancel.

3.2 Change-of-mind returns (30-day guarantee)

Although we are not legally required to offer refunds for change of mind, we do so under our 30-day guarantee, subject to the following conditions:

  • The request is made within 30 days of the delivery date.
  • The product is in its original, sealed packaging, unopened and unused.
  • You provide proof of purchase (order confirmation email or order number).

For change-of-mind returns, return shipping is at the customer's expense. We will refund the product price once we receive and inspect the returned item. Original shipping costs are not refunded for change-of-mind returns.

3.3 Opened products

If you have opened and partially used the product but believe it is defective or not as described, you may still be entitled to a refund under the Australian Consumer Law. Please contact us with photos and a description of the issue. We assess these on a case-by-case basis.

4. How to Request a Refund

To request a refund or return:

  1. Contact us at hello@nattybee.com.au or via Instagram DM (@nattybee.au) with your order number and the reason for the return.
  2. We will respond within 2 business days with instructions. For defective products, we may ask for photos.
  3. Ship the product back to us (if requested) at the address we provide. For defective or incorrect items, we will cover return shipping costs. For change-of-mind returns, return shipping is at your expense.
  4. Refund processed within 5-10 business days of receiving the returned item (or upon approval for defective items where we do not require the product back). Refunds are issued to your original payment method via Stripe.

5. Pre-Order Refunds

If you placed a pre-order and wish to cancel:

  • Before the pre-order window closes: you may cancel for a full refund at any time.
  • After the window closes but before dispatch: we will do our best to accommodate cancellations. Contact us as soon as possible.
  • If we fail to ship within the stated timeframe: you are entitled to a full refund, no questions asked. Under the Australian Consumer Law, we must deliver within the timeframe stated at purchase or within a reasonable time.

6. Exchanges

We do not offer direct exchanges. If you would like a different product or size, please return the original item for a refund and place a new order.

7. Damaged or Lost in Transit

  • Damaged on arrival: contact us within 7 days of delivery with photos of the damaged product and packaging. We will send a replacement or issue a full refund at no cost to you.
  • Lost in transit:if your order has not arrived within the carrier's estimated delivery window, contact us and we will investigate with the carrier. If the parcel cannot be located, we will reship your order or issue a full refund.

8. Non-Refundable Items

The following are not eligible for change-of-mind refunds (your ACL rights still apply if there is a fault):

  • Products that have been opened, partially consumed, or tampered with (unless defective).
  • Gift cards or promotional credits.
  • Free samples or bonus items included with orders.

9. Disputes

If you are not satisfied with the outcome of a refund request, you may lodge a complaint with Consumer Protection WA (Department of Mines, Industry Regulation and Safety) at www.commerce.wa.gov.au/consumer-protection or the ACCC (Australian Competition and Consumer Commission) at www.accc.gov.au.

10. Contact Us

For refund and return requests, please contact us:

NattyBee Trustee Pty Ltd ATF [Name] Family Trust (ABN: 71 501 634 639)