At Farmgate & Twine, we hope you are delighted with your purchase. Each piece is carefully selected, and we want you to shop with confidence.

We understand that occasionally a purchase may not be quite right. Our returns policy explains how we manage returns, exchanges and refunds, alongside your rights under Australian Consumer Law.

CHANGE OF MIND RETURNS

We offer an exchange or store credit on eligible full-priced items when a return is requested within 14 days of delivery.

Items must be unused, in their original condition and packaging, with proof of purchase.

Please contact us at info@farmgateandtwine.com.au within 14 days of receiving your order so we can confirm the return arrangements.

Return shipping costs for change-of-mind purchases are the responsibility of the customer. Original delivery charges are non-refundable for discretionary returns.

Refunds for change of mind may be considered at our discretion.

SALE & CLEARANCE ITEMS

Sale and clearance items are not eligible for change-of-mind returns, exchanges or store credit.

This does not affect your rights under Australian Consumer Law if an item is faulty or otherwise fails to meet the applicable consumer guarantees.

DAMAGED, FAULTY OR INCORRECT ITEMS

We take care when preparing and packaging every order, particularly our more delicate homewares.

If your purchase arrives damaged, is faulty or is not the item you ordered, please email info@farmgateandtwine.com.au with your order number and a description of the concern.

Photographs of the item and packaging are helpful, and we ask that you retain the packaging where practical.

We encourage you to contact us as soon as practical so we can assist promptly. The 14-day change-of-mind period does not apply to faulty goods or otherwise limit your statutory rights.

Under Australian Consumer Law, if a product has a major failure, you may choose a refund or replacement, or keep the item and seek compensation for its reduced value. For a minor failure, we may arrange a repair within a reasonable time. If this cannot be achieved, you may be entitled to a refund or replacement.

EXCHANGES & STORE CREDIT

For eligible change-of-mind returns, we offer an exchange or store credit once the returned item has been received and inspected.

Exchanges are subject to product availability. If your preferred item is unavailable, we can arrange store credit towards a future purchase.

Store credit will be issued for the eligible returned item's purchase value, excluding any non-refundable original delivery charges.

The validity period, expiry date and redemption conditions for store credit will be confirmed individually before your return is approved. These details will also be provided when your store credit is issued.

Where a refund, replacement or other remedy is required under Australian Consumer Law, store credit will not be imposed in place of your statutory entitlement.

GIFTS

If an item was purchased as a gift and delivered directly to the recipient, an eligible change-of-mind return may be exchanged or issued as store credit for the item's purchase value.

If the order was not identified as a gift, we may need to contact the original purchaser to confirm the purchase and arrange the return.

RETURN SHIPPING & FREIGHT

Please contact us before returning an item so we can confirm the most suitable arrangements.

For change-of-mind returns, customers are responsible for return postage and ensuring items are securely packaged. We recommend using a tracked delivery service, particularly for fragile or valuable pieces.

Some fragile, bulky or oversized homewares may require additional protective packaging or specialist freight. Any applicable costs for discretionary returns will be discussed with you before proceeding.

For further information about our delivery arrangements, please refer to our Shipping & Delivery Policy.

RETURN ADDRESS

For approved postal returns, please use:

Farmgate & Twine Returns
67 Tumut Street
Adelong NSW 2729
Australia

Please contact us before dispatching your return, as some items may require alternative freight or collection arrangements.

REFUNDS

Where a refund is approved or required, we will process it as promptly as practical, generally using the original payment method unless otherwise agreed and permitted by law.

Once processed, please allow additional time for your bank or payment provider to complete the transaction.

Where Australian Consumer Law requires a refund, any applicable original delivery charges and reasonable return costs will also be refunded as required by law.

If you have not received an approved refund, please contact us at info@farmgateandtwine.com.au so we can assist.

INTERNATIONAL RETURNS

We welcome international customers and understand that overseas returns may require additional arrangements.

For international change-of-mind returns, our standard eligibility conditions apply. Return freight and any applicable customs or clearance charges are generally the responsibility of the customer.

If an international purchase arrives damaged, faulty or incorrect, please contact us before arranging return shipping so we can discuss the appropriate remedy and freight arrangements.

Your rights under applicable consumer laws, including Australian Consumer Law where it applies, remain unchanged.

CONTACT US

For assistance with a return, exchange or refund, please email:

info@farmgateandtwine.com.au

Please include your order number and a brief description of your enquiry so we can assist you as efficiently as possible.

We value every purchase and aim to resolve concerns with care, fairness and consideration.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under Australian Consumer Law.