Refund policy
At Hunter Natural we sell fresh, perishable food — grass-fed beef and lamb, hand-cut to order at our own Morpeth Butchery, and pastured eggs. For food-safety reasons we handle returns and refunds a little differently to a non-food product. Please read this before you order.
Why we can't accept change-of-mind returns on food
Once meat or eggs have left our care, we have no way of knowing how they've been stored or kept at temperature. For the safety of all our customers we therefore cannot take food back, re-sell it, or refund a change of mind — so please choose your order carefully. Your whole, half or quarter beast is also hand-selected and custom-cut specifically for you, which means it can't be cancelled or changed once we have begun processing.
If something isn't right, tell us quickly
We stand behind everything we sell. Because food problems need to be assessed while the product is fresh, please check your order as soon as you receive it and contact us promptly:
- Damage, leaks, missing or incorrect items, or anything you're concerned about on arrival — within 24 hours of pickup or delivery.
- A quality issue that only shows once opened — as soon as it appears, and within a week of receiving your order.
A photo of the problem (and of the label and packaging) helps us sort it out quickly. Please don't dispose of the product until we've spoken. Email contact@hunternatural.com.au or call 0409 009 489.
How we'll make it right
Where there is a genuine fault — product that is damaged, not as described, or not of the quality you should expect from us — we'll make it right with a replacement, a credit, or a refund of the affected portion, whichever suits best. For food-safety reasons we generally don't ask you to return perishable food; once we've assessed the issue (a photo is usually enough) it's safest to dispose of it.
Keeping your food safe once it's yours
Meat and eggs are temperature-sensitive. Please refrigerate or freeze your order promptly on receipt — don't leave it sitting in a warm car. Raw meat that has fully thawed should not be re-frozen: it's perfectly safe to cook from thawed, but re-freezing raw thawed meat affects both safety and quality. We're unable to offer a remedy for product that has been left out of refrigeration or otherwise mishandled after it has left our care. See our Delivery & Pickup information for handling tips.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded — you're entitled to a replacement or refund for a major failure, and to a remedy if goods are not of acceptable quality.
Get in touch
Email contact@hunternatural.com.au or call 0409 009 489. We're a family business and we'd always rather hear from you and sort things out personally.