Returns Policy

Returns, Refunds & Gifting Guarantee

The Country Culture Gifting Guarantee

Gift with confidence. If something isn’t right, we’ll make it right.

When you send a gift through Country Culture, you’re trusting us to represent you. We take that responsibility seriously and want every gift to arrive beautifully presented, in excellent condition and ready to make the right impression.

Every Country Culture order is backed by our Gifting Guarantee.

If your gift arrives damaged, incorrect, materially different from what was ordered, or there is another issue with your order, please contact us at info@countryculture.com.au as soon as possible.

We’ll work with you promptly to make it right. Depending on the circumstances, this may include a replacement, refund, store credit or another appropriate solution.

For damaged or incorrect deliveries, we may ask you to provide photographs or other information so we can resolve the issue as quickly as possible.

Our Gifting Guarantee is provided in addition to your rights under the Australian Consumer Law and does not limit any rights or remedies available to you under law.

Faulty, Damaged or Incorrectly Described Products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, damaged, unsafe, significantly different from its description or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement or refund, depending on the nature of the issue.

For a major problem, you may be entitled to choose between a refund or replacement. For a minor problem, Country Culture may repair, replace or otherwise remedy the issue within a reasonable period.

These rights are not limited to 14 days.

If you experience an issue, please contact us at info@countryculture.com.au with:

Your name and order number
A description of the issue
Photographs of the product or packaging where appropriate

Where a product is confirmed to have an issue covered by Australian Consumer Law, Country Culture will cover or reimburse reasonable return shipping costs where required.

Change of Mind Returns

In addition to your rights under Australian Consumer Law, Country Culture offers a 14-day change-of-mind return period.

If you change your mind, please contact us within 14 days of receiving your order.

To be eligible for a change-of-mind return, products must be:

Unused
Unopened where applicable
In their original packaging
Returned in their original, saleable condition

Once the returned goods have been received and inspected, eligible returns may receive a refund or store credit for the value of the returned products.

Original delivery charges and return shipping costs are not refundable for change-of-mind returns. The customer is responsible for the cost of returning the goods.

Personalised & Made-to-Order Products

Change-of-mind returns are not available for products that have been:

Personalised
Customised
Branded specifically for the customer
Handmade or made to order

This does not affect your rights under Australian Consumer Law if the product is faulty, damaged or otherwise fails to meet an applicable consumer guarantee.

Corporate & Business Orders

Our Gifting Guarantee also applies to corporate and business orders, subject to the terms of the individual order and any applicable consumer rights.

Because corporate gifting orders may involve personalisation, custom branding, bulk quantities or products sourced specifically for an order, change-of-mind returns may not be available for customised or made-to-order corporate purchases.

If there is an issue with a corporate order, please contact our team as soon as possible and we will work with you to find an appropriate solution.

Nothing in this policy limits any rights that a corporate or business customer may have under the Australian Consumer Law where those protections apply.

Product Substitutions

From time to time, individual products included within a hamper may become unavailable due to:

Stock availability
Seasonal changes
Supplier availability
Unexpected supply circumstances

Where necessary, Country Culture may substitute an unavailable product with a similar product of equal or greater value, while maintaining the overall quality, presentation and character of the gift.

Where practical, substitutions will be selected to complement the original hamper.

If we are unable to fulfil an order or provide an appropriate substitute, we will contact you and offer an appropriate replacement, refund, store credit or alternative solution.

Out-of-Stock Products

Very occasionally, a product may become unavailable after an order has been placed.

If we are unable to supply the ordered product or provide an appropriate substitute, Country Culture will contact you as soon as possible.

Depending on the circumstances, we may offer:

An alternative product
A replacement
Store credit
A refund

Where an order cannot be fulfilled, any applicable refund will include amounts paid for the unavailable goods and any delivery charges that are required to be refunded.

Incorrect Addresses & Returned Deliveries

Customers are responsible for providing complete and accurate delivery information when placing an order.

Please check all recipient names, addresses, business names, apartment or unit numbers, postcodes and delivery instructions carefully before submitting your order.

If an order is returned to Country Culture because:

An incorrect or incomplete address was provided
The recipient could not be located
Delivery could not be completed for reasons outside Country Culture's reasonable control

the customer may be responsible for the associated return freight costs.

If you would like the order to be resent, a $25 redelivery fee may apply to cover return and redelivery costs.

This may also apply to corporate and business orders where incorrect or incomplete delivery details have been supplied.

This does not affect any rights you may have where the delivery issue was caused by Country Culture or where applicable rights exist under Australian Consumer Law.

Refunds

Where a refund is approved, Country Culture will generally process the refund back to the original payment method used for the purchase.

Depending on how you paid, this may include a credit or debit card, PayPal, Afterpay or another supported payment provider.

Please allow reasonable processing time for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The Country Culture Gifting Guarantee and our change-of-mind policy are provided in addition to these rights.

Nothing in this Returns, Refunds & Gifting Guarantee Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available under the Australian Consumer Law that cannot legally be excluded, restricted or modified.

Contact Us

If you have any questions about your order, return, refund or our Gifting Guarantee, please contact us:

Country Culture
Email: info@countryculture.com.au

We’re here to help and will always aim to resolve any issue as quickly and fairly as possible.