Return Policy

Returns, Refunds & Product Quality Policy

Last updated: 21/06/2026

At Lost River Butchers, we take pride in supplying high-quality fresh meat and perishable products. Due to the nature of our products, special conditions apply to returns and refunds.

Change of Mind

We do not accept returns or offer refunds for change-of-mind purchases.

This includes situations where:

  • You ordered the wrong product

  • You purchased more than required

  • You no longer want the product after delivery or collection

Because our products are perishable food items, once they have left our control they cannot be resold or returned.

Product Quality Guarantee

We take reasonable care to ensure all products are:

  • Fresh at the time of dispatch or collection

  • Properly stored and handled before delivery

  • Suitable for consumption within the stated shelf life, provided they are stored correctly after receipt

All products should be:

  • Refrigerated or frozen promptly after delivery or collection

  • Consumed or frozen before the product’s use-by / best-before date

  • Handled according to safe food practices

Once a product has exceeded its stated shelf life, we cannot accept claims relating to spoilage or freshness.

We cannot accept quality claims where products were left unattended after delivery, not refrigerated promptly, or stored contrary to safe food handling guidelines.

Reporting Spoilage or Product Issues

If you believe a product is spoiled, damaged, or not of acceptable quality, you must contact us within 2 days (48 hours) of delivery or collection.

Please provide:

  • Your order number or proof of purchase

  • A description of the issue

  • Photos of the product, packaging, and labels where possible

Photos greatly assist us in assessing the issue and resolving your claim quickly.

Claims made after 48 hours may be declined unless required under applicable law.

Refunds or Replacements

Where we determine a product:

  • Was spoiled at delivery, or

  • Was not of acceptable quality, or

  • Did not match the product ordered

We may, at our discretion:

  • Replace the product, or

  • Issue a full or partial refund, or

  • Provide store credit

Refunds will be processed using the original payment method unless otherwise agreed.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under 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.

This policy does not limit any rights you may have under Australian law.

Contact Us

To report an issue, contact us as soon as possible:

Lost River Butchers
Email: returns@lostriverbutchers.com.au
Phone: (02) 2624 8700
Website: https://lostriverbutchers.com.au/