Refund policy

Returns & Refunds Policy

Lost River Butchers

Our commitment

We take pride in the quality of our meat. Every order is prepared fresh by our butchers and packed to arrive in perfect condition. If something isn't right, we'll make it right.

Your rights under 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 replaced or refunded if the goods fail to be of acceptable quality where the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law.

Faulty, spoiled, or incorrect items

If your order arrives damaged, spoiled, past its use-by date, or an item is missing or incorrect, please contact us within 48 hours of delivery or pickup:

Email: website@lostriverbutchers.com.au
Phone: (02) 6248 7007

Please include your order number and, where possible, a photo of the item and packaging. Because our products are perishable, we don't ask you to return them — please don't consume any product you believe is spoiled, and dispose of it safely if we ask you to.

Where a product has a major problem, you may choose a full refund or a replacement. For minor problems, we will offer a replacement, store credit, or refund at our discretion, consistent with your rights under the Australian Consumer Law.

Change of mind

Because our products are fresh and perishable, we are unable to accept returns or offer refunds for change of mind, incorrect ordering, or over-ordering once your order has been prepared. Please choose carefully and check your order confirmation. If you need to change an order before it's prepared, call us as soon as possible and we'll do our best to help.

Delivery issues

Our deliveries are packed in insulated packaging to keep your order cold in transit. Please ensure someone is available to receive your delivery, or that a safe, shaded place is available. We cannot offer refunds where a product spoils because a delivery was left uncollected after being delivered as instructed. If your delivery hasn't arrived when expected, contact us right away.