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Returns & Refunds

Last updated: 20 August 2026

At Changing Habits Farm, we take great care in preparing, packing and delivering our products. Because we sell frozen, perishable food, our returns process differs from that of a conventional retail store.

This policy applies to physical farm products sold by Memlex Pty Ltd trading as Changing Habits Regenerative Farm (ABN 20 983 608 312).

Nothing in this policy excludes or limits any rights or remedies available under the Australian Consumer Law.

Change-of-mind purchases

Due to the perishable nature of our products, we do not offer refunds, returns or exchanges if you:

  • Change your mind

  • Order the wrong product

  • No longer require your order

  • Find a similar product elsewhere

  • Do not enjoy a cut or product where there is no quality or safety issue

Please review the contents, approximate weight, delivery information and other product details carefully before placing your order.

Cancelling or changing an order

If you need to cancel or change an order, contact us as soon as possible at changinghabitsfarm@gmail.com.

We will consider requests individually, but cancellation or alteration cannot be guaranteed once your order has been confirmed, allocated, prepared or packed.

Quarter, half and whole-animal orders

Quarter, half and whole-animal orders require a deposit to reserve the animal allocation and processing.

This deposit is non-refundable if the customer changes their mind or cancels the order. If we are unable to fulfil the order, the deposit will be refunded or, with the customer’s agreement, transferred to another order.

This does not affect any rights the customer may have under the Australian Consumer Law.

Problems with your order

Please contact us if your order is:

  • Incorrect or incomplete

  • Damaged during delivery

  • Thawed or not at a safe temperature when received

  • Missing an item

  • Otherwise not of acceptable quality

Please notify us within 24 hours of receiving your order, where possible, so we can investigate promptly. This requested timeframe does not limit your rights under the Australian Consumer Law.

Email changinghabitsfarm@gmail.com and include:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs of the affected product, its label, the box and the packaging

Please retain the affected product, labels and packaging until we have assessed the matter, where it is safe and reasonable to do so. If you believe a product may be unsafe, do not consume it.

How we resolve genuine problems

Every concern will be assessed individually and fairly.

Depending on the circumstances and the requirements of the Australian Consumer Law, an appropriate remedy may include:

  • Replacing the affected product

  • Providing a partial or full refund

  • Providing store credit, where agreed with you

  • Another suitable resolution

For a major problem covered by the Australian Consumer Law, you may be entitled to choose between a replacement and a refund. Store credit will not replace a refund where you are legally entitled to one unless you agree to accept it.

Returning perishable products

For food-safety reasons, please do not return or post frozen or perishable products to us unless we specifically ask you to do so.

We may ask you to retain the product temporarily, dispose of it safely or provide further photographs or information to help us assess the issue.

This does not limit your rights under the Australian Consumer Law.

Refund processing

Once a refund has been approved, we aim to process it to the original payment method within 5–10 business days.

Your bank or payment provider may take additional time to make the funds available in your account.

Unattended deliveries

If you authorise us to leave your order in a safe place, you are responsible for bringing the box inside and placing the meat into a freezer promptly after delivery.

Our meat is delivered frozen in insulated packaging, but the length of time it remains frozen will depend on the weather, delivery location and how long it is left unattended.

We are not responsible for deterioration caused after a correctly delivered order has been left unattended or has not been refrigerated or frozen promptly. This does not apply where the problem existed before delivery or was caused by an act or omission for which we are responsible.

Incorrect addresses and delivery instructions

Customers are responsible for providing a complete and accurate delivery address, access information and safe-place instructions.

If an incorrect or incomplete address or instruction prevents delivery, the customer may be responsible for reasonable redelivery costs. Redelivery will depend on product safety and availability and cannot always be guaranteed.

Please contact us immediately if you notice an error in your delivery information.

Farm collection

Customers collecting from the farm must wait until they receive confirmation that their order is ready and attend at the agreed collection time.

Once an order has been collected, it is the customer’s responsibility to transport it appropriately and place the meat into a freezer promptly.

Please let us know in advance if another person will be collecting the order on your behalf.

Events, accommodation and experiences

This policy applies only to physical farm products.

The following are governed by the cancellation and refund conditions supplied when booking:

  • Retreats

  • Festivals

  • Workshops

  • Farm tours and experiences

  • Shed hire and private events

  • Accommodation

Please review the applicable booking terms before confirming one of these experiences.

Australian Consumer Law

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

You are not automatically entitled to a refund because you change your mind. However, you may be entitled to a remedy if a product does not meet a consumer guarantee—for example, if it is unsafe, damaged, incorrectly supplied or not of acceptable quality.

Contact us

If there is a problem with your order, please contact us as soon as possible.

Changing Habits Regenerative Farm
Memlex Pty Ltd
ABN 20 983 608 312
Email: changinghabitsfarm@gmail.com

Please include your name and order number so our small farm team can assist you as quickly as possible.