Claims & Credits Policy

At Honest to Goodness, we take pride in the quality of our products and service — and in our commitment to sustainability. We believe that food is precious, and that every product represents the hard work of farmers, producers, and our team. We encourage thoughtful consumption and ask our customers to consider the impact of waste when submitting claims.

To ensure fairness and transparency, we’ve outlined a clear process for submitting claims.

Claim Submission Timeframe

• Claims must be submitted within 48 hours of receiving your order.
• Claims received after this period will not be accepted.
  

Storage Responsibility

• Once your order is delivered, product storage becomes your responsibility.
  
• We cannot accept claims for spoilage, damage, or quality issues resulting from storage that is out of our control, including exposure to heat, moisture, pests, or other environmental factors after delivery.

Assessment & Processing Time

• Claims may take up to 7 business days to be assessed.
• This allows our Quality Assurance team time to verify batch records and inspect product samples.
• For short shipment claims, our warehouse team may need to verify order manifests and dispatch records to confirm quantities sent.
• If your purchase was made at our Alexandria Store, you need to return to the store in person to request a credit or exchange. Online claims for in-store purchases cannot be accepted.
• If you purchased the product through a reseller or third-party retailer, you need to contact them directly to resolve your claim. Honest to Goodness cannot process claims for products not purchased directly from us.
  

What We Accept

We will review claims for:

• Damaged or compromised products affecting safety or usability.
• Incorrect items received.
• Missing items from your order.
  

What We Don’t Accept

We do not accept claims based on:

• Personal taste preferences.
  
• Opened items where there is no fault or quality issue.
• Minor cosmetic imperfections (e.g., small tears in packaging where product integrity is unaffected).
• Change of mind or ordering errors.
• Short Shelf Life claims outside of our policy, refer: What is the shelf life on your products?
  

How to Submit a Claim

To submit a claim, please complete our Returns & Credits Form at the end of this page. This form helps us assess your request efficiently and fairly.

Before submitting, please ensure:

• You are within the 48-hour claim window.
• You have clear photographs of the product and packaging where applicable
• You acknowledge that you have read our claims and credit policy
  

Terms & Conditions

All returns and credits are subject to our usual Terms & Conditions – Clause 16.

Complete our Returns & Credit Enquiry Form here