Returns and Refunds Policy
Bill’s Farm is committed to providing you with high-quality delicatessen produce. However, we do understand customers may sometimes require a refund. This policy sets out circumstances in which we may, in our absolute discretion, provide a refund.
Returning a Product
We will gladly replace or refund products that have been damaged, spoiled have their packaging seal opened or broken. We will also refund products which have been incorrectly received. For all returns and replacement enquiries, please contact email@example.com or visit Shop 17-20, Dairy Hall at Queen Victoria Market within 24 hours of receiving/purchasing your product(s). Bill’s Farm cannot issue refunds to customers who may change their mind or have made an incorrect product choice. We cannot refund product that has already been opened.
Returned items must be returned in the same condition in which they were bought including the sealed packaging.
We are unable to accept returns on the following:
Products that have been held for more than 7 days from purchase or receipt
Products that has been removed from its original sealed packaging
Product that has been cooked, cut or partially consumed by the customer
Additional Returns Details
For all returns, please contact firstname.lastname@example.org within seven days of receipt. Due to the nature of our business, an exact replacement may not always be possible, but we will replace the product with another product of the same value.
Online or Shop Orders Policy
To check on the status of your order, please email us at email@example.com and we will respond as soon as possible.
Changes and cancellation to orders are accepted until 1 week prior to your collection date. No refunds will be provided for orders that are cancelled within less than 24hrs notice. All cancellation refunds may be subject to a 10% administrative fee. Bill’s Farm may retain 10% of the total order price to cover costs incurred to initiate your order.
In the event that no one is available to collect your order, Bill's Farm will retain 50% of the total order.
Delivery distance is calculated by Google Maps most direct driving route (not aerial distance) from the Queen Victoria Market to your delivery address. We charge a flat $10 delivery fee if you are within 20km or $20 between 20-30km or $30 between 30-40km. We do not deliver beyond 40km unless this negotiated before placimng your order. Please send us an email or message to inquire about a a special delivery arrangement. We will try to deliver on the day you request and the approximate time but cannot guarantee a specific time. If there is no one home at the delivery address we will attempt to make contact with the recipient or sender. If there is somewhere safe to leave the delivery we will do so. If we cannot deliver we will bring the goods back to the Queen Vic Market for the recipient to pick up or we can arrange another delivery at additional cost.
We deliver to Geelong CBD and surrounding suburbs for a flat $10 fee. Bellarine Peninsula and Surf Coast will be $25.
Choose your delivery distance/amount at checkout. If an amount is not chosen or the distance is incorrectly calculated we reserve the right to recharge your credit card used for payment for the correct amount.
All orders must be collected at Shop 17-20, Dairy Hall at Queen Victoria Market within the following times or otherwise agreed upon:
Tuesday: 7am – 2.00pm
Thursday: 7am – 2.00pm
Friday: 7am – 4pm
Saturday: 7am – 2pm
Sunday: 9am – 3pm
When purchasing from Bill’s Farm, card details are transmitted through a secure server. Card data is not hosted by Bill’s Farm after processing.
What personal information do we collect from the people that visit our website or online order form?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you place an order, fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, or use certain other site features in the following ways:
To personalise user’s experience and to allow us to deliver the type of content and product offerings in which you are most interested.
To improve our website in order to better serve you.
To allow us to better service you in responding to your customer service requests.
To administer a contest, promotion, survey or other site feature.
To quickly process your transactions.
To send periodic emails regarding your order or other products and services.
Do we use ‘cookies’?
Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property, or safety.
Third party links
We do not include or offer third party products or services on our website.
If there are any questions regarding our policies, you may contact us using the information below.
0408 538 606
Full Platter Pty Ltd trading as Bill’s Farm
ABN: 8262 1246 633