Return & Refund Policy

We want you happy with every order. Here is how returns and refunds work, and the rights you always have under the Australian Consumer Law.

Your consumer guarantees

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss. You are also entitled to a remedy if a product is not of acceptable quality and the failure is not major. Nothing in this policy takes those rights away.

Change of mind on food

For food safety and hygiene reasons, we cannot accept returns or give refunds on beef or other food products simply because you have changed your mind. Please order with that in mind.

If something is wrong with your beef

If your beef arrives in poor condition, is not of acceptable quality, or is incorrect, contact us as soon as you can and within 48 hours of delivery or collection. To help us put it right quickly:

• Email sales@eskbeef.com.au with your order number.
• Describe the issue and include a clear photo of the product and its packaging.
• Hold on to the product if you can, and do not throw it out until we have responded.

Where there is a genuine quality or fulfilment issue, we will replace the product on your next delivery or refund it, your choice, in line with the Australian Consumer Law. We may decline a claim where the problem was caused by storage or handling after a successful delivery.

Merch and non-food items

Merchandise such as aprons, caps and mugs can be returned in unused, original condition within 30 days for a refund or exchange. Return postage is at your expense unless the item is faulty.

How refunds are paid

Approved refunds go back to your original payment method. Once we process a refund, it can take a few business days to appear, depending on your bank or card provider.

Bought in store

Esk Beef bought on the shelf at Esk IGA or IGA Everyday Toogoolawah is a sale between you and that retailer, under their refund process. Bring in-store purchases back to that store. This policy covers orders placed through our website.