Return policy summary

Faulty, damaged or incorrect products

We carefully prepare and pack every order. Please contact us if your order arrives damaged, faulty, unsafe, materially different from its description or contains the wrong product.

Please notify us as soon as reasonably possible so we can investigate the issue promptly. This request does not impose a fixed reporting deadline and does not limit your rights under Australian Consumer Law.

Depending on the nature of the issue and your legal rights, an appropriate remedy may include a replacement, refund, repair where applicable or another suitable solution.

What to include in your request

1. Email ash@secrethoney.com.au with your name and order number.
2. Briefly explain the issue and include clear photographs where relevant, especially for damaged packaging or an incorrect product.
3. Keep the product, packaging and postage label until we confirm the next step.
4. Wait for return instructions before posting anything back to us.

Major and minor product problems

Where a product has a major problem under Australian Consumer Law, you may be entitled to choose a refund or replacement. For a minor problem, we may first provide an appropriate remedy within a reasonable time.

Change-of-mind returns

In addition to your legal rights, we accept eligible change-of-mind returns when you contact us within 14 days of delivery and the product is:

• unused, unopened and in its original condition;
• still sealed in its original packaging;
• complete, undamaged and suitable for resale; and
• accompanied by acceptable proof of purchase.

Please contact us before mailing the product so we can confirm the return instructions and address. Returns that do not meet the conditions above may be refused.

Exchanges

We do not offer change-of-mind exchanges. If an eligible product is returned and approved, we will issue a refund and you may place a new order for the preferred item.

This does not affect any right to a replacement or another remedy for a faulty product under Australian Consumer Law.

Products excluded from change-of-mind returns

For food safety, hygiene and product-integrity reasons, we cannot accept change-of-mind returns for:

• opened or unsealed honey and other food products;
• opened, used or unsealed skincare, tallow cream, balm, lip-care or cosmetic products;
• personalised, custom-made or specially prepared products;
• gift cards or digital products;
• products specifically marked as final sale, unless a remedy is required by law; or
• products damaged after delivery through misuse, improper storage, neglect or failure to follow supplied directions.

These exclusions apply only to change-of-mind requests. They do not remove your rights where a product is faulty or otherwise fails to meet a consumer guarantee.

Return method and postage

• Returns are accepted by mail after you contact us and receive return instructions.
• For approved change-of-mind returns, the customer is responsible for purchasing and paying for the return postage label. The original delivery charge is generally not refundable.
• If a product is confirmed to be faulty, damaged or incorrect, we will provide or reimburse reasonable return postage where required.
• We recommend using tracked postage. We cannot process a return that does not reach us.
• Our return address will be supplied after your request is accepted.

Restocking fees

We do not charge a restocking fee for approved returns.

Refund processing

Once an approved return is received and inspected, we will email you with the outcome. Approved refunds are issued to the original payment method unless otherwise agreed or required by law.

We process approved refunds within 5 business days after receiving and inspecting the returned product. Your bank or payment provider may require additional time before the refund appears in your account.

Order cancellations

Contact us immediately if you need to cancel or change an order. We will try to help, but an order cannot usually be changed or cancelled after it has been packed, processed or dispatched.

Secret Honey currently ships within Australia using Australia Post and, where appropriate, other trusted delivery providers.

Order processing

Orders are generally prepared and dispatched within 1–2 business days, excluding weekends and public holidays.

Processing may take longer during promotions, public-holiday periods, extreme weather, high-demand periods or circumstances outside our reasonable control. Delivery estimates begin after dispatch, not on the date the order is placed.

Domestic shipping rates

Shipping prices and options displayed at checkout take priority if they differ from the information above. Delivery times are estimates, not guarantees, and remote locations may require additional time.

Tracking

Tracked orders receive a dispatch confirmation containing tracking information. Tracking updates can sometimes take a short time to appear after the parcel is lodged.

Delivery delays

Postal delays can occur due to weather, seasonal demand, transport interruptions, natural disasters, public holidays or carrier operations. Although these events may be outside our direct control, we will provide reasonable assistance if a parcel is significantly delayed.

Correct delivery address

Customers are responsible for checking that the name, address, postcode, apartment or unit number, email address and phone number supplied at checkout are complete and accurate.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after an order enters processing.

Returned-to-sender parcels

If a parcel is returned because an address was incorrect, incomplete, refused, unclaimed or otherwise undeliverable, we will contact you after it is returned to us.

Additional postage may be required before resending the parcel. If you instead request a refund, actual shipping and return-to-sender costs may be deducted where permitted, provided the products return safely and remain eligible for return.

Missing parcels

If tracking shows that a parcel was delivered but you cannot locate it, please:

• check entrances, letterboxes and safe delivery locations;
• ask other household members, neighbours or building management;
• review any photograph or delivery note supplied by the carrier;
• contact Australia Post using the tracking number; and
• contact us promptly if the parcel remains missing so we can assist.

Products damaged during delivery

Photograph the parcel, shipping label, protective packaging and affected products before discarding anything. Contact us as soon as possible so we can assess the issue and, where appropriate, raise an enquiry with the carrier.

Biosecurity restrictions

International shipping

We currently ship within Australia only. International orders are not presently available through our online store.

Secret Honey respects your privacy and aims to handle personal information openly, carefully and consistently with applicable Australian privacy requirements.

In this section, “personal information” means information or an opinion about an identified individual or an individual who is reasonably identifiable.

Information we may collect

Depending on how you interact with us, we may collect:

• your name, email address and telephone number;
• billing, shipping and delivery information;
• order history, products purchased and transaction details;
• payment-related information processed through our secure payment providers;
• account information and saved preferences;
• customer-service enquiries, messages, reviews and feedback;
• marketing preferences and communication history;
• IP address, browser, device, approximate location and website usage information;
• cookie, analytics and advertising interaction information; and
• information reasonably necessary to prevent fraud, protect our store or comply with legal obligations.

How information is collected

We may collect information:

• directly from you when you order, contact us or create an account;
• automatically when you browse or interact with our website, including through cookies and similar technologies;
• through Shopify, payment providers, delivery providers and applications used to operate our store;
• through social-media platforms when you communicate with us or interact with our content; and
• from fraud-prevention, analytics, advertising or customer-support service providers.

Why we use personal information

We may use personal information to:

• process payments and fulfil, deliver and manage orders;
• send order confirmations, tracking and service communications;
• provide customer support and respond to enquiries;
• administer returns, refunds, disputes and product issues;
• maintain customer accounts and preferences;
• detect, investigate and prevent fraud or misuse;
• operate, secure, analyse and improve our website and services;
• understand store performance and improve our products, content and customer experience;
• send marketing where we have permission or another lawful basis to do so;
• display and measure advertising where permitted;
• comply with tax, accounting, regulatory and legal requirements;
• establish, exercise or defend legal claims; and
• protect our customers, business, property and legal rights.

Shopify and service providers

Our online store is hosted by Shopify. Shopify processes customer information to provide ecommerce, checkout, security, fraud detection, analytics and related services.

You can learn more about Shopify’s handling of customer information in the Shopify Consumer Privacy Policy .

We may disclose information to service providers where reasonably necessary to operate our business, including:

• Shopify and ecommerce applications;
• payment processors and financial institutions;
• Australia Post and other delivery providers;
• email, SMS and customer-communication providers;
• website hosting, security and fraud-prevention providers;
• analytics and advertising providers, such as Google or Meta, where those services are enabled;
• accountants, insurers, professional advisers and contractors;
• government authorities, regulators or law-enforcement bodies where required or permitted by law; and
• a purchaser or adviser involved in a genuine sale, restructure or transfer of our business, subject to appropriate confidentiality.

We do not sell customer contact lists for money. We only disclose personal information as described in this policy, as authorised by you or as required or permitted by law.

Cookies and similar technologies

Cookies are small data files stored on a browser or device. Our store and its service providers may use cookies, pixels, tags and similar technologies to:

• keep the website and checkout functioning;
• remember cart contents and preferences;
• protect the website and prevent fraudulent activity;
• understand traffic and website performance;
• measure marketing and advertising results; and
• personalise content or advertising where permitted and enabled.

Where a cookie-consent tool is available, you can use it to manage non-essential cookies. You can also adjust browser settings to block or delete cookies, although some store functions may not work correctly as a result.

Marketing communications

We may send promotional email or SMS communications when you have consented or when otherwise permitted by law. Marketing messages will identify the sender and provide a way to unsubscribe.

You can unsubscribe at any time using the link or instructions in the message or by contacting us. Unsubscribing from marketing does not prevent necessary service messages relating to an existing order, transaction or customer-service request.

Overseas processing

Some of our technology and service providers operate outside Australia. Personal information may therefore be processed or stored overseas, including in Canada, the United States and other countries where Shopify or our other service providers operate.

Privacy and data-protection laws in those countries may differ from Australian law. We take reasonable steps appropriate to our business and the circumstances when selecting and using service providers.

Information security

We use reasonable administrative, technical and organisational measures intended to protect information from misuse, interference, loss and unauthorised access, modification or disclosure.

However, no internet transmission, electronic storage method or payment system can be guaranteed to be completely secure.

Retention

We retain personal information only for as long as reasonably needed for the purposes described in this policy, including order fulfilment, support, fraud prevention, accounting, taxation, dispute resolution and legal compliance.

Information may then be deleted, anonymised or securely retained where required by law or reasonably necessary to protect legal interests.

Access and correction

You may contact us to request access to personal information we hold about you or to ask that inaccurate information be corrected.

We may need to verify your identity before acting on a request. In limited circumstances, applicable law may allow or require us to refuse access, in which case we will explain the reason where legally permitted.

Privacy complaints

To make a privacy enquiry or complaint, email ash@secrethoney.com.au . Please explain your concern and provide enough information for us to investigate it.

We will acknowledge and consider privacy complaints within a reasonable period. If you remain dissatisfied, you may be entitled to contact the Office of the Australian Information Commissioner or another relevant regulator.

Changes to this privacy policy

We may update this policy when our business practices, service providers, technologies or legal obligations change. The current version and its updated date will be published on this page.

Agreement to these terms

By accessing our website, submitting an order or purchasing from Secret Honey, you agree to these Terms of Service and the policies referenced on this page.

You must have legal capacity to enter into a purchase agreement. If you are under the legal age of majority, you must use the store with the involvement and permission of a parent or legal guardian.

Australian Consumer Law

Our products and services come with consumer guarantees that cannot be excluded under Australian Consumer Law. Nothing in these terms is intended to exclude, restrict or modify any non-excludable legal right or remedy.

Product information

We aim to describe and display products accurately. However, colours, scents, textures, dimensions and appearance may vary slightly due to:

• the natural ingredients used;
• small-batch preparation;
• seasonal or harvest variation;
• temperature and storage conditions;
• packaging updates; and
• differences between screens and devices.

Natural variation by itself does not necessarily indicate that a product is faulty. If a product appears unsafe, contaminated, materially different from its description or otherwise faulty, stop using it and contact us.

Prices and payment

• Prices are displayed in Australian dollars unless stated otherwise.
• Shipping costs, discounts and applicable taxes are calculated or displayed at checkout.
• Payment must be made using an accepted payment method displayed at checkout.
• You authorise our payment providers to process the amount shown when you submit an order.
• Prices, promotions and product availability may change without advance notice.

If a clear pricing, discount, stock or technical error occurs, we may contact you to correct the order or cancel and refund it before fulfilment, subject to applicable law.

Orders and acceptance

Submitting an order does not guarantee acceptance. We may decline or cancel an order before dispatch where reasonably necessary, including because:

• a product is unavailable;
• payment could not be authorised or presents a fraud risk;
• delivery information is incomplete or invalid;
• a biosecurity or legal restriction prevents delivery;
• an obvious pricing or technical error occurred;
• purchase limits were exceeded; or
• the order appears to involve misuse, resale abuse or unlawful activity.

If we cancel an order after payment has been taken, we will refund the relevant amount to the original payment method.

Stock availability and substitutions

Products are subject to availability. We will not substitute a materially different product without your agreement. Packaging may be updated without notice where the product itself remains as described.

Discounts, competitions and promotions

Promotions may be subject to additional conditions, expiry dates, product exclusions, minimum order values or usage limits.

• Discount codes must be entered before completing checkout.
• Unless stated otherwise, multiple discount offers cannot be combined.
• Discounts generally cannot be applied retrospectively after an order is completed.
• We may cancel or refuse misuse of a promotion, fraudulent referrals or unauthorised code distribution.
• Promotional conditions do not limit rights available under Australian Consumer Law.

Reviews, photographs and submitted content

If you voluntarily submit a review, testimonial, photograph, video or other content, you confirm that:

• the content is genuine and based on your experience;
• you have permission to submit it;
• it does not infringe another person’s rights;
• it is not unlawful, misleading, threatening or abusive; and
• it does not contain private information belonging to another person without permission.

Where you give permission for promotional use, you grant Secret Honey a non-exclusive licence to display, reproduce and adapt the submitted content for our website, social media and marketing, subject to any agreed limitations.

Intellectual property

Unless otherwise stated, our website content—including branding, logos, product names, photographs, graphics, videos, written copy, recipes, design elements and other materials—is owned by or licensed to Secret Honey and is protected by applicable intellectual-property laws.

You may use the website for personal, lawful shopping purposes. You may not reproduce, republish, commercially exploit, scrape, modify or distribute our content without written permission, except where permitted by law.

Acceptable website use

You must not:

• use the website for unlawful or fraudulent purposes;
• attempt to gain unauthorised access to systems or customer data;
• introduce malware, harmful code or automated attacks;
• interfere with website operation or security;
• impersonate another person or provide deliberately false details;
• scrape or harvest information without permission; or
• use our website or products in a way that violates applicable law.

Third-party services and links

Our website may contain links to third-party websites, payment services, social platforms or applications. We do not control third-party services and are not responsible for their independent content, availability, security or privacy practices.

Website availability

We aim to keep the website accurate, secure and available, but we do not guarantee uninterrupted or error-free access. We may update, suspend or remove website features where reasonably necessary.

Limitation of liability

To the maximum extent permitted by law, Secret Honey is not liable for indirect, incidental, special or consequential loss arising from use of the website or products where that loss was not reasonably foreseeable or was caused by circumstances outside our reasonable control.

This limitation does not apply where liability cannot legally be excluded or limited, including rights and remedies available under Australian Consumer Law.

Governing law

These terms are governed by the laws applying in New South Wales, Australia. The parties submit to the courts and tribunals having jurisdiction in New South Wales, subject to any mandatory consumer rights relating to your place of residence.

Severability

If part of these terms is found to be invalid or unenforceable, that part will be read down or removed to the minimum extent necessary. The remaining terms will continue to apply.

Changes to these terms

We may update these terms from time to time. Changes apply from the date the updated version is published and do not retrospectively remove rights relating to an order already accepted.

Honey safety

Store honey according to the label directions and use clean, dry utensils. Natural honey may crystallise over time. Crystallisation is a normal characteristic of honey and does not by itself indicate spoilage.

Skincare and cosmetic products

• Read the full ingredient list before use.
• Do not use a product if you are allergic to an ingredient.
• External use only unless the product label clearly states otherwise.
• Avoid direct contact with eyes and broken or infected skin.
• Perform a small patch test before first use, particularly if you have sensitive skin or a history of allergies.
• Stop use if irritation, swelling, discomfort or an unexpected reaction occurs.
• Keep products out of reach of young children and pets.
• Follow storage and use instructions shown on the product label.

Medical disclaimer

Product descriptions and educational content are provided for general information only. Secret Honey skincare and cosmetic products are not intended to diagnose, treat, cure or prevent a disease or replace advice from a qualified health professional.

Seek professional medical advice if you have a diagnosed skin condition, significant allergy, are pregnant or breastfeeding and have ingredient concerns, or are uncertain whether a product is suitable for you.

Natural variation and storage

Products made with natural oils, tallow, beeswax, honey, botanical ingredients or infusions may vary slightly between batches. Changes in temperature can also affect firmness, whipping, texture or appearance.

Always follow the product label and store products securely, away from excessive heat, moisture and direct sunlight unless otherwise instructed.