Refund policy

Returns & Refund Policy

At Broth of Life, we take great pride in the quality of our products. As our goods are food items, we have strict guidelines around returns and refunds to ensure safety, integrity, and fairness for everyone.

Please read the following carefully before placing your order.

Order Cancellations (Before Dispatch)

If you need to cancel an order after payment has been processed but before it has been dispatched, please contact us as soon as possible at sales@brothoflife.com.au.

If the order can be cancelled in time, a refund will be issued less any non-refundable payment processing fees charged by our payment providers (such as Shopify Payments, PayPal, or Stripe).
These fees are not returned to us and therefore cannot be refunded.

Subscriptions

Subscriptions can be managed, paused, or cancelled at any time via your customer account portal.

  • If a subscription is cancelled before payment is processed, no charge will occur.
  • If a subscription payment has already been processed, any refund will be issued less non-refundable payment processing fees.

Once a subscription order has been packed or dispatched, it is treated as a fulfilled order and cannot be cancelled.

Change of Mind Returns

Due to the nature of our products:

  • We do not accept returns for opened or used food products.
  • Unopened items may be returned within 7 days of delivery, subject to approval.
  • Return shipping costs are the responsibility of the customer.

Returned items must be:

  • Unopened
  • Unused
  • In original condition and packaging

Refunds for approved change-of-mind returns will be processed once the items are received and inspected, and will be issued less any non-refundable payment processing fees.

Faulty or Damaged Goods

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible (ideally within 48 hours of delivery) with your order number and photos of the issue.

Where there is a major problem, you can choose a replacement or a full refund, including shipping costs. No processing fees are deducated.

Refund Processing

  • Refunds are issued to the original payment method used at checkout.
  • Please allow 3–5 business days for the refund to appear, depending on your bank or payment provider.
  • Any non-refundable payment processing fees charged by third-party providers will be deducted from the refund amount unless the refund is due to our error.

Non-Refundable Fees

Payment processing fees charged by third-party providers (such as Shopify Payments, PayPal and Stripe) are not returned to Broth of Life. These fees are deducted from refunds for change-of-mind returns and customer-requested cancellations only. They are never deducted where the refund is due to a faulty, damaged or incorrect product, or our error.

Contact Us

If you have any questions about returns, refunds, or cancellations, please contact us at: 📧 sales@brothoflife.com.au