Refund policy
We want you to be satisfied with your purchase from our orchard, so we have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To start a return, please contact us via email: info@Kootingalpecancomapny.com for a replacement or credit note of the purchase price within 14 days of shipment. Please tell us your name, date of purchase, the order number, which items, how many you are returning, and the reason for the return. Items sent back to us without first requesting a return will not be accepted.
Please note:
- Original shipping charges are nonrefundable.
- All return shipping charges must be prepaid.
- Items purchased online can be exchanged at one of the farmers markets we do on a fortnightly basis in Sydney
You can always contact us for any return question at info@kootingalpecancompany.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kootingalpecancompany.com and send your item to:
Kootingal Pecan Company, PO Box 140, Kootingal, NSW, Australia 2352
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to:
Kootingal Pecan Company, PO Box 140, Kootingal, NSW, Australia 2352
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at info@kootingalpecancompany.com for questions related to refunds and returns or telephone us.