Refund Policy

Last updated: November 2026. Every jar comes from one batch that we know inside out, and if something goes wrong with your order we’ll put it right quickly. Here’s exactly how.

Your rights come first

Our honey comes with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. Nothing in this policy limits those rights; it explains how we handle things in practice, and in some cases we go further.

Arrived broken or leaking

Email us a photo of the jar, the packaging and the shipping label. Within 48 hours of delivery is ideal because it lets us claim with AusPost, but tell us whenever you notice.
We send a replacement at our cost, or refund you in full if you prefer. There’s no need to post the broken jar back.
Please don’t eat from a cracked or chipped jar; glass fragments can be hard to see.

A problem with the honey itself

If your honey isn’t what we described, or has a genuine quality problem, contact us, whether the jar is opened or not. Include your order reference, the batch number on the label, and a photo if you can.
Once we’ve confirmed the problem, you choose: a full refund, a replacement jar, or store credit worth 110% of what you paid, sent as a single-use code.
We may ask for the jar back so our lab can check it. If so, we send a prepaid satchel; you never pay to return a faulty product.

What isn’t a fault

Crystallisation. Raw honey naturally thickens and turns opaque over time. Stand the jar in warm water (below 40°C) and it returns to a slow ribbon.
Natural variation. Colour, aroma and texture can vary slightly from jar to jar within a raw, unblended batch.
Problems caused after delivery, for example honey heated above 40°C, stored open, or contaminated by water or food in use.

Changed your mind

Honey is a food, so we can’t accept opened jars back if you simply change your mind.
Unopened jars with the seal intact can be returned within 14 days of delivery for a refund of the jar price. Return postage is at your cost, and the original shipping charge isn’t refunded.

Lost, late or wrong items

If tracking stalls or your parcel hasn’t arrived within a reasonable time, tell us. We chase AusPost for you and, if it’s lost, send a replacement or a full refund, your choice.
If we’ve sent the wrong jar size or something is missing, we send what you ordered at our cost. Keep the wrong jar; we won’t ask for it back.

How to ask, and how long it takes

Email hello@muntahasidr.com with your order reference (on your confirmation page and Stripe receipt). We reply within 2 business days.
Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to show it.
Where the fault is ours, we also refund the shipping you paid on the affected order.