Refunds and Returns Policy
Fremantle Chocolate Pty Ltd
Last updated: 8 September 2026
At Fremantle Chocolate, we take pride in handcrafting quality chocolate and confectionery products in our Bibra Lake factory. We want you to be happy with your purchase and will always work with you to resolve any genuine issues with your order.
This Refunds & Returns Policy applies to purchases made directly from Fremantle Chocolate Pty Ltd through our website, factory shop or in person with our team.
This policy does not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law (ACL).
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a refund, replacement or other remedy if a product:
is faulty or defective;
is unsafe;
is not of acceptable quality;
is significantly different from its description, image or sample;
is not fit for its intended purpose; or
does not meet other applicable consumer guarantees.
Where there is a major problem with a product, you are generally entitled to choose between a refund or replacement.
If the problem is minor, we may choose an appropriate remedy under the Australian Consumer Law.
Change of Mind
Because our chocolates, fudge, confectionery, and other products are food items, we do not offer refunds or exchanges simply because you changed your mind, ordered the wrong product, no longer need the product, or found it cheaper elsewhere.
Please check your order carefully before completing your purchase.
This change-of-mind policy does not affect your rights under the Australian Consumer Law where there is a problem with the product.
Food Safety & Returned Products
For food safety and hygiene reasons, we generally cannot accept food products back into stock once they have left our premises or have been dispatched.
However, this policy does not prevent you from requesting a refund, replacement or other remedy where a product does not meet the consumer guarantees under the Australian Consumer Law.
If you believe a product is faulty, contaminated, unsafe or otherwise unsuitable for consumption, please do not consume the product. Contact us as soon as possible so we can investigate.
Where practical, we may ask you to retain the product, packaging, batch information or photographs while we assess the issue.
Damaged or Incorrect Online Orders
We take care when preparing and packing orders. If your order arrives:
damaged;
melted or otherwise affected during delivery;
with items missing;
with an incorrect product; or
in a condition that you believe is not acceptable,
Please contact us as soon as reasonably possible.
For delivery-related issues, we recommend that you contact us within five (5) business days of receiving your order, as this timeframe helps us investigate the issue with our delivery provider and resolve the matter quickly.
This requested notification period does not limit any rights you may have under the Australian Consumer Law.
Please provide, where possible:
your name and order number;
a description of the problem; and
clear photographs of the product and its packaging.
Once we have reviewed the issue, we will arrange an appropriate remedy where required.
Chocolate & Hot Weather
Chocolate is sensitive to heat and should be stored in a cool, dry place away from direct sunlight and strong odours.
We take reasonable care when packing products for delivery. If your chocolate arrives melted, damaged or otherwise adversely affected during transport arranged by Fremantle Chocolate, please contact us promptly so we can assess the circumstances.
Furthermore, please collect delivered chocolate promptly, especially in warm weather, and avoid leaving parcels exposed to direct sunlight or heat for extended periods.
Nothing in this section limits your rights under the Australian Consumer Law.
Custom, Personalised & Made-to-Order Products
Many Fremantle Chocolate products are handmade or produced specifically for an order, including personalised chocolates, corporate gifts, wedding products, custom packaging and other special orders.
We do not provide refunds for change of mind on custom, personalised or made-to-order products.
If you wish to cancel or change a custom order, please contact us as soon as possible. We may be able to accommodate the request at our discretion, provided that production has not yet commenced.
Once we have commenced production, printing, personalisation or other work specifically relating to your order, cancellation or changes are likely impossible.
This clause does not affect your rights if the product supplied is faulty, incorrectly produced, significantly different from what was agreed or otherwise fails to meet a consumer guarantee.
Sale & Discounted Products
Products purchased on sale, promotion or at a discounted price have the same rights under the Australian Consumer Law as full-priced products.
However, if a product was discounted due to a specific fault or defect that was clearly disclosed to you before purchase, you are generally ineligible for a remedy for that particular disclosed fault.
Proof of Purchase
We may ask you to provide reasonable proof that you purchased the product from Fremantle Chocolate.
Proof of purchase may include:
a receipt;
online order confirmation;
invoice;
credit or debit card statement; or
another reasonable record of your purchase.
Products do not need to be in their original packaging for you to exercise your rights under the Australian Consumer Law.
Returning a Faulty Product
Depending on the issue, we may ask you to return the affected product for inspection.
Please contact us before returning or posting a product so we can advise you on the appropriate process.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return costs where required by law.
Refunds
If a refund is required, we will refund the amount you are entitled to under the Australian Consumer Law.
We will generally make refunds using the same payment method used for the original purchase, unless you agree to another method.
Processing times may vary depending on your bank or payment provider after we issue the refund.
Gifts
If you received a Fremantle Chocolate product as a gift and there is a genuine problem with it, please contact us.
Gift recipients may also have rights under the Australian Consumer Law. We may ask for reasonable proof that you originally purchased the product from Fremantle Chocolate.
Products Purchased From Another Retailer
If you purchased a Fremantle Chocolate product from another retailer, supermarket, gift store or other third-party seller, your purchase contract is generally with that retailer.
First, please contact the retailer from whom you purchased the product.
You are also welcome to contact us if you have a product quality or safety concern, as we take product quality seriously.
Wholesale Customers
Wholesale purchases may be subject to Fremantle Chocolate’s separate wholesale trading terms and conditions.
Nothing in those terms or in this Refunds & Returns Policy excludes, restricts or modifies any rights or remedies under the Australian Consumer Law where those rights apply.
How to Contact Us
If you have a problem with an order or would like to discuss a refund, replacement or return, please contact us:
Fremantle Chocolate Pty Ltd
Unit 20, 8 Sustainable Avenue
Bibra Lake, WA 6163
Australia
Phone: (08) 9418 1666
Email: [email protected]
When contacting us about an online order, please include your order number and details of the issue so we can assist you as quickly as possible.
Our Commitment
We handcraft our products with care and want every Fremantle Chocolate customer to enjoy them with confidence.
If something genuinely goes wrong, please contact us. We will assess the issue fairly and provide any remedy to which you are entitled under the Australian Consumer Law.
