ORDERS
Returns
and refunds
Returns and exchanges are accepted within 14 days of delivery, sent back by post. Faulty, damaged or wrong items are replaced or refunded in full, with return postage paid. Unopened tubs can go back for a change of mind. There is no restocking fee, and refunds are sent within 5 days. Nothing here limits your rights under the Australian Consumer Law.
- Return window
- 14 days from delivery
- Accepted
- Faulty, damaged or wrong items, and change of mind
- Condition
- Change of mind: new, unopened, seal intact
- Exchanges
- Accepted
- Return method
- By post, arranged by email first
- Return postage
- You pay on change of mind; Scoopyard pays if faulty or wrong
- Restocking fee
- None
- Refund method
- Bank transfer to your account
- Refund sent
- Within 5 days
- Faulty items
- Also covered by the Australian Consumer Law
Your rights under the Australian Consumer Law
Goods sold in Australia come with consumer guarantees that cannot be excluded. Products must be of acceptable quality, match their description, and be fit for their usual purpose. If a product has a major failure you can choose a refund or a replacement, and you can ask for compensation for any other reasonably foreseeable loss. For a minor failure that can be fixed, Scoopyard may replace the item instead. These rights apply no matter what the rest of this page says. They do not depend on keeping the packaging or returning within any window, and where this page and the law disagree, the law applies.
Damaged, faulty or wrong items
If a parcel arrives damaged, a seal is broken, the product is faulty, or the item is not what you ordered, email hello@digimessiah.com within 14 days of delivery. Include your order reference and photos of the outer carton, the tub’s seal and the batch code printed on the pack. Don’t use the product. You choose a replacement or a full refund including the original postage, and Scoopyard pays the return postage. There is no restocking fee and nothing is deducted.
Change of mind
Opened or unsealed food products can’t be resold for health and safety reasons, so a change-of-mind return only works for an unopened item with the maker’s seal intact and its outer packaging undamaged. Email hello@digimessiah.com within 14 days of delivery to arrange one. This is Scoopyard’s own goodwill offer rather than something the law requires, and it does not reduce your rights above.
Exchanges
If an item arrives faulty, damaged or simply isn’t what you ordered, you can swap it for the same product instead of taking a refund, whichever you prefer. Scoopyard covers the postage both ways, and you are never charged twice. On a change of mind, an unopened tub can be exchanged for a different product or flavour within 14 days: you pay the postage back, and any difference in price either way is settled before the replacement is sent.
Arrange a return before posting anything
Every return needs to be arranged by email first. A parcel that turns up unannounced can’t be matched to an order, which can hold up your refund, and there is no way to tell you it arrived. Email hello@digimessiah.com with your order reference and what is wrong, and you will get a reply with the return address and what to include. Returns sent without arranging them first are at your own risk.
Who pays the return postage
If the item is faulty, damaged, misdescribed or simply not what you ordered, Scoopyard pays the return postage. You are not out of pocket for a mistake at this end. If you are returning something because you changed your mind, you pay the return postage, and the original postage on the order is not refunded. The Australian Consumer Law requires the first; the second is Scoopyard’s own position.
How and when refunds are paid
Refunds are paid by bank transfer back to the account the payment came from. They are sent within 5 days of the refund being agreed, or of a returned item arriving back and being checked, whichever is later. How long the money then takes to appear is up to your bank, usually one to three business days. You get an email when the transfer is sent, so you are never left wondering.
Changing or cancelling an order
Before your payment reaches Scoopyard, an order can be cancelled by email at no cost. Nothing has been charged, so there is nothing to refund. After payment has arrived but before the parcel is dispatched, email hello@digimessiah.com and it is cancelled and refunded in full. Once a parcel has been dispatched it can’t be recalled, and the terms above apply instead. Orders are packed within 1 business day, so cancel promptly if you need to.
What can’t be returned
A product that has been opened, used, or had its seal broken can’t be returned or refunded on a change of mind, because an opened food product can’t be resold safely. The same goes for a tub stored somewhere hot, damp or in direct sun, since that affects the product whether or not it was opened. None of this applies where the item was faulty, damaged or wrong when it reached you. In that case it is covered above and by the consumer guarantees, opened or not.
If something is still not right
Email hello@digimessiah.com and say what happened. Scoopyard is one person, so there is no escalation queue and no script: you are dealing with the person who packed your order. If you are not happy with the outcome, you can contact Consumer Affairs Victoria or the ACCC, and you can do that at any point, not only after trying everything here.
To start a return, email hello@digimessiah.com with your order reference. See also shipping and delivery and terms of sale.