Return & Refunds

Because Sometimes Ship Happens

We want you to love every spoonful of your House of Nom goodies. If something’s not quite right, we’ll always do our best to make it right. Below is everything you need to know about returns, refunds, and replacements.

1. Our Approach

All our spreads and pantry products are made with care and quality ingredients. Due to the perishable nature of food items, we’re unable to accept returns or exchanges for change of mind or taste preference once your order has been dispatched.

But, if your order arrives damaged, incorrect, or not up to scratch, that’s on us. Keep reading.

2. Damaged, Defective, or Incorrect Items

If your order arrives in less-than-perfect condition (melted, cracked jar, missing item, or just plain weird), please email hello@houseofnom.co within 7 days of receiving your delivery.

Include:

• Your order number
  
• A brief description of the issue
  
• Clear photos of the item(s) and packaging
  

We’ll review your claim and, where appropriate, offer:

• A replacement product, or
  
• A full refund (including shipping, if applicable)
  

We may ask that you return or safely dispose of the faulty item, depending on the situation.

3. Returns Not Accepted

For hygiene and food safety reasons, we can’t accept returns for:

• Opened or used food items
  
• Products damaged after delivery
  
• Items returned without prior authorisation
  
• Sale or clearance items
  
• Gift cards
  

If you’re unsure whether your situation qualifies, reach out and we’ll help you figure it out.

4. Refunds

Once your return or issue is approved, your refund will be processed automatically to your original payment method. Please allow 3–10 business days for your bank or payment provider to complete the transaction.

We’ll notify you by email once your refund has been issued.

5. Exchanges

We don’t offer direct product exchanges. If you’d like to order something different, the best way is to place a new order once your refund or replacement is confirmed.

6. Lost or Missing Deliveries

If your parcel doesn’t show up, email hello@houseofnom.co with your order number and tracking info. We’ll liaise with our courier partners and help locate it.

Please note that once an item is marked as delivered by the carrier, responsibility for the parcel passes to the customer.

7. Incorrect or Incomplete Delivery Address

Please double-check your shipping details at checkout, especially unit numbers, building names, and contact numbers. If an incorrect or incomplete address is provided and your order is returned to us, we’re happy to resend it for a flat $12 redelivery fee (payable before dispatch).

If the order is delivered to an incorrect address provided by you, and cannot be recovered, we unfortunately cannot issue a refund or replacement, as the error lies outside our control.

If you spot a mistake before your order ships, email us at hello@houseofnom.co ASAP. If it hasn’t been dispatched, we’ll fix it for you free of charge.

7. Australian Consumer Law

Our policy operates in accordance with your rights under the Australian Consumer Law (ACL). You’re entitled to a replacement or refund if a product is faulty, damaged, or not as described. Nothing in this policy limits those rights.

8. How to Contact Us

Need help, or just want to vent about a tragic caramel spill? Email us at hello@houseofnom.co and our Sydney team will respond within one business day.