Refund Policy

Last updated: August 2026

Second Home Eltham wants customers to be satisfied with the food, beverages and services they receive from us.

This Refund Policy applies to dine-in purchases and orders made for pickup or delivery.

Australian Consumer Law

Our food, beverages and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a refund, replacement, re-supply or another appropriate remedy where a product or service:

is faulty, unsafe or not of acceptable quality;
is substantially different from its description;
is not fit for a disclosed purpose;
was not supplied with reasonable care and skill; or
otherwise fails to meet an applicable consumer guarantee.

Nothing in this policy limits those rights.

Dine-In Purchases

Please tell a staff member as soon as possible if there is a problem with an item served at our venue.

Where appropriate, we may replace the item, prepare it again, offer an alternative, remove it from the bill or provide another remedy.

We may be unable to assess a complaint properly if most or all of an item has been consumed before the issue is raised.

Pickup Orders

Please contact us promptly if an order:

contains an incorrect item;
is missing an item;
is unsafe or unsuitable to consume;
is materially different from what was ordered; or
otherwise does not meet an applicable consumer guarantee.

Please retain the item where safe to do so. We may ask for:

your name and contact details;
the order number;
proof of purchase;
a description of the problem; and
a photograph where this will help us assess the issue.

We recommend reporting problems within 24 hours because food is perishable. This does not remove any rights you may have under the Australian Consumer Law.

Depending on the circumstances, we may offer a replacement, re-supply, partial refund, full refund or another appropriate remedy.

Change of Mind

We are not generally required to provide a refund where you:

change your mind;
order the wrong item;
do not enjoy an item where there is no fault or quality issue;
fail to collect an order within a reasonable time;
provide an incorrect delivery address or contact information; or
are unavailable to receive a delivery.

We may offer a replacement, credit or refund at our discretion.

Order Cancellations

Please contact us immediately if you need to cancel an order.

Where preparation has not begun, we may cancel the order and provide a refund.

Once an order has been accepted and preparation has begun, a change-of-mind cancellation or refund may not be available because the food is prepared specifically for that order.

This does not affect your rights where we have failed to supply the order as agreed.

Unavailable Items

If an ordered item is unavailable, we may contact you to offer a suitable substitution.

You may decline the substitution and receive a refund for the unavailable item. We will not knowingly substitute an item where an allergy or dietary requirement has been identified without first seeking approval.

Booking Deposits and Prepaid Events

Any cancellation terms applying to a booking deposit, prepaid menu, function or special event will be disclosed when the booking is made.

Where we cancel a prepaid booking or event and cannot provide the agreed service, we will provide a refund or another remedy as required by law.

We require 48 hours notice for 'Experience' cancellations and 5 working days for cancelled events.

Processing Refunds

Approved refunds will generally be returned through the original payment method.

Processing times may vary according to the bank, card provider or payment platform. Transaction and delivery charges will be refunded where required by law or otherwise agreed.

Contacting Us

To request a refund or discuss a problem with an order, contact:

Second Home Eltham
21 Brougham Street
Eltham VIC 3095
Phone: (03) 9439 5362
Email: info@secondhomeeltham.com.au

Please include your order or booking details and a clear description of the issue.