Refund policy
90-Day Returns
You have 90 days from the day your order arrives to request a return. That is three times the usual window, and it applies to everything in the store. No excluded items, no restocking fee.
Returns are accepted from anywhere in Australia.
Starting a Return
Email refunds@flourandwaterbaking.com with your order number and what you would like to send back. We reply with the return address and instructions, usually the same day.
Please get in touch before posting anything. Items that arrive without an approved return cannot be processed. Returns come to us in Ferny Hills QLD 4055 — the full address is in your approval email.
Condition of Returned Items
Items need to be unused, in their original packaging, and in the condition they arrived in, with tags attached where applicable. Your order confirmation email is proof of purchase, so there is no receipt to dig up.
Who Pays for Return Postage
- Change of mind: you cover the return postage.
- Faulty, damaged, or wrong item: we cover the return postage and send the correct item at our cost.
- Restocking fees: none, on any return.
Damaged, Faulty or Incorrect Items
Email refunds@flourandwaterbaking.com with your order number and a photo of the item. We handle these case by case — usually a replacement or a refund, whichever you prefer.
Live Sourdough Starters
Live and dehydrated cultures are perishable, so they cannot be returned. They are covered separately by our starter replacement guarantee instead.
If your starter arrives inactive or spoilt, tell us and we send another one at our cost. If it is not performing after a few feeds, get in touch and we will troubleshoot it with you — and if it still will not come good, we arrange a replacement with you covering the postage.
Items We Cannot Accept Back
- Live and dehydrated sourdough starters — covered by the guarantee above
- Custom and personalised items, including custom-size bannetons and special orders
- Gift cards
Cancelling an Order
If your order has not shipped yet, email or text us and we will cancel it and refund you in full. We usually dispatch within 24–48 hours, so it is worth telling us quickly.
Exchanges
The quickest route is to return the item and place a new order separately. That way the replacement ships straight away rather than waiting for the return to reach us.
Refunds
Once your return arrives we inspect it and process the refund within one business day. Refunds go back to the original payment method. Your bank or card provider may take a few more days to post it.
If a return is not approved, we tell you why and send the item back to you.
Your Rights Under Australian Consumer Law
Nothing in this policy limits your rights under 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. Our 90-day policy sits on top of those rights rather than in place of them.
Contact
Returns and refunds: refunds@flourandwaterbaking.com
Call or SMS: 0423 654 799
WSMB Pty Ltd t/a Flour and Water Baking
16 Tarawill Crescent, Ferny Hills QLD 4055, Australia
Last updated: 17 Aug 2026