Returns policy

This Policy governs your returns for Goods purchased from us. Capitalised terms found in this Policy have the same definition as given in our Terms of Use. This Policy is in addition to your rights under the Australian Consumer Law contained in clause 1. Please read the following carefully.

  1. Consumer Guarantees
    • Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified
  2. Change of mind returns
    • Unfortunately, if you purchase Goods from us, and you wish to return them because you have changed your mind about the purchase, we are unable to offer you a return.
  3. Faulty Goods Returns
    • We will accept a return and provide you with a refund or replacement where:
      • the Goods are either:
        • faulty or not of acceptable quality; or
        • not fit for their intended purpose as outlined in the product description; or
        • do not match the sample or our description; and
      • you can present to us your receipt or other adequate proof of purchase; and
      • the Goods are returned to us in accordance with clause 4; and
      • the Goods are assessed by us as being faulty in accordance with clause 5.
  1. How to return Goods
    • To return Goods you must contact us at, or alternatively visit our store, and provide information regarding your Goods and the fault within the following timeframes:
      • Produce and Perishable Goods: Due to food safety concerns, the perishable nature and product integrity from temperature control, Produce and Perishable Goods must be inspected at the time of delivery and you must contact us within 24 hours of delivery if there is a fault.
      • Frozen and Dry Goods: Within 48 hours of delivery if there is a fault.
      • All other Goods: Within 7 days of delivery.
    • You must do all that is reasonable to prevent the Goods from becoming faulty or mitigate any further harm or damage. Goods must be stored in a manner that does not cause any further harm or damage to the Goods. If the Goods are required to be chilled they must be stored between 0c and 5c and frozen Goods must be stored appropriately at -18c or less. Goods (whether faulty or not) must be stored and handled in the same manner as if they had no fault.
    • We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the manufacturer or third party service providers).
    • Once we have received your information we will provide you with a Return Authority Number and further instructions on how to send the Goods back to us. Please note that we reserve the right to assess the Goods before provided a replacement or refund in accordance with clause 5.
    • Goods may be returned in-store. If they are not returned in-store, then in sending the Goods back to us:
      • ensure the Goods are packaged and stored in a way that will not cause any further harm or damage to the Goods. If Goods are required to be chilled or frozen they must be transported in a way that keeps their quality current. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods. Certain Goods will require certain levels of safekeeping. If you are unsure, please contact our staff today;
      • ensure that the Goods are packaged and delivered with registered post (or a similar service). We will not be responsible for any Goods lost in the post;
      • any costs in sending the Goods back to us must be borne by you; and
      • you must return the Goods in the way as instructed by us or we will be unable to process your return and your Goods may be forfeited.
    • Once the Goods are returned to us we reserve the right to assess the condition and age of the Goods before providing a replacement or refund. If the Goods have been damaged through abnormal use, or you fail to take reasonable steps to prevent the Goods from becoming faulty we cannot offer a refund or replacement.
    • Certain Goods may require more detailed assessment. In these circumstances, depending on the Goods, please be aware that it may take up to 6 weeks to complete this process.
    • If there is a minor or major fault, you may choose to receive a refund or replacement, which we will allocate at our discretion.
    • In the event that we do not find a fault in the Goods, the replacement or refund will be refused, and the Goods will be returned to you at your cost.
    • In the event that you fail to comply with any of your obligations set out under this Policy, including in respect of the return of Goods, we reserve the right to refuse to provide you with a replacement or refund of the Goods in our discretion (acting reasonably).
    • Any refunds provided under this Policy will be issued to the same credit card(s) used for purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.
    • If you have any questions about this Policy please contact us by using our contact details on the website.