Refund Policy

1. Your consumer guarantee rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a product is faulty, significantly not as described, or not fit for its intended purpose, you're entitled to a repair, replacement or refund regardless of this policy.

2. Order cancellation before dispatch

You can amend or cancel your order at any time before it's dispatched for delivery or marked ready for collection, at no cost, directly from your order tracking page. Once an order has left the store, it can no longer be cancelled — see below for issues found after delivery.

3. Missing, damaged or incorrect items

If any item in your delivery is missing, damaged, incorrect, or (for fresh produce, meat or seafood) not of acceptable quality on arrival, let us know within 24 hours of delivery or collection with a photo where possible. We'll refund or replace the affected item — no need to return the rest of your order.

4. Change of mind

For shelf-stable packaged groceries and kitchenware in original, unopened condition, we accept change-of-mind returns within 7 days of delivery or collection — contact us first so we can arrange it. For food safety reasons, we cannot accept change-of-mind returns on fresh produce, meat, seafood, or any item that has left our cold chain.

5. How refunds are issued

Once a refund is approved, we'll issue it back the way you paid:

• Card payments — refunded to the original card via KPay, our payment processor. This typically appears on your statement within 5–10 business days, depending on your bank.
• Cash on delivery — refunded by bank transfer, or as store credit if you prefer.

With your agreement, a refund can instead be issued as store credit, which is applied automatically at your next checkout and can be combined with other discounts.

6. Delivery fees

Delivery fees are refunded when the whole order is cancelled or couldn't be fulfilled through our fault. For a partial refund on part of an order (e.g. one missing item), the delivery fee itself isn't refunded.

7. Membership subscriptions

Membership plan fees are billed per period and are non-refundable for the current period once billed, but you can cancel at any time to stop future billing — see our Terms & Conditions.

8. How to request a refund

Contact us with your order number, either through your order tracking page, by calling (08) 7083 8343, or via WhatsApp. We aim to respond to every refund request within 1 business day.