Refund Policy
Delivered by The Fresh Collective
At Delivered by The Fresh Collective, we take great pride in the quality of our food and service. This Refund Policy outlines your rights and our obligations in the event that something does not meet the standard you expect.
1. Our Quality Commitment
We guarantee that all food and catering products we deliver will:
- Be of acceptable quality — safe, fresh, and free from defects at the time of delivery
- Match the description provided on our menu or in your order confirmation
- Be delivered in line with the specifications set out in your confirmed order
2. Eligible Refund Circumstances
You may be eligible for a refund or replacement in the following circumstances:
- The food or product delivered is defective, spoiled, or not fit for consumption
- The order delivered does not match what was confirmed (incorrect items, missing
items, or significant variation from the menu description)
- The delivery was damaged in transit in a way that substantially impacts your order
Where the issue is considered minor in nature and does not substantially impact the overall order or service, a store credit may be offered as an alternative to a refund or replacement.
3. Change of Mind
We are unable to offer refunds for change of mind or incorrect choice after an order has been confirmed. If you need to make changes to your order, please refer to our Terms and Conditions regarding order amendments, which require a minimum of 48 hours notice.
4. Order Cancellations
Refunds relating to order cancellations are governed by our Terms and Conditions:
- Cancellations made more than 48 hours before the scheduled delivery will receive a 50% refund of the total order value
- Cancellations made within 48 hours of the scheduled delivery date are not eligible for a refund
Full details are outlined in our Terms and Conditions, available on our website.
5. Store Credits
In certain circumstances, we may offer a store credit in lieu of a refund. Where a store credit
is provided, the following conditions apply:
- Store credits are not redeemable for cash
- Store credits must be used within 12 months of the date of issue
- Store credits are non-transferable and cannot be passed to another person or business
- Store credits must be used in a single transaction and cannot be split across multiple orders
- Store credits can only be applied to an equivalent product or service — they cannot be applied to a materially different offering
6. How to Lodge a Refund Request
If you believe you are eligible for a refund, replacement, or store credit, please contact us within 24 hours of receiving your order.
To submit a refund request, email us at [email protected] with the following information:
- Your business or contact name
- Your order number and delivery date
- A description of the issue, including how the product failed to meet the expected standard
- Supporting photographs where applicable
Please include "Refund Request" and your business name in the subject line of your email.
Our team will review your request and respond within two business days.
7. Australian Consumer Law
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under the Australian Consumer Law. Our goods and services 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.
8. Contact Us
For any questions about this Refund Policy, please contact our team at [email protected].
