|This returns policy applies to COOLFOODSTUFF Pty Ltd (ABN 12 586 344 607) (“we, “our”, “us”) products.
1. Australian consumer law
You have certain rights under Australian Consumer Law. Our Refund policy does not exclude your rights.
2. Change of mind
We do not allow refunds or exchanges for change of mind. We only provide refunds or exchanges for defective products.
You must immediately contact us to let us know if you have received a defective product.
If a product has a defect, we may repair it or offer you a replacement for a refund at our discretion.
If the product has a major defect, you are entitled, within 7 days of the product being delivered to you, to:
● to reject the goods and receive a refund; or
● reject the goods and receive an identical replacement, or
● keep the goods and receive compensation for the decrease in value caused by the problem.
4. Reporting a defective product
If your products are faulty or not as described, you will always be entitled to a refund.
You may contact us on (email, phone) to report a product defect within 7 days after your parcel has been delivered.
You must supply us with:
● a detailed description of the problem with photos; and
● your order number.
We will determine how best to resolve your problem with minimum inconvenience to you.
Products damaged as a result of normal wear and tear are not considered to be faulty so this clause does not apply to them.
5. Eligibility for a refund
5.1 Defective products
If we determine that your product is defective, we will refund you the cost of your product and your shipping fee but you must contact us first before you return the product to us.
You must supply us with a receipt for proof of purchase.
5.2 Product condition & tax invoice
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all tags and stickers attached with the original tax invoice.
5.3 Defective products
Returns that are damaged by you or your negligence may not be accepted and may be sent back to you and/or a refund refused.
Also, we do not accept the return of certain items including:
● perishable goods including but not limited to food or flowers;
● newspapers or magazines;
● intimate or sanitary products;
● downloadable software products;
● downloadable templates; and
● some health and personal care items.
5.4 Partial refunds
There are certain situations where we may only provide you with a partial refund. For example, products that are missing parts or damaged through no fault of ours or products that show signs of use including but not limited to books, CD’s, DVDs etc that show signs of use.
5.5 Time frame to return products
You must return a product within 7 days of the product being delivered to you.
5.6 Sale items
You cannot return a sale item to us unless it is defective.
You will only be eligible for an exchange if your product is defective or not as described. If you choose to exchange your product instead of receiving a refund, you must notify us immediately at email@example.com and send your item to:
6/240 Harbor Road
Brookvale NSW 2100
7. Gift vouchers
If you used a gift voucher to make your purchase, you will receive a gift credit for the value of your return. Once we have received your product, a gift certificate will be mailed to you within 15 working days.
8. How to return a defective product
If you would like a refund, you should always contact us first at firstname.lastname@example.org.
If after contacting us, we determine that the product is defective needs to be replaced or returned, we will pay for the shipping costs. When a refund is given, the return product becomes our property.
You may post defective products to this address:
6/240 Harbor Road
Brookvale NSW 2100
9. How we handle your returned items
Once we receive and inspect your return, we will send you an email to notify you of the outcome of our inspection.
We will also notify you if we approve or reject your refund.
If approved, your refund will be processed, and a credit will be applied to your card or original payment method. Your refund may take up to 10 working days to clear in your bank account.
10. Problems with refunds
Always check your bank account and contact your card provider if your refund has not been processed within 10 working days. Some delays can be caused by your financial institution.
If your refund has not been processed within 10 working days and you have checked with your financial institution, you may contact us at email@example.com