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Purchasing & Returns Policy

We want you to feel secure in purchasing from us and have established the below guidelines to ensure you are protected should anything go wrong. These Terms also outline your responsibilities in managing your orders and account so that we can best serve your needs.

All Purchases Are Final

Once you have paid for an order that order is coming your way. Whether this payment is charged through the cart or run as part of your automatic delivery schedule we consider this payment to be a clear signal that you want the items in the order.

If you change your mind about an order after you have paid for it; cancellation of that order is at our discretion. We will always do our best to accommodate your wishes, however, we cannot sustain refunds for items already purchased to fulfil your orders.

If you do need to cancel your order please contact us as soon as you can so that we can have the best opportunity to assist. Requests that are made after the ordering cut off will almost certainly be denied.

FRESHNESS GUARANTEE, REFUNDS & RETURNS

Real Food Grocer guarantees all of our products. A guarantee from Real Food Grocer means that we’ll credit or replace the problem item(s). Every time.

 

All we ask is that you send us a photo of the unsatisfactory item(s) to our email address (customerhappiness@realfoodgrocer.com.au) within 7 days of delivery.

Items will be considered to be unsatisfactory if they are:

  • Sent in error
  • Not Fresh
  • An unsuitable swap for an unavailable item
  • Out of date
  • Damaged Packaging
  • Damaged in transit

Please don’t refuse items at your door or try and send them back, if you feel they have arrived in error, or that they aren’t up to our standards we’ll remedy these problems fully, but returned items will be wasted. We’d much prefer you to gift unwanted goods to a friend or neighbour.

Managing your automatic deliveries

We’ve established a really flexible online system that allows you to change how often and when you get deliveries, skip deliveries, cancel them add to their contents and remove items. All independently online.

Managing your automatic deliveries needs to be done online by you – we find this is the best way to avoid confusions and miscommunications and the only way to ensure you get any changes you need to make completed before your ordering cut off.

If you need some help please start with the help articles we have made for you – and if you need further assistance our customer service team will always be happy to walk you through the process step-by-step. We think it’s vital to our ongoing relationship that you fully understand how to get the best out of our ordering system and so we are a bit insistent on “teaching a man to fish” so to speak. We hope that you’ll take the time to learn with us so that you can always ensure you get the most out of our service.