Refund policy - SUP foods
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Refund policy

Thank you for visiting our refund policy webpage https://supfoods.com.au. We understand that sometimes you may wish to return a product you have purchased from Supfoods. To assist you, we have set out the Supfoods Refund and Returns Policy highlighting key points that you should know.

Change of mind

Please choose carefully as exchanges or refunds are not provided where you have simply changed your mind or where you have made a purchasing error.

Refunds or exchanges

If you purchased our freeze dried soups, Supfoods is unable to offer a refund or exchange on such purchases as such products are perishable, unless the item does not meet the Australian Consumer Guarantees as outlined below.

Supfoods may, at its absolute discretion, offer refunds or exchanges in respect of unplanned events or circumstances and this will be reviewed on a case by case basis. If Supfoods agrees to provide you with a refund or exchange, you must return all product and packaging in the same condition that you have received it. It must also be in the original packaging.

Consumer guarantees

As a consumer you are entitled to the benefit of consumer guarantees in respect of any products purchased from Supfoods that cannot be excluded under the Australian Consumer Law.

Under the Australian Consumer Law, if any product has a major failure, you are entitled to a replacement or refund, or you may keep the product and seek compensation for any drop in the value of the product. You are also entitled to have the products replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure does not amount to a major failure, Supfoods is entitled to choose between providing you with a replacement or other suitable remedy.

Supfoods may not provide you with a refund or exchange where:

  • the products are damaged through misuse, accident or abnormal use;
  • product parts are missing through no fault of Supfoods (eg damage on packaging from shipping and handling or product went missing after the products were delivered to you);
  • the products have been used;
  • the products contain minor imperfections or superficial blemishes or contain minor variations in dimension, colour, size, texture or taste;
  • there is damage to external or product packaging only; or
  • the Australian Consumer Law does not apply.

Returns

When returning damaged, faulty or defective products to Supfoods, you must:

  • provide us with your proof or purchase;
  • return them in the condition received by you with all original packaging; and
  • comply with any other direction given by Supfoods in relation to returning the damaged, faulty or defective products.
  • It is your responsibility to ensure that returned products are returned safely and within a reasonable period of time. Any costs incurred by you in returning the products will be borne by you. We accept no responsibility for products lost in transit and recommend using a tracked shipped method such as registered post.
  • If Supfoods cannot be satisfied that you purchased the products from us then, Supfoods will practice the right to not accept your products for return.

Refunds

Once your returned products are received and inspected, Supfoods will send you an email to notify you that we have received your returned products. We will also notify you of the approval or rejection of your refund.

Where there is no fault found or where we determine the products were damaged through misuse, accident or abnormal use, the products will either (at your election and cost) be returned to you or destroyed, and you will not be entitled to a refund.

Where there is a major fault found, you will be offered replacement products or a refund. Where a failure does not amount to a major failure, Supfoods will be entitled to choose between providing you with replacement products or a refund.

When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receipt. A refund will be processed within 14 days of Supfoods approving your refund.

If the wrong products are delivered, contact us as soon as possible, but not later than 24 hours of receiving your delivery. Provided you can supply proof that the wrong products were delivered, Supfoods will offer to send you the correct products and arrange for the collection and return of the incorrectly delivered products at no cost to you.

Where the product was returned because of a failure to comply with a consumer guarantee, Supfoods will also pay the reasonable cost you incurred to return the damaged, faulty or defective products to us.

We take your health and safety very seriously, where our product has been listed as a national product recall, please take a photo of the packaging with the best before date listed and send this to hello@supfoods.com.au, we will work with you to ensure appropriate measures are being addressed with a full refund.

Privacy

Supfoods is committed to protecting your privacy. You may be asked to provide present photo identification when returning products so that we can record your name, address and other identification details. Personal information collected by us will be stored and used in accordance with Supfood’s Privacy Policy (available at supfoods.com.au/privacy-policy)

Contact us

If you require any further information in relation to the Supfoods Refund and Returns Policy, please contact hello@supfoods.com.au or use the online contact form.

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