Refund policy

Student Meals – Return & Refund Policy

Last updated: 13/08/2025

We aim to ensure that every meal we deliver meets our high standards for quality, freshness, and safety. As we sell perishable, ready-to-eat and pre-prepared food products, different rules apply compared to non-perishable goods.

1. Change of Mind

  • Due to the perishable nature of our meals, we cannot accept returns or offer refunds if you simply change your mind or no longer want the items after delivery.

  • Please check your order carefully before completing your purchase.

2. Damaged, Incorrect, or Unsafe Products

In accordance with the Australian Consumer Law (ACL), you are entitled to a replacement or refund if your order is:

  • Delivered in a damaged state that affects its safety or consumption.

  • Incorrect (you received the wrong meal or missing items).

  • Unsafe to eat (e.g., spoiled, contaminated, or past its use-by date on arrival).

What to do:

  1. Contact us within 24 hours of receiving your order.

  2. Provide your order number, a description of the issue, and clear photos showing the problem.

  3. Contact our store at our pick up address 1216 High Street Amardale

We may arrange for a replacement meal, store credit, or refund depending on the situation.

3. Delivery Issues

  • If your order arrives later than the scheduled delivery window in a condition that is unsafe to consume, please notify us immediately.

  • We may require photographic proof of the delivery box, packaging, and contents.

4. Incorrect Delivery Addresses & Missed Deliveries

  • Customer Responsibility: It is your responsibility to ensure that the delivery address provided at checkout is correct and accessible at the scheduled delivery time.

  • Incorrect Addresses: If an incorrect or incomplete address is provided, and the order is delivered to that address, we cannot guarantee a replacement or refund.

  • Missed Deliveries: If you are not available to receive your delivery and have not provided clear instructions for safe drop-off, we are not liable for any spoilage, theft, or damage to the goods.

  • Safe Drop-Offs: If you request unattended delivery, our responsibility ends once the package is left at the agreed location. Please ensure someone is available to refrigerate the meals promptly.

5. Exceptions / Non-Returnable Items

We cannot accept returns on:

  • Any opened or partially consumed meals.

  • Meals not stored according to our instructions after delivery (e.g., not refrigerated promptly).

  • Gift cards, promotional items, or discounted products unless faulty.

6. How to Request a Refund or Replacement

  • Contact us using the contact details on contact page 

  • Include: Order number, description of the issue, supporting photos, and your preferred resolution (replacement, store credit, or refund).

  • Our team will review your request within 2 business days and let you know the outcome.

7. Refund Process

  • Approved refunds will be processed to your original payment method within 5–10 business days.

  • Processing times may vary depending on your bank or payment provider.

  • If you haven’t received your refund after 15 business days, please contact us.

8. Your Rights Under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If your meal is faulty, unsafe, or not as described, you are entitled to a replacement or refund.
More information can be found at: www.consumer.vic.gov.au