Refund policy

Return & Refund Policy

At Pendle Hill Fruit Plaza, we take immense pride in delivering fresh, top-quality fruit, vegetables, and groceries. Because fresh produce and food safety require strict handling, our policy clearly outlines your rights, the claim windows, and the steps for refunds or replacements.

1. Australian Consumer Law Guarantee

Our goods come with guarantees that cannot be excluded under Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Claim Reporting Windows

To ensure freshness and product safety, please inspect your items immediately upon delivery or collection.

Fresh Produce & Perishables (Fruit, Veg, Meat, Dairy, Deli, Refrigerated Goods):
- Must be reported within 24 to 48 hours of receiving your order.
- Due to food safety standards and health regulations, we cannot accept physical returns on perishable items.
Non-Perishable Groceries & Shelf-Stable Items:
- Must be reported within 14 days of purchase or delivery.

3. Damaged, Defective, or Incorrect Items

If an item arrives spoiled, damaged, or incorrect:

Do not dispose of the item immediately (unless unsafe to keep).
Take clear photos showing the issue, along with a picture of your order receipt or invoice.
Email us at [INSERT STORE EMAIL] or contact customer support at [INSERT PHONE NUMBER] within the relevant claim window.

Once verified, we will arrange one of the following:

A refund credited to your original payment method.
A replacement item added to your next delivery or picked up in-store.
A store credit balance added to your account.

4. Change of Mind Policy

Perishable & Fresh Foods: We do not accept returns, refunds, or exchanges for a change of mind on any fresh produce, dairy, refrigerated items, or bakery goods due to health and hygiene standards.
Dry Groceries & Non-Perishable Goods: We may accept change-of-mind returns at management's discretion within 14 days, provided:
- The product is unopened, unused, in its original packaging, and in resalable condition.
- You provide valid proof of purchase.
- You are responsible for any return shipping costs or delivering the item back to our store.

5. Natural Variations in Fresh Produce

Fruit and vegetables are natural products grown in varying weather conditions. Minor cosmetic imperfections, natural size differences, or minor surface marks that do not affect the eating quality do not qualify as major faults for a refund.

6. Out of Stock & Order Substitutions

If an item in your online order becomes unavailable while packing:

We may substitute it with a product of equal or higher value at no extra cost.
If no suitable replacement exists, we will issue an immediate refund for that specific item.

7. Processing Refunds

Approved refunds will be processed back to your original payment method (Credit Card, PayPal, Afterpay, etc.) within 3 to 7 business days. Processing times vary depending on your banking institution.