Refund policy

Important: Food Safety Notice

Due to food safety regulations, we do not accept returns for change of mind. This includes products you no longer want, taste preferences, or opened packages.

When We Accept Returns & Refunds

✅ Valid Return Reasons

  • Faulty Products: Damaged, spoiled, defective, or past use-by date

  • Wrong Orders: Incorrect items, missing products, or wrong quantities

  • Delivery Issues: Damage during shipping or temperature-sensitive products delivered outside safe range

❌ No Returns For

  • Change of mind or taste preferences

  • Customer ordering errors

  • Opened packages (unless faulty)

How to Request a Refund

Time Limit

Contact us within 48 hours of receiving your order.

Required Information

  • Order number

  • Clear photos of the issue

  • Description of the problem

  • Preferred resolution (refund, replacement, or store credit)

Contact Us

Email: info@justsogood.com.au
 Phone: 02 6041 2729
 Subject: "Return Request - Order #[Order Number]

Refund Options

Full Refund

  • Product value refunded to original payment method

  • Original shipping charges non-refundable

  • Processing: 5-7 business days

Replacement

  • Like-for-like replacement at no cost

  • Expedited shipping for urgent cases

  • Included in next order where possible

Store Credit

  • Full product value as store credit

  • No expiry date

  • Use for future purchases

Processing Timeline

  1. Assessment: 1-2 business days after receiving your request

  2. Decision: Emailed with next steps

  3. Refund Processing: 5-7 business days once approved

Special Situations

Bulk Orders ($500+)

Extended assessment period and partial refunds may be available.

Gift Orders

Refunds to original purchaser or store credit to recipient.

Subscriptions

Individual delivery refunds available - contact us for ongoing issues.

Australian Consumer Law

Your statutory rights under Australian Consumer Law cannot be excluded. This policy works alongside your guaranteed consumer rights.

Quality Guarantee

All products are guaranteed to:

  • Meet Australian food safety standards

  • Be within use-by dates at dispatch

  • Match product descriptions

  • Arrive in proper condition

Contact Support

Customer Service Hours: Monday-Friday, 9:00 AM - 5:00 PM AEST
 Email Response: Within 24 hours
 Refund Processing: 1-2 days assessment, 5-7 days completion

Address: 560 Hume Street, South Albury NSW 2640

 

Last updated: September 2025

This policy operates with our Shipping Policy, Terms of Service, and Privacy Policy. The Trustee for Just So Good Family Trust, ABN: 11 204 631 373