What is your return & refund policy?

We are committed at providing the highest quality of products. If there is something wrong with the quality of product or if a product is damaged, please let us know as soon as possible and send us pictures of the item to hello@frescowholefoods.com.au. Depending on the type of product all claims must be submitted within a reasonable time-frame (See below for details on particular categories). Once our team has assessed the issue we would consider a full refund, partial refund, replacement or credit at our store.

Fresh Produce

To guarantee the freshness and quality of our fresh produce, we deliver our fresh produce orders same day we get it from the markets in Sydney. We accept returns for Fresh Produce only in exceptional circumstances. Blemishes, spots, marks, odd shapes are normal characteristics of organic produce and we will not accept any of that as reason for a request to return or refund. All claims must be submitted within 24 hours of receiving the order. Products must be returned to us for inspection.

Refrigerated Items

As we cannot guarantee and oversee the freshness of a product at the correct temperatures once delivered, we will only be able to accept claims within 24 hours of receiving the items. Products must be returned to us for inspection. Claims outside the 24 hour period will be denied.

Incorrect Items

If we have supplied you with an wrong item in error (either wrong brand or size or flavour), we will arrange for the item to be picked up or to be posted back to us. We will issue a refund once the wrong item has been returned to us in a good state. If you have used the item or thrown it away we reserve the right to reject your claim for a refund.

Missing Items

If we miss packing an item with your order, we will provide full credit or refund on the missing items.

Change of mind

If you had an item delivered that was ordered by mistake or changed your mind about it, we will reserve the right to take the product back and issue you with a refund. Request for refunds on fresh produce, chilled items, frozen items and pre-ordered items will be automatically denied.

For all returns and replacement enquires please Contact Us as soon as possible. We will respond quickly with instructions on how to return items to us.

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