Refunds & Cancellations
The short version: cancel with one message, pay nothing to leave, and keep access until the end of the month you've paid for.
Last updated: 6 August 2026
This policy covers two separate things: refunds on the groceries you order, and cancelling a paid plan. Nothing here limits your rights under the Australian Consumer Law.
Problems with an order
- Missing item: tell us and we'll refund that line, or send it with your next delivery — your choice.
- Damaged, spoiled, or past its date: we'll refund or replace it. A photo helps but isn't essential.
- Wrong item delivered: we'll refund it or swap it on the next delivery. You don't need to return it.
- Item unavailable: if we can't source something after you've paid, we substitute the closest comparable product — see below. If we can't substitute it either, we refund that line automatically. You're never charged for what didn't arrive.
- Please check your items when they arrive. Orders are picked by hand, so occasionally something is missed or mis-picked. Tell us within 48 hours of delivery for perishable items so we can put it right quickly.
Where a refund is due, it goes back to the card you paid with, usually within a few business days depending on your bank.
Substitutions
If something you ordered is unavailable when we pick your order, we'll substitute the closest comparable product rather than leave it out, so your delivery arrives complete.
- We'll let you know about any substitution — normally through our support channel or by email.
- You'll never pay more for a substituted item than for the item you originally ordered.
- If the substitute isn't right for you, tell us on delivery or within 48 hours and we'll refund that line. You don't need to return perishable goods.
Change of mind
We don't offer refunds or exchanges for change of mind. Groceries are perishable and are picked and delivered for you specifically, so once your order is placed we can't accept a return simply because you no longer want an item.
If your order hasn't been picked yet, contact us and we'll cancel it and refund you in full. Once an order is out for delivery it can't be cancelled.
None of this affects the rights you have under the Australian Consumer Law, which we can't exclude. If an item is faulty, unsafe, spoiled, past its date, or isn't what you ordered, you're entitled to a remedy regardless of anything in this policy.
Cancelling a plan
- Cancel from your account page in a couple of clicks, or ask us through the contact page.
- There are no cancellation fees, notice periods, or exit forms.
- Cancellation stops your next renewal. Your plan pricing stays active until the end of the period you've already paid for, then you drop back to the standard 10% discount.
- We'll confirm your cancellation in writing so you have a record.
Plan refunds
- Change of mind: monthly fees already billed are generally not refunded — instead you keep plan pricing for the remainder of the paid month.
- Billed after you cancelled: if a renewal goes through after you asked to cancel, we'll refund it in full.
- Something went wrong on our end: if we couldn't provide what you paid for, tell us and we'll make it right with a refund or credit.
Rejoining
You can rejoin at any time. You'll go through checkout again and receive a fresh membership code.
Failed payments
If a renewal payment fails, we'll suspend the plan discount rather than close your account outright, and let you know so you can update your card. You can still shop at the standard 10% in the meantime, and nothing is owed for suspended time.
Questions
Not sure about anything here? Ask us — we'd rather explain it up front.