Refund policy
At Swades Foods, we want you to be happy with every purchase. This policy applies in addition to, and does not exclude or limit, your rights under the Australian Consumer Law.
Change-of-Mind Returns
We do not accept returns, exchanges or refunds if you simply change your mind, order the wrong product, find the product cheaper elsewhere or no longer require the product.
This does not affect your rights where a product is faulty, unsafe, damaged, incorrect, misdescribed or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Fresh, Refrigerated and Frozen Products
For food-safety and temperature-control reasons, we cannot accept returns of the following products unless required under the Australian Consumer Law:
- Fresh produce and vegetables
- Fresh sweets and other freshly prepared foods
- Refrigerated products, including dairy, paneer, yoghurt and similar items
- Frozen products
- Other perishable or temperature-sensitive products
If there is a problem with a perishable product, please do not return it unless Swades Foods asks you to do so. Contact us promptly and keep the product, packaging and photographs where it is safe and reasonable to do so.
Faulty, Damaged, Unsafe, Incorrect or Misdescribed Products
Please contact us as soon as possible if a product:
- Arrives damaged or in an unsafe condition
- Is incorrect or is missing from your order
- Is significantly different from its description
- Is not of acceptable quality
- Is not fit for its usual purpose or a purpose made known to us
- Otherwise fails to meet a consumer guarantee under the Australian Consumer Law
How to Submit a Request
Sign in to your Swades Foods customer account, find the relevant order and select the available return option. Alternatively, contact us at support@swadesfoods.com.au or through our Contact Us page.
Please include:
- Your order number or other proof of purchase
- A description of the problem
- Clear photographs where appropriate
- Any other information reasonably required to assess the issue
We ask customers to report damaged, unsafe, incorrect or missing products within 48 hours of delivery where reasonably possible. This helps us investigate food-quality, temperature and delivery concerns promptly.
This requested reporting period does not limit any rights or remedies available under the Australian Consumer Law.
Assessment and Available Remedies
We may reasonably assess the product before providing a remedy. Depending on the nature and seriousness of the problem, the available remedy may include a replacement, refund, repair where appropriate, or another remedy required under the Australian Consumer Law.
Where a product has a major problem, you may be entitled to choose a refund or replacement. We will not require you to accept store credit where the Australian Consumer Law entitles you to a refund.
Returning a Product
If a return is required, we will provide return instructions after reviewing your request. The instructions will nominate the Swades Foods store to which the approved product must be returned.
You may bring the product to the nominated store or arrange shipping to that store. We do not provide return labels. Please do not send or return a product before receiving approval and the nominated return location.
Some perishable, unsafe or damaged products may not need to be physically returned. Please retain the product, packaging and photographs where safe and reasonable until Swades Foods provides instructions.
Original packaging is helpful when assessing an issue but is not required where that condition would limit your rights under the Australian Consumer Law.
Refunds
Where return of a product is required, we will process the approved remedy after the product has been received and assessed. If we advise that the product does not need to be returned, the remedy will be processed after the request has been assessed and approved.
Approved refunds will generally be issued using the original payment method unless you agree to another method.
We aim to process an approved refund within 5 business days after the required return and assessment have been completed. Please allow a further 5–10 business days for your bank, card provider or payment service to display the refund.
Refund processing time is separate from the time required to review a request. We aim to review requests within 5 business days, although complex matters may require additional information or assessment.
Order Cancellation Requests
Where cancellation requests are available for an order, customers may request cancellation of one or more eligible unfulfilled items through their Swades Foods customer account.
Cancellation eligibility and the available request period are determined by the cancellation rules displayed for the order. Items that have already been fulfilled or dispatched cannot be cancelled through this process.
A cancellation request does not automatically cancel the order. Swades Foods will review the request and may approve or decline it depending on the order’s preparation and fulfilment status.
If all eligible items are selected and the request is approved, the whole order may be cancelled. If only some items are selected, the approved items may be removed while the remaining order continues.
Customers will receive an email confirming that their request was submitted and a further notification when the request is processed or declined.
Order Changes and Substitutions
Order changes are not guaranteed after checkout. If you need to correct an order, contact us as soon as possible. Changes might not be possible once picking or fulfilment has started.
If you selected Allow Substitutes, Swades Foods may replace an unavailable item with a reasonably comparable product. Where the order is edited, we may send an updated order notification showing the substituted item and any resulting price change.
- If the substitution reduces the order total, any amount owed will be refunded.
- If the substitution increases the order total, we may seek your approval or send an invoice for the additional amount before completing the order.
- If you selected No Substitutes, we will not substitute the unavailable item. It may instead be removed and refunded.
We may contact you before making a materially different, allergen-sensitive or higher-priced substitution.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
For return, refund, cancellation or order enquiries, contact support@swadesfoods.com.au. Please include your order number so that we can assist you promptly.