Returns & Refund Policy

Effective Date: 20/05/25
Last Updated: 17/07/26

At EQ Foods, we are committed to providing high-quality products and excellent customer service. This Returns & Refund Policy outlines your rights and our procedures regarding returns, refunds and exchanges for purchases made through www.eqfoods.org.

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind Returns

Due to the nature of our products, EQ Foods does not accept returns or exchanges for change of mind, including where:

• You ordered the incorrect product.
• You no longer require the product.
• You ordered the wrong flavour.
• You changed your dietary preferences.
• You purchased more than required.
• You simply decided you no longer want the product.

Please choose carefully before completing your purchase.

Damaged or Incorrect Orders

If your order arrives:

• Damaged;
• Defective;
• Incorrect; or
• Incomplete,

please contact us within 7 days of receiving your order.

To help us investigate your request, we may ask you to provide:

• Your order number;
• A description of the issue;
• Photographs of the product and packaging; and
• Any other relevant information.

Where appropriate, EQ Foods may offer:

• A replacement product;
• A refund;
• Store credit; or
• Another remedy available under Australian Consumer Law.

Products Damaged During Shipping

If your parcel arrives visibly damaged, please:

1. Take photographs of the package before opening it.
2. Photograph any damaged products.
3. Contact us as soon as reasonably possible.

We will work with the shipping provider to investigate the issue and provide an appropriate resolution.

Food Safety

As our products are food items, we cannot accept returned products that have:

• Been opened;
• Been consumed;
• Been improperly stored;
• Passed their best-before date after delivery; or
• Been damaged due to misuse or incorrect handling by the customer.

This restriction is necessary for food safety and hygiene reasons.

Incorrect Delivery Information

Customers are responsible for ensuring that all delivery information is accurate before placing an order.

EQ Foods is not responsible for delays, failed deliveries or additional shipping costs resulting from incorrect or incomplete delivery information provided at checkout.

Failed Deliveries and Returned Parcels

If a parcel is returned to EQ Foods because:

• The delivery address was incorrect;
• The parcel was unclaimed;
• Delivery could not be completed; or
• The customer failed to collect the parcel where required,

additional shipping charges may apply before the order can be resent.

Where products cannot be resold due to food safety requirements, refunds may not be available.

Refund Processing

Approved refunds will generally be processed using the original payment method.

Please allow 5–10 business days for your financial institution to process the refund after it has been issued.

Processing times may vary depending on your payment provider.

Order Cancellations

Orders are processed promptly to ensure fast dispatch.

If you wish to cancel an order, please contact us immediately after placing it.

While we will make reasonable efforts to accommodate cancellation requests, we cannot guarantee that an order can be cancelled once processing or fulfilment has commenced.

Sale Items and Promotional Products

Unless required under Australian Consumer Law, products purchased during sales, promotions or clearance events are not eligible for refunds due to change of mind.

Consumer guarantees under Australian Consumer Law continue to apply.

Gift Cards

Gift cards are not redeemable for cash and are generally non-refundable except where required by law.

Wholesale Orders

Wholesale purchases may be subject to separate trading terms agreed between EQ Foods and the wholesale customer.

Where separate written agreements exist, those agreements will prevail to the extent permitted by law.

Limitation

To the fullest extent permitted by law, EQ Foods is not responsible for:

• Delays caused by shipping carriers;
• Delays resulting from incorrect customer information;
• Products incorrectly stored after delivery;
• Customer misuse of products; or
• Circumstances beyond our reasonable control.

Nothing in this policy limits any rights available under Australian Consumer Law.

Contact Us

If you have any questions regarding this Returns & Refund Policy or wish to request a return, refund or replacement, please contact us.

EQ Foods
29/13 Swaffham Rd, Minto, NSW 2566
Australia

Website: https://www.eqfoods.org

Return Policy

At Eqfood, we are committed to providing our customers with high-quality, delicious food products. If for any reason you are not completely satisfied with your purchase, we offer a flexible return policy to ensure your satisfaction.

Our return policy lasts 30 days from the date of purchase. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To initiate a return, please contact our customer service team at Orders@eqfood.org with your order number and the reason for your return. We will provide you with instructions on how to return your item.

If your item arrives damaged, spoiled or defective, please contact us within 48 hours of delivery at Orders@eqfood.org. We will investigate the issue and either send a replacement or issue a refund. In the case of damaged or spoiled items, we may request photos to be sent to us as proof of the issue.

Please note that we do not accept returns on items that are perishable, such as fresh produce or dairy products.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at Orders@eqfood.org.

Shipping

To return your product, you should mail your product to the address provided by our customer service team.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We appreciate your business and want you to be completely satisfied with your purchase. If you have any questions or concerns, please contact our customer service team at Orders@eqfood.org, and we will be happy to assist you.