EQ FOOD POLICIES
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:
- Take photographs of the package before opening it.
- Photograph any damaged products.
- 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
