Cancellation Policy
DeliverFresh
HOME DELIVERY - CANCELLATION & REFUND POLICY
Cancellation cut-off: BEFORE 12:00 AM (midnight) on the scheduled delivery day
At DeliverFresh, we source, pick, pack and prepare fresh products specifically for each customer order. Because many products are fresh, chilled, frozen or perishable, our preparation process begins after the cancellation cut-off.
1. Cancellation Cut-Off - 12:00 AM
Customers may request cancellation before 12:00 AM (midnight) on the scheduled delivery day.
For example, if your delivery is scheduled for Tuesday, the cancellation request must be received before 12:00 AM at the start of Tuesday.
After 12:00 AM, sourcing, picking, packing, order preparation and delivery planning may begin. Cancellations received after the cut-off may therefore not be accepted.
2. Important - Last-Minute Cancellations
If you need to cancel close to the 12:00 AM cut-off, it is important that you CALL DeliverFresh Customer Care directly on 1300 905 418.
Please do not rely only on email, website messages, social media, WhatsApp or other written communication for a last-minute cancellation, as these messages may not be seen before picking and packing begins.
Calling Customer Care is the best way to make sure your request reaches us before the cut-off. A last-minute cancellation is treated as received before the cut-off when it has been communicated to and acknowledged by DeliverFresh before 12:00 AM.
3. Cancellations After 12:00 AM
After 12:00 AM, DeliverFresh may already have started purchasing or allocating products, picking your order, packing fresh and chilled products, preparing the order for dispatch, or allocating it to a driver or delivery route.
Because costs and operational activities may already have been incurred, orders cannot normally be cancelled after 12:00 AM. Customer Care will still try to assist where reasonably possible, but cancellation or refund cannot be guaranteed.
4. Orders Already Picked, Packed or Dispatched
Once an order has been picked, packed or dispatched, it cannot normally be cancelled because of a change of mind.
This applies particularly to fresh produce, fruit, vegetables, dairy, poultry, meat, chilled, frozen and other perishable products sourced or allocated specifically for the order.
5. Changes to an Order
If you need to add, remove or change products, please contact DeliverFresh Customer Care before 12:00 AM. We will do our best to accommodate reasonable changes before picking and packing begins. Changes requested after the cut-off may not be possible.
6. Customer Not Available for Delivery
Customers are responsible for providing the correct delivery address, contact information and any relevant delivery or safe-drop instructions.
If nobody is available to receive the order, DeliverFresh may leave it in a reasonably safe location where appropriate and in accordance with delivery instructions. Because many products are perishable, an order that has been successfully delivered or safely dropped cannot normally be returned or refunded simply because the customer was unavailable.
7. Missing, Incorrect, Damaged or Unsatisfactory Products
If an item is missing, incorrect, damaged or otherwise has a problem, please contact DeliverFresh Customer Care as soon as reasonably possible. We may request photographs, product details or other information to assess the issue.
Depending on the circumstances, DeliverFresh may provide an appropriate replacement, credit or refund. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
8. Refund Processing
Where a refund has been approved, DeliverFresh may require your bank account details or PayID to process the refund. Please ensure the information provided is accurate, as incorrect or incomplete details may cause delays.
Once the required details have been received and the refund approved, DeliverFresh will process it as soon as reasonably possible. The time taken for funds to appear may depend on your bank or payment provider.
For your security, DeliverFresh will never ask for your banking password, PIN, internet banking login details or security codes. We only require the necessary bank account details or PayID to process an approved refund.
9. DeliverFresh Customer Care
For cancellations, last-minute order changes, refunds, missing items or delivery enquiries, contact:
DeliverFresh Customer Care
Phone: 1300 905 418
Customer Care Hours: 7:00 AM - 10:30 PM AEST
Website: deliverfresh.au
When contacting Customer Care, please provide your name, order number, delivery address, contact number and details of your request.
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IMPORTANT CANCELLATION REMINDER |
DeliverFresh - Freshness Beyond the Shelf.
This policy does not exclude, restrict or modify any consumer rights that cannot legally be excluded under the Australian Consumer Law.
