Refund & Returns Policy

LAST UPDATED: 2025

Freshway Supplies (“we”, “us”, “our”) aims to ensure every customer is satisfied with their purchase. This Refund & Returns Policy outlines your rights under Australian Consumer Law and explains how returns, refunds and exchanges are handled.

1. Change-of-Mind Returns

We accept change-of-mind returns within 7 days of purchase, provided the item is in its original condition. Products must be unopened, unused, in original packaging, and include all accessories. Returned items that do not meet these conditions may be rejected.

Shipping costs for returning an item are the responsibility of the customer. Freight charges for the original delivery are non-refundable. In some cases, we may deduct the cost of outbound and return shipping from the refund amount.

To request a return, please contact us through the contact details provided on our website or in your order confirmation email.

2. Proof of Purchase

All returns, refunds, exchanges, or warranty enquiries must be accompanied by a valid proof of purchase. This may include an original register receipt, an online order confirmation, or a delivery invoice. Returns cannot be processed without proof of purchase.

3. 7-Day Money Back Guarantee

Our 7-Day Money Back Guarantee applies to all products purchased through our website. The guarantee period begins on the date the item is delivered. If there is no delivery confirmation, the date will be considered three business days after dispatch.

When a refund is approved under this guarantee, we will refund the product purchase price only. Delivery, postage, freight and shipping fees are not refundable.

Orders cancelled after goods have been dispatched will be handled in accordance with this guarantee.

Returned goods must be in original packaging, include all components and accessories, and be in resalable condition.

4. Products That Cannot Be Returned

For safety, hygiene and regulatory reasons, some products cannot be returned unless faulty. These include chemicals, liquids, powders, opened products, and items that have been used, damaged or altered.

We do not accept change-of-mind returns for any product that has been opened or used. Exceptions apply only where required under Australian Consumer Law.

5. Faulty, Damaged or Incorrect Products

If your item arrives damaged, faulty or not as described, please contact us as soon as possible. We may request photos of the issue to assist with assessment. Where a product is found to be faulty under Australian Consumer Law, we will arrange a replacement, repair or refund.

Faults caused by misuse, improper handling or failure to follow instructions are not considered manufacturing defects.

6. How to Return an Item

Items purchased online may be returned by post to the following address:

RETURNS
Freshway Supplies
208 Princes Highway
Arncliffe NSW 2205
Phone: 1300 567 002

Please include your name, contact details and order number inside the parcel to avoid delays in processing.

7. Processing Your Refund

Once your returned item has been received and inspected, we will notify you about the approval or rejection of your refund. Approved refunds will be processed to the original payment method. Processing times may vary depending on your bank or payment provider.

8. Policy Updates

Freshway Supplies may update this Refund & Returns Policy from time to time to reflect operational changes or legal requirements. The most current version will always be available on our website.

9. Contact Us

For return enquiries, refund requests or further assistance, please contact us:

Email: support@freshwaysupplies.com.au
Phone: 1300 567 002
Address: 208 Princes Highway, Arncliffe NSW 2205

Frequently Asked Questions

How long do I have to return an item?

Freshway Supplies accepts change-of-mind returns within 7 days of purchase, provided the item is unopened, unused and in its original packaging.

Do I need proof of purchase for a return?

Yes. All returns, refunds and exchanges must include a valid proof of purchase such as a receipt, online order confirmation or invoice.

Are shipping costs refunded?

No. Delivery, freight and postage costs are not refundable. In some cases, return shipping may also be deducted from the refund amount.

Can I return opened or used products?

No. Opened or used items cannot be returned for change of mind. For safety and hygiene reasons, chemicals, liquids and powders are also non-returnable unless faulty.

What if my item arrives damaged or faulty?

If you receive a damaged or faulty item, please contact us immediately with your order number and photos. We will arrange a replacement, repair or refund in accordance with Australian Consumer Law.

How do I return an online purchase?

You may return your item by post to our returns address at 208 Princes Highway, Arncliffe NSW 2205. Please include your name, order number and contact details inside the parcel.

How long will it take to receive my refund?

Refunds are processed once the returned item has been received and inspected. Processing times vary depending on your bank or payment provider.

Can I cancel my order after it has been shipped?

Orders cancelled after dispatch will be handled under our 7-Day Money Back Guarantee. Shipping costs are not refundable.

Who pays for return shipping?

Customers are responsible for return shipping costs for change-of-mind returns. In some cases, we may charge for both outbound and return freight.

Do you offer exchanges?

Exchanges may be available for eligible products returned in new, unused condition. Please contact our support team to confirm availability.