Refund policy


QUALITY AND PRODUCE

At Get Fresh Direct, we pride ourselves in hand selecting only the freshest and highest quality produce bought each day for you. It is important to remember that fruit and vegetables are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. Unfortunately once we dispatch our produce, a number of changes in condition may result in their longevity being reduced.

Air conditioning, extreme heat or changes in temperature may also have an adverse effect on the produce. Unfortunately, with all the possible variables, it is difficult for Get Fresh Direct to guarantee the produce quality in every case. This is the same policy undertaken by all supermarket chains.

As each produce is unique, so too, are your requirements and concerns surrounding your pre-order. For that reason, we ask that you please contact us via email at admin@gfwh.com.au to discuss your queries or concerns in relation to your order.

REFUNDS & CREDIT

All refunds and credit for our service and produce is will only qualify for an exchange when it adheres to our 24 Hour Returns Policy (see below).

WHEN A REFUND/CREDIT or EXCHANGE WILL BE CONSIDERED
  • Produce is visibly mouldy, or has become overripe (subject to produce characteristic).
  • Produce is damaged, or has physically deteriorated within 24 hours at pick-up location.
WHEN WILL YOU NOT BE GIVEN A REFUND?
  • Change of mind once order has been dispatched or delivered for pick-up.
  • If you collected your order more than 24 hours after pick-up notification, and the produce has deteriorated.
  • If the order was a pick-up, and after two attempts to contact you for collection, we will forfeit your order or $50 (whichever is lowest) as administration costs.
  • Expectation of taste/flavour of produce such as durian, and jackfruit. Every fruit & vegetable has its own characteristic based on the growing condition, variety/cultivar traits and time of year. No produce will be 100% perfect or even in taste even when we do our best in picking Premium grade quality.
  • Appearance. We pick fruit/veg for its general quality and grower’s reputation. Ugly, imperfect produce can still be great quality - and helps us reduce wastage on the planet.
  • Commercial Reselling. If you are reselling our produce we will not provide any refund, credit or exchanges. 
  • Get Fresh Direct reserves the right to its final decision including to void all guarantees and agreements based on the dispute resolution process.
24-HOUR RETURNS POLICY

On average, fresh produce should last between 24-48 hours, and 5-7 days depending on the type of produce. 

Should your fruit or vegetables perish within 24 hours of delivery/pick-up date, and we are satisfied that all care instructions provided have been followed, Get Fresh Direct will be happy to consider an exchange request for customers.

Get Fresh Direct reserves the right to request photos or images of the original fruit/vegetables. Get Fresh Direct requires that any dissatisfaction with the freshness of the fruit/vegetables be communicated to us within 24 hours of delivery.

To assist us in quality control, it is our policy for you to return the original produce in the disputed condition at your own expense. Regretfully, we will not arrange an exchange of produce for you if the original produce has been disposed, or photos are unavailable.

CANCELLATION POLICY

Should you need to cancel your pre-order before Pick Up or Delivery, money will be refunded minus a $10 administrative fee IF notice is received by Get Fresh Direct prior to the scheduled delivery/pick up time & date. We are unable to cancel orders that are already purchased or prepared, and are out for delivery.

Cancellations received after the applicable period stated above (ea. if delivery is on the same day) are void. No refunds or credit will be issued to avoid administrative fee. Contact us at admin@gfwh.com.au to discuss your options.

    Note: Any refunds for orders placed online are credited back to the original credit card or your PayPal account on which the order was purchased, depending on the form of payment you selected.