All products purchased online at Willoughby Fresh are covered by our Returns Policy.

Please inspect all items on receiving your goods.
If any items are spoiled, inedible, defective or damaged, it must be reported to us within 48 hours of receiving your delivery for perishable items and within 7 days for dry grocery items, by emailing willoughbyfresh@bigpond.com

Replacements
If an item that you have ordered is out of stock at the time your order is being packed, we will always try to replace it with a similar product of the same (or higher) dollar value. If a similar product is unavailable, the product will be refunded.

Returns
Our Returns policy only applies to dry grocery items. Claims must be made within 7 days. If 7 days have passed since your purchase, unfortunately we can’t 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.

Several types of goods are exempt from being returned. Perishable goods such as fresh food or flowers cannot be returned. Should any issues arise please reach out to us so we can assist you and come to a resolution.

To complete your return, we require a valid receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

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. Alternatively you can bring your item into store and we can provide a refund on the spot.

Refunds
We will only refund items if they are spoiled, inedible, defective or damaged. Due to the nature of fresh produce, some marks, bruises and imperfections may occur. These do not constitute a reason for us to honour a refund. All refunds are subject to the Owner’s discretion.

If you are requesting a refund, please send an email to willoughbyfresh@bigpond.com. A photo of the product(s) must be included in your email along with a description of why you are requesting a refund for the product(s). We will then notify you via email of the approval or rejection of your refund.

If your return and/or refund is approved, then your refund will be processed within 2 days of approval. A credit will automatically be applied to your credit card or original method of payment. Please allow 5-7 business days after approval for funds to clear into your account. Alternatively if you come into store we can process this on the spot for you.

Exchanges
We will only replace dry grocery items if they are spoiled, inedible, defective or damaged. If you need to exchange it for the same item, please send an email to willoughbyfresh@bigpond.com. A photo of the product(s) must be included in your email along with a description of why you are requesting an exchange for the product(s). We will then notify you via email of the approval or rejection of your exchange.

Change of Mind
In addition to claims for spoiled, inedible, defective or damaged products, at our discretion, we may offer a refund of the purchase price or an exchange for dry grocery products only, where you have simply changed your mind, provided that you return the product to us unopened, in its original packaging and still in a saleable condition, with a valid receipt or proof of purchase within 7 days of purchase.
Unfortunately, due to health and safety regulations, we cannot refund or exchange for change of mind on:
- Fresh produce items
- Any refrigerated fresh food items such as deli products, dairy, meats, frozen goods, etc.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at willoughbyfresh@bigpond.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping of Returns
To return your product, you should mail your product to: Willoughby Fresh, 67 Penshurst St , Willoughby, 2068, Australia.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive approval for a product exchange, the cost of return shipping for or delivery of your exchanged product will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Alternatively, you are welcome to visit our store and we can process the return straight away in person.