Return and Refund Policy
Return & Refund Policy
Last Updated: February 24, 2026
Your Rights Under Australian Consumer Law
At Frozberries, we are committed to providing high-quality products. Under the Australian Consumer Law, you have guaranteed rights that cannot be excluded. You are entitled to products that are:
- Of acceptable quality
- Fit for their intended purpose
- Match their description
- Safe and durable
Nothing in this policy excludes or modifies these guarantees.
Return Windows by Product Type
Our return windows vary based on product type to support food safety and product condition assessment:
❄️ Frozen and Chilled Products: 24 Hours
You must contact us within 24 hours of delivery for frozen berries, fruits, and temperature-sensitive items.
📦 Ambient Products: 24-48 Hours (Condition-Based)
For ambient products (such as dry goods), any return or refund request must be raised within 24-48 hours of delivery, and approval is subject to the condition of the item (including packaging, seal, and resale suitability).
When You Can Request a Refund
1. Damaged or Defective Products
If items arrive damaged, spoiled, or not as described, you are entitled to a refund or replacement. This includes products that are thawed upon arrival (if frozen), leaking, or past their use-by date.
To make a claim: Contact us at [email protected]. Please provide your Order Number and photos of the issue.
2. Wrong or Missing Items
If we delivered the wrong item or missed something, we will deliver the correct item at no charge, or provide a full refund if stock is unavailable.
3. Unavailable Items
If an item sells out after you order, we will contact you to offer a substitute. If you decline, we will process an immediate refund.
Change of Mind Policy
Change of Mind After Delivery
No change-of-mind returns are accepted after delivery in most cases, especially for frozen, chilled, and other perishable products. This policy does not affect your rights under the Australian Consumer Law where goods are faulty, unsafe, or not as described.
Frozen / Chilled Items: We do not accept change-of-mind returns after delivery due to food safety and cold-chain requirements. Once a temperature-controlled item leaves our care, it cannot be resold.
Ambient Items (Condition-Based Exception): In limited cases, we may consider a change-of-mind return request for ambient goods within 24-48 hours of delivery, subject to inspection/approval and the item being unopened, sealed (where applicable), in original packaging, and in resaleable condition. Return transport costs are the customer’s responsibility unless the issue was our fault.
Refund & Replacement Process
- Timeline: Refunds are processed within 1-3 business days. Funds typically appear in your account in 5-10 business days (depending on your bank/payment provider).
- Exchanges: Replacement products for Sydney Metro are delivered within 2-4 business days.
- Fees: We do not charge restocking fees for defective products.
- Claim Review: For ambient product return/refund requests, we may assess item condition (including packaging/seal status and photos) before approval.
Return Shipping Costs
| Reason for Return | Frozen Goods | Ambient Goods |
|---|---|---|
| Defective / Our Fault | Free (We arrange) | Free (We arrange) |
| Change of Mind | Not accepted after delivery | Customer pays (if approved within 24-48 hrs, condition-based) |
Delivery Issues
If delivery cannot be completed because the address provided was incorrect, access was unavailable, no one was available to receive perishable goods, or we could not safely leave the order in a suitable cool area, re-delivery fees may apply. We cannot guarantee the quality or safety of perishable goods left unattended for extended periods.
Where a failed delivery is caused by our error, we will work with you to arrange a replacement, re-delivery, or refund as appropriate.
Handling Fees, Delivery Fees & GST
Important Fee Policy
The following fee rules apply to our standard store policy and do not limit your rights under the Australian Consumer Law where a product is faulty, unsafe, not as described, or where the issue was caused by our error.
Handling Fee
Any handling fee charged at checkout is generally non-refundable. However, the handling fee may be refunded where the order is completely wrong, defective, or the issue was caused by our fault (for example: wrong items supplied, damaged goods due to our handling, or a processing mistake by our team).
Delivery Fee (Customer Unavailable / Failed Delivery)
Delivery fees are generally non-refundable where a delivery attempt cannot be completed due to customer-related reasons, including (but not limited to):
- Customer is not present to receive the order at the nominated delivery time
- No suitable safe / cool area is available to leave perishable items
- No answer to phone calls or messages required for delivery handover
- Delivery cannot be completed due to incorrect or incomplete address/access details provided at checkout
If the delivery issue occurs due to our fault (for example, driver error, routing error, delay caused by us, or incorrect handling by our team), the delivery fee may be refunded or a re-delivery may be arranged at no extra charge.
GST on Products, Delivery and Fees
All prices shown on our website are in Australian Dollars (AUD) and include GST where applicable.
Delivery charges, fuel-related delivery costs, and handling fees are shown inclusive of GST where GST applies. Any GST charged will be reflected at checkout and/or on your tax invoice.