Refund / Return Policy
GF Pantry is committed to fair trading practice and complies with Australian Consumer Law.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You may be asked to provide photos of the items showing the damage or issue and failure to provide photos may result in a refund being denied.
GF Pantry takes care to package goods in a manner that will limit damage in transit. However, the shipping process can lead to the breakage of delicate products such as crackers, ice cream cones and biscuits. GF Pantry will only issue refunds for products that are significantly damaged.
Free From foods often have their own unique flavours and textures that do not match with the regular versions. Taste preference is a very personal thing and GF Pantry cannot accommodate every individual customer. Dislike of the taste or texture of a product is not considered a product fault and GF Pantry will not issue a refund in such cases.
GF Pantry does not offer a refrigerated delivery service. When purchasing chocolate, we recommend that customers choose express shipping in addition to also purchasing an Ice-Pack and Foil Wrap Service. This will give products the best chance of arriving in good condition, however our carriers may move and store your order in hot environments and no refunds or replacements will be issued for heat damaged goods. You should also be present to receive your order from the delivery driver directly as orders that are "left in a safe place" may not be sheltered from the direct sun and heat.
To start a return, contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. GF Pantry will not reimburse you for costs associated with returns. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Given the nature of the products we sell and in accordance with Australian Consumer Law, you will not be entitled to a replacement or refund for a change of mind; if you find the product cheaper elsewhere, or; if you decide you don't like the purchase or have no use for it.
GF Pantry may require photos showing the disposal of refundable items. If this is required, the photo must clearly show the items in the waste bin provided by your local council. Failure to provide this photo may result in your refund being denied.
Refunds will be automatically processed on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org