Refund policy

Together Mart — Refund and Returns Policy

Last updated: 1 September 2026

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Where a failure is not major, we may choose whether to repair, replace or refund the goods. Nothing in this policy limits or removes those rights.

This policy sets out how we handle refunds and returns in addition to your rights under the law.

2. Change of mind

We are not required to provide a refund or exchange if you simply change your mind, choose the wrong item, or no longer want a product. Because almost everything we sell is food that must be temperature-controlled, we do not offer change-of-mind refunds, returns or exchanges.

3. Proof of purchase

All claims must be supported by proof of purchase — your order number, order confirmation email, or the phone number the order was placed under. We may ask the person making the claim to show identification to confirm they are the account holder. We can only discuss an order with, and refund an order to, the person who placed it.

4. Group Buy and Limited Release orders

  • Group Buy stock is ordered in specifically for confirmed customer orders. Once a Group Buy has closed, orders cannot be cancelled, changed or refunded on change of mind.
  • Before a Group Buy closes, contact us as soon as possible and we will accommodate a change or cancellation where we reasonably can.
  • If we cannot supply your order (stock unavailable, shipment delayed, minimum quantity not reached, pricing error, or an event outside our control), we will refund the affected amount in full. That refund is your sole remedy.
  • If we cancel an order because it breaches our Terms and Conditions — for example a purchase limit was circumvented, an order was placed for resale, a payment failed a fraud check, or clause 11 (conduct towards our team) applies — we will refund the amount you paid for that order, and that refund is your sole remedy.

5. Perishable, chilled and frozen products

Fresh, chilled and frozen products cannot be returned once they have left our premises, because we cannot verify how they have been stored or transported. This does not affect your rights where the product was not of acceptable quality at the time you collected it.

If a chilled or frozen product is not of acceptable quality when you collect it, tell our staff at the counter before you leave and we will replace it or refund it on the spot.

6. Reporting a problem after collection

If you discover a problem after you have left with your order — a damaged, spoiled, incorrect or missing item — please contact us within 24 hours of collection and provide:

  • your order number and the phone number on the order;
  • clear photographs of the product, the packaging, the label and any batch or use-by date; and
  • a short description of the problem.

Please keep the product (refrigerated or frozen as appropriate) until we have assessed the claim. We may ask you to return the product to us, in its original packaging where possible, before we provide a remedy, so that we can inspect it and trace the batch.

Reporting within 24 hours helps us assess the claim while the evidence is still available and lets us trace the batch. If you contact us later than that, we will still consider your claim, but a delay may make it harder for us to verify what happened and may affect the remedy available to you. This time frame does not limit any right you have under the Australian Consumer Law.

7. What we will do

  • Major failure (for example, the product is unsafe, significantly different from its description, or unfit for its ordinary purpose and cannot easily be fixed): you may choose a refund or a replacement.
  • Minor failure: we will repair, replace or refund the product, at our option, within a reasonable time.
  • Wrong or missing item: we will supply the correct or missing item, or refund it, at your election.

We are not required to provide a remedy where the problem was caused after collection — for example, by a break in the cold chain after you took the goods, by storage or handling contrary to the instructions on the packaging, by use after the use-by or best-before date, by misuse, or by normal deterioration of a fresh product over time.

8. Uncollected orders

Orders must be collected within the collection window shown in your order confirmation. Because we cannot safely hold perishable stock indefinitely, if an order is not collected within that window and you have not contacted us:

  • we will attempt to contact you on the phone number and email on the order;
  • we will hold non-perishable items for a further 7 days where we can, and if we have not heard from you within that time we may cancel and refund the remaining non-perishable items; and
  • perishable, chilled and frozen items that cannot be safely held may be disposed of, and no refund is payable for those items.

If you ask us to prepare a replacement collection after a missed collection window, we may charge a reasonable re-preparation fee to cover repacking and handling. We will always tell you the amount and you will need to agree to it before we charge anything.

If you know you cannot collect on time, contact us before your collection window closes and we will do our best to arrange an alternative.

9. Alcohol

For licensing, food safety and public health reasons, liquor cannot be returned or exchanged once it has left our premises, except where you have a right to a remedy under the Australian Consumer Law (for example, a faulty or contaminated product). Where we refuse to supply liquor because acceptable proof of age is not produced, because we believe it is intended for a person under 18, or because the person collecting appears intoxicated, we will refund the price of the liquor only.

10. How refunds are paid

  • Approved refunds are made to the original payment method used for the order. We cannot refund to a different card, account or person.
  • Refunds are usually processed within 2 business days of approval. Your bank or card issuer may take a further 3 to 10 business days to show the funds in your account.
  • Where only part of an order is refunded, any discount applied to the order may be recalculated across the remaining items.
  • We do not charge a restocking fee.

11. Sale, clearance and short-dated items

Items sold as "clearance", "short-dated" or "near expiry" are sold at a reduced price because of that specific characteristic, which is disclosed at the time of sale. You cannot claim a remedy for that disclosed characteristic, but these items are otherwise covered by the consumer guarantees in the same way as any other product.

12. How to contact us about a refund

Together Mart Pty Ltd (ABN 79 695 117 027)
291 Payneham Road, Royston Park SA 5070, Australia
Email: togethermart.01@gmail.com
Phone: 08 8102 4358

If you are not satisfied with how we have handled your claim, you may contact Consumer and Business Services SA (cbs.sa.gov.au) or the Australian Competition and Consumer Commission (accc.gov.au).