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Refund policy

Last updated: 12 May 2025

1. Overview

Unique Wholefood complies with the Australian Consumer Law (ACL) and provides additional goodwill options so shopping with us remains easy and risk‑free. This policy applies to purchases made at uniquewholefood.com.au and in‑store.

2. Product Information & Catalogue Variations

Our online catalogue features 10 000 + products. Images, ingredient lists and nutritional panels are supplied by manufacturers and may change without notice. Pricing, however, is automatically synced from our supplier invoices and is therefore always current; it is not affected by any manufacturer updates to packaging or formulation.

  • We update listings regularly, but on rare occasions the product you receive may differ from the information shown online.

  • No partial refunds are offered for these discrepancies.

  • Instead, you may return the unopened item for a full refund; we supply a pre‑paid return label so you are not out of pocket.

3. Change‑of‑Mind Returns (Goodwill)

Change‑of‑mind returns are not required by the ACL; we offer them as a courtesy.

Condition Details
Request window 14 days from delivery
Item state Unopened, unused, tags & seals intact, original packaging
Exclusions Perishables; temperature‑sensitive goods; vitamins & supplements; personalised or “final sale” items; gift cards
Refund method Store credit (electronic gift card) for product value; shipping fees non‑refundable
Return shipping Customer pays; tracked service recommended

4. Incorrect Item Received

If we send the wrong product:

  1. Notify us within 7 days of delivery (order number + clear photo).

  2. We will email a pre‑paid label or, for low‑value/perishable items, authorise disposal.

  3. Choose a replacement (subject to stock) or a full refund.

  4. All costs to correct our error are covered by Unique Wholefood.

5. Damaged or Faulty Products

Under the ACL you are entitled to a repair, replacement or refund if goods are faulty, unsafe or not of acceptable quality.

  • Inspect items on arrival and contact us immediately if damaged or defective.

  • Provide photos and a brief description so we can resolve swiftly.

  • We will organise return or disposal at our cost and process your chosen remedy in line with ACL guidelines.

6. Non‑Returnable Items

For health, safety or legal reasons we cannot accept returns on:

  • Perishable/temperature‑controlled foods

  • Vitamins, supplements or personal‑care items where a seal is broken

  • Hazardous materials, flammable liquids or gases

  • Custom or personalised products

  • Clearance / “final sale” items

  • Gift cards

7. How to Start a Return

  1. Email: contact@uniquewholefood.com.au

  2. Provide: order number, item(s), reason, photos if applicable.

  3. Wait for approval: We’ll reply with a return authorisation and, where eligible, a pre‑paid label.

  4. Send to:

    Unique Wholefood – Returns
    51‑53 Flood St, Leichhardt NSW 2040, Australia

Items returned without prior approval will be refused.

8. Refunds

  • We confirm receipt and inspection within 2 business days of the parcel arriving.

  • Approved refunds are issued to the original payment method within 10 business days.

  • Banks and card issuers may take additional time to post the credit.

  • If 15 business days elapse after our approval and you have not seen the funds, email us.

9. International Orders (incl. EU 14‑Day Cooling‑Off)

For purchases shipped outside Australia:

  1. European Union customers retain the statutory right to cancel or return their order for any reason within 14 days of delivery, provided goods are unused, in original packaging, and accompanied by proof of purchase.

  2. All other international destinations – We extend the same 14‑day change‑of‑mind window as a goodwill gesture (conditions identical to the EU cooling‑off period).

  3. Follow the steps in “How to Start a Return”. Return shipping costs for change‑of‑mind cancellations outside Australia are the customer’s responsibility unless the item is faulty or the wrong product was supplied.

  4. Your local consumer‑protection laws may provide additional rights; this policy operates in addition to any such statutory protections.

10. Your Statutory Rights

Nothing in this policy limits or replaces the guarantees, remedies and rights you have under the Australian Consumer Law or other applicable legislation.

Need help?

Email: support@uniquewholefood.com.au
Phone: (02) 9564 1679
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