Return & Refund Policy

At Nusa Meat Home Delivery, we take pride in supplying high-quality fresh and frozen meat products. Due to the perishable nature of our products, we have strict hygiene and food safety standards in place.

1. No Change of Mind Returns

For food safety and hygiene reasons, we do not accept returns or offer refunds for change of mind, incorrect selection, or unwanted items once the product has been delivered or collected.

2. Faulty, Damaged, or Incorrect Items

Under Australian Consumer Law, you are entitled to a replacement or refund if the product:

• Is faulty or unsafe
• Is significantly different from its description
• Is damaged upon delivery
• Is the wrong item sent

If you receive an item that meets any of the above conditions, please contact uour customer service within 24 hours of delivery with:

• Your order number
• Clear photos of the product and packaging
• A description of the issue

3. Assessment Process

We will assess your claim based on the information provided. If approved, we will offer one of the following at our discretion:

• Replacement of the product
• Store credit
• Full or partial refund

Refunds will be processed using the original payment method where possible.

4. Storage & Handling Responsibility

Once delivered or collected, customers are responsible for:

• Prompt refrigeration or freezing
• Proper storage according to food safety guidelines

We cannot accept responsibility for spoilage due to incorrect storage after delivery.

5. Delivery Issues

If your order arrives thawed, leaking, or damaged due to delivery:

• Notify us within 24 hours
• Keep the product until advised (do not discard immediately unless unsafe)

6. Refund Timeframe

Approved refunds will be processed within 5–10 business days, depending on your payment provider.

7. Contact Us

For all return and refund enquiries, please contact our customer service.