Returns & refunds

For a missing, incorrect, damaged, unsafe or poor-quality item, contact FairlyCart promptly through our Contact page with your order number, photos where helpful, and the outcome you are seeking. We will coordinate with the store that fulfilled your order.

Your Australian Consumer Law rights

Our returns process operates in addition to your rights under the Australian Consumer Law. Consumer guarantees cannot be excluded by this policy. Depending on the problem and whether it is major, an appropriate remedy may include a refund, replacement, repair (where relevant) or compensation.

Perishable groceries and change of mind

We cannot generally accept returns for change of mind, especially for refrigerated, frozen or other perishable food once delivered or collected. This does not affect your rights where a product fails to meet a consumer guarantee, is not as described, or has a food-safety issue.

Unavailable or substituted items

If an item cannot be supplied, we will follow the substitution preference selected at checkout. Where an item is removed and no replacement is accepted, the applicable item amount will be refunded to the original payment method.

Refund timing

Once a refund is approved, we will process it to the original payment method. Your bank or payment provider may take additional time to display it.