Returns and Refunds
We are committed to ensuring that our customers are completely satisfied with the quality of our products. We will provide a return/refund policy for any damaged items. Any claims of a damaged item must be placed within 14 days of the order being delivered. Once we have received a claim, the item can be returned to us within 30 days of purchase.
Product Information:
Gourmet World provides general product information. This information serves as a guide only, especially since products may change over time. The product labels contain the manufacturer’s most updated information, which should be considered before consumption.
We will replace or refund the cost of any product(s) if:
- the products are received in a damaged or broken state, or
- the product is out of date
If you have received a damaged or expired item, we kindly request that you provide us with photographs for preliminary assessment. Please note that, as per our discretion, we may ask for an adequate number of photos necessary to ascertain the extent of the product's damage.
Once we have reviewed your submitted photos and confirmed the damage or expiration of the items, we will confirm your eligibility for a refund.
Please note that eligibility for a return and product replacement is contingent upon the purchase of our Extra Shipping Protection coverage. In such instances, the cost of return shipping will be covered by Gourmet World.
Alternatively, at our sole discretion, Gourmet World may determine whether a refund or product replacement is appropriate on a case-by-case basis. Please note that Gourmet World will offer either a refund or a product replacement, but not both simultaneously.
Should you require further information about the return or refund process, please do not hesitate to contact us at connect@gourmetworld.com.au or call us at (+61) 2 8006 2672 at any time.
Change of mind and Exchanges: 100% Money Back guarantee
In case you change your mind and want to return the item after delivery, please, contact us at connect@gourmetworld.com.au within 48 hours explaining the reasons why you are not satisfied with our products and we will refund your purchase.
Once we have accepted the return and refund, in order to proceed with the refund, the products must be sent back to our facilities in NSW in the same condition that they were received.
If you do wish to exchange an item, we can send you another item once we have received the original item back at our warehouse in its original unopened condition.
Please note that any additional costs, such as shipping return cost, for a change of mind return or a product exchange, will be at the customer's expense.
Optional Extra Shipping Protection Service
In addition to our 30-day satisfaction guarantee included with every purchase, customers have the option to avail of our Extra Shipping Protection for $5.99 at checkout. This service offers the following coverage:
- Replacement Insurance (Available in Australia Only): In the event of any transit issues, we ensure the prompt dispatch of a brand new replacement product. While our standard protection secures a refund, this insurance additionally covers product replacement, including any additional postage costs.
- Priority Handling: Enjoy expedited service with our Skip the Queue feature.
- Enhanced Packaging Protection: Receive extra protection for glass packages and additional insulation for chocolates and hard cheese, safeguarding your products with insulating materials.
- Delivery Protection (Available in Australia Only): Safeguard your order against loss or theft. (***Claim lodgement with the carrier required).
Refunds
If a refund has been approved, you’ll be notified by e-mail and automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card entity to process and post the refund.
Cancellations After Payment
Customers are responsible for checking their products, quantities, delivery information and total amount before submitting payment and completing an order.
Once an order has been placed and payment has been processed, PayPal, Afterpay or our secure card payment provider charges Gourmet World Foods a transaction processing fee.
Gourmet World Foods fully covers these payment processing costs when an order is fulfilled. Customers do not pay any additional processing fee when their order proceeds normally.
Payment providers do not return the original processing fee when a payment is refunded. If a customer requests complete cancellation after payment for any reason that is not caused by Gourmet World Foods, the processing cost charged and retained by the payment provider will be automatically deducted from the refund.
This includes cancellations where the customer changes their mind, states that they incorrectly or accidentally paid for and placed the order, or requests cancellation because of their own mistake or circumstances.
The amount deducted will be equivalent to the processing cost charged and retained by the payment provider for that transaction. Gourmet World Foods does not receive or profit from this amount.
Processing costs vary depending on the payment provider and whether the transaction is domestic or international. International transactions attract higher processing costs than domestic transactions.
This deduction does not apply if Gourmet World Foods cancels the order or cannot fulfil it.
International Returns and Refund Policy (USA and New Zealand)
For purchases made in the USA or New Zealand, in the instance of receiving damaged products, our return policy facilitates a refund only for the value of the damaged items, provided that claims are submitted within 14 days after delivery and up to 30 days after the purchase date. It is essential for customers to provide adequate proof of damage for a refund to be processed.
In exceptional cases where a return may be accepted instead of a refund, please be aware that such decisions are made at our sole discretion. Additionally, any costs associated with return shipping will be the responsibility of the customer.
For our customers who opt for Extra Shipping Protection, we offer coverage for the refund of the shipping costs incurred by the customer, subject to proof of damage. This, however, does not include any delays, seizures, spoilage, or other incidents occurring due to the actions and regulations of the US food authorities, New Zealand customs, or any other international government bodies. Customers are encouraged to be well-informed and considerate of the potential customs delays and related issues when making purchases.
By placing an order with us, customers acknowledge and agree to these terms, and it is recommended to review our policies thoroughly prior to making a purchase.
Should you require further information about the return or refund process, please do not hesitate to contact us at connect@gourmetworld.com.au or call us at (+61) 2 8006 2672 at any time.