Returns & Refunds

Returns & Refunds

We do our utmost to ensure that your order arrives at your door in pristine condition

However, If there are any problems with your order please contact us as soon as possible to advise us of the issue.

Due to the nature of our food products it is not possible for us to exchange or refund on items due to a change of mind. We are unable to re-sell returned food products.

However, if you are unhappy at all with the quality of the product you have received, if you have received the incorrect product or your order arrives to you damaged in transit* then please do let us know and we will do our best to arrange a replacement product to be sent out as soon as possible. If we are unable to replace the product we will let you know and arrange a refund. 

Please contact us within 5 working days of receiving your order for any of the above reasons. Replacements or refunds outside of this timeframe will not be eligible.

If your refund is approved, a credit will be applied to your credit card or original method of payment, within 7 days.

*When dealing with claims to our courier please provide emailed photos of the damaged delivery and keep all the damaged product, cartons and food packaging as the courier will need to collect the damaged products, carton/s and packaging. Without all of these we are unable to undergo a claim with the courier and cannot replace or refund your damaged items.

Once an order has been placed it is not possible to cancel your order once it has been confirmed but if changes are needed we will do our best to accommodate these.

Late or missing refunds

If you haven’t received your refund yet, first double check your bank account. Next, contact your bank or credit card company. There is often some processing time before a refund appears in your transaction history.

If you’ve done all of this and you still have not received your refund, please contact us

Exchanges

We only replace items if they are defective or damaged as per the terms above.

Cancellations/ Changes to order

Once an order has been placed and confirmed it is not possible to be cancelled, but if changes are needed we will do our best to accommodate these.

Out of Stock Items

Sometimes our system oversells a product and we need to order more stock in. We will advise you of the delay and let you know the expected timeframe on new stock.

Best Before Dates

The best before date can be found on the lower, left hand side of each product listing. The best before date will also be on the label of the product you receive.

Products will have a minimum of 3 months best before date, unless in the clearance section and will be clearly marked if less than 3 months.

Please ensure you check the best before date on the product listing before purchasing.

Shipping

To return a non-food item, you should post or courier it to the address below:

Real Food Direct

60 Wellington Street

Picton

7220

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


If you have any questions at all regarding returns, refunds and exchanges, please don't hesitate to get in touch.