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Refund policy

💚 Our Promise

All Veghead products come with the consumer guarantees under the Australian Consumer Law (ACL). That means your order will arrive in good condition, match its description, and be safe and fit to eat.

If something doesn’t meet those standards, you’re entitled to a replacement or refund — it’s that simple.

When We Can Offer a Refund or Replacement?

  • We’ll happily provide a refund or replacement if:
  • Your order arrives damaged, spoiled, or unsafe to eat.
  • You received the wrong product or quantity.
  • Your order didn’t arrive as described or there’s a clear quality issue.

To help us fix it quickly, please:

  • Contact us within 48 hours of receiving your delivery at hello@smuggledfoods.com
  • Include your order number, a short description of the issue, and a photo if possible.
  • Keep the product frozen or refrigerated (if applicable) until we advise next steps.

We’ll assess your claim promptly, and if eligible, we’ll either:

  • Send you a replacement pack at no cost, or
  • Issue a full refund to your original payment method.

🚫 When Refunds Don’t Apply

Because our products are perishable food items, we can’t accept returns or refunds for:

  • Change of mind, or ordering the wrong flavour.
  • Items not stored or handled according to our recommendations (e.g. left unrefrigerated).
  • Orders reported outside the 48 hour window after delivery.

That said, if you ever have concerns — even if it doesn’t technically qualify — we’ll always do our best to make things right and keep our customers happy.

📦 Shipping Issues

If your order arrives thawed, damaged, or missing items, please contact us immediately.
We partner with trusted cold-chain couriers, but sometimes things can go off track.
We’ll investigate and work with you to find a fair resolution.

⚖️ Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law.
If the product has a major fault, you’re entitled to choose between a replacement or refund. For minor issues, we’ll replace or repair the product within a reasonable time.