Nourish'd Refund Policy

At Nourish'd, we’re committed to ensuring that you have a positive experience with every order. We understand that sometimes things don't go as planned, so we’ve crafted a compensation policy that’s straightforward and fair.

Compensation Types:

If your order is impacted by any issues, we offer two types of compensation:

• Credit to your account: For use towards future orders.
• Refund to the original payment method: This process may take 5-10 business days to be completed.

1. Order Issues:

If you’ve received the wrong order, damaged items, or missing items, please contact us within 48 hours of delivery. We’ll work quickly to resolve the issue. In some cases, we may request images of the items or packaging to process your compensation.

2. Product Quality:

We take great pride in the quality and freshness of our meals. If something doesn’t arrive as it should, please let us know as soon as possible — we’ll always assess the experience and arrange appropriate compensation where needed.

As taste and texture can be quite personal, we're not able to offer compensation based on individual preferences alone.

3. Cancellations:

If you need to cancel your order, we ask that you contact us before Wednesday 5pm AEST of the week prior to your scheduled delivery. Unfortunately, orders cannot be cancelled or modified after this time and are not eligible for compensation once in transit.

4. Subscription Orders:

If an order is placed through your subscription, you have until Wednesday 5pm AEST to cancel via customer service for that week's delivery. Unfortunately, orders cannot be cancelled or modified after this time and are not eligible for compensation once in transit.

5. Gift Card Orders:

We are unable to offer a cash compensation for any order placed with a gift card. However, we can provide a credit for the amount used if applicable.

6. Shipping Protection:

We are pleased to offer Shipping Protection on all orders, available if you choose to add it. This feature covers the cost of lost, damaged, or stolen deliveries, giving you added peace of mind when your meals are on their way.

• If you opt into Shipping Protection: If your order is lost, damaged, or stolen, and it falls under the protection coverage, we will issue full compensation.

• If you do not opt into Shipping Protection: You will not be eligible for compensation unless we confirm that Nourish’d is at fault, such as if the box was lost by our team or if another issue arises due to our mistake.

Please note, we do not issue compensation for issues like missed deliveries or incorrect delivery due to the driver not following delivery instructions.

7. Replacement Box:

Nourish'd is not able to send a replacement box or items at this time. We can only offer compensation in certain circumstances and on a case-by-case basis.

8. NDIS or Home Care Orders:

As these are billed differently, NDIS or Home Care orders are only eligible for credit. No cash compensation is provided.

9. Compensation Process:

Once your compensation request is processed and approved, the amount will be credited back to your original payment method or as account credit within 5-10 business days. Please note, compensation for shipping charges will only be provided in cases where the delivery was lost or the wrong items were sent.

10. How to Request Compensation:

To request compensation, please fill out the form via the link below: Request Compensation

Please ensure you provide:

• Your order number
• A description of the issue
• Any supporting images or information