Refund policy

Returns & Refunds Policy

Overview

Due to the nature of our products, we operate a limited returns policy in line with Australian food safety standards.

If you experience an issue with your order, please contact us as soon as possible so we can make it right.

Perishable Goods (Fresh Meat & Food Products)

Because our products are perishable food items, we do not accept change-of-mind returns on any meat or food products once they have been delivered.

This includes:

  • Fresh, chilled, or frozen meat

  • Vacuum-sealed products

  • Bulk or value packs

This policy is in place to protect food safety and customer health.

Damaged, Faulty, or Incorrect Orders

Please inspect your order immediately upon delivery.

If:

  • Your order arrives damaged

  • You receive the wrong item

  • A product is spoiled or unsafe on arrival

You must contact us within 24 hours of delivery at
support@thehalalmeatguy.com.au

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

If the issue is verified, we will offer one of the following, at our discretion:

  • A replacement

  • A store credit

  • A refund to your original payment method

Eligibility for Refunds or Replacements

We may issue a refund or replacement if:

  • The item was damaged in transit

  • The incorrect product was supplied

  • The product was unsafe or unfit for consumption on arrival

We cannot offer refunds or replacements if:

  • The product has been stored incorrectly after delivery

  • Delivery instructions were not followed

  • The issue is reported outside the 24-hour window

  • The issue relates to taste preference or change of mind

Non-Returnable Items

The following items are non-returnable:

  • All perishable food items (including meat)

  • Sale or clearance items

  • Gift cards

  • Custom or special-order products

Exchanges

We do not offer direct exchanges for perishable items.

If an issue qualifies for a replacement, we will arrange this directly with you after assessing the claim.

Refund Processing

If a refund is approved:

  • Refunds are issued to the original payment method

  • Processing typically occurs within 5–10 business days

  • Banks and payment providers may take additional time to finalise the transaction

If more than 15 business days have passed since approval, please contact
support@thehalalmeatguy.com.au

Australian Consumer Law

This policy operates in addition to your rights under Australian Consumer Law.
Nothing in this policy limits your rights where a product is faulty, unsafe, or not as described.