Refund policy

Metro Fresh Findon Refund and Return Policy

At Metro Fresh Findon, we are committed to providing the highest quality fresh produce for our customers. We understand that you may have concerns or questions about your order, and our team is here to assist. Please review our Refund and Return Policy below for details on how we handle cancellations, refunds, and returns for your online orders or store purchases.

Should you have any problems relating to your purchase, please contact us within 24 hours of delivery of your goods, at which time we will attempt to resolve your issue within a reasonable period of time. Any accepted refunds will be processed via the original method of payment allowing up to 2 business days.

Cancellation Policy

To amend or cancel your order, you must do so at least 24 hours before the intended delivery or pick up date. Please contact our Metro Fresh Findon team at (08) 8356 7763 to make any changes.

  • Orders cancelled 24 hours prior to the intended delivery date will incur an administration fee of 10% of the total order value.
  • If your order has already been prepared for distribution or pick up but has not yet been delivered, we can cancel the order, but no refund will be issued. Instead, a 50 % credit note for the full purchase amount will be provided for future use with Metro Fresh Findon.
  • If the order is an item that cannot be re sold such as a gift or platter no refund can be issued

Refund Policy

Due to the perishable nature of our products and produce, we are unable to accept returns or offer refunds except under specific circumstances. Please review the following guidelines:

  • Fresh Produce: Unfortunately, we cannot accept returns or refunds for fresh produce once it has been delivered, as these items are perishable
  • Incorrect or Damaged Items: If you receive an incorrect order or damaged produce, please contact us immediately. We will ask for a photo of the damaged items and arrange a suitable resolution.
  • Special Orders: If you have ordered specific produce such as products we don’t usually stock, gift baskets or platters these items will not qualify for a refund

Special Considerations

We understand that each order is unique, and the quality of fresh produce can vary depending on seasonality and availability. If you have concerns about your purchase, please contact us directly. We are happy to help resolve any issues you may have.

Please contact us via phone at (08) 8356 7763 or email us at findon@metrofresh.com.au. When contacting us, please provide the following details:

  • A photo of the item(s) in question
  • Date and time of purchase
  • Order or receipt number
  • Method of purchase
  • Amount paid

Once this information is submitted, we will investigate your concerns in accordance with this policy. A range of resolutions may be available, depending on your specific situation.

Delivery Errors and Redelivery

Please ensure that the delivery details you provide are correct. We cannot offer refunds for orders where incorrect delivery details were provided. If an order needs to be redelivered due to incorrect information, you may be charged an additional delivery fee.

Delivery Access and Conditions

  • Gates or Restricted Access: If we are unable to access the property due to gates or other restrictions, we will return the order to our store at Findon. You will be notified and will need to organise a pick-up, or we can arrange a re-delivery for an additional fee.
  • Hot Weather Conditions: In the event of extreme heat, if advised by our team, we may need to return your order to our Findon store to ensure the quality of the produce. You will be notified to arrange for a pick-up.
  • Order Left at the Door: If you have requested your order to be left at the door in hot weather conditions, please note that Metro Fresh Findon cannot take responsibility for any damage to the produce due to the weather.

Order Alterations or Cancellations After Delivery

Once an order has been delivered or picked up, we are unable to accept cancellations or alterations. Due to the nature of perishable goods, no returns or exchanges will be offered after the product has been delivered.