退款政策
Account Details
When purchasing a product from our website, you are responsible for ensuring your account details are up-to-date. If your details change, contact us to modify the information. Errors in delivery or transaction processing due to outdated account details are not the responsibility of Gram Sustainable.
Refund Policy for Online Purchases
Gram Sustainable works hard to ensure you receive high-quality products. If you receive an incorrect or damaged product, you must notify us within 48 hours of receiving the delivery. Please provide a photo of the damaged or incorrect item and proof of purchase. In some cases, the product may need to be returned before a refund or replacement can be processed. Return shipping costs are the responsibility of the customer.
For items damaged due to courier mishandling, Gram Sustainable is not liable once the package has been transferred to the courier. However, we will assist in filing a claim with the courier to seek compensation for loss or damage.
Melted Goods
Some products, especially chocolate or heat-sensitive items, may melt during transit, particularly in warmer months. Gram Sustainable is not responsible for items that melt during shipping, as this is beyond our control. By purchasing these items, you acknowledge and accept the risk of melting, and no returns or refunds will be provided for melted goods.
Refund Policy for In-Store Purchases
Due to our packaging methods and the nature of handling, we do not accept returns for in-store purchases due to change of mind or mistaken purchases. An exchange can be requested if the product is returned within 48 hours, in its original condition, and accompanied by a receipt.
If a product purchased in-store is faulty, we will provide a refund or exchange within 48 hours of the purchase, with the original receipt.
Missing Items
If an item is missing from your delivery and you haven’t been informed that it’s out of stock, please notify us within 48 hours of receiving the order. You must provide a copy of your invoice for a full refund or store credit. We encourage customers to check their delivery against the invoice upon receipt. Once the 48-hour period has passed, refunds or credits for missing items will not be issued.
Perishable Items
Perishable items such as milk, juice, eggs, and other cold chain products are only available for local Melbourne delivery. We do not ship perishable items interstate. If you coordinate your own cold chain courier, all costs and arrangements are the responsibility of the customer.
If you delay pickup of a perishable order (Click & Collect), Gram Sustainable is not responsible for any quality degradation that occurs as a result of the delay. No refunds or replacements will be issued if perishable items are affected by delayed pickup or mishandling.
Cancellation and Order Changes for Online Purchases
If you need to change or cancel your order, contact us immediately after placing it. We process orders quickly, so cancellations or changes must be requested as soon as possible. Once an order has been processed, cancellations may not be possible. If a cancellation request is accepted, a full refund will be issued, excluding any fees incurred.
Packaging for Shipping
We take great care in packaging our products to ensure they arrive safely. However, once the order is handed over to the courier, Gram Sustainable is not responsible for any damage during transit. We encourage customers to provide detailed delivery instructions to avoid leaving packages outdoors for extended periods, as we cannot take responsibility for damage or theft after delivery.
Gift Voucher Terms
Gift vouchers are not refundable and cannot be exchanged for cash. They are valid for three years from the date of purchase.
Changes to Terms and Conditions
Gram Sustainable reserves the right to make changes to our terms and conditions. Changes will come into effect once updated on our website.