We’re Grocerykart Pty Ltd (Australian Company Number 620 841 830), a company registered in Australia (Regd. Addr. Level 1, 9-11 Grosvenor Street Neutral Bay NSW 2089), trading as Tasteville. We are based in New South Wales Australia.
Our Return and Refund Policy needs to be read in conjunction with our Terms and Condition.
Return and Refund Policy
Customer Satisfaction is important to all of us at Tasteville. We will do our very best to ensure you are satisfied with your interactions with Tasteville. This Return and Refund Policy aims to cover situations where the item might need to be returned or a refund need to be provided to you.
Your Rights and Consumer Guarantees
All purchases from Tasteville, come with consumer guarantees as mandated by Australian Consumer Law. This applies to ‘items on sale’ as well. This policy does not supercede your rights set within the Australian Consumer Law.
Exceptions to Consumer Guarantees
However, please note, consumer guarantees do not apply if you got what you asked for but simply changed your mind, decided you did not like the purchase or had no use for it; misused a product in any way that caused the problem; knew of or were made aware of the faults before you bought the product, asked for something to be done in a certain way against our advice or were unclear about what you wanted.
In addition, please also note, rights to a replacement, refund, or compensation do not apply to items, if you plan to on-sell or change so that you can re-supply as a business.
How we consider refund and/or return claims
When it comes to refunds and/or returns, we assess each enquiry on a case by case basis. Depending on the case you might be entitled to a replacement, voucher code, store credit or refund. This refund policy does not apply to goods which have been opened, used or damaged after delivery, or if any attempt has been made to alter the product.
Time limit on refund and/or return claims
If for any reason you receive a delivery in error, you must contact our Customer Experience Team on customerexperience at tasteville dot com dot au within 14 days of orders being placed. For more information, please refer to our Terms and Conditions.
Failure to adhere to the terms and conditions of Tasteville will prohibit any refunds or credits being issued to the Customer.
How to get started on the process
For any delivery or meal issues or feedback, please contact our Customer Experience Team on customerexperience at tasteville dot com dot au. Photos of the meal and / or delivery are required to assist in our investigation. For minor complaints, a voucher code may be offered in lieu of a refund.
Shipping costs applicable to you on a refund and/or return claim
When we advise you to return the product to us, you will be required to bear a nominal shipping cost of returning the item to us, which need to be paid beforehand to us, before we arrange for the return. We will provide you with instructions on how to make this payment. Due to the nature of the ready meals being temperature controlled deliveries, they cannot be safely returned, once delivered. Our Customer Experience Team will advise on the next steps related to an incorrect or missing ready meal delivery.
Timeframes applicable to your claim
Please note that processing refunds and returns will take time, and we request for your patience during this period. We endeavour to process refunds and replacements within 28 days of receipt by us of the original product, however, depending on your item, and individual scenario, this may take longer.
Your responsibility to return the item safely
Where you are required to return an item, you will be required to pack the product safely to avoid damage during transit. For all change of mind returns (excluding ready meals and other temperature sensitive products), you will be required to return the item as an unopened package. You will also be required to affix the Return Merchandise Authorisation (RMA) label (where applicable) to the outer box before shipping it to us promptly.
What we do, once we receive the item related to your claim
Where you are required to return an item, once an item is returned to us, we will either inspect your goods and investigate any claimed defect or, where we believe it is applicable, provide a remedy, in relation to your goods. If we do not believe a remedy is applicable upon inspecting your goods, we will reject your claim and return your goods to you. In such cases, you must cover the cost of return shipping in order to resend the goods we have rejected on inspection, back to you. We will provide you with instructions on how to make this payment.
Process and terms when a refund or a store credit is applicable
We may choose to provide a refund or a store credit, on a case by case basis. Where we choose to provide a store credit, which you can use the store credit against future purchases. Shipping costs/charges are one-off expenses and cannot be refunded. Where we decide to provide you with a refund, it will be issued using the payment method used for purchase originally.
Process and terms when a replacement is applicable
In some other circumstances, we may choose to provide you with a replacement for the product at our own cost. A replacement product may be the exact product depending on stock availability or a like-for-like product if exact product stock is no longer on being sold by us, or if stock is unavailable and if we foresee stock unavailability in the near term. Should you wish not to accept a replacement, we will provide you with a store credit by way of a voucher, which you can use against future purchases. You will not be credited with a prorated shipping fee in this case.
Specific terms related to change of mind returns
For change of mind returns related to products (excluding ready meals and other temperature sensitive products) that have been delivered, if the product is unopened but the packaging is tampered with or damaged in any way that would affect the restock and re-sale value, you will not be eligible for a replacement, and we may choose to provide you with a refund or store credit of reduced value than what you had spent on purchasing the item originally. Unlike, other stores, we do not charge you a restocking fee or returns-handling fee, for change of mind returns. We only request for the item to be returned in the same condition it was shipped. Please do keep in mind that where our Customer Experience Team arranges for returns, they will incur a nominal shipping cost of returning the item to us, which need to be paid beforehand to us, before we issue a Return Merchandise Authorisation. We will provide you with instructions on how to make this payment.
All claims need to comply with this policy
By confirming your order with Tasteville, you acknowledge and agree to comply with any aspect of the returns process specified as above. Please note that any items returned to us without authorised by our Customer Experience Team or returned without an RMA number will not be accepted or considered against our Returns and Refunds Policy, and you may not be able to successfully claim against our Returns and Refunds Policy to your satisfaction.