Refund policy

Because of the cost of the order preparation, including stock keeping, staff working, we currently refuse the return of products except major quality issues with the products. Therefore please choose products carefully.


You can always contact us for any question at customer.service(at)premiumco.com.au 

 

Order Item swapped for substitution
In order to dispatch your order faster, sometimes we will automatically exchange some products for you when the product you ordered is temporary out of stock. The substitution will be the same thing and same use with similar price and different brand, or will change to other products you ordered. Placing an order with us means you allow the substitution. Please leave us a note, or contact our customer service team if you don’t want substitution with your purchase. 

Avoid Substitutions
If you don't like that any unavailable items in your order are substituted please enter a note in the cart page or contact our customer service team directly via email to customer.service(at)premiumco.com.au We will add your customer account to a list which avoids you from any substitutions for future orders. Any unavailable items will be refunded.

24 Hour claim policy
If you receive your order and some of the products are missing. Please contact us within 24 hours from the time you received the products. Premium Co Groceries is reserving its rights to not issue refunds or credit after the 24 hours have past. Please take a photo as soon as you open the box/parcel and realise something missing (with all items staying in the original box/parcel). If no photo proof provided, we will follow up the order according to our warehouse record.
We appreciate for your cooperation and understanding.

Frozen/Chilled products delivery

We prepare all the frozen and chilled products just before departure, and make sure they are in suitable condition when delivered. Please pick up your orders as soon as possible or leave delivery instruction for the frozen/chilled products. We don't offer any refund/exchange for the melted products which caused by late collection.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We might ask you to take a picture of the damaged item to confirm that it is damaged.

The weight of Fresh Meat and Vegetables can vary from the weight shown at the website.

Please be mindful when ordering products such as chocolate and candy which can easily melt during the warmer months, and canned drinks/food which may be easily deformed during the delivery. As per the above, we don't do refund or return for those kinds of items. 

Please note that we do not offer return or refund if you feel the product tastes strange. Please only buy the products if you know you like them or are willing to try them. If you believe the product you received has gone off, please contact the manufacturer/importer directly, otherwise you will need to return to us by yourself for refund.

 

Exceptions / non-returnable items

Items on promotions or specials are not eligible for any return. Exemptions here if the item was damaged or has quality issues. Certain types of items cannot be returned, like perishable goods (such as fresh food, frozen food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Please note that flash sale items maybe close to the expire date and we cannot accept returns and refunds on sale items.

We do not accept the return of gift cards.

Shipping fee is not refundable for missing items.

Items have short expiring dates or passed BBD

Due to the current situation, most products already have short dates when recieved from Japan. Therefore we cannot take any responsibility for short expiring dates.

Some of items are accidentally passed the BBD but still in good condition, they are safe to consume (Refer to the Food Standards https://www.foodauthority.nsw.gov.au/food-labelling/stay-safe/date-marking-storage-labelling#:~:text=It%20is%20illegal%20to%20sell,sliced%20ham%20and%20shaved%20meats.&text=A%20'best%20before'%20date%20means,not%20damaged%2C%20deteriorated%20or%20perished. 

 

Exchanges

The fastest way to ensure you get what you want is to bring the item you would like to exchange into our store. We only accept exchanges to items with the same price.

 

Cancel Order 

To ensure a faster shipping experience we are unable to cancel your order once it has been placed.

 

Change of address or invalid address

We are unable to change your address after you placed the order. If you enter the wrong address at the checkout and we or one of our courier partner is unable to deliver your order we are unable to refund you the amount you paid for the order. 

 

When shopping with us, you agree to comply with and be bound by, our terms and condition & all our policies. If you do not agree with our conditions & policies advised, then you must not use our services.