Nu FOODS SATISFACTION GUARANTEE

We’ve spent a bit of time ensuring our meals at Nu Foods are as delicious as possible and it matters to us that you feel the same. Simply get in touch with us at 07 3274 5000 or orders@nufoods.com.au and tell us what the issue is and we can either organise a replacement product or a refund for the product in question. Please note our Nu Food Satisfaction Guarantee is only for genuine concerns relating to the satisfaction of the product and service so your honesty is appreciated.

The satisfaction guarantee covers Nu Foods products only. We reserve the right to request additional information such as photos and refuse a request for a return/refund policy if we believe a customer is abusing the policy.

For more information on refunds, please refer to our refund policy.

PLACING AN ORDER FOR PRODUCTS

You may order products over the phone or by selecting and submitting your order through the Site in accordance with these terms and conditions.

Any order placed through this Site for a product is an offer by you to purchase the particular product for the price notified (including the delivery and other charges and taxes) at the time you place the order.

We may ask you to provide additional details or require you to confirm your details to enable us to process any orders placed through the Site.

By placing an order, you agree to provide us with current, complete and accurate details when asked to do so by the Site.

DELIVERY OF PRODUCTS

You agree to comply with the delivery requirements specified below and such other requirements that we notify you of when placing your order through the Site:

You agree to provide us with complete and accurate information to enable us to fulfil your order that we have accepted. We will aim to deliver on the date we have specified. However, if an event occurs that is beyond our reasonable control, then we may not be able to do so, and will not be liable to you or any other person for any such delay. In this instance, we will endeavour to provide you with notice of such delay as soon as reasonably possible.

Our standard procedure is to deliver the products to the front door at the relevant Delivery Address if we deem the premises safe and secure. If you ask us to deliver inside a premise or building at the Delivery Address and we agree to do so, then you are responsible for all loss or damage suffered by us in connection with our delivery of the products beyond the front door of the Delivery Address.

If you are not present at the nominated Delivery Address when delivery is made our drivers will place the box at the premise in a safe and secure location. Nu Foods accepts no responsibility for loss or damages to any product after which delivery has been made to the nominated or stipulated delivery location as per checkout delivery instructions.

ACCEPTANCE OR REJECTION OF AN ORDER

We reserve the right to accept or reject your order for any reason, including if the requested product is not available, if there is an error in the price or the product description posted on the Site or in your order.

Each order placed for products through the Site that we accept results in a separate binding agreement between you and us for the supply of those products. For each order accepted by us, we will supply the products in that order to you in accordance with these terms and conditions.

If we reject an order placed through the Site, then we will endeavour to notify you of that rejection at the time you place the order or within a reasonable time after you submit your order.

CANCELLING AN ORDER

There may be instances where we need to cancel any part of an order (including any orders that we have accepted) without any liability to you for that cancellation at any time if

The products you have ordered are not available; or

If there was an error in the price or description of our product listed on our Site in relation to the relevant product in that order; or

That order has been placed in breach of these terms and conditions.

If we do so, then we try our best to provide as much notice a possible of that cancellation, and will not charge you for the cancelled order if we cancel it before the delivery date or if you are not at fault or in breach of these terms and conditions.

You may cancel an order if prior than the below cut off times:

VIC/NSW/SA/QLD/TAS/ACT

Cancellation of an order will be accepted up to 48 hours after the Tuesday 4.00pm (AEDT) order cut-off time.

If a cancellation or a change is made after this window, a $5.00 processing and administration fee may be charged to the customer.

We understand that sometimes things pop up that are out of our control and we will always try to make your experience with Nu Foods the best it possibly can be. So, if you need any further clarification please get in touch with our customer service team regarding your cancellation request on 07 3274 5000 or orders@nufoods.com.au 

FEES AND CHARGES

We will charge you, and you agree to pay, the following fees and charges in relation to an order that we accept (as applicable):

• 1. The purchase price of each product inclusive of delivery fee that is ordered;
• 2. The cancellation and processing fee of $5.00 for an order that is cancelled due to a change in customer’s mind, or through a breach and incorrect use of store coupons or vouchers, which will be deducted from the refunded amount; or for an order that is changed (ie. change of delivery day)
• 3. Any other fees and charges set out in these terms and conditions.

All fees and charges identified in these terms and conditions and all prices for the products include GST where applicable.

The purchase price of each product is shown on the menu list on the Site at the time you place your order.

You acknowledge that:

• 1. Minimum order requirements on the Site may differ depending on the postcode you have selected (for example, the minimum order price in Sydney may differ to the price for that same order in Melbourne).

Prices for products change from time to time and we do not provide any notice of these changes. Subject to these terms and conditions, once we have accepted your order, we will not change any prices that apply to the products in that order. If:

• 1. A product that you have ordered is not available and we have not provided you with a substitute; or
• 2. You cancel an order we will provide you with a refund back within 3-5 business days to your card of purchase to the value of the products that were not supplied to you.

PAYMENT METHODS

You must pay the fees and charges online using the online payment methods below:

We accept the following credit cards:

• 1. Visa; Visa Debit
• 2. MasterCard; MasterCard Debit

If we are unable to successfully process your credit card payment for your order that is accepted by us, then we may notify you of dishonour and cancel your order.

We also accept direct bank transfers, but this has to be followed by a receipt of payment emailed to orders@nufoods.com.au with the order reference number in order to confirm the order.

And in certain circumstances we may accept orders via telephone following the set up of an online account.

If we are unable to successfully process your credit card payment for your order that is accepted by us, then we may notify you of dishonour and cancel your order.

We will provide you with a receipt at the time of delivery which specifies the total fees and charges for the products in the order and the out of stock products including the dollar value refunded to your card of purchase.

SUBSTITUTION OR MISSING ITEMS IN DELIVERY

You acknowledge that a product that you order may be out of stock or temporarily unavailable. If this happens, then we will not be able to provide you with that product.

If you select the substitute option for some or all of your products in an order, then we will endeavour to provide you with a substitute product:

• 1. When the product you have selected is not available; or
• 2. If we are not able to supply the product that you have selected to you.

We aim to select substitute products that are of similar value and quality, but we reserve the right not to provide you with a substitute product even if a suitable substitute product is available.

We provide you with an option to obtain a substitute product for most products.

If selected by you, then we will endeavour to provide you with a substitute product where the price for that substitute product is of equal or greater value than the product you selected. If so, then we will charge you the price of the product you ordered rather than the price of the substitute product.

If there are missing items from your delivery, then you should check the receipt that we provided to you to determine if the missing product is marked as out of stock. If so, then we:

• 1. Will provide you with a credit for the products that were not supplied to the credit card used to make the purchase.

In all other circumstances, you must contact us on 07 3274 5000 during Office Hours within 24 hours of the delivery time and we will take steps to verify and confirm any such missing items. Once we are reasonably satisfied that the item was not delivered to you, then we will (at your option): (i) provide you with a credit to your relevant card account within 3-5 business days for the products that were charged but not delivered to you; or (ii) arrange for a re-delivery of the missing item at an agreed time.