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 Foods 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 delivery has been made to the nominated or stipulated delivery location as per checkout delivery instructions.

If you will not be home for delivery, please inform sales staff, and arrangements will be made to leave your order at your front door if it is safe to do so.

Delivery Fee:

• Metro: $10.00
• Regional: $15.00
• Toowoomba: $45.00

All orders must be received by 4:00pm, 4 business days prior to your set delivery day:

• Brisbane CBD & Surrounds – Tuesday
• Southern Brisbane/Logan – Wednesday
• Northern Brisbane (Deception Bay, Redcliffe area) – Tuesday
• Sunshine Coast (Morayfield to Buderim) – Friday
• Gold Coast (Yatala to Coolangatta) – Wednesday
• Eastern Suburbs – Thursday
• Ipswich – Wednesday
• Toowoomba – Thursday

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 or 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 as 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.

Orders in QLD can be cancelled 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.

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 the 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 the 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 (i.e., change of delivery day);
3. Any other fees and charges set out in these terms and conditions.

Minimum order amount: $100
Free shipping over $200 for metro and regional areas only (Toowoomba delivery fee remains $45 even if they spend $200).

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