Returns & Refunds Policy

1. Change of mind

Because HANI Foods sells food products that cannot be safely restocked or resold once supplied, we do not offer returns, exchanges, store credits or refunds where you simply change your mind, order the wrong item, decide you no longer want the product, find a cheaper alternative, or no longer have a use for it.

This does not affect rights that apply where a product fails to meet a consumer guarantee under the Australian Consumer Law.

2. Problems with an order

If you believe a product is unsafe, defective, materially different from its description, incorrect, damaged when supplied, or otherwise fails to meet an applicable consumer guarantee, contact HANI Foods as soon as reasonably possible.

For food products, prompt contact helps us investigate product condition, storage, handling and batch records. Any requested prompt-contact timeframe is for investigation purposes only and does not remove or reduce non-excludable rights.

3. Information we may reasonably request

To verify and assess a claim, HANI Foods may reasonably request your order number, receipt or other proof of purchase; the product and quantity affected; a description of the issue and when it was noticed; and, where reasonably available, photographs of the product, packaging, label or batch information.

We may also ask about delivery, collection and storage after supply, and may ask you to keep the remaining product and packaging temporarily where this is safe and reasonably practical. A missing photograph or piece of packaging does not automatically remove a statutory right where the purchase and problem can otherwise be reasonably established.

4. Assessment and remedies

HANI Foods may reasonably assess the product and the circumstances of the claim before providing a remedy.

If a product has a major problem under the Australian Consumer Law, the consumer may be entitled to choose a refund or replacement. If the problem is minor, HANI Foods will provide the remedy required by law. Because food cannot generally be repaired in the ordinary sense, the appropriate lawful remedy will depend on the circumstances.

5. When a remedy may not be available

Subject to the Australian Consumer Law, HANI Foods is not required to provide a repair, replacement or refund for a simple change of mind, where the problem was caused by customer misuse or storage contrary to clear instructions after supply, where the customer knew about the relevant issue before purchase, or where the claim is not reasonably established after assessment.

6. Delivery, collection and customer-provided details

Please check delivery and collection information carefully. Where HANI Foods has supplied or attempted to supply the order in accordance with details and instructions provided by the customer, HANI Foods is not responsible for loss caused solely by incorrect customer information, an inaccessible delivery location, missed collection, or customer handling after supply, except to the extent required by law.

7. Cancellations and made-to-order preparation

A request to cancel or amend an order before preparation starts may be accepted at HANI Foods’ discretion. Once ingredients have been allocated, preparation has begun, or a made-to-order item has been produced, HANI Foods is not required to provide a change-of-mind refund. Separate agreed terms may apply to catering, bulk, festival or custom orders, subject to applicable law.

8. False, fabricated or misleading claims

HANI Foods takes genuine product and food-safety concerns seriously. We may maintain legitimate order, batch, production, collection or delivery and payment records for quality control, dispute resolution and fraud prevention.

A knowingly false, fabricated or materially misleading claim does not create an entitlement to a refund or replacement. HANI Foods may decline a claim where, after reasonable assessment, there is no factual or legal basis for a remedy, and may preserve relevant records to respond to payment disputes, chargebacks or suspected fraudulent activity. This does not limit a genuine consumer right under the Australian Consumer Law.

9. Refund method and duplicate recovery

Where a refund is required, HANI Foods will ordinarily refund the eligible amount to the original payment method where practicable. A customer is not entitled to recover the same loss twice through both a business refund and a successful card or payment-provider chargeback. If duplicate reimbursement occurs, HANI Foods may seek recovery of the duplicate amount to the extent permitted by law.

10. Food-safety concerns

If you believe a HANI Foods product may be unsafe, stop consuming it and contact us promptly with the product and order details and, where available, the label or batch information. Do not consume more of a product for the purpose of proving a claim.

11. Contact

Use the current contact details published on the HANI Foods website and include your order number and a concise description of the issue.