Orders & fulfilment
Shipping, Delivery & Transit Policy
Clear expectations for dispatch, delivery, collection, lost parcels, transit damage and claims.
HANI products in the current range do not require refrigeration or reheating. After receipt, transfer or keep products in an airtight container in a cool, dry place away from direct sunlight, excessive heat and moisture, and follow the package Best Before and storage information. HANI’s current general quality standard is Best Before within 14 days of preparation when stored as directed; the package carries the batch-specific calendar date.
1. Delivery areas, charges and estimates
Available delivery, shipping or collection options and applicable charges are shown at checkout. Any delivery or dispatch estimate is an estimate unless HANI expressly agrees to a guaranteed date. Please review the address, contact details and fulfilment method before submitting an order.
2. Preparing and dispatching orders
Food orders may require preparation time before dispatch or collection. Larger, custom, festival or time-sensitive orders may require additional lead time. Tracking details will be provided where the selected carrier and service support tracking.
3. Customer address and contact details
The customer is responsible for providing complete and accurate delivery and contact information. If an address error is identified before dispatch, contact HANI promptly. Where an order has already been dispatched, redirection, return-to-sender or re-delivery charges may apply to the extent permitted by law.
4. Safe receipt and unattended delivery
Where a carrier permits authority to leave or safe-place delivery, customers should choose a location protected from direct sun, rain, excessive heat, moisture, animals and other contamination risks. Bring the parcel indoors as soon as reasonably practicable after delivery. HANI will assess any quality issue on its facts, including the delivery record and post-delivery handling.
5. Delivery delays
Carrier delays can occur. A delay does not automatically mean a food product is unsuitable; however, customers should check the packaging, product condition and Best Before information on receipt. If a delay is substantial or the product appears damaged or compromised, contact HANI before consuming it. Nothing in this policy excludes rights that apply under the Australian Consumer Law.
6. Lost or missing-in-transit orders
If tracking indicates that an order may be lost, contact HANI with the order number. HANI may check tracking, confirm delivery details and raise an enquiry with the carrier. If the order is confirmed lost or is not supplied within the timeframe required by applicable law, HANI will provide the remedy required by law and may otherwise offer an appropriate replacement, refund or account credit depending on the circumstances.
7. Damaged parcels or products
If an order arrives damaged, photograph the outer parcel, shipping label, internal packaging and affected product as soon as reasonably practicable. Keep the packaging and affected product where safe to do so while HANI assesses the claim or while a carrier investigation is underway. Do not consume a product if packaging integrity is compromised or the food appears unsafe.
8. Missing or incorrect items
Contact HANI promptly with the order number and details of the missing or incorrect item. HANI may check packing, batch, inventory, collection or delivery records and will provide an appropriate remedy where the claim is established.
9. Claim evidence and assessment
To assess a delivery, transit or quality claim, HANI may reasonably request proof of purchase, the order number, photographs, packaging and label information, batch/date information, tracking evidence and a description of the issue. Evidence requirements will be applied reasonably and will not be used to remove genuine rights under the Australian Consumer Law.
10. False, duplicate or misleading claims
A knowingly false, fabricated or materially misleading claim does not create an entitlement to a remedy. HANI may retain legitimate order, packing, batch, payment and delivery records to assess claims and respond to payment disputes or chargebacks. A customer is not entitled to recover the same loss twice through both a HANI remedy and a successful payment-provider reversal.
11. Local pickup and missed collection
Collection instructions and any available pickup window will be provided with the order. Customers should collect within the agreed period. If a collection is missed, contact HANI to discuss whether another collection arrangement is reasonably available. Additional preparation, storage or remake costs caused solely by a customer-requested change or missed collection may be charged where permitted by law.
12. Best Before and storage after delivery
The current HANI range is intended for ambient storage and does not require refrigeration or reheating. The batch-specific Best Before date and storage instructions on the package should be followed. Store products in an airtight container in a cool, dry place away from direct sunlight, excessive heat and moisture. Keep the container tightly closed after opening. If the package is damaged, unsealed or otherwise compromised, contact HANI before consuming the product.
13. Australian Consumer Law
This policy is intended to operate consistently with the Australian Consumer Law. Nothing in it excludes, restricts or modifies a consumer guarantee or remedy that cannot lawfully be excluded.