Refund policy

Deliveries Returned to Us

Reasons for Returns:

a. A card was left, but the recipient did not pick up the parcel from the post office.
b. The recipient is not known at the address or has moved.
c. Address details are incorrect or insufficient.
d. The recipient was in a hospital or hotel and has been discharged or checked out.

Redelivery Policy:

Parcels cannot be redirected while in transit. They need to be returned to us before being sent to a new or corrected address.
Notification:

We will inform you via email or phone call within 48 hours of the parcel being returned to us.

Redelivery Fee:

An applicable re-delivery fee will be charged to facilitate delivery to the same or an alternative address if the address provided was incorrect.

Errors on Our Part:

If the return was due to our error, no re-delivery fee will be charged.
Order Cancellation:

Orders cannot be cancelled once they have been prepared and dispatched.

Refunds on Returns:

On returns, we can only credit the credit card used for the original purchase, less the postage and handling fee. Please allow 2-3 working days for the refund to be processed after the product has been received by us.

Returning or Exchanging Products by Mail

Notification:

Notify our team at info@auntiehongfoods.com.au of your intention to return the product(s). Include the product name, quantity, reasons for return, and photographs if the product was faulty or damaged.

Return Authorisation:

We’ll provide a return authorisation and any special instructions. Pack and seal the product securely, using original packaging if possible, and include a copy of the original Tax Invoice or Packing Slip.

Return Address:

Send returns to:
Auntie Hong Foods
18 Geddes St
Spring Farm NSW 2570

Assessment of Returns:

Each return request is assessed individually. Depending on the reason for return, a decision will be made regarding a refund (less postage and handling) or an exchange.