Refund policy

Returns & Refund Policy

Due to the nature of grocery and food products, Arzum Market does not accept returns or provide refunds for change of mind, incorrect selection, personal preference, or products that are no longer wanted.

For health, hygiene and food safety reasons, perishable, refrigerated, frozen, chilled, fresh and opened food products cannot be returned or exchanged.

Frozen and Chilled Products

Frozen and chilled products are available for delivery at the customer’s request. By choosing to purchase these products for delivery, the customer acknowledges and accepts that temperature changes, delays, thawing, melting or deterioration may occur during transportation, particularly for long-distance or Australia-wide deliveries.

Customers are responsible for considering the delivery distance, weather conditions and suitability of shipping before ordering frozen or chilled products. Arzum Market cannot guarantee that these products will remain frozen or chilled during transit and does not provide refunds or replacements solely because a product has thawed, softened, melted or experienced temperature changes during delivery.

Customers who do not wish to accept these delivery risks are encouraged to purchase frozen and chilled products directly from our Auburn store.

Incorrect, Damaged or Faulty Products

If you receive an incorrect product, or a product is damaged or faulty due to an issue within our control, please contact us as soon as possible and provide your order number and clear photographs. Each request will be assessed individually.

This policy does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.

Reporting an Issue

If you receive an incorrect, damaged or spoiled product, please contact us within 48 hours of receiving your order and provide your order number, clear photographs of the product and packaging, and details of the issue. Reporting the issue promptly allows us to investigate and assist you as quickly as possible.

Requests will be assessed on a case-by-case basis. This 48-hour notification request does not limit any rights or remedies available under the Australian Consumer Law.