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Refund Policy

Refund Policy of Verve Food Co.

This refund policy (“Policy”) applies to purchases from Verve Food Co., accessible at www.vervefoodco.com.au and vervefoodco.com.

  1. We offer refunds and replacements in accordance with Australian Consumer Law (“ACL”) and the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to your rights under ACL.
  2. Before completing a purchase, please read this policy so that you understand your rights and what you can expect from Verve Food Co. if you are not satisfied with your purchase.

Australian Consumer Law

  1. Our goods come with guarantees that cannot be excluded under ACL. For failures with our product, you are entitled to choose a refund or replacement. You are also entitled to have the failure rectified in a reasonable time.
  2. ACL provides a set of Consumer Guarantees which protect consumers when they purchase products and services.
  3. If ACL applies, we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency with our Policy and the ACL, the ACL will prevail.
  4. Further information about the ACL and Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

Undelivered, thawed, or incorrect meals

  1. If your purchase is not, or cannot be delivered to your nominated address, we will refund the full amount of the purchase value.
  2. If your purchase is delivered with incorrect and/or damaged contents, we will, at our discretion and/or upon agreement, replace the affected items, or refund a proportional amount or full amount of the purchase value.

Delivery and Theft

  1. Pursuant to our Delivery Policy, you give Verve Food Co. and its logistics partners the authority to leave (“ATL”). This means the delivery driver has permission to leave the package at your address.
  2. It is your responsibility to provide specific delivery instructions and/or be present during your selected delivery timeframe in circumstances where theft may occur, such as highly visible addresses, or those in high traffic areas, or unattended apartment complexes. If you are concerned with the likelihood of theft from your address, you should forego ordering from us.
  3. All risks related to theft of your package pass to you after we have delivered your package to your address. Should your package be stolen from your address, you should consider reporting the incident to the police.
  4. We retain evidence including photos and GPS coordinates of your delivered package to verify the time and location that delivery took place.
  5. We are under no obligation to issue a refund or replacement in relation to theft from your address. Verve Food Co. will not be liable for any loss or damage related to theft from your address.
  6. Requests for refund or replacement due to theft are considered on a goodwill basis only. We will always endeavour to be fair and reasonable.

115% Money Back Guarantee

  1. Our 115% Money Back Guarantee offer (“Offer”) is available to consumers who have purchased from Verve Food Co.
  2. We provide consumers the Offer as we stand by the quality of our products and expect that you will be completely satisfied with the products.
  3. The Offer applies to any of our products that you are not satisfied with, on a per-product basis. For example, if you purchased ten (10) meals and are not satisfied with one (1) of the meals, the Offer applies to the one (1) affected meal.
  4. The Offer may be claimed during the Offer period, being 18 days from the date that the product was purchased. This is to prevent or limit schemes designed to abuse the Offer (unfortunately, this does occur).
  5. To access the Offer, you must contact us by email and provide the following details:
    • Your name
    • Your Order Number
    • The products for which you wish to claim the Offer
    • The reason for claiming the offer.
  6. If you have failed to comply with our standard Terms, or in our view you are attempting to obtain a benefit from claiming the Offer for which you have no reasonable entitlement, your claim to the Offer may not be accepted.
  7. Your refund will be credited to the original payment method used to purchase the product.
  8. The Offer applies to Verve Food Co. products only and does not cover freight services.
  9. The Offer may be redeemed in relation to one (1) order per customer only. This is to prevent or limit schemes designed to abuse the Offer.

Other requests

  1. Should you wish to access a refund for any reason not listed here, please contact us by phone or email. All refund requests are attended to on a case-by-case basis and are considered in accordance with Australian Consumer Law.