退款政策

***We reserve the right to verify identity or delivery details and to cancel or refund suspicious transactions.***

At Rustic Fork, we are committed to providing high-quality food and exceptional service. If you are unsatisfied with your order, we have established the following refund and replacement policies to ensure your concerns are addressed promptly and fairly.

1. Refund Policy

Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

  • Incorrect Order: If the items delivered differ significantly from what was ordered.

  • Poor Quality: If the food provided is not fresh or does not meet quality standards.

  • Delivery Issues: If the order is not delivered within the agreed time frame due to our fault.

Non-Refundable Cases

Refunds will not be issued in the following situations:

  • Change of Mind: If you decide to cancel the order after preparation has begun.

  • Customer Errors: Incorrect information provided during the ordering process (e.g., address, item selection).

  • Delays Caused by External Factors: Delays due to traffic, weather, or other unforeseen events beyond our control.

Refund Process

  • Request Submission: Customers must submit a refund request within 24 hours of receiving the order.

  • Proof Required: Photographic evidence of the issue or a description of the problem may be requested.

  • Resolution Timeline: Refunds will be processed within 5–7 business days after approval.

2. Replacement Policy

Eligibility for Replacements

We offer replacements in the following scenarios:

  • Missing Items: If any items from your order are missing.

  • Incorrect Items: If the wrong items are delivered.

  • Quality Concerns: If the food does not meet acceptable quality standards.

Replacement Process

  • Request Submission: Customers must notify us within 6 hours of delivery to request a replacement.

  • Proof Required: Evidence, such as photos of the incorrect or poor-quality item, may be requested.

  • Delivery of Replacement: Replacement items will be delivered as quickly as possible, subject to availability.

3. How to Request a Refund or Replacement

  1. Contact Us: Email us via info@rusticfork.com.au

  2. Provide Details: Include your order number, a description of the issue, and any supporting evidence (photos, receipts).

  3. Resolution Confirmation: We will confirm the next steps after reviewing your request.

4. Additional Notes

  • Custom Orders: Refunds or replacements for custom orders will be evaluated on a case-by-case basis.

  • Catering Events: For large events, issues must be reported immediately during the event for resolution.

Contact Information

If you have any questions about our policy or need assistance, please reach out to us:

  • Email: info@rusticfork.com.au

We value your feedback and strive to continuously improve our service. Thank you for choosing Rustic Fork!