FILO GROCER RETURN POLICY

Handling and Freshness

All frozen products delivered by Filo Grocer are shipped directly from our freezer. Most of our frozen products are made in Australia while some came from The Philippines and has been quality checked by Filo Grocer upon receipt of our store.

·         Please freeze the products immediately upon receipt. Products must remain frozen until they are ready to be consumed.

·         Failure to report spoilage within 48 hours of receiving the order will be at the loss of the consumer.

·         Other defects (for both dry and frozen goods) must be reported within 10 days from receipt of order. We are committed to deliver only our products with the highest quality and service.

Refunds and Exchanges

We will happily provide a refund or an exchange where you have changed your mind about a product purchased from Filo Grocer provided that the product:

·         is returned to us with a receipt within 10 days of purchase;

·         is in its original condition, including with packaging; and

·         has not been open nor used and, if a perishable product, is not expired or within 3 days of expiry.

·         We do not accept returns of Frozen goods, thus this cannot be refunded.

 

Refund process

·         All items to be returned must be returned to our Sutherland Click & Collect location.

·         All refunds will be made to the original form of payment except where you have used a Gift Card to pay, in which case we will provide you with store credit to spend on Filo Grocer Online products. After you’ve returned your product to Filo Grocer and your return is processed, it may take a further 1 to 15 business days for the funds to appear in your account. This time may vary depending on your financial institution.

·         The shipping fee is not refundable if the return is for change of mind (and the product is not faulty). Customer must also pay the return shipping fee if applicable.