Returns and Refund Policy

We want every order to arrive right. If something isn't right, tell us and we'll fix it.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy explains how we handle problems in practice. It does not limit those rights.

Problems we will always fix

Contact us if an item is:

• Incorrect: not what you ordered.
• Damaged: for example a broken jar or split bag.
• Missing: paid for but not delivered.
• Expired or unsafe: past its use-by or best-before date at delivery, or unsafe to eat.
• Not of acceptable quality: including perishable or frozen items that arrive thawed or spoiled.

We'll offer a refund to your original payment method or a replacement on your next delivery, whichever you prefer.

How to report a problem

1. Go to My account → Orders, open the order and choose Report a problem, or email renasiangrocery@gmail.com with your order number.
2. Tell us what's wrong. A photo of damaged, spoiled or incorrect items helps us resolve things quickly, but it isn't required to exercise your rights.
3. Please report problems with perishable and frozen items within 48 hours of delivery where possible, so we can investigate with our supplier. Other problems can be reported at any time within a reasonable period.

You don't need to return unsafe or spoiled food; please dispose of it safely.

Change of mind

Change-of-mind returns are at our discretion and are separate from your statutory rights. We can accept unopened, non-perishable items in original condition within 14 days of delivery. We can't accept change-of-mind returns for perishable, chilled or frozen products, or for opened food, for food-safety reasons. Return delivery costs for change-of-mind returns may apply.

Refunds

Approved refunds go back to your original payment method. We process refunds straight away on our side; your bank may take 5–10 business days to show them. Ren Rewards points earned on refunded items are reversed, and points you redeemed on a fully refunded order are returned to your account.

Contact us

Ren Asian Grocery, Gledswood Hills NSW 2557 Email: renasiangrocery@gmail.com

Last updated: 5 October 2026