Refund policy

Thank you for shopping at ARC Asian Grocer. We take great pride in the quality and freshness of our products. Due to the perishable nature of most of our goods, we have a strict policy regarding returns and refunds. Please read the following policy carefully before making a purchase.

1. Our Policy on Perishable Goods (Food & Beverages)

For health, safety, and hygiene reasons, we generally do not accept returns or offer refunds for perishable grocery items once an order has been shipped and delivered. This includes, but is not limited to:

• Fresh produce (vegetables, fruits, herbs)
• Frozen meat and seafood
• Dairy products and eggs
• Prepared foods and meals
• Any product with a passed "best-before" or "use-by" date after delivery

2. Eligibility for Returns & Refunds

We will only accept returns and issue refunds or replacements under the following specific circumstances:

• Damaged or Spoiled Upon Delivery: If your items arrive damaged (e.g., broken jars, crushed packages) or already spoiled (e.g., bloated dairy packaging, foul odor), you must contact us within 24 hours of delivery. We will require photographic or video evidence to process your claim.
• Incorrect Item Received: If you receive an item you did not order, please notify us within 48 hours of delivery. We will arrange for a return label if necessary and will ship the correct item at no extra cost or provide a full refund for the incorrect product.
• Non-Perishable & Shelf-Stable Items: Unopened, non-perishable items (e.g., canned goods, dry noodles, sauces, snacks in sealed packaging) may be returned within 14 days of delivery for a refund or store credit, provided they are in their original, saleable condition.

3. The Return Process

Step 1: Contact Us
To initiate a return, please contact our customer service team at supports@arcasiangrocer.com.au or through our 0411 150 811 within the specified timeframes above. Please include:

• Your order number
• The product name and the issue
• Clear photographs or a short video clearly showing the problem

Step 2: Assessment & Approval
Our team will review your claim and inform you of the approval or rejection of your refund/replacement request within 3-5 business days.

Step 3: Shipping the Return (If Applicable)
If your return is approved and requires the physical product to be sent back (for non-perishable/wrong items), we will provide you with a prepaid return shipping label and instructions. Please do not ship returns back to us without prior authorization, as they will not be accepted.

4. Refunds

Once we receive and inspect the returned item (if required) and approve your claim, we will immediately notify you via email.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of business days (typically 5-10 days, depending on your card issuer's policy).
  

5. Sale Items

Only regular-priced items may be refunded. Unfortunately, items purchased on sale or clearance cannot be refunded.

6. Exchanges

We only replace items if they are defective, damaged, or if you received the wrong item. If you need to exchange it for the same item, please contact us using the process above.

7. Questions & Contact Information

If you have any questions about our Returns and Refunds Policy, please do not hesitate to contact us:

• Email: supports@arcasiangrocer.com.au
• Hours: Mon-Fri, 9 am - 5 pm