Delivery & Refund Policy

Quick Navigation

1. Delivery Service Overview
2. Delivery Windows and Scheduling
3. Customer Responsibilities for Delivery
4. Authority to Leave (ATL)
5. Failed Delivery
6. Delivery Fees
7. Refunds and Returns
8. Order Cancellations and Changes
9. Product Freshness and Quality Assurance
10. Force Majeure and Service Disruptions
11. Contact and Customer Support
12. Policy Changes

1. Delivery Service Overview

1.1 Delivery-Only Business Model

Waqiah Foods does not operate physical retail stores or offer pickup services. All orders must be delivered to a nominated address. We cannot accommodate:

• Click-and-collect or pickup requests
• In-store shopping or browsing
• Delivery to PO boxes or parcel lockers (perishable goods require residential/commercial addresses)

1.2 Service Area

We currently deliver across Victoria (metro and regional areas). Coverage and available dates depend on postcode, product mix, and operational capacity. Coverage includes:

• Metropolitan Melbourne: Most suburbs within the Greater Melbourne area
• Regional Victoria: Regional centres and towns serviced directly or via courier partners, subject to checkout availability

Service area is determined by postcode. Availability may change based on demand, operational capacity, and courier partnerships. We reserve the right to expand or restrict service areas at our discretion.

You can verify delivery availability by entering your address during checkout. If your postcode is not serviced, we will notify you before order confirmation.

1.3 Delivery Methods

We provide delivery through:

• Own fleet: Company drivers for metro areas (faster, more direct control)
• Courier partners: Trusted third-party couriers for regional and extended areas
• Cold-chain handling: Insulated packaging, ice gel packs where needed, and refrigerated or controlled transport where applicable

2. Delivery Windows and Scheduling

2.1 Delivery Dates and Windows

Available delivery dates, and any available delivery windows, are shown at checkout based on your postcode, zone, basket, and operational capacity.

• Metro Victoria: Delivery dates are usually more frequent
• Regional Victoria: Available dates may be more limited and delivery windows may be broader
• Special or pre-order items: Some ranges have specific order cut-offs and release dates shown on the product page, in banners, or at checkout

2.2 Delivery Timing Disclaimer

Important: Delivery windows are estimates, not guarantees. Actual delivery times may vary due to:

• Traffic congestion, roadworks, or accidents
• Weather conditions (rain, storms, extreme heat)
• Route optimization and multi-drop efficiency
• Address access issues or incorrect directions
• High order volumes during peak periods
• Unforeseen operational disruptions

We commit to:

• Communicate proactively if significant delays are anticipated
• Provide tracking or status updates where available
• Do our best to meet scheduled windows

We are not liable for losses, damages, or inconvenience arising from delivery delays outside our reasonable control.

2.3 Delivery Days and Lead Times

Delivery days and lead times depend on your location and product selection:

• Metro areas: Typically next-day or 2-day delivery
• Regional areas: May require 2-4 days depending on distance
• Special products: Some items have longer preparation times (pre-order, bulk cuts)

Available delivery dates are shown at checkout. We do not offer same-day delivery at this time.

2.4 Delivery Exclusions and Restrictions

We do not deliver:

• On major public holidays and Eid (deliveries paused)
• During extreme weather or natural disasters (safety first)
• To addresses deemed unsafe or inaccessible
• To postcodes outside our service area

Schedules for major public holidays and Eid will be communicated on the website and via email to affected customers in advance.

3. Customer Responsibilities for Delivery

3.1 Accurate Address Information

You are responsible for providing complete and accurate delivery information:

• Street address, suburb, state, and postcode
• Unit/apartment number (if applicable)
• Building or complex name
• Gate codes, intercom numbers, or access instructions
• Delivery notes for difficult-to-find locations
• Working contact phone number

Failure to provide accurate information may result in failed delivery, re-delivery fees, or order cancellation.

If you notice an error in your delivery address after placing an order, contact us immediately. We will attempt to correct it if the order has not yet been dispatched.

3.2 Availability During Delivery Window

You must either:

• Be available to receive the delivery during your scheduled window, or
• Arrange Leave Safe (Authority to Leave, ATL) with clear instructions (see Section 4)

If you will not be available:

• Set up Leave Safe during checkout or contact us in advance
• Ensure someone else is available to receive the delivery
• Provide access instructions if needed (key under mat, call neighbor, etc.)

3.3 Prompt Receipt and Refrigeration/Freezing

Critical for food safety: Our insulated packaging helps maintain temperature during transit and handover, but it is not a substitute for prompt receipt and refrigeration or freezing by the customer.

• Chilled products: Refrigerate at 0-4°C as soon as possible after delivery
• Frozen products: Place in freezer (-18°C or colder) as soon as possible after delivery
• Do not leave perishable items at room temperature or unattended for longer than necessary
• If Leave Safe is used, you must retrieve your order as soon as reasonably possible and ideally within 1 hour of delivery
• Please ensure someone can receive and refrigerate or freeze your order within 1-2 hours of delivery

We are not responsible for spoilage or quality issues resulting from delayed collection, delayed refrigeration/freezing, or customer storage failures after delivery.

3.4 Inspection on Delivery

You should inspect your order upon delivery:

• Check that all items are present
• Verify items are cold/frozen as appropriate
• Look for any obvious damage or packaging issues
• Report issues within 24 hours (see Section 7)

Acceptance of delivery implies the order was received in satisfactory condition unless you notify us of issues within the reporting window.

4. Leave Safe (Authority to Leave, ATL)

4.1 What is Leave Safe (ATL)?

Leave Safe (Authority to Leave, ATL) allows our driver to leave your order at a specified location without requiring someone to be home. This is convenient but carries responsibilities.

4.2 How to Set Up Leave Safe (ATL)

You can authorize Leave Safe by:

• Selecting Leave Safe (ATL) option during checkout
• Providing specific instructions (e.g., “Leave on covered front porch”, “Place in garage”)
• Contacting us before delivery to add Leave Safe to your order

Leave Safe instructions should specify:

• Exact location (porch, garage, side door, etc.)
• Any protective measures (cover with provided insulated bag, place in shade)
• Access details if needed (gate code, entry method)

4.3 Leave Safe (ATL) Conditions and Risks

When you authorize Leave Safe:

• You accept responsibility for the order once it is delivered to the specified location
• We will photograph the delivery location as proof of delivery
• You are responsible for promptly retrieving and refrigerating/freezing items
• We are not liable for theft, damage, spoilage, or animal interference after delivery
• Weather-related spoilage (extreme heat, rain) is your risk if Leave Safe is used

4.4 When We May Refuse Leave Safe

Our driver reserves the right to refuse Leave Safe delivery if:

• The specified location is unsafe for perishable food (direct sunlight, extreme heat, no shelter)
• The location is insecure or poses theft risk (public footpath, unlocked area)
• Weather conditions threaten product integrity (heavy rain, extreme temperatures)
• Location cannot be found or accessed as described
• Driver safety concerns (aggressive animals, hazardous environment)

If Leave Safe is refused, the driver will attempt to contact you. If unsuccessful, it will be treated as a failed delivery (see Section 5).

4.5 Leave Safe Proof of Delivery

For Leave Safe deliveries:

• Driver will photograph the delivered items at the specified location
• Photo timestamp serves as proof of delivery
• You may receive an SMS or email notification when delivery is complete
• Delivery is considered complete when items are left per your instructions

5. Failed Delivery

5.1 What is a Failed Delivery?

A delivery fails when our driver cannot complete delivery due to:

• No one home: No answer at door/intercom and no Leave Safe authorization
• Incorrect address: Address does not exist, wrong unit number, incomplete details
• Access issues: Locked gate, no access code, building restrictions, unsafe location
• Customer unavailable: Phone number not working, customer cannot be contacted
• Refused delivery: Customer refuses to accept the order on arrival

5.2 Failed Delivery Process

When delivery fails:

1. Driver will attempt to contact you via phone/SMS
2. If no response within a reasonable time (typically 5-10 minutes), driver will leave
3. You will receive a “Failed Delivery” notification
4. Items will be returned to our facility if perishable
5. You will be contacted to arrange next steps

5.3 Re-Delivery Fees and Options

After a failed delivery caused by customer-related issues:

• Re-delivery fee: A fee may be charged for any re-delivery we agree to arrange
• Rescheduling: Subject to product integrity and operational availability; same-day re-delivery is not guaranteed
• No change-of-mind cancellation after dispatch: Once a perishable order has been dispatched, it cannot be cancelled, refused, or returned for change of mind

Multiple failed deliveries:

• If a second delivery attempt fails, we may cancel the order and/or restrict future orders
• Customer-caused failed deliveries do not entitle you to a refund for dispatched perishable goods, except where required by Australian Consumer Law
• Repeated failed deliveries may result in account restrictions

5.4 Customer-Caused Failed Deliveries

We are not responsible for failed deliveries due to:

• Customer-provided incorrect or incomplete address
• Customer unavailability without Leave Safe
• Failure to respond to driver contact attempts
• Building access restrictions not communicated in advance
• Customer refusal to accept delivery

Re-delivery fees and costs associated with failed deliveries caused by customer error are the customer’s responsibility. If the order has already been dispatched, product charges are generally non-refundable for change of mind or refusal, subject always to your rights under Australian Consumer Law.

5.5 Waqiah-Caused Failed Deliveries

If delivery fails due to our error or operational issues:

• Wrong address delivered by driver
• Delivery not attempted during scheduled window
• Courier company failure (where not customer’s fault)

We will:

• Re-deliver at no charge
• Refund delivery fees
• Offer compensation or credit where appropriate

6. Delivery Fees

6.1 Standard Delivery Fees

Delivery fees vary based on:

• Location: Metro vs. regional, distance from warehouse
• Order value: May offer reduced or free delivery for orders above minimum thresholds
• Delivery method: Own fleet vs. courier service
• Delivery speed: Standard vs. express options (where available)

The exact delivery fee is displayed at checkout before payment. Fees are charged at time of order confirmation.

6.2 Free Delivery Promotions

We may offer free delivery promotions from time to time:

• Minimum order value requirements may apply
• Limited to specific postcodes or service areas
• Valid for limited time periods
• Cannot be combined with other offers unless stated

6.3 Additional Fees

Additional fees may apply for:

• Re-delivery: $15-$30 for failed deliveries requiring re-scheduling
• Remote locations: Surcharge for extended regional areas
• Large/heavy orders: Surcharge for orders exceeding weight/volume limits
• Express delivery: Premium fee for faster service (where available)

Any additional fees are disclosed at checkout or communicated before charging.

7. Refunds and Returns

7.1 Perishable Goods Policy

Important: We sell perishable food products. Under Australian Consumer Law, change-of-mind returns are NOT available for perishable goods.

This means:

• No change-of-mind refunds, returns, or refusals for perishable goods
• Once an order has been dispatched, it cannot be cancelled or returned for change of mind
• No refunds for taste preferences, cooking outcomes, or because you no longer want the products
• No returns for products that have been consumed, opened, or used

7.2 When Refunds ARE Available (Consumer Guarantees)

Under Australian Consumer Law (ACL), you are entitled to a remedy if products:

• Are not of acceptable quality (spoiled, contaminated, unsafe)
• Do not match description (wrong item sent)
• Are not fit for purpose (e.g., not halal as advertised)
• Arrive in poor condition due to our fault
• Are missing from the delivery

Consumer guarantees cannot be excluded. Where products fail to meet consumer guarantees, we will provide an appropriate remedy.

7.3 How to Report Issues

If you have a problem with your order, contact us within 24 hours of delivery:

• Email: support@waqiahfoods.com.au
• Hours: Monday to Friday, 8:00am – 5:00pm Melbourne time

Provide:

• Order number and delivery date
• Description of the issue
• Photos showing the problem (spoilage, wrong items, damaged packaging, temperature issues)
• Details of what remedy you are seeking (refund, replacement, credit)

Late reports: Issues reported after 24 hours may not be eligible for refunds, as we cannot verify product condition after that time.

7.4 Quality Issues and Temperature Problems

We will issue refunds or replacements for quality issues including:

• Spoilage or contamination: Products arrived spoiled, moldy, or contaminated
• Temperature abuse: Frozen items thawed, chilled items warm (not customer’s fault)
• Packaging damage: Torn packaging, leaking products, compromised seals
• Foreign objects: Contamination with foreign matter
• Incorrect products: Wrong item sent, wrong weight/quantity

We will investigate based on your photos and description. If issue is verified, we will offer refund, replacement, or credit at our discretion.

7.5 Missing Items

If items are missing from your delivery:

• Contact us within 24 hours with your order number
• We will verify against packing records
• If confirmed missing, we will refund the item cost or send a replacement

7.6 What We CANNOT Refund

We cannot provide refunds for:

• Change of mind: Buyer’s remorse, changed plans, over-ordered
• Customer storage failures: Products spoiled because you didn’t refrigerate/freeze promptly
• Leave Safe (ATL) deliveries: Products left per your Leave Safe instructions but not retrieved in time
• Taste/cooking outcomes: Subjective preferences, how you cooked the product
• Natural variations: Weight/size/appearance variations within acceptable ranges for natural products
• Used/consumed products: Products you have already eaten or cooked
• Late reports: Issues reported beyond 24-hour window (unless exceptional circumstances)
• Customer-caused damage: Damage during transport to final storage location

7.7 Refund Processing

Approved refunds are processed:

• To your original payment method
• Within 5-10 business days from approval
• Bank processing may add additional 2-5 days
• Full or partial refund depending on issue (entire order vs. specific items)

7.8 Replacements and Credits

As an alternative to refunds, we may offer:

• Replacement delivery: Re-send the affected items at no charge
• Account credit: Credit applied to your account for future orders
• Partial refund: For minor issues, a partial refund may be appropriate

The choice of remedy (refund, replacement, credit, or other ACL-compliant remedy) will depend on the nature and severity of the issue and your rights under Australian Consumer Law.

8. Order Cancellations and Changes

8.1 Cancellation Before Processing

You may request to cancel your order:

• Contact us as soon as possible via email or phone
• Provide your order number
• If the order has not yet been packed or dispatched, we will cancel and issue a full refund

8.2 Cancellation After Packing or Dispatch

Once packing has started or the order has been dispatched:

• Cancellation, return, or refusal for change of mind is not accepted for perishable goods
• We may be unable to change items, addresses, or delivery instructions once packing begins
• If delivery proceeds, product charges and delivery charges remain payable unless a remedy is required under Australian Consumer Law

8.3 Order Changes

To modify an order (add/remove items, change delivery details):

• Contact us immediately after placing the order
• Changes may be possible if order has not entered packing stage
• No changes can be made once packing starts
• If delivery address needs correction, contact us ASAP (we will attempt to update before dispatch)

8.4 Waqiah-Initiated Cancellations

We may cancel your order before delivery if:

• Products are unexpectedly out of stock and no substitution is acceptable
• Pricing error that we cannot honor
• Payment authorization fails or is suspected fraudulent
• Delivery address is outside service area or inaccessible
• Force majeure events prevent fulfillment
• Account violations or suspected fraudulent activity

If we cancel, you will receive a full refund and email notification.

9. Product Freshness and Quality Assurance

9.1 Cold Chain Management

We maintain product quality through:

• Temperature-controlled warehouse storage
• Chilled and frozen product separation
• Insulated packaging with cold packs
• Refrigerated delivery vehicles (where applicable)
• Monitoring of packing and dispatch temperatures
• Training for drivers on perishable goods handling

9.2 Packaging Standards

Orders are packed using insulated delivery packaging suited to the order, which may include:

• Insulated thermal-lined bags, liners, cartons, or boxes
• Ice gel packs and chilled or frozen packing aids where needed
• Sealed packaging to help prevent leaks and protect product quality
• Labels and handling instructions where appropriate

Insulated packaging supports the cold chain during transit, but customers must still receive, unpack, and refrigerate or freeze products promptly after delivery.

9.3 Temperature Upon Delivery

Products should arrive:

• Chilled items: Cold to the touch, below 5°C
• Frozen items: Solidly frozen, may show slight surface thaw (acceptable)

If products arrive noticeably warm, thawed completely (when frozen), or show signs of temperature abuse, contact us within 24 hours with photos.

9.4 Use-By Dates and Storage

All products include use-by or best-before dates:

• We guarantee sufficient shelf life for normal use (minimum 2-3 days for chilled, longer for frozen)
• You are responsible for observing use-by dates
• Follow storage instructions on packaging
• We are not liable for spoilage after use-by date expires

10. Force Majeure and Service Disruptions

We are not liable for failure to deliver or service disruptions due to events beyond our reasonable control, including but not limited to:

10.1 Natural Disasters and Weather

• Extreme heat, bushfires, floods, storms
• Earthquakes, pandemics, epidemics
• Severe weather making delivery unsafe

10.2 Infrastructure and Logistics

• Major traffic incidents or road closures
• Courier company failures or delays
• Power outages affecting operations
• Fuel shortages or transport disruptions

10.3 Legal and Regulatory

• Government orders or restrictions (lockdowns, movement restrictions)
• Changes to food safety regulations requiring operational changes
• Labor disputes, strikes, or industrial action

10.4 Actions During Force Majeure

If force majeure events prevent order fulfillment:

• We will notify affected customers as soon as practical
• We may cancel or reschedule orders
• Full refunds will be provided for canceled orders
• We will resume normal service once circumstances permit

11. Contact and Customer Support

For delivery inquiries, order tracking, or refund requests:

Legal Entity: Waqiah Foods Pty Ltd
ABN: 80 696 612 745
ACN: 696 612 745
Registered Office: 81-83 Campbell Street, Surry Hills, NSW 2010

Customer Support
Email: support@waqiahfoods.com.au
Hours: Monday to Friday, 8:00am – 5:00pm Melbourne time

Urgent Delivery Issues (Day of Delivery)
Email: support@waqiahfoods.com.au
Response target: same day where practical for active delivery issues

We aim to respond to:

• Email enquiries usually within 1 business day
• Urgent delivery issues on the delivery day as soon as practical during active delivery operations
• Bulk and business enquiries usually within 1 business day

12. Policy Changes

We may update this Delivery & Refund Policy from time to time. Changes will be posted on our website with an updated “Last updated” date. Continued use of our services after changes are posted constitutes acceptance of the modified policy.

Material changes affecting customer rights or responsibilities will be communicated via email to registered customers where practical.

Need help fast? Email support@waqiahfoods.com.au (Mon-Fri 8am-5pm Melbourne time). For day-of-delivery urgent issues, email us as early as possible with your order number. If you are unable to access this policy due to accessibility needs, contact us for an alternative format.

By placing an order, you acknowledge that you have read, understood, and agree to this Delivery & Refund Policy, including the terms regarding perishable goods, Leave Safe (ATL) responsibilities, and refund limitations.