This policy applies to orders placed through this website for delivery or Click and Collect. It should be read together with our Terms and Conditions.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This means our products must be of acceptable quality, match their description, and be fit for their ordinary purpose.
A major problem includes a product that is unsafe, significantly different from its description, or unfit for its ordinary purpose in a way that cannot be easily fixed.
We sell fresh meat, smallgoods and other perishable food. Because these products cannot be resold or returned to stock once they leave our control, we cannot accept returns or provide refunds for change of mind, incorrect selection, or where you no longer want the product.
This does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied, or otherwise fails to meet a consumer guarantee.
We will provide a refund or replacement where:
We are unable to offer a refund or replacement where:
Because we sell perishable food, please contact us as soon as possible.
Report within 24 hours of delivery or collection. Reporting promptly helps us assess the issue and resolve it quickly. If you are unable to report within 24 hours, please still contact us — we will assess every claim on its merits and in accordance with the Australian Consumer Law.
To lodge a claim, email us at goldcoast@churras.com.au or warehouse@churras.com.au or call 0434 326 977 | 0413 862 540 with:
Please do not discard the product until we have responded. We may ask you to retain it, return it, or dispose of it — and we will tell you which. Where a return is required, we will cover the reasonable cost.
We assess every claim individually. We aim to respond within two business days of receiving your claim.
Where a refund is approved, it will be processed to your original payment method. Refunds usually appear within 5 to 10 business days, depending on your financial institution. Where a replacement is approved, it will be dispatched on the next available delivery or collection day for your area.
Where only part of an order is affected, we will refund or replace the affected items only.
Where a full order is refunded because of a fault on our part, we will also refund the delivery charge paid. Where only part of an order is affected, the delivery charge is not refunded, as the delivery was still performed.
You may cancel or change an order at no cost before the order cutoff time for your delivery or collection day. Once an order has passed cutoff and entered production, we are generally unable to cancel or amend it, because the product has already been cut, weighed, packed and allocated.
To request a change or cancellation, contact us as early as possible at goldcoast@churras.com.au or warehouse@churras.com.au or 0434 326 977 / 0413 862 540 Cutoff times are set out in our Shipping, Delivery and Click and Collect Policy.
If we cancel your order or any part of it — for example, because a product is unavailable or does not meet our quality standard at the time of packing — we will refund you in full for the cancelled items and notify you by email.
Click and Collect orders are held refrigerated for the period set out in our Shipping, Delivery and Click and Collect Policy. Because the products are perishable, orders that are not collected within that period cannot be held indefinitely and may be disposed of for food safety reasons. Refunds for uncollected orders are at our discretion and are assessed case by case.
This policy applies to online orders. Purchases made in store are covered by our in-store Exchange Policy, displayed at the point of sale.