Refund and Returns Policy

Last updated: 1 September 2026

At ChowHQ, we want customers to receive the correct products in good condition. Please review the following information before requesting a return, refund, replacement or store credit.

Change-of-mind returns

Change-of-mind return requests must be submitted within 48 hours of delivery.

To be considered, the product must be:

• Non-perishable

• Unopened and unused

• In its original packaging

• In a condition suitable for resale

Customers are responsible for any return-shipping costs associated with a change-of-mind return.

Please contact hello@chowhq.com.au before returning anything. Products returned without prior approval may not be accepted.

Change-of-mind returns are not accepted for:

• Perishable or temperature-sensitive food products

• Opened or used products

• Products that are no longer in their original condition

• Sale or clearance items

• Gift cards

Damaged, spoiled, leaking, missing or incorrect items

Please inspect your order as soon as it arrives.

If an item is damaged, spoiled, leaking, missing or different from what you ordered, contact us within 48 hours of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photographs or videos showing the product and its packaging

Photos or videos help us assess food and delivery issues promptly.

Each request will be assessed case by case. Depending on the circumstances, the available resolution may include a replacement, refund, store credit or another appropriate outcome.

Do not return perishable, damaged or leaking products unless ChowHQ asks you to do so.

Sale items

Sale and clearance items are not eligible for voluntary change-of-mind returns.

However, damaged, faulty, spoiled, missing or incorrectly supplied sale items will still be assessed in the same way as other affected products.

Refunds

If a refund is approved, we will provide information about how it will be processed. The time taken for an approved refund to appear may depend on the original payment method and financial institution.

Australian Consumer Law

This policy does not exclude or limit any rights or remedies that cannot be excluded under Australian Consumer Law.

The 48-hour reporting request helps ChowHQ investigate grocery and perishable-product issues promptly, but it does not remove any rights that may apply under Australian Consumer Law.

Contact

For returns and refund enquiries, email hello@chowhq.com.au.

For items missing or damaged during delivery, email hello@chowhq.com.au.

We do not promise a fixed response time, but we will respond as soon as we can.