Global Refund & Returns Policy
SUP Foods – Global Refund & Returns Policy
Effective Date: 30/11/2025
Last Updated: 30/11/2025
Website: www.supfoods.co
Contact Email: hello@supfoods.co
1. Overview
SUP Foods is committed to ensuring customer satisfaction while upholding global food-safety regulations. This Refund & Returns Policy applies to all purchases made through www.supfoods.co and governs the rights and responsibilities of consumers and SUP Foods Pty Ltd (Australia) and SUP Foods LLC (USA) across Australia, the USA. This policy has also been prepared to support future expansion and compliance with Canada, UK and EU countries.
2. Eligibility for Refunds or Replacements
Due to food-safety laws, we cannot accept returns or exchanges for food items. Refunds or replacements are only available if an item arrives damaged, defective, or incorrect. To request a refund or replacement, contact us within 7 days of delivery with your order number and clear photos of the issue.
3. Refund Process
Approved refunds will be processed to your original payment method or issued as store credit if requested. Refunds are processed within 5–10 business days after approval. Refunds will not exceed the original purchase price paid.
4. Non-Refundable Situations
Refunds or returns are not accepted in the following cases:
• Change of mind or preference.
• Incorrect shipping information provided by the customer.
• Opened, used, or tampered products.
• Orders already processed, packed, or shipped.
• Delays caused by postal carriers, customs, or third-party logistics.
5. Subscriptions & Auto-Renewals
Subscriptions automatically renew based on the frequency and duration selected. Cancellations must be submitted at least 48 hours before the next billing date to avoid charges. Once a subscription order has entered processing, it cannot be canceled or refunded due to food-safety regulations.
6. Shipping & Delivery
Ownership and risk transfer to the customer once the order is handed to the carrier. SUP Foods is not responsible for lost, delayed, or stolen packages once marked as 'Delivered' by the carrier. Claims for missing packages must be directed to the carrier. Estimated delivery timeframe: 3–5 business days (mainland) or longer for remote locations.
7. Product Recalls
In the unlikely event of a product recall, SUP Foods will notify affected customers and comply with regulatory requirements including FDA (USA), FSANZ (Australia), and CFIA (Canada) consumer protection standards. Refunds, replacements, or credits may be offered at our discretion.
8. Allergens & Product Variations
Our products may contain or be exposed to allergens such as soy, sesame, gluten, and crustaceans. Ingredients and packaging may vary between regions to meet regulatory and labeling standards. Customers should always review product packaging and labels before consumption.
9. Regional Compliance
This policy complies with the following laws and frameworks:
• Australia: Competition and Consumer Act 2010 (Cth)
• USA: Federal Trade Commission (FTC) and Food & Drug Administration (FDA) regulations
• Canada: Consumer Packaging and Labelling Act, PIPEDA
• European Union: Consumer Rights Directive (2011/83/EU) and GDPR
• WCAG 2.1 accessibility standards for web presentation.
10. Force Majeure
SUP Foods is not responsible for delays, damages, or failures caused by circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, pandemics, or supply chain disruptions.
11. Contact Information
SUP Foods Pty Ltd
1/457 Elizabeth Street, Surry Hills NSW 2010, Australia
SUP Foods LLC
32N Gould Street, Sheridan WY 82801, USA
Email: hello@supfoods.co
Website: www.supfoods.co