Refund Policy
MASC HOSPITALITY PTY LTD T/A CODE CATERING
At CODE Catering, we are committed to providing exceptional service and products to our valued customers. We understand that sometimes circumstances may arise where you need to seek a refund. We aim to make this process as straightforward and transparent as possible, in compliance with the Australian Consumer Law administered by the Australian Competition and Consumer Commission (ACCC).
Consumer Guarantees
Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Commitment to Quality
At CODE Catering, our commitment to quality drives us to adhere to the following standards: We ensure the supply and delivery of Goods in accordance with our contractual obligations. All Goods are packaged and protected to withstand transit and storage, guaranteeing their integrity upon arrival. Timely delivery to the specified address within agreed-upon timeframes is our priority. We allow for testing or examination of Goods to ensure they meet our stringent quality standards; we cover any testing costs incurred due to failure to meet these standards. We acknowledge our responsibility to promptly address any discrepancies or defects in delivered Goods. If they do not meet our high standards or become defective, we commit to offering immediate refunds or replacements at our own cost.
Eligibility for Refunds
To be eligible for a refund, you must provide proof of purchase, such as a receipt or invoice, and demonstrate that your request falls within the scope of the consumer guarantees outlined by the ACCC. Instances Eligible for Refunds If the products provided by CODE Catering are faulty or not of acceptable quality as per our commitment to quality, you are entitled to a refund or replacement. Non-Delivery or Late Delivery: If your order is not delivered within the agreed timeframe or not delivered at all, you may be eligible for a refund. Cancellation: You may be entitled to a refund if you cancel your order within a reasonable timeframe before the scheduled delivery or service. However, cancellation fees may apply depending on the circumstances.
Process for Requesting Refunds
Contact Us: To initiate a refund request, please contact our customer service team at [email protected] within a reasonable timeframe of becoming aware of the issue. Provide Information: When contacting us, please provide your order details, including the date of purchase, product/service details, and a brief explanation of why you are seeking a refund. Assessment: Our team will assess your request in line with the ACCC consumer guarantees and CODE Catering's policies. Resolution: We will strive to resolve this promptly, including issuing a refund, providing a replacement, or offering compensation where applicable.
Exclusions
Please note that refunds may not be provided in the following circumstances:
- Change of mind or preference.
- Damage caused by misuse, neglect, or failure to follow instructions.
- Personal taste preferences.
Contact Us
If you have any questions or concerns regarding our refund policy, please don't hesitate to contact us at [email protected]. Our team is here to assist you and ensure your satisfaction with our products and services.
Changes to this Policy
CODE Catering reserves the right to amend this refund policy without prior notice. Any updates will be effective immediately upon posting on our website.
Policy effective date: 20/03/2024
