Refund policy

RETURN AND REFUND POLICY

Triple C Poultry supplies frozen and perishable food products to public and wholesale customers.

Food safety and temperature control are essential, all order concerns must be reported promptly and handled according to the process below.

INSPECTION AND STORAGE

Customers must inspect their order as soon as it is delivered or collected.

Frozen products must be transferred to suitable frozen storage immediately and stored according to the product label and any instructions supplied by Triple C Poultry.

If packaging is visibly damaged or an order appears to have been affected during delivery, customers should notify the driver where possible and contact Triple C Poultry immediately.

REPORTING AN ORDER OR PRODUCT ISSUE

Please contact Triple C Poultry within 24 hours of delivery or collection where possible if:

• The incorrect product or quantity was supplied
• Products are missing from the order
• Packaging was damaged
• Products show signs of thawing or temperature damage
• There is a genuine product-quality or food-safety concern

Prompt reporting allows us to investigate the delivery, product condition and cold chain while the relevant information is still available.

The 24-hour reporting request does not exclude or limit any rights or remedies available under the Australian Consumer Law.

INFORMATION REQUIRED

When reporting an issue, please provide:

• Your name and order number
• The affected product and quantity
• A description of the issue
• Photographs of the product, packaging, labels and carton details where possible
• The delivery or collection time
• Information about how the product was stored after receipt

Do not consume any product that you believe may be unsafe.

Please keep the affected product frozen and retain its packaging until Triple C Poultry advises whether it should be collected, returned or safely disposed of. Food products must not be returned without prior approval.

RESOLVING AN ISSUE

Triple C Poultry will review each issue based on the product condition, supporting information, delivery records and surrounding circumstances.

Where we confirm that an issue occurred before or during delivery or collection, we will provide an appropriate remedy.

Depending on the circumstances, this may include:

• Replacement of the affected product
• An account credit, where agreed
• A partial or full refund
• Another remedy required under the Australian Consumer Law

Refunds will generally be returned using the original payment method unless otherwise agreed.

CUSTOMER ORDERING ERRORS

Customers are responsible for checking product descriptions, carton quantities and order details before completing their purchase.

Due to food-safety and cold-chain requirements, frozen products cannot normally be returned to stock after delivery or collection because they can no longer be verified as suitable for resale.

Products ordered incorrectly or no longer required cannot normally be returned after the order has been dispatched, delivered or collected, unless Triple C Poultry agrees otherwise or a remedy is required by law.

STORAGE, HANDLING AND COOKING

Triple C Poultry is not responsible for deterioration or damage caused after delivery or collection by:

• Delayed or inadequate frozen storage
• Incorrect handling, thawing or refreezing
• Failure to follow product storage or cooking instructions
• A break in the cold chain under the customer’s control
• Customer misuse or incorrect preparation

Nothing in this section excludes any legal rights that cannot be excluded.

ORDER CHANGES AND CANCELLATIONS

Please contact Triple C Poultry as soon as possible if you need to change or cancel an order.

We may accept a change or cancellation if picking, packing or preparation has not started and the order has not been dispatched or made ready for collection.

Changes and cancellations cannot be guaranteed once fulfilment has started.

AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot legally be excluded, restricted or modified.

CONTACT US

Triple C Poultry
Unit 22, 115 Dollis Street
Rocklea QLD 4106
Australia

Email: orders@triplecpoultry.com.au
Phone: 07 3277 9608