Refund and Returns Policy

1. Overview

At Baklava Direct, all products are fresh, perishable food items made to order.

As such, we do not accept returns for change of mind.

This policy operates in accordance with the Australian Competition and Consumer Commission (ACCC) and Australian Consumer Law.

2. Change of Mind

We do not offer refunds or exchanges for:

• 
  Change of mind
  
• 
  Incorrect product selection
  
• 
  Incorrect delivery address entered at checkout
  
• 
  Failure to be available to receive delivery
  

3. Perishable Goods

Due to the nature of our products:

• 
  All items are non-returnable
  
• 
  Products cannot be returned once delivered
  

4. Damaged or Faulty Products (Your Rights)

You are entitled to a replacement or refund if your order:

• 
  Arrives damaged
  
• 
  Is unsafe to consume
  
• 
  Is significantly different from what was described
  

This is in line with Australian Consumer Law.

5. Claim Requirements (Strict)

To be eligible for a refund or replacement:

• 
  You must contact us within 24 hours of delivery
  
• 
  You must provide:
  
  
  Your order number
  
  
  Clear photos of:
  
  
  The product
  
  
  The packaging
  
  
  Any damage
  
  
  
  
  

Claims submitted outside this timeframe may be rejected.

6. Delivery Conditions

Local Delivery (Sydney)

• 
  Orders are delivered on your selected date
  
• 
  It is the customer’s responsibility to ensure someone is available to receive the order
  
• 
  We are not responsible for:
  
  
  Failed deliveries due to absence
  
  
  Incorrect delivery details provided
  
  
  

Australia-Wide Shipping

• 
  Orders are shipped via third-party couriers
  
• 
  Once dispatched, delivery timing is outside our control
  

We are not liable for:

• 
  Courier delays
  
• 
  Delivery issues caused by incorrect address details
  
• 
  Products left unattended after delivery
  

7. Product Handling Responsibility

Once delivered, responsibility transfers to the customer.

We are not responsible for product issues resulting from:

• 
  Leaving items unattended
  
• 
  Exposure to heat or unsuitable conditions
  
• 
  Improper storage after delivery
  

8. Approved Refunds

If your claim is approved:

• 
  You will receive either:
  
  
  A replacement product, or
  
  
  A refund to your original payment method
  
  
  

Refunds are processed within a reasonable timeframe depending on your payment provider.

9. Contact

For all claims and enquiries:

📧 info@baklavadirect.com