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Refund policy

Refund & Return Policy

At Korean Foods Online P/L, we take great pride in the quality of our products and want you to be delighted with your purchase. To ensure a fair experience for all our customers, we have outlined our policy below.

1. Damaged or Incorrect Items

If you receive a product that is damaged or does not match your order, please contact us within 7 days of receiving your items.

  • Action: Provide clear photos of the item and the packaging.

  • Resolution: If the issue is due to a mistake on our part or damage during shipping, we will offer a full refund or a replacement.

2. Quality Concerns (e.g., Moldy Kimchi)

While we maintain strict quality control, if your kimchi arrives moldy or spoiled upon delivery, we will resolve the matter immediately.

  • Please email us with photos as soon as possible after opening the package. We will offer a replacement or refund for any verified quality issues.

3. Returns for Change of Mind

We understand that plans can change. If you wish to return a product due to a change of mind:

  • In-Store Return Only: Returns for change of mind are accepted only when the product is brought directly to our shop.

  • Condition: The item must be unopened, in its original packaging, and in a resalable condition.

  • Note: We cannot offer shipping labels or covers for shipping costs for change-of-mind returns.

4. Important Notes & Exclusions

  • Address Accuracy: We cannot take responsibility for issues arising from incorrect delivery addresses provided at checkout.

  • Unopened Packages: Perishable items (like Kimchi) left unopened for extended periods after delivery are not eligible for refunds.

  • Time Limit: All concerns or return requests must be raised within 14 days of the delivery date.

5. Unattended Delivery & Authority to Leave (ATL)

  • Authority to Leave: All orders are shipped with Authority to Leave (ATL). If no one is available to receive the package, our courier or delivery driver may leave it in a safe place at your doorstep or nominated delivery address.
  • Risk & Liability: Once the delivery has been completed and confirmed by tracking information or delivery photo, responsibility for the package transfers to the recipient.
  • Theft or Loss After Delivery: If a parcel is stolen, lost, or removed after it has been confirmed as delivered, we are unable to accept responsibility for the loss.
  • Refunds & Replacements: We are unable to provide a refund or replacement for orders that have been confirmed as delivered but are subsequently stolen, missing, or damaged. Customers are responsible for ensuring that someone is available to receive the order or that a secure delivery location is provided.

We recommend choosing a secure delivery address or making alternative arrangements if you are unable to receive the parcel at the time of delivery.

6. How to Request a Return or Refund

  1. Email Us: Contact support@koreakimchi.com.au with your order number and clear images of the issue.

  2. In-Person: Visit our shop for immediate assistance with change-of-mind returns or product exchanges.

  3. Review: Our team will review your request and advise you on the next steps within 2–3 business days.

 

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