Last updated: 11 September 2026
Our approach
This Refund Policy applies to every order placed with Pantry2Door. If something goes wrong with your order, we want to put it right.
If an item isn't available
If any item in your order is unavailable, we'll substitute it with a similar product by default, as set out in our Terms and Conditions. If you've chosen not to receive substitutes, or no reasonable substitute exists, we'll leave that item out of your order instead. You won't be charged for anything we can't supply or don't substitute.
Damaged, incorrect, or expired items
If an item arrives damaged, isn't what you ordered, or is past its use-by date, please contact us within 48 hours of delivery with a photo of the item where possible. We'll offer a replacement or a full refund for that item, whichever suits you best, at no cost to you.
Change of mind
Because we sell grocery and food products, we don't offer refunds or accept returns for change of mind once an order has been delivered. This is for hygiene and food-safety reasons, and doesn't affect your rights under the Australian Consumer Law described below.
Your consumer guarantees
Nothing in this Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (or any other law) that cannot lawfully be excluded, restricted, or modified. If a product has a problem covered by a consumer guarantee, you're entitled to a repair, replacement, or refund, and in some cases compensation for reasonably foreseeable loss or damage.
How refunds are processed
Approved refunds are processed within 3-5 business days and returned to your original payment method: back to your card via Shopify Payments, or back to your account if you paid by PayID bank transfer. Your bank or card provider may take a little longer to show the funds.
Questions or a problem with your order?
Get in touch via email at support@pantry2door.com.au or message us on WhatsApp, and we'll sort it out with you directly.
Changes to this Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated "Last updated" date.