1. Your Consumer Guarantees

When you buy products from CWFD, you are protected by the consumer guarantees under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. Among other things, this means that goods we supply must:

• be of acceptable quality — safe, durable, free from defects, acceptable in appearance and fit for the purposes goods of that kind are commonly supplied;
• match the description, sample, or demonstration model used at the time of sale;
• be fit for any purpose we have agreed to, or any purpose you made known to us;
• be supplied with clear title and without undisclosed securities.

These rights apply in addition to anything stated in this policy.

2. When You May Be Entitled to a Remedy

3. Perishable & Frozen Goods

Because many CWFD products are fresh, frozen, chilled or otherwise perishable, we ask customers to inspect all goods as soon as practicable after delivery or pickup and to store them according to the label and cold-chain requirements.

If there is a problem, please contact us promptly so we can assess the issue quickly and preserve relevant evidence (such as packaging, batch codes and photos). Prompt notice helps us resolve issues faster, but it does not override any rights you have under the Australian Consumer Law.

4. Change of Mind

Due to food safety, cold-chain handling requirements and the perishable nature of our goods, CWFD generally does not accept returns for change of mind, incorrect selection or orders no longer required.

We may consider a discretionary solution in limited circumstances — for example, where goods have not yet been dispatched, or where a return can be accepted without compromising food safety. Any such decision is made at CWFD's discretion and does not affect your legal rights for faulty or non-compliant goods.

5. How to Report an Issue

If there is a problem with your order, please contact us with:

• your order number;
• your business name (for wholesale accounts);
• a clear description of the issue;
• photos where relevant — packaging, labels, batch codes and affected goods;
• the date and time the issue was identified.

6. How We Assess Claims

Once we receive your report, we may investigate by reviewing:

• order and dispatch records;
• delivery details and signed proof-of-delivery (where applicable);
• temperature and cold-chain handling information;
• product batch details and supplier records;
• photos and any other relevant information you provide.

Depending on the circumstances, CWFD may offer a replacement, store credit, partial refund, full refund or another remedy required by law. The type of remedy offered will depend on whether the issue is a major or minor failure (see Section 10).

7. When a Claim May Be Refused

A claim may be refused where permitted by law, including where:

• the issue arose because products were not stored, handled or used correctly after delivery or pickup;
• the issue resulted from delay by the customer in collecting or receiving the goods;
• the goods were damaged after risk passed to the customer;
• the goods were on-sold, processed or altered in a way that prevents fair assessment;
• the claim relates only to change of mind and no legal remedy applies.

8. Order Errors, Missing Items & Unavailable Stock

• Wrong item supplied: we will work with you to provide the correct item, credit or refund as appropriate.
• Missing item: we may supply the missing item, issue a store credit, or provide a refund.
• Unavailable stock: if an item becomes unavailable after your order is placed, we may contact you to offer a substitute, credit or refund of that line item.

9. Refund Processing Time

Approved refunds are generally processed back to the original payment method, or otherwise by agreement, within a reasonable time after a claim is assessed and approved. Bank processing times may add 3–10 business days before the refund appears on your statement.

10. Major vs Minor Failures

Under the Australian Consumer Law, your remedy depends on whether the problem is "major" or "minor":

Major failure

A failure is major if, for example, the goods would not have been bought had the issue been known; are significantly different from sample/description; are substantially unfit for purpose; or are unsafe. For a major failure, you may choose between a refund, replacement, or compensation for the reduction in value.

Minor failure

For a minor failure that can be fixed, CWFD may choose to repair, replace or refund within a reasonable time. If we fail to do so, you may seek a refund or compensation.

11. Your Rights Under Australian Law

This policy operates alongside, and does not limit, your rights under:

• the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth));
• the Food Act 2003 (NSW) and applicable food safety standards;
• any other applicable Commonwealth, State or Territory law.

For independent information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au, or NSW Fair Trading at fairtrading.nsw.gov.au.

12. Contact Us

If you have questions about this policy or need help with an order issue, please contact: