Refund policy

If any dry or pre-packaged products arrive in an unsatisfactory condition, you may notify us within 30 days of receiving the order, using the process outlined below for requesting a refund.

Fresh products

As the majority of our products are considered fresh produce or deemed to have a short shelf life, all sales are final, unless proven to be defective. If fresh products are defective, we will gladly replace them. Please contact us within 2 (two) days of receiving your order.

Defective products due to delivery delays

Whilst we will always endeavour to provide prompt delivery of your order, any unforeseen delays once the products leave our premises, are beyond our control and does not enable an automatic cancellation of the order, nor are we responsible for any damage or loss incurred as a result of delayed delivery. However, if an order has taken longer than you’d expect, please call us immediately on 02 6286 9444 and we will help to track the order for you and let you know of its progress.

If a product is found to be defective due to delivery delays or prolonged exposure to the elements, we reserve the right to decline a refund or replacement.

Requesting a refund

To report a defected product, please email our Customer Support Team at info@deeks.com.au and include:

• Your order number.

• Delivery address.

• An invoice/proof of purchase.

• A photo of the delivery label.

• Contact telephone number (during business hours).

• The reason for your request for product return.

• A photo or video of the defected product (if relevant).

Please note: we request that you adequately store the goods in a cool, dry area to prevent further damage and exposure to the elements and pests.

At this point, your submission for refund or replacement will be assessed for further action needed. No refund will be issued if the goods are thrown away. No refund will be issued if proof of delivery is not provided. Deeks is not responsible for damage caused to the products due to transit related circumstances (eg. Courier delays, courier mishandling, natural disasters), or if the damage is from pests, pets or other animals and passers-by.

Our Customer Service Team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from Deeks Health Foods will be accepted. For products purchased from authorised retailers or resellers (if relevant), please contact the relevant business directly for returns.

Returned items must be in original packaging. In the event that you have opened a packet and realised the product is defective, please reseal the product and ensure that it remains unused, to your best ability. Do your best to include quality photos of the defected product at the time you find it to be non-consumable.

Non-returnable items include items purchased through retailers and stockists, incorrect products purchased, and damaged products through customer mishandling. Deeks Health Foods reserves the right to deny any returns but in this event, will provide an adequate reason as to why a refund is not issued.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return request. We will email you to confirm once your return has been processed. For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

How do I change or cancel my order?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. We reserve the right not to change or modify orders that have already been placed. Please note that any orders that have already been packed or shipped cannot be modified or cancelled.