Cancellation Policy

Cancellation Policy

Effective Date: May 2026

At GRASS KEY, we take pride in preparing our premium West African ready-to-eat meals fresh and to order. Please read our cancellation policy carefully before placing your order.

Overview

We understand that plans can change. This policy outlines the conditions under which you may cancel an order and what to expect in terms of refunds. Nothing in this policy affects your rights under the Australian Consumer Law (ACL).

Cancellation Window

You may request a cancellation within 2 hours of placing your order, provided that preparation has not yet commenced. Due to the fresh, made-to-order nature of our meals, we are unable to accept cancellations once preparation has begun.

How to Request a Cancellation

To request a cancellation, please contact us as soon as possible via:

  • Email: trygrasskey@grasskey.au
  • Subject Line: Order Cancellation – [Your Order Number]

We will confirm receipt of your request and advise whether the cancellation can be processed.

Non-Cancellable Orders

The following orders cannot be cancelled once placed:

  • Orders that have already entered preparation or dispatch
  • Scheduled meal plans or subscription orders within 24 hours of the next delivery date
  • Orders placed during promotional or flash-sale events (unless required by law)

Refunds After Cancellation

If your cancellation is approved:

  • A full refund will be issued to your original payment method within 5–10 business days
  • No restocking or handling fees will be charged for eligible cancellations
  • You will receive an email confirmation once the refund has been processed

Already Shipped Orders

If your order has already been dispatched, we are unable to cancel it. Please refer to our Refund & Returns Policy for options available upon delivery.

Your Rights Under Australian Consumer Law

Our cancellation policy does not limit or exclude any rights you may have under the Australian Consumer Law. If a product has issue, not as described, or fails to meet consumer guarantees, you are entitled to a remedy regardless of this policy.

Contact Us

For any questions about this policy, please reach out to us:

  • Email: trygrasskey@grasskey.au
  • Website: grasskey.au
  • Whatsapp: +61 480 725 767

GRASSKEY reserves the right to update this policy at any time. Changes will be reflected on this page with an updated effective date.