Refund policy

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the items has issues or if you receive the wrong item, so that we can evaluate the issue and make it right

 

Exceptions / non-returnable items

All our items cannot be returned, they are all freshly made foods and are all perishable goods. Please get in touch if you have questions or concerns about any specific items. 

Unfortunately, we do not accept returns on sale items or gift.

 

Exchanges 

We don't offer exchange, make a separate purchase for the new item. If an item from your order is missing, contact us immediately on receiving your items with a photo of what was received, we'll issue a discount on your next order for the missing item or a refund for the missing item if out of stock. For incorrect orders, reach out upon receiving your order with a photo of the item a refund will be issued for the incorrect item.

 

Taste or quality concerns

Grass Key provides customisation for our dishes, If no special instructions were given, we prepare the standard recipe. Refunds will not be issued for taste or quality complaints in such cases. 

For customisation errors

If your specific instructions weren't followed, report the issue after receiving your items, with a photo, depending on the impact we will offer a reasonable compensation on your next purchase with us.

Orders can be cancelled only before preparation begins. 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. Once food prep starts, cancellations are not allowed and no refund will be issued.

 

Order modifications

You may modify your order within 2hrs of placing it. After that, the order is locked, and changes or refunds will not be possible. For additional items to be added to your already placed order would come with extra charges, payment would be required for us to start preparing your request.

Spilled Items

If your food arrives spilled or damaged , please contact us immediately with clear photos for further investigation with our shipping company. A partial refund may be issued, depending on the outcome and severity of the spill.

Delivery Address Issues

Incorrect or incomplete addresses would lead to wrong/lost deliveries, additional charges and other issues. Always double-check your address before confirming your order, as we are not responsible for wrong delivery address provided by customers.

For further support for any issue please contact us at trygrasskey@grasskey.au.