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Refund, Return & Cancellation Policy

Last updated: 11 September 2026

At Kumasi African Market, we want you to receive your groceries and food orders in the condition you reasonably expect.

Because we sell fresh, refrigerated, frozen and other perishable groceries, as well as pre-order restaurant meals, different rules may apply depending on the type of product or service involved.

This policy explains when refunds, replacements, returns and cancellations may be available.

This policy operates alongside the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any consumer guarantee or other legal right that cannot lawfully be excluded.

1. Our Commitment

We take reasonable care to ensure that products supplied to you:

If something goes wrong with your order, please contact us promptly. We will assess the issue and determine the appropriate remedy in accordance with this policy and Australian Consumer Law.

Australian Consumer Law provides automatic consumer guarantees for products and services, including goods being of acceptable quality, fit for purpose and matching their description.

2. Perishable, Fresh, Refrigerated and Frozen Products

This category includes products such as:

Change of mind

For food that is perishable, fresh, refrigerated or frozen, we generally do not accept returns or provide refunds simply because you changed your mind, ordered the wrong item, no longer require the product, or do not like the product, provided the product otherwise complies with Australian Consumer Law.

This is because returning perishable food after delivery or collection may create food safety and quality concerns.

However, this does not affect your rights where the product:

The ACCC confirms that businesses may have a change-of-mind policy, but they cannot use that policy to deny remedies where a product has a problem covered by consumer guarantees.

3. Non-Perishable Grocery Products

For non-perishable grocery products that are unopened and in their original condition, we may consider a return or exchange where the request is made promptly after purchase.

Any voluntary change-of-mind return is subject to:

We may refuse a voluntary change-of-mind return where the product is opened, used, damaged after purchase, or otherwise unsuitable for resale.

These conditions apply only to voluntary change-of-mind returns. They do not limit rights relating to faulty, unsafe, defective, incorrectly supplied or otherwise non-conforming products under Australian Consumer Law.

4. Incorrect Items

If we provide an item that you did not order, please contact us as soon as reasonably possible.

Depending on the circumstances, we may:

Where the incorrect item is perishable, we may give you instructions on how it should be handled while we arrange an appropriate resolution.

5. Missing Items

If an item paid for in your order is missing, please contact us promptly after receiving or collecting the order.

We may verify the order against our packing and transaction records.

Where an item was not supplied, we will generally arrange one of the following, as appropriate:

6. Damaged Products

If a product arrives damaged, please contact us as soon as reasonably possible.

Where practical, please provide photographs showing:

We may request this information to help us assess what happened and determine the appropriate remedy.

Depending on the circumstances, we may provide:

7. Food Quality and Spoilage

If you receive food that you reasonably believe is spoiled, unsafe, contaminated, substantially deteriorated or otherwise not of acceptable quality, do not consume it.

Contact Kumasi African Market promptly and provide details of the issue.

Where reasonably possible, retain the affected product and packaging until we advise you otherwise. This may assist us in investigating the complaint.

We may ask for photographs, the product name, order number, date of purchase and other information reasonably required to investigate the issue.

If the issue is confirmed or otherwise falls within an applicable consumer guarantee, we will provide the remedy required by law.

8. Food Safety Complaints

Food safety is treated seriously.

If you believe a product presents an immediate health or safety concern, do not consume the product and contact us promptly.

Where appropriate, we may:

Nothing in this policy limits any rights or obligations arising under applicable food safety legislation.

9. Restaurant Pre-Orders

Restaurant and prepared-food orders are generally prepared specifically in response to the customer's preorder.

Once preparation has commenced, cancellation may no longer be possible without cost.

Cancellation before preparation

You may request cancellation of a restaurant preorder before preparation has commenced.

Where we are able to cancel the order before preparation begins, we will generally provide a refund of any amount paid.

Cancellation after preparation has commenced

Once preparation has commenced, we may be unable to cancel the order or provide a change-of-mind refund because the food has been prepared specifically for the customer.

However, this does not affect your rights where the restaurant meal:

Where a restaurant meal has a genuine problem, we will assess the complaint and provide an appropriate remedy.

10. Restaurant Order Accuracy

Please check your restaurant order when you receive it.

If an item is missing or incorrect, contact us promptly.

Where the issue is confirmed, we may provide:

11. Restaurant Food Quality

We understand that food quality matters.

If your restaurant preorder does not meet reasonable quality expectations, please contact us promptly and explain the problem.

Where appropriate, we may request photographs or other information to help us investigate.

Depending on the circumstances, we may provide a replacement, refund or another appropriate remedy.

Nothing in this section removes or reduces your rights under Australian Consumer Law.

12. Delivery Problems

We take reasonable steps to ensure orders are properly packed and delivered.

If your delivery is:

please contact us promptly.

We will investigate the issue and, where appropriate, arrange a replacement, refund or other remedy.

13. Delivery Where the Customer Provides Incorrect Information

Customers are responsible for providing accurate delivery information, including:

Where an order cannot be delivered because the customer has provided an incorrect or incomplete address, inaccessible location, incorrect contact details or unreasonable instructions, we may need to arrange an alternative delivery or collection.

Where an additional delivery attempt or other service is required because of information supplied incorrectly by the customer, an additional charge may apply where permitted by law and agreed with the customer.

This does not apply where the delivery problem was caused by Kumasi African Market or our delivery provider.

14. Orders Not Collected

Where a customer selects pickup and does not collect the order within the agreed collection period, please contact us as soon as possible.

For perishable or prepared food, we may be unable to safely retain the order indefinitely.

If the order has not been collected within a reasonable period and the products are no longer suitable for safe supply, we may be unable to resupply those products.

Where the failure to collect was caused by circumstances within our responsibility, your legal rights remain unaffected.

Where the failure to collect is solely the result of the customer's actions or failure to attend, a change-of-mind refund may not be available, particularly for perishable or prepared food.

15. Orders Paid by Cash

Where an order is paid for in cash and a refund is approved, we may provide the refund:

We may require proof of purchase before processing a refund.

16. Orders Paid by Card or Electronic Payment

Where an order was paid through a third-party payment provider, approved refunds may generally be returned through the original payment method.

The time taken for the refund to appear in your account may depend on the payment provider or financial institution.

Kumasi African Market does not control processing times imposed by third-party payment providers.

17. Refund Processing

Where a refund has been approved, we will process it within a reasonable period.

The method and timing of the refund may depend on:

A refund will generally be made to the original payment method where practicable.

We will not impose unnecessary administrative barriers on a customer who is entitled to a remedy under Australian Consumer Law.

18. Evidence and Investigation

To help us resolve an issue quickly, we may ask for reasonable information such as:

We may need to inspect or assess a product before determining an appropriate remedy.

We will not require unnecessary information or impose conditions that unlawfully restrict your consumer rights.

The ACCC confirms that businesses may assess a product or service before providing an appropriate remedy.

19. Proof of Purchase

A receipt, order confirmation, invoice, transaction record or other reasonable evidence of purchase may be requested.

If you cannot locate your receipt, please contact us. We may be able to verify the transaction using our records.

20. Change of Mind

Unless expressly stated otherwise, we do not provide refunds simply because a customer:

This particularly applies to perishable groceries and prepared restaurant meals.

However, this section does not affect any rights arising under Australian Consumer Law.

Australian Consumer Law generally does not require businesses to provide a refund for a simple change of mind, but it does require businesses to honour applicable consumer guarantees.

21. Sale and Promotional Items

Sale, discounted or promotional items remain subject to Australian Consumer Law.

A discounted item may still be entitled to a refund, replacement or other remedy where it does not meet an applicable consumer guarantee.

A promotion or sale condition cannot be used to remove rights that cannot legally be excluded.

22. Products With an Expiry or Best-Before Date

We aim to supply products within reasonable quality expectations for their type.

Where an item's date marking, packaging or condition forms part of the product representation, we will take reasonable care to ensure the product supplied corresponds with its description.

A best-before date does not automatically mean a product is unsafe after that date, while a use-by date has particular food-safety significance.

Where a product supplied is unsafe, unsuitable, substantially deteriorated or otherwise does not meet an applicable consumer guarantee, please contact us promptly.

23. Refunds for Partial Orders

Where only part of an order is affected, we may provide a refund or other remedy for the affected item rather than cancelling the entire order.

Where the problem materially affects the entire order, we will assess the appropriate remedy based on the circumstances.

24. Delivery Fees and Refunds

Where an item is missing, incorrectly supplied or affected by a problem covered by Australian Consumer Law, any applicable delivery-fee remedy will be assessed based on the circumstances and the nature of the failure.

Where only one item in a larger order is affected, we may not automatically refund the entire delivery fee.

Where an order is cancelled or cannot be fulfilled because of an issue for which Kumasi African Market is responsible, we will consider any applicable refund of amounts paid, including delivery charges where required by law.

25. No Unlawful "No Refund" Rule

Kumasi African Market does not operate a blanket "no refunds" policy.

Nothing in this policy is intended to deny a customer a remedy where one is available under the Australian Consumer Law.

Consumer guarantees cannot be removed by a store policy, website condition or disclaimer.

26. Contacting Us About a Refund or Return

Please contact us as soon as reasonably possible after discovering a problem.

For the fastest resolution, include:

For food-safety or quality concerns, please contact us promptly and avoid consuming the affected product.

27. Contact Details

Kumasi African Market

Location: Penrith, New South Wales, Australia
Email: admin@kumasimarket.com.au
Phone: not yet set — add one in Admin → Settings

28. Australian Consumer Law

This Refund, Return & Cancellation Policy is subject to the Competition and Consumer Act 2010 (Cth), including Schedule 2, the Australian Consumer Law, together with other applicable laws.

Where Australian Consumer Law gives you a right to a refund, replacement, repair, cancellation or compensation, nothing in this policy limits that right.

Our voluntary return and change-of-mind conditions apply only where the law permits us to impose them.

For further information about consumer guarantees, customers may consult the Australian Competition and Consumer Commission (ACCC) or NSW Fair Trading.

Last updated: 11 September 2026
Kumasi African Market