Refund Policy
If something is not right with your order, we fix it. Here is how that works for pickup orders, group orders and delivery, in plain words.
Last updated 20 October 2026
The short version
You pay at the counter when you collect, so there is nothing to refund until you have your food. If your order is wrong, missing something, or not up to scratch, tell us straight away and we will remake it, replace it or refund it. Your rights under Australian Consumer Law always apply and nothing on this page takes them away.
Something is wrong with your order
- Wrong or missing item. Tell the team at the counter before you leave, or if you have already left, email us the same day with your order number. We will make the missing item fresh, swap the wrong one, or refund the difference.
- Quality. If a bowl, smoothie, coffee or any other item is not up to the standard you would expect, bring it back to the counter and we will remake it or refund it. Please do this on the day, while we can see what went wrong.
- Allergy or dietary request not followed. If you told us about an allergy or dietary need and the order did not follow it, do not eat it. Tell us straight away and we will remake it with care or refund it in full.
Changing your mind
Everything is made fresh to order, so once we have started making your food we cannot cancel it or refund it because you changed your mind, ordered the wrong thing or no longer want it. If you need to change an order you placed on this site, call or message the shop as soon as you can. If we have not started it, we will happily change or cancel it.
Orders not collected within 30 minutes of the pickup time may be thrown out for food safety. Because nothing is charged online, there is nothing to refund, but repeated uncollected orders may mean we cannot accept future site orders from you.
How it looks versus what is in it
Photos on this site and in the shop show how our food is usually served, and some images are illustrations. Every bowl is made by hand from natural fruit, so the colour, shape and arrangement of yours may look a little different from the picture. The ingredients are the same. A bowl that looks different from a photo but is made as described is not a fault and is not refunded on that basis.
Party Boxes and group orders
Group orders need 3 days notice and are confirmed by email once we agree the items, quantity, time and price. Once confirmed, we buy and prepare fruit for your order, so:
- Changes or cancellations more than 48 hours before pickup: no charge.
- Within 48 hours of pickup: we may ask you to cover the cost of fruit and ingredients already prepared.
- If we cannot fulfil a confirmed group order for any reason on our side, you pay nothing and we will tell you as early as we can.
Delivery orders
Orders placed through Uber Eats or any other delivery platform are refunded through that platform. Report the problem in the app first, as that is the fastest way to get it sorted. If you get stuck, email us and we will help you chase it.
How refunds are paid
Refunds are made the same way you paid, at the counter by card or cash, or by bank transfer if you have already left. Card refunds can take a few business days to show in your account depending on your bank.
Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
Contact us
Speak to the team at the counter, call the shop on 0450 511 682, or email info@austropical.com.au with your order number. We reply on the same day the shop is open. See also our Terms of Service and Privacy Policy.
