Refund policy

 

Refund & Replacement Policy – Fresh Fruit

Due to the perishable nature of fresh fruit, we do not accept returns or offer refunds for change of mind.

We do, however, stand behind the quality of our produce and comply fully with Australian Consumer Law.

When you are eligible for a refund or replacement

You may be entitled to a refund or replacement if your order arrives:

  • Damaged
  • Spoiled
  • Incorrect
  • Not of acceptable quality

How to report an issue

Please contact us within 24 hours of delivery and include:

  • Your order number
  • A brief description of the issue
  • Clear photos of the fruit and packaging

Contact: info@mountainyuzu.com.au

Our resolution process

Once your claim is reviewed, we may offer one of the following:

  • Replacement product
  • Full or partial refund
  • Store credit (if preferred)

The resolution offered will depend on the nature of the issue and product availability.

Important information

  • We cannot accept responsibility for issues caused by incorrect delivery details supplied at checkout.
  • Natural variations in size, colour, or skin appearance are normal and not considered faults.
  • Claims submitted outside the 24-hour reporting window may not be accepted.

This policy does not affect your rights under Australian Consumer Law.

Refund & Replacement Policy – Other Products

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@mountainyuzu.com.au. Please note that returns will need to be sent to the following address: 233 Hughes Lane, Eurobin  Vic  3739.  Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@mountainyuzu.com.au.

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

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@mountainyuzu.com.au.