Refund policy

1. Overview

At Chef In De Box, every meal is prepared with care and provided fresh. Because our products are fresh and perishable food items, we are generally unable to accept returns or provide refunds for change of mind, late collection or orders left unattended following successful delivery.

Your rights under the Australian Consumer Law are not affected by this policy. If there is a problem with your order, please contact us and we will work with you to resolve it.

2. Incorrect, Missing or Damaged Orders

If you receive an incorrect or missing item, damaged packaging, or believe a meal you received is not of acceptable quality, please contact us within 24 hours of delivery or collection at hello@chefindebox.com.au.

To help us review the issue quickly, please include:

Your order number
A brief description of the issue
A clear photo of the affected item where relevant

Depending on the circumstances, the appropriate resolution may include:

A replacement meal or item, where available
A store credit
A partial or full refund
Another remedy required under Australian Consumer Law

3. Delivery Issues

Chef In De Box local deliveries take place on Sunday after 6:30pm within our eligible delivery area.

Customers are responsible for providing complete and accurate delivery information, including apartment or unit numbers and any required building access instructions.

If you are not available when your delivery arrives, your order may be left in a safe location where appropriate.

As our meals are fresh and perishable, they should be refrigerated as soon as possible after delivery. Chef In De Box cannot accept responsibility for spoilage, theft or damage resulting from an order being left unattended after successful delivery.

If your order has not arrived as expected or there is another delivery issue, please contact us as soon as possible.

4. Pick-Up Orders

Free Sunday pick-up is available between 6:00pm and 6:30pm from:

Chef In De Box
Unit 107, 1–3 Dunning Avenue
Rosebery NSW 2018

Customers selecting pick-up are responsible for collecting their order during the specified collection window.

If you are unable to collect your order, please contact us as soon as possible. Due to the perishable nature of our meals, we cannot guarantee a refund or replacement for orders that are not collected within the scheduled collection period.

5. Subscription Changes, Skips and Cancellations

Chef In De Box operates on a weekly subscription basis.

You can manage your subscription before the weekly cut-off, including changing your meal selections or quantities, skipping an upcoming week, pausing your subscription or cancelling your subscription.

All changes for the upcoming Sunday order must be completed by Thursday at 11:59pm.

There is no fixed-term commitment to your Chef In De Box subscription. However, once the weekly cut-off has passed, your upcoming order may already be confirmed for preparation and changes, cancellations or refunds may no longer be possible for that order.

Cancelling or pausing your subscription after the weekly cut-off does not necessarily cancel an order that has already been confirmed for the upcoming Sunday.

6. Failed or Duplicate Payments

If you believe you have been charged incorrectly or more than once for the same order, please contact us as soon as possible at hello@chefindebox.com.au.

We will review the transaction and provide an appropriate resolution where an incorrect charge has occurred.

7. Refund Processing

Where a refund is approved, it will generally be returned to the original payment method used for the purchase.

Once a refund has been processed by Chef In De Box, the time taken for the funds to appear in your account may vary depending on your bank or payment provider.

8. Quality Commitment

We want every Chef In De Box order to arrive fresh and meet the standard you expect from us.

If something is not right with your order, please let us know as soon as possible. We may request additional information or photographs so we can understand what happened and provide an appropriate resolution.

9. Australian Consumer Law

Nothing in this Refund Policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law that cannot lawfully be excluded, restricted or modified.