Returns and refunds

What if my products arrive in an unsatisfactory condition?

It's always our aim to provide you with the freshest produce (fruit and vegetables). To achieve this, we have quality control systems in place for checking produce as it is arrives and leaves our warehouse. Occasionally, however, an item will be missed in this system. If your produce isn't up to your expectations, please send us an email to orders@doorstep.com.au, with a photo as soon as possible after delivery.

We reserve the right to collect any damaged produce or faulty items before offering a credit so please ensure that nothing is thrown away or disposed of before a resolution is in place.

If possible we will deliver replacement items or we will issue a credit on your account to be deducted from your next order. If this does not suit, you can request a credit directly onto your credit card. If you do not request a credit or contact us within 24 hours, we reserve the right to refuse a credit.

What if I ordered the wrong product or changed my mind?

We understand this happens sometimes. In this case, we reserve the right to refuse a refund or return dependent on the product.

What if I received a product that I didn't order?

If we have supplied you with an extra item incorrectly, we will arrange with you to pick up the incorrect item on our next delivery run to your area.

If we have provided the wrong item in error of your ordered item, we will issue a refund, or deliver the correct item while picking up the incorrect item. If you have used the item or thrown it away, we reserve the right to refuse a refund.

Please claim for a credit due to missing or incorrect items to our orders@doorstep.com.au email address within 24 hours of the delivery being received.

My frozen items have defrosted

If you have ordered a frozen or refrigerated item, you need to be aware that some defrost of the item will occur in transit. We pack your items carefully and deliver in refrigerated trucks, however once your item is removed from its cold storage there will naturally be some increase in temperature. Please be assured that the packaging we use for transportation of your colds items are designed to keep them cold for as long as possible and a slight increase in temperature over the space of one day (24 hours) will not mean that your food is no longer safe to eat.