Refund policy
RETURNS & REFUNDS
We want you to be happy with your Floco order. If your order arrives damaged, defective, incorrect or there is another issue with your products, please contact us at info@flocoaustralia.com.au as soon as possible so we can assess the issue and make it right.
Please include your order number and, where relevant, photos or other details that help us assess the issue.
Food Products
Unopened food products may be eligible for return within 30 days of delivery, subject to prior approval by Floco.
To be eligible for a change-of-mind return, products must be:
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unopened and unused;
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in their original packaging;
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undamaged and in a saleable condition; and
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suitable for resale, including from a food safety and product integrity perspective.
For approved change-of-mind returns, the customer is responsible for return shipping costs. Floco may deduct reasonable shipping, handling or restocking costs from any refund where applicable.
For food safety reasons, we cannot accept change-of-mind returns of products that have been opened, used or are otherwise unsuitable for resale.
Do not return food products unless Floco has authorised the return and provided return instructions.
Machines & Equipment
If you experience an issue with a Floco machine or other equipment, please contact us at info@flocoaustralia.com.au with your order details and a description of the issue.
Depending on the circumstances, we may arrange troubleshooting, assessment, repair, replacement, return or another appropriate remedy.
Please do not return a machine or equipment without contacting us first. If a return is required, we will provide instructions for where and how the equipment should be returned.
Any Floco machine warranty is provided in addition to any rights and remedies that may apply under the Australian Consumer Law.
Damaged, Defective or Incorrect Orders
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or incorrect.
Where possible, please provide photographs of the product and packaging so we can assess the issue quickly.
If a return is required, Floco will provide return instructions. Your rights in relation to damaged, defective or incorrect products are not limited by our change-of-mind return conditions.
Change of Mind
Change-of-mind returns for eligible unopened food products may be requested within 30 days of delivery in accordance with the Food Products section above.
We do not provide change-of-mind returns or exchanges for opened or used food products.
Unless otherwise agreed by Floco, customers are responsible for the costs associated with returning products due to change of mind.
Returns
All returns must be authorised by Floco before being sent.
If we approve a return, we will provide return instructions and the appropriate return address.
Items returned without prior authorisation may not be accepted.
We recommend using a tracked shipping service for change-of-mind returns, as the customer remains responsible for the product until it is received by Floco.
Refunds
Once an approved return has been received and assessed, we will notify you of the outcome.
Where a refund is approved, it will be processed to your original payment method.
Please allow up to 10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time for the funds to appear in your account.
Original shipping charges and return shipping costs are generally not refundable for change-of-mind returns.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, restricted or modified.
Contact Us
For returns, refunds, damaged orders or product issues, contact:
One strategic change I made deliberately: I wouldn't charge a mandatory restocking fee at launch. Reserve the right to recover reasonable handling/restocking costs, but don't lead with a punitive fee. You're trying to remove risk for operators sampling/adopting a new category.
With this policy in place, 30 days in the Meta/Shopify field now accurately reflects the voluntary Floco return window.