Refund policy

Omni Source Pty Ltd (ABN 60 675 619 011) is committed to ensuring customer satisfaction and compliance with the Australian Consumer Law (ACL). This Cancellation & Returns Policy outlines the process for canceling orders and returning faulty, damaged, or incorrectly supplied food products purchased from our website (www.omnisource.com.au). Please read this policy carefully before placing an order.
1. Cancellations
- Cancellation Window: You may request to cancel your order within 2 working days from the date of receipt, before the order is processed and dispatched. Once an order has been dispatched, it can no longer be canceled.
- How to Cancel: To request a cancellation, contact us during business hours (Monday–Friday, 9 AM–5 PM AEST) at:
- Email: cs@omnisource.com.au
- Phone: +61 404 99 55 44
- No Reason Required: You do not need to provide a specific reason for cancellation if requested before dispatch.
- Refund for Cancellations: If your cancellation is approved, any payment made will be refunded to your original payment method within 5 business days.
2. Returns for Faulty, Damaged, or Incorrect Goods
Our food products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
2.1 What Constitutes a Major Failure
A “major failure” for our food products includes situations where:
- The product is spoiled, expired, or contaminated at the time of delivery.
- The product is unsafe for consumption.
- The product is significantly different from its description (e.g., wrong flavor, size, or packaging).
- The product is missing essential features described on the Website.
2.2 Returns Process
- Initiating a Return: If you receive a faulty, damaged, or incorrect product, contact us within 7 days of delivery at:
- Email: cs@omnisource.com.au
- Phone: +61 404 99 55 44
- Proof of Purchase: You must provide proof of purchase (e.g., order number or receipt) when requesting a return.
- Return Instructions: We will provide instructions for returning the product. For approved returns, we may issue a pre-paid return shipping label. Do not return products without prior approval.
- Refund or Replacement: Once the returned item is received and inspected (within 5 business days), we will, at your preference:
- Refund the purchase price to your original payment method (e.g., Visa, Mastercard, Afterpay, Pay by Link).
- Provide a replacement product at no additional cost.
- Offer store credit as an alternative.
- Exclusions: Returns will not be accepted if:
- The product has been opened, partially consumed, or damaged by you (unless the fault was present at delivery).
- The packaging has been tampered with after delivery.
- The product has not been stored as per instructions (e.g., “store in a cool, dry place”).
3. No “Change of Mind” Returns
Due to health and safety regulations for food products, we do not accept returns or refunds for “change of mind” or similar reasons. This does not affect your rights under the ACL for faulty, damaged, or incorrect goods.
4. International Returns
- Faulty Goods: We accept returns for faulty, damaged, or incorrectly supplied goods from international customers (shipped via DHL or FedEx).
- Return Process: Contact us within 7 days of delivery at cs@omnisource.com.au or +61 404 99 55 44. We will provide instructions and may cover reasonable return shipping costs for confirmed faulty or damaged items.
- Customs and Duties: We are not responsible for customs clearance delays or duties incurred during return shipments.
- Refunds/Replacements: Once the return is received and inspected, we will process a refund to your original payment method, send a replacement, or offer store credit, based on your preference.
5. Food Product-Specific Terms
- Responsibility: You are responsible for checking expiry dates and allergen information before using our products. We do not accept liability for allergic reactions where allergens are clearly stated on the product packaging or Website.
- Storage Instructions: Returns will not be accepted if products were not stored according to instructions provided (e.g., “store in a cool, dry place”).
6. Contact Us
For questions about cancellations, returns, or this policy, please contact us at:
- Email: cs@omnisource.com.au
- Phone: +61 404 99 55 44
- Address: 24/45, Hunter Road, Derrimut, 3026, Victoria, Australia
- Hours: Monday–Friday, 9 AM–5 PM AEST
We aim to respond to all inquiries within 5 business days. If you are unsatisfied with our response, you may contact Consumer Affairs Victoria or visit www.accc.gov.au for more information on your consumer rights.
Note: This policy does not affect your statutory rights under the Australian Consumer Law.