REFUND POLICY
LAST UPDATED JANUARY 2026
REFUND POLICY — THE BASICS
We take pride in the quality of our food and service. If something isn’t right with your order, please let us know and we’ll do our best to fix it.
Change of Mind
Due to the nature of freshly prepared food, we do not offer refunds for change of mind once an order has been placed or prepared.
Incorrect or Faulty Orders
You may be eligible for a refund, replacement, or store credit if:
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You receive the wrong item
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Your order is missing items
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The food is faulty, damaged, or not of acceptable quality
Please contact us as soon as possible after receiving your order and provide:
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Your order number or receipt
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Details of the issue
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Photos where applicable
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Order Preparation Errors
If we have made an error with your order, we may offer:
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A replacement item
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A partial or full refund
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Store credit for future use
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The resolution offered will depend on the nature of the issue.
Delivery Orders (Third-Party Platforms)
Orders placed through third-party platforms such as Uber Eats or DoorDash are subject to their refund and complaint processes.
Please contact the platform directly through their app for assistance with refunds or delivery issues.
Order Cancellations
Once an order has been accepted and preparation has started, it cannot be cancelled or refunded.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a refund or replacement if goods are faulty, not as described, or unfit for purpose.
Contact Us
If you have a problem with your order, please contact us as soon as possible:
Email: info@the-og.com.au
WHAT TO INCLUDE IN THE REFUND POLICY
Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much much more.