Refund Policy

Effective: 18 June 2026

At Box of India, we are committed to delivering quality products, convenience, and a delightful shopping experience. If for any reason you are not completely satisfied with your purchase, this policy explains how we can assist you.

Your Consumer Rights

This policy operates alongside your statutory rights under the Australian Consumer Law (ACL), as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). These rights are not affected or limited by anything in this policy.

Under the ACL, you are entitled to a remedy — replacement, refund, or repair — if a product:

• has a major problem (a defect, is unsafe, significantly different from its description, or unfit for purpose);
• is not of acceptable quality; or
• is not fit for any purpose we represented to you.

For minor problems, we may choose to repair, replace, or refund. For major failures, you can choose between a replacement, a refund, or compensation for the drop in value.

Returns

Eligibility

Most new, unopened, and non-perishable items may be returned within 2 days of delivery for a refund (change of mind).

Items that cannot be returned

Due to health and safety regulations, the following cannot be returned for a change of mind:

• Perishable goods such as fresh produce, frozen items, flowers, and plants
• Gift cards
• Certain health, beauty, and personal care products (for hygiene reasons)
• Items marked as final sale, near-expiry, or clearance

This restriction does not apply if the item is defective or not as described — in those cases, please see the Damaged, Incorrect, or Missing Items section below or your rights under the ACL.

Fresh Produce Quality & Natural Variation

Fresh produce items may naturally vary in size, colour, shape, ripeness, and appearance depending on seasonal supply and sourcing conditions. Such natural variations do not qualify as defects and are not grounds for return or refund unless the item is clearly spoiled, damaged, or unfit for consumption at the time of delivery.

Return Process

To initiate a return:

• Email our customer support team at support@boxofindia.app within 2 days of delivery.
• Include your order number and details of the item(s) you wish to return.
• Our team will provide return instructions and the return address if your item is eligible.

Important notes on returns

• Customers are responsible for return shipping costs unless the item is defective, incorrect, or subject to a major failure under the ACL.
• Return shipping costs are non-refundable for change-of-mind returns.
• If approved, change-of-mind return shipping costs may be deducted from your refund.
• We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

Refunds

Refund Process

Once we receive and inspect the returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved:

• The refund will be issued to your original payment method within 5–10 business days.
• Depending on your bank or card issuer, the refund may take additional time to appear on your statement.
• Any applicable deductions (such as return shipping costs or cancellation fees) will be clearly communicated before the refund is processed.

In some cases we may offer store credit as an alternative, or refund certain items without requiring them to be returned. This will be confirmed with you in writing.

Order Cancellations

• Orders may be cancelled free of charge before they are processed or packed.
• If your order has already been packed or prepared for dispatch, a cancellation fee of AUD $20 may apply to cover handling, packaging, and administrative costs.
• Once an order has been shipped, cancellations are no longer possible. Please refer to the Returns section above.

Damaged, Incorrect, or Missing Items

If you receive an item that is damaged, incorrect, or missing, please contact us within 48 hours of delivery.

Email: support@boxofindia.app

Please include:

• Your order number
• Photos of the item(s) where applicable
• For missing items, photos of the parcel received including packaging and contents

Requests made after 48 hours may not be eligible for investigation or refund. We will arrange a replacement, refund, or store credit, and in some cases this may be done without requiring the item to be returned.

Spoiled Fresh or Frozen Items

For fresh or frozen items that arrive spoiled, damaged, or with broken cold-chain on delivery, contact us within 24 hours of delivery with photos. We will issue a refund or store credit without requiring the item to be returned. (Fresh and frozen items are currently only available for Sydney metro deliveries.)

Exchanges

We only offer exchanges for items that are defective or damaged. To request an exchange:

• Email support@boxofindia.app
• Include your order number and photos of the item
• Our team will provide instructions on how to proceed

Refund Abuse & Policy Misuse

Box of India reserves the right to limit, decline, or refuse change-of-mind returns, refunds, or replacements if we reasonably believe this policy is being misused.

Accounts that show excessive refund claims, repeated unsubstantiated complaints, or unusual return patterns may be subject to additional verification or restrictions on future orders.

This clause does not affect your statutory rights for genuinely faulty or misdescribed goods under the Australian Consumer Law.

Contact Us

For any questions regarding returns, refunds, cancellations, or order issues, please contact us:

Email: support@boxofindia.app
WhatsApp: +61 405 684 956