Refund, Return & Exchange Policy

Refund, Return & Exchange Policy

Last updated: 3 October 2026

TND Ventures Pty Ltd trading as Healthie Wholesalers (ABN 37 693 658 061) wants customers to receive the correct goods in good condition. This policy explains how we handle order issues, returns, exchanges and cancellations.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL) or any other applicable law. Where the ACL applies, our change-of-mind conditions do not limit your rights if goods are faulty, damaged, unsafe, not as described, incorrectly supplied or otherwise fail to meet an applicable consumer guarantee.

Faulty, damaged, incorrect or missing goods

Please contact us as soon as possible after delivery if an item is faulty, damaged, spoiled, incorrectly supplied or missing. We ask that you notify us preferably within 48 hours so we can investigate promptly with our warehouse and freight providers.

We may ask for your order number, proof of purchase, photographs of the goods and packaging, batch or best-before information, and other reasonable information needed to assess the issue. In some cases we may ask for the goods to be returned or retained for inspection.

A failure to contact us within 48 hours does not by itself remove any rights or remedies you may have under the ACL. Where an applicable consumer guarantee has not been met, the remedy available will depend on the circumstances and may include a repair, replacement, refund or other remedy required by law.

Change of mind or incorrectly ordered goods

Healthie Wholesalers is not required to provide a refund or exchange merely because you change your mind, no longer require the goods, found them cheaper elsewhere, or ordered the wrong product or quantity.

If you have made an ordering error, please contact us within 48 hours of delivery. We may, at our discretion, accept a return or exchange where the goods are unopened, unused, in saleable condition and suitable for resale. Return freight and any reasonable freight costs associated with a change-of-mind return are the customer's responsibility unless we agree otherwise.

For food safety, quality and traceability reasons, we may refuse change-of-mind returns of opened goods, perishable goods, goods requiring controlled storage, specially ordered goods or goods that cannot reasonably be resold. These conditions do not apply where a remedy is required by law.

Order changes and cancellations

If you need to change or cancel an online order, please contact us immediately. We process orders quickly, so changes or cancellations cannot be guaranteed once picking, packing or dispatch has commenced.

If we agree to a customer-requested cancellation that is not required by law, we may deduct any non-recoverable third-party payment processing or transaction costs where this is permitted by law and has been disclosed to you. We will not deduct such fees from a refund where the law requires a full refund.

Delivery-related issues

Please provide a complete and accurate delivery address and any relevant delivery instructions. If loss, delay or additional freight costs arise because an incorrect or incomplete address or instruction was supplied by the customer, we may charge reasonable additional delivery costs to the extent permitted by law.

We use third-party freight providers. If goods are lost, damaged or mishandled before delivery, please contact us and we will work with you and the carrier to investigate and resolve the issue. The use of a third-party carrier does not remove any rights or remedies that apply under law.

If you authorise goods to be left without a signature, please choose a secure and suitable location. Once delivery has been completed in accordance with your instructions, loss, theft or deterioration caused by conditions after delivery may be the customer's responsibility, subject to applicable law.

Some products are sensitive to heat, moisture or other environmental conditions. Please collect, unpack and store your order promptly and in accordance with any storage instructions.

Events outside reasonable control

Delivery times may be affected by events outside our reasonable control, including severe weather, natural disasters, industrial action or transport disruptions. We will take reasonable steps to minimise disruption and communicate material delays where practicable. Nothing in this section limits rights that cannot lawfully be excluded.

Contact us

Email: hello@healthiewholesalers.com.au
Phone: 07 5576 5824
Address: Unit 4, 31 Township Drive, Burleigh Heads QLD 4220