Refund policy
Refund, Return & Exchange Policy
Last updated: 28 October 2026
Healthie Wholesalers is operated by TND Ventures Pty Ltd trading as Healthie Wholesalers, ABN 37 693 658 061.
We want customers to receive the correct goods in good condition. This policy explains how we handle faulty, damaged, incorrect or missing goods, change-of-mind requests, 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.
Faulty, damaged, spoiled, 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. However, not contacting us within 48 hours does not by itself remove any rights or remedies you may have under the Australian Consumer Law.
We may ask for:
- your order number or proof of purchase;
- photographs of the goods and packaging;
- batch, lot or best-before information; and
- other reasonable information needed to assess the issue.
In some circumstances we may ask you to retain or return the goods so that the issue can be assessed.
Where a product fails to meet an applicable consumer guarantee, the remedy will depend on the circumstances and may include a repair, replacement, refund or other remedy required by law. For a major problem, the ACL may give the consumer the right to choose a refund or replacement.
Change of mind or incorrectly ordered goods
We accept change-of-mind returns within 2 days of delivery, including where you have ordered the wrong product, size or quantity, provided the goods are:
- unopened and unused;
- in their original condition and packaging;
- suitable for resale; and
- returned in accordance with any instructions we provide.
To start a return, email hello@healthiewholesalers.com.au within 2 days of delivery with your order number. Returns are by mail or courier back to our Burleigh Heads warehouse.
Return freight for a change-of-mind return is the customer's responsibility. We do not charge a restocking fee. Once we receive and check the returned goods, we will refund the price of the returned items.
For food safety, quality and traceability reasons, change-of-mind returns do not apply to:
- opened food products;
- perishable or temperature-sensitive products;
- goods requiring controlled storage;
- specially ordered or custom-sourced goods; or
- goods that cannot reasonably be resold.
These change-of-mind conditions do not limit any rights available under the Australian Consumer Law.
Order changes and cancellations
If you need to change or cancel an online order, contact us as soon as possible.
We process orders quickly, so we cannot guarantee that an order can be changed or cancelled once picking, packing or dispatch has commenced.
If we agree to a customer-requested cancellation that is not required by law, we may deduct a non-recoverable third-party payment processing or transaction cost where:
- the cost has genuinely been incurred;
- the deduction is permitted by law; and
- the amount has been disclosed to you.
We will not deduct such fees where the law requires a full refund.
Delivery-related issues
Please provide a complete and accurate delivery address and any relevant delivery instructions.
If an order has to be redirected or re-delivered because the address or instructions supplied by the customer were incorrect or incomplete, we may charge reasonable additional freight 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.
Authority to leave
If you authorise a carrier to leave goods without a signature, please nominate a secure, shaded and weather-protected location.
Once delivery has been completed in accordance with your authority-to-leave instructions, loss, theft or deterioration caused by conditions after delivery may be your responsibility, subject to applicable law.
Heat-sensitive and storage-sensitive products
Some products, including chocolate, dates and other food products, may be affected by heat, moisture or prolonged exposure.
Please collect, unpack and store your order promptly and follow any storage instructions provided with the goods.
If you have concerns about sending a heat-sensitive product to your location, please contact us before ordering.
Events outside our reasonable control
Delivery may be affected by circumstances outside our reasonable control, including severe weather, natural disasters, industrial action, transport disruptions or similar events.
Where practicable, we will take reasonable steps to minimise disruption and communicate material delays.
Nothing in this section limits rights that cannot lawfully be excluded.
Contact us
TND Ventures Pty Ltd trading as Healthie Wholesalers
ABN 37 693 658 061
Email: hello@healthiewholesalers.com.au
Phone: 07 5576 5824
Address: Unit 4, 31 Township Drive, Burleigh Heads QLD 4220