Refund policy
Perishable & Chilled Items (Cheese, Marinated Seafood, Fresh Dips, Olives)
Due to food safety and quality reasons, we do not accept change-of-mind returns on perishable or chilled products, including cheese, marinated seafood, fresh dips, and olives, once they have left our premises.
However, if there is a genuine problem with your order, we will make it right. This includes if your item:
- arrived damaged, spoiled, or spilled in transit
- was significantly delayed in delivery, affecting its condition on arrival
- is faulty, incorrect, or not as described
What to do: Contact us within 48 hours of delivery at hello@segreti.com.au or 0414 099 413 with:
- Your order number
- A photo of the affected item(s) and packaging
- A brief description of the issue
We will assess the claim and offer a replacement or full refund for the affected item(s) — you will not need to return the perishable product to us.
Pantry & Non-Perishable Items (Crackers, Preserves, Oils, Vinegars, Unopened Jars)
For food safety and quality reasons, we do not accept change-of-mind returns on pantry or non-perishable items once they have left our premises.
However, if there is a genuine problem with your order, we will make it right. If a pantry item arrives damaged, faulty, or different from what you ordered, contact us within 48 hours of delivery at hello@segreti.com.au or 0414 099 413 with a photo and description of the issue, and we will arrange a replacement or refund at no cost to you — you will not need to return the item to us.
Missing Items
If an item is missing from your order, please contact us within 48 hours of delivery with your order number. We will either:
- Ship the missing item to you as soon as possible, or
- Refund you for the missing item
Allergies & Dietary Requirements
Please check product descriptions, labels, and our product pages carefully before ordering, particularly if you have a food allergy or intolerance — full allergen information is listed on every product. We are unable to offer refunds where a product has been correctly labelled and described, but you did not check for allergen information prior to purchase. If you believe a product was mislabelled or the allergen information provided was incorrect, please contact us immediately.
Natural Product Variation
Many of our products are artisan, small-batch, or minimally processed, and may show natural variation in colour, texture, size, or flavour between batches. This is a normal characteristic of high-quality, less processed food and is not considered a fault. If you're ever unsure whether something seems right, please reach out. We're always happy to check.
How Refunds Are Processed
Approved refunds are returned to your original payment method. Please allow:
- 1–2 business days for us to process the refund on our end
- Additional time (typically 3–10 business days) for your bank or card provider to display the refund, depending on their processing times
Shipping costs are refunded only where the return is due to our error, a fault, or a delivery issue.
Changes to This Policy
We may update this policy from time to time. The most current version will always be available on this page.