Refund policy

At Jeil Trading, we take pride in providing high-quality products and reliable service.
This policy operates in addition to your rights under the Australian Consumer Law.

1.Return Conditions

Returns may be considered where:

  • products are faulty, damaged, or unsafe
  • incorrect items were supplied
  • products do not match the confirmed order

For assessment purposes, customers should:

  • notify us as soon as possible after delivery
  • provide relevant details and supporting evidence

2. Reporting Timeframes

To assist with prompt assessment, customers should notify us within the following timeframes where possible:

Product Type Reporting Timeframes
Fresh Produce & Perishables Within 24 hours
Fresh Seafood Within 24 hours
Frozen Products Within 24 hours
Non-Stock / Special Order Items Within 24 hours
Dry Goods & Other Items Within 48 hours

3.Product Return Suitability

Temperature Requirements

For any approved claim involving chilled or frozen goods:

  • chilled items must be stored below 5°C
  • frozen items must be stored at -18°C or below

We may request evidence of proper storage conditions when assessing a claim.

4. Packaging & Condition

For approved returns (including change-of-mind where applicable), products should be:

  • unused and unopened
  • in original packaging
  • in re-saleable condition
  • free from damage or markings

5. Perishable Goods

Due to food safety requirements, we do not accept returns for chilled, frozen, or perishable goods where issues arise from:

  • improper storage after delivery
  • delayed handling
  • temperature exposure

This does not affect your rights under Australian Consumer Law.

6. Change of Mind

Returns for change of mind are generally not accepted.

Where approved at our discretion, items must meet the packaging and condition requirements outlined above.

7. Damaged or Incorrect Items

Customers should inspect all deliveries upon receipt.

If there is an issue:

  • contact us as soon as possible
  • provide:
    • clear photos of the product
    • order or invoice details
    • description of the issue

8. Return Process

Where a return is approved:

  • goods must be made available for collection
  • where reasonably possible, items may be handed to our delivery driver or left at a designated collection point 

9. Claims Review & Misuse Prevention

To ensure fairness and prevent misuse of our returns process, Jeil Trading reserves the right to assess all claims on a case-by-case basis.

We may decline, limit, or request further information for claims where:

  • insufficient evidence is provided
  • the claim is inconsistent with order or delivery records
  • the condition of the goods does not match the reported issue
  • the issue may have arisen after delivery (including storage, handling, or temperature control)
  • there is a pattern of repeated or excessive claims

We may also require:

  • return or inspection of goods
  • additional documentation or photos
  • confirmation of storage and handling conditions

Where we reasonably believe a claim is fraudulent, misleading, or made in bad faith, we reserve the right to:

  • refuse the claim
  • suspend or restrict account access
  • refuse future orders

This clause does not limit any rights or remedies available under the Australian Consumer Law.

10. Outcome of Claims

If a claim is approved, we may provide:

  • replacement goods
  • account credit
  • refund

in accordance with Australian Consumer Law.

11. Processing Time

Approved credits or refunds will be processed within a reasonable timeframe.
Bank or payment processing times may vary.