1. Overview This policy explains how Fit Healthy Chef handles order changes, cancellations, subscription changes, refunds, store credit and problems with a delivered order. Prepared meals are perishable products, so what can be offered depends on payment status, production status, delivery status, the applicable cut-off and the reason for the request. How deliveries are scheduled, charged and completed is covered by the Delivery Policy. 2. Order changes and cancellations Customers should request changes or cancellations as early as possible. An order can be changed or cancelled until the cancellation cut-off that applies to it, and while it has not been produced, packed, dispatched or delivered. Where cancellation is still available, it can be requested from the order in the customer account, and the amount paid is refunded in full to the original payment method. Once the cut-off has passed, or the order has been produced, packed, dispatched or delivered, cancellation is no longer available from the account and the request must be sent to customer support, which will confirm what can be offered. 3. Orders placed by mistake An order placed by mistake, including the wrong items, the wrong quantity, the wrong delivery date or the wrong address, can be corrected or cancelled at no cost before the cut-off. After the cut-off, ingredients have been ordered and production has been scheduled, so Fit Healthy Chef does not offer a refund or credit for an order placed incorrectly. Where the delivery address is wrong and the order has not yet been collected by the courier, contact customer support: a change may still be possible, and any additional delivery cost is payable by the customer. 4. Subscription pauses, edits and cancellations Subscription item changes, quantity changes, delivery address changes, pauses, skips and cancellations must be completed before the applicable subscription cut-off. Changes made after the cut-off may apply to the following billing or delivery cycle. If Stripe has already processed a subscription payment, the current order may still proceed unless Fit Healthy Chef confirms otherwise. 5. Reporting a problem with a delivered order If there is a problem with a delivered order, including damage on arrival, a missing item, an incorrect item or a quality issue, contact Fit Healthy Chef within 24 hours of delivery. Requests received after 24 hours may not be able to be assessed, because the products are perishable and the delivery partner's own claim window is short. Photos of transit damage provided within 12 hours of delivery allow a claim to be lodged with our delivery partner; after 12 hours the issue may still be resolved, but the cost can no longer be recovered from the courier. 6. What to include in a claim A claim should include the order number and delivery date, a clear description of the issue, photos of the damaged or affected meals or items, and one photo showing all meals together as delivered, which our delivery partner requires before a claim can be lodged. Fit Healthy Chef may ask for further details or evidence before a claim is approved. 7. Damaged deliveries Where an order arrives damaged and the claim is accepted, the standard resolution is store credit for a future order rather than a cash refund. Customers who are not satisfied with that resolution should contact the business so a fair outcome can be agreed. Nothing in this section limits any right to a repair, replacement or refund available under the Australian Consumer Law. 8. Missing or incorrect items Where an item is missing from a delivered order, or an item materially different from the one ordered was supplied, Fit Healthy Chef will offer a refund, a credit or a replacement for the affected item. 9. Refund eligibility Refunds may also be considered where Fit Healthy Chef cannot fulfil an order, where a duplicate payment was taken, where a delivery issue is accepted as the responsibility of Fit Healthy Chef or its delivery process, or where another issue is accepted by the business as a valid refund reason. 10. What is not refunded Refunds and credits are not offered where the order was delivered in good condition and was not refrigerated immediately, including meals that spoiled through heat or delay at the delivery address after delivery; where the products have been consumed; where the products have passed their use-by date after delivery; where the products have been altered, re-prepared or handled in a way that prevents the issue from being assessed, or were dropped or damaged at the delivery address; where the reason is a taste or preparation preference; where the order was placed incorrectly and the cut-off has passed; where delivery could not be completed because the delivery details were wrong or access to the address was not available; where the issue was reported too late to be assessed; or where the issue was caused by circumstances outside Fit Healthy Chef's reasonable control. Opening a meal in order to eat or reheat it does not affect a claim. 11. Taste and preparation Fit Healthy Chef does not offer a refund or credit because a customer does not enjoy the taste or preparation of a particular product. Customers who are not happy with a product should contact the customer service team, which will do its best to offer an alternative product in the next delivery. 12. Ingredient substitutions Where an ingredient is unavailable because of a market shortage, Fit Healthy Chef may adjust the affected meal and will notify the customer. A substitution of this kind is not by itself a reason for a refund or credit. If a substitution affects an ingredient identified by the customer as an allergen, or changes a dietary claim made for the product, the customer will be contacted and may cancel the affected item for a full refund. 13. Risk and title Risk and title in the products pass to the customer on delivery, which is when the order is handed over or left at the delivery address in line with the customer's delivery instructions. Fit Healthy Chef is not responsible for products that are lost, stolen, damaged or spoiled after that point. 14. Refund method and timing Approved refunds are usually returned to the original payment method through Stripe or the original payment provider. Processing times depend on the provider, bank or card issuer. Store credit, gift card credit or promotional credit may be offered where appropriate and accepted by the customer. 15. Store credit, promotions and gift cards Store credit approved under this policy is added to the customer account and applied at checkout on a future order. Discounts, promotional codes, customer credit and gift cards may reduce the refundable cash amount. Promotional value may not be refundable unless required by law or expressly approved by Fit Healthy Chef. Gift card and customer credit adjustments may be returned as credit instead of cash where appropriate. 16. Delivery costs, redelivery and replacements Where a delivery fails, or an order has to be sent again because of an error by Fit Healthy Chef or its delivery partner, the replacement or redelivery is arranged at no additional cost to the customer. Where a delivery fails because the delivery details provided were wrong, or because access to the address was not available, a new delivery fee applies to any redelivery. 17. Custom meals and meal plans Custom meals are produced to the customer's own specification, so a change of mind after the cut-off cannot be refunded. Where a custom meal was not produced as specified, it is treated as an incorrect item under section 8. 18. How to request help To request a cancellation, refund, subscription change or order adjustment, contact Fit Healthy Chef with the order number, account email, delivery date, affected items and a clear description of the issue. The earlier the request is received, the more options may be available. 19. Consumer rights Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy available under the Australian Consumer Law that cannot be excluded. 20. Changes to this policy Fit Healthy Chef may update this policy when operations, delivery rules, subscription rules, payment providers, business processes or legal requirements change. The latest version published on this page applies from the time it is made available.