Effective date: 29 January 2026
This policy applies to purchases from The Masala Mill Pty Ltd (“we”, “us”, “our”) for local delivery and pickup only in Australia.
1. Your rights under Australian Consumer Law (ACL)
Our goods come with consumer guarantees that cannot be excluded under the ACL. If a product has a problem, you may be entitled to a repair, replacement or refund.
2. No change-of-mind returns
We do not offer returns or refunds for change of mind, including ordering the wrong item/quantity, deciding you no longer want it, or finding it cheaper elsewhere. This does not limit your rights under the ACL.
3. When you are entitled to a remedy
You are entitled to an ACL remedy if an item:
- is faulty or unsafe
- is not of acceptable quality
- is not as described or doesn’t match what you ordered
- is not fit for purpose you told us about
- is missing or the wrong item was supplied
4. Pantry goods (shelf-stable)
If there’s an issue with a pantry item, we may:
- replace it,
- refund it, or
- offer another appropriate ACL remedy (depending on whether the issue is major or minor).
5. Frozen and chilled goods (food safety / temperature-sensitive)
For frozen and chilled products, food safety is critical. For that reason:
We generally do not accept returns of frozen/chilled products once they have been collected or delivered, unless required under the ACL (for example, where the product is faulty, unsafe, not as described, or otherwise fails a consumer guarantee).
Where an ACL remedy applies, we may (depending on the circumstances) provide a refund/replacement without requiring the product to be returned, and instead request photos, batch/expiry details, and other information to assess the claim. (This approach is to protect food safety and is not intended to limit ACL rights.)
6. Timeframes to report issues (all goods; especially perishable)
Please contact us as soon as possible if something is wrong:
Delivery orders: report issues within 24 hours of delivery.
Pickup orders: please check your order at pickup (or as soon as you get home) and report issues within 24 hours of pickup.
This helps us investigate promptly, especially for temperature-sensitive products. Your ACL rights still apply regardless.
7. Delivery and pickup responsibilities
Delivery
Please ensure someone is available to receive frozen/chilled goods at the nominated delivery time.
If you instruct us to leave an order unattended, responsibility for temperature exposure after delivery rests with the customer. This does not affect remedies where the product was already faulty, damaged, unsafe, or incorrect at the time of delivery.
Pickup
Responsibility for storage/transport (e.g., insulated bag/ice packs) transfers to you once the order is handed over.
8. How to request a refund/replacement
Contact us with:
- your name and order number / proof of purchase,
- what went wrong,
- photos (packaging, product, expiry/batch where available).
Contact Details:
Email: hello@themasalamill.com
Phone: +61248222343
Pickup address: 318 Auburn Street Goulburn NSW 2580
If an item needs to be returned for an ACL assessment, we’ll tell you how. Where goods fail a consumer guarantee, suppliers are generally responsible for reasonable return costs (or an equivalent practical solution).
9. Refund method and timing
Approved refunds are processed to the original payment method (unless otherwise agreed). Processing times may vary by bank/payment provider.
10. When a remedy may be refused (where allowed by law)
We may decline a remedy where the ACL allows, including if:
- the issue was caused by misuse or failure to follow storage/handling instructions, or
- the product was damaged due to temperature exposure after handover (delivery/pickup), and it was not faulty/incorrect at the time of handover.
11. Escalation (NSW)
If we can’t resolve the issue, you may contact NSW Fair Trading (including lodging a general consumer complaint).