Refund Policy

1. Overview

At TwoKangaroo, we're committed to your satisfaction with our authentic Australian food subscription service. Due to the perishable nature of our products, we have specific policies regarding refunds and returns that ensure food safety while protecting your investment.

2. Satisfaction Guarantee

We stand behind the quality of our products. If you're not satisfied with your order, we offer the following guarantee:

• Quality Issues: Full refund or replacement for damaged, spoiled, or defective products
• Missing Items: Replacement or refund for items not received
• First-Time Customers: Special consideration for first-time subscription satisfaction

3. Refund Eligibility

Eligible for Refund

• Products received damaged or spoiled
• Missing items from your delivery
• Products that don't match what was ordered
• Delivery issues caused by our logistics partners
• Quality issues reported within 24 hours of delivery

Not Eligible for Refund

• Products consumed without quality issues
• Missed deliveries due to customer unavailability
• Preference-based returns ("I didn't like the taste")
• Issues reported more than 24 hours after delivery
• Damage due to improper storage by customer

4. Subscription Refund Policy

Monthly Subscriptions

• No refunds for partial months of service
• Cancellations are effective at the end of the current billing period
• Access to customer portal continues until subscription expires
• Prorated refunds may be considered for exceptional circumstances

First-Time Subscription Guarantee

We want you to love your first TwoKangaroo experience. If you're not satisfied with your first delivery, contact us within 24 hours for special consideration, which may include:

• Partial refund for your first month
• Credit toward future deliveries
• Customization of future orders
• One-time subscription pause

5. Pickup Order Refunds

For one-time pickup orders, our refund policy is more flexible:

• Full refund available up to 2 hours before scheduled pickup time
• 50% refund available up to pickup time (to cover preparation costs)
• No refund for no-shows or items not picked up
• Quality guarantee applies to all pickup orders
• Refunds processed within 3-5 business days

6. How to Request a Refund

Contact Process

Required Information

• Order number or delivery date
• Detailed description of the issue
• Photos of damaged or defective products (if applicable)
• Preferred resolution (refund or replacement)
• Contact information for follow-up

7. Processing Times

8. Alternative Resolutions

Instead of refunds, we often offer alternative solutions that better serve our customers:

• Store Credit: Credit toward future orders with bonus value
• Product Replacement: Send replacement items with your next delivery
• Subscription Customization: Adjust future orders to better match preferences
• Delivery Rescheduling: Move delivery to a more convenient time
• Temporary Pause: Pause subscription for vacation or other needs

9. Prevention & Quality Assurance

We work hard to prevent issues before they occur:

• Temperature-controlled transportation for all deliveries
• Quality checks before every shipment
• Partnerships with trusted Australian food suppliers
• Regular delivery route optimization
• Customer feedback integration into our quality processes

10. Dispute Resolution

If you're not satisfied with our initial resolution:

• Request escalation to our management team
• Provide additional documentation or explanation
• We'll review your case within 3 business days
• Final resolution will be communicated in writing

11. Contact Information

For refund requests or questions about this policy, please contact us: