REFUND POLICY

All returns must be handled within 45 days from receipt of shipment. We are not required to accept shipments outside of the return window.
Refunds will not be issued until one of the following occur:

  • Admin Account Manager determines that the shipment does not need to be returned for refund.
    Orders marked as delivered that include Tracking evidence, are considered fulfilled. Claims of non-delivery will not qualify for refunds or replacements once proof of delivery has been provided.
  • Shipment is authorized for return. Item(s) must be returned in NEW & UNUSED condition. Returns will be inspected by the Admin Officer Returns Department. Once completed, you will be contacted with refund information through
    your credit card. This process may take up to 5 to 7 business days for Admin Officer to issue the refund.
  • When returning the product, ship to: ​
    Unit 1/14-16 Beafield Rd, Para Hills West SA 5096
  • If you are given a refund, the original shipping fee will be deducted from your refund amount.
  • To complete your return, we require a receipt or proof of purchase. (packing slip)

Special Conditions and Restocking Fees

Orders on shop.viceroy.net.au will be fulfilled by Viceroy Australia.

  • EXPIRATION DATES: Due to high quantity of orders processed daily, we do not supply expiration date information, though we do have a standard in place that all grocery items must have a minimum shelf life of 90 days. If you
    receive an item that is out of date, please submit an image of the date code to support@viceroy.net.au and discard the expired product. No return will be necessary and a full refund will be issued.
  • PRODUCT PACKAGE LISTING VS. PRODUCT RETAIL PACKAGE: ViceroyAustralia is the shipper of goods, and does not manufacture the product. There may be instances where the product you receive is correct, but the
    packaging varies from that shown in the web listing. We reserve the right to offer a discount on said product prior to authorizing a return. In this instance, if the product received is correct, and you still wish to make a return, return
    shipping service must be paid by you, the buyer, and any product return must be received in NEW & UNUSED condition. Only then will a full refund to be processed. Otherwise, if the item(s) was/were opened, used and/or
    damaged in any way, a restocking fee of 30% will be applied.
  • QUANTITY DISCREPANCY: If you do not receive all items in your order, you may contact us for partial refunds for the number of items not received. This circumstance will not be eligible for return or a full refund. If you
    receive an authorization for a full return and do not return all items authorized, you will receive only a partial refund.
  • WRONG ITEM(S) RECEIVED: If you do not receive the item(s) ordered, please contact us with your order number and the details of the item(s) received. Depending on the item, we may authorize you to keep or discard said
    items for a full refund. Otherwise, we will issue a Australia Post Paid Return Label to return the mis-shipped items for a full refund.
  • GOODS DAMAGED DURING TRANSIT: If your item(s) arrive damaged, please do not discard until written authorization is received by Viceroy Admin customer service rep. Any order received as damaged, requires image(s)
    of both the shipping carton and the product. Once the images are received, we will ship you a replacement or issue the appropriate refund. You may also refuse delivery on the spot if damages are clearly visible in which you will
    need to contact us about refusal of shipment so we can proceed with a full refund on the order.
  • RETURNS: If you change your mind about a purchase or if you are dissatisfied with your item(s), you may return the order within 45 days of RECEIPT.
  • Return shipping will be at your expense and the order will be subject to a 30% restocking fee. All item(s) must be returned in NEW & UNUSED condition. On grocery/foodstuff items, most of these product types are sold in
    various pack counts/sizes. Therefore, if you opened a single package and you are returning the item due to taste, this is acceptable, but you will not be allowed to return the opened package and it will not affect the refund amount.
    If more than one package was opened, these packages cannot be returned, and your refund will be reduced pro rata. If you have any concerns with product quality or questions regarding allergens/ingredients, please call us
    at 1800250350. (M-F 9:30am-5pm
  • SHIPMENTS RETURN TO SENDER: Viceroy Australia Any order that is received back by Viceroy Australia “Return to Sender” due to:
    1.Bad Address
    2.Moved-Unable to Forward
    3.Unknown
    will incur a 30% restocking fee. We rely on the buyer for correct billing and shipping information. We are unable to make any changes once we receive the order. Therefore, please verify that all your information is correct prior to
    finalizing your order.