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Refund policy

At Fast Direct Packaging, we are committed to providing high-quality products and excellent service. If there is an issue with your order, please contact us and we will do our best to resolve it promptly.

Returns Summary

  • Eligible returns must be requested within 7 days of receiving the goods.
  • Customers are responsible for return shipping costs for change-of-mind returns.
  • A 15% restocking fee applies to approved change-of-mind returns.
  • Final sale items cannot be returned for change of mind.
  • Food products cannot be returned for change of mind.
  • Damaged, faulty, incorrect, short-delivered or missing goods must be reported within 24 hours of delivery.
  • Orders cancelled or refunded after they have been submitted will incur a 5% cancellation fee.

Order Cancellations

If you request to cancel or refund an order after it has been submitted, a 5% cancellation fee will be deducted from your refund.

This fee covers the non-refundable merchant processing fees and warehousing system fees charged to Fast Direct Packaging when an order is submitted and subsequently cancelled.

If your order has already been packed, dispatched or handed to the delivery carrier, it may no longer be possible to cancel it. In this situation, the applicable return conditions, shipping costs and restocking fees outlined below may apply.

Change-of-Mind Returns

If you would like to return an eligible non-food item because you have changed your mind, please contact us within 7 days of receiving your order.

To be eligible for a change-of-mind return:

  • The item must be unused and unopened.
  • The item must be in its original packaging.
  • The item must be in a clean and resaleable condition.
  • The customer is responsible for all return shipping costs.
  • The original shipping cost is non-refundable.
  • A 15% restocking fee will be deducted from the refund.

The restocking fee covers the handling, inspection, packaging, system processing and labour required to return the item to inventory.

Once the returned item has been received and inspected, any approved refund will be processed to the original payment method.

If you would prefer an exchange, a new delivery fee will apply.

Please do not return any goods until Fast Direct Packaging has provided return instructions.

Food Products

Due to food safety requirements, food products cannot be returned for change of mind.

We will assess a return, replacement or refund request where a food product is:

  • Damaged;
  • Faulty;
  • Different from the product ordered; or
  • Short dated and was not advertised as such at the time of purchase.

Food products must remain unopened unless opening the product was reasonably necessary to identify the reported issue.

Faulty, Damaged or Incorrect Products

If you receive a faulty, damaged or incorrect product, please contact us within 24 hours of delivery.

Please provide:

  • Your order number;
  • Clear photographs of the product;
  • Clear photographs of the outer and inner packaging; and
  • A description of the issue.

Once the issue has been assessed, we may arrange an appropriate:

  • Replacement;
  • Store credit;
  • Refund; or
  • Exchange.

If the product is confirmed to be faulty, damaged or incorrect, Fast Direct Packaging will cover any reasonable additional costs, including required return shipping.

Please do not return any goods until we have assessed your claim and provided return instructions.

Short Deliveries and Missing Items

Claims relating to missing items or short deliveries must be submitted within 24 hours of delivery.

Please provide your order number, details of the missing item and photographs of the parcel and its contents. Claims submitted after this period may not be accepted where we are unable to verify the shortage.

Late Deliveries and Carrier Delays

Delivery timeframes are estimates only. Delays caused by shipping carriers, severe weather, peak periods or other circumstances outside our reasonable control may occur.

We recommend placing time-sensitive orders as early as possible. Once an order has been dispatched, Fast Direct Packaging is not responsible for delays caused by the delivery carrier, although we will assist with reasonable delivery enquiries where possible.

Return-to-Sender Parcels

An order may be returned to us because of:

  • An incorrect or incomplete delivery address;
  • Failure to collect the parcel;
  • Refusal of delivery; or
  • Unsuccessful delivery attempts.

Where a parcel is returned for one of these reasons, any approved refund will be reduced by the original shipping costs and a 15% restocking fee.

If you would like the order sent again, a new delivery fee will apply. Additional carrier return charges may also apply where they have been charged to Fast Direct Packaging.

Final Sale Items

Final sale and clearance items cannot be returned for change of mind. This does not exclude any rights you may have if an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee that applies by law.

Refund Processing

Once a return has been received, inspected and approved:

  • The refund will be issued to the original payment method.
  • Shipping costs are non-refundable unless required by law or the return results from our error.
  • A 15% restocking fee applies to approved change-of-mind returns.
  • A 5% cancellation fee applies to orders cancelled or refunded after submission, as outlined above.
  • The time required for the refund to appear in your account will depend on your bank or payment provider.

Warranty

Unless otherwise stated on the relevant product page, eligible items purchased from Fast Direct Packaging include a 30-day warranty.

The warranty does not cover:

  • Misuse or use contrary to the supplied instructions;
  • Incorrect or unsuitable storage;
  • Normal wear and tear;
  • Damage occurring after delivery; or
  • Incorrect preparation, handling or mixing.

Your Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded, including any applicable consumer guarantees.

Contact Us

For cancellations, returns, refunds or concerns about an order, please contact Fast Direct Packaging and include your order number and details of your request.

We are always happy to work with our customers to resolve genuine issues as quickly and fairly as possible.

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