Refund & Returns Policy
At Colombo Express, we want you to shop with confidence. If something’s not quite right with your online order, please contact us straight away and we will do what we can to put it right.
Email us: support@colomboexpressonline.com.au | Call us: +61 452 573 373
- Conditions for Returns
You can return products if the item is defective, damaged, or different from the ordered product.
- Notification Window: We will not be liable to rectify incorrect supply of goods or damage to goods unless you advise us within 24 hours of taking delivery of goods.
- How to Notify: If you wish to return a faulty or damaged product, you must inform us by email at support@colomboexpressonline.com.au.
- Condition of Goods: Items that are returned should be in the same condition as when supplied and should be unused.
- Return Timeframes
We will not accept returns of goods any later than seven (7) days after the date of delivery. We use Australia Post tracking to verify delivery dates. Please ensure you inspect your parcel immediately upon arrival to meet this requirement.
- Change of Mind
Due to food safety and health regulations, we cannot accept returns or offer refunds for “change of mind” once a grocery order has been dispatched.
- Review Your Cart: Please carefully review your cart and ensure all items and quantities are correct before finalizing your order. Once an order is processed, it cannot be amended or refunded for change of mind.
- Australia Post Delivery & Transit
We use Australia Post to deliver our groceries nationwide.
- Transit Delays: We cannot offer refunds for delays caused by the Australia Post network. You can check current Australia Post Delivery Speeds transit times at https://auspost.com.au
- Lost Parcels: If your tracking shows “Delivered” but you have not received the parcel, please contact us immediately so we can lodge an investigation.
- Shipping Information & Redelivery
Please ensure your delivery details are accurate. If a parcel is returned to us by Australia Post due to an incorrect address or failure to collect from a Post Office, the customer is responsible for the redelivery fee. Original shipping costs are non-refundable.
- Refund Processing
Approved refunds for damaged or incorrect items will be processed back to your original payment method within 5–7 business days.