At Robin Foods Australia (“Robin Foods,” “we,” “us,” or “our”), we are committed to providing our wholesale customers with high-quality U.S. sweets and snacks, beverages, and breakfast products. As a B2B wholesale supplier, our refund and return policy differs from retail consumer policies. Due to the nature of our products (including perishable and consumable items), returns are subject to specific conditions.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Conditions for Returns, Refunds, or Credit
We may offer a return, refund, or credit in the following circumstances:
Goods Past “Best Before” or “Expiry Date” (at point of delivery): If products are delivered past their “Best Before” or “Expiry Date,” unless specifically agreed upon (e.g., for clearance items with explicit notification).
Damaged or Defective Goods: If products are received damaged, faulty, or not of acceptable quality upon delivery.
Incorrect Goods Received: If you receive products that do not match your confirmed order (e.g., wrong item, wrong flavour, wrong size).
Shortages: If the quantity of goods received is less than the quantity invoiced and ordered.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at .
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Non-Returnable Items / Circumstances Where Refunds/Credits May Not Apply
We are generally unable to accept returns or offer refunds/credits for:
Unauthorized Returns: Goods returned without prior authorization from Robin Foods.
Change of Mind: Due to the nature of our products and B2B wholesale operations, we do not typically accept returns for change of mind.
Over-Ordering: We encourage careful order planning.
Products Damaged After Delivery: If products are damaged due to improper handling, storage, or negligence after successful delivery and acceptance by your business.
Opened or Partially Consumed Products: Unless the product is found to be defective.
Products Past “Best Before” or “Expiry Date”: If the date has passed after the goods have been in your possession for a reasonable period, or if the “Best Before” date was known and accepted at the time of purchase (e.g., clearance items).
Special Order or Customised Products: Unless faulty or not as per agreed specifications.
Process for Requesting a Return, Refund, or Credit
To request a return, refund, or credit, please follow these steps:
Do Not Dispose of Goods: Please retain the affected products (including packaging) until your claim has been assessed and you have received further instructions from us, unless the goods pose an immediate health risk.
Notification Timeframe:
For damaged goods, incorrect goods, or shortages, you must notify us within 7 days of receiving your delivery.
For defective goods (not apparent on initial inspection) or goods past “Best Before”/”Expiry Date” at delivery, you must notify us within 7 days of receiving your delivery.
Contact Us: Please contact our Customer Service team or your Account Manager at:
Provide Information: When contacting us, please provide the following:
Your business name and account number.
Relevant invoice number.
Product name(s) and quantity in question.
A clear description of the issue (e.g., damage, defect, incorrect item).
Photographic Evidence: Clear photographs of the damaged/incorrect/defective products, including any relevant batch numbers or date codes, are essential for processing your claim. For damaged shipments, please also include photos of the shipping packaging.
Australian Consumer Law (ACL)
For goods and services supplied to businesses that fall under the definition of “consumer” under the Australian Consumer Law, our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other
