Refund & Cancellation Policy
Merilli Angus Paddock to Plate – Operated by Mintz Family Holdings Pty Ltd (ABN 40 161 441 407)
Last updated: 19 October 2025
Contact: sales@merilliangus.com.au | 0411 142 466
1) About this policy
1.1 This policy applies to all orders placed with Merilli Angus Paddock to Plate, operated by Mintz Family Holdings Pty Ltd (ABN 40 161 441 407), via our Shopify store or directly through our team.
1.2 We sell fresh and frozen, perishable beef products that are allocated, cut, packed and labelled to order.
1.3 Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Where the ACL applies, you are entitled to a refund or replacement for major failures and appropriate remedies for minor issues.
2) Change of mind (perishable goods)
2.1 Because our products are perishable and custom-packed to order, we do not offer refunds or returns for change of mind, incorrect selection, or where you later decide you do not want the goods.
2.2 This is consistent with ACL guidance for perishable/consumable products that cannot be resold once they have left controlled conditions.
3) Deposits, balances and price based on actual weight
3.1 Larger orders (e.g., side/quarter/eighth of beef) require a deposit at the time of order. The final balance is calculated on actual boxed weight at the $/kg rate shown on the product page.
3.2 A ±10% weight variation may occur due to natural yield differences, bone-in/out choices and cut preferences; this variance is accepted when you place your order.
3.3 The final balance is invoiced and payable prior to dispatch. Orders are not released until fully paid.
4) Cancellations (before dispatch)
4.1 If you wish to cancel before dispatch, please contact us as early as possible at sales@merilliangus.com.au or 0411 142 466.
4.2 Deposit refunds: Refundable only if we can re-sell your allocation (e.g., your side/quarter/eighth) to another customer before dispatch/collection.
4.3 If we cannot re-sell your allocation, the deposit is forfeited to cover booking, processing and handling costs already incurred.
4.4 If you have paid more than the deposit, any additional amount may be partially or wholly non-refundable depending on the stage of processing and whether the goods can be lawfully and safely reallocated. We will act reasonably and keep records of re-sale efforts.
4.5 “Re-sell” means a good-faith sale of the same allocation (or substantially similar product) at the prevailing price within a reasonable timeframe.
5) Delivery area, timing and failed delivery
5.1 We deliver to Adelaide and surrounding areas (as listed at checkout or on our Delivery page).
5.2 All deliveries are Authority to Leave (ATL) by default unless you specify otherwise during checkout or in writing prior to dispatch.
5.3 Once delivered (including ATL to a safe place), responsibility for the product transfers to you. You must promptly refrigerate or freeze the goods.
5.4 If delivery fails due to incorrect address, no access or no safe drop (where ATL is not allowed), a re-delivery fee may apply. Because goods are perishable, re-delivery may not be possible the same day and additional costs may apply.
5.5 Delays caused by traffic, weather or third-party carriers may occur. Where delays are outside our control, they do not automatically entitle you to a refund; however, we will work with you to resolve issues.
6) Cold chain, condition at delivery and your responsibilities
6.1 We ship in insulated packaging and/or deliver in refrigerated transport designed to maintain product quality during the delivery window.
6.2 Once delivered, you are responsible for promptly refrigerating or freezing the product.
6.3 Please inspect your order upon receipt. If there is damage, temperature concern, leakage, wrong items or missing items, contact us within 24 hours with your order number, clear photos of packaging and labels, and a short description of the issue.
6.4 Do not consume any product you believe is unsafe. Keep the product, labels and packaging until we advise next steps.
7) Problems with your order (ACL remedies)
7.1 Under the ACL, you are entitled to a remedy if goods are unsafe, significantly different from description, defective or unfit for purpose (major failure → your choice of refund or replacement), or have a minor problem (we may repair, replace, or refund at our option).
7.2 For perishable food, “repair” generally means replacement or a refund for the affected items.
7.3 Where a problem is confirmed, we will replace the affected item(s) or refund the value of the affected item(s) to your original payment method.
7.4 For minor issues, our remedy preference is replacement first. If replacement is not reasonable, we will offer a refund for the affected portion.
8) Non-returnable/limited items
8.1 We do not accept returns of perishable food except as required under the ACL.
8.2 Gift cards and downloadable items (if offered) are non-refundable except where required by law.
9) Processing times for refunds
9.1 Once approved, we will process refunds promptly. Your bank or card provider may take 5–10 business days to post the refund.
9.2 If you have not received a refund after we’ve confirmed it was issued, please first check with your bank, then contact us.
10) Substitutions and stock availability
10.1 In rare cases (e.g., a specific cut becomes unavailable due to yield), we may offer a like-for-like substitution or a pro‑rata refund for the unavailable component. We will seek your approval for any material changes.
11) Force majeure
11.1 We are not liable for delays or failures caused by events beyond our reasonable control (e.g., severe weather, supply chain disruptions, power failures, government restrictions).
12) Proof of purchase
12.1 We can only process refunds or replacements where you provide proof of purchase (order confirmation, receipt, or matching customer account details).
13) How to request help
Email: sales@merilliangus.com.au
Phone: 0411 142 466
Claims relating to delivery condition or quality must be made within 24 hours of delivery.
14) Updates to this policy
14.1 We may update this policy to reflect legal or operational changes. The “Last updated” date at the top will show the latest version.