Refund policy

At Social Box, we are committed to delivering fresh, high-quality meals. Due to the perishable nature of our products, the following refund terms apply to all orders.

By placing an order with Social Box, you agree to this Refund Policy.

1. Order Accuracy & Quality

If you receive an incorrect item or a meal that is significantly damaged or spoiled at the time of delivery, you must contact us within 1 hour of receiving your order.

You must:

  • Call 0468 166 660 or email hello@socialbox.com.au

  • Provide your order number

  • Provide clear photographic evidence of the issue

Failure to notify us within 1 hour of delivery may void any claim.

Upon assessment, Social Box may, at its discretion, provide:

  • A replacement meal; or

  • A full or partial refund for the affected item(s).

We guarantee freshness at the point of delivery only. We are not responsible for spoilage or quality issues resulting from failure to refrigerate promptly or improper storage after delivery.

2. Order Cancellation & Modification

Orders may be cancelled or modified up until the weekly order cut-off time, which is Sunday 4:00pm (Brisbane time).

Once the cut-off time has passed and food preparation has commenced, orders cannot be cancelled, modified, refunded, credited, or postponed. This is due to the perishable nature of ingredients and production scheduling.

Customers are responsible for reviewing their orders carefully prior to the cut-off.

3. Delivery & Missed Deliveries

If you are not home at the time of delivery, you must leave an esky or insulated container with adequate ice packs in a safe and accessible location.

If no suitable insulated container is provided, meals may be left at the front door or another safe place at the driver's discretion.

Risk and responsibility transfer to the customer immediately upon delivery to the nominated address.

We are not responsible for:

  • Spoilage after delivery

  • Incorrect storage after delivery

  • Theft after delivery

  • Unattended deliveries

  • Loss or damage occurring after delivery

Refunds will not be provided for missed or unattended deliveries.

4. Non-Refundable Situations

Refunds will not be issued for:

  • Personal taste preferences or disliked meals

  • Failure to be present for delivery

  • Failure to provide appropriate insulated storage

  • Orders not cancelled before cut-off

  • Delivery delays caused by circumstances beyond our reasonable control (including weather, traffic, mechanical issues, or incorrect delivery details provided by the customer)

5. Subscriptions

For subscription services, please refer to your individual subscription setup.

Orders under a subscription are automatically generated based on your selected frequency. It is the customer’s responsibility to manage, pause, skip, or cancel their subscription prior to the order cut-off time.

Once the order cut-off has passed, subscription orders cannot be cancelled, modified, postponed, credited, or refunded.

All subscription customers receive:

  • An email notification before the automatic order is processed; and

  • A confirmation email once the order has been placed.

Social Box does not manually monitor subscription activity and does not assess whether automatically generated orders were intentional. Management of subscription settings remains the sole responsibility of the customer.

6. Refund Processing

If a refund is approved, it will be processed to the original payment method within 3–7 business days.

We reserve the right to refuse any refund request that is fraudulent, abusive, or inconsistent with this policy.

7. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

8. Contact Us

If you have questions regarding this Refund Policy, please contact:

Phone: 0468 166 660
Email: hello@socialbox.com.au