Cancellation and Refunds

Cancellation
(a) Cancellations must be made in accordance with the following timelines:

(i) Orders scheduled for pick-up or delivery from Tuesday to Friday must be cancelled at least 24 hours in advance.
(ii) Orders scheduled for pick-up or delivery on a Saturday, Sunday or Monday must be cancelled by 2:00 pm on the preceding Friday.

3.2 Refunds
(a) If you are dissatisfied with your order, please contact us within 48 hours of pick-up or delivery. Refunds or replacements may be offered if the item is faulty, unsafe or not as described, or otherwise does not meet consumer guarantees under the Australian Consumer Law.
3.3 To cancel an order or request a refund or replacement, please contact our Customer Service Team at:

(a) Email:catering@soulorigin.com.au

(b) Phone: 02 8565 5400

3.4 To assist us in processing your order cancellation or refund or replacement request, please provide us with the following details about your order and the issue:

(a) full name when placing your order;
(b) contact email and/or phone number associated with the order;
(c) your order number (found in the confirmation email); and
(d) for refunds and replacements, please supply clear images showing any faulty or damaged items or other issues with the order.

3.5 In the event a catering replacement is not suitable, and a refund is requested, Soul Origin will make every effort to process it promptly. Please be aware that the refund may take up to 10 business days to appear in your account, depending on your financial institution and the payment method used at the time of purchase.