Overview

Shop Around provides a platform that allows customers to order groceries and other products from participating supermarkets, greengrocers, and retailers, with items collected and delivered together in a single delivery. Shop Around acts as a technology and delivery service that connects customers with independent retailers. Products listed on the platform are supplied, packed, and prepared by the participating retailer, and responsibility for the quality, safety, and accuracy of those products remains with the retailer that provides them.

Nature of Grocery Products

Many items available through the platform are groceries and perishable goods. Because of the nature of these products, returns are generally not possible once an order has been delivered. Customers are encouraged to check their order promptly upon delivery and report any issues as soon as possible.

Fresh produce such as fruit and vegetables may naturally vary in size, colour, shape, ripeness, and appearance. Some produce supplied by greengrocers may be organic or less treated than supermarket produce, which means these items may have a shorter shelf life and are often best consumed soon after delivery.

Shop Around does not manufacture, prepare, or inspect the products supplied by retailers and therefore does not determine whether a product qualifies for a return or refund. Any decision regarding the condition, suitability, or quality of a product remains the responsibility of the retailer that supplied the item. Shop Around may assist in reviewing reported issues and communicating with the retailer, but the final determination regarding the product rests with the retailer.

Reporting an Issue

If an item is missing, incorrect, damaged, or appears unsuitable for consumption, customers should report the issue through the Shop Around website or app. Requests should be submitted as soon as reasonably possible and ideally within 24 hours of delivery.

To assist with the review process, customers may be asked to provide additional information including photographs of the item, a description of the issue, and the order number.

Driver Responsibilities

Delivery drivers are responsible only for collecting orders from participating retailers and delivering them to the customer. Drivers are not authorised to process returns, collect returned items, or issue refunds at the door. All requests relating to returns or refunds must be submitted through the Shop Around platform so that the issue can be properly reviewed.

Review Process

Once a request has been submitted, Shop Around will review the information provided and may contact the retailer that supplied the item to determine the appropriate resolution. Each case is assessed individually.

Depending on the circumstances, the resolution may include a full refund, partial refund, account credit, or another reasonable solution. Shop Around reserves the right to decline refund requests where the issue cannot be reasonably verified.

Refund Processing

If a refund is approved following review, the refund will be issued to the original payment method used when placing the order. Processing times may vary depending on the payment provider and financial institution and may take several business days to appear in the customer’s account.

Delivery Completion and Responsibility

Once an order has been successfully delivered to the address provided by the customer and accepted at that location, responsibility for the items transfers to the customer. Shop Around’s role is limited to facilitating the order and arranging delivery between the retailer and the customer.

Substitution Policy

In some cases, a retailer may substitute an item if the original product ordered is unavailable. Substitutions may be made with a similar item of equal or greater value where possible. Customers may have the option to accept substitutions or request no substitutions where this feature is available on the platform. If a substituted item is not suitable, customers should report the issue through the Shop Around platform so that it can be reviewed.

Perishable Goods Disclaimer

Many products available through the platform are perishable goods that may deteriorate over time. Customers are responsible for storing products appropriately after delivery and consuming them within a reasonable timeframe. Shop Around cannot guarantee the shelf life of fresh produce or perishable goods once they have been delivered.

Food Safety Responsibility

Retailers are responsible for ensuring that all products supplied through the Shop Around platform comply with applicable food safety regulations and are safe for sale at the time of collection by the delivery driver. Shop Around does not prepare, store, or handle products prior to collection and therefore does not assume responsibility for food preparation, packaging, or storage carried out by the retailer.

Customer Storage Responsibility

Once an order has been delivered, customers are responsible for promptly storing items appropriately, particularly chilled or frozen products. Shop Around cannot be held responsible for product deterioration resulting from delayed storage, improper handling after delivery, or failure to follow recommended storage guidance.

Limitation of Liability

Shop Around’s role is limited to facilitating orders and arranging delivery between customers and participating retailers. To the fullest extent permitted by law, Shop Around shall not be liable for product quality, product suitability, retailer actions, or losses arising from products supplied by retailers. Shop Around will not be responsible for indirect or consequential losses arising from the purchase or use of products supplied through the platform.

Misuse of Refund Requests

Shop Around reserves the right to limit or decline refund requests where there is reasonable evidence of misuse, repeated claims without valid reason, or suspected fraudulent activity.

Customer Acknowledgement

By placing an order through the Shop Around platform, customers acknowledge that the products are supplied by independent retailers and that Shop Around operates as the platform and delivery service connecting customers with those retailers.