Returns & Refunds Policy
Last Updated 22 April 2026
1. Our Commitment to You
At Greenlist Supplies, we take pride in the quality of every product we distribute. We work only with reputable manufacturers and suppliers, and we stand behind every order that leaves our warehouse.
We understand that your business depends on receiving the right product, in the right condition, on time. When something falls short of that standard, whether it arrives damaged, does not match what you ordered, or is not as described, we will work with you promptly and fairly to make it right.
This Returns & Refunds Policy applies to all wholesale clients with an active Greenlist Supplies account. It should be read alongside our Terms & Conditions, which contain the full legal framework governing purchases made through the Platform. In the event of any inconsistency between this Policy and the Terms & Conditions, the Terms & Conditions prevail.
| Australian Consumer Law Nothing in this Returns & Refunds Policy limits or excludes any right or guarantee you have under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). Our policy is in addition to, not in place of, your statutory rights. If you are unsure of your rights under the ACL, visit accc.gov.au or contact the Australian Competition and Consumer Commission. |
2. What Can Be Returned
We accept return claims in the following circumstances. Each ground for return has specific requirements, which are detailed in the sections that follow.
2.1 Accepted Grounds for Return
| Ground for Return | What This Covers | Claim Window |
| Faulty or defective product | Products that fail to perform their intended function due to a manufacturing defect, including structural failure, improper sealing, or material breakdown under normal use conditions. | Within 7 business days of delivery |
| Incorrect product delivered | Products that do not match the item, size, specification, or SKU listed on your confirmed order. Including wrong colour, wrong capacity, wrong material, or wrong print. | Within 7 business days of delivery |
| Damaged in transit | Products visibly damaged as a result of handling during delivery, including crushed cartons, broken product, wet or contaminated stock caused by transit conditions. | Within 7 business days of delivery |
| Short shipment | Delivery where the quantity received is fewer than the quantity confirmed on the invoice. Including missing cartons, missing units within a carton, or missing product lines. | Within 7 business days of delivery |
| Product not as described | Products that materially differ from their description on the Greenlist Supplies portal. Including where certifications, material composition, or product dimensions are inaccurate. | Within 7 business days of delivery |
3. What Cannot Be Returned
The following categories of goods are not eligible for return under this Policy. Where an exclusion applies, we will advise you of this when your claim is assessed.
3.1 Change of Mind
We do not accept returns on the basis of change of mind, including where:
- You ordered more stock than you required
- Your menu, concept, or business model has changed since ordering
- You found the same product at a lower price elsewhere
- The product was not suitable for a purpose you did not communicate to us at the time of ordering
3.2 Opened, Used, or Partially Used Stock
Products cannot be returned once they have been opened, used, or removed from original manufacturer packaging, unless the claim is based on a defect that could only have been discovered after opening. In that case, retain the original packaging and any remaining unopened units and contact us immediately.
3.3 Short-Coded or Near-Expiry Product
Where a product’s remaining shelf life at the time of delivery was disclosed during the ordering process. Including where the product was sold as short-coded, clearance, or end-of-line stock, it cannot be returned on the basis of the short shelf life alone.
If short-coded stock was delivered without disclosure and the remaining shelf life is insufficient for your reasonable commercial needs, this constitutes a valid claim under Section 2.1 (Product Not As Described) and should be lodged accordingly.
3.4 Custom, Special-Order, and Private-Label Product
Products ordered specifically for your account. Including custom-printed packaging, personalised branded products, or items ordered outside our standard catalogue at your request cannot be returned unless they are faulty or do not match the approved proof or specification you confirmed prior to production.
3.5 Products Reported Outside the Claim Window
Claims lodged after the applicable timeframe in Section 2.1 will not be accepted under this Policy. We recommend inspecting all deliveries as soon as they are received and reporting any issues promptly. If you are unable to inspect a delivery immediately due to operational circumstances, please contact us as soon as possible and prior to the end of the claim window.
3.6 Products Returned Without Authorisation
Do not send goods back to us without first receiving a Return Authorisation Number (RAN) through the process described in Section 4. Goods returned without a RAN cannot be received into our warehouse and will be held at your cost. Greenlist Supplies accepts no responsibility for unauthorised returns that are lost, damaged, or unidentifiable upon arrival.
3.7 Damage Caused After Delivery
Products damaged after delivery has been completed. Including damage caused by incorrect storage, exposure to heat, moisture, pests, or mishandling at your premises are not eligible for return. We recommend storing all food packaging products in a clean, dry environment away from direct sunlight, in accordance with the storage conditions specified on the product or carton.
| A note on transit damage Transit damage claims (Section 2.1) require photographic evidence submitted within 7 business days of delivery. If a delivery driver is present when you discover damage, note it on the delivery docket before the driver leaves. Photographs should capture the outer carton, the damaged product inside, and your delivery docket or label showing the order number. Without this evidence, transit damage claims cannot be assessed. |
4. How to Lodge a Claim
All return claims must be lodged through one of the channels below. Do not return goods to our warehouse without first receiving a Return Authorisation Number (RAN). Claims are assessed in the order they are received.
4.1 Contact Channels
| Channel | Contact Details | Best For |
| Email (preferred) | [ orders@greenlistsupplies.com.au ] | All claims. Provides a written record and fastest processing time. |
| Client Portal | Log in at http://www.greenlistsupplies.com > My Account > Lodge a Claim | Standard claims during business hours. Portal submissions are automatically logged against your order record. |
4.2 What to Include in Your Claim
To allow us to assess and process your claim without delay, please include all of the following in your initial claim submission:
- Your business name and Greenlist Supplies account number.
- Your order number and invoice number (found on your invoice or in your portal account).
- The product name, SKU code, and quantity affected.
- The date the delivery was received.
- A clear description of the issue. Including what you received versus what you expected.
- Photographs where applicable. See Section 4.3 below for requirements
- Your preferred resolution. Replacement, credit note, or refund (see Section 5)
Incomplete claims may cause delays. We will contact you if additional information is required, but we recommend submitting all of the above upfront to avoid back-and-forth.
4.3 Photographic Evidence Requirements
Photographs are required for the following claim types:
- Transit damage — photos of the outer carton, the damaged product, and the delivery label
- Faulty or defective product — photos clearly showing the defect
- Incorrect product — photos of the product received alongside the product label or SKU
- Short shipment — photos of all cartons received, opened to show contents
Photographs must be submitted as part of your initial claim. Accepted formats are JPG, PNG, or PDF. Minimum resolution of 1 megapixel is required for images to be assessable. If you are having difficulty submitting photos by email, contact us by phone and we will arrange an alternative.
4.4 Our Response Timeframe
| Stage | Timeframe |
| Claim acknowledgement | Within 1 business day of receiving your claim submission. |
| Claim assessment | Within 10 business days of receiving all required information and photographs. |
| Return Authorisation Number (RAN) issued | Issued at the same time as claim approval. Valid for 14 days from the date of issue. Claims not actioned within 14 days will require a new RAN. |
| Resolution (credit / replacement / refund) | Within 10 business days of receiving the returned goods (where applicable) or within 10 business days of claim approval where no return of goods is required. |
Business days are Monday to Friday, excluding Western Australian public holidays. Claims submitted after 5:00 PM AWST will be treated as received on the following business day.
5. How We Resolve Claims
Once a return claim has been assessed and approved, we will offer one or more of the following resolutions. Where we have a preferred resolution for a particular type of claim, this is noted below. In all cases we will discuss options with you and take your operational needs into account.
5.1 Replacement
Where an approved claim relates to incorrect product delivered, a short shipment, or transit-damaged goods that render the product unusable, our preferred resolution is to dispatch a replacement order as quickly as possible.
- Replacement orders are dispatched at no additional cost to you, including freight
- Replacement dispatch timeframe: within 2 business days of claim approval, subject to stock availability
- Where the specific product is temporarily out of stock, we will advise you of the expected restock date and discuss alternatives if your operational timeline requires it
- Where we cannot replace the product within a timeframe that is acceptable for your business, a credit note or refund will be offered instead
5.2 Credit Note
A credit note is our standard resolution for faulty or defective product where you do not require an immediate replacement, and for product that does not match its description on the portal.
- Credit notes are applied directly to your Greenlist Supplies account.
- Credits can be used against any future order placed through the portal.
- Credits do not expire and carry forward until used.
- Credit notes are issued in Australian Dollars (AUD) exclusive of GST, with GST applied at the time the credit is redeemed against an order.
- A credit note summary will be emailed to you at the address on your account when the credit is applied.
5.3 Refund
Refunds are issued where a credit note is not suitable for your circumstances. For example, where you are closing your account, where the credit value is significant, or where you have requested a refund and we agree it is the appropriate resolution.
- Refunds are processed to the original payment method used for the order
- Bank transfer refunds will be processed to the BSB and account number on file for your account
- Refund processing time: up to 10 business days from approval. Bank processing times may vary and are outside our control once the refund has been initiated
- Refunds are issued in Australian Dollars (AUD) inclusive of any GST originally charged on the affected goods
- Shipping and freight charges are non-refundable except where the entire order is being returned due to our error
5.4 Partial Resolutions
Where a claim relates to only part of an order, for example, one damaged carton in a multi-carton delivery, or a short shipment affecting only one product line, the resolution will apply only to the affected portion. The remainder of the order is not affected.
5.5 Declined Claims
Where a claim is assessed and not approved because it falls within an exclusion in Section 3, was lodged outside the claim window, or because the evidence provided does not support the claim, we will advise you in writing with the reason for our decision.
If you believe a claim has been incorrectly declined, you may escalate the matter by contacting us directly at the details in Section 8. We will arrange for the claim to be reviewed by a senior team member. If we are unable to resolve the matter internally, we may agree to refer the dispute to a third-party mediator or to the relevant consumer protection authority.
6. Returning Goods to Greenlist Supplies
Not all approved claims require the physical return of goods to our warehouse. We will advise you at the time of claim approval whether goods need to be returned or whether we can resolve the claim based on photographic evidence and our records alone.
6.1 When Physical Return Is Required
Physical return of goods is required in the following circumstances:
- Faulty or defective product where we need to inspect the fault or return the goods to our supplier for assessment
- Incorrect product delivered, where we need to retrieve the goods before dispatching the correct replacement
- Product not as described, where a physical inspection is needed to verify the claim
Physical return is generally not required for transit damage or short shipments, where photographic evidence is sufficient to process the claim.
6.2 Return Authorisation Number (RAN)
All physical returns require a Return Authorisation Number (RAN) issued by Greenlist Supplies. The RAN must be:
- Clearly written or printed on the outer carton of all returned goods
- Referenced in any accompanying paperwork sent with the return
- Used within 14 days of the date of issue. RANs expire after 14 days
Goods received without a valid RAN cannot be processed and will be held at our warehouse at your cost until the matter is resolved. Greenlist Supplies accepts no liability for returned goods that are misdirected, lost in transit, or received in an unidentifiable condition due to missing or illegible RAN markings.
6.3 Condition of Returned Goods
Goods must be returned in the following condition to be eligible for a resolution:
- Outer cartons must be intact and adequately packaged for return transit
- Products must be in their original manufacturer packaging where this has not already been opened
- All units of the affected product must be returned. Partial returns of a carton will only be credited for the units actually returned
- Goods must not have been used, installed, or put into service
Where returned goods are received in a condition that does not meet the above, we reserve the right to adjust or decline the credit or replacement.
6.4 Return Freight
| Claim Type | Who Covers Return Freight |
| Faulty / defective product | Greenlist Supplies covers return freight. We will arrange collection or provide a prepaid return label. |
| Incorrect product delivered | Greenlist Supplies covers return freight. We will arrange collection or provide a prepaid return label. |
| Transit damage | Physical return is generally not required. Where it is, Greenlist Supplies will cover return freight. |
| Short shipment | Physical return is not required. Claim is assessed on delivery records and photographic evidence. |
| Product not as described | Greenlist Supplies covers return freight where physical inspection is required. |
Where Greenlist Supplies arranges return freight, we will coordinate with our carrier network and advise you of the collection date. Please ensure the goods are packaged, labelled with the RAN, and accessible at your premises on the advised date.
7. Specific Product Considerations
As a distributor of disposable food packaging, certain product types require specific considerations when it comes to returns. The following conditions apply in addition to the general policy above.
7.1 Compostable and Certified Eco Products
Compostable packaging products, including those certified by the Australasian Bioplastics Association (ABA) have defined storage and handling requirements. Claims relating to product breakdown, discolouration, or structural failure may be assessed differently depending on whether the product was stored in accordance with the manufacturer’s guidelines.
When lodging a claim for compostable product, please provide:
- The storage conditions at your premises (temperature, humidity, proximity to heat sources)
- The remaining shelf life indicated on the packaging at the time the issue was discovered
- Whether the product had been kept in its original sealed carton prior to the issue arising
7.2 Bulk and Pallet Orders
For orders delivered on pallets or in large bulk quantities, the following additional conditions apply:
- Claims for transit damage must be noted on the carrier’s delivery docket before the driver departs. Once a delivery is signed for without notation, transit damage claims may be more difficult to substantiate. Though we will still assess them on their merits
- Where only a portion of a pallet is affected, please photograph and count the affected units before moving or unpacking any undamaged goods
- Do not mix affected and unaffected stock before lodging your claim, as this may complicate the assessment
7.3 Food-Contact Packaging- Safety Concerns
If you receive packaging product and have a genuine concern that it may be unsafe for food contact, including where there is evidence of contamination, chemical odour, incorrect material composition, or packaging that does not comply with the food safety specifications on the product label please:
- Do not use the product
- Quarantine the affected stock immediately and keep it separate from your other inventory
- Contact us by phone on the number in Section 9 as soon as possible
We take food safety concerns seriously and will escalate these claims immediately. Where we determine that a product may pose a food safety risk, we will advise our supplier and, where required, notify the relevant food safety authority.
7.4 Short-Coded Product — Detailed Conditions
Short-coded product is product sold at a reduced price due to a shorter remaining shelf life. When ordering short-coded stock, the remaining shelf life will be disclosed on the product listing in the portal. By placing an order for short-coded product, you confirm that:
- You have reviewed and accepted the disclosed remaining shelf life
- The shelf life is sufficient for your commercial needs at the time of ordering
- You understand that no return claim on the basis of short shelf life will be accepted after the order is confirmed
Short-coded product that is faulty, incorrectly described (beyond the shelf life disclosure), or damaged in transit remains eligible for a claim under the general grounds in Section 2.1.
8. Updates to this Policy
Greenlist Supplies reserves the right to update this Returns & Refunds Policy at any time. We will update the ‘Last Updated’ date at the top of this document when changes are made.
Material changes, such as changes to claim windows, accepted grounds for return, or the resolution process will be communicated to registered clients via email prior to taking effect. Minor administrative updates will be applied without separate notice.
The current version of this Policy will always be available at:
9. Contact Us- Returns & Refunds Enquiries
Krish Patel: krish.patel@greenlistsupplies.com
Melvin Joseph: melvin.joseph@greenlistsupplies.com
Email: info@greenlistsupplies.com
Postal Address: 3 Appleton Road Piara Waters, Western Australia, Australia 6112
Want to learn more about our pricing? Request a quote and one of our team members will reach out to you with a personalised quote.