Terms of Use – In-store & Online

The Omnivore Kitchen general terms of use in store and online

Thank you for taking the time to read our terms and conditions. As a small, family owned shop we pride ourselves on providing a personal experience in our store and want to make sure you get the best out of your visit. If in doubt, sing out – we’re happy to answer your questions.

Online store and delivery

You can purchase our chef-made ready meals for delivery via this website. Payment is made via credit card with your details stored securely. Please refer to our Privacy policy for more information. Delivery is available to local postcodes, Tuesdays to Fridays, from 12pm-2pm and 4pm-6pm. You can nominate a time to accept delivery of your order, if no one is home we’ll return it to the shop for proper refrigeration and arrange delivery at another time. Due to Victorian food safety standards, we can’t leave food outside unattended. If we’re unable to fulfil your order for the next delivery slot, we’ll be in touch. A delivery charge may apply.

Returns and refund policy

Because we deal with fresh food, we are unable to accept returns. However, if what you’ve purchase doesn’t meet your expectations feel free to let us know with as much detail as you can and within seven days of purchase. We will happily refund or replace your purchase if there is something wrong with it, however, this is done at our discretion and in accordance with the Australian Consumer Protection Legislation.

Placing orders in store

We accept orders via phone, email and in person. In some cases, for larger orders, we will ask for a deposit. This deposit will be forfeited if the order is not picked up or cancelled at late notice. Please allow one week’s notice for any cooked items. If you fail to pick up your order on time we reserve the right to release it for sale.

Vouchers and online codes

Hard copy vouchers are available in store for gifts or donations. They must be redeemed before the expiry date and cannot be exchanged for cash. Online codes are valid for a set period. We reserve the right to withdraw a code or voucher at any time (unless paid for up front). 

Christmas orders

We take Christmas orders from early November until about December 20 or until sold out. Each order will have a corresponding number. It’s important that you retain this number for pick up and if you need to make any changes. The three days leading up to Christmas are extremely busy for us so you might have to wait while we serve other customers before getting to your order. But rest assured, we’ve worked hard to make sure your Christmas food is top quality.

Allergies and intolerances

Ingredients in our meals are listed on the packaging. Our meals are made on site using minimal ingredients. We can tailor our meals to your needs. Please talk to us if you require something to be gluten free, low GI, FODMAP, low fructose or free of a specific ingredient. 

Food safety

Once food leaves our premises it is your responsibility to refrigerate it below 5degC, as per the cooking instructions. While the instructions we provide are conservative, it is your responsibility to ensure your food is heated correctly. Best before dates are also conservative – food is still fine to eat on the best before date. Our fresh food and meals can be frozen, however, the quality may diminish upon thawing.

Products and Prices

We do our best to maintain steady prices, however, they are subject to immediate change due to fluctuating wholesale prices. We reserve the right to make these changes without notice. The website will display the core products and prices at all times. However, short-term or one-off products that are sold in store, won’t necessarily be displayed online. If you’d like to know if or when a product will be in stock please contact us directly. 

Complaints

We are open to any feedback and would prefer to deal with it in person. It’s important to note that while we do our best to engage our suppliers and prepare the produce to a high standard, we can’t control what happens to the product before it enters our premises or after it leaves with you. This is the nature of fresh food. If you’d like to raise something with us please drop in and talk to Ben directly, over the phone, or at hello@omnivorekitchen.com.au

Website, social media and newsletter

Our website, newsletter and social media channels are a brochure for our store and intended for general use only. The content for all is subject to change at our discretion. Please refer to our Terms and Conditions and Copyright and Privacy policies for more information.