Returns, Refunds & Food Safety Policy

1. Introduction

At Sydcily, we are committed to delivering high-quality products packaged with care.

As a business that handles food products, we must follow standard Australian food safety practices

and ensure that any item reported as damaged, opened, or compromised is reviewed properly.

2. Food Safety Requirements

For health and safety reasons, we must inspect any product that is reported

as opened, leaking, damaged, or compromised before issuing any replacement or refund.

This ensures consumer safety and product integrity.

3. Mandatory Return for Inspection

To verify any reported issue, customers must return:

– The affected product(s)

– The original packaging where possible

– Any remaining contents

No refund or replacement can be issued without this inspection.

If a customer chooses not to return the item(s), the claim cannot proceed.

4. How to Submit a Claim

Customers must provide:

1. Order number

2. Description of the issue

3. Clear photos showing:

   – The product

   – The packaging

   – Protective wrapping

   – Any visible damage

After initial review, we will confirm if the item must be returned for inspection.

5. Return Shipping

Unless otherwise stated:

– Return shipping is the customer’s responsibility.

– Prepaid labels are provided only if clear evidence of a genuine fault is established.

If inspection confirms a product issue, Sydcily may offer replacement, refund, or store credit.

6. Inspection Outcomes

After inspection, the outcomes are:

– Fault confirmed → Replacement or refund

– No fault found → No replacement or refund

– Damage after delivery → Not eligible

– Misuse or improper storage → Not eligible

7. Change of Mind Policy

According to Australian Consumer Law, businesses are not required to provide refunds

or returns for change-of-mind purchases.

For food items, returns cannot be accepted for hygiene and safety reasons.

Non-food products (such as bags or accessories) may be eligible for return if unused, in original condition,

and requested within 7 days. Customers must contact us prior to returning these items.

8. Delivery Issues

If a parcel arrives incomplete, damaged, or tampered with, customers must notify us

within 48 hours of delivery and provide supporting photos.

9. Incorrect Address

Customers are responsible for providing accurate shipping information.

Orders delivered to the address provided at checkout cannot be refunded or replaced.

10. Contact Us

For any claims or questions:

Email: info@sydcily.com

Address: Unit 5, 1 Helles Avenue, Moorebank NSW 2170