REFUNDS & CANCELLATIONS
At The Ichhong, we take care in preparing, packing and delivering our handcrafted meals, sauces and catering orders.
As many of our products are perishable and made or prepared specifically for your order, we generally do not accept returns or provide refunds for change of mind. If something isn't right with your order, however, please contact us as soon as possible and we'll work with you to resolve the issue.
Change of Mind
We generally do not offer refunds, returns or exchanges where you have simply changed your mind, selected the wrong product, no longer require the order, or do not like a product based on personal taste preference.
Please check your order carefully before completing your purchase.
Frozen Home Meals
Because our frozen home meals are perishable, they cannot be returned once delivered.
Please place your meals in the freezer as soon as possible after delivery and follow the storage and cooking instructions provided.
If your order arrives damaged, incorrect or incomplete, or you have concerns about the quality or safety of a product, please contact us as soon as possible, preferably within 24 hours of delivery.
To help us investigate, please provide your order number, photographs of the product and packaging, and a brief description of the issue. Please keep the affected product where reasonably possible until we've had an opportunity to assist.
Signature Sauces
If your sauce order arrives damaged, leaking, incorrect or incomplete, please contact us as soon as possible.
Please provide your order number and photographs of the product and packaging. Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a replacement, refund or other solution.
Delivery Issues
Please ensure the delivery address and contact details provided with your order are complete and correct.
For frozen home-meal deliveries, please follow any delivery and storage instructions provided. If food has been successfully delivered according to your instructions but is subsequently left unattended or not stored appropriately, we may not be responsible for deterioration caused after delivery.
If your order has not arrived when expected, please contact us as soon as possible so we can investigate.
Catering Cancellations
We understand that plans can change. If you need to cancel or change the date of your catering booking, please contact us as soon as possible.
- 5 days or more before your event: No cancellation fee.
- 3–4 days before your event: A cancellation fee of 20% of the total order value will apply.
- Less than 3 days before your event: A cancellation fee of 30% of the total order value will apply.
For cancellations close to the event date, ingredients may already have been ordered and preparation and staffing arrangement may have been made. These cancellation fees help cover costs already committed to your booking.
Changing Your Event Date
If something unexpected happens and you need to postpone your event, please contact us as soon as possible.
Where possible, we will work with you to move your booking to another available date rather than cancel it. Any date change is subject to availability and any costs already incurred for your original booking.
Australian Consumer Law
Our refund and cancellation policy does not affect your rights under the Australian Consumer Law.
Refund Processing
Where a refund is approved, it will normally be returned to the original payment method used for the purchase. Processing times may vary depending on the customer's bank or payment provider.
Contact Us
If you have a problem with an order, please contact The Ichhong as soon as possible and include your:
Name • Order number • Description of the issue • Photos where relevant