At NP Online Supermarket, we want you to be completely satisfied with your purchase. This Returns Policy sets out the key terms covering product returns for purchases made at our physical stores and through our online platform (NP Online).
This policy applies to all products purchased from NP Online Supermarket, with the exception of Gift Cards (which are subject to separate terms and conditions).
Faulty Products: If a product is faulty, we'll provide a refund, replacement, or repair when you show proof of purchase at our store service desk.
Australian Consumer Law: All goods sold by NP Online Supermarket are covered by Australian Consumer Law guarantees that cannot be excluded.
If you have purchased a faulty or defective product from NP Online Supermarket, we will:
Refund the full purchase price, OR
Replace the product with the same or equivalent item, OR
Repair the product
We reserve the right to assess the product to verify the fault before providing a remedy. If the fault has arisen from your misuse of the product, we may refuse the claim.
How to Make a Claim:
Return to the service desk of any NP Online Supermarket store with:
The faulty product (or evidence of the fault)
Proof of purchase (receipt or online order confirmation)
Original packaging and any accessories if available
Our staff will assess the product and provide you with a suitable remedy
Important: You are responsible for the cost of bringing the product to our store service desk.
If you do not have proof of purchase but wish to return a faulty product, we will, at our discretion:
Provide you with a Store Credit Voucher to the value of the estimated purchase price (we may ask you questions to determine the likely original price), OR
Arrange for the product to be assessed by the manufacturer or repair agent
For high-value products, we reserve the right to have the product assessed by:
Our trained service staff in-store, OR
The manufacturer or relevant repair agent (we'll arrange this at no cost to you)
This assessment verifies the problem and determines the best remedy. We'll contact you with the outcome.
Data Loss: Please be aware that repairing a product may result in the loss of any user-generated data stored on the product, including:
Files stored on computer hard drives
Telephone numbers stored on mobile phones
Apps or settings on tablets or e-readers
Games saved on gaming consoles
Photos and media stored on devices
Any other personal data on the device
Backup: We recommend backing up any important data before returning a product for repair.
Refurbished Parts: In some cases, goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired. Refurbished parts may be used in repairs.
Some products come with a manufacturer's warranty in addition to your consumer rights. These warranties may cover manufacturing faults during their specified period. You can claim directly with the manufacturer if you prefer, and our staff are happy to provide manufacturer contact details.
Large or Inaccessible Products: If a product cannot be easily returned to your local store because of:
The nature of the fault
The size of the product
Because it is affixed to your premises
Please contact us and we will arrange for the product to be assessed and a suitable remedy provided at no cost to you.
Return of Accessories: When returning a faulty product, please return it with:
Original packaging (if available)
Instruction manuals
All accessories and components
All goods and services provided by NP Online Supermarket are subject to Australian Consumer Law guarantees which cannot be excluded.
Our goods come with a guarantee that they are:
Fit for purpose (suitable for the use you intended)
Safe to use
Lasting (will last for a reasonable period of time)
Acceptable in appearance
Free from faults
The "reasonable period of time" is determined by factors including:
The type of product
The cost of the product
What you were told about the product
What the product is used for
How much you paid
For major failures with goods, you are entitled to:
Choose one of the following:
A refund of the purchase price
A replacement product
A repair of the product at no cost to you
For services (such as delivery), if there is a major failure you may also:
Cancel the service contract
Receive a refund for unused portions
Receive compensation for reduced value
If a failure with goods or a service does not amount to a major failure, you are entitled to:
Have the failure rectified in a reasonable time at no cost to you
If we do not fix the failure in a reasonable time, you are entitled to:
A refund of the goods
Cancellation of the service contract and a refund of unused portions
Compensation for any other reasonably foreseeable loss or damage
We cannot:
Exclude or limit your consumer guarantees
Require you to return goods to a manufacturer instead of claiming through us
Impose unfair conditions on your rights
Please note: All Gift Cards (whether branded with NP Online Supermarket or third-party branded cards such as digital gift cards) are subject to their own separate terms and conditions, as well as the rights and remedies provided by the Australian Consumer Law.
Gift Cards are not returnable or refundable for change of mind. Unused balance may be transferred or forfeited according to the Gift Card terms.
| Issue | Action Required | Timeline | Outcome |
|---|---|---|---|
| Faulty Product (with receipt) | Visit service desk with product and proof of purchase | Within reasonable time | Refund, Replacement, or Repair |
| Faulty Product (no receipt) | Visit service desk with product | At our discretion | Store Credit Voucher or manufacturer assessment |
Location: Service Desk at any NP Online Supermarket store
What to bring:
The product (or evidence of the issue)
Proof of purchase (receipt, bank statement, or online order confirmation)
Original packaging and accessories (if available)
Government-issued ID (for some transactions)
What to expect:
Our staff will assess the product
We'll discuss your issue and preferred resolution
We'll process your return or claim
You'll receive either a refund, replacement, or repair arrangement
Contact us through:
Email: npsupermarketoffice@gmail.com
Phone: 08 9358 3288
Hours: 9:00-17:00
What to provide:
Order number and date
Product name and details
Description of the issue (include photos if helpful)
Your proof of purchase
Preferred resolution
Return Shipping:
For items purchased online, we'll arrange return shipping at no cost to you
We'll provide you with a return shipping label and instructions
Please ensure the product is packaged securely to prevent transit damage
In-Store Returns: Refunds are processed immediately at the service desk (receipt provided)
Online Returns: After we receive and inspect your return:
Processing time: 3-5 business days
Your refund will be issued to your original payment method
Additional processing time may vary depending on your financial institution
Refunds are issued to:
Original payment method (credit card, debit card, digital wallet) - preferred
Store Credit Voucher - if original payment method is unavailable
Alternative payment method - if you request it
Note: Refunds to bank accounts typically take 3-5 business days to appear, depending on your bank.
This policy applies to products purchased directly from NP Online Supermarket. Different returns policies may apply to:
Products purchased from third-party sellers (if applicable)
Marketplace products sold by partner retailers
Gift Cards (subject to separate terms)
Digital products and downloads
Your return is not eligible if:
The product shows signs of use or damage
Packaging has been opened or damaged
The product has been modified or altered
The product has been misused or neglected
The product was damaged due to your actions
The following products cannot be returned for change of mind:
Opened or used perishable items
Tobacco and smoking products
Alcohol and liquor products
Mobile phones (except for manufacturer defects)
SIM cards and recharge vouchers
Used hygiene products
Hazardous materials
Gift Cards
Products marked "Final Sale"
When returning a product (especially online purchases):
Use secure, appropriate packaging
Protect the product from damage during transit
Include all original accessories, documentation, and packaging if available
Include your order number and reason for return
We are not responsible for damage during return transit if inadequate packaging was used.
Back up any important data before sending a product for repair
Remove any personal information or data from devices before returning
We are not responsible for data loss resulting from repair or replacement
Return products within the specified timeframes (typically 30 days)
Returns outside the timeframe will not be accepted unless there is a valid reason
Fresh or Free claims should be made as soon as the issue is noticed
If a product cannot be easily returned because:
It's too large to transport to a store
It's affixed to your premises (e.g., installed shelving)
The nature of the fault makes return difficult
Contact us at 08 9358 3288 and we'll arrange an in-home assessment and suitable remedy at no cost to you.
If your online order arrives damaged:
Don't discard the packaging - keep it as evidence
Contact us immediately with photos of the damage
We'll arrange a replacement or refund
We may ask for the damaged product and packaging for our investigation
If you're not satisfied with the outcome of your return or claim:
Contact us: Explain your concerns to our customer service team
We will: Investigate and provide a response within 30 days
Escalation: If still unsatisfied, contact the Office of the Australian Information Commissioner
NP Online Supermarket Customer Service:
Phone: 08 9358 3288
Email: npsupermarketoffice@gmail.com
Hours: 9:00-17:00
Address: 45 Cecil Avenue Cannington WA 6107
Office of the Australian Information Commissioner (if needed):
Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
| Term | Definition |
|---|---|
| Proof of Purchase | Receipt, bank statement, invoice, or online order confirmation showing purchase date and product |
| Original Packaging | The packaging the product came in from the manufacturer, unopened and undamaged |
| Perishable Product | Food items with a limited shelf life (fresh produce, meat, dairy, bakery items, etc.) |
| Store Credit Voucher | A credit that can be used to purchase products at NP Online Supermarket |
| Faulty/Defective | A product that has manufacturing defects or doesn't work as intended |
| Major Failure | A serious fault that makes the product unfit for purpose or significantly reduces its value |
| Australian Consumer Law | The Consumer Guarantees provisions of the Competition and Consumer Act 2010 (Cth) |
Effective Date: 10/12/2025
Last Updated: 10/12/2025
NP Online Supermarket may update this Returns Policy from time to time. Any updates will be published on our website. Your continued use of our services following any changes constitutes your acceptance of the updated policy.
For the most current version of this policy, visit: www.npsupermarket.com.au/returns-policy
© NP Supermarket Pty Ltd. All rights reserved.
Returns Policy Version 1.0
No, we don't provide refunds for change of mind.
If a product is faulty, bring it to our service desk with your proof of purchase. We'll refund, replace, or repair it at no cost to you.
Faulty products: No strict time limit, but claim as soon as you notice the fault
No, alcohol and tobacco products cannot be returned for change of mind due to regulatory restrictions. However, if they are faulty, you can claim under our faulty product policy.
For faulty products, we'll assess the product and may provide a Store Credit Voucher if we cannot verify the purchase price. We may ask questions to help determine the likely original price. Bring the product and any evidence of purchase (bank statement, email receipt, etc.).
No, we'll provide a free return shipping label for eligible returns. For fresh or perishable items, we'll arrange collection at no cost.
Don't discard the packaging. Contact us immediately with photos of the damage. We'll investigate and arrange a replacement or refund.
Yes, under Australian Consumer Law, you may be entitled to compensation for reasonably foreseeable loss or damage caused by a product failure (e.g., loss of business, injury). Contact us to discuss your specific situation.
