Brand Maleny Cuisine
Legal entity: Niora Foods Pty Ltd
Last updated: 21 August 2026
Contact: sales@malenycuisine.com.au
We want customers to receive safe, correct and good-quality products. This policy explains available remedies and how to report a problem.
Maleny Cuisine is a brand owned and operated by Niora Foods Pty Ltd. In this policy, “Maleny Cuisine”, “we”, “us” and “our” refer to Niora Foods Pty Ltd in connection with the Maleny Cuisine brand, website and online store.
1. Australian Consumer Law
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.
Depending on the circumstances, a customer may be entitled to a replacement, refund or other remedy if a product is faulty, unsafe, materially damaged, not of acceptable quality, not fit for a disclosed purpose or materially different from its description.
2. Inspecting an order
Please inspect the parcel and products soon after delivery. If there is breakage, leakage, a missing or incorrect item, suspected contamination, a seal failure or another quality problem, do not consume the affected product and contact us as soon as reasonably practicable.
3. Information to provide
To help us assess and resolve a claim efficiently, please provide:
• the customer name, order number and delivery address;
• a clear description of the issue and when it was noticed;
• photographs of the product, packaging, damage, label, batch code and best-before date where relevant; and
• any other reasonable information required to verify the purchase or investigate food safety and delivery.
A request for photographs or other information is an administrative step and does not remove or reduce statutory consumer rights. If there is an immediate health or safety concern, contact an appropriate health professional or emergency service and preserve the product and packaging where safe to do so.
4. Available remedies
After assessing the circumstances, we may provide a replacement, refund, credit or another appropriate remedy. The remedy will reflect the nature of the failure and the customer’s rights under the Australian Consumer Law. Refunds are ordinarily returned to the original payment method. Processing times imposed by banks or payment providers are outside our control.
5. Major and non-major failures
Where a product has a major failure, the customer may have the right to choose a refund or replacement. For a failure that is not major, we may choose to provide a remedy within a reasonable time. We do not require a customer to deal only with a manufacturer where we are responsible as the supplier under the Australian Consumer Law.
6. Change of mind
Because our products are food items, we do not ordinarily accept returns or provide refunds for change of mind after an order has been dispatched. Before dispatch, contact us immediately if you wish to cancel or amend an order. We will try to assist, but cancellation or amendment is not guaranteed once picking, packing or carrier processing has begun.
This change-of-mind position does not apply where a customer is entitled to a remedy under the Australian Consumer Law.
7. Products that cannot be resold
For health, safety and traceability reasons, opened food, products with broken seals, products not stored as directed, personalised items, complimentary samples and gift cards cannot ordinarily be returned for change of mind. These exclusions do not affect remedies for faulty, unsafe, damaged, incorrectly supplied or misdescribed goods.
8. Returns process and costs
Do not send products back without contacting us. We will advise whether a return is necessary and provide instructions. Where goods are confirmed to have a failure covered by the Australian Consumer Law, we will meet reasonable return costs as required by law. For any discretionary return, the customer may be responsible for return delivery and the product must be unopened, securely packed and in resalable condition.
9. Delivery charges
Whether an original or return delivery charge is refunded depends on the circumstances and the requirements of the Australian Consumer Law. We will not use a blanket “delivery fees are non-refundable” rule where the law requires those costs to be reimbursed.
10. Incorrect address, refusal and failure to collect
Where an order is returned because the customer supplied an incorrect or incomplete address, refused delivery, did not collect the parcel or did not provide safe access, we may charge reasonable redelivery and handling costs
or deduct costs we are lawfully entitled to retain. This does not apply where the return was caused by our error, a product failure or a carrier issue for which the customer is entitled to a remedy.
11. Food safety and recalls
If we identify a safety, quality or labelling concern, we may contact affected customers, request that a product not be consumed, arrange collection or disposal, and provide an appropriate remedy. Customers should follow any recall notice or safety direction promptly.
Contact us
Questions, requests or complaints about this policy can be sent to sales@malenycuisine.com.au, delivered to 4/25 Runway Drive, Marcoola QLD 4564, Australia.
Website: https://malenycuisine.com.au/
Address: 4/25 Runway Drive Marcoola QLD 4564
Email: sales@malenycuisine.com.au
Contact: 1800 839 290