Refund & Complaints Policy

Refund & Complaints Policy

At Fresqua, we’re committed to delivering high-quality products and a great experience through every one of our vending machines. If something isn’t right, we want to know — and we’ll do our best to fix it quickly.

Refund Policy

In accordance with Australian Consumer Law, we provide refunds in the following situations:

• Product was not dispensed after successful payment
• Incorrect item was dispensed
• Item was clearly faulty or unfit for consumption at time of purchase

This policy operates alongside your rights under the Australian Consumer Law and does not limit or exclude any consumer guarantees to which you are entitled.

To request a refund:

• Contact us at hello@fresqua.com.au
• Include the machine location, product name, date/time of issue, and payment method
• We’ll review and process eligible refunds within 5 business days, typically returned via the original payment method
• Refunds will typically be returned to your original payment method within 5 business days

Please note: Refunds for uncollected change must be requested as soon as practicable and preferably within 24 hours of purchase.

Complaints & Feedback

If there’s an issue with your purchase (e.g. product not dispensed, incorrect item, faulty product), please contact us at:

hello@fresqua.com.au

Please ensure you include the machine location, product name, date/time, and payment method.

Refunds are typically processed within 5 business days.

For feedback or complaints, we aim to respond within 2 business days and resolve most issues within 5 business days.

Refunds for uncollected change should be requested as soon as practicable and preferably within 24 hours.

This notice operates alongside your rights under the Australian Consumer Law.

We’re Here to Help

We value your feedback — it helps us improve our products, service, and overall experience. Thanks for choosing Fresqua.