Delivery, cancellations & refunds
Last updated 2 September 2026
These terms explain how Pura Viva Dumplings handles delivery, pickup, change-of-mind cancellations, refunds, and problems with an order.
Delivery and pickup
At checkout, we show delivery eligibility for your postcode, the delivery fee, any free-delivery threshold, the pickup location and instructions, and the available fulfilment times. Your confirmed order records the selected two-hour delivery or pickup window in Australia/Sydney time.
For delivery, someone must be available to receive the order. We cannot leave an order unattended without handing it to you because this can affect food quality and temperature conditions. If nobody is available, we will try to contact you and wait up to 10 minutes.
Redelivery may require an additional fee. A change-of-mind refund for a prepared order is not guaranteed when a missed delivery is caused by customer unavailability. For pickup, please collect within the selected window or contact us as soon as possible if you cannot.
Cancellations
To request a change-of-mind cancellation, contact us as soon as possible. We accept a change-of-mind cancellation when we receive and confirm the request before the order reaches the Preparing status and preparation begins. A change-of-mind cancellation is not accepted until we confirm it.
After preparation has started, a change-of-mind cancellation is not guaranteed. This change-of-mind rule does not affect any remedy you are entitled to under the Australian Consumer Law.
Refunds
When we confirm a change-of-mind cancellation before preparation, we refund the full amount actually paid, including the delivery fee. A Stripe refund is returned to the original payment method. Bank and payment-provider processing times can vary after we initiate the refund. For a pay-on-receipt order, no payment has been collected, so there is no payment to refund.
If we cannot fulfil the order in the selected window or an ordered item is unavailable, we will contact you and offer a suitable replacement, a new fulfilment window, or a full refund if you do not accept the alternative.
Problems with an order
If an order is incorrect, damaged, or not of acceptable quality, contact us as soon as possible with the order number and, where possible, a photo that helps us assess the problem. Depending on the circumstances, the remedy may be a replacement, partial refund, full refund, or another remedy available under the Australian Consumer Law.
Your rights and remedies under the Australian Consumer Law apply in addition to these terms. These terms do not limit rights that cannot lawfully be excluded.
Contact us
Email puravivasydney@gmail.com or call +61 416 130 313. Please include your order number so we can find the order quickly.