The Super Butcher Freshness Guarantee
Fresh.
Guaranteed.
Every cut we sell is guaranteed fresh right up to its use-by or best-before date. If it ever falls short, we'll replace it or refund you in full. No fuss.
What's covered
Covered
All our fresh and frozen products, bought in store or online, as long as you claim on or before the date on the pack.
Not covered
Products past their date, products not stored as the label directs, and change of mind or taste preference.
If you have any other feedback about why you're not satisfied with your product, please contact us.
How to claim
You can claim at any Super Butcher store, not just the one you bought from.
In store
Return the product to any Super Butcher store with your receipt.
If you don't have your receipt, provide the name or phone number on your Super Rewards account so we can find your purchase.
Choose a replacement or a full refund, and we'll process it on the spot.
Online orders
Take a photo of the product in or beside its packaging, with the use-by or best-before date showing.
Email it to marketing_support@superbutcher.com.au with your order number, or call us on 1300 002 493.
We'll refund it to your original payment method and reply within one business day.
If we can't confirm from the photo that the product is spoiled, we may ask you to return it to your nearest Super Butcher store.
What we mean
- Use-by date
- The last day the product should be eaten for health and safety reasons. The date itself counts, so you can claim up to and including that day.
- Best-before date
- The date the product keeps its best quality until. The date itself counts, so you can claim up to and including that day.
- Falls short
- The product is spoiled, rotten or otherwise inedible, even though it has been stored as the label directs.
- Replacement
- The same product, or a similar one at the same price or less if it's unavailable, at no cost to you. If the product was bought on special or there's no similar product, we'll refund you instead.
- Refund
- The price you paid for that product, returned to your original payment method.
- Proof of purchase
- Your receipt, or the purchase recorded on your Super Rewards account. For online orders, your order number.
Questions
What is the Super Butcher Freshness Guarantee?
Every cut we sell is guaranteed fresh right up to its use-by or best-before date. If it ever falls short, we'll replace it or refund you in full. No fuss.
What does it cover?
All our fresh and frozen products, bought in store or online, as long as you claim on or before the date on the pack.
Does the date on the pack count?
Yes. You can claim up to and including that day. Our terms explain what use-by and best-before mean.
What if I purchased bulk beef that was sliced and vacuum sealed in store?
Beef products sliced and vacuum sealed at our butcher's bench are guaranteed for 10 days from the date of purchase when stored refrigerated under 5°C. We recommend freezing anything you're not eating straight away.
Do I need to return the product?
Yes. Please return it to any Super Butcher store with your receipt. For online orders, email us a photo instead (see How to claim).
I've lost my receipt. Can I still claim?
Yes, if you bought it with your Super Rewards account. We can find your purchase with your name or phone number.
Can I claim at a different store?
Yes. You can claim at any Super Butcher store.
What if I'm unable to return to a store by the date?
Call your store on 1300 002 493, or contact us here.
How do I claim on an online order?
Email a photo of the product in its packaging with the date showing, plus your order number, to marketing_support@superbutcher.com.au, or call us on 1300 002 493. We'll refund it to your original payment method. If we can't confirm from the photo that the product is spoiled, we may ask you to return it to your nearest store.
How long does a refund take?
In-store refunds are processed on the spot. If you paid by card, it can take up to 5 business days to reach your account. Online orders are refunded (not replaced) to your original payment method, usually within 3–5 business days.
What isn't covered?
Products past their date, products not stored as the label directs, and change of mind or taste preference.
Terms
- The Super Butcher Freshness Guarantee covers fresh and frozen products bought from a Super Butcher store or superbutcher.com.au that are spoiled, rotten or otherwise inedible before their use-by or best-before date.
- When sliced and vacuum sealed at our butcher's bench, beef products are guaranteed for 10 days from the date of purchase when stored refrigerated under 5°C. We recommend freezing any products you're not eating straight away for the best results.
- To claim in store, return the product to any Super Butcher store with proof of purchase (a receipt or a purchase on your Super Rewards account). For online orders, you'll need your order number and a clear photo of the product in or beside its packaging with the use-by or best-before date visible. If we can't reasonably tell from the photo that the product is spoiled, rotten or otherwise inedible, we may ask you to return it to your nearest Super Butcher store for a refund. If you are unable to return to a store on or before the date, contact your store on 1300 002 493 or contact us here.
- Claims must be made on or before the use-by or best-before date. For beef sliced and vacuum sealed at our butcher's bench, claims must be made within 10 days of purchase.
- In store, you can choose a replacement of the same product (or similar if it's unavailable) or a full refund of the price paid for that product. Online orders are refunded to the original payment method. If the product was bought on special, or there's no similar product available at the same price or less, we'll give you a full refund instead of a replacement.
- The guarantee doesn't cover products past their use-by or best-before date, products not stored as the label directs, change of mind or taste preference, or, for online orders, photos that don't show the product with its packaging and date.
- One claim per product purchased.
- A fair go, both ways. We keep this guarantee simple because we trust our customers. If claims look unusual or are repeated, we'll discuss it with you first and may decline the claim.
- Claimed products are disposed of safely and are never resold.
- This guarantee is in addition to your rights under the Australian Consumer Law and does not limit them.