At Ho’s Dim Sim, we are committed to delivering top-quality products from our factory to your front door, ensuring they arrive frozen, fresh and exactly as described. As our products are frozen and perishable, we cannot accept returns, but we will support you in line with Australian Consumer Law.
You are entitled to a replacement or refund if a product is faulty, unsafe, not as described, or does not meet acceptable quality standards.
Please note that:
Please contact us within 24 hours of delivery or collection. Claims submitted after 24 hours may not be eligible due to the perishable nature of frozen goods.
To help us assess the issue, please provide:
If your items are damaged during transport, defrosted on arrival, faulty or materially different from what you ordered, we will provide a refund, replacement or store credit in line with Australian Consumer Law.
Approved refunds may take 10–14 business days to appear depending on your bank.
We recommend checking your order as soon as it arrives. Frozen items should feel firm, and packaging should be fully intact without tears, leakage or damage.
In line with Australian food safety regulations, we cannot accept returns of frozen or perishable items. Returned food cannot be restocked or reused.
Because our products are frozen, perishable and prepared to order, we are unable to cancel, amend or refund an order due to:
If Authority to Leave is selected, responsibility for correct storage passes to you once delivered.
If Ho’s Dim Sim is unable to fulfil your order as described, we will provide the appropriate remedy under Australian Consumer Law.
If you purchased Ho’s Dim Sim products from supermarkets, independent grocers, restaurants, or retailers, please contact the original place of purchase. Each retailer will have its own returns and exchange policy and will assist you accordingly.
Ho’s Dim Sim cannot process refunds, exchanges or replacements for items purchased outside our direct sales channels. We can only assist with purchases made directly through hosdimsim.com.au and our Marrickville factory.
If you experience an issue with your order, please reach out so we can help.
Email: hello@hosdimsim.com.au
Phone: (02) 9557 6878
Support hours: Monday to Friday, 8:30 am to 5:00 pm.
Closed on weekends and public holidays.
