Policies · Phở 999 @ Polaris
Refunds & Complaints
What to do if something isn't right, and how we put it right.
At a glance
- Something missing, wrong, unsafe or not up to standard? Tell us the same day and we will remake it, replace it or refund it.
- Changed your mind? Call before we start cooking for a full refund.
- Card and eftpos refunds go back to the card or wallet you paid with. They usually appear within 4–14 business days.
- If you ordered through a delivery app, report the problem in that app first.
- Your rights under the Australian Consumer Law always apply.
1. Your rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Food must be safe and of acceptable quality. It must also match its description.
- If there is a major problem, you can choose a refund or a replacement. Examples are food that is unsafe or spoiled, a dish that is very different from its description, or a missing or wrong item.
- If the problem is minor, we will fix it within a reasonable time. Examples are a missing sauce or a garnish you asked us to leave out. We may remake the dish, add what was missing or give a refund for that part. If we don't fix it, you can ask for a refund.
- You don't have to accept a voucher or store credit for a problem covered by these guarantees.
2. If something is wrong with your order
Please tell us as soon as possible, ideally the same day and before eating most of the dish. Call (03) 9467 2886, or speak to us at the counter. It helps if you have:
- the name and mobile number on the order, or your receipt;
- what the problem is, plus a photo if you can take one;
- the item, if it is practical to bring it back. You don't have to bring back food that has already been eaten.
| Problem | What we will do |
|---|---|
| Item missing | Make it for you now, or refund that item |
| Wrong item | Make the right item, or refund it |
| Food unsafe, spoiled or containing a foreign object | Full refund for that item. We will also investigate. Please keep the item if you can |
| Quality not acceptable, for example cold or badly cooked | Remake it or refund it |
| An allergen you told us about was included | Full refund and an investigation. If you have symptoms, get medical help first |
| Order not ready within a reasonable time of your pickup time | Wait for it, or cancel for a full refund |
| We cancelled your order | Automatic full refund |
If you feel unwell after eating our food, please get medical advice and tell us. You can also report it to the City of Darebin environmental health team.
3. Change of mind and cancellations
- Our food is cooked fresh for each order. If you call (03) 9467 2886 before we start preparing your order, we will cancel it and refund it in full.
- Once we have started cooking, we don't give refunds for change of mind.
- For orders that are not collected, see section 7 of our Terms & Conditions.
4. How refunds are paid
- Online orders: we refund through Square to the card, Apple Pay or Google Pay you used. We can't refund online payments in cash or to a different card.
- In-store payments (eftpos, card or mobile wallet): we refund to the card or wallet you paid with. We may ask you to present that card or device.
- Once a refund is approved, we process it promptly. Card and eftpos refunds usually take 4–14 business days to appear, depending on your bank.
5. Orders through delivery and ordering apps
If you ordered through Uber Eats, DoorDash, HungryPanda or a similar app, the app took your payment. Please report the problem in that app first, because it handles refunds for those orders. You are always welcome to contact us directly too, and we will help where we can.
6. Making a complaint
- Talk to us at the counter, or call (03) 9467 2886.
- We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days. If it will take longer, we will tell you why.
- If we can't resolve it, you can contact Consumer Affairs Victoria on 1300 55 81 81, or apply to Victorian Civil and Administrative Tribunal (VCAT).
We use your complaint only to resolve it and to improve our service. See our Privacy Policy.
Contact us
LLA PACIFIC PTY LTD · trading as Phở 999 @ Polaris
Polaris Town Centre, 22 Copernicus Cres, Bundoora VIC 3083
Phone (03) 9467 2886
ACN 647 091 665 · ABN 58 647 091 665