To support healthier inventory management across our customer network and help reduce unnecessary product waste and ageing stock, we are introducing an updated Product Expiry & Inventory Return Policy, effective from the date of this announcement.
Our goal is to work more closely with our customers to identify ageing inventory earlier, create more opportunities to manage products before they expire, and establish a clearer and more consistent return process for everyone.
Inventory Review & Support Period
Effective immediately through 31 December 2026
Over the coming months, we encourage all customers to review their current store inventory and identify any products that are approaching expiry or have already expired.
During this period, our team will work closely with customers to:
- Review ageing and near-expiry inventory;
- Help clarify the updated return requirements;
- Identify products that may require earlier action;
- Explore practical options for redistribution, clearance or other inventory solutions where appropriate; and
- Assist customers in gradually transitioning to the updated inventory management process.
Where customers currently hold expired or near-expiry stock, we strongly encourage you to contact your account manager as early as possible rather than waiting until the end of the year.
The earlier we are aware of ageing inventory, the more options we have to work together on a practical solution.
Return Policy From 1 January 2027
From 1 January 2027, the following return standards will apply:
- Products with more than 3 months remaining before their expiry date may be considered for return in accordance with our standard return policy.
- Products with 3 months or less remaining before expiry will be classified as near-expiry inventory. Where a return is accepted, these products will be assessed and credited or purchased back based on the applicable clearance value.
- Products that have already expired will generally no longer be accepted for return, except in specific circumstances approved by us, such as confirmed product quality issues, official recalls or other exceptional cases.
These guidelines are intended to encourage earlier communication and inventory review, giving both customers and our team sufficient time to manage stock while products still have a viable sales window.
Return Request Requirements
To help us review and process returns efficiently, customers are requested to submit a return request before sending any products back.
Where available, please provide:
- Product name;
- Quantity;
- Batch number; and
- Photos showing the product condition and expiry information.
Once the request has been reviewed, our team will confirm the appropriate next steps and return instructions.
Please avoid sending products back without prior approval, as this may limit our ability to process the return correctly.
Working Together on Better Inventory Management
As products move closer to their expiry date, the available options for redistribution, resale or clearance become increasingly limited. Once a product has expired, in many cases there is unfortunately very little that either the customer or our team can do to recover its value.
By identifying ageing stock earlier, we can work together to take action while there are still practical options available.
This updated process is therefore designed not simply as a return policy, but as part of a broader approach to better inventory planning and healthier stock management.
During the support period through 31 December 2026, our priority is to help customers understand the updated process, review existing inventory and address any current ageing-stock issues wherever possible.
We encourage customers to make inventory reviews part of their regular store management process and to speak with us early whenever stock is moving slowly or approaching expiry.
Our team remains committed to supporting our customers and finding practical solutions wherever possible.
Thank you for your continued partnership and cooperation.
