At Good360, we’re committed to making the process of accessing goods as smooth and fair as possible for all our members. We know that sometimes our policies—especially around Click & Collect, fees and charges —can seem strict, so we want to take a moment to explain the “why” behind some of them.
Let’s talk about a couple of common questions we hear from members
Why aren’t fees refunded if I miss my Click & Collect pickup or delivery? (Clause 7.11)
When you place an order and choose Click & Collect or delivery, we set aside those goods just for you. That means someone else misses out, and our warehouse and logistics teams start preparing your order straight away. If the goods aren’t collected on time or delivery fails, it creates extra work, storage strain, and added cost for our team. For example, when a delivery fails Good360 is often charged a redelivery fee by our third party delivery providers.
For Click & Collect we only have ten bays (capacity for 10 pallets worth of stock) of storage for our entire membership base (over 4800 members). If you miss your collection your order stays in f that space, meaning our team is unable to get the next order ready for the next charity, creating a bottleneck and increased workload.
As a charity ourselves, Good360 knows that for charities and schools every dollar counts – and we work hard to keep our handling and admin fees low to support our members. However, our fees do not account for the admin, handling or redelivery of missed collections. In fairness to us and our other members who are missing out, we need to be strict on cancelling orders and relisting items that haven’t been collected or delivered on time, not issuing refunds on handling fees and passing on costs of redelivery where applicable.
Why is there a $100 admin fee to switch delivery methods? (Clause 7.12)
Changing from delivery to Click & Collect (or vice versa) after an order is placed isn’t as simple as flipping a switch. It often requires manual adjustments to inventory, communication with third-party providers, and coordination across our team. The $100 admin fee helps cover the real cost of this extra work—because even though we love to help, we don’t have unlimited resources. And we want to ensure our team can keep supporting all of our 4800+ members fairly.
What’s with all the assorted this and mixed assortment that?
You might notice that many of our product listings say things like:
“This donation includes a mixed assortment of sizes, styles, and/or colours. The allocation per order may vary… Images shown are indicative only…”
Because of the bulk nature in which we receive goods from donors—and the sheer volume of product we handle—we’re often unable to sort and catalogue every item individually, or even open every box that comes through our warehouse. That means what’s in each carton can vary, and we can’t guarantee an even mix of sizes or styles. Our photos and descriptions aim to give you a sense of what’s included, but they’re not exact. Please don’t fully rely on images and always read the product pages carefully as we note critical information in there.
Why do you have a “no returns” policy? (Clause 4)
We also can’t offer returns or replacements. Once the goods have been received, the responsibility for them passes to you. This helps us avoid the significant time and cost involved in processing returns, so we can focus our resources on getting as many goods as possible out to people in need.
This is why it’s so important to carefully review all the information provided on each product page before placing your order. We do our best to share everything we know about the goods—whether it’s expiry dates, the fact that items are assorted, minimum quantities, or any collection requirements like needing a larger vehicle.
We always aim to call out any potential “deal breakers” so you can make an informed decision about whether the product is right for your community before committing. Since we can’t accept returns, it’s essential to be confident the items meet your needs and that you’re able to collect or receive them as outlined.
If you’re still unsure about the suitability of the goods we highly recommend reaching out via live chat or call to our Customer Success team to may be able to provide additional information or help.
We hope this sheds a little light on the reasoning behind these policies. Our goal is always to serve you in the most efficient and equitable way possible—so thank you for helping us make that happen!
If you ever need help understanding a policy, our team is just a phone call or email away.
You can read the full Good360 Terms & Conditions of Membership here.
