ORDERS

Orders for products shipped by Austral Ag on behalf of the store:

When you place an order with Austral Ag through the online store, you are making an offer to purchase a specific product at the indicated price (inclusive of delivery, taxes, and other charges) as stated at the time of the order and subject to these Terms and Conditions. Austral Ag reserves the right to decline your purchase offer for any reason, including but not limited to product unavailability, order errors, or inaccuracies in product descriptions or prices displayed on the website. Customers will receive order confirmation upon completing the purchase on the site.

Orders for products placed with an Austral Ag member store for 'Click & Collect' transactions:

Placing an order with an Austral Ag member store online constitutes an offer to purchase a specific product at the specified price (inclusive of delivery, taxes, and other charges) as indicated at the time of the order and subject to these Terms and Conditions. The Austral Ag store reserves the right to decline your purchase offer for any reason, including but not limited to product unavailability, order errors, or inaccuracies in product descriptions or prices displayed on the website. The Austral Ag store responsible for fulfilling the order will promptly contact the customer to arrange a pickup time.

RETURNING A PRODUCT FOR A REFUND

At Austral Ag, our utmost priority is your complete satisfaction with every item you purchase from us. We recognise that there may be occasions when you need to return a product you've bought from us, and we strive to simplify this process, making it as effortless and convenient as possible. Our returns policy is designed in accordance with the applicable consumer rights and retailer obligations outlined in the Australian Consumer Law (ACL).

CONDITIONS FOR RETURNING A PRODUCT

You are eligible for a refund, replacement, or credit from Austral Ag in accordance with the Australian Consumer Law (ACL) if an item you purchased fails to meet one of the consumer guarantees. These guarantees include situations where the product:

• Is faulty or of unacceptable quality
• Does not match the description or sample
• Is unfit for its intended purpose (i.e., does not perform as expected)
• Is not delivered within a reasonable timeframe

This coverage also extends to non-compliance with any applicable warranties or guarantees provided by the manufacturer, such as the palatability guarantee on super premium foods.

Proof of purchase is required for all returns, which may include your receipt/tax invoice, debit/credit card statement, or online purchase transaction history.

Please note that neither Austral Ag nor Austral Ag stores will accept returns due to a change of mind.

HOW TO RETURN A PRODUCT PURCHASED ONLINE AND DELIVERED TO YOU

Products bought from our online store can be returned by post to one of Austral Ag's four locations. To arrange the return shipment to your nearest Austral Ag locations, please reach out to our Austral Ag customer service team for assistance in organising the most suitable shipping method for your return or exchange. You can contact us at [email protected]. Please provide your name, phone number, the product's name, order. number and your reason for returning in your email.

WHO COVERS THE RETURN COSTS FOR MY PURCHASE?

Austral Ag will cover all associated delivery charges for the return of any products that fail to meet the consumer guarantees outlined in the Australian Consumer Law (refer to 'When to return a product' above), provided they are returned to us using the recommended shipping method (as discussed with an Austral Ag online customer service team member). Any return delivery charges will be deducted from your refund once processed. Additionally, we will refund the original delivery cost and cover the delivery expenses for any replacement item.

If the error is attributed to Austral Ag, such as a picking error where the goods ordered do not match what was delivered, Austral Ag will cover the shipping costs associated with your return.

REPAIRS COVERED BY MANUFACTURER'S WARRANTIES

There may be instances where you encounter an issue with a product that doesn't constitute a breach of the statutory warranty provided by us, meaning you are not entitled to a refund from us. However, the product might still be covered by a warranty from the manufacturer.

If your purchase includes a warranty from the product manufacturer, typically, the warranty allows you the right to have the product repaired (rather than receiving a refund) in case defects arise within the warranty's scope.

Certain manufacturers utilise external Service Agents to repair faulty or damaged products. In such cases, the item will need to be sent away for repair. Please get in touch with us for the manufacturer's contact details. We recommend contacting the relevant manufacturer by phone first if you encounter any difficulties operating a product.