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 make this process as straightforward 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).

RETURN WINDOW

Under Australian Consumer Law, products may be returned if they fail to meet a consumer guarantee. Customers must notify Austral Ag of any faulty, damaged, or incorrectly supplied products within 30 days of receiving the item to be eligible for assessment for a refund, replacement, or repair.

Return requests made outside this timeframe may still be assessed where required under Australian Consumer Law; however, delays in notification may impact the resolution process.

Austral Ag does not accept returns for change of mind.

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 and may include a receipt, tax invoice, debit or credit card statement, or online purchase transaction history.

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

HOW TO RETURN A PRODUCT PURCHASED ONLINE AND DELIVERED TO YOU

Products purchased from our online store may be returned by post to one of Austral Ag’s four locations. To arrange a return shipment to your nearest Austral Ag location, please contact our customer service team to organise the most suitable shipping method for your return or exchange.

You can contact us at [email protected]. Please include your name, phone number, product name, order number, and reason for return 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, provided the items are returned using the recommended shipping method discussed with an Austral Ag online customer service team member.

Any return delivery charges will be deducted from your refund once processed. Austral Ag will also refund the original delivery cost and cover the delivery expenses for any replacement item supplied.

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

REPAIRS COVERED BY MANUFACTURER WARRANTIES

In some instances, an issue with a product may not constitute a breach of the statutory consumer guarantees, meaning a refund may not be applicable. However, the product may still be covered by a manufacturer’s warranty.

Where a manufacturer’s warranty applies, the remedy may be limited to repair rather than refund. Some manufacturers use external service agents to assess and repair faulty items. In these cases, the product may need to be sent away for repair.

Please contact Austral Ag for manufacturer contact details if required. We recommend contacting the manufacturer directly by phone where assistance with product operation is needed.