Refund policy
Ordering
Any order placed on this Website by you is an offer to purchase a product or products at the advertised price plus any delivery costs and other charges specified on this Website at the time you place your order.
We reserve the right at any time following receipt of your order to:
· accept or decline your order and payment for any reason including for unavailability of any product, an error in the price or the product description posted on the Website, or where we reasonably believe you have acted fraudulently, not complied with these Terms or the Privacy Policy; and
· without prior notice to you, supply less than the quantity you ordered of any item.
You acknowledge that our products are supplied to you strictly for your personal use only and must not be resold.
Pricing
All prices on the Website are quoted in Australian Dollars (AUD) and are inclusive of goods and services tax, unless stated otherwise.
If you require the products to be packaged in a non-standard manner, we may also charge you for the additional cost of the packaging.
We may promote coupons, discount codes specials that offer a discount off the RRP. To qualify for this discount you must supply the applicable discount code at checkout or purchase products within the allotted timeframe. You may only use one discount code per purchase and use of a discount code may over-ride or nullify some of the other discounts we may offer such as free shipping.
Payment
Payment is required at the time of purchase and can only be made using either a nominated VISA or Mastercard credit card or using a PayPal, or Afterpay account. All payments are handled by a secure payment gateway provider and will appear on your account statement as coming from Serenity Imports Australia or Bramble Bay Co.
If we cannot complete your order, some items cannot be shipped or we reject your order, we will refund you using the original payment method used for the order. Please be aware that refunds may take several business days to appear on your statement.
Delivery
We process and deliver products Australia wide Monday to Friday between 8am to 4pm (AEST/ AEDT). To read more about delivery options and costs. Orders received outside these hours will be processed the following working day. Feel free to contact us at sales@bramblebayco.com if you have a special request.
Once we have accepted, processed, and packed your order, you will receive an email from us containing a tracking number. Please allow at least 1 working day for the tracking information to be updated.
Delivery estimates given are indicative delivery times only and we cannot guarantee delivery timing, including for large orders or due to reasons beyond our control. We are not liable for any losses, liabilities or costs you incur arising out of late or delayed delivery.
Our delivery partners will deliver your order using the name, address and telephone details you provide us with when completing your order. We are not liable for any mis-delivery due to inaccurate delivery details provided by you.
Returns Policy
We want you to be happy with the products you purchase from us and your shopping experience with us.
If you have mistakenly purchased the wrong product you can cancel your order at any time before your order is packed for dispatch. However, once we have packed your order for dispatch, it cannot be cancelled. To request a cancellation, please contact us at sales@bramblebayco.com
We will gladly accept a return of your products provided:
· you contact us within 7 days of dispatch of the products; and
· the products are returned in original condition, unopened and sealed (unless the products are faulty).
Please note once the 7 day period has passed, we will not accept any return of products.
If you are returning the products because:
· you changed your mind, we will be delighted to offer you with an exchange up to the value of the products;
· you received incorrect products, we will at our option, either replace the incorrect product with the products you ordered or we will refund you;
· you received faulty or damaged products, we will at our option, either provide you with a replacement or we will refund you.
We take care in packaging all orders securely, however, occasionally boxes may be damaged while in transit, we do not offer refunds or replacements on products if only its packaging is damaged.
Unless we reasonably determine the product is being returned due to our error or product fault:
· you are responsible for any shipping charges on returned products; and
· we will not refund you the delivery fee originally paid.
You must ensure you obtain proof of postage and tracking to cover the unlikely event that the parcel is not returned to us.
To request a refund, please contact the customer service team at sales@bramblebayco.com and quote your order number. All returns should be sent to: Bramble Bay Co, 17 – 19 Imboon Street, Deception Bay, QLD 4508
We will assess all claims individually and if we approve your return for a refund, we will credit the purchase price for that product using the original form of payment used to make the purchase.
If you have purchased one of our products from a retail store and not directly from our retail store online, please return to place of purchase with your receipt and they will make contact with us on your behalf.
Miscellaneous
You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent.
Subject to the following paragraph, we may revise and update these Terms at any time without notice to you. It is important that you regularly review the most up to date version of these Terms, as they will be the Terms on which you access, use and purchase products on this Website.
If any clause or provision of these Terms is determined to be illegal, invalid or unenforceable by a court of competent jurisdiction, then the remainder of these Terms will continue in full force and effect.
We are not responsible for any delay or failure to comply with our obligations under these Terms if the delay or failure arises from any cause which is beyond our reasonable control.
If you want to contact us, or have any feedback or a complaint about the Website or any products or services we offer, you can:
· email us at sales@bramblebayco.com
· call us between 9am and 4pm (AEST/AEDT) Monday to Friday on +61 7 34920951