Policy on Refunds, Returns, and Cancellations
About the Website
- We abide by the regulations stipulated in the Australian Consumer Law for refunds and replacements, as elucidated in this policy.
- The advantages specified in this policy complement the entitlements of consumers under the Australian Consumer Law.
- Prior to making a purchase, we highly recommend acquainting yourself with this policy to comprehend your rights and the available recourse if you find your order unsatisfactory.
Australian Consumer Law
- Our products and services carry guarantees under the Australian Consumer Law, which cannot be excluded. In cases of major failures, you possess the right to:
- Cancel the purchase.
- Receive a refund for the price of the goods.
- Seek compensation for any damage or loss that was foreseeable.
- If the failure of the service does not amount to a major one, you are entitled to either a re-supply of the goods or a refund.
Consumer Guarantees
- The Australian Consumer Law establishes Consumer Guarantees to safeguard consumers when procuring products and services.
Product or Service Failures
- In the event of a major failure of a product or service, as defined by the Australian Consumer Law, you may be eligible for a replacement, refund, or compensation for any foreseeable loss or damage.
- For failures not classified as major, you may still be entitled to have the goods repaired or replaced.
Customer Remorse
5.1 In cases where the product has not been dispatched, we are amenable to accept requests for order cancellation, contingent on specific conditions:
- The order does not pertain to customized items for which the manufacturing process has already been initiated.
- The order does not encompass pre-sterilized bags currently undergoing the sterilization process.
5.2 If you receive the products in the stipulated condition but subsequently reconsider your purchase decision, we may, at our sole discretion, extend an offer for a refund or an exchange. This is subject to:
- Our receipt of your notification within 45 days of the product delivery.
5.3 For these returns, customers are responsible for the return. They will need to manage the return shipping themselves.
5.4 The provision of a refund or an exchange is contingent upon the fulfillment of the following requirements:
- The product is returned to us within two weeks from the date of your notification.
- The returned product is in its original, unused condition.
- The product is not a perishable item such as pre-sterilized grains, Substrate, Agar plates, Liquid cultures, or Spawn. Returns for these products due to a change of mind are not accepted.
5.5 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
Defective Products
6.1 In the event that the product you ordered has been damaged during delivery:
- Please contact us within 1 day from the date of receiving the product and notify us of the damage along with pictures on info@tangledroots.com.au
6.2 Customers will receive a return label online within 48 hours of notifying us about the issue. This return label can be easily downloaded and printed. It will facilitate the return process for defective products, making the return process more convenient for customers.
6.3 We will arrange to repair or collect the damaged product and replace it with an equivalent product or to refund it, provided that you have contacted us within 1 day from the date of receiving the product and notified us of the damage along with pictures on info@tangledroots.com.au No charges are levied in case of damaged goods received, and the entire cost, including return shipping, is covered by TangledRoots.
6.4 Please note that once we receive the returned products, a quality check will be conducted before processing the refund or exchange. The refund will be issued after the completion of the quality check and may take at most 10 business days to reach your account, depending on the mode of payment used.
Customer Requests
7.1 If the customer requests pre-sterilized grains/ Substrate/ Agar plates/ Liquid cultures/Spawn to be left in a safe place upon delivery, we void all warranty as these products are perishable and susceptible to weather elements like, temperature fluctuation, high heat, and rain. We do offer this facility to customers but at their own risk.
7.2 If these items were sent to the post office for collection, your 2-week warranty to notify us of any problem with the bag starts from when these goods were received by the post office for collection and not from the pickup date.
Return to Sender
If the parcel is sent back to us due to an unknown address/ wrong address format or non-collection of the parcel from the post office. We would charge the customer a shipping again to resend the parcel. The shipping cost will be what we have paid for the parcel regardless of what the original shipping cost may be, We heavily subsidise shipping for our customers and offer a flat fee. When this shipment is redelivered due to customer’s fault we will ask them to pay the original cost that is paid by us. We do not make any money from shipping. We will not be able to send you any pre-sterilized grain/ Substrate/ Agar plates/ Liquid cultures/Spawn as these are considered perishable. upon customer request, we may send it back. Still, we cannot guarantee they would work/or not contaminate as a considerable amount of time may have passed and 2 week’s guarantee on our sterilized product has already passed. Even though the product does not contaminate, the moisture level may diminish considerably in the grain or sterilized substrate bag for it to work effectively.
Property not Accessible
If our logistic provider could not access your property and the parcel was not delivered to you. It is the customer’s duty to contact the logistic provider and arrange redelivery. We cannot help you in case your property was made inaccessible to them. Some logistic providers offer free delivery, and others charge you. The customer pays these charges. Your warranty period for perishable goods starts from the day when the logistic provider first attempts to deliver the parcel. Please note some logistic providers also deliver on the weekend, so please make your property accessible.
Exceptions
10.1 Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
- You misused the said product in a way that caused the problem or did not read and follow the steps outlined in our listings or instruction sheet provided with the product.
- You knew or were made aware of the problem(s) with the product or service before you purchased it.
- You asked for a service to be done in a specific manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
- Any other exceptions that apply under the Australian Consumer Law.
10.2 Shipping Costs for Returns
- In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping