This Shipping and Returns Policy forms part of the Teafy Pty Ltd Terms and Conditions and applies to all purchases and Subscriptions made via www.teafy.com.au. Where there is any inconsistency, the Terms and Conditions prevail.
Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law.
1Definitions
2Dispatch and Delivery
2.1Standard Orders are processed within 1 to 2 Business Days, and up to 3 Business Days in peak periods. Express Orders are processed same day or next Business Day where available. International Orders are processed within 3 to 5 Business Days before handover to the international carrier.
2.2Dispatch occurs when we lodge the parcel with the Carrier and a tracking event is generated.
2.3We use tracked services. Tracking details are emailed to you and are available in your account.
2.4Delivery timeframes are estimates only and may be affected by Carrier delays, weather, service disruption, customs, industrial action or events beyond our reasonable control. This does not affect your right under the ACL to have Goods supplied within a reasonable time.
2.5You must provide a complete, accurate and current delivery address, and any necessary access or delivery instructions, at checkout.
2.6You may correct a delivery address free of charge at any time before dispatch by emailing info@teafy.com.au. After dispatch, redirection is subject to Carrier approval and any Carrier fee is your responsibility.
2.7Title in the Goods passes to you on receipt of payment in full.
3Risk in transit
3.1The default position
Risk in the Goods remains with us until the Goods are delivered to the address, collection point or parcel locker you nominated.
If your parcel is lost in transit, damaged in transit, or never delivered, your claim is with us, not with the Carrier. You do not need to pursue Australia Post yourself. Contact us and we will handle it.
3.2Where you have given a Delivery Instruction
(a)If you have given a Delivery Instruction, for example by selecting Authority to Leave or Safe Drop at checkout, nominating a safe place, choosing a parcel locker, or setting a standing delivery preference with the Carrier, you are directing us and the Carrier to complete delivery in your absence by leaving the Goods unattended.
(b)Delivery is complete, and risk passes to you, at the moment the Carrier leaves the Goods in accordance with your Delivery Instruction, evidenced by a Carrier tracking scan together with a Safe Drop confirmation, photograph or GPS record where the Carrier provides one.
(c)We are not responsible for theft of, interference with, or damage to Goods occurring after delivery has been completed under clause 3.2(b).
(d)This clause applies only where the Delivery Instruction was given by you or with your authority. It does not apply where a Carrier leaves a parcel unattended without a Delivery Instruction from you.
3.3Where no Delivery Instruction was given
Where you did not give a Delivery Instruction and the parcel does not reach you, clause 3.1 applies and we remain responsible, subject to the investigation process in clause 4.
In short. If you asked us to leave it, and the Carrier left it where you asked and recorded that, delivery is complete and the Goods are yours from that moment. If you did not ask us to leave it, it is on us until it reaches you.
4Parcel not received
4.1Tell us within 7 days of the tracked delivery date if a parcel shows as delivered but you have not received it. Email info@teafy.com.au with your order number.
4.2We will open an investigation with the Carrier and keep you updated. We may ask you to:
(a)check with household members, neighbours, building management, reception and the property's usual safe places;
(b)provide a written statement that the Goods were not received, and for higher value Orders a statutory declaration; and
(c)cooperate in good faith with the Carrier's investigation, including completing Carrier forms.
4.3The outcome depends on what the Carrier's records show.
Where the Carrier accepts the claim, pays compensation, or cannot produce evidence of delivery to your nominated address, we will replace or refund your Order, at your election.
Where the Carrier produces evidence of delivery to your nominated address, being a tracking scan together with a Safe Drop photograph, GPS record or signature, declines the claim, and you gave a Delivery Instruction, delivery is complete under clause 3.2 and we are not obliged to replace or refund.
Where the Carrier produces evidence of delivery but you did not give a Delivery Instruction, we will assess the claim on its merits and will replace or refund where the consumer guarantees require it. We will not decline a claim on the basis of a tracking scan alone.
Where the parcel is confirmed lost, or tracking stalls with no delivery scan, we will replace or refund.
Where the parcel arrives damaged, clause 6 applies.
4.4We will give you a written decision within 10 Business Days of receiving all information reasonably requested, with reasons.
4.5Clause 12 of this Policy applies to repeated or unsupported non receipt claims.
4.6If you disagree with our decision you may escalate under clause 23 of the Terms and Conditions, including to Consumer Affairs Victoria or the consumer protection agency in your state or territory.
4.7Nothing in this clause limits your rights under the ACL.
5Returns and food safety
5.1We supply perishable Consumables. For food safety and hygiene reasons, Consumables cannot be returned once dispatched, and we cannot restock or resell a returned Consumable.
5.2We do not offer change of mind refunds on Consumables once dispatched.
5.3Clauses 5.1 and 5.2 do not apply where the Goods are faulty, damaged in transit, not as described, not of acceptable quality, not fit for a disclosed purpose, or otherwise fail a consumer guarantee. In those cases clause 6 applies.
5.4Non consumable Goods, including teaware, accessories and gift items, may be returned within 14 days of delivery if they are unused, unopened with original seals intact, in original packaging, and accompanied by proof of purchase.
5.5We may refuse a return where the Goods do not meet clause 5.4, including where they have been opened, used, damaged after delivery or contaminated.
5.6Do not send a return before we have authorised it. Unauthorised returns cannot be processed and we cannot accept responsibility for them.
6Faulty, damaged, missing or incorrect Goods
6.1When to tell us. For damage in transit, as soon as practicable and preferably within 7 days of delivery. For missing items, incorrect items, or a suspected fault or defect, within 14 days of delivery.
6.2Late notification may make investigation harder and we may ask for further evidence. It does not limit your rights under the ACL.
6.3Please provide:
(a)photographs of the outer packaging, including the shipping label and tracking number;
(b)photographs of the inner packaging and the affected Goods;
(c)the batch code printed on the pack; and
(d)where useful, a short video showing the issue.
6.4Retain the Goods and packaging until we confirm the outcome, as the Carrier may need to inspect them.
6.5Where a claim is accepted, for a major failure you may choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss. For a minor failure we may choose to repair, replace or refund. Store credit is offered only if you agree to it.
6.6We will not require you to return a Consumable before providing a remedy where doing so would be unreasonable. Where a return is required, we pay the return shipping.
6.7We will decide accepted claims within 5 Business Days of receiving the evidence in clause 6.3.
6.8Natural variation in colour, aroma, particle fineness, texture, flavour, settling or clumping is a normal characteristic of tea and matcha and is not a defect. Clause 4 of the Terms and Conditions explains this in full.
7Net weight and fill tolerance
7.1Our products are packed by weight using calibrated automated equipment operating to a tolerance of approximately plus or minus 1 gram per pack. Individual packs may contain slightly more or slightly less than the stated net weight.
7.2Tea and matcha absorb and release atmospheric moisture, so net weight may vary marginally with humidity and temperature between packing and the point at which a pack is weighed.
7.3Fine powders settle and compact in transit. A pack may look less full by volume while containing the correct weight.
7.4Variation within the tolerance described in clause 7.1 is not a defect or a shortfall.
7.5If you believe a pack is materially underweight, contact us with the pack, the batch code and the weight recorded on a calibrated scale, and we will investigate and provide a remedy where one is required.
7.6Clause 7 discloses our packing tolerance. It does not exclude, limit or modify any obligation we have under the National Measurement Act 1960 (Cth), the National Trade Measurement Regulations 2009 (Cth), or any other trade measurement law.
8Returned to sender, unclaimed parcels and address errors
8.1You are responsible for collecting parcels from collection points within the Carrier's time limits. Carriers typically hold parcels for 10 Business Days.
8.2Where an Order is RTS for a reason not caused by us, we cannot restock or resell the Consumables.
8.3Where an RTS parcel is received back, you choose one of the following:
(a)Re ship to a corrected address. You pay the re shipping cost in advance. Free shipping does not apply to a re delivery.
(b)Refund of the price of the Goods, less the actual outbound shipping cost we paid, any RTS fee charged by the Carrier, and a handling cost of $5.00.
8.4Where the Order originally received free or subsidised shipping, we may still deduct the actual outbound shipping cost we paid.
8.5We will itemise every deduction and will provide evidence of the costs on request, including Carrier invoices, shipping labels and lodgement receipts.
8.6We are not required to re ship an RTS Order until the re shipping cost is paid.
8.7This clause applies equally to Subscription and one time Orders. An RTS event does not satisfy a Subscription Minimum Term unless the Order was paid for and dispatched.
8.8This clause does not apply where the RTS event was caused by us, for example a mis keyed address on our side or a Carrier error. In that case we re ship at our own cost or refund in full.
9Return shipping costs
9.1Where a return is accepted for a reason other than our fault or an ACL remedy, you pay return shipping.
9.2Where the return arises from our fault, or from an accepted defect or consumer guarantee claim, we pay return shipping and will provide a prepaid label or reimburse the cost.
10Subscription Orders
10.1Subscriber Pricing is conditional pricing offered in exchange for a Minimum Term commitment, as described in clause 9 of the Terms and Conditions.
10.2A Minimum Term of two consecutive billing cycles applies unless otherwise stated at checkout.
10.3Cancelling before the Minimum Term is complete triggers the Discount Recovery Amount, being the difference between the Subscriber Price and the standard retail price for the Orders already dispatched. It is capped at the discount you actually received and is calculated under clause 9.8 of the Terms and Conditions.
10.4Cancellation must be actioned at least one Business Day before the renewal date to avoid the next cycle being charged.
10.5If you contact us after a renewal charge but before the Goods have been dispatched, we will cancel and refund that renewal in full.
10.6Pausing or skipping does not trigger a Discount Recovery Amount, and does not satisfy the Minimum Term.
10.7One time purchases are not subject to Minimum Term rules.
11Goods purchased from Stockists or third party sellers
11.1This Policy applies to Goods purchased directly from us through the Site.
11.2Where you bought our Goods from a Stockist, your contract of sale is with that Stockist. Please direct any request for a refund, exchange, return, change of mind or delivery issue to the Stockist, together with your proof of purchase from them.
11.3We do not control a Stockist's storage conditions, stock rotation, handling or terms of sale, and we cannot verify the age or condition of Goods once they have left our control.
11.4We give no warranty in respect of, and do not provide remedies for, Goods purchased from any seller we have not authorised in writing, including online marketplace listings, auction sites, social media sellers and grey market sellers. Such Goods may be counterfeit, expired, decanted, relabelled or stored in conditions that compromise quality.
11.5A list of authorised Stockists is available from us on request. If you are unsure whether a seller is authorised, contact us before purchasing.
11.6Clause 11 does not exclude, restrict or modify any liability we have as a manufacturer or importer under Part 3-5 or Part 5-4 of the ACL, or any other liability that cannot lawfully be excluded.
11.7Regardless of where you bought them, if you have a food safety concern about any product bearing our branding, contact us immediately at info@teafy.com.au. We investigate every food safety report.
12Repeated or unsupported claims
12.1We investigate every claim in good faith and resolve the great majority of genuine claims quickly and in the customer's favour. This clause applies only to claims that are not made in good faith.
12.2Where you have previously received a remedy for a non receipt claim, we may require, for any further non receipt claim made within the following 12 months, a signed written statement or statutory declaration, a police report or event number where theft is alleged, and your cooperation with the Carrier's investigation.
12.3Where a pattern of claims is inconsistent with Carrier evidence, order history or ordinary experience, we may require signature on delivery at your cost, withdraw the option to select Authority to Leave or Safe Drop, require payment by a method not subject to chargeback, limit order values, or decline to supply you in future.
12.4Clause 15 of the Terms and Conditions sets out this process in full, including the notice and right of reply that applies before we act.
12.5Nothing in this clause limits your rights under the ACL. A genuine claim will always be assessed on its merits.
13How to make a claim
13.1Email info@teafy.com.au with your order number, your full name and delivery address, a description of the issue, and the evidence listed in clause 6.3 where relevant.
13.2We will acknowledge within 2 Business Days.
13.3We may request further information to assess the claim fairly.
14Return address
Do not send a return before we have authorised it.
Teafy Returns Centre
Factory 17, 3 Audsley Street
Clayton South VIC 3169
Australia
15Your consumer guarantees
Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss. You are also entitled to have the Goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.
If you are not satisfied with how we have handled a claim, you may contact Consumer Affairs Victoria at consumer.vic.gov.au or 1300 55 81 81, the ACCC at accc.gov.au, or the consumer protection agency in your state or territory.
Teafy Pty Ltd, ABN 63 658 494 010, ACN 658 494 010
info@teafy.com.au, 1300 986 888