Service Policies Ordering Guidelines Orders can be placed through our website, by email, post or telephone. In order to avoid communication errors we strongly recommend that orders be placed in writing via our website or email. We guarantee the accuracy of written orders, however, we accept no responsibility for errors as a result of verbal miscommunication. We pride ourselves on our service. Orders are processed with five days of receipt. We cannot guarantee dispatch times in situations affected by circumstances beyond our control. Once the order has been processed, any changes will be treated as a new order. International orders will be confirmed before the order is processed, payment is charged, and dispatch is made. The order will be held until the customer advises confirmation. Although the essential oil market is a volatile one, McLaren Vale Lavender makes a commitment to charge the prices advertised on its website at the time an order is placed. Although we will endeavour to ensure accurate pricing in our printed pricelists we reserve the right to alter them at any time. We undertake to notify our customers of discrepancies due to changes in prices. We do not impose minimum order quantities. If any item is short delivered and has been charged for, McLaren Vale Lavender will cover the cost of freight in sending the goods as soon as possible. We offer a pick-up service. Please provide a few hours notice before the time of collection so that your order can be invoiced, picked, packed and ready for pick up at the time of your arrival. Pick up hours are between 10.00 am and 5.00 pm Wednesday to Sunday. Payment Method All orders must be paid for prior to shipping. COD is available for customers only in Adelaide. COD deliveries can only be paid for by cheque as most couriers will not accept cash. Please ensure this is ready before the driver delivers the parcel. We accept Visa, MasterCard and Bank Card. We also accept Direct Deposits. If you choose to pay via Direct Deposit you will be required to fax or email your official Direct Deposit receipt so that your order can be dispatched promptly. Orders can be delayed if confirmation is not presented, as we will have to wait for funds to be cleared. Cheques and Money Orders are to be made payable to McLaren Vale Lavender. Cheques and Money Orders must be received at our McLaren Vale business address before the order can be dispatched. Please record your name and address on the back of the cheque or money order. Our account details for direct deposit: Bank name: Bank SA Account name: McLaren Vale Lavender BSB Number: 105-011 Account Number: 099497740 Pricing and Taxes GST is applied to all orders within Australia on taxable items including freight. We cannot waive GST unless required documentation is supplied for Australian orders. All prices are quoted in Australian Dollars. Prices quoted in our product lists and website include GST. International orders do not incur GST, however, there may be import duties and taxes applicable to the destination of shipment that McLaren Vale Lavender cannot be responsible for. If you have questions about these taxes please contact your local customs office. All prices are quoted ex-works and do not include shipping and transportation costs. Cancellations Orders cancelled after 24 hours from the time of order placement will incur a 20% cancellation fee. Requests to cancel orders shipped after 24 hours has elapsed since placement will not be accepted. Orders unconfirmed beyond 2 weeks will be automatically deleted from our system. Pick Up orders that have not been prepaid must be collected within 7 days. Shipping McLaren Vale Lavender has accounts with several major courier companies. We will arrange freight through these accounts for you unless you require shipping through your own courier. If you wish to use your own courier we cannot be held responsible for loss or damage once goods leave our premises. Please advise your national / international account number and Adelaide contact details of your courier in the “Special Instructions / Comments” sections with your order. Freight calculation is based on weight, volume and destination. Sales consultants are happy to provide freight quotes before processing payment if requested at the time the order is placed. McLaren Vale Lavender does not charge handling or packing fees unless special legal or specification documents are requested. Shipping by Australia Post can be arranged at the customers risk. McLaren Vale Lavender takes no responsibility for any items loss or damaged or any delay that occurs during Australia Post shipping. Items shipped with Australia Post cannot be tracked after dispatch unless separate insurance cover has been taken out. We will gladly quote and arrange insurance cover on request for items shipped via Australia Post. All orders must be checked and lodged within 7 days of receipt and any claims, errors, or discrepancies must be reported immediately. International shipping may require legal documents for export purposes. Please check with your local shipping agent or customs agent. Goods being held, stored, or penalties incurred in processing International orders will be passed on to the buyer/importer before the order is dispatched. Returns and Replacements Any discrepancies must be reported within 7 days of receiving your order. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange resulting from discrepancies will be allowed after 7 days from the date you receive your order. If a return or refund is necessary, this must fall within 2 months of the invoice date. Returns will not be accepted beyond 2 months. It may be necessary for clients to return goods by Australia Post, in which case, reimbursement of return freight costs will be included in refund/credit (only if the error is on McLaren Vale Lavender behalf). International returns can also be accepted for being faulty, damaged, or exchanged. Please ensure full tracking details (airway bill or tracking number) are provided in order to monitor the speed of the parcel being sent back. If an error has been made by McLaren Vale Lavender with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If the customer requires urgent re-dispatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods. Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. This will incur a 20% re-order fee. This includes change of mind returns also. Goods must arrive in re-saleable condition. Return freight will be at the customer’s expense. The 20% re-ordering fee covers costs of time and labour involved with returned goods. Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately and promptly. Sample Policy Arrangements for the supply of wholesale samples are at the sole discretion of McLaren Vale Lavender. We are unable to provide product samples to retail customers. Product Liability The stability and nature of our products may be altered depending on storage conditions, or when used in combination with other ingredients. This is beyond our control and McLaren Vale Lavender cannot accept any liability in this regard. Disclaimer As the ordinary or otherwise use(s) of products is outside the control McLaren Vale Lavender, no representation or warranty, expressed or implied, is made as to the effect(s) of such use(s), (including damage or injury), or the results obtained. McLaren Vale Lavender expressly disclaims responsibility as to the ordinary or otherwise use(s). Furthermore, nothing contained herein should be considered as a recommendation by McLaren Vale Lavender as to the fitness for any use. McLaren Vale Lavender liability is limited to the value of the goods and does not include any consequential losses. The products in the McLaren Vale Lavender catalogue, product lists and website are represented in as true a manner, as photographic processes and printing will allow. The images in these mediums are for illustrative purposes only. If you have any questions with regard to how products are packaged or labelled, please contact us.