Refund and Returns Policy

At Sous Vide Australia we want our customers to be completely satisfied with their purchase. We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

Products

We recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

Sous Vide Australia accepts that on some rare occasions, product defects may be encountered. Should a product arrive with such an issue (and due to no fault of the purchaser – which might include for example, product being used contrary to instructions) we are happy to replace or provide a credit note for the amount of the purchase. If the problem is not major and can be fixed within a reasonable time, Sous Vide Australia will choose repair, replace or refund the product. Sous Vide Australia will comply with legal rights and remedies in Australia under the Competition and Consumer Act 2010 and other rights under other consumer laws applying in each Australian State and Territory.

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

Product Delivery

Deliveries will be dispatched from Sous Vide Australia (Victoria) within 3 working days or in accordance with invoiced terms. Receipt of delivery to purchaser’s address is dependent on purchaser’s proximity to Sous Vide Australia and may range from overnight to 10 days.

Sous Vide Australia will use all reasonable endeavours to deliver by any requested or agreed date, however it does not guarantee delivery on that date and is not liable for any loss resulting from late delivery.

In the instance the recipient has provided incorrect or out-of-date details, Sous Vide Australia is not liable for incorrect or unclaimed delivery.

Sous Vide Australia offers the opportunity to provide delivery instructions to have goods left at point of delivery. All efforts will be made to ensure these instructions are followed but it must be clear that the customer takes on this option at their own risk.

Returns

Sous Vide Australia must be notified of damage caused to goods during shipping, within 3 days of delivery.

Should you receive a product that appears to have been damaged in transit you can either:

Refuse to accept delivery of the product. Once the damaged goods have been received by Sous Vide Australia we will provide you with a replacement product.
If you have already accepted delivery and then noticed the product has been damaged during transit, please contact Sous Vide Australia and one of our staff will provide you with a reply paid address. On receipt of the damaged product Sous Vide Australia will provide you with a replacement product provided there is satisfactory evidence damage was caused during transit (Photo evidence may be requested).

Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Title and risk in the products, such as loss and damage, pass to you on delivery.

Force Majeure

Sous Vide Australia will not be liable for any delay in performing any of their obligations if such delay is caused by circumstances beyond their reasonable control, including but not limited to, failure of or interruption in the provision of essential services such as electricity supply, bank payment systems or postal deliveries.

Refunds of Product

Refunds will be made by Sous Vide Australia via the method of payment you used to make your purchase. Refunds will normally be processed within seven (7) days.

No goods shall be refunded without prior agreement between the recipient and/or customer and Sous Vide Australia. Please include all return postage receipts. Delivery and packaging charges are not refundable unless as a result of our error.

Refunds for Booked Classes

Customers who have booked to attend a Cooking Class may cancel and obtain a full refund up to 5 days prior to the day of the class. For example, if the class is to be held on a Saturday, the latest day cancellation could occur and a full refund obtained would be Monday prior. A 50% refund will be given to customers who cancel within the 1-4 days prior to the day of the class. Failure to attend on the day will result in a 100% forfeiture of class fees paid.

Consumer Guarantees and Your Rights Under the Australian Consumer Law

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees.

All goods sold in Australia 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.

Order Enquiries

If you have any query about the progress of your Order please contact info@sousvideaustralia.com.