At GroundGrocer.com we stand behind our products and we value you, our customer. We attempt at all times to supply only the best products and take seriously our responsibility to ensure that you receive the products we supply in good working order and to your satisfaction.

All goods sold through GroundGrocer.com are subject to the Terms and Conditions of Sale contained in this policy document. This policy is prominently displayed on our website and is referred to in sales invoices.

As a general principle, GroundGrocer.com is not responsible for, or liable for any damages or claims related to shipments of orders or the use of products or equipment sold.

Customer Service Policy

Groundgrocer.com is committed to providing exceptional customer service and quality products. We endevour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 5-10 business days within Australia. In the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

Customer and Supplier Responsibilities

Customers are responsible for the manner in which they handle, store and use the products supplied by GroundGrocer.com. To ensure you do not void any returns policy or the efficacy of the products, you must handle, store and use products in accordance with the instructions on the labels and in accordance with any advice given to you in writing from GroundGrocer.com.

We do not accept returns where products have been mishandled or misused. Mishandling or misuse includes connecting electrical devices to inadequate or inconsistent power supplies, operating brewers and their pumps and scientific equipment without respect to safety legislation, or by damaging biological products (for example by using contaminated water, contaminated containers or chemicals).

Customers are made aware that organic and biological products (e.g. fertilisers, inoculates or composted and/or bioactive products) must be stored and used in conditions above 25 degrees Celsius or below 0 degrees Celcius, and are vulnerable to chemical and/or biological contamination ñ which could lead to damage or loss of efficacy.

Shipping Policy

GroundGrocer.com delivers worldwide using established, reputable delivery/freight partners. For most items shipping prices are calculated on the website based on the location you enter before purchasing. In some cases you will be asked to contact us before completing your purchase - when you order large machinery like compost turners etc. In these cases the automatically calculated shipping costs are incorrect and need to be established by us before the purchase is completed.

GroundGrocer.com does not accept responsibility for liability or damages related to delivery. If customers would like deliveries insured, this must be communicated to GroundGrocer.com at the time of sale. Customers are advised to take out freight insurance.

GroundGrocer's preferred shipping partners (with whom we have accounts in place with negotiated competitive rates) are Australia Post and Star Track Express within Australia and DHL internationally.

GroundGrocer.com uses freight companies that are general carriers and they expect safe and accessible delivery locations. They are at liberty to charge demurrage (wait time) and safety-equipment use to comply with OH&S (safety) requirements. These costs are to be borne by customers. It is customerís responsibility to make sure that accessible and safe passageway is in place for any delivery and that adequate labour to support the driver is in place to handle bulky or heavy goods. International freight customs, tariff and other charges are borne by the customer, not GroundGrocer.com. Delivery/Freight Partners normally have their own Standard Trading Conditions or Terms and Conditions and these apply to all deliveries.

Where customers arrange for delivery, delivery shall be deemed to have taken place upon collection from our premises.

Where GroundGrocer.com arranges for delivery, delivery shall be deemed to have taken place when the products are received at customers premises or local depot as agreed/arranged with us.

Customers will be charged for any costs incurred that result from supplying GroundGrocer.com with incorrect or changed delivery address/es.

Prices and Payment Terms

Prices for goods shall be those communicated directly to customers, which may vary from time to time to those reflected on the GroundGrocer.com website.

Unless otherwise stated on the invoice, payment of the price and any taxes and charges must be made within seven (7) days from the date of the invoice.

Prices quoted on GroundGrocer.com are in Australian dollars (AUD) - the website's default currency, US Dollars (USD) (based on the AUD-USD exchange rate at the time of purchase) or Euros (EU) (based on the AUD-EU exchange rate at the time of purchase) and exclude GST (10% in Australia).

Goods will not be delivered until payment has been received in full by GroundGrocer.com.

Payment is required in full, via our credit card facility or through international bank transfer or bank-to-bank letters of credit. As per all other transactions, credit card payments attract a standard credit card fee.

Transactions in local currency that attract a charge for conversion are to be borne by the customer, not GroundGrocer.com.

Warranty

GroundGrocer.com does not offer a general warranty for any products sold and does not offer refunds for defective good sold.

Individual products that carry warrantees/guarantees will be honoured by GroundGrocer.com. Product warrantees vary and are communicated, if and when they apply, on our website in the product descriptions.

Products that carry warrantees will be replaced or payments credited (at the sole discretion of GroundGrocer.com) if found upon examination by GroundGrocer.com to be defective in workmanship and/or materials. GroundGrocer.com reserves the right at all times to replace or not replace, or credit or not credit items that customers believe to be defective.

Any warranty will not apply if:

1. the goods have not been used or stored in accordance with our instructions;
2. the publicised shelf-life of the goods has expired;
3. the goods have been subject to any alteration or tampering by any person;
4. Customers fail to notify GroundGrocer.com of claims within seven (7) days of the defect becoming apparent and having returned the goods to us (GroundGrocer.com) as requested, and that you have failed to notify us of any damages within 24 hours of any freight delivery damage.

Additionally, given the care required for proper distribution of compost teas, liquid foods and soil foods, we cannot be held liable and there will not be any refunds or returns for any low performance of any such product.

Except as provided above regarding defective materials and workmanship, GroundGrocer.com will not be liable for economic or consequential loss, injury, expense, or damage to you the customer or any person to whom the goods are transferred, or in respect of any person to whom you or the person using the goods make them available, or their property, arising from any defect in or failure of the goods, notwithstanding GroundGrocer.comís negligence, or our suppliers, servants, agents, successors or assignees.

Returns Policy

Products can only be returned if they are defective (see Warranty above).

The freight of returned goods is at the customer's expense.

For further information of clarification of the above policy, please contact us:

+61 (0)2 66 80 7788
info@groundgrocer.com