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Billie and Roo

Purchase & Shipping Terms

BILLIE & ROO – PURCHASE & SHIPPING TERMS

We are a Rural Australian, Family-Run Business

Thank you for shopping with us and helping to support a small, Australian family-run business. At Billie & Roo we try to keep our postage costs to a minimum and get your purchases to you in the quickest amount of time. As we are located in South Gippsland, Victoria, in a small rural town, we unfortunately can’t be quite as quick as some other online retailers in getting your goods to you as there is usually a day added on to get our items from Foster Post Office to a metro depot. We hope, with our excellent products and services, you’ll be happy to wait this extra day.

We ask that you read our Purchase & Shipping Terms carefully to ensure that you are fully aware of your rights when purchasing products (the Products) via our website.

Please contact us if you have any questions.

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This website (Site) is operated by Billie & Roo ABN: 22 133 029 749 (we, our or us).

Consent: By accessing and/or using our Site, you agree to these Purchasing & Shipping Terms, our Privacy Policy and our Terms & Conditions of Use (both available on our site)(collectively called Terms) and are eighteen (18) years or older. Please read our Terms carefully and immediately cease using our Site if you do not agree to them.

Variations: We may, at any time and at our discretion, vary our Terms by publishing the varied terms on our Site. We recommend you check our Site regularly to ensure you are aware of our current terms. Materials and information on this Site (Content) are subject to change without notice. We do not undertake to keep our Site up-to-date and we are not liable if any Content is inaccurate or out-of-date.

Registration

We will provide a confirmation of account registration when you register on our Site. It is your responsibility to keep your account details confidential and up to date. You are liable for all activity on your account, including purchases made using your account details.

Orders

It is your responsibility to check order details, including products and pricing, your personal details and payment details, before you complete your order on our Site.

Upon completion of your order, we will provide you with an order confirmation containing the order ID, your shipping and billing addresses, a description of what was ordered, and payment details.

We may at our discretion accept or reject an order depending on factors including availability of products and our ability to validate payment for the products. Should there be an issue with your order, we will contact you. Please see Stock Availability.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience which may result from such cancellation.

No changes to the Terms will be effected unless both parties agree in writing.

Recycled Packaging

Protecting the environment is so very important to us. At Billie & Roo, we always make every effort to ensure that your goods are packed safely and with as much recycled or eco-friendly material as possible. We use recycled shipping boxes and packaging that we have received from our suppliers (or our neighbouring shop’s suppliers!) as well as compostable postage bags from Hero Packaging. You may also find in your parcel other bits of plastic and paper that have made their way into our store and need to find another purpose – ie. protecting your goods. We ask that you recycle or reuse these pieces where possible. Should you not wish to receive your goods in recycled packaging, please advise at the time of checkout.

Stock Availability

As we have an online store and a physical store, on a rare occasion, sales may cross over and we may not have your Product in stock. Should this happen, we will notify you of this and you will have the option of either a refund or exchange, or your items can be ordered and sent to you as soon as they are back in stock. A delay of up to two weeks may apply if items are out of stock. Their replenishment is also subject to availability with our suppliers.

If there is a considerable delay in dispatching your order or if, for any reason, we cannot supply a Product you have ordered, we will contact you using the contact details provided by you when you placed the order. You can choose a refund, store credit, or to put your order on backorder.  If you choose a refund or store credit, any delivery costs you have paid for the product will be refunded to you should your order be only for the one item that is unavailable. If you choose to put your order on backorder, we will contact you to arrange for delivery once the Product is available. If postage has already been paid for other goods on this order that have already been despatched, we will pay the cost of postage for this backordered item.

You will not be entitled to claim any additional amounts or seek compensation for any loss, expense or damage (either direct or consequential) or for any loss of time or inconvenience which may result from the above.

If a Product you like is sold out, you can request that we notify you when it is back in stock. We will send you an email once it comes back into stock. We will only email you once. We cannot reserve items, so if you receive an email notification letting you know the Product is available, you’ll need to be quick if you want to purchase it before it sells out again.

Purchasing

A transaction is not considered to have taken place until full payment has been received including any applicable delivery and insurance charges (based on the delivery options selected by you). All prices on our Site are in Australian Dollars (AUD) and include GST.

Whilst we try to ensure that all details, descriptions, images and prices which appear on our website are accurate, errors may occur. Packaging of products may also differ from that which is shown in product images.

If we discover an error in the price of a product which you have ordered, we will inform you of this as soon as possible and offer the option to re-confirm your order at the correct price and pay the difference or cancel your order for a full refund. If we are unable to contact you and/or do not receive a response within 48 hours, we will treat the order as cancelled and provide a full refund for the order.

Billie & Roo recommends that you carefully evaluate any Product you are considering purchasing to ensure the suitability of the Product for your intended purpose. We also recommend you confirm the accuracy of your order prior to processing.

Payments

A transaction is not considered to have taken place until full payment has been received including delivery and any insurance costs.

Billie & Roo accept Mastercard, Visa and PayPal.  Your payment will be processed upon receipt of your order. You must not pay, or attempt to pay, for an order through any fraudulent or unlawful means. If your payment is not able to be successfully processed then your order may be cancelled.

We are committed to ensuring that the payment information you provide is secure by using SSL encryption technology. We use a Digital Security Certificate for our SSL connection to protect your information from unauthorised use. We do not store your credit card details. However, please note that no information transmitted over the Internet can be guaranteed to be secure, and the transmission and exchange of information is carried out at your own risk.

Delivery

Location: We deliver Australia wide. At this stage we do not deliver to places outside of Australia.

Despatch & Delivery Times: We are always doing our best to offer you the most prompt service we can. We endeavour to pack and ship all orders within two (2) business days, with most orders being shipped within 24 hours of the order being received, unless otherwise noted on our Site. However, delays may be experienced during peak times such as Christmas, extending processing time to three (3) business days.

Any delivery date displayed on our Site is an estimate only provided by Australia Post.  We strongly recommend that customers place their orders well before the products are needed, particularly over peak seasons. We will not provide a refund in the event that a parcel missed the deadline for when you required it by. The only exception to this is if your parcel is marked as lost or stolen by Australia Post or its courier company.

Billie & Roo will not be liable for any loss or damage arising from a late delivery of any Product. We recommend that you refer to Australia Post’s delivery time frames on their website to determine how long it will take for your order to arrive based on your location in Australia (all our orders are shipped from Foster, Victoria 3960).

All Express Post orders will be shipped the same business day if received before 12pm Victorian time or the next business day if received after this time.

Details of your order can be checked by logging into your customer login. Once the order has been processed by us and sent with Australian Post, you will receive a tracking order number. You can then login to the Australia Post website and track the whereabouts of your parcel from there. If you have any concerns about the processing of your order, please do not hesitate to contact us by either phone or email.

Tracking numbers for all Australia Post deliveries will be emailed to you directly on the afternoon your order is dispatched.

Changes to Order: If you need to change a delivery date or the delivery address, please contact us as soon as possible to see if this is possible. If you are not available to take delivery on the agreed delivery date, you may be charged a delivery fee for each additional attempt for delivery.

Delivery Method: We use Australia Post and their affiliated couriers to ensure the safe, secure and timely deliveries of your Products. If there is no one available to sign for a delivery, your product may be left at the nearest post office, or you will be notified, generally by Australia Post or their courier company leaving a card with contact details, so that you can arrange another delivery time and date.

Accuracy of Personal Details: Please ensure that your delivery address is complete and correct. In the event that a parcel is returned to us due to failure to collect from the post office or an incorrect or incomplete delivery address being provided, you will be charged a return fee (we simply pass on the exact fee that Australia Post charges us) along with a second delivery fee. The second delivery fee will not be eligible for our $10.95 flat rate shipping charge and we will charge you exactly what Australia Post charge us to re-ship the parcel to you.

Title: Title in the products will not pass to you until your payment has been received by us. If your payment is declined for any reason, we reserve the right to keep or sell the products and, if products have been delivered to you, we reserve the right to reclaim the products from your possession, custody or control. Risk of loss, damage or deterioration to any products will pass to you on delivery.

Parcel Insurance: Australia Post E-Parcel does not include insurance. Please contact us if you require insurance so we can discuss options and any additional costs.

Pickup: Pick-ups from our bricks and mortar store at 24 Main Street Foster Victoria 3960 are possible between 9am and 5pm Monday to Friday and 9am and 12pm Saturdays. When placing your order, please select “Local Pick-Up” before processing your order. You will receive an email confirming when your order is ready for collection. You will need to bring this email (either printed or on your phone) and a valid photo ID with you to allow collection.

We do our very best to pick and prepare local orders within hours (if not minutes!) of receiving the order but at times we can be inundated with orders and instore customers. At the maximum, our standard packing time of two (2) days may apply to pickups.

Please discuss it with us prior to purchase if you have an urgent need for any items. We will always do our best to assist.

Missing Products: Should a Product be missing from your order, we firstly ask that you check your invoice or email confirmation to confirm it is on the order. Then search all the packaging in the parcel thoroughly. We would also recommend checking inside any bigger items just in case it’s been placed securely inside by one of our brilliant team of packers. If the item is still missing, please contact us at: hello@billieandroo.com.au within 48 hours of receiving your order. Please provide us with your name and contact details, the order number and details of the missing Product. We will then look into the matter and get back to you with 48 hours of your communication.

Discount Codes and Promotions

Any promotions including discount codes, bonus product offers, and competitions (Promotions) offered by Billie & Roo are at the sole discretion of the company. Promotions may be ended or adjusted at any time without notice.

We may from time to time offer promotional discount codes, applicable to goods on the Site, and which must be entered at the time of submitting your order through checkout within the specified timeframe. The conditions of use relating to any discount code will be specified at the time that it is issued. It is noted that discount codes are only valid on full priced items unless stated otherwise. Coupon codes cannot be applied retrospectively, and offers cannot be backdated or extended.

We cannot be held liable or responsible for any discount codes shown on another source aside from our direct website (this includes social media channels as expired promotional offers may still appear in old posts and feeds). All current Promotions will be emailed to our mailing list and/or shown on our Site with clear validity dates. In the event that there is a discrepancy in promotion terms between different marketing mediums, the Terms & Conditions of the Promotion as noted on the Site are to be considered the true and correct offering and apply over anything that is noted elsewhere.

From time to time we may offer bonus products, including but not limited to two for one offers, bonus product with purchase offers, and larger size packs at normal prices. Bonus products have limited stock and we cannot guarantee that they will always be available.

If for any reason any aspect of a Promotion is not capable of running as planned, including by reason of computer virus, communications network failure, bugs, tampering, unauthorised intervention, fraud, technical failure or any cause beyond our control, Billie & Roo may in its sole discretion cancel, terminate, modify or suspend the Promotion and invalidate any affected entries, or suspend or modify a prize, subject to State or Territory regulation. To the extent permitted by law, we will not be liable for any loss of profits or damages of any kind as a consequence of such changes.

Returns and Refunds Policy

Consumer Guarantees: If you are a consumer as defined in the ACL, the following notice applies to you: “Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a 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, see the Australian Consumer Law website at: www.consumerlaw.gov.au and our returns and refunds information below.

Manufacturers’ Warranties: Your product may come with a manufacturer’s warranty. The manufacturer’s warranty is in addition to but may overlap with any rights and remedies you may have under applicable law, including any Consumer Guarantees.  It is your responsibility to establish any warranty relationship with the manufacturer (if applicable) by ensuring that warranty cards or other registration requirements of the manufacturer of any Products supplied by Billie & Roo are complied with. Please contact the manufacturer if you would like to make a claim under the manufacturer’s warranty.

Damaged Goods: We take great care to check our products before despatch to ensure they are not damaged and pack our parcels carefully to ensure safe delivery, so it’s disappointing for both of us when your purchase arrives damaged.  Should you have received a faulty or damaged Product and/or believe that the Product does not meet consumer guarantees, we ask that you contact us at:  hello@billieandroo.com.au within seven (7) days of receiving your order to notify us of the same. Claims for refunds made outside these time periods may be declined by us, subject to relevant legislation. We ask that you provide us with photos of the Product and packaging as received by you (they always help us expedite our investigation of the matter and are useful for your records), along with your name, order number, and details of the Product and its defect. We will contact you upon receipt of your information and advise the next course of action.

We may request that you return the faulty or damaged Product to us.  You will be responsible for the initial cost of returning the item to us and we recommend you retain your receipt for the same as this will be reimbursed to you should the Product, upon our inspection, be deemed to have a fault – either major or minor. Whilst we will endeavour to assess your return immediately upon receipt, please allow up to seven (7) business days for your return to be processed by us.

If an item does not meet consumer guarantees and/or has a major problem you can choose a refund, store credit or replacement. Any refund we make will be by the same payment method used to purchase the Product.

You must adequately package any Product you are returning for our collection to ensure that it is not damaged during transit.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value to you (as arranged between us). A major problem is when the Product:

  • has a problem that would have stopped you from buying the item if you had known about it;
  • is unsafe or not fit for any purpose disclosed by us;
  • is significantly different from the sample or demonstration model provided by us in our store in Foster;
  • doesn’t do what we said it would in our description of the same; and
  • can’t be easily fixed or would take too long to fix.

If the problem is not major, we will repair the Product within a reasonable time. If it is not repaired in a reasonable time or if we choose not to repair the item, you can choose a refund or replacement.

Issues that are neither minor nor major problems include:

  • fair wear and tear alone;
  • change of mind or ordering of the wrong product – ie. you no longer want the item (please see our Change of Mind Policy);
  • a defect specifically drawn to your attention before the purchase; and
  • a defect due to abnormal use of the Product.

These rights to a refund apply to both full priced items and sale items.

Change of Mind Returns: We understand that sometimes when purchasing online a little bit of shopping fever takes over, or you may subsequently change your mind about a Product, or find that someone else has just purchased the same item for your intended recipient. In cases like this, we are here to help.  If you are not happy with your purchase for any reason, you are able to return your Product to us within 14 days from the date of purchase for a full refund or credit note for the purchase price. We note, however, the following:

  • You must notify us at: hello@billieandroo.com.au of your intention to return the Product and must wait to receive our reply which will include our mailing address before sending the Product;
  • You must have paid full price for the returned Product. We do not accept any Product for return that is a sale or clearance item, was custom ordered, or is a special buy product (other than as required under the Australian Consumer Law) unless it is faulty;
  • There will be no refund on postage/shipping costs, only the purchase price of the Product;
  • You are responsible for the postage/shipping costs of returning the Product to us. We will not be held responsible for lost, stolen or damaged return deliveries. We therefore recommend that you ensure that the parcel is appropriately packed and returned to us via a trackable shipping method so that you have proof of despatch and delivery;
  • We will only give you the refund or credit note once the Product is received by us and we have inspected it and assessed whether it is eligible for a refund or credit note;
  • Whilst we will endeavour to assess your return immediately upon receipt, you should allow up to seven (7) business days for your return and, where applicable, your refund or credit to be processed by us;
  • Any refund we make will be by the same payment method used to purchase the Product;
  • Returned items must be received in original, unopened condition and packaged such that transit damage does not occur. We will not accept for return any product that has been used or opened or is not in perfect condition, including the packaging. If you return an item to us for refund or credit and it has been used in any way, assembled, removed from its original packaging and re-packed, or the packaging is ripped, damaged or has tape or any other labels directly affixed to it in any way, we will be unable to provide you with a full refund of the purchase price. We are a retailer, not a manufacturer, and do not have ready access to spare parts and packaging. This means that when we receive a returned item we are unable to re-sell the product as brand new unless it is returned to us in perfect condition. In instances such as this, if the product is still deemed to be saleable, just not in brand new condition, we can offer you the original purchase price less 30% as an exchange credit (no refund will be available) as the only option we have for such a product is to place it on sale at a discount in our shop;
  • You have a duty of care for the product while it is in your possession. If you damage products, then subsequently return the products, you may be liable to pay to repair the product to its original condition. In these circumstances and where a repair is not economically viable, no refund will be made;
  • Not collecting your parcel from the Post Office and allowing it to return to us will attract a fee. Should this occur, the additional fee charged to us by Australia Post will be deducted from the refund amount;
  • You are required to have an account with us to receive a credit so … jump into our accounts section, open an account and start enjoying the benefits we provide to our cherished members!; and
  • The refunded amount will be less any applicable merchant fees which are not refunded to us.

Billie & Roo are not obliged by law to accept “Change of Mind” Returns. We do this because we love our customers and want to make your shopping experience with us as easy and enjoyable as possible. We believe you need to be totally satisfied and happy with your purchases. Should you have any queries with regards to our returns policy, please contact us by either phone or email.

For any questions and notices, please contact:

Michelle Brewer

Billie & Roo

ABN: 22 133 029 749

Email: hello@billieandroo.com.au

Last update: 1 March 2020