terms of use

1. terms + conditions
In these terms + conditions “donna hay” means donna hay general store ABN 6289 2484 639 as trustee for the donna hay general store trust and all references to “donna hay” include its affiliate body corporate and Donna Hay. The words “you” and “your” mean the person or entity contacting the “donna hay” website for any purpose.

Once your order is placed, “donna hay” will accept that order as final and changes or cancellations cannot be made to the order. By placing an order, you agree to all the terms and conditions as advised by “donna hay”.

Should a product not be available at the time of placing your order, “donna hay” reserves the right to contact you and advise you of your options.

If any item ordered is not in stock at the time of delivery to you, “donna hay” may in its absolute discretion:

a. deliver the balance of the order;

b. forward the missing item when it comes into stock;

c. supply an agreed substitute for the item; or

d. refund you the price of the missing item.

“donna hay” may at its absolute discretion, replace any component with a similar alternative.

Due to the perishable and fragile nature of food items or food related items, “donna hay” will use a courier service or Australia Post for delivery to you at your nominated address. Courier fees and/or postage fees will be charged to you after your order is processed.

Food items will only be delivered in Australia unless specifically arranged with “donna hay”.

2. product information
All products listed on “donna hay” are described to the best of our abilities and the specifications reflect the information that has been provided to us. All care is taken to ensure this information is correct, but we cannot eliminate the possibility of error.

3. postage + delivery
“donna hay” will arrange to forward your goods using either Australia Post and/or a courier service. You may be required to sign for the package as proof of delivery. Delivery and/or postage fees will be calculated on total weight and charged after processing your order, but will need to be pre-paid and payable in addition to your order.
“donna hay” is able to deliver to most areas in Australia. The majority of our goods are shipped with Australia Post. Some larger goods and depending on the destination are shipped via courier. We strive for prompt and safe shipping right around Australia. We do not allow pick-ups from our warehouse.

We do not deliver food items outside Australia.

You must allow 3 weeks shipping time within Australia and 6 weeks internationally from the date of payment, although in most cases delivery is much quicker than this. If you have not received your goods after this period, please email us at enquiries@donnahaygeneralstore.com.au.

4. payment conditions
a. all orders must be pre-paid.

b. all prices include GST (goods and services tax) and are quoted in Australian dollars.

c. please note that we do not store your credit card information on our server.

d. if the card payment is declined by your issuer for any reason, we cannot hold goods against your order.

We accept all orders by payment with Visa, MasterCard and American Express. Credit card payments will be processed on the day your order is placed. Goods will be forwarded to you once full payment has been cleared.

The total amount of your order is to be paid at the time of ordering. “donna hay” does not accept deposits or part payments for the purchase of any goods.

5. pricing
Our prices quoted in our website are current, however they may vary from time to time as determined by “donna hay”.

6. claims + returns policy
“donna hay” provides an undertaking to all our customers that goods leave our premises and/or the premises of our preferred suppliers in 100% perfect condition. Should those goods not be received by you in 100% perfect condition, then it will be considered the responsibility of the Carrier and should be pursued directly with them. Any claim of damage to or shortfall in products received must be reported to “donna hay” in writing or by email within 48 hours after receipt of the goods. All returns must be pre-approved by telephoning “donna hay”.

Once goods are dispatched, there will be strictly no refunds other than for defective merchandise.

Merchandise will not be accepted as returned if it is not in its original packaging and intact.

7. refunds
We will offer a refund only if we are unable to replace the defective goods and if we are contacted within 48 hours from the invoice date. No refunds are offered after 48 hours.

No refunds are offered if you have changed your mind about the goods.

Delivery and shipping costs are non-refundable.

Refunds will be issued by credit to the nominated credit card.

Refunds will only be issued to the extent required by the Trade Practices Act 1974 (Cth) and the respective state Sale of Goods Act legislation.

8. warranty
“donna hay” is not responsible for nor does it give any warranty in respect of any materials, food stuffs, drinks or other supplies which give rise to:

a. any adverse affect on any person due to allergy or intolerant reaction arising from that person’s consumption of any food or drink supplied by “donna hay”;

b. any damage suffered by any person using any goods supplied by “donna hay”;

c. any damage suffered by any person in the conduct of any activity relating to goods supplied by “donna hay”;

d. any loss or damage to any material and goods including food and drink agreed to be supplied by “donna hay”, which damage occurs in transit, during delivery or in any other manner after the material has left the offices of “donna hay”.

Replacement goods will only be shipped after the faulty item has been received by “donna hay”.

For all assistance with warranty and returns please email us at enquiries@donnahaygeneralstore.com.au.

Warranties (where applicable) vary from product to product, please refer to product description for warranty duration.

“donna hay” is not responsible for any products returned without a return authorisation (RA) identity.

“donna hay” is not liable under this warranty where a defect is caused by fair wear and tear, by careless or improper handling, non-adherence to operating instructions, improper installation or by other abuse or misuse caused by you or a third party.

“donna hay” reserves the right to charge you for the cost of examining the goods if it is subsequently revealed that the goods are not defective.

“donna hay” is not liable under this warranty where any defect, loss or damage is caused to the goods during delivery or shipping. Refunds and returns or replacements do not include postage and/or handling charges and all such charges are at your expense.

Where a refund is authorised, there may be a delay of up to and possibly exceeding, 28 days from the authorisation date.

9. indemnity
You hereby indemnify “donna hay” against all claims, actions, suits, demands or costs made on or against “donna hay” by any person arising from the supply or use of any goods and materials including food supplied by “donna hay”.

“donna hay” reserves all rights under trademark and copyright law.

10. payment security
“donna hay” uses Equifax Secure Inc for third party 128 bit or higher SSL Certificates over the Internet. You should check that your browser is compatible with SSL encryption. This is often indicated by a ‘closed lock’ icon at the bottom of your screen.

11. privacy policy
To view our privacy policy click here.

12. credit card fraud
At “donna hay” our primary goal is to ensure our many valued customers are assured that transacting with us is a secure, safe and easy procedure.

“donna hay” employs Equifax Secure Inc for third party credit card processing company that uses Secure Sockets Layer (SSL) technology. They ensure the highest form of encryption possible and this protects your details as they travel over the internet.

Their secure server software (SSL) is the industry standard and among the best software available today for secure e-commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that it cannot be read as the information travels over the Internet.

“donna hay” will not enter into any transaction on suspicion of use of fraudulent or unauthorised credit card. This includes suspension and cancellation of the transaction and/or prevention of delivery of goods which are the subject of a suspected illegal transaction. “donna hay” will take reasonable action to notify relevant authorities and provide all information pertaining to the transaction to facilitate prosecution of the offender.

13. disclaimer
“donna hay” does not take responsibility for direct or indirect damages and consequential losses suffered by use of fraudulent or unauthorised credit cards. “donna hay” does not take responsibility for direct or indirect damages and consequential losses associated with damage to goods occurring during delivery.

By accepting these terms and conditions, you acknowledge that you have sufficient notice of this disclaimer and have entered into this transaction and accepted this disclaimer of your own free will.