Terms & Conditions

Farm Fresh Oils Pty Ltd – Terms & Conditions

At Farm Fresh Oils Pty Ltd, we’re committed to providing our customers with high-quality products and a smooth purchasing experience. Please take a moment to read our Terms & Conditions, which outline our policies around ordering, payments, pricing, cancellations, shipping, returns, product liability, disclaimers, workshops, and privacy.

Ordering Guidelines

• Orders can be placed via our website, email, LINE, Wee Chat or phone. To minimise errors, we strongly recommend placing orders in writing (through the website or email).
• We guarantee the accuracy of written orders but cannot take responsibility for mistakes that arise from verbal miscommunication.
• Orders are generally processed on the same day they are received. Once an order has been processed, any changes will be treated as a new order.
• International orders must be confirmed before payment is processed and goods are dispatched. Orders will remain on hold until confirmation is received.
• Due to the fluctuating nature of the essential oil market, prices are confirmed at the time the order is placed. We aim to keep pricing accurate but will notify you if discrepancies occur.
• While there are no minimum order quantities, bulk purchases may provide substantial savings.
• If an item is short-supplied and already charged, Farm Fresh Oils will cover the cost of resending the missing goods. Items are not backordered and must be re-ordered when back in stock.

Payment Methods

• All orders must be paid in full before shipping.
• We accept Visa, MasterCard and AMEX as well as direct bank deposits. If paying via direct deposit, please email your payment receipt so we can release your order promptly. Orders may be delayed if confirmation isn’t provided.

Pricing & Taxes

• All prices are quoted in Australian Dollars (AUD).
• Prices displayed on our website exclude GST.
• GST applies to all Australian orders (including freight) unless valid exemption documents are provided.
• International orders may be subject to duties and taxes in the destination country. These are the sole responsibility of the customer. Please check with your local customs office before ordering.
• If using your own freight forwarder, please confirm delivery is possible to your country. Orders returned because delivery could not be completed will incur a 20% restocking fee, and original freight costs will not be refunded. Return freight and any storage/penalty charges are the responsibility of the customer.

Cancellations

• Orders cancelled more than 24 hours after being placed will incur a 20% restocking fee.
• Orders on “Wait” or “Unconfirmed” status for more than 7 days will be automatically cancelled (14 days for international orders).

Shipping

• Farm Fresh Oils works with multiple courier companies. Unless you request otherwise, freight will be arranged through our accounts. If you prefer to use your own courier, we cannot accept responsibility for loss or damage once goods leave our warehouse.
• Freight charges are based on order weight, volume, and destination. Quotes are available on request.
• We do not charge handling or packing fees unless special documents are required.
• All orders must be checked on receipt, and any issues must be reported within 7 days.
• International orders may require export documents. Any storage costs, penalties, or customs charges are the responsibility of the customer.
• If your chosen courier is unavailable or delayed, Farm Fresh Oils may dispatch your order via an alternative courier at no additional cost to you.

Returns, Refunds & Replacements

• Discrepancies must be reported within 7 days of receiving your order. Please provide your sales consultant’s name when lodging a claim. No returns or exchanges are accepted after 7 days unless agreed otherwise.
• Returns reported after 7 days (not due to Farm Fresh Oils’ error) will incur a 20% restocking fee.
• All returns/refunds must be requested within 2 months of the invoice date. Requests outside this period cannot be accepted.
• If an error is made by Farm Fresh Oils, we will cover return freight. If urgent re-dispatch is needed, the replacement order must be paid upfront and will be refunded/credited once the original goods are received back.
• Change of mind or ordering errors can be returned within 7 days if products are unopened and resaleable. A 20% restocking fee will apply, and return freight is at the customer’s expense.
• All returned items must be unused, securely repacked, and accompanied by a note with invoice number, name, contact details, and reason for return.
• International returns are accepted for faulty or damaged items if full tracking information is provided.
• Indent or special-order items are not returnable in cases of change of mind.