Our Online Shopping Returns Policy

This returns policy applies to Pellenc products and related parts purchased through pridhamviticulture.com.au

What is in this document

This document outlines our returns policy and what you can expect from us in the event that you have to return a Pellenc product purchased from pridhamviticulture.com.au.

A brief summary of this document

Continue reading for full details on our returns policy…

Customer satisfaction is our priority

At Pridham Viticulture, customer satisfaction is our priority. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this policy. Any benefits set out in this policy may apply in addition to the consumers rights under the Australian Consumer Law. Please carefully read this policy before making any purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

Consumer Guarantees

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. The Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid, and any representations made about the goods (or service).
Where you believe an item is faulty, it may be necessary for us to send your goods to Pellenc Australia Pty Ltd or to a service agent for it to be assessed within a reasonable timeframe. If there is a major failure with the item, you may choose a refund, exchange, or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable timeframe.

Where an item is damaged through misuse or abnormal use, Pridham Viticulture cannot provide a refund, exchange, or repair.
Pridham Viticulture require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Change of mind

Please select products carefully as we do not offer any refund if you simply change your mind or find the same product cheaper elsewhere.

Damaged in transit

Please do not sign for the delivery of goods that are obviously damaged. Any damaged products must be returned in the condition it was in when you received it, together with any packaging and other items you received with the damaged product. If damage is only found upon unpacking, then please contact Pridham Viticulture as soon as possible. Contact details can be found at pridhamviticulture.com.au. We will then arrange for the goods to be collected and a refund or replacement item sent out to you.

Not as advertised / Incorrect item

If your items arrive and are not what you ordered, please contact us as soon as possible. Contact details can be found at pridhamviticulture.com.au

Faulty Product

Please contact us as soon as you notice a faulty product. Contact details can be found at pridhamviticulture.com.au. Our technicians will need to determine if the fault is a major or minor fault and will either arrange for the product to be repaired or replaced. Pellenc Australia Pty Ltd may require us to send fault items to them for assessment before we can give you a replacement.

Exceptions

Notwithstanding the other provisions in this policy, we may refuse to provide a repair, replacement or refund for a product you purchased if: you misused the said product in a way which caused a problem; you knew or were made aware of the problem(s) with the product prior to purchase; you asked for a service or alterations to be performed in a certain manner, against our advice, or you were unclear about what you wanted; any other exceptions that apply under the Australian Consumer Law.

Shipping costs for returns

In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product back to us, as well as any costs of shipping any replacement product to you.
If the returned product can easily be posted or returned, then you are responsible for organising for the product to be returned to us. If the product is eligible for a repair, replacement, or refund under the terms of this policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping, or transportation costs of the product.
In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a returned product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the returned product.

Response time

We aim, but cannot guarantee, to process any request for repairs, replacements, or refunds within 14 days of having received them.

How to return products

You may contact us to discuss a return using our contact details which can be found at pridhamviticulture.com.au
Any refunds will be paid in the form of a direct deposit to an account that you nominate, unless otherwise determined at our sole discretion.

You must provide proof of purchase in order to be eligible for a refund, repair or replacement.

2020 Pellenc Brochure

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