RETURNS & REFUND POLICY
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or 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.
If in the event your purchase is faulty, damaged or breaches a consumer guarantee we will refund your money or exchange the product upon presentation of your proof of purchase, photographic evidence of proof of damage, and if requested by us, the product must be returned to us. If your purchase incurred a delivery fee, then we will cover the cost of delivery for the return*.
In the event that your product must be returned to our fulfilment centre, please allow up to 5 business days for your refund to be processed after the product has been received at the fulfilment centre.
CHANGE OF MIND
We do not offer exchanges for change of mind.
Product delivered may vary slightly from image shown due to manufacturer or supplier product variations over time. Every effort is made to ensure the current product images, information and vintages are listed, however variations can occur. If you have any concerns about the product, packaging or vintage, please contact us prior to purchase as this will not be accepted as a valid reason for a return/refund.
If you receive a delivery with broken bottles or any other damage, simply contact us within 24 hours of delivery. You will need to take photographs of the damage, including how the parcel arrived, delivery packaging and the actual damage as this will be requested once you have made contact. If it is determined the damage occurred during transport and delivery, an online enquiry will be placed with the courier for investigation. A replacement or refund will be provided once the courier response has been received. Please note that the courier usually responds within 24 hours but at times this can be extended pending investigation.
We cannot guarantee a replacement or refund will be issued if you failure to notify us within 24 hours of receiving your order.
Risk of damage, loss or deterioration to product passes to the buyer upon delivery and therefore no replacements or refunds are offered for products that are damaged after delivery or are not reported as damaged within 24 hours of receipt of goods.
All items are insured during transit to cover non-delivery.
If your parcel hasn't arrived, firstly track your parcel on Fastway's website using your label number. This will show you where your parcel is within the Fastway network.
If your parcel has not been received and it is outside of the estimated delivery time-frame and your tracking shows that it is either;
- 'It will be delivered in the next delivery cycle', please contact Fastway to gain specific delivery information.
- It is still in transit between Fastway depots and no further tracking, please contact us so we can investigate it further with the courier. Please be patient during the investigation period as we need to confirm your order has been lost before we can issue a replacement as it may have been misdirected and still on its way to you.
Your parcel is not covered by non-delivery insurance when;
- Your delivery address is to a parcel collection service that is not a Fastway Parcel Connect agent and the tracking shows that it has been delivered and signed for.
- It is outside of 30 days from date of dispatch.
If you claim to have not received your parcel and tracking shows that your parcel has been delivered to your address and signed for by you, we will request a copy of your driver's licence to submit to Fastway as proof of non-delivery. Replacements or refunds will not be issued until the investigation has been completed.
PLEASE NOTE: Parcels not signed for at the delivery address will not be insured against loss or damage.