This policy applies to products purchased from Basfoods Direct through www.basfoods.com.au.
Orders and payment
Prices and applicable delivery charges are displayed at checkout. Payments are processed through Shopify Payments or another available payment provider.
An order is accepted when we send you an order confirmation.
We may cancel an order if a product is unavailable, payment cannot be processed, information on the website is incorrect or we reasonably suspect fraud. If we cancel an order after payment, we will refund the amount paid for the cancelled items.
Change of mind
We do not provide refunds, exchanges or store credit if you:
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change your mind;
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find the product cheaper elsewhere;
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decide you do not like or need the product; or
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order the wrong product.
This does not affect your rights under the Australian Consumer Law.
Consumer guarantees
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Products must be of acceptable quality, safe, fit for any disclosed purpose, match their description and match any sample or demonstration model.
You are not entitled to a remedy if you:
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misused the product;
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damaged the product after receiving it;
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stored or handled the product incorrectly;
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knew about the relevant fault before purchasing it; or
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changed your mind.
Major problems
A product has a major problem if:
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a reasonable consumer would not have purchased it had they known about the problem;
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it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;
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it is substantially unfit for a purpose you told us about and cannot easily be fixed within a reasonable time;
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it is significantly different from its description, sample or demonstration model; or
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it is unsafe.
If a product has a major problem, you may reject it and choose a refund or replacement.
Minor problems
If a problem is not major, we may choose to repair or replace the product or otherwise resolve the problem within a reasonable time.
If we cannot resolve the problem within a reasonable time, you may be entitled to reject the product and receive a refund or replacement.
Making a claim
Contact us if you believe a product does not meet a consumer guarantee.
We may ask for:
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your order number or other proof of purchase;
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details of the problem;
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photographs of the product and packaging; and
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the product to be returned or made available for inspection.
We are entitled to assess the product before providing a remedy.
You must not consume a product that you believe is unsafe. Perishable products should be stored appropriately until we provide instructions.
Returns and return costs
Contact us before returning a product.
If we confirm that the product does not meet a consumer guarantee, we will reimburse reasonable return costs where required by law. We may arrange collection for large, heavy or difficult-to-return products.
If the product is assessed and found not to have a problem covered by the Australian Consumer Law, you may be responsible for collection, inspection or return costs that were reasonably incurred.
Refunds
Approved refunds will be provided using the original payment method unless you agree to another method.
Bank and payment-provider processing times may apply after we issue a refund.
Contact us
Basfoods Direct
419 Victoria Street
Brunswick VIC 3056
Australia
Email: admin@basfoods.com.au
Telephone: (03) 9381 1444