Brown-Forman Australia Cancellation and returns policy
CANCELLATION AND RETURNS
THIS CANCELLATION AND RETURNS POLICY SETS OUT YOUR RIGHTS TO CANCEL THE CONTRACT AND INCLUDES THE RIGHTS YOU HAVE UNDER AUSTRALIAN CONSUMER LAW (SEE BELOW).
YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
‘OUR PRODUCTS 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 SHOULD THE GOODS FAIL TO BE OF ACCEPTABLE QUALITY AND THE FAILURE DOES NOT AMOUNT TO A MAJOR FAILURE.’
THE TERMS SET OUT IN THIS POLICY ARE PART OF OUR TERMS OF SALE. PLEASE MAKE SURE YOU HAVE READ AND UNDERSTOOD BOTH THIS CANCELLATION AND RETURNS POLICY AND OUR TERMS OF SALE BEFORE PLACING AN ORDER WITH US TO BUY OUR PRODUCTS. PLEASE CLICK HERE TO READ OUR TERMS OF SALE (CONSUMER ACCOUNTS).
SOMETIMES, WE MIGHT CHANGE THIS CANCELLATION AND RETURNS POLICY, SO PLEASE CHECK THEM EACH TIME YOU ORDER SOMETHING, BUT DON’T WORRY, IF YOU HAVE ALREADY PLACED AN ORDER THEN THE TERMS THAT WERE IN PLACE AT THE TIME YOU PLACED THE ORDER WILL CONTINUE TO APPLY.
THIS POLICY WAS LAST UPDATED ON JUNE 15, 2016.
1. YOUR RIGHT TO CANCEL YOUR ORDER WITH US
We hope that you will be happy with the products you order; however, if you are not satisfied with your order for any reason, or simply change your mind, you may be able to cancel even after receipt of the products. Your rights to you cancel your order will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to cancel.
2. YOUR RIGHT TO CHANGE YOUR MIND
Changing your mind before you have received your order: If you wish to change or cancel your order at any time before your purchase has been processed for shipment, please send an email to [email protected]. Please note our Customer Service Team’s trading hours before calling as the hours may vary depending on the day of the week and time of the year. You may check your order status online. If the order status is 'Order being processed', please contact the Customer Service Team to confirm whether there might still be time for us to agree to you changing or cancelling your order.
Changing your mind after you have received your order: If you change your mind and decide to cancel but we have already dispatched your products to you, or if you have already received them, simply follow the Returns Procedures in paragraph 5 below.
2.1 When can you change your mind: You have up to 14 days from the day after the date of receipt of your products to notify us that you wish to return your products and request a refund.
3. YOUR RIGHT TO CANCEL BECAUSE OF SOMETHING WE HAVE DONE OR ARE GOING TO DO
3.1 You have the right to cancel your order before you receive your products if:
(a) any of your ordered products is not available; or
(b) we have told you about an error in the price or description of any of your ordered products and you do not wish to proceed; or
(c) we have notified you that there is a risk that our delivery of your order may be significantly delayed, or delivery of your order is in fact significantly delayed; or
(d) we have told you about an upcoming change to the product or these terms which you do not agree to; or
(e) your order is in breach of these or any other relevant terms and conditions, or is contrary to a person’s rights to any law; or
(f) these terms and conditions (for example, “Shipping, Delivery” pre-conditions) provide that we are unable to deliver your order.
To cancel your order, please contact us using the details set out at paragraph 5.1 below. Provided that your products have not been dispatched, we will not charge your payment you for the products. You will receive an email from us to confirm your cancellation.
3.2 You have the right to cancel your order if we deliver the products late, or not in the correct quantity. To cancel your order, please contact us using the details set out at paragraph 5.1 below and we will refund the cost of the product and any delivery charges. We may require any products which we have delivered to be returned to us, which we will arrange at your convenience.
4. IF THERE IS A PROBLEM WITH THE PRODUCT
4.1 It is our aim to ensure that all products supplied to you arrive in perfect condition. If your parcel shows signs of damage or leakage at the time of delivery then please do not accept delivery.
However, if following delivery you discover that we have delivered a product which is damaged, defective, faulty or is not as we described on the website, we will cheerfully refund your money or exchange the product upon presentment of your proof of purchase. Please let us know as soon as possible by contacting us using the details set out at paragraph 5.1 below and we will refund the cost of the product and any delivery charges.
We may require faulty bottles to be returned to us, which we will arrange at your convenience.
5. HOW TO RETURN YOUR ORDER
5.1 Returning products. If you need to return any products you have purchased for any reason after the products have been dispatched to you or you have received them, simply return to your online order, click “Return Item” for the product you wish to return and submit a completed Returns form electronically. Once your submission has been approved, you will receive a confirmation which you should print and attach to your item, and drop it off at one of the TOLL collection/ drop-off points within 14 days of your receipt of the products.
If visiting one of the TOLL collection/ drop-off points is not convenient for you, or there is not a store close to you, then please contact our Customer Service Team as soon as possible at [email protected] or 13 15 31 to discuss alternative options.
If you are exercising your right to change your mind you must send off the products to us within 14 days of telling us you wish to cancel. Once you have returned products to the TOLL collection/ drop-off points, please allow 14 days for your refund to be processed after the product has been received at the fulfilment centre.
5.2 Products that may not be returned. Subject to your rights under the Australian Consumer Law, we do not accept returns of the following products:
(a) personalised products, or
(b) in respect of sealed products, if these have been unsealed after you receive them (sealed products include, for example, all bottled drinks products), or
(c) in respect of any products later than 14 days from the day after the day on which you receive your products.
5.3 Costs of returning a product. Conditions by which we will agree to pay for the product to be returned:
(a) if the products are faulty, misdescribed or breaches a consumer guarantee; or
(b) if you are cancelling the contract because we delivered the products late, or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you may be required to pay the costs of return.
5.4 How we will refund you. We will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below.
5.5 Deductions from refunds. If you are exercising your right to change your mind:
(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
5.6 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
(a) Your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
(b) Once the product(s) has been returned back to us, you will receive an email confirming that we have received the returned goods.
(c) In all other cases, your refund will be made within 14 days of your telling us you have changed your mind. Once the return has been processed, you will receive an email from us letting you know that the return process is complete and your card or PayPal account has been credited. Please note that the timing of when your credit is refunded back into your account will depend on your bank’s processing time.