Golden Door Australia Website Terms and Conditions

Terms of Agreement for online trading between Golden Door Pty Ltd (ABN 32 097 636 596) and The User of this website (“You/Your”)

Your use of this Website and purchase of the Products is subject to these legally binding terms and conditions. Please read them carefully before proceeding with entering the Website or completing a purchase. You agree too and accept the terms and conditions of the Golden Door website when you continue and finalise (including payment) a/any purchase/s of a/any product/s from this Website.

1. ONLINE RETAIL CUSTOMERS

PLACING AN ORDER AND PAYMENT

1.1 By completing a Purchase Order (Online Purchase), You are making an offer to purchase the Product at the price set out on the Website, subject to any subsequent notification of price by GOLDEN DOOR PTY LTD to You in accordance with clause 1.5.

1.2 Payment must be made at the time of submitting the online Purchase Order. Payment can be made by credit card. GOLDEN DOOR PTY LTD accepts Visa and MasterCard. You warrant that You are an authorised user of the credit card used to complete payment in accordance with this clause 1.2.

1.3 All Purchase Orders placed through this Website are subject to confirmation and acceptance by GOLDEN DOOR PTY LTD. We will email you with confirmation of the receipt of Your Purchase Order, and then Acceptance by GOLDEN DOOR PTY LTD will be upon Your receipt of the email confirming dispatch of the Product in accordance with clause 3.4 and 3.5. GOLDEN DOOR PTY LTD may reject Your Purchase Order, and refund any payment made by You, at any time prior to Your receipt of this acceptance by GOLDEN DOOR PTY LTD.

1.4 The Purchase Order must be paid in full immediately upon entry into the Agreement. All transactions are settled in Australian Dollars (AUD). If you are ordering from outside Australia, and your bank account or credit card is held in a different currency, you can still order by credit card – your currency will automatically be converted to Australian Dollars when you complete the transaction. The conversion rate varies from day to day with the current exchange rate. Many banks also charge a small currency conversion fee, contact your bank or credit provider for details. The final charge to your card is made in Australian Dollars and the ultimate conversion rate is determined by your bank or credit provider. Therefore, we are not able to take responsibility if the final amount charged to your card differs slightly from the Australian Dollar (AUD) amount on the purchase Order and any estimated conversions at the time.

1.5 GOLDEN DOOR PTY LTD may vary prices in the event of price changes or mistakes on reasonable prior notice to You. If GOLDEN DOOR PTY LTD requests payment for increased prices, You may cancel the order by giving notice to GOLDEN DOOR PTY LTD, which must be received within seven days of the announcement of the increase.

1.6 The secure credit card payment system is powered by NAB Transact Payment Gateway Systems. This Website is protected by SSL (Secure Socket Layer) and an extended verification Certificate encryption. SSL is a security device which ensures that any data which you enter into a secure area of the site is encrypted during transmission over the Internet. SSL utilises data encryption to create a secure environment for you to conduct your online transactions. In order for SSL to be effective, you must be using an SSL compliant browser (e.g. Netscape Navigator 3.0 or Internet Explorer Microsoft 3.0 and above). In Netscape you can determine whether encryption is active by looking at the little key in the lower left-hand corner of the Netscape window. A solid key indicates that the document is encrypted, while a broken key indicates that the document is not encrypted. In Microsoft Internet Explorer, a solid padlock will appear on the bottom right of the screen when encryption is in use.

1.7 Quantity in stock does not take into account the orders which are yet to be processed. It is possible that an order placed earlier will receive the stock allocation which was displayed at the time of your order. Inventory discrepancy can also affect the accuracy of the stock status displayed on our website.

1.8 GOLDEN DOOR PTY LTD reserves the right to limit the quantity of items purchased with regards to new products, limited editions and/or exclusive products. It is a condition of this Agreement that you do not resell the Products to a third party.

1.9 The use of cookies on this Website – this Website uses cookies to allow the web server to recognise you as a unique user when you visit. These cookies are necessary for the proper functioning of certain data access features on the site, such as the online shopping component. Cookies allow programs running on the web server to keep track of your order data and any options you have specified. The use of cookies is restricted to allowing the web server to recognise you as the same visitor to the Website each time you interact with the data-driven features of the Website. Though cookies uniquely identify you to the web server, they do not personally identify you, therefore it is not possible for us to determine your name or email address from the cookies we place on your computer.

1.10 Expiry of cookies – the cookies that are placed on your computer when you visit the Website are known as session cookies. These session cookies originate from our web server, and cannot be accessed by any web server other than ours. Session cookies are temporary cookies which are necessary for the proper functioning of the Website. They automatically expire approximately 20 minutes after you have ceased viewing pages on our Website, and therefore cannot be used to recognise you on subsequent visits to the Website.

1.11 GOLDEN DOOR PTY LTD does not store or keep credit card numbers from online transactions. The last four numbers and the expiry date of your credit card number are kept by NAB Transact Payment Systems for order verification and identification purposes only. While every endeavour is made to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder’s authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.

1.12 The Website is owned and operated by GOLDEN DOOR ELYSIA PTY LTD. This Agreement supersedes all prior agreements and may be revised by GOLDEN DOORELYSIA PTY LTD from time to time.

1.13 This Agreement must be read in conjunction with the Returns Policy and Privacy Statement. The Returns Policy and Privacy Statement documents form a part of this Agreement.

2.YOUR USE OF THE WEBSITE

2.1 You agree that You will use the Website in accordance with these terms and conditions and that You will not use the Website for any unlawful purpose.

2.2 You will not violate or attempt to violate the security of the Website or payment gateway. You will not hack into the Website, GOLDEN DOOR ELYSIAcPTY LTD’s computer systems or the computer systems of other users of the Website. Hacking means unauthorised access, malicious damage and/or interference and includes, without limitation, mail bombing, propagating viruses, worms or other types of malicious programs, deliberate attempts to overload a computer system, broadcast attacks or any other method designed to damage or interfere with the operation of a computer system or website.

3.DELIVERY

3.1 GOLDEN DOOR PTY LTD delivers to most destinations in Australia and around the world.

3.2 Orders placed within Australia or goods shipped to an Australian residence are subject to Australian GST. Orders placed outside Australia may be subject to the relevant taxes and duties applicable to the jurisdiction from which the order was placed and Australian export and taxation requirements.

3.3 GOLDEN DOOR PTY LTD uses SENDLE to deliver Products throughout Australia (see 3.9 for more details) and in some cases internationally. Delivery of Products within Australia is effected using courier services subcontracted by SENDLE and may include AUSTRALIA POST / Fastway Couriers / Couriers Please / TNT / DHL Express or others.

3.4 GOLDEN DOOR PTY LTD’s freight charges are based on a two tier basis depending on either/or Your location and the final size/weight of your Purchase Order.

3.5 GOLDEN DOOR PTY LTD will use reasonable endeavours to arrange dispatch of the Product within 2 working days of submitting the Purchase Order.

3.6 Expected delivery times are:

3.6.1 within Australia, 2- 7 working days; and

3.6.2 for international deliveries or Perth and Darwin deliveries, 10-14 working days.

3.7 The expected delivery times set out in clause 3.6 are estimates only. GOLDEN DOOR PTY LTD will not be liable to You for any loss or damage You suffer if the Product is not delivered within the timeframes set out in clause 3.6.

3.8 Australia wide – all deliveries must be signed. Risk and title in the Product will pass to You upon You, or any other person in attendance at the delivery address, signing for receipt of the Product. Please note: NO packages can be sent to PO Box addresses (throughout Australia and Internationally), cannot be sent using a courier service.

3.9 SENDLE SERVICES

Sendle facilitates the booking and delivery of packages. Sendle provides its services in accordance with the Australian Consumer Law. Sendle is not a common carrier, and Sendle do not accept any liability as a common carrier. Sendle may refuse to provide services at its discretion.

SENDLE DELIVERY

Sendle do not deliver to PO Boxes, locked bags or parcel lockers and deliveries are not made on weekends or public holidays as they apply nationally and to each State.

Sendle provide customers with an estimated time for delivery, however these estimates are subject to change and are not guaranteed.

All packages are tracked within Sendle’s network of delivery providers. Occasionally, a package may be forwarded outside of this network and Sendle will cease receiving the tracking information.

Packages will only be left unattended at the delivery address when marked “Authority to Leave” or “ATL” if the delivery provider deems it safe to do so. Sendle holds no responsibility for goods left unattended at a delivery address when the package is marked “ATL”.

Where a package is marked “signature on delivery” the delivery agent will require a signature to deliver the package. The signature is a record only of delivery to the address on the label, Sendle is not responsible for ensuring delivery to a particular recipient at an address.

If there is no-one in attendance to authorise receipt of the package, the delivery agent will leave a card and return the package to the depot where it will be held until instructions to re-deliver are provided. If no instructions are provided within 5 days the package will be returned to GOLDEN DOOR.

Sendle will make one attempt to re-deliver the package free of charge. The re-delivery must be either “ATL” or for delivery to a parcel collection location.

If the first re-delivery attempt is unsuccessful, then the Customer must arrange to collect the package from the courier, or pay for a new delivery.

Sendle rely upon the delivery details provided by Golden Door, if an item is not accepted for delivery the package will be returned to Golden Door. – for full Terms and Conditions follow link https://support.sendle.com/hc/en-us/sections/200968387-Terms

3.10 For international orders, the courier service may contact the recipient to arrange for a delivery time. The Postal company may attempt further delivery of the Product to You, however, if this is not effected GOLDEN DOOR will arrange for the return of the Product to GOLDEN DOOR and refund the price to You, less any shipping costs incurred by GOLDEN DOOR including relevant taxes and duties applicable to the jurisdiction from which the order was placed or returned.

3.11 GOLDEN DOOR will not be held responsible for lost items, broken or damaged items and/or missing components being returned. Items being claimed for, should be in the same condition you received them in. You and/or your freight provider should ensure the item/s being returned are packaged appropriately to protect them and are covered by appropriate insurance.

4. SITE LIABILITY AND INDEMNITY

4.1 To the fullest extent possible, the limitation of liability and indemnity set out in clause 8 of these terms also applies to use of the Site by replacing the word “Products” with “Site or the Comment Function”.

5. YOUR ACCEPTANCE OF THESE TERMS AND CHANGES TO THE TERMS

5.1 All Purchase Orders placed through this Website are subject to confirmation and acceptance by GOLDEN DOOR PTY LTD. You agree too, and accept the terms and conditions of the GOLDEN DOOR website when you continue and finalise (including payment) a/any purchase/s of a/any product/s from this Website. You will be asked to accept this Agreement during the purchase process by ticking “I agree” with Golden Door’s Terms & Conditions and Privacy Policy “. By ticking “I agree” with Golden Door’s website Terms & Conditions, Returns & Refunds Policy and Privacy Policy” you are unconditionally agreeing to the terms and conditions of this Agreement.

5.2 From time to time, this Agreement will be reviewed and may be revised. GOLDEN DOOR ELYSIA PTY LTD reserves the right to change this Agreement at any time. Any such changes will be posted on the Website. If You have commenced any transaction prior to a change to this Agreement, transaction will be effected in accordance with the terms in place at the time of the acceptance of Your offer GOLDEN DOOR ELYSIA PTY LTD.

6. WEBSITE AVAILABILITY

6.1 From time to time down-time, either scheduled or unscheduled, may occur. GOLDEN DOOR PTY LTD will work within reason to ensure this amount of down-time is limited.

6.2 GOLDEN DOOR PTY LTD will not be held liable for the consequences of any down-time.

6.3 Due to changing market forces and other extenuating circumstances that affect product availability and price stability we reserve the right to withdraw any product we advertise and change prices without notice. During sales periods, we may reduce items further. No returns, refunds or credits are available on the price difference.

6.4 Information contained throughout the web pages and in our database are believed to be accurate and reliable at the time of publishing. There may be misprints, human errors, and omissions. We reserve the right to make changes and corrections in prices, products, and specifications without notice.

6.5 Images displayed on this website should be regarded as illustrative and informational purpose only. We endeavor to display products as close to the physical colour/product as possible, but at times colours (especially neon or brand specific colours) may not be identical to the actual product.

6.6 On NEW, LIMITED EDITION and EXCLUSIVE products, GOLDEN DOOR ELYSIA PTY LTD reserves the right to limit purchases to one (1) item per customer. Multiple transactions will be monitored.

7. INTELLECTUAL PROPERTY

7.1 Reproduction of part or all of the contents in any form of the Golden Door Website is prohibited other than for individual/personal use only and may not be recopied and shared with a third party. The permission to recopy by an individual does not allow for incorporation of material or any part of it in any work or publication, whether in hard copy, electronic or any other forms.

7.2 Unless otherwise noted, all materials on this Website are protected as the copyright, trade dress, trademarks and/or other intellectual properties owned by GOLDEN DOOR AUSTRALIA.

7.3 GOLDEN DOOR AUSTRALIA’s trade marks on this site represent some of the trademarks currently owned or controlled in Australia. The display of these marks and of notices associated with these marks is not intended to be a comprehensive compilation of all worldwide proprietary ownership rights held by GOLDEN DOOR AUSTRALIA.

7.4 All rights not expressly granted are reserved.

7.5 This Website may contain materials produced by third parties or links to other websites. Such materials and websites are provided by third parties and are not under GOLDEN DOOR AUSTRALIA’s direct control and GOLDEN DOOR ELYSIA PTY LTD accepts no responsibility or liability in respect of any such third party materials or for the operation or content of other websites (whether or not linked to this Website). You acknowledge that GOLDEN DOOR ELYSIA PTY LTD is entitled to require you to remove any link from another website to this Website which you install without obtaining GOLDEN DOOR AUSTRALIA’s prior written consent.

8. WARRANTIES

8.1 GOLDEN DOOR ELYSIA PTY LTD will not be liable for any damage caused by any failure by You to maintain the Product properly. Were appropriate, You acknowledge that if a Product requires specific maintenance, that as purchaser You are responsible for such maintenance.

8.2 Please note that the colours, materials, texture or size of Products may vary slightly from those displayed by Your computer monitor.

8.3 Please note that the Trade Practices Act 1974 and similar State and Territory legislation in Australia may confer rights and remedies on You which cannot be excluded, restricted or modified (“Non-excludable Rights”). Notwithstanding any other term in this Agreement, GOLDEN DOOR ELYSIA PTY LTD does not exclude any Non-Excludable Rights but does exclude all other conditions and warranties, whether implied by custom, law or statute.

8.4 Non Golden Door branded products are covered by the manufacturers’ own warranty or guarantee and GOLDEN DOOR ELYSIA PTY LTD does not further warrant or guarantee any non-branded product. Warranty and guarantee claims may need to be claimed directly from the manufacturer. Third party Product provider’s warranties and guarantees can be found on the manufacturers website.

9. LIMITATION OF LIABILITY

9.1 To the fullest extent permitted by law, GOLDEN DOOR ELYSIA PTY LTD’s liability for breach of any implied warranty, condition or undertaking which cannot be excluded is limited, at the option of GOLDEN DOOR ELYSIA PTY LTD, to:

  1. in the case of services, the supply of the services again or the payment of the cost of having services supplied again; and
  2. in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of such goods, the payment of the cost of replacing the goods or acquiring equivalent goods, or the payment of the cost of having the goods repaired.

9.2 GOLDEN DOOR ELYSIA PTY LTD’s exclusion of liability applies whether the claim is in contract, tort (including without limitation, negligence) or equity and even if GOLDEN DOOR ELYSIA PTY LTD has been notified of the possibility of such loss or damage.

9.3 You agree that GOLDEN DOOR ELYSIA PTY LTD’s liability, if any, to You at law will be reduced by the extent, if any, to which You contributed to the loss.

10. FORCE MAJEURE

10.1 GOLDEN DOOR ELYSIA PTY LTD will not be liable by reason of the failure in the performance of obligations under these terms and conditions by reason of strikes, riots, fire, explosions, acts of God, war, governmental action, or any other cause which is beyond GOLDEN DOOR ELYSIA PTY LTD’s reasonable control.

11. TERMINATION

11.1 GOLDEN DOOR ELYSIA PTY LTD reserves the right to terminate this Agreement at any time.

11.2 Subject to clause 11.3, GOLDEN DOOR ELYSIA PTY LTD shall not be liable to You for any cost, expense, or damages whatsoever for terminating this Agreement.

11.3 If the Product has not been delivered to You prior to any termination of this Agreement by GOLDEN DOOR ELYSIA PTY LTD, GOLDEN DOOR will refund to You any payment You have made prior to the termination.

12. MISCELLANEOUS

12.1 The application of the United Nations Convention on Contracts for the International Sale of Goods (known as the Vienna Sales Convention 1980) is excluded.

12.2 This Agreement is not subject to any terms or conditions proposed by You unless those terms or conditions are expressly accepted by GOLDEN DOOR ELYSIA PTY LTD in writing.

12.3 Failure of either party to enforce any right it has under these Terms will not be construed as a waiver of those rights, nor limitation upon the party’s ability to subsequently exercise those rights.

12.4 The Agreement will be made on GOLDEN DOOR ELYSIA PTY LTD‘s acceptance of Your offer and will be, and is, governed by the laws of New South Wales, Australia, and the parties submit to the non-exclusive jurisdiction of the Courts of New South Wales, Australia in any dispute or any matter in any way related to, or connected with, this agreement or any transaction contemplated by this agreement.

12.5 Each party agrees not to object to the venue or to claim that the courts exercising jurisdiction in the state of New South Wales, Australia are an inconvenient forum for any dispute or any matter in any way related to, or connected with, this Agreement or any transaction contemplated by this Agreement.

12.6 If any provision of the Agreement is held to be void, invalid or unenforceable, then the provision is severed to the minimum extent required, and the remaining provisions of the Agreement will remain in full force and effect.

12.7 GOLDEN DOOR ELYSIA PTY LTD may be notified by email at shop@elysia.com.au or post to Golden Door Australia, 165 Thompsons Road, Pokolbin, NSW 2320, Australia.

13. IMPORTANT NOTE TO THOSE WITH FOOD ALLERGIES AND INTOLERANCES

Due to our current packing facilities and those of our suppliers we do not guarantee that our products have not come into contact with, or contain traces of other products that are, or contain allergens such as nuts, soy, dairy, egg, bee products and more.

Insect infestation and/or presence of mould

If what you receive from us is being attacked by an insect/s, please notify us within 48 hours of receipt. Golden Door cannot accept responsibility for an insect infestation if not notified within 48hrs of receipt.

Food grown and stored without herbicide or pesticide additives (including certified organic items) are sometimes more prone to infestation attack. For example, some moth eggs may find their way into the food during the process from pasture to table. We keep foods susceptible to weevils, moths, etc in a cool-room (or commercial refrigerator) to prevent any issues like this arising.

Despite the best cleanliness standards in our kitchen, premises, stores and warehouse, these eggs may then hatch in transit to you. The transport companies used are not refrigerated and goods could sit in depots over nights or weekends waiting for the next stage of delivery. This could also lead to problems with mould, etc. particularly in hot and damp conditions. We recommend you seriously consider what you are ordering if delivery time is more than 2-5 days from dispatch.

We recommend that all grains, cereals, flours, pulses, etc. are kept very cool and dry, for best protection refrigerated, especially Organic produce. If any infestation of insects occurs, ascertain what it is, and then freeze the produce for at least 3 days. Please do not hesitate to call us with any queries about what type of insect it may be.

If the infestation is extreme, and beyond repair, we will be happy to send out a replacement or refund you, you must however contact GOLDEN DOOR within 48 hours of receipt of the item.

14. QUARANTINE AND INSPECTIONS

Each state and territory within Australia and most countries around the world has its own quarantine laws and lists of permissible plant/food items/materials that can be sent across state boundaries. The onus is on you, the customer, to know and understand these laws and only order what you know can be safely imported from one state into yours. Customers from Western Australia in particular should familiarise themselves with these laws and permitted plant lists.

Quarantine inspectors can and will open boxes that are of concern and will confiscate items that are not permissible. If this has happened to items in your shipment, then there will be official Quarantine inspection notification on the item and/or packaging.

Goods opened, damaged or confiscated by Quarantine or freight companies inspecting in the presence of Quarantine Inspectors are not the responsibility of GOLDEN DOOR ELYSIA PTY LTD.

15. DISCLAIMER

This website has been put together with the utmost care, however, we are human and sometimes make mistakes. We advise you to thoroughly check the LIST OF INGREDIENTS and FOOD INTOLERANCES when you order. We also welcome feedback on any aspect of our website to make your shopping experience easier. At all times our Organics products and those that are gluten free are identified as Organic or Gluten Free or both where relevant.

16. DEFINITIONS

“Agreement” means the terms and conditions that apply to the use of the Website which may be amended from time to time.

“GOLDEN DOOR ELYSIA PTY LTD ” means GOLDEN DOOR PTY LTD (ABN 32 097 636 596) or GOLDEN DOOR, GOLDEN DOOR AUSTRALIA, GOLDEN DOOR ELYSIA, GOLDEN DOOR SPA & HEALTH CLUB and any other/future GOLDEN DOOR entities.

“Products” means the product that is specified on the Purchase Order as the product You wish to purchase pursuant to the Agreement.

“Purchase Order” means the online purchase order form to be completed by You in relation to Your purchase of the Product.

“Website” means internet website with the URL www.goldendoor.com.au and associated websites or pages.

“You” means the user of the Website (and “Your” has the corresponding meaning).

“AUD” means Australian Dollars, all currency amounts identified in this agreement are in Australian Dollars.

RETURNS AND REFUNDS POLICY

Your satisfaction is most important to us, however, we do realise that sometimes problems may occur. In the event you are not satisfied with an item purchased at our online store, you may return it for a credit of the product cost. We hope you enjoy everything you purchase from GOLDEN DOOR. See our Returns policy below.

1. RETURN POLICY:

At GOLDEN DOOR we want our customers to love each and every purchase. However, if you feel something is not right we want to make sure you know your options.

FULL PRICE PURCHASES

  • we offer credit notes, exchange or refund
  • refunds are only available within 14 days of purchase
  • credit notes and exchanges are available for up to 30 days of purchase
  • credit notes are valid for up to 12 months and will be credited back to you at 100% of the purchase price, excluding postage/freight costs
  • if you return your item and choose a credit note or an exchange, and you are based in Australia, we will cover your postage/freight expenses to the value of $15.00! (only available on faulty and/or warranty claims)
  • see further conditions below

SALE & PROMOTIONAL PURCHASES

  • we offer exchange or credit note for sale and promotional purchases for up to 14 days
  • credit notes are valid for up to 12 months
  • we do not cover the cost of postage on returning sale/promotional items
  • see further conditions below

FOR ALL RETURNS

Items must be returned unworn and in original condition with tags attached/present, preferably un-opened and un-used (any item that has been worn, washed, damaged, altered, partially used or consumed will not be returnable) Please note: all CDs and DVDs and other medias will only be replaced with a new copy of the same item if returned item is found to be faulty. No credits, refunds or alternative items will be given.

FOR AUSTRALIAN RETURNS – items must:

  • be returned within 14 days if they have been purchased at full price;
  • must be returned within 14 days if they have been purchased on sale or during a promotion
  • have original and/or GOLDEN DOOR tags attached.
  • be in their original condition.
  • boxed items e.g. candles, shoes, etc. shoes must be returned in the original packaging/shoe box.
  • To receive the value of your return postage /freight (up to the value of $15.00) you must include a valid receipt for postage paid for the return item/s; postage will not be reimbursed otherwise
  • when returning items, you must comply to term; 3.11 – of the DELIVERY section of the Terms and Conditions of this website
  • food and perishable items cannot be returns if opened. If packaging is damaged or infestation/mould has occurred, photographic evidence can initially be provided as proof. GOLDEN DOOR reserves the right to request the return of the item for full inspection.

FOR INTERNATIONAL RETURNS – items must:

  • be returned within 30 days if they have been purchased at full price;
  • be returned within 30 days if they have been purchased on sale or during a promotion
  • have original and/or GOLDEN DOOR tags attached.
  • be in their original condition.
  • boxed items e.g. candles, shoes, etc. must be returned in the original packaging/shoe box.
  • have a valid international tracking number

Please note that we cannot refund the cost of shipping on any international orders.

Please be reminded to indicate on the package that the items are intended “for exchange”. Without such notice, the package is at risk of attracting additional customs duties and taxes.

GOLDEN DOOR ELYSIA PTY LTD is not responsible for any items lost in transit, and cancelled orders of shipped items due to refusal of acceptance on incoming tax charges will only be refunded the full price of the garments. This does not include any associated shipping charges from the original purchase.

2. FAULTY ITEMS:

2.1. We use a three point checking system before your order is shipped to you. We do our best to make sure everything we send to our customers is in perfect condition. If you receive an item from us which you believe is faulty, due to damage during shipping or a manufacturing defect, please let us know as soon as possible (preferably within 48 hours).

2.2. FOOD AND PERISHABLE ITEMS:

Insect infestation and/or presence of mould

If what you receive from us is being attacked by an insect/s, please notify us within 48 hours of receipt. Golden Door cannot accept responsibility for an insect infestation if not notified within 48hrs of receipt.

Food grown and stored without herbicide or pesticide additives (including certified organic items) are sometimes more prone to infestation attack. For example, some moth eggs may find their way into the food during the process from pasture to table. We keep foods susceptible to weevils, moths, etc in a cool-room (or commercial refrigerator) to prevent any issues like this arising.

Despite the best cleanliness standards in our kitchen, premises, stores and warehouse, these eggs may then hatch in transit to you. The transport companies used are not refrigerated and goods could sit in depots over nights or weekends waiting for the next stage of delivery. This could also lead to problems with mould, etc. particularly in hot and damp conditions. We recommend you seriously consider what you are ordering if delivery time is more than 2-5 days from dispatch.

We recommend that all grains, cereals, flours, pulses, etc. are kept very cool and dry, for best protection refrigerated, especially Organic produce. If any infestation of insects occurs, ascertain what it is, and then freeze the produce for at least 3 days. Please do not hesitate to call us with any queries about what type of insect it may be.

If the infestation is extreme, and beyond repair, we will be happy to send out a replacement or refund you, you must however contact GOLDEN DOOR within 48 hours of receipt of the item.

3. HOW LONG WILL MY CREDIT NOTE, EXCHANGE OR REFUND TAKE TO PROCESS?

Credit notes – are issued and emailed to you as soon as your return is processed, this means you can shop with the credit note as soon as we receive your item and processing is completed.

Exchanges – we will send your exchange item on the next day from receiving your return. During peak times exchanges can require a two (2) business day turnaround.

Refunds – are also processed once we receive your item, however please allow up to 14 business days for the funds to clear in your account.

4. HOW DO I RETURN MY ITEM?

If you would like to send an item back to GOLDEN DOOR, please email us at shop@elysia.com.au or phone us on 1800 212 011 and we can discuss your options with you.

Please send all returns to:
GOLDEN DOOR RETURNS
165 Thompsons Road,
Pokolbin, NSW 2320
AUSTRALIA

 

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