Shipping and Return Terms and Conditions

These Shipping and Return Terms and Conditions (“Agreement”) govern the shipping and return services provided by Ostra Distillers Pty Ltd (“Company”). By utilising our shipping services or returning a product, you (“Customer”) agree to comply with the terms and conditions outlined below.

Company Information:
Company Name: Ostra Distillers Pty Ltd
ABN: 80 636 907 698
Address: 27-29 Moore Street, Robinvale VIC 3549, Australia
Email: info@ostradistillers.com
Phone: +613 5026 1414

Shipping Services:

2.1 Dispatch: The Company will dispatch the products from our warehouse in Robinvale, Victoria, Australia, to the address provided by the Customer during the ordering process.

2.2 Shipping Providers: The Company may use Australia Post, FedEx International, or DHL as the shipping company to deliver the products to the Customer.

2.3 Shipping Restrictions: The Customer acknowledges that specific destinations may have additional restrictions or requirements for importing alcoholic beverages. The Customer is responsible for ensuring compliance with all relevant laws and regulations of the destination country or region.

Legal Requirements:

3.1 Legal Drinking Age: The Customer acknowledges that the shipment’s recipient must be of legal drinking age as defined by the laws of the destination country or region.

3.2 Proof of Age: The shipping carrier may require the recipient to provide proof of age upon delivery. Failure to provide satisfactory proof of age may result in the shipment being returned to the Company, and additional charges may apply.

Pricing and Taxes:

4.1 Price: All prices quoted for the products and shipping services include Goods and Services Tax (GST) and Australia Excise Duty unless stated otherwise.

4.2 Customs Duties and Taxes: For shipments to destinations outside of Australia, additional customs duties, taxes, and fees may be levied by the authorities of the destination country or region. These charges are the Customer’s sole responsibility and are not included in the quoted prices. The Customer is advised to contact the relevant customs authorities for information regarding such charges.

Faulty Products:

5.1 Inspection: In the case of faulty products, the Customer must contact the Company directly within a reasonable time of receiving the shipment. The Company reserves the right to inspect the defective products, either directly or through a third party, to determine the nature and cause of the fault.

5.2 Remedies: If the product is found faulty, the Company will offer a replacement, repair, or refund by the Australian Consumer Law and any applicable warranties. The Customer must provide proof of purchase and cooperate with the Company’s assessment process.

High-Value Products:

6.1 Inspection: For high-value products, the Company reserves the right to conduct an inspection, either directly or through a third party, to verify the condition and authenticity of the product before processing the return or exchange.

6.2 Return Process: The Customer must contact the Company directly to initiate the return or exchange process for high-value products. The Company will provide further instructions and may require additional documentation or evidence to facilitate the return or exchange.

Consumer Guarantees:

7.1 Australian Consumer Law: Our services and products come with guarantees that cannot be excluded under the Australian Consumer Law. The Customer is entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. The Customer is also entitled to have the products repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.

Change of Mind Returns:

8.1 Case-by-Case Basis: Change-of-mind returns are only available at the discretion of the Company and will be assessed on a case-by-case basis.

8.2 Return Eligibility: To be eligible for a change of mind return, the product must be unopened, in its original packaging, and a resalable condition. The Customer must contact the Company directly to discuss the return and obtain approval.

8.3 Return Process: The Customer is responsible for the return shipping costs and ensuring that the product is adequately packaged to prevent damage during transit. The Company reserves the right to inspect the returned product before processing the refund or exchange.

Return and Exchange Process:

9.1 Direct Contact: The Customer must contact the Company directly through the provided email or phone number for all returns and exchanges. The Company will provide instructions and guidance on the specific return process based on the nature of the return or exchange.

9.2 Timeframe: The Customer must initiate the return or exchange within a reasonable time of receiving the shipment, as specified by the Company.

9.3 Return Shipping: The Customer is responsible for the return shipping costs unless the return is due to a faulty product or an error on the part of the Company. The Customer must ensure that the returned product is adequately packaged to prevent damage during transit.

9.4 Refund or Exchange: Upon receipt and inspection of the returned product, the Company will process the refund or exchange according to the agreed terms and conditions.

Governing Law and Jurisdiction:

This Agreement shall be governed by and construed under the laws of the State of Victoria, Australia. Any disputes arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

By using our shipping services or initiating a return, the Customer acknowledges and agrees to these Shipping and Return Terms and Conditions. The Company reserves the right to modify or amend this Agreement without prior notice. It is the Customer’s responsibility to review this Agreement periodically for any updates or changes.