Returns, Refunds & Claims Policy
Bluecrest Australia Pty Ltd
ABN: 55 612 368 555
Effective Date: 09 October 2016
1. Overview
At Bluecrest Australia Pty Ltd, we are committed to providing quality products and reliable service to our wholesale customers.
This policy outlines the conditions and procedures for reporting delivery discrepancies, damaged or defective products, and requesting returns, replacements or credits.
2. Reporting Issues and Delivery Discrepancies
Customers must inspect their goods immediately upon receiving delivery.
For any delivery-related issue, customers must immediately inform either the salesperson responsible for their order or the Bluecrest Australia office.
The following reporting timeframes apply:
– Frozen and refrigerated products: Within 3 hours of delivery.
Dry and ambient products: Within 48 hours of delivery.
These timeframes apply to visible shortages, incorrect products, quantity discrepancies, damaged packaging and other delivery-related issues.
Any visibly damaged or defective goods must be reported to the responsible salesperson or Bluecrest office immediately upon receiving delivery.
Issues that could not reasonably be identified during the initial inspection should be reported as soon as they are discovered.
Claims made outside the stated reporting periods may not be accepted under our standard returns arrangements, except where required by applicable law.
3. Frozen and Refrigerated Product Returns
Due to the perishable nature of frozen and refrigerated products, strict return conditions apply.
– Customers must report any issue or request a return within **3 hours of receiving delivery**.
– No discretionary returns of frozen goods will be accepted after the 3-hour reporting period.
– All returns must receive prior approval from Bluecrest Australia.
– Frozen products must remain continuously stored at or below -18°C unless otherwise specified.
– Refrigerated products must be maintained at the appropriate temperature according to their storage requirements.
– Products must not be thawed, refrozen, contaminated or improperly handled.
Important: Once a return has been reported and approved within the required timeframe, the physical collection may take place during the next scheduled delivery, provided the products have been stored correctly and remain safe for collection.
Any statutory rights or remedies applicable to defective or unsafe goods remain unaffected.
4. Damaged, Defective or Incorrect Products
Customers receiving damaged, defective, incorrect or missing products must notify their responsible salesperson or the Bluecrest Australia office immediately upon delivery.
Customers should provide photographs and relevant product information to assist with the investigation.
Bluecrest Australia will assess reported issues and, where appropriate, arrange a replacement, credit note or refund.
Claims may be declined where evidence establishes that the damage or deterioration occurred due to improper storage, handling or other circumstances after delivery for which Bluecrest Australia is not responsible, subject to applicable law.
5. Change of Mind and Incorrect Orders
Bluecrest Australia does not generally accept returns for:
– Change of mind.
– Products incorrectly ordered by customers.
– Overstocked or slow-moving products.
– Products that customers are unable to sell.
– Products damaged due to improper handling or storage after delivery.
Any exception must be approved by Bluecrest Australia.
These restrictions do not affect any rights or remedies available under applicable law.
6. Return Authorisation
All return requests must be reported to the responsible salesperson or Bluecrest Australia office within the applicable timeframe.
Customers must provide the following information:
1. Business name and contact details.
2. Invoice number, delivery date and approximate time of delivery.
3. Product name and quantity affected.
4. Reason for the return or complaint.
5. Supporting photographs, where applicable.
Bluecrest Australia may request additional information before approving a return or issuing a credit.
Customers must not return goods without prior authorisation, except where applicable law provides otherwise.
7. Collection and Return of Goods
Approved returns will generally be collected by Bluecrest Australia’s delivery team during the next scheduled delivery to the customer.
Until collection is completed:
– Customers must keep the products in their original packaging where reasonably practicable.
– Frozen products must remain stored at or below -18°C.
– Refrigerated products must remain under appropriate refrigeration.
– Dry products must be stored in a clean, dry and suitable environment.
– Products must be protected from contamination, damage and deterioration.
Customers are responsible for maintaining suitable storage conditions until the approved return has been collected.
Bluecrest Australia may refuse a discretionary return if the products have not been stored correctly or are no longer in an acceptable condition.
8. Credits, Replacements and Refunds
Once a return or claim has been reviewed and approved, Bluecrest Australia may provide:
– **Credit Note:** Credit applied to the customer’s account for future purchases, where agreed and legally permitted.
– **Replacement:** Replacement of the affected products where appropriate.
– **Refund:** Refund of the applicable amount where agreed or required by law.
The resolution will depend on the circumstances of the claim and applicable legal requirements.
9. Food Safety and Product Recalls
If any product is suspected to be unsafe, contaminated or subject to a recall, customers must immediately stop selling or distributing the affected goods and contact Bluecrest Australia.
Customers must follow any relevant instructions regarding segregation, storage, collection, return or disposal.
Food safety concerns must be reported as soon as identified, regardless of the standard reporting periods.
10. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
Consumer guarantees generally do not apply to goods purchased for resupply. However, other statutory and contractual rights may apply to wholesale transactions.
Where consumer guarantees do apply, the reporting timeframes and return conditions in this policy do not limit the customer’s statutory rights.
11. Contact Information
For returns, damaged goods, delivery discrepancies or product complaints, please contact the salesperson responsible for your order or our office.
Bluecrest Australia Pty Ltd**
Unit 8, 3 Lancaster Street
Ingleburn NSW 2565, Australia
Email:admin@bluecrestaustralia.com.au
Office Mobile: +61 466 099 499
Please provide your invoice number, delivery date and approximate delivery time when submitting a claim.
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*Bluecrest Australia Pty Ltd reserves the right to amend this policy from time to time, subject to applicable laws and existing contractual obligations.*