Australian Balm has been designed to make your shopping experience as safe and enjoyable as possible. These terms and conditions set out the basis on which you can use the Australian Balm website and services. We wish to draw your attention to our terms of purchase and our Privacy Policy and Cookies Policy. If you are under 16 you must let your parent or guardian know about Australian Balm's Privacy Policy before you use this website or any of its services. We reserve the right to only accept orders from those over 18. If you have any questions regarding our products or services, please do not hesitate to contact us.
Customer Service
In order to provide you with the best possible service, we welcome any questions, comments and suggestions about our products and services. The best way to contact us is through the Contact Us' section in our website, through our live chat, or by leaving a chat message if an agent is not available.
If you have not received a reply from us there could be a few reasons why:
- Your email address may have been entered incorrectly.
- Your email was lost and hasn't come through.
- Our reply has been blocked by your spam filter and it has been sent to your junk folder.
If you do not receive a reply within 2 working days please contact us again, ideally from another email address, or by a different method.
1. General
This website www.Australian Balm.com is owned and operated by Australian Balm Ltd ('Australian Balm' or 'us' or 'we'). Australian Balm is the trademark of Australian Balm Ltd. We are registered in England & Wales (registration no. 13079028). Our company address is: The Plaza, 535 Kings Road, London, SW10 0SZ.
If you want to ask us anything about these terms and conditions or have any comments on or about our website, please email our customer service team via our Contact Us form.
'We' or 'Us' means Australian Balm. 'You' means the person whose order is accepted by Australian Balm. The 'Recipient' means the person who receives the purchase bought through www.Australian Balm.com.
2. Prices and Content
Australian Balm takes the utmost care to ensure prices and the content of this website, including product descriptions, photographs and ingredients, are accurate and correct at the time of publishing. All prices are shown in Pound Sterling and exclude post and package charges. Prices may change over time. Australian Balm will only accept orders if there are no material errors in the description of the merchandise or its price as advertised on this website. In the event of an error or other content related issue, Australian Balm reserves the right to correct such error without notification. Australian Balm also reserves the right to cancel any order that may have been made under the pretense of such error. All prices are displayed including VAT and exclusive of delivery charges.
All items are subject to availability. Validly stated prices on our website remain in effect for so long as the merchandise is available or as otherwise stated on our website. We will inform you as soon as possible if the goods you have ordered are not available and if or when they will be available again.
3. Products and Availability
Australian Balm purchases its products directly from authorised distributors, providing you with an extra guarantee of quality and assurance. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase. Products can vary in texture, smell and consistency within each batch due to the natural ingredients. Also please be aware that we cannot be held responsible on stock affected by circumstances beyond our control.
Product information, including product descriptions, brand information, colour charts, photographs and ingredients, are displayed on Australian Balm as provided by the manufacturer or brand authorised agent and Australian Balm cannot accept responsibility for any omissions or errors in this information. Independent test have not been performed to verify the accuracy of product claims or ingredient inclusions or omissions.
Every care has been taken to ensure that all product descriptions and colours are as accurate as possible at the time of publishing but we cannot accept responsibility for any omissions or errors in this information. Accuracy of colours and colour charts is not guaranteed because each computer displays colours in slightly different ways.
We reserve the right to limit or cancel orders that, in our sole judgement, appear to be placed by dealers, resellers or distributors. We may also at our sole discretion, limit or cancel quantities purchased per person, per address or per order. When availability of any product is restricted for any reason, a full refund will be provided for the items cancelled.
4. Gift, Promo and Voucher Codes
Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When entered correctly the Voucher Code discount will show in your basket. A Voucher Code discount cannot be added to your order after your order has been paid and confirmed.
When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples and minis. When returning items from your order, if you used a discount voucher and your order no longer qualifies, the voucher value will be deducted from your refund.
Voucher Codes are subject to the following exclusions: Samples and Australian Balm Boxes, Discount codes exclude all sale items.
5. Payment
You can pay your purchases by credit/debit card. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.
We accept payment by Visa, Mastercard, EuroCard, Maestro, Delta, Solo and JCB cards. Please ensure that the details You enter are correct. Please note that all credit/debit cardholders are subject to validation checks and authorisation by the issuer of the card. If the issuer of your payment card refuses to pay or does not for any reason authorise payment to Australian Balm, we will not be liable for any delay or non-delivery of merchandise. We retain the legal ownership of all merchandise until full payment has been made by you and received by us and legal ownership of the merchandise will immediately transfer back to us if we refund any payment for the merchandise to you. Risk in the merchandise transfers to you upon delivery.
6. Order Confirmation & Dispatch Confirmation
Once you place an order with us, we will send you an email acknowledging the details of your order. This email is not an acceptance of your order, just a confirmation that we have received it and we are processing it. We may refuse to accept a transaction for any reason to anyone at any time at our sole discretion without any liability.
Acceptance of your order and completion of the contract between us will happen when we email you a Dispatch Confirmation stating the goods have been dispatched. The sale contract is therefore concluded in England and the language of the contract is English.
If you have not received a confirmation email from us there could be a few reasons why:
- Your email address may have been entered incorrectly.
- Your email was lost and hasn't come through.
- Your confirmation email has been blocked by your spam filter and it has been sent to your junk folder.
Alternatively, please get in touch with us and we will be happy to investigate further.
7. Cancellations and Returns
Please see our Return Policy.
8. Delivery
See our Shipping Policy information for details.
9. Privacy & Security
Our privacy policy, which sets out how we will use your information, can be found at Privacy Policy By using this Website, you consent to the processing described therein and warrant that all data provided by you is accurate.
10. Intellectual property
The trade marks, logos and service marks ('intellectual property') displayed on our website are the registered and unregistered marks of Australian Balm, our affiliates, our licensors and/or our and are protected by UK and international trade mark laws. Except in connection with placing an order for merchandise or as required by applicable law, you may not use, reproduce, duplicate, copy, sell, resell, access, modify or otherwise exploit our intellectual property or that of our suppliers without our or their prior written consent.
11. Complaints
We operate a complaints handling procedure which we will use to try to resolve disputes when they first arise, please let us know if you have any complaints or comments.
12. Product Liability
Australian Balm shall not be held liable for any damages, injury or illness caused by the misuse of any product. It is the sole responsibility of the customer to read all product instructions carefully, to use the product strictly for the purpose it was designed for, and to ensure that the product is used in a safe and reasonable manner. Australian Balm shall not be held responsible for any damages, injury or illness that occur due to an allergic reaction, or as the result of any other unforeseen occurrence.
13. Statutory rights
Nothing contained in these Terms and Conditions of Sale affects or will affect the statutory rights of the Customer or the Recipient in relation to the quality, fitness or description of the goods supplied.
14. Changes to legal notices
We reserve the right to change these terms & conditions from time to time and we encourage you to review them as often as possible. Any changes are effective immediately upon posting to the website.
15. Law
Any dispute to be governed by English Law.
We meet our obligations under the consumer protection laws currently in force, including:
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
The Consumer Protection (Distance Selling) Regulations 2000.
The Consumer Protection Act 1987.
The Data Protection Act 1998.
The Sale of Goods Act 1979.
The Supply of Goods and Services Act 1982.
The Consumer Credit Act 1974.
The Trade Descriptions Act 1968.
The Unfair Contract Terms Act 1977 and the 1999 Regulations.
16. Limitation of liability
The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Australian Balm makes no representations or warranties in connection with this website, whether express or implied, including but not limited to warranties of satisfactory quality, non-infringement or fitness for a particular purpose, except to the extent such warranties are not legally excludable.
Australian Balm is not responsible for any direct or indirect loss or damage incurred by a customer due to delayed or lack of delivery of goods regardless of the method of delivery. Your statutory rights are not affected.
17. Disclaimer : Links
This website may contain links to other websites operated by parties other than Australian Balm. Such links are provided for your convenience only. Australian Balm does not control such websites and is not responsible for their contents. Australian Balm's inclusion of links does not imply any endorsement of the material on such websites or any association with their operators. All links made to such other sites are made at your own risk and we accept no responsibility for any linked sites.
SECURITY
Australian Balm on-line ordering service is fully secure. Our payment systems provider uses the very latest industry standard Secure Sockets Layer (SSL) encryption technology to allow for the encryption of potentially sensitive information and to ensure absolute safety.
All credit card transactions processed from this site use 128 bit encryption to create a safe and secure shopping experience for you. Once you get to the payment stage, you will enter a secure area and your credit card details are handled by the highest security standards available. If you have any questions/comments regarding privacy or security, please do not hesitate to contact Australian Balm.
DELIVERY
Please see our Shipping Policy
PROCESSING
We usually start processing orders as soon as they are received. We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours though it may take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.
Once an order has been placed, our immediate processing means we are not able to stop it being dispatched, even if you have not received your Dispatch Confirmation or you email us to cancel your order immediately after placing it. We will be happy to assist you return your order once you have received it.
- Out of Stock Products
In the event that a product that you have ordered is out of stock, we will contact you immediately to discuss available options.
- Multiple Orders
If you place multiple orders within a short period of time (generally 24-48 hours), your orders may be consolidated and delivered as a single order. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, we will send you a confirmation e-mail to advise there is more than one parcel.
- Limited Availability
If due to limited product availability, we restrict or cancel quantities purchased per person, per address or per order, we will inform you as soon as possible and we will provide a full refund for the items cancelled.
WRONG ADDDRESS / CORRECTIONS
We are not able to make address changes or corrections to orders once placed. If the delivery address provided by you at checkout is incorrect or incomplete, we are not responsible for the lost of your order. In the case your address is incorrect or incomplete, your order may be returned to us or the courier may apply a charge to your delivery cost which we will add to your order. Note that we will do this independently of our free delivery offer. If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address.
If you would like any additional information about deliveries to the UK or internationally, please, contact our customer service team via our Contact Us .
RETURNS
Please see our Return Policy
WITHOUT EXCEPTION WE WILL NOT ACCEPT RETURNS ON OPENED OR USED ITEMS.
DAMAGED, MISSING OR WRONG ITEMS
We recommend that you inspect your entire order upon delivery. If an item arrives damaged or in error, please our customer service team as soon as possible through our Contact form or through our live chat, with your order number and a photograph to show the damaged or wrong product. We will then advise on how to proceed.
If an item is missing from your order, please inspect the parcel for any damage or signs that is has been tampered with. If there are any signs of damage to the parcel, please contact our customer service team as soon as possible, with your order number and a photograph. We will then advise on how to proceed.
Damages, defects, missing items or any errors not reported within 7 working days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered to you free of charge and we will ask you to return the damaged or wrong item in its original packaging.
Your statutory rights are not affected.
CANCELLATIONS
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order for a full refund within 7 working days from the date of receipt of the goods if you send your notice of cancellation in writing and return the goods to Australian Balm in their original, unopened and unused condition. This does not apply to Special Offers or items that are listed as non-returnable for reasons of hygiene. Please note that credit card charges are not refunded.
Please see our Return Policy.