Refund policy

Cancellations

Your order may be cancelled prior to the order being shipped. No fees or charges will be applied to such cancellations. However, once an order is shipped cancellations will not be accepted due to the perishable nature of our goods. We may cancel any part of an order, even orders we have accepted, without liability, if the ordered products are unavailable, there is an error in the price or product description on the site or if the order has been placed in breach of these terms and conditions. We will provide reasonable notice if such a cancellation is required.

Delivery

Your order will be delivered by a third-party courier. We use an overnight courier to deliver our products; however, we do not guarantee that orders will be delivered in that timeframe. Delivery to some regional parts of Australia can take longer and we will pack additional ice in these instances to ensure the order will travel better.

We will do our best to deliver on the date requested but we cannot guarantee delivery at a certain time.

It is best if someone is available to receive and sign for the delivery but our couriers will leave a parcel without a signature if no one is available. Unless requested otherwise, all parcels will be sent with Authority to Leave instructions.

Please ensure that delivery address and contact information is correct as we will not be responsible for non-delivery due to incorrect address.

Prices

All prices on this website are in Australian dollars inclusive of GST. Freight is charged separately and is calculated and displayed during checkout.

Title and Risk

Liability for product defects and delivery issues remain with us until the product has been delivered. However, once the product has been delivered title and risk falls to the recipient, this includes where delivery is made without a signature or someone to receive delivery.

Quality Issues/Refunds

We take great pride in the quality of our products and we aim to ensure that they reach you in the best condition possible. Please check your order as soon as possible after receiving it and inspect it for quality.

If you have any concerns regarding the quality of the products or there is damage to the package please contact us as soon as possible call us on (03) 6331 6983 or email us at admin@pyenganadairy.com.au. If you can, send us images that will help us process your claim and investigate the cause of the issue. Where product quality is compromised or damaged in transit we can send a replacement order or provide a refund.

No claim for product quality deterioration or damage can be processed unless we are notified as soon as possible. Claims will also not be accepted for issues regarding product quality in the following circumstances:

  • delayed deliveries due to weather problems
  • incorrect delivery addresses
  • deliveries to recipients who are not home or are unable to receive parcels
  • unopened parcels.