IMPORTANT NOTE TO THOSE WITH FOOD ALLERGIES AND INTOLERANCES
Due to our
current packing facilities and those of our suppliers we cannot guarantee that our products have not
come into contact with, or contain traces of other products that are, or contain allergens such as
nuts, gluten, soy, dairy, egg, bee products etc.
Insect attack and
mould
If what you receive from us is being attacked by an insect, please
notify us within 48 hours of receipt. Santos Trading Pty Ltd cannot accept responsibility for an
insect infestation if not notified within 48hrs of receipt.
Food grown & stored
without herbicide or pesticide additives is 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 coolroom to prevent any issues like this arising.
Despite the best cleanliness standards at our 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 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 2-3 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 if you contact us within 48 hours of receipt.
Quarantine
Each state and territory within Australia has its own
quarantine laws and lists of permissible plant/food items 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 aren’t permissible.
Goods damaged or confiscated by Quarantine or freight companies inspecting in the presence
of quarantine inspectors are not the responsibility of Santos.
Lost or Damaged in
Transit
From time to time articles go missing or get damaged in transit – it is
rare but it does happen. Nothing will leave Santos in a damaged condition as the freight companies
would not accept them.
Once goods have left here they are the responsibility of the
freight company, not Santos, but it is worth making enquiries about possible insurance cover if you
are placing a large order as freight companies do have varying clauses etc within their policies.
For example an article could go missing and turn up a week later but have sat around a warehouse
causing goods to be heat damaged. The item is delivered in an unsatisfactory condition but who’s
responsible?
Santos staff will be happy to assist, wherever possible, in the tracking
and resolving of these issues but we are not responsible or liable for errors incurred by freight
companies.
Terms and Conditions
1. Santos Trading Pty Ltd
accepts no responsibility for goods ordered and received that conflict with your dietary
requirements eg gluten intolerance. We have clearly displayed in “Disclaimers – Allergies” what our
risks of cross contamination are. It is the responsibility of the customer to ensure that the goods
are suitable for their intended use. We reserve the right not to accept back goods that have been
purchased in error.
2. Customers must check all goods received upon receipt and before
signing for it. If this is not possible, then within 48hrs of receipt. If you are unhappy with the
quality or freshness, or if there is an insect attack, you must contact us within that 48hrs to
discuss the possibility of refund or replacement. Santos Trading Pty Ltd reserves the right to
refuse to refund or replace goods that aren’t notified to us as unsatisfactory in the 48hrs from
receipt.
3 .Customers are responsible for knowing and understanding the quarantine laws
that apply to your state (eg QLD, WA etc). Santos Trading Pty Ltd is not liable for goods ordered
and dispatched that are then confiscated or damaged through quarantine inspections.
4.
Santos Trading Pty Ltd takes no responsibility for stock damaged or lost in transit. Santos Trading
Pty Ltd staff will assist you in tracking your goods where possible but final responsibility lies
with the freight companies.
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