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.
|
