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.
|
