Ecommerce Terms & Conditions

Company: Koala Valley Produce Pty Ltd
ABN: 47 694 058 672
ACN: 694 058 672
Website: www.koalavalleyproduce.com.au
Email: info@koalavalleyproduce.com.au
Last updated: 21 June 2026

Please read these Terms & Conditions carefully before using our website or placing an order. By accessing our website, browsing our online store, creating an account, placing an order, joining a subscription, using a promotion code, contacting us, or purchasing from us, you agree to these Terms & Conditions.

If you do not agree with these Terms & Conditions, please do not use our website or place an order. These Terms & Conditions apply to retail ecommerce purchases made through the Koala Valley Produce website by customers in Australia. Separate written terms apply to wholesale, distributor, export, corporate, food service, stockist, trade, bulk ingredient, and other business-to-business arrangements.

Important note about your rights: Nothing in these Terms & Conditions excludes, restricts, or modifies any rights, guarantees, remedies, or protections you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. If anything in these Terms appears to conflict with your rights under the Australian Consumer Law, your Australian Consumer Law rights prevail.

1. Definitions

In these Terms & Conditions:

“we”, “us” and “our” means Koala Valley Produce Pty Ltd.

“you”, “your” and “customer” means the person using the website, placing an order, holding an account, subscribing, or purchasing from us.

“website” means the Koala Valley Produce website and online store.

“products” means goods offered for sale through our website, including honey, bundles, gift packs, subscriptions, and any other food or related products.

“order” means an order placed through the website or accepted by us in writing.

“subscription” means a recurring purchase arrangement, including Subscribe & Save.

“business day” means Monday to Friday, excluding Queensland public holidays.

“Australian Consumer Law” or “ACL” means Schedule 2 to the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law as applied in Queensland.

“Privacy Policy” means our privacy policy, available on our website.

2. Who Can Order

You must be at least 18 years old to place an order, create an account, or start a subscription with us.

By placing an order, you confirm that the information you provide is accurate, complete, and current, and that you are authorised to use the payment method selected at checkout.

3. Scope of These Terms

These Terms & Conditions apply to:

These Terms & Conditions do not automatically apply to wholesale trading accounts, export orders, distributor orders, B2B orders, stockist arrangements, custom commercial arrangements, trade credit accounts, or Incoterms-based export sales. Those arrangements must be agreed separately in writing.

4. Using Our Website

You agree to use our website only for lawful purposes and in a way that does not interfere with its normal operation, security, accessibility, or availability.

You must not:

5. Products and Product Information

We take reasonable care to ensure that product descriptions, prices, pack sizes, ingredients, product claims, labels, images, availability, and other information displayed on our website are accurate and up to date. Minor differences may occur between website images, product descriptions, packaging versions, label versions, batch details, and the product you receive.

Product images are for general presentation purposes. Colours may appear differently depending on lighting, photography, screen settings, device type, product batch, packaging updates, or label version. We may update labels, packaging, lids, seals, cartons, product descriptions, product names, nutritional information, storage instructions, claims, or product presentation from time to time.

6. Honey Is a Natural Product

Honey is a natural food product. Its taste, colour, aroma, texture, viscosity, thickness, crystallisation, and appearance may vary between batches and seasons. These natural variations are part of real honey and do not necessarily mean that the product is faulty.

Honey may crystallise over time. Crystallisation is a natural process and does not generally mean the honey has spoiled or is unsafe. Crystallised honey may become thicker, grainier, or paler. To soften crystallised honey, place the closed jar in warm, not boiling, water and stir gently. Avoid microwaving or overheating honey, as this may affect product quality.

Store honey in a cool, dry place away from direct sunlight and excessive heat. Keep the lid firmly closed and use a clean, dry spoon. Honey does not need refrigeration. Always read and follow the product label.

7. Important Food Safety Information

Honey is not suitable for infants under 12 months of age due to the risk of infant botulism. Our honey products are intended for people aged 12 months and older. Please keep our products out of reach of young children.

Our products are supplied as food products. They are not medicines, therapeutic goods, or medical treatments.Any information on our website, packaging, social media, emails, blog posts, product pages, or marketing material is general information only. It is not medical advice, nutritional advice, therapeutic advice, or a substitute for advice from a qualified health professional.

You should always read the product label before consuming a product. You are responsible for checking that a product is suitable for your own dietary, health, allergy, household, gifting, or personal circumstances. If you have allergies, intolerances, medical conditions, pregnancy-related concerns, immune-system concerns, diabetes, dietary restrictions, or uncertainty about whether a product is suitable for you, you should seek professional advice before consuming the product.

8. Product Claims, Origin Claims and MGO Claims

We take reasonable care to ensure that product descriptions, origin statements, product claims, and MGO-related statements are accurate and supported by supplier information, batch records, laboratory testing, product documentation, or other evidence where applicable.

Where a product is described as Australian, Product of Australia, Australian honey, Australian Manuka honey, Australian multifloral honey, or similar, that description applies to the product as supplied and labelled and reflects our supplier and batch information.

Where a product shows an MGO rating, “MGO” refers to methylglyoxal content measured in milligrams per kilogram, or mg/kg. MGO occurs naturally in Manuka honey.

Because honey is a natural product, MGO levels reflect the tested batch and may vary between batches. An MGO rating is a measure of methylglyoxal content only. It is not a promise of any particular health, wellness, medical, therapeutic, or personal outcome.

Our honey is sold as a premium food product. It is not a medicine or therapeutic good. Statements about our honey are not intended to diagnose, treat, cure, or prevent any disease or medical condition.Unless expressly stated, our products are not represented as being certified by any third-party certification body, association, grading scheme, or trademark owner.We may update product descriptions, claim wording, labels, and supporting information to reflect legal requirements, supplier information, batch data, compliance advice, or improved accuracy. Nothing on our website should be interpreted as a guarantee that a product will produce a specific health outcome, therapeutic benefit, wellness result, or personal result.

9. Product Availability

All products are subject to availability.We may withdraw, pause, limit, replace, or discontinue any product, bundle, subscription option, gift pack, promotional offer, SKU, pack size, or product range at any time.

If a product becomes unavailable after you place an order, we will contact you where practical and offer an alternative, cancellation, or refund of the affected item.

Acting reasonably, we may refuse, cancel, or refund an order if:

If we cancel an order after payment has been received, we will refund the amount paid for the cancelled item or order using the original payment method where reasonably possible.

10. Orders and Acceptance

When you place an order through our website, you are making an offer to purchase the products in your cart.After placing an order, you will receive an order confirmation email. This confirms that your order has been received but does not necessarily mean that we have accepted the order.

Your order is accepted when we process it for dispatch or otherwise confirm acceptance in writing.

Please check your order carefully before submitting it. You are responsible for ensuring that all order details are accurate, including:

We are not responsible for errors caused by incorrect or incomplete information supplied by you, except to the extent required by law. If you place separate orders, we may be unable to combine them. Separate shipping fees may apply.

11. Order Changes and Cancellations

Please check your order carefully before submitting it. Once an order has been placed, we may not be able to change or cancel it, especially if it has already been processed, packed, or dispatched. If you need to request a change, please contact us as soon as possible at info@koalavalleyproduce.com.au with your order number.We will try to assist where reasonable, but we do not guarantee that order changes or cancellations can be made after checkout.

12. Prices, GST and Currency

All prices displayed on our website are in Australian dollars unless stated otherwise.Prices may change at any time without prior notice. The price payable is the price displayed at checkout at the time you place your order, subject to correction of genuine errors.

Product prices do not include shipping unless stated otherwise. For Australian retail ecommerce orders, prices are displayed inclusive of GST where GST applies. Some basic food products, including certain honey products, may be GST-free under Australian GST rules. If GST treatment changes, or if a product is bundled with taxable items, the GST treatment may differ.

We may correct any genuine pricing, promotional, shipping, product, or checkout error. If an error affects your order, we may contact you to confirm whether you wish to proceed at the corrected price or cancel the affected item or order.

13. Payment

Full payment is required at the time of order unless we agree otherwise in writing. Orders will not be processed or dispatched until payment has been authorised and received. We accept the payment methods displayed at checkout, which may include credit card, debit card, PayPal, Apple Pay, Google Pay, Stripe, Afterpay, or other payment providers depending on the website settings available at the time.

Payments may be processed by third-party payment providers. We do not control their internal systems, payment approval processes, security checks, account decisions, fees, or terms. If your payment is declined, reversed, cancelled, charged back, flagged, or not authorised, your order may be cancelled or delayed.You must not use a payment method unless you are authorised to use it.

14. Promotions and Discount Codes:

From time to time, we may offer promotion codes, discounts, launch offers, bundle offers, free shipping offers, social media offers, seasonal campaigns, gift-with-purchase offers, loyalty offers, or other promotions.

Unless stated otherwise:

If a promotion is affected by genuine error, misuse, fraud, technical issue, or unintended discount stacking, we may cancel, correct, or refuse the promotion or affected order, acting reasonably.

15. Subscriptions and Subscribe & Save

Where we offer a subscription service, including Subscribe & Save, this section applies.

A subscription allows you to receive selected products on a recurring basis at the frequency you choose.

Available subscription frequencies may include monthly, every two months, every three months, or other options displayed on the website. By starting a subscription, you authorise us and our payment provider to charge your nominated payment method for each recurring order until your subscription is cancelled, paused, skipped, or otherwise ended in accordance with these Terms & Conditions.

Subscription benefits may include a recurring discount, convenience, selected bundles, free shipping, early access, or other benefits as advertised at the time.

You are responsible for managing your subscription details, including:

You can manage, pause, skip, or cancel your subscription at any time through your customer account, through any cancellation option displayed on our website, or by contacting us at info@koalavalleyproduce.com.au.

Please make any changes, pauses, skips, or cancellations before your next renewal date. Once a subscription order has been processed, packed, or dispatched, it may not be possible to change or cancel that order.

If your payment fails, we may notify you and attempt to process the payment again. If payment remains unsuccessful, we may pause, cancel, delay, or not dispatch the subscription order.

Where practical, we may send subscription notices or reminders before renewal, but you remain responsible for managing your subscription before the renewal date.

If we change subscription pricing, product availability, shipping benefits, or material subscription terms, we will take reasonable steps to notify affected subscribers before the change applies to future orders.

We may cancel or suspend a subscription if a product becomes unavailable, shipping becomes unavailable, payment repeatedly fails, the subscription is misused, or we reasonably consider that the subscription is being used for unauthorised resale or commercial purchasing.

16. Shipping and Delivery:

We currently ship retail ecommerce orders only to Australian addresses accepted by our checkout and delivery providers, unless we agree otherwise in writing.

Due to biosecurity and quarantine regulations, our products cannot currently be shipped to:

International delivery is also unavailable at this time. We may deliver to residential addresses, business addresses, PO Boxes, parcel lockers, or other delivery options where supported by the carrier and accepted at checkout.

We aim to process and dispatch orders within 1–3 business days after payment is received, unless a different timeframe is displayed on our website or order confirmation. Processing and dispatch times may vary depending on stock availability, order volume, public holidays, courier access, weather, operational constraints, or other circumstances.

Delivery times after dispatch are estimates only. Actual delivery times may vary depending on location, courier performance, regional access, public holidays, weather, flooding, bushfires, transport delays, courier disruptions, or other events outside our reasonable control.

We will provide tracking information where tracking is available. Tracking updates are controlled by the carrier and may not always update immediately.

Please check your delivery details carefully at checkout. We are not responsible for delays, failed delivery, or non-delivery caused by incorrect or incomplete delivery details supplied by you, unattended delivery locations, inaccessible premises, failed delivery attempts, customer absence, or failure to collect a parcel from a collection point, except to the extent required by law.

If a parcel is returned to us because of incorrect details, failed delivery, or failure to collect, a re-delivery fee may apply.

Title to the products passes to you once we receive full payment. Risk passes to you on delivery to your nominated address, or, where you have authorised delivery without signature, when the parcel is left as instructed.

If tracking shows your order as delivered but you cannot find it, please contact us within a reasonable time. We will investigate with the carrier and work with you to resolve the issue where reasonable and where required by law.

Weather, flooding, bushfire, carrier disruption, public holidays, and similar events can delay delivery. We will assist where reasonable, and this does not affect your rights under Australian Consumer Law.

17. Biosecurity and Delivery Restrictions

Honey and other food products may be subject to Australian state, territory, interstate, quarantine, biosecurity, carrier, or product movement restrictions.Due to biosecurity and quarantine regulations, our products cannot currently be shipped to Western Australia, the Northern Territory, Norfolk Island, or Kangaroo Island. International delivery is also unavailable at this time.We do not guarantee delivery to every Australian location.Delivery availability may depend on checkout settings, carrier access, biosecurity rules, quarantine requirements, and other legal or operational restrictions.

If an order is placed for a restricted delivery location, or if we identify a delivery restriction after the order is placed, we may contact you, cancel the order, refund the affected item or order, or make alternative arrangements where lawful and practical.We may update our delivery areas from time to time. Please check the shipping information on our website before placing an order.

18. Damaged, Missing or Incorrect Orders

We pack every order with care, but occasionally things may go wrong in transit.

If your order arrives damaged, leaking, broken, missing items, incomplete, incorrect, or affected by a delivery issue, please contact us as soon as possible at info@koalavalleyproduce.com.au.

To help us assess the issue, please provide:

For damaged goods, please contact us within 7 days of delivery where possible. This helps us investigate the issue and raise a claim with the carrier if required. This timeframe does not limit any rights you may have under Australian Consumer Law.

Please keep the product, packaging, shipping label, and damaged goods until we have had a reasonable opportunity to assess the issue, unless it is unsafe to keep them.

Depending on the circumstances, we may offer a replacement, refund, partial refund, or another remedy in accordance with Australian Consumer Law.

19. Your Consumer Rights, Returns and Refunds

Your rights come first.Our products come with guarantees that cannot be excluded under the Australian Consumer Law. These rights apply regardless of anything else in these Terms & Conditions.

You may be entitled to a refund, replacement, repair, compensation, or another remedy if a product has a major problem, is unsafe, is not of acceptable quality, is not fit for a disclosed purpose, does not match its description, or otherwise fails to meet a consumer guarantee.

If a product has a major problem, you may be entitled to choose a refund or replacement and may be entitled to compensation for any other reasonably foreseeable loss. If a problem is minor, we may provide an appropriate remedy in accordance with Australian Consumer Law.

If something is wrong with your order or product, please contact us at info@koalavalleyproduce.com.au with your order number, a brief description of the issue, and photos where relevant. We would rather fix a problem fairly than lose your trust.

We may ask for proof of purchase before providing a remedy. Proof of purchase may include an order confirmation, receipt, tax invoice, payment record, bank statement, or other document showing the purchase.

Because our products are food products, we do not accept change-of-mind returns or exchanges once an order has been dispatched, unless we agree otherwise or unless required by law.

This includes where:

This does not affect your rights if a product is faulty, unsafe, damaged, incorrect, not as described, or does not comply with Australian Consumer Law.Please do not return a product without contacting us first. Where a return is required, we will tell you how to return the product. If a returned product is assessed and found not to have a problem covered by Australian Consumer Law, we may decline the refund, replacement, or exchange. Approved refunds will usually be processed to the original payment method used for the order, unless we agree otherwise or the original method is unavailable.

Refund processing times may depend on your bank, card issuer, payment provider, or platform.

If only part of an order is refunded, shipping fees may not be refunded unless required by Australian Consumer Law or unless we agree otherwise.Where a refund relates to a faulty, damaged, incorrect, or misdescribed product, shipping and return costs will be handled in accordance with Australian Consumer Law.

20. Product Recalls

If a product recall is required, we will take reasonable steps to notify affected customers where we have sufficient customer details.A recall may occur because of contamination, incorrect labelling, undeclared allergen, packaging issue, foreign matter, quality issue, product safety issue, regulatory direction, supplier notification, or another food safety concern. If a product recall affects your order, you agree that we may contact you using the contact details provided at checkout, including by email, phone, SMS, post, or another reasonable method.

If you receive a recall notice, you must follow the instructions in the recall notice.

You should not consume, gift, resell, dispose of, or return recalled product except in accordance with the recall instructions.We may publish recall information on our website, social media, email channels, or other customer communication channels where appropriate.

21. Customer Accounts

You may be able to create a customer account on our website.You are responsible for keeping your login details secure and confidential. You are responsible for all activity under your account unless the activity is caused by our error or a security issue within our control.You must notify us promptly if you believe your account has been accessed without authorisation.We may suspend or close an account if we reasonably believe it has been misused, compromised, used for fraud, used for unauthorised resale, or used in breach of these Terms & Conditions.Your personal information is handled in accordance with our Privacy Policy.

22. Gift Orders

If you place an order for delivery to another person, you confirm that you have permission to provide that person’s name, delivery address, phone number, email address, or other information needed to fulfil the order.You are responsible for ensuring that the recipient’s details are accurate.

23. Reviews, Testimonials and User Content

If you submit a review, testimonial, comment, image, video, social media tag, message, or other user-generated content relating to our products or business, you grant us a non-exclusive, royalty-free licence to use, reproduce, publish, edit, display, and share that content for business, marketing, website, social media, customer service, and promotional purposes.You confirm that any content you submit is yours to share and does not infringe another person’s rights.

You must not submit content that:

We may moderate, edit, refuse, or remove reviews or user content that we reasonably consider false, misleading, offensive, abusive, irrelevant, defamatory, unlawful, spam-like, or otherwise inappropriate.

24. Marketing Communications and Privacy

If you subscribe to our mailing list, create an account, place an order, join a subscription, enter a promotion, or otherwise provide your contact details, we may send you transactional messages relating to your order or account.Transactional messages may include order confirmations, payment confirmations, dispatch updates, tracking updates, subscription notices, failed payment notices, customer service messages, recall notices, or account notices.

We may also send marketing messages where we have your consent or where permitted by law. Marketing messages may include product updates, launch announcements, offers, subscription offers, gift pack promotions, seasonal campaigns, educational content, or other Koala Valley Produce updates.You can unsubscribe from marketing emails by using the unsubscribe link or contacting us.Transactional, safety, recall, subscription, and order-related messages may still be sent where necessary. We collect, use, store, and disclose personal information in accordance with our Privacy Policy, available on our website.

25. Website Accuracy and Availability

We take reasonable care to maintain the website and keep information accurate.However, we do not guarantee that the website will always be uninterrupted, error-free, secure, current, or available.The website may be unavailable because of maintenance, updates, hosting issues, cyber incidents, third-party platform issues, internet outages, payment gateway issues, app integrations, or events outside our control.

We may update, change, suspend, remove, or discontinue any part of the website at any time.

We are not liable for loss caused by temporary website unavailability, technical errors, third-party platform failures, or checkout interruptions, except to the extent required by law.

26. Third-Party Platforms and Services

Our website may use third-party platforms and service providers, including ecommerce platforms, payment gateways, courier services, email providers, analytics tools, review tools, social media platforms, website apps, accounting integrations, inventory systems, and fraud-prevention tools. Third-party services may be governed by their own terms and conditions and privacy policies.We are not responsible for third-party websites, platforms, services, policies, outages, delays, errors, security incidents, fees, or terms, except to the extent required by law.

27. Intellectual Property

All intellectual property on our website belongs to Koala Valley Produce Pty Ltd or is used with permission.This includes business names, brand names, logos, product names, product descriptions, images, photography, videos, website text, graphics, icons, label designs, packaging designs, layout, recipes, educational content, social media content, and other material.You may use website content for personal, non-commercial browsing and purchasing only. You must not copy, reproduce, adapt, publish, distribute, display, sell, license, scrape, or commercially exploit our content without written permission.Nothing on our website transfers ownership of intellectual property rights to you.

28. No Unauthorised Resale

Products purchased through our website are intended for personal use, household use, or gifting unless we agree otherwise in writing.You must not commercially resell, relabel, repackage, export, distribute, advertise, or supply our products to a third party for trade purposes without our written approval.If we reasonably believe that an order is for unauthorised resale, export, marketplace listing, parallel trade, or commercial distribution, we may refuse, limit, cancel, or refund the order.Wholesale, distributor, stockist, export, corporate, food service, and trade customers must contact us separately for written terms.

29. Consumer Guarantees and Our Liability

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms & Conditions excludes, restricts, or modifies any guarantee, right, remedy, or protection you have under Australian Consumer Law or any other law that cannot lawfully be excluded.Subject to those rights, and to the extent the law allows, we are not liable for loss or damage that was not reasonably foreseeable, was caused by something outside our reasonable control, was caused by your misuse of a product, or was caused by your failure to follow product label or storage instructions.To the extent the law allows, and without limiting your Australian Consumer Law rights, our liability to you for any other loss is limited to the price you paid for the affected product.

30. If Something Goes Wrong

If you are not happy with something, please contact us first at info@koalavalleyproduce.com.au. Please include your order number and a clear description of the issue where relevant. We will review your concern and try to resolve it promptly and fairly.You also keep all rights you may have under Australian Consumer Law and may contact the ACCC or your state or territory consumer protection agency.

31. Changes to These Terms & Conditions

We may update these Terms & Conditions from time to time.The version published on our website at the time you place an order will apply to that order, unless a change is required by law or relates to an ongoing subscription.For subscriptions, updated terms may apply to future subscription orders after the updated terms are published or notified to you.We will not use changes to these Terms & Conditions to avoid obligations that have already arisen under Australian Consumer Law. Please review these Terms & Conditions whenever you use the website or place an order.

32. General

If any part of these Terms & Conditions is found to be invalid or unenforceable, that part is severed and the rest continues to apply. If we do not enforce a term immediately, this does not mean we waive our right to enforce it later. We may assign or transfer these Terms & Conditions in connection with a sale, restructure, merger, or transfer of our business, provided this does not affect your rights under Australian Consumer Law.We are not responsible for delays or failures caused by events beyond our reasonable control, such as extreme weather, natural disaster, carrier disruption, power or internet outages, pandemic, government action, or other events outside our control. This does not affect your Australian Consumer Law rights.

33. Governing Law

These Terms & Conditions are governed by the laws of Queensland, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Queensland and the courts entitled to hear appeals from those courts.

34. Contact Us

For questions about these Terms & Conditions, your order, returns, damaged goods, subscriptions, or our products, please contact: info@koalavalleyproduce.com.au