电子商务条款及细则
Company: Koala Valley Produce Pty Ltd
Last updated: 2nd of May 2026
Website: www.koalavalleyproduce.com.au
Email: info@koalavalleyproduce.com.au
ABN: 47 694 058 672
ACN: 694 058 672
Please read these Terms & Conditions carefully before using our website or placing an order with Koala Valley Produce Pty Ltd.
By accessing our website, browsing our online store, creating an account, placing an order, joining a subscription, using a promotional code, contacting us through the website, or purchasing from us online, you agree to these Terms & Conditions.
If you do not agree with these Terms & Conditions, you should not use our website or place an order.
These Terms & Conditions apply to retail ecommerce purchases made through the Koala Valley Produce website. Separate written terms may apply to wholesale, distributor, export, corporate, food service, trade, bulk ingredient, or B2B orders.
Definitions:
In these Terms & Conditions:
“we”, “us”, “our” means Koala Valley Produce Pty Ltd.
“you”, “your”, “customer” means the person using the website, placing an order, creating 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” means Schedule 2 to the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law as applied in Queensland.
Scope of These Terms:
These Terms & Conditions apply to:
retail ecommerce purchases made through our website;
use of our website;
customer accounts;
online checkout;
retail subscriptions;
promotion codes;
online product information;
shipping and delivery of retail orders;
customer service for ecommerce orders;
returns, refunds, damaged goods, and complaints relating to ecommerce orders.
These Terms & Conditions do not automatically apply to:
wholesale trading accounts;
export orders;
distributor orders;
B2B orders;
custom commercial arrangements;
trade credit accounts;
Incoterms-based export sales;
Website Use:
You agree to use our website only for lawful purposes and in a way that does not interfere with the normal operation, security, accessibility, or integrity of the website.
You must not:
use the website for fraudulent, misleading, abusive, unlawful, or harmful purposes;
attempt to gain unauthorised access to our website, systems, customer accounts, payment systems, hosting, or integrations;
introduce viruses, malware, bots, scraping tools, or harmful code;
copy, scrape, reproduce, or commercially exploit website content without written consent;
misrepresent your identity, authority, payment details, billing details, or delivery details;
use our website to harass, threaten, offend, or harm another person;
use our website for unauthorised resale, export, parallel trade, or commercial distribution.
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.
However, 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 update, 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.
Honey as a Natural Product:
Honey is a natural food product. Taste, colour, aroma, texture, viscosity, thickness, crystallisation, and appearance may vary between batches.
These natural variations 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. Please follow the product label, storage instructions, or contact us if you have questions about your product.
Food Safety and Suitability:
Our products are supplied as food products. They are not medicines, therapeutic goods, or medical treatments.
Any information on our website, social media, packaging, 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, dietary restrictions, or uncertainty about whether a product is suitable for you, you should seek professional advice before consuming the product.
Product Claims, Origin Claims and MGO Claims:
We take reasonable care to ensure that product claims, origin claims, product descriptions, and MGO-related statements are accurate and supported by supplier information, batch records, 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.
Where a product includes an MGO rating, the rating refers to the relevant product specification
We reserve the right to 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.
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.
We may refuse, cancel, or refund an order if:
the product is out of stock;
there is a website, product, pricing, checkout, or description error;
payment is not authorised;
we cannot deliver to the nominated address;
biosecurity, quarantine, courier, food safety, export, or legal restrictions apply;
we reasonably suspect fraud, misuse, unauthorised resale, or suspicious activity;
the order appears to be for commercial resale without approval;
the order is unusually large for retail use;
we are unable to contact you about an order issue;
we reasonably consider cancellation necessary to protect our business, customers, systems, or legal compliance.
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.
Orders:
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.
An order is accepted when we process it for fulfilment or otherwise confirm acceptance in writing.
You are responsible for ensuring that all order details are accurate before submitting your order, including:
product selection;
quantity;
jar size or pack size;
subscription frequency, if applicable;
billing details;
shipping details;
email address;
phone number;
delivery instructions;
discount codes;
customer account information.
We are not responsible for errors caused by incorrect information supplied by you.
If you place separate orders, we may be unable to combine them. Separate shipping fees may apply.
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 or dispatched.
If you need to request a change, 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.
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 may accept 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.
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.
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.
Promotion Codes and Special Offers:
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:
promotion codes are valid only for the period stated;
promotion codes must be entered correctly at checkout;
promotion codes cannot be applied retrospectively;
only one promotion code may be used per order;
promotion codes may not be combined with other offers;
promotion codes may not apply to subscriptions, bundles, wholesale orders, gift cards, shipping, sale items, or selected products;
promotions are subject to stock availability;
promotions are not redeemable for cash;
promotions may be withdrawn, amended, or extended at our discretion.
If a promotion is affected by error, misuse, fraud, technical issue, or unintended discount stacking, we may cancel, correct, or refuse the promotion or affected order.
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:
delivery address;
billing details;
payment method;
product selection;
quantity;
shipping frequency;
renewal date;
pause settings;
skip settings;
cancellation settings.
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.
Subscription orders are processed automatically. You should make any changes, pauses, skips, or cancellations before the next renewal date.
Once a subscription order has been processed, packed, or dispatched, it may not be possible to change or cancel that order.
You may cancel your subscription through your account portal, through any cancellation method displayed on our website, or by contacting us at info@koalavalleyproduce.com.au.
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.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.
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. 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 the timeframe displayed on our website or order confirmation. As a general guide, orders may be packed and dispatched within 1–3 business days after payment is received, depending on stock availability, order volume, public holidays, courier access, weather, operational constraints, or other circumstances.
Delivery times 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 control.Once your order has been dispatched, you may receive tracking information if tracking is available. Tracking updates are controlled by the carrier and may not always update immediately. We are not responsible for delivery delays caused by incorrect delivery details, unattended delivery locations, inaccessible premises, failed delivery attempts, carrier delays, customer absence, or failure to collect a parcel from a collection point.
Biosecurity and Delivery Restrictions:
Honey and other food products may be subject to Australian state, territory, interstate, quarantine, biosecurity, carrier, or product movement restrictions.
We reserve the right to refuse, cancel, refund, delay, or limit orders where delivery to a location is restricted, uncertain, unlawful, commercially impractical, or subject to additional requirements.
This may include, but is not limited to:
Western Australia;
Tasmania;
Kangaroo Island;
Northern Territory;
remote regions;
offshore islands;
biosecurity zones;
quarantine-controlled areas;
locations affected by temporary restrictions.
We do not guarantee delivery to every Australian location. Customers are responsible for ensuring that the products they order may lawfully be received at their delivery location. If we identify a delivery restriction after an order is placed, we may contact you, cancel the order, refund the affected product, or make alternative arrangements where lawful and practical.
International Orders:
Our standard ecommerce checkout is intended for Australian retail orders only. We do not accept international retail orders through the online shopping cart unless the website expressly allows this or we agree in writing.If an international order is placed through the website without our prior approval, we will cancel and refund the order.
Damaged, Missing or Incorrect Orders:
We take reasonable care when packing orders. If your order arrives damaged, leaking, broken, missing items, 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:
your order number;
your full name;
delivery address;
clear photos of the product;
clear photos of the outer packaging;
clear photos of the shipping label;
a description of the issue;
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. Do not dispose of the product, packaging, shipping label, or 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.
Returns, Refunds and Exchanges:
Because our products are food products, we do not accept change-of-mind returns or exchanges once an order has been dispatched.
This includes where:
you changed your mind;
you ordered the wrong product;
you ordered the wrong quantity;
you entered the wrong delivery address;
you no longer want the product;
you dislike the natural taste, colour, aroma, texture, thickness, or crystallisation of honey;
you found a different price elsewhere;
you forgot to apply a promotion code;
you did not read the product description;
the product is unsuitable for your personal preference but is otherwise as described.
You may be entitled to a refund, replacement, repair, compensation, or other 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. 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. Where a return is required, we will tell you how to return the product. Do not return a product without contacting us first. If the product is assessed and found not to have a problem, we may decline the refund, replacement, or exchange.
Refund Processing:
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 product failure, damaged goods, incorrect goods, or another issue covered by Australian Consumer Law, shipping and return costs will be handled in accordance with Australian Consumer Law.
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.
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.
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.
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 permission to use, reproduce, publish, edit, display, and share that content for business, marketing, website, social media, customer service, and promotional purposes. We may moderate, edit, refuse, or remove reviews or user content that we consider false, misleading, offensive, abusive, irrelevant, defamatory, unlawful, spam-like, or otherwise inappropriate.
You must not submit content that:
infringes another person’s rights;
contains personal information of another person without consent;
makes unverified medical, therapeutic, or health claims;
is misleading or deceptive;
is unlawful, offensive, or harmful.
Marketing Communications:
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.
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.
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.
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.
We are not responsible for third-party websites, platforms, services, policies, outages, delays, errors, security incidents, fees, or terms.
Your use of third-party services may be governed by their own terms and conditions and privacy policies.
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 must not copy, reproduce, adapt, publish, distribute, display, sell, license, scrape, or commercially exploit our content without written permission.
You may use website content for personal, non-commercial browsing and purchasing only.
Nothing on our website transfers ownership of intellectual property rights to you.
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.
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.
You should review these Terms & Conditions whenever you use the website or place an order.
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.
Contact:
For questions about these Terms & Conditions, orders, returns, damaged goods, subscriptions, or product information, please contact info@koalavalleyproduce.com.au