Payments and Shipping
You may place an order by following the flow on the website to the checkout process. By placing an order, you make the offer to enter into an agreement to purchase the product(s) included in your order. Orders will be deemed to have been received by us at the time we send an order confirmation to your supplied e-mail address.
We are generally a 100% online business operating from a residential address in Brisbane, Australia and will primarily communicate with customers via e-mail, unless a phone call is necessary. It is the customer’s responsibility to ensure the correct contact details are entered and that the nominated e-mail address is regularly checked for correspondence including your spam folder.
We reserve the right to decline to enter into a Purchase Contract with You and may cancel Your Order at any time prior to dispatch of the product(s). In the event of a cancelled order not dispatched, funds paid in relation to that order will be refunded in full. You will be provided with e-mail confirmation of the cancellation and refund.
We do not accept any responsibility for orders that are declined, delayed or not accepted due to disruptions with internet connections. We will not be liable for any delay in performing any the obligations under this agreement if such delay is caused by circumstances beyond the reasonable control of us, and we shall be entitled to a reasonable extension of time for the fulfillment of these obligations.
Where you have provided an incorrect or incomplete delivery address for your order, we may charge a redelivery fee for each subsequent delivery attempt. We reserve the right to cancel orders that have not been successfully delivered and returned to us. In the event an order is cancelled after unsuccessful delivery and the complete order has been returned to us, we will refund any applicable refund back to the original payment method minus shipping costs incurred.
You may provide your nominated credit card or other approved form of payment through our payment gateway during the cart checkout flow on the website and all orders require payment before shipping. Occasionally. we may facilitate an order via phone or e-mail and in this case, a pro-forma invoice can be emailed to make a payment via direct deposit. Payment for orders will be processed immediately upon confirmation of your order unless otherwise arranged.
If your nominated payment method triggers the website’s fraud prevention protocols, we may contact you to confirm additional details, or you may contact us to make payment via an alternate method. In this case, until your order has been successfully paid for, it will not be fulfilled. If you do not provide a successful payment within 5 working days, your order will be cancelled unless otherwise arranged. Sometimes these issues occur to help protect credit card holders from online fraud.
Despite our best efforts, on occasion it may be possible that a small number of the products in our range may be incorrectly priced on the website. If we have made a mistake and a product’s correct price is higher than the price on the website, we may either contact you before shipping to ask whether you want to buy the product at the correct price or cancel your order. If a product’s correct price is lower than the stated price on the website, we will refund the difference between the higher and lower amount and send you the product.
No goods shall be dispatched until payment in full is made via the payment gateway or funds are cleared and posted in our bank account. Ownership of goods does not transfer from Santotube until full payment of goods is evident.
We can usually process your order and dispatch your goods by the next business day. Please allow normal transit times, generally 2-5 days for mainland Australia but possibly a little longer for remote suburbs. We try to ensure that all products are delivered in a prompt and timely manner. However, from time to time, it is possible that shipping and other factors outside of our control may result in delays. We do not accept any liability for loss or damage suffered by anyone as a result of any such delays. Where applicable, the date of dispatch listed on the website is the estimated date of dispatch as is reasonably estimated by us. We reserve the right and our absolute discretion to not deliver products to P.O. Box addresses. Where a customer gives written authority for products to be delivered without a signature, any and all included insurance cover will be voided. The couriers or postal services nominated by us will deliver orders during local business days and hours.
We are not responsible for the delivery times of shipments. Once orders have been dispatched, it is the customers responsibility to liaise with the courier nominated by us (as notified to the customer) in relation to date and time of delivery. We shall not be liable for any inaccuracy of information provided to customers relating to the date and time of delivery.
We reserve the right to not ship to remote or island locations. In this event, you may be contacted to arrange alternative shipping arrangements albeit with an appropriate surcharge.
You may wish to have products shipped using your own transport method. In this case, the order should be arranged via e-mail or phone and goods picked up in a timely manner after the order completion.
Any requests for changes to the order are subject to our discretion. While we will attempt to accommodate reasonable requests, we cannot guarantee all changes will be feasible. Any agreed-upon changes may incur additional costs for products and freight and could impact the delivery timeline of your order.