BVS TRADING PTY LTD (“we”, “us”, “our”) operates taspantry.com.au and is committed to providing high-quality (fresh produce, groceries, and general merchandise) to our customers. This Store Refund Policy outlines our process for returns, refunds, and exchanges, in compliance with the Australian Consumer Law (ACL).

Nothing in this Policy excludes or limits your statutory rights under the ACL, which provides guarantees that products must be of acceptable quality, fit for purpose, and as described.

  1. Eligibility for Refunds, Exchanges, or Credits

1.1 We offer refunds, exchanges, or store credits in the following circumstances:

  • Faulty or Damaged Products:If a product is faulty, damaged, or not as described (e.g., rotten produce, expired groceries, incorrect item), you may be eligible for a full refund, exchange, or store credit.
  • Perishable Products:For fresh produce and other perishable items, notify us within 7 days of delivery or before the product’s expiration date, whichever comes first. We may request a photo of the item as a condition for issuing a refund or replacement.
  • Frozen Items:For frozen products, notify us within 21 days of delivery if the item is damaged or not fit for consumption.
  • Incorrect or Missing Products:If you receive the wrong product or an item is missing from your order, please notify us within 48 hours of delivery. We will either send the correct item (at no extra cost) or provide a refund for the missing/incorrect item.

1.2 We do not offer refunds or exchanges for:

  • Products that have been used, opened, or damaged by you (unless the damage is due to our negligence).
  • Products that have been stored or handled improperly after delivery (e.g., perishable items left unrefrigerated).
  • Change of mind: We do not offer refunds for change of mind, unless required by law (e.g., for products that are not of acceptable quality).
  • Products that are correctly described and of acceptable quality but do not meet your personal preferences (e.g., taste, size).

1.3 We reserve the right to reject a refund if we determine, in our sole discretion, that the request is fraudulent.

  1. How to Request a Refund, Exchange, or Credit

2.1 To request a refund, exchange, or store credit, please contact us within the applicable timeframe (outlined in Section 1) with the following information:

  • Your order number (found in your order confirmation email).
  • Details of the product(s) in question (name, quantity, description of the issue).
  • Photos or videos of the product (if requested, particularly for faulty or damaged items).
  • Your preferred resolution (refund, exchange, or store credit).

2.2 Contact us via:

Email: bvstasmania@gmail.com

Phone: 0452311959

We will respond to your request within 3 business days to confirm receipt and advise next steps.

  1. Refund Process

3.1 If your refund request is approved, we will process the refund using the same payment method you used to place your order. Refund processing times may vary depending on your bank or payment provider, but we aim to process refunds within 5-7 business days.

3.2 For cash on delivery (COD) orders, we will issue a refund via bank transfer (you will need to provide your bank details).

3.3 If you receive a refund for a product that was part of a promotion (e.g., buy one get one free), we may adjust the refund amount to reflect the promotional discount.

  1. Exchange Process

4.1 If you request an exchange for a faulty or incorrect product, we will arrange for the correct product to be delivered to you at no extra cost. We may request that you return the faulty/incorrect product to us (we will cover return shipping costs).

4.2 If the product you wish to exchange is out of stock, we will offer you a full refund or store credit instead.

  1. Store Credits

5.1 Store credits are valid for 12 months from the date of issue and can be used to purchase any product on the Site. Store credits are non-transferable and cannot be redeemed for cash.

  1. Delivery Fees

6.1 If you receive a full refund for your order (e.g., all products are faulty), we will also refund any delivery fees you paid. If you receive a partial refund (e.g., one item is faulty), delivery fees will not be refunded unless the delivery was incorrect or delayed due to our negligence.

  1. Statutory Rights

7.1 This Policy does not affect your statutory rights under the ACL. Under the ACL, you are entitled to a refund, exchange, or repair if a product is faulty, not of acceptable quality, fit for purpose, or as described. These rights cannot be excluded or limited by us.

  1. Contact Us

If you have any questions about this Store Refund Policy or need to request a refund, exchange, or credit, please contact us at:

BVS TRADING PTY LTD

88 Central Ave, Derwent Park TAS 7009

Phone: 0452311959

Email: bvstasmania@gmail.com