The website https://www.cottonandhide.com.au (the “website”) is owned and operated by Snowy's Warehouse Pty Ltd (ACN 630 142 497) and trades as Cotton and Hide (ABN 89 915 019 830), “we”, “our”, “us” or the “Company”. The Company include representatives, subsidiaries, affiliates, related parties, officers, directors, employees, agents, independent contractors, advertisers, partners and co-branders. “You” and “your” means the user or customer of this website.
Your use of the website constitutes your agreement to abide and be bound by these Terms and Conditions. If you do not agree with the Terms and Conditions, do not use the website.
Warranty, Returns and Refund Policy
You have rights under Australian Consumer Law. If an item you buy fails to work or do what you asked for, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is deemed as a minor or major issue.
You are not entitled to a replacement or refund, simply because you changed your mind, found something similar cheaper somewhere else, decided you did not like the purchase or if you ordered the wrong item.
As we offer an online retail service, it is your responsibility to ensure you check the item description and size carefully before ordering.
Lodging a Warranty Request
To lodge a claim under warranty conditions you must contact us within 5 working days from receipt of the item. We reserve the right to refuse any claims under this warranty after this period.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely, provide evidence to support your claim and state whether you are requesting a replacement, repair, refund or credit. This will enable us to review your claim.
At Cotton and Hide, we treat all warranty claims seriously and thoroughly investigates each instance. Our company policy allows members of our team up to 10 business days for warranty claims to be investigated and resolved. Once assessed and approved by our quality assurance team you will be contacted to proceed with the return, refund or replacement process. A refund or replacement will not be provided if items have been misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
When logging a warranty claim, please also let us know the following information:
- Name and email address;
- a brief description of the issue;
- order number, the item name and serial number, if applicable;
- date of purchase; and
- for items that faulty or damaged, photo and or video footage detailing the problem.
- Your request will need to be emailed to firstname.lastname@example.org
- Please write “Warranty Request” in the subject bar.
This warranty is not available for:
- change of mind or incorrect order by you;
- damage due to misuse by you or the user;
- any accessories or bonus gifts, including (but limited to) batteries, carry bags, etc;
- cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
- damage caused by use with another item;
- damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
- damage caused by operating an item outside any guidelines published for use;
- items that have been modified to alter functionality or capability without the prior written permission of Cotton and Hide;
- defects caused by normal wear and tear or otherwise due to the normal ageing of the Item,
- if we believe the item is stolen based on information provided by law enforcement authorities, or where proof of purchase (invoice or paid Order confirmation) cannot be provided.
Steps and Return Procedure
Please do not return the faulty item to us without contacting us first. For us to assist you, we require that prior to returning goods to us you:
- check the item or items for damages or faults;
- record the damages or faults by picture or videos; and
- email the picture or videos to us along with a detailed description as per warranty return process above.
Where refunds will not be available
As the consumer, when you order from an online store such as ours, it is your responsibility to ensure you check the item description and size carefully before ordering. If you have any queries or wish to contact us, please do so by emailing email@example.com.
Order and Cancellation
You must be at least 18 years old to place an order with Cotton and Hide
You shall pay for the product in full when you place an order, by supplying us with your credit, debit card details or by paying through PayPal, Afterpay or Zippay. In any event, we shall not be bound to accept the order before we have received and cleared the payment in full. When you submit an order through the website, you agree to abide and be bound by the prevailing Terms and Conditions. We are not obliged to supply the product until we have accepted your order. An acceptance of your order with your order details will be sent to you. Cotton and Hide reserves the right to decline any order, for any reason. If what you order has been declined, you will be provided a store credit or a full refund, depending on your preference.
If payments are made on the weekend or public holiday, the order will not be processed until the next business day.
All prices advertised on www.cottonandhide.com.au are quoted in Australian Dollars and GST (Goods and Services Tax) inclusive. Cotton and Hide also reserves the rights to change prices for products displayed at our website at any time without notice. We make every effort to ensure the accuracy of our pricing. However, if an error occurred, we reserve the right to refuse to accept further orders and to cancel any orders already placed at the incorrect price.
Sale of Goods and Delivery
We only deliver to Australia. The information on this site is intended and applicable for Australian consumers only. Items will be delivered to the address you nominated while placing your order.
Shipping of orders only takes place once your payment has cleared and been verified by our accounts department. Then the item will be dispatched from the warehouse. Dispatch usually takes 1-3 working days from receipt of cleared payment. We will send you order tracking details from one of our couriers. Please allow up to 48 hours from time of notification sent for the couriers online tracking information to be updated.
We are not liable for late or missing deliveries if an incorrect address is given. With a 15% restocking fee, you have the option to return any unopened, unused item in its original packaging that you bought from Cotton and Hide within 7 days of purchase, but you must follow our “Steps and Return” procedure above or on the Delivery and Shipping page.
Estimated shipment times may change due to changes in supply or conditions beyond our control. If you have not received your items within the estimated delivery time, please contact us via firstname.lastname@example.org. Investigations into the status of deliveries will not be lodged by Cotton and Hide until the estimated delivery date has lapsed.
Non shipping postcodes
Not all products can be delivered Australia Wide. Due to limited access of our carriers and couriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details. There may be other postcode exclusions than specified below, and at Cotton and Hide we do our best to include all relevant postcode inclusions in the list below, but unfortunately cannot list all postcodes Australia wide. Orders for delivery to postcodes with no shipment service will be cancelled and refunded automatically. Please refer to our 'Delivery and Shipping' policy to see a list of non-shipping post codes for bulky items and all items.
Items that weighs 22 kg or less will typically be dispatched with eParcel, Australia Post’s Internet enabled freight system. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Australia Post’s online tracking tool.
When your order is dispatched, you will be given a consignment number. You can use the number to track your order at the Australia Post’s website.
Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.
The couriers and delivery services we use may change from time to time. The time frames are estimates only and our process for selecting a courier for your order indicative only.
Some details as to our couriers follow below, however we recommend you contact the courier to discuss or visit their website to review their terms and conditions. These may also change from time to time without notice to us.
For item that weighs below 22kg with a lower cost than eParcel, the item will be dispatched with a courier. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched.
Parcels dispatched with Fastway are collected from the warehouse’. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website.
A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team. To track item that is dispatched with Fastway, please visit http://www.fastway.com.au and use the given tracking number.
Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals.
Each parcel will carry a barcoded address label and you will be able to track you items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number. Allied Express requires consignment note and the postcode of the destination to track item at http://alliedexpress.com.au/ or call 131521 for more queries.
If there are any address discrepancies with your order and the item is returned to Cotton and Hide, a customer care team member will be in touch. A re-delivery cost will occur for any items that are returned to us.
Cotton and Hide uses a host of couriers for delivery of our packages. We will authorise the courier to leave the items at your residence only if the courier feels it is safe to do so. If the courier feels the items are not safe to leave, a failed delivery slip will be left. Additional charges may apply.
Unsuccessful Delivery Attempt
If no one is present when the order arrives, and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick up your parcel in your local Post Office. If your item is delivered by one of our nominated courier services, arrangement will be made in advance to ensure your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.
Rejected by Receiver
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if a parcel has to be re-sent. The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various reasons. If you do not receive your item within 10 business days, please contact our customer service team at email@example.com
Cotton and Hide reserves the right to email you our product updates and newsletter that we believe may be in your interest. At the same time, we respect your right not to receive these communications from us. Please advise us at the time of placing your order if you do not wish to receive any updates, and we will disable the option for your account.
Intellectual Property Rights
The site and its content is protected by copyright which is owned by Snowy's Warehouse Pty Ltd, or in the case of some content, by a third party. You can browse the site freely and print it out for personal or non-commercial use. Registered trademarks and logos must not be used or modified in any way without obtaining the prior written consent of us.
Limitation of Liability
We are not liable if products are being misused, mishandled or mistakenly installed. Our maximum total liability for any product supplied to you shall at no time exceed the amount you pay to us in respect of the product.
You agree to indemnify, defend, and hold harmless Cotton and Hide Pty Ltd its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable solicitor or attorney's fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.
We reserve the rights to amend the Terms and Conditions at any time without notice. You should check the terms and conditions regularly. Continued use of the website will be deemed to constitute your acceptance of the updated Terms and Conditions.
If you have any queries or wish to contact us, please do so by email to firstname.lastname@example.org.