Terms & Conditions

General Terms and Conditions

Article 1 – Definitions

For the purposes of these General Terms and Conditions, the following definitions apply:

  • Withdrawal period: The period within which the consumer may exercise the right to withdraw from the contract.

  • Consumer: A natural person who isn't acting for purposes related to their trade, business or profession, and who enters into a distance contract with a trader.

  • Ongoing contract: A distance contract relating to a series of products or services where the obligations are performed over time.

  • Right of withdrawal: The consumer's ability to withdraw from a distance contract within the withdrawal period.

  • Trader (Company): A natural or legal person who offers products or services to consumers at a distance.

  • Distance contract: A contract concluded between a trader and a consumer using distance communication technologies.

  • CESOP: Central Electronic System of Payment Information, used to monitor payment service providers.

Article 2 – Company Identity

  • Company name: Clara & Rose Melbourne

  • Customer service email: info@clararosemelbourne.com

  • Registered office: Melbourne, VIC, Australia

Article 3 – Scope

These General Terms and Conditions apply to all of the company's offers and any contract concluded at a distance. Before the contract is concluded, these terms will be made available electronically or in another format.

Article 4 – Offers

Offers aren't binding. The company reserves the right to change offers at any time. All offers clearly state the total cost, including shipping charges, customs duties and any additional postal or courier fees.

Article 5 – Agreement

The agreement is concluded when the consumer accepts the offer and meets the specified conditions. The company will promptly confirm acceptance by email.

Article 6 – Right of Withdrawal

The consumer has the right to withdraw from the contract within 14 days of receiving the product, without giving any reason. The consumer is responsible for return shipping costs if they exercise the right of withdrawal.

Article 7 – Costs in the Event of Withdrawal

The company will refund payments within 14 days of withdrawal, provided the product is returned in its original condition.

Article 8 – Customs and Taxes

  • The customer is solely responsible for complying with all legal obligations relating to the import of goods into the destination country, including but not limited to customs duties, taxes and clearance charges.

  • The company isn't the official importer of products shipped to customers outside Australia. The customer is responsible for complying with local import regulations for products purchased.

  • Any additional costs relating to customs clearance, including administrative fees charged by postal services or couriers, are the customer's sole responsibility.

  • The company provides the necessary shipping documents but doesn't guarantee that goods comply with local import regulations. Customers are advised to check import requirements before placing an order.

Article 9 – CESOP Compliance

Under applicable regulations, payment service providers may be required to record transaction data in CESOP (Central Electronic System of Payment Information). The company complies with these provisions, which may affect payment monitoring and reporting.

Article 10 – Conformity and Warranty

The company warrants that products comply with the contract and applicable legal requirements. Claims for defects must be submitted in writing within 14 days of receipt. Products must be returned in their original packaging and condition.

Article 11 – Delivery

  • Orders are delivered within 30 days unless otherwise agreed. In the event of delays, the company will notify the consumer within 14 days of the order date.

  • Orders are shipped so that the customer is the recipient and legally responsible for all procedures relating to importation.

  • The company ensures products are shipped in accordance with international shipping regulations but isn't responsible for delays or issues during customs clearance.

  • Failure to comply with customs obligations isn't valid grounds for cancelling an order or refunding payment.

Article 12 – Complaints Resolution

Complaints must be submitted in writing within 7 days of discovering the issue. The company will respond within 14 days. If more time is needed, the company will provide an estimated resolution timeframe.

Article 13 – Disputes

These Terms and Conditions are governed by the laws of Victoria, Australia. Disputes will initially be resolved amicably. If necessary, any disputes will be subject to the exclusive jurisdiction of the courts of Victoria, Australia.