Customer Satisfaction Policy

SECTION 1 – GLOSSARY OF TERMS USED 

1.1     “we” or “us”: Means U.S. Prices.

1.2     “you”: You as an individual or business customer, visitor, account holder or user including your dependents.

1.3     “order”: Means the ordered goods, products or items by you.

1.4     “courier”: Any company or subcontractor used by U.S. Prices to deliver your order/s.

1.5     “service”: Website and online store services, social media services, order placement, payment, delivery and customer services.

1.6     "Store", "Shop" or "website": The electronic interface that represent the virtual shop of U.S. Prices.

1.7     “SLA”: Service Level Agreement.

1.8     “redemption options”: A term used for Store Credits, Promotion codes, Gift cards and any redemption tools collectively are referred to for 

          the term.

SECTION 2 - GENERAL CONDITIONS

2.1     This Policy does not apply on Special Order where the goods are ordered from the supplier/s especially for you unless it is our fault.

2.2     We in U.S. Prices always endeavour to our best to ensure that what you see in our website is what is described and is typically what you  

          receive.

2.3     U.S. Prices convey the manufacturer warranty to the customer.

SECTION 3 – ORDER PLACEMENT

3.1     You agree to assess the suitability of goods, services and any promotions to your needs before placing your order.

3.2     You must carefully read our Terms and Conditions and Customer Satisfaction Policy before placing your order.

3.3     You must review your order before placing it as you are fully responsible to all orders made by you or your dependents for any typos, errors and/or discrepancies.

3.4     Confirmed order/s cannot be cancelled or changed however, you can follow the return and refund procedure described later in this policy.

3.5     Any placed order or reserved product and/or service is not confirmed till we receive your full payment. For more details for payment processing please review our Terms and Conditions, Accuracy of Billing and Account Information section.

3.6     We reserve the right to refuse, cancel any order you place with us, even after our acceptance, or we may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order without providing any reason or justification. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address.

3.7     We reserve the right to limit or prohibit orders that - in our sole judgment, appear to be placed by dealers, re-sellers or distributors.

3.8     We reserve the right to cancel any order at any time (before or after our acceptance) without providing any reason or justification for (a) pricing error (b) stock unavailability (c) suppliers delay (d) possible fraud (e) shipping limitation or any other reason beyond U.S. Prices control including but not limited to national emergencies, terrorism acts, strikes, fire, systems failures or any other emergency or any act of God events like natural emergencies or disasters.

3.9     In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address or phone number provided at the time the order was made. Any related refund will take about 10 working days except in the natural and national emergencies. 

3.10     You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

SECTION 4 – STORE CREDITS, PROMOTION CODES, GIFT CARDS AND ANY REDEMPTION TOOLS

4.1     Store Credits, Promotion codes, Gift cards and any redemption tools collectively are referred to for the term “Redemption Options”

4.2     U.S. Prices may choose to use some redemption options for promotional, customer loyalty or any other commercial purposes. Any of these options is redeemable for a specific duration (not more than 3 months) and for certain products or services unless otherwise stated by us.

4.3     Further instruction could be provided for each redemption option.

4.4     All redemption options neither transferable nor redeemable for cash, store accounts or payments of credit.

4.5     Lost or stolen redemption options cannot be replaced or refunded.

SECTION 5 – PACKAGING AND DELIVERY 

5.1     Delivery cost/s are not included in goods prices, delivery cost/s is calculated separately based on the customer address as provided in the purchase order.

5.2     Extra costs may apply for remote and uncovered areas by our national service providers.

5.3     Delivery is only available in Australia. However, in our sole discretion we may arrange with our delivery service provider a special delivery to an overseas address for extra costs that may include but without limitation to costs of shipping, insurance, administration, duties, taxes, customs clearance.

5.4     In some cases and in our sole discretion we may agree, without any obligation on us, to deliver to PO Boxes within Australia only based on (a) goods value (b) size (c) weight (d) service availability by our delivery service provider.

5.5     We endeavour to deliver the purchased goods following the details provided in your order confirmation within reasonable time-frame which usually within 7 - 15 working days. Delays are expected around public holidays and special events like Christmas, Easter, Mother’s Day and New years.

5.6     We have delivery agreement/s with third party national service providers which could be subject for any delay and/or interruption.

5.7     Based on the shipping method selected in the check-out, on delivery you may be required to sign a proof of delivery document. If you are not available to take delivery, your goods will be taken to a local depot or post office and a calling card containing the relevant contact details will be left at the delivery address by the delivery service provider. Any delivery redirection will result in extra delivery cost/s. If you selected a basic / standard shipping method (which usually the cheapest option), then you agree that your order will be delivered to the address as provided in the purchase order without signing any proof of delivery document. You also agree and accept that If you are not available to take delivery, your goods will be left at the delivery address by the delivery service provider and you are agree and accept to waive your rights to claim any missing delivery.

5.8     You may be able to place a Special Order - the goods will need to be ordered directly from the manufacturer especially for you. The time that it takes to source such goods will vary significantly from 1 week to 12 weeks. All Return, Replacement and Refund terms and clauses included in this Policy is not applicable for Special Orders unless it is our fault.

5.9    You may be able to pre-order or order goods that have not been released for sale within 7 days prior to the official release date. However, your order may not be dispatched until after the official release date.

5.10  Our delivery service provider/s are committed to provide our customers with high quality services, however we prepared the following responses to cover the possible delivery scenarios:

        5.10.1      Scenario 1: Your address is out of the service coverage area set by our delivery company: If you provided a current Australian address out of the service coverage set by our courier company, we will endeavour to seek the best possible option for your convenience that may include using another courier company that may involve extra cost/s to complete the delivery to your desired address. Alternatively, we can agree to deliver the products to a mutually agreed address. If we failed to reach a suitable compromised delivery agreement, we will cancel your order and refund your order in full.

         5.10.2      Scenario 2 - If you didn’t receive your Order: If your order is not delivered within the time frame mentioned in your order confirmation, please contact us immediately using the Contact Us Form on our website and we will work closely with you for your convenience to resend your order or waive the shipping cost as a gesture of good will or cancel your order and refund you for you order in full.

         5.10.3      Scenario 3 – Damage packing before you receive your Order: Before you receive your order, you should physically inspect the packing for any possible damage in the presence of the courier company representative. If any damage noticed or even feeling suspicious about any damage, please don’t sign or receive the order from the courier company and immediately contact us using the Contact Us form on our website in order to investigate your concern and to be able to deliver your order in a convenient timely manner.

          5.10.4      Scenario 4 – Receiving a damaged order: Once you received your order, the ownership and risks passes to you from that date and time. However, we may - in our sole discretion; may be able to help you on case by case basis without any obligation on us whatsoever. We may ask you for some proofs, documents or pictures for the damaged goods.

The onus remains on you to report any damage goods within 3 days from the time of receiving your order and to provide sufficient evidence to support your claim. Goods must be returned and received by us in its original condition for packaging, labelling, not used, scratched or damaged before assessing your request following the Cancellation, Return or Refund terms mentioned in section 6.

SECTION 6 – CANCELLATION, RETURN, REPLACEMENT OR REFUND

General Guidelines for Cancellation, Return, Replacement or Refund Request:

6.1     U.S. Prices provide this generous Customer Satisfaction policy as an extra benefit for your satisfaction not as a granted right. We reserve the right not to accept any cancellation, return, replacement or refund request for any misuse of the benefit like excessive use of the benefit. Refund will be a store credit and valid for ninety days from the refund date unless it is our fault. This policy do not apply if you received your order as provided in your order for a change of mind, found our products cheaper somewhere else, decided you did not like the purchase or had no use for it. 

6.2     Some of our products comes with a customer satisfaction refund guarantee. If you are not satisfied with this guaranteed product, simply provide the reason of your dissatisfaction within 14 days of the purchase order using the Contact Us form.  

6.3     Cancellation, return, replacement or refund requests can be directed to the goods’ manufacturer directly or through us as most of our goods come with warranty and/or guarantee provided by the goods’ manufacturers and you can contact the manufacturer directly for any claim under this warranty. As our aim is your satisfaction, you can chose to deal with us directly and we can provide the same warranty and/or guarantee provided by the manufacturers.

6.4   Return, replacement or refund for goods received different to what you have confirmed in the purchase order; If you noticed any difference in the received goods compared to your confirmed order, keep the wrong items in its original pack, unopened and unused. Provide us with the details of your order as shown in your invoice using the Contact Us form and we will follow it up closely with you to ensure your satisfaction.

6.5     Any return/refund request should be completed using our Contact Us Form on our website.

6.6     After reviewing your request, our Customer Satisfaction Team may contact you for further details or will provide you with a return approval note and instructions.

6.7     Goods must be returned to PO Box 1071, Glenquarie, NSW - 2564, Australia and received by us in its original condition of packaging and labeling or in the same way it was delivered to you. Returned goods should not be in a used condition, scratched or damaged in order to process your refund request unless the product is faulty.

6.8     We will examine the returned goods for any excessive use, misuse, failure to follow the usage instructions, failure to take a reasonable care before processing any replacement or refund request. The examination outcome may result to the rejection of your return, replacement or refund request.

6.9     Refund for approved damaged or defected goods request will be a store credit or a refund to the same account used to purchase the damaged or defected goods.

6.10     Refunds take about 10 - 15 working days except in the natural and national emergencies.

6.11     Failure to follow the return, replacement or refund instructions may result to the rejection of your claim and we will charge you for the returning cost of the claimed items if it is paid by us – Payment instruction will be provided by us.

We are committed to provide our customers with high quality services, so we prepared the following responses to cover the possible cancellation, return or refund scenarios:

6.12   For your satisfaction, this policy is providing you with more benefits and exceeding the requirement of the Australian laws but in some cases we may charge you for administrative and handling costs if it is not our fault. Most importantly, U.S. Prices will not charge you with any cancellation fees    

6.13 Return and refund policy is inapplicable for the following categories:

         (a)  Food and beverage goods due health reasons and to its sensitive nature - When applicable.

         (b)  Personal use products, underwear, swim wear for health and hygienic reasons - When applicable.

         (c)  Software products e.g. downloadable products, digital access codes, games, music, movies … etc. - When applicable.  

SECTION 7 – Complaints handling and resolution 

Please refer to the Terms & Conditions of use located on our website.