These terms become effective from the date you sign the customer account application and will remain in effect as long as you conduct business with Aunt Alma. Aunt Alma is a wholesale business, selling only to those who resell the products directly or as part of their own product. Aunt Alma's website may include specific terms that apply solely to you, and you agree not to use or allow your account or Password to be used by any other person or entity. These terms are personal to you and can only be assigned with Aunt Alma's prior written consent, which may be given or withheld at Aunt Alma's absolute discretion. Aunt Alma may assign these terms upon giving you written notice. You indemnify Aunt Alma against all losses suffered by Aunt Alma as a result of a breach of these terms. All communications made on the website are considered written communications between the parties, and you are deemed to have signed all Authentic Orders. These terms will be construed in accordance with the law of Victoria, and the parties submit to the non-exclusive jurisdiction of Victoria, regardless of the domicile or residence of any party or the occurrence of any act, matter, or thing outside of the State or Territory. By accepting this Application to Aunt Alma, you execute it as a Deed and agree to be bound by the terms outlined within this page. All following instances of "we" or "us" refer to the company Aunt Alma.

 

Confidentiality

You must keep all information, whether unique or otherwise, accessed on or obtained from the website or communicated by Aunt Alma, confidential. Your employees must be given information only on a need-to-know basis; however, this does not relieve you of any liability should the information become known by a third party.

 

Returns, Replacements & Faulty Products

Please see our full returns and exchanges terms page here.

Change of mind returns are permitted within 10 days of the invoice date. To initiate a return, please contact us via email with your order number and item(s) you wish to return. Aunt Alma reserves the right to refuse any returns made without prior notification and/or that fall outside our 10-day return window.

Items eligible for return must be in original condition, unopened, and unused. Aunt Alma reserves the right to refuse the return of items that do not comply.

Once the returned goods have been inspected, a store credit will be assigned to your account. Please note that a 15% restocking fee will be deducted from the total amount.

Aunt Alma will not cover or compensate costs to return goods to us.

Seasonal items will not be eligible for return after the end of that particular season, even if the time frame is within the 10-day period as outlined.

Change of mind equipment returns must be made within 7 days of the invoice date and must include original accessories, case, and box to be eligible for return. A credit will be returned to your account once the equipment has been inspected by our technician and deemed to be in original condition. This process may take up to 14 days.

Please note Aunt Alma will not offer refunds for change of mind returns. Instead, a store credit will be applied to your account to be used for future purchases. Store credits do not expire.

Custom orders for stock not kept on hand will not be eligible for return.

Claims for damaged or defective goods or incorrect delivery must be made within 4 weeks of delivery. This excludes decorative structures and equipment (see below for terms).

Where any goods are returned, they remain at your risk pending acceptance of liability by the manufacturer or supplier. Goods found to have manufacturing defects will be credited to your account (if applicable), provided a copy of the relevant invoice accompanies the returned items.

Claims for faulty equipment must be made within the warranty period. The equipment must be sent back to us at your expense for inspection. Freight will be credited back to your account if the equipment is deemed to have a manufacturing defect. Aunt Alma will not offer replacement equipment while inspection is occurring. Aunt Alma cannot outline the time period required to inspect equipment.

If deemed faulty due to a manufacturing defect, and the equipment can be repaired, the original repaired equipment will be returned to you. If the equipment is deemed to have a manufacturing fault that is beyond repair, Aunt Alma will offer either replacement equipment (pending stock availability) or a refund/store credit.

Aunt Alma will not offer replacement or compensation for equipment that is deemed as damaged once received, including but not limited to equipment that has been burned due to overuse and/or mishandled.

 

Ordering

Orders to purchase goods or services from Aunt Alma may be placed by you via the website. You acknowledge that no orders will be processed unless authenticated by receipt of the Password (“Authentic Orders”). Once you send Authentic Orders, they are irrevocable. You are liable for, and Aunt Alma can rely upon, all Authentic Orders. Authentic Orders are considered authenticated once Aunt Alma delivers the goods or services set out in the Authentic Order. Where Aunt Alma part performs an Authentic Order, each part of the order will be deemed a separate contract at the time the goods or services are delivered.

 

Payment, Pricing & Promotions

Payment must be finalized before goods will be shipped. Payment can be made by card (Mastercard, Visa, or American Express) or by Paypal. We do not offer credit accounts during the first 6 months of doing business with a new customer, but after that time, 30-day accounts can be offered to businesses that meet our minimum monthly spend requirements. If you wish to discuss setting up an account, feel free to give us a call. All prices displayed on our website are excluding GST.

 

Viewing Orders

You can view your complete order history through the My Account section of the website.

 

Updating Account Information

You can update your account information through the My Account section of the website.

 

Shipping, Handling & Tracking

Aunt Alma strives to send out all orders the same day they are placed; however, this cannot always be achieved. Once goods have been accepted by our third-party couriers, Aunt Alma cannot be held accountable for damage, delays, and/or lost parcels as a result of the courier. Aunt Alma does not guarantee a time frame for delivery and cannot be held accountable for a delivery that is deemed delayed. Please note that during seasonal periods, courier services can experience delays.

Please be aware that shipping prices shown at checkout are an estimate, and prices are subject to change once your order has been shipped. Aunt Alma reserves the right to hold your order until any additional freight costs have been paid.

If your delivery is unsuccessful, redelivery or return-to-sender fees may incur. Any additional fees will require payment, and if payment is not received, Aunt Alma reserves the right to place your account on hold until payment is made.

Aunt Alma cannot be held responsible for any lost or stolen goods once the courier has marked the parcel as delivered if authority has been given to leave your goods unattended. Aunt Alma cannot be held responsible for goods that have been received with proof of delivery. Please note Aunt Alma cannot offer any compensation or replacement until an investigation has been completed with the assigned courier. This process can take anywhere from 4 to 8 weeks at a minimum.

If the provided address is deemed unsafe to leave by the courier, then a second redelivery fee will be required. This includes security complexes and apartments, locked gates at residences, unsecured pets, main roads, and other high-traffic areas. Aunt Alma cannot be held responsible for a courier deeming the provided delivery address as unsafe.

Please note the following special delivery requests:

• Palletized deliveries that require a hand unload upon delivery will be charged a manual hand unload fee.
• Couriers often split deliveries of multiple parcels, satchels, or other items that have been sent under one consignment. Aunt Alma cannot offer any compensation for split deliveries and cannot guarantee parcels to be delivered in full.
• Specified delivery time frames or days may not be possible. Aunt Alma cannot be held liable if the third-party courier chosen cannot meet a specified delivery timeframe or date.

Aunt Alma cannot take responsibility for special instructions for delivery. Third-party couriers have their own service options depending on their price and range.

Aunt Alma does not accept any liability or make any warranty in relation to the goods except as provided herein or as required by law. Under no circumstances shall our liability exceed the purchase price of the goods. Aunt Alma will not be liable for any loss or damage which is consequential, indirect, or due to circumstances beyond our reasonable control.

Fragile items can often be damaged during transit. Even though we strive to label parcels with fragile tape and sufficient protective packaging, our third-party couriers can still be very rough. We cannot be responsible for damages that occur to parcels during transit. We may provide a credit given the circumstance, but we cannot guarantee a credit for every instance. Where claims are being made for damaged goods, the original packaging must be provided. If packaging is not able to be provided, Aunt Alma reserves the right to refuse your claim.

If selecting store pickup as your courier method, you must wait until you receive email confirmation that the order is ready for collection prior to arriving at our warehouse. We cannot give a guaranteed time frame for click and collect turnaround; we aim to have orders ready for collection within 24 to 48 hours; however, this is subject to change depending on our daily operations.

It is the customer's responsibility to provide their accurate address when placing an order. If an invalid/incorrect address is provided, redelivery or redirected delivery fees will incur. Aunt Alma will not cover any associated costs due to incorrect details provided. Aunt Alma reserves the right to place accounts on hold until said fees have been paid.

At this time, we are unable to ship large bulky goods such as decorator items to our international customers.

To track your consignment for your chosen courier, please see the links below:

• TNT/Fedex: https://www.tnt.com/express/en_au/site/shipping-tools/tracking.html
• Direct Freight: https://www.directfreight.com.au/ConsignmentStatus.aspx
• DHL Express (international): https://www.dhl.com/au-en/home/tracking.html

 

Credits and Refunds

Any credit owed to you for damaged or missing stock will be credited to your internal credit account. This balance is connected to your account on our web store and works as in-store currency. It can be used to pay for orders by selecting to pay using your internal store credit at checkout. If you do not have enough credit to cover the entire order, any available credit will be deducted from the total, and the remaining amount can be processed using your normal payment method. The My Credit Page on the 'My Account' dashboard displays your entire credit history, including when and why credit is added or deducted from the balance.

Refund requests must be confirmed by our accounts department. Confirmation can take anywhere from 5-10 business days. Once confirmed, your refund can take 7-14 business days to appear in your account. Refund transaction receipts are available upon your request. Please note Aunt Alma will not offer refunds for change of mind returned goods.

 

Missing Stock

Please understand that with over 14,000 SKUs, our inventory may sometimes be slightly incorrect. This can result in the purchase of stock that is unavailable. When this occurs, a credit for the missing stock is allocated to the customer's internal balance, and the customer is advised via email. For more information on customer credits, please refer to the credits section above.

International customers can only receive a store credit for any missing/incorrect items received on an order. We will not resend items for our international customers, including all equipment.

We must be notified of any items missing from your order within 7 days of delivery. Any claims made outside of this timeframe will not be honored.

 

Fragile Items

All fragile items, including but not limited to frames, plinths, backdrops, acrylics, and decorative pieces, have varying imperfections. If you receive an item that includes such an imperfection, please contact us to determine if compensation is deemed necessary. Imperfections that result in the item being unusable will be eligible for compensation. Please be aware that the mesh frames specifically have varying alignment which will not be covered for compensation.