Terms And Conditions
Security and Privacy
Trademarks, Copyrights and Restrictions
All material on this site, including, but not limited to images, illustrations, audio clips, and video clips, is protected by copyrights, trademarks, and other intellectual property rights which are owned and controlled by Home Caring Australia Pty Limited as trustee for Home Caring Australia Trust (“Home Caring”), its related companies or by other parties that have licensed their material to Home Caring. Material on homecaring.com.au or any Web site owned, operated, licensed or controlled by Home Caring is solely for your personal, non-commercial use. Such material may not be copied, reproduced, republished, modified, uploaded, posted, transmitted, or distributed in any way, including by e-mail or other electronic means, without the express prior written consent of Home Caring. Use of the materials on any other Web site or networked computer environment, or use of the materials for any purpose other than personal, non-commercial use is a violation of Home Caring copyrights, trademarks and other proprietary rights, and is prohibited.
Collection and Use of Information
Home Caring collects personal data for the purpose of providing a specific product or service requested by the customer. Certain information may be required in order to provide this product or service, such as full name of customer and recipient, authorised users, e-mail address, billing address and contact phone numbers.
The information collected may also be used to inform the customer of additional products and services, which may be of interest to them. All marketing material sent to the customer will include an option for the customer to request removal from mailing or contact lists for any future marketing.
Disclosure of Information
Home Caring will not disclose any personal information such as your name, address, email, telephone number to any person outside of the company, unless the customer has authorised us to do so or unless required by law to disclose such information. Furthermore, under no circumstances will Home Caring sell or receive payments or services for disclosing customer’s personal information to any partner or external company.
Internet Explorer Users
- 1. In an IE browser window, select Tools > Internet Options
- 2. Select the Security tab.
- 3. Select the Internet zone.
- 4. Move the slider to select the Medium security level.
- 5. Click the OK button.
- 1. Choose Edit and Preferences.
- 2. Click the plus sign (+) next to the Advanced menu option in the left column and select Scripts & Plugins.
- 4. Click the plus sign (+) next to the Privacy & Security menu option in the left column and click Cookies.
- 5. Make sure that one of the three Enable options for cookies is checked.
- 6. Click OK.
If you are still having problems please consult your administrator or contact us via email.
If you are still uncomfortable purchasing online at dementiacaring.com.au, that’s fine! You can call our experienced sales team 24 hours from within Australia on 1300 100 788.
Home Caring customers have the right to remain anonymous except in circumstances where personal information is required to complete a credit card or account transaction. Home Caring will not disclose the sender information to the recipient unless specifically requested to do so by the customer.
Privacy in email
In email communications, there has always been, and always should be, an expectation of privacy between the sender and the intended recipients of a message. Privacy is compromised, however, if personal information or private email content is shared with parties other than the sender and intended recipients without their consent. Home Caring does not share or reveal email content or personal information with third parties. Email messages remain strictly between the sender and intended recipients.
Unsubscribing from Home Caring e-specials
Home Caring customers can elect to receive the Home Caring e-specials by joining as a Home Caring member and opting to receive our plain text or HTML email. At any stage, should you wish to stop receiving any of these promotional emails, simply click on the “Unsubscribe” link at the bottom of the email, or email customer service at [email protected] and request to be removed from our marketing list.
We will promptly remove you from email communications.
If you are having difficulties accessing the site or parts of the site check that:
- Your cache is cleared
- You haven’t bookmarked secure pages
- You have refreshed the page
- If you are still experiencing difficulties send an email to our web support area, providing as many details as possible to ensure a prompt and accurate response.
For customer security, your IP address has been logged and will be recorded with your purchase details.
Returns and Refunds
Should your products be faulty within three (3) days of the delivery date and we are satisfied that all care instructions provided have been followed, Home Caring will be happy to resend new set of products. Home Caring reserves the right to request photos or images of the original products. Home Caring requires that any dissatisfaction with the products be communicated to Home Caring Customer Service within 3 days of delivery.
To assist us in quality control, it is our policy to collect the original products. Regretfully, we cannot arrange a resend of products to you if the original products are disposed of or images are unavailable.
Should you need to cancel your order, money will be refunded less a $50 administrative fee, ONLY IF notice is received by Home Caring at min. 24 hours prior to the scheduled delivery date. We are unable to cancel orders that are already prepared and are with our courier for delivery. Cancellations received after the applicable period stated above (ea. if delivery is on the same day) are void. You may opt for the full refund value to be issued in a form of a gift voucher to avoid administrative fee. Call us to discuss your options.
As each product is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call our Customer Service Department on 1300 100 788 to discuss any queries or concerns you may have in relation to your products sent or received. A number of resolutions may be available to you and are subject to your particular situation.
Note: All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased, if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher to the same amount paid will be issued for all cash purchases.
Terms and Conditions
1. GENERAL TERMS AND CONDITIONS
I. This website is owned and operated by Home Caring Pty Ltd. ABN: 46 604 047 752
II. Home Caring Pty Ltd trades under Home Caring and Home Caring.
III. By accessing, browsing or using this website, you agree to all terms, conditions and disclaimers.
IV. Home Caring may amend these terms and conditions from time to time. Any amendment is effective immediately.
Delivery Fee Quote Guarantee
I. Prior to checkout, The Home Caring Group agrees to quote and/or display the delivery fee.
II. The delivery time selected by the customer is the latest the delivery can be made. The delivery can be made anytime, up to or before, the selected delivery time.
III. Depending on the location, Saturday deliveries are available and additional delivery charges may apply. Customers will be informed prior to checkout if a Saturday delivery is possible.
Sunday and Public Holiday Deliveries
IV. Deliveries on Sundays and public holidays are not available, except when stated otherwise.
Special Events Deliveries
V. The Home Caring Group sets different terms and conditions in relation to special events. These include, but are not limited to, Valentine’s Day, Mother’s Day and Christmas.
VI. Terms and Conditions in relation to special events will be updated on our website from time to time and will be effective immediately.
Deliveries in Transit
I. The Home Caring Group does not provide a track and trace service or an estimated time of arrival once products are in transit for delivery.
II. Proof of Delivery (POD) times are available, if requested.
I. Certain products are dispatched with Australia Post or a third party courier.
II. The Home Caring Group accepts no responsibility for delays associated with Australia Post or the third party courier actions.
III. In the event when the goods are dispatched with Australia Post, the recipient is not available to accept delivery and there is no safe drop-off point, the goods will be returned to the closest Post Office and a calling card will be left notifying the recipient to pick up the goods. This still applies when ‘OK Front Door’ or ‘OK Back Door’ drop option has been selected.
IV. Home Caringuses reputable third party contract couriers, including Australia Post. Whilst every care is taken to ensure accurate and safe delivery, we cannot guarantee unforeseen circumstances, such as damage or delay that results in a parcel not arriving at a certain time or place. Home Caring will work with the customer to assist in resolving any issues that may be a result of a third party failure.
V. In order to avoid any disappointment, please place your order early to provide us with the best opportunity to deliver your gift by your preferred delivery date. For further information please feel free to contact one of our experienced Customer Service Consultants on 1300 100 788 or email us.
I. For Residential addresses, if a courier deems a delivery location unsafe, the order will be returned to the dispatch address and redelivery fees will apply. For Home Caring deliveries dispatched to Australia Post, see the above.
II. For business, school and hospital addresses, the Home Caring Group accepts no responsibility for delivered items that are redirected to the mailroom, front desk or reception.
Delivery Guarantee – Metropolitan Areas
I. We guarantee same day for all orders to metropolitan destinations placed before 2pm on weekdays and before 10am on Saturday – based on the local time in the recipient’s time zone.
Metropolitan orders placed before these cut off times are guaranteed to arrive:
by 5pm to a business address, and
by 6pm to a residential address.
DELIVERIES FOR VALENTINE’S DAY – Saturday, 14th February 2015
1.All deliveries to a residential address are guaranteed to arrive by 7pm on 13/02/2015 and 14/02/2015.
2. All deliveries to a business address are guaranteed to arrive by 5pm on 13/02/2015 and 14/02/2015.
3. We do not offer or guarantee any other requests for preferred times of delivery.
4. Delivery of orders to rural addresses, secured buildings or cemeteries cannot be guaranteed.
5. Orders for delivery to rural areas that cannot be delivered same day will be delivered the following business day.
6. Please note that certain products advertised on www.dementiacaring.com.au and www.homecaring.com.au may not be available in certain areas and will be substituted for a product of equal or higher value.
7. It is the responsibility of the customer to ensure they check their invoice and confirm the name and address details of the recipient are complete and correct. It is the responsibility of the customer to ensure that the recipient will be in attendance at the address at the time of delivery. As of 5pm (time in local delivery area), Wednesday 11/02/2015, we are unable to make changes to any orders that are due for delivery on Friday 13/02/2015 & Saturday 14/02/2015.
8.All attachments to Valentine’s Day products are limited to ensure that the product fits inside the presentation box and arrives to the recipient safely. This includes, but is not limited to, chocolates, vases and soft toys such as teddy bears and games.
9.No cancellations are to be made to orders placed for delivery on 13/02/2015 and 14/02/2015 or a 50% administration charge will be charged based on the total cost of the order. Please make sure all order details are correct at time of ordering.
10. A surcharge of $4 will be charged for orders placed on 13/02/2015 which are due for delivery on 13/02/2015 and all orders due for delivery on Valentine’s Day 14/02/2015.
11. Only products shown in the official Valentine’s Day range are available to order for delivery on Friday 13/02/2015 and Saturday 14/02/2015.
Please make sure all order details are correct at time of ordering.
As of 5 pm (time in local delivery area) Friday 8 May 2015, we are unable to vary any orders for delivery on Saturday 9th May.
As of 5 pm (time in local delivery area) Saturday 9th May 2015, we are unable to vary any orders for delivery on Sunday, 10th May.
As of 5 pm (time in local delivery area) Friday 8 May 2015, we are unable to cancel any orders for delivery on Saturday 9th May and Mother’s Day Sunday 10 May 2015.
Due to high demand, some colours and varieties of products may need to be substituted to meet delivery times
3. CUSTOMER OBLIGATIONS
I. Customers must supply The Home Caring Group with a valid phone number and contact email.
II. The Home Caring Group accepts no liability arising out of failure to contact a customer, where the contact details were not supplied, were invalid or incorrect.
I. It is the obligation of the customer to ensure the recipient’s delivery address is correct.
II. Failure to provide the correct delivery details may result in incorrectly delivered goods, undelivered goods and additional redirect or redelivery fees.
III. The Home Caring Group accepts no liability for incorrectly delivered or undelivered goods, where the customer made no reasonable attempt to correct the address within a reasonable period of time and/or the Home Caring Group acted reasonably when delivering the goods.
IV. Once delivered in accordance with your instructions, the product becomes the responsibility of the customer.
Recipient Details and Personalised Messages
I. The customer must ensure recipient details, such as their name and address are correct and also spelt correctly. The Home Caring Group accepts no responsibility for any incorrect information, when such information results from a reliance on information provided by the customer.
II. In regards to internet orders, customers should ensure that their personalised message is written to their satisfaction. The Home Caring Group accepts no responsibility for incorrect spelling, grammar or formatting.
4. ALTERATIONS AND AMENDMENTS TO ORDERS
I. We are unable to provide any alterations or amendments (including cancellations) for orders that have already been prepared and/or in transit.
II.. The Home Caring Group reserves the right to refuse alterations and amendments.
I. Alterations and amendments must be requested by 1.00pm (EST Sydney Time), the day before the set delivery date.
II. Same day deliveries are only available for Home Caring in certain locations.
III. Alterations and Amendments Disclaimer: during Special Events, including but not limited to, Valentine’s Day, Mother’s Day and Christmas deliveries, all orders are final and The Home Caring Group reserves the right to not accept any alterations, amendments or cancellations of already placed orders.
5. CANCELLATION OF ORDERS
I. Cancellation requests received at min.12 hours prior to the scheduled delivery date for deliveries within Australia, will incur an administration fee of $50.00. Customers may opt for the gift voucher to the full value of the order if they wish to avoid cancellation fees. Please contact our Customer Service on 1300 100 788 (int: +61 437 147 579) to discuss your options.
II. Cancellations received after the applicable period stated above, are void.
III. If the cancellation is authorised the difference will be refunded, within 3 – 5 working days, or at the discretion of the customer’s bank/financial institution.
IV. Home Caring is unable to cancel orders that are already prepared and/or are with a courier for delivery.
6. COMPLAINT POLICIES
Home Caring Three Day Complaint Policy
I. Any dissatisfaction with the product(s) must be communicated to Customer Service within three (3) days of delivery. Australia Callers: 1300 100 788 International Callers: +61 437 147 579.
II. The Home Caring reserves the right to request photos of the original product(s). To assist us in quality control it is our policy, if requested by us, to collect the original products.
Home Caring Complaint Policy
I. In the event that there are damaged goods in the package, please contact Customer Service immediately. Australia Callers: 1300 100 788 International Callers: +61 437 147 579.
II. The Home Caring Group reserves the right to request a photo of the damaged goods and/or a return of the damaged goods to a reply paid address.
8. PRODUCT RANGE
I. Products in the Home Caring range are not available at all locations. Customers will be informed when a selected product is not available in the delivery location.
II. When a product is unavailable in your chosen location Home Caring may be able to offer you an alternative product. Any orders outside our Home Caring delivery network are ‘Nationwide’ deliveries which are fulfilled by a third party relay service. These products are unbranded and not packaged in our signature boxes, and their prices may vary depending on location.
III. Home Caring products are available for delivery Australia-wide.
Substitution and Seasonal Availability Disclaimer
I. The Home Caring Group endeavours to fulfil orders in compliance with product descriptions, however orders may be subject to seasonal and product availability.
II. The Home Caring Group reserves the right to substitute products and items when necessary. Utmost care is taken to ensure the final product is as similar in quality to the requested item. Substitutions and alterations to the style of a product will be of similar quality and value.
Photography and Products
I. For photographic purposes containers such as dishes, glasses or other props may be used for display purposes and are not included with the final product. The itemised product description available on the product page outlines the contents of final products.
9. PRICING AND TRANSACTIONS
I. All prices quoted, unless otherwise stated, are inclusive of GST.
II. All prices, unless otherwise stated, are quoted in Australian dollars (AUD).
III. Product prices do not include delivery fees.
IV. In the event a customer is entitled to a refund, the refund will be made to the original credit card or paypal account. For paypal transactions the refund will be made to the paypal account.
We accept payment by Visa, Mastercard, American Express and Diners Club credit cards.
When providing your credit or debit card details you are agreeing that you are authorised to use that card and it must have sufficient available funds to cover your charges.
A surcharge of 3.5% is applicable for payments made with American Express credit cards.
A surcharge of 3% is applied for payments made with Diners Club credit cards.
I. Discounts apply to the product value and exclude the delivery charge.
II. Discounts may not be combined with any other offers, discounts or gift vouchers.
III. Discounts may not be redeemed for cash or transferred.
IV. Customers entitled to a discount must quote, enter or apply the valid discount code prior to order payment and finalisation.
V. Discounts will not be applied to an order after payment has been taken.
VI. These terms and conditions apply in conjunction with any terms and conditions, written on or associated with, ‘the discount’.
VII. Only one promotion code may be used per order.
11. GIFT VOUCHERS
I. The voucher is redeemable by the bearer for Home Caring, Home Caring merchandise to the value stated on the front of the voucher.
II. The voucher may not be used after the expiry date as stated on the certificate and is not exchangeable, refundable, replaceable or redeemable for cash, payment of accounts or other gift vouchers or discounts.
III. A minimum purchase value of $49.95 as stated on the gift voucher is applicable. The minimum purchase value is exclusive of delivery fees.
IV. The voucher is valid for deliveries made within the specified Home Caring Australia delivery network only.
V. The voucher cannot be used in conjunction with any other promotion, discount or certificate offer. Only one discount will apply per order and it will be the larger discount of the two.
VI. Limit of one voucher per order applies.
VII. The Home Caring Group is not responsible or liable for vouchers that are lost or stolen.
VIII. Gift voucher may only be redeemed on the Home Caring, and Home Caring websites, or over the phone on 1300 100 788.
X. The Home Caring Group will not redeem a voucher if our records indicate that it has already been redeemed or has not been issued.
XI.The value of this certificate can only be applied to orders over $49.95 and cannot be applied after your transaction has already been processed and completed. If forgotten, the voucher must be saved and used towards your next purchase.
XII. Any inconsistencies and issues arising from differences between the terms and conditions listed here and presented on the gift certificate/voucher is at the discretion of The Home Caring Group to resolve.
XIII. Gift voucher orders placed outside of business hours will be posted on the next business day.
XIV. For orders placed on Home Caring Group websites, voucher discount will be applied once the order has been processed by the consultant.
12. SECURITY AND PRIVACY
Collection and Use of Information
I. The Home Caring Group collects personal data for the purpose of fulfilling orders for products or services, or for the purpose of competitions and prize-giving, or for any other such purpose which requires the collection of personal data in order for The Home Caring Group to fulfil an obligation.
II. Personal data includes, but is not limited to: the full name of the customer and/or recipient or competition entrant, payment details, e-mail address, recipient address and contact (mobile) phone numbers.
III. The Home Caring Group does not keep records of customer credit card details.
IV. For customer security, your IP address has been logged and will be recorded with your purchase details.
Disclosure of Information
I. The Home Caring Group may disclose personal data necessary to third party service providers for the purpose of fulfilling customer orders and any other obligations, such as prize-giving or sponsorships.
II. The Home Caring Group will not disclose personal information to third parties for marketing purposes without prior authorisation.
III. Under no circumstances will The Home Caring Group sell or receive payments or services for disclosing customer’s personal information to any partner or external company.
Sender Anonymity and Disclosure
I. Customers have the right to remain anonymous except in circumstances where personal information is required to complete an electronic transaction.
II. The Home Caring Group will not disclose sender/customer information to a recipient unless requested or approved to do so by the sender/customer.
I. The Home Caring Group websites utilise cookies to store information of browsing history and to enable browsing features. We do not store any personal or financial information about customer-used cookies.
I. Customers can elect to receive promotional material by joining as a Member and opting to receive plain text or HTML emails.
II. In compliance with Australian law, all marketing material sent to the subscriber will include an option for the subscriber to request removal from mailing or contact lists for any future marketing.
I. Any party engaged in illegal activities involving the use of Home Caring Group websites will be subject to civil and criminal sanctions and prosecution.
II. The Home Caring Group does not guarantee that it will be able to prevent any illegal or inappropriate use of its websites, nor that it will give notice of any illegal or inappropriate use of its websites.
III. It is illegal to place orders under a false name, with a fraudulently obtained credit card or without the consent of the cardholder. Persons found to have placed a fraudulent order will be prosecuted.
14. GOVERNING LAW
I. The use of this website and these conditions is governed by and construed in accordance with the laws of Australia.
II. Any legal action arising out of its use shall be brought and enforced under the applicable Australian law.
III. By using this site, you agree to submit to the jurisdiction of the courts of Australia and any legal action pursued by you shall be within the exclusive jurisdiction of the courts of Australia.
15. THIRD PARTY SITES
Websites operated by The Home Caring Group may provide links to related third party sites. The Home Caring Group is not responsible for the privacy practices or the content of such websites and does not warrant the security of any information supplied to third party sites.
16. TRADEMARKS, COPYRIGHTS AND RESTRICTIONS
I. All material on websites owned, operated, licensed or controlled by The Home Caring Group, including but not limited to images, illustrations, audio clips, and video clips, is protected by copyrights, trademarks, and other intellectual property rights which are owned and controlled by The Home Caring Group its related companies or by other parties that have licensed their material to The Home Caring Group.
II. Material on any website owned, operated, licensed or controlled by The Home Caring Group is solely for your personal, non-commercial use. Such material may not be copied, reproduced, republished, modified, uploaded, posted, transmitted, or distributed in any way, including by e-mail or other electronic means, without the express prior written consent of The Home Caring Group.
III. Use of the materials on any other website or networked computer environment, or use of the materials for any purpose other than personal, non-commercial use is a violation of The Home Caring Group copyrights, trademarks and proprietary rights and is prohibited.
17. FORCE MAJEURE
The Home Caring Group is not liable for failure to perform obligations, including but not limited to, the fulfilment of an order or a delivery, if such failure occurs as a result of acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster) war, hostilities, civil war, rebellion, revolution, insurrection, military or usurped power, terrorist activities, government sanction, blockage, embargo, labour dispute, strike, theft, lockout or interruption or failure of electricity or telephone service or any other event or phenomenon beyond The Home Caring Group’s control.
If you are unsure of the delivery location or products availability, please give us a call:
– Australian Callers: 1300 100 788
– International Callers: +61 437 147 579
– Mon-Sun: from 6:00am to 8:00pm
General Delivery Information
A. Can I arrange an international products delivery?
Yes, please give us a call and we will arrange it for you. Australian Callers: 1300 100 788. International Callers: +61 437 147 579 Please note that $19.95 delivery and handling fee applies to all international deliveries.
B. Can I select a time for my products delivery?
You can select the latest time you would like the delivery to arrive. If you select ‘by 7.00pm’, your order will arrive anytime up to (before) 7.00pm on the day of delivery.
Available delivery times depend on the time you place your order and how far away the location is from our dispatch.
During Special Events, such as Mother’s Day, Christmas or Valentine’s Day, products delivery times are only set to ‘by 5.00pm’ for business addresses and ‘by 7.00pm’ for residential addresses. No VIP or timed deliveries are available during special events.
C. How much is product delivery?
Delivery charges start from $9.95. Charges are based on the time of ordering, the delivery location and what you choose as the delivery time.
To check how much is your delivery, please go through the Checkout once you have selected a product.
Step 1 – Enter your Delivery Suburb
Step 2 – Enter your Delivery Date
Step 3 – Select your Delivery Time option (deliveries can be made anytime up to or before selected time).
Your Product Delivery Charges will be calculated and displayed in your order total.
D. How do I know my products have been delivered?
To check, give us a call the next day.
Australian Callers: 1300 100 788.
International Callers: +61 437 147 579
E. What happens if I supply the wrong address?
Please be very careful in providing us with correct and up to date address information.
If you provide us with an incorrect address and we deliver your order as per your instructions, then we accept no responsibility for the mistake.
If we are unable to deliver to an incorrect address and the order is returned to our dispatch, we can redeliver, but at a charge of 50% of the original order cost plus the additional delivery charge.
F. Are you sending products on the weekend?
We deliver our products on Saturdays. Deliveries are by 5.00pm or by 7.00pm and deliveries are not available for all locations. For more flexible deliveries, please select a weekday.
We generally do not deliver on Sundays, with the exception of Mother’s Day Sunday.
G. Public Holiday Deliveries
Home Caring is unable to deliver to certain locations during Public Holidays. Please be advised that delivery restrictions vary between States. To check if a delivery is possible give us a call.
Australian Callers: 1300 100 788.
International Callers: +61 437 147 579.
H. Delivering Your Product Order
At Home Caring, we are aware that every product delivery is unique. To help us send your product gift smoothly, during the checkout process you’re required to select an ‘Address Type’ and then further delivery requirements.
I. Sending Products to a Business Address, ea. products delivery Sydney CBD?
You need to tell us whether we should:
Deliver to Reception.
Drop to Delivery Dock.
Please check that the recipient will be available on the day up until your selected delivery time.
Home Caring is not responsible for orders not collected by the recipient on the delivery day from either the Mail Room or Reception areas of the business.
II. Sending Products to a Residential Address?
You’ll need to tell us whether we should
Leave the order by the front door of the house.
Leave the order by the back door of the house.
Leave order at foyer/reception of security building or apartment block.
Please note, if the courier does not deem it safe to leave the order, it will be returned to dispatch.
A courier may deem a delivery location unsafe if
There is no sheltered area to leave the goods away from street or public view
There is no access to the building, unit/apartment or no suitable place to leave the delivery.
III. Sending Products to a School Address?
You’ll need to tell us whether we should
Deliver to Reception/Administration Office
To resend, there will be a redelivery fee will apply.
It is required that you select a delivery time of by 3.00pm or earlier for school deliveries. Please consider when school holidays are on when placing your order.
Special Event Deliveries – Valentine’s Day, Mother’s Day, Christmas
Mother’s Day Weekend: 10-12 May 2013
Christmas Deliveries: 10-24 December 2013
Valentine’s Day: 14 February 2014
All orders placed during special event periods are final and Home Caring will not accept any changes, amendments or cancellations to orders.
Delivery terms and conditions are subject to change during special event periods.