Shipping, Returns, Terms and Conditions
CCD Animal Health Pty Ltd (CCD)
TERMS AND CONDITIONS OF SALE
Placing an Order
Any order placed via this website is an offer to purchase the goods ordered at the price specified on this website at the time the order is placed.
CCD reserves the right to accept or decline, in whole or in part, any order placed by the Customer.
If CCD accepts an order placed via this website, that acceptance results in a binding agreement for the supply of goods. An order will be accepted by issuing of an order confirmation email. Please note that the processing of a payment does not constitute acceptance or verification of an order. It is the
Customer’s responsibility to ensure that the details of the order in the confirmation email are correct and to notify CCD of any errors in the order within 24 hours of receiving the confirmation email.
A further email will be sent to the Customer upon dispatch of the goods by CCD to the Customer. This will state: Customer Name, Delivery Address, Date order sent, Method of despatch. If refrigeration is required on arrival, the customer will be notified on day of dispatch with maximum expected delivery date.
Payment for website orders must be received prior to dispatch of any goods
Payment may be made by credit card, PayPal or direct deposit. In all events, CCD will not dispatch goods until payment in full in cleared funds has been received by CCD
Goods not in stock
If goods ordered are not in stock at the time of the order, CCD will notify the Customer via email or phone call and, unless the Customer specifically instructs otherwise before the goods are dispatched, CCD will supply the goods when stock becomes available
An email will be sent to the Customer upon dispatch of the goods by CCD to the Customer. This will state: Customer Name, Delivery Address, Date order sent, Method of despatch. If refrigeration is required on arrival, the customer will be notified on day of dispatch with maximum expected delivery date.
Shipping – Freight/Postage
Goods will be dispatched to the delivery address as indicated when the order is placed on the website
Goods may be sent via post or courier
Freight for orders will be calculated by the Customer entering their postcode into the Postage Calculator at Checkout
If an order contains temperature sensitive goods, a packaging fee of $4.75 including GST charge will be charged
Temperature sensitive goods will be dispatched between Monday and Wednesday to avoid delay of delivery over the weekend
CCD will not assume any responsibility or liability for items which arrive to the specified delivery address within the specified time but are not collected by the Customer
CCD will only ship within Australia
All prices are shown in AUD including GST (where appropriate) and do not include any postage, handling, freight, packing, or insurance fees
Pricing specified at time of order will be honoured
Pricing is subject to change without notice
Return of Goods Policy
The Customer must contact CCD to advise details of goods to be returned.
Upon being notified CCD will allocate a Return Authorisation Number and sending a Return of Goods form. This form is to accompany goods being returned.
CCD will not receive goods for return unless a Return Authorisation Number has been allocated to the goods. Please note that the allocation of a Return Authorisation Number is not acceptance of return of goods or a promise of replacement goods.
Goods accepted by CCD for return are to be returned to CCD at the Customer’s cost unless inaccurate goods sent by CCD.
Goods will be accepted for return at the discretion of CCD. Goods that, in the sole opinion of CCD, are so damaged as to be unfit for use and/or resale will not be accepted for return.
The following goods may be accepted for return:
Goods damaged in transit to the Customer
Incorrect supply that is excess, (but only to the extent of the excess) or wrong goods.
The following items will NOT be accepted for return on any basis:
Goods sold on a specific non-return basis.
Goods having a broken seal or label removed.
Goods involved in a fire sale, sacrifice sale or bankruptcy sale.
Goods damaged which is not the fault of CCD.
Vaccines and temperature sensitive goods.
Goods accepted by CCD for return will be replaced by CCD with equivalent or correct goods, or a refund will be issued.
A refund may be issued if:
the order is cancelled prior to the goods being dispatched
an item is out of stock and cannot be dispatched within 2 weeks of the order being placed
the goods arrive damaged and that damage is too extensive for the goods to be returned to CCD
the goods are returned as per section 6.
In all cases of a refund being issued, CCD will contact the Customer prior to the transaction.
CCD Animal Health Pty Ltd
ABN 13 151 737 950
CCD Animal Health Pty Ltd (‘CCD’, ‘our’, ‘we’ or ‘us’) take your privacy and security very seriously. We respect your rights to privacy under the Privacy Act 1988 (Cth) (“Act”) and we comply with all of the Act’s requirements in respect of the collection, management and disclosure of your personal information.
This policy relates only to the personal information management practices of CCD.
Personal information means information which identifies you as an individual, or from which your identity can reasonably be ascertained.
This Policy describes how we collect, store, use and disclose personal information and also explains your rights to access and correct that information or make a complaint about our handling of our personal information (regardless of the form of the information and whether the information is true or not).
This policy does not relate to personal information held about current or former employees of CCD.
WHAT TYPE OF PERSONAL INFORMATION DO WE COLLECT?
We only collect personal information if it is necessary for one of our functions or activities. The type of personal information we collect will depend on the reason for collection. Generally, the types of personal information we collect will include name, contact details and records of communication with us.
In addition, we collect information relating to:
- details of the products and services you have purchased from us or which you have enquired about, together with any additional information necessary to deliver those products and services and to respond to your enquiries;
- marketing preferences, including the type of marketing materials you wish to receive and the method of delivery (email, SMS, direct mail, or other);
- responses to customer satisfaction, service development, quality control and research surveys and similar activities;
- any additional information relating to you that you provide to us directly through our websites or indirectly through use of our websites or online presence, through our representatives or otherwise; and
- information you provide to us through our customer surveys or visits by our representatives from time to time.
We may also be required to collect your personal information under State and Territory veterinary surgeons’ legislation.
- employment and academic histories and the names of referees. We will collect this information directly from organisations that provide recruitment related services to us, and from third parties who provide job applications with professional or personal references.
We will also collect information, including names and contact details, about:
▪ people involved in or through organisation that we support;
▪ our suppliers (this information is collected for business-related purposes but contains some limited personal information such as contact details of the people that we liaise with);
▪ people who correspond with us, including through our website, in which case we may keep a copy of that correspondence and relevant contact details; and
▪ people who request information updates about us through our mailing list.
Our website may contain links to other websites. Please be aware that we are not responsible for the privacy practices of such other sites.
HOW WE COLLECT AND HOLD PERSONAL INFORMATION
Where it is reasonable and practicable to do so, we collect personal information directly from you when you correspond or register your details with us, or provide feedback to us. Depending on the nature of our interaction with you, we may collect personal information from third parties – for example, information about job applications is collected in manner set out above.
CCD may also collect personal information about individual veterinary surgeons (for example where other veterinary surgeons are also involved in the care of an animal), contractors and other individuals who interact with us. This information is generally collected for administration and management purposes.
We hold personal information in hard copy (paper) or electronic form. If you provide information to us electronically, we retain this information in our computer systems and databases. Information held in electronic form is generally held on servers controlled by CCD or on servers controlled by third parties under contractual arrangement with CCD in Australia. CCD uses physical security, password protection and other measures to ensure that personal information stored in electronic form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.
Personal information collected in hard copy (paper) form may be converted to electronic form. Information held in paper-based form is generally securely stored at our veterinary clinics, or our head office. CCD uses physical security and other measures to ensure that personal information in hard copy form is protected from misuse, interference and loss; and from unauthorised access, modification and disclosure.
WHY WE COLLECT, HOLD AND USE PERSONAL INFORMATION
We may use personal information for the primary purpose for which it is collected (e.g. the provision of our veterinary wholesaling services) or for purposes related to the primary purpose where it would be reasonably expected that we would use the information in such a way, or in other limited circumstances as set out in the Privacy Act 1988 (Privacy Act).
We collect, hold and use your personal information to:
▪ to provide products and services to you and to send communications requested by you;
▪ to answer enquiries and provide information or advice about existing and new products or services;
▪ to manage, monitor, plan and evaluate our services;
▪ for safety and quality assurance and improvement activities;
▪ for testing and maintenance of information technology systems;
▪ for product and service development, quality control and research to improve the way CCD and its service provides provide products and services to us and you;
▪ to seek your feedback in relation to customer satisfaction and our relationship with you and perform research and statistical analysis using such feedback;
▪ to correspond with people who have contacted us, and deal with feedback;
▪ to recruit and assess potential employees;
▪ for marketing (including direct marketing), planning, product or service development, quality control and research purposes of CCD;
▪ to maintain and update our records;
▪ to comply with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country;
▪ to answer your questions, provide you with information or advice, or consider and respond to requests or complaints made by you.
WHY WE DISCLOSE PERSONAL INFORMATION
We may not disclose personal information to third parties unless we are permitted to do so by law or we have obtained consent to do so. We may disclose personal information for the primary purpose for which it is collected or for purposes related to the primary purpose where it would be reasonably be expected that we would use the information in such a way.
Third parties we may disclose personal information to include:
▪ Veterinary care professionals (for example, veterinary pathologists) in the course of the provision of veterinary care (where this is consistent with our APVMA GMP licencing, legal and professional obligations);
▪ Data analysts, IT service providers and our advisors including our professional advisors (including legal and financial advisors);
▪ Financial institutions involved with administering billing (including administration of insurance and other third-party payment arrangements) and debt recovery; and
▪ Government agencies.
We take steps to ensure that our service providers are obliged to protect the privacy and security of personal information and use it only for the purpose for which it is disclosed.
OVERSEAS DISCLOSURE OF PERSONAL INFORMATION
Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.
We may use cloud computing services or data storage located overseas in which case information may be stored, under our control, on computer servers located outside of Australia.
ACCESSING AND CORRECTING PERSONAL INFORMATION
You can request access to your personal information held by us, or request that it be corrected, by contacting us at the address below.
Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.
If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may request that we amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment then we will add a note to the personal information stating that you disagree with it.
DESTRUCTION OF PERSONAL INFORMATION
CCD will take reasonable steps to destroy or permanently de-identify your personal information where it is no longer required.
COMPLAINTS ABOUT HANDLING OF PERSONAL INFORMATION
We will consider and respond to your complaint within a reasonable period. If you are not satisfied with our response to a complaint, or you consider that CCD may have breached the Australian Privacy Principles or the Privacy Act, you are entitled to make a complaint to the Office of the Australian Information Commissioner.
The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992. Full contact details for the Office of the Australian Information Commissioner can be found online at www.oaic.gov.au.
CHANGES TO THIS POLICY
Call us: 1300 791 009
CCD Animal Health
Unit 2, 84-92 Barnes Street
Tamworth NSW 2340