Terms of service

Thank you for shopping with Eroma Wholesale Pty Ltd. We appreciate that you like our wide range of products. We also want to make sure you have an extraordinary experience while you’re exploring, purchasing and evaluating our products, whether you’re at our online store, in one of our showrooms, on the phone or LiveChat with customer service. To make it easier to read, we will refer to these entities as “Eroma” in this policy. 

As with any shopping experience, there are terms and conditions that apply to transactions with Eroma. By placing an order or making a purchase at Eroma, or by accessing any areas of https://eroma.com.au/ and other related websites, you agree to be legally bound and to abide by the terms set forth below.

We have a variety of secure payment options available for you:

1. Credit Card - We accept Visa and Mastercard online. Orders are processed immediately and sent to our warehouse for packing. This is the fastest way to receive your order and our most popular payment method. There are no additional surcharges for payments by Credit Card.
2. PayPal – We accept PayPal. Simply tick this option on checkout and access your PayPal account through our website. This way, your payment will be processed immediately. If you log into your PayPal account through a generic pathway, we will require up to one business day to identify and confirm your payment. Please ensure that you use your invoice number in the PayPal notes and pay us at info@eroma.com.au. A  surcharge applies.
3. PayPal - Pay in 4 - PayPal Pay in 4 allows you to pay for your purchase in 4 interest-free instalments. Your first instalment is due at the time you make your purchase. The next 3 instalments are due every 14 days after your first instalment. Repayments are made automatically from your PayPal account using the payment method you select. If you miss a repayment your credit rating and credit score may be affected in a way that impacts your ability to obtain further credit. You may repay the amount you owe in full at any time, without any fees or charges. We may carry out a credit check when you apply – if we do, this will leave a mark on your credit file which may impact your ability to obtain credit in future and/or the cost of that credit. Before you proceed, please carefully consider the terms and conditions below and whether you will be able to make the repayments when they are due. 
   PayPal Pay In 4 - Full Terms and Conditions.
4. Direct Deposit – We accept Direct Deposits. Simply select this option on checkout. Upon completion of checkout, you will receive our bank details on the emailed invoice, so you can transfer the order amount into our bank account. Please use your order number as the reference number when making the transfer. No fees apply for this type of payment. Depending on bank processing times, this can take between 24 and 72 hours.
5. Phone Payment (credit card) – Select this option if you would like to phone us with your credit card details upon completion of checkout. Simply ring us in Sydney on 02 8488 1099, Melbourne on 03 8652 1510, Brisbane on 07 3703 1350, or Perth on 03 8652 1510 within 7 days of placing your order, and quote your order number. Payments are instant and secure. Please note that we cancel unpaid orders after 7 days. A surcharge applies.
6. Pay at Pickup (cash, eftpos or credit card) – Select this option if you would like to pay at our warehouse on pickup. Please note that we cancel unpaid orders after 7 days.

For Pickup Orders - If you have paid for your order online via credit card or you wish to pay cash or card at pickup, you can collect your order at your convenience. It is advisable to phone ahead to eitherSydney on 02 8488 1099, Melbourne on 03 8652 1510, Brisbane on 07 3703 1350, or Perth on 03 8652 1510 and advise us of your collection time to ensure your order is ready prior to your arrival. If you have paid via Direct Deposit, please note that you can only collect goods once payment has been cleared. Depending on bank processing times, this can take between 24 and 72 hours. You will be emailed as soon as we receive the funds. If someone other than yourself is picking up the order, please provide them with the order number, and the name the order is under.

For Shipped Orders - Once payment has been received, your order is immediately placed in the queue to be packed and shipped in sequence. You will receive email notifications throughout the process as well as tracking details, so that you can easily track your order once shipped.

Shipped orders are designated to be supplied from your closest Eroma warehouse however if certain products are only available from an alternative warehouse an order may be split across various warehouse locations.

The products offered by Eroma are subject to availability and may be withdrawn at any time. We reserve the right to refuse to accept an order in whole or in part. We will process your order once you have registered and we have received your payment details.

All pricing is subject to change without prior notice.

The prices quoted by an Eroma representative or viewed on https://eroma.com.au/ are in Australian dollars (AUD) and are fully inclusive of government taxes (GST). International orders will have the GST removed.

The minimum quantity for all international orders is $5000 AUD excluding government taxes (GST).

We fundamentally believe you will be thrilled with the products you purchase from us. That's because we strive to ensure that they’re sourced or made in line with our customer needs. We understand, however, that sometimes a product may not be what you expect it to be. In that event, we invite you to review the following terms relating to returning a product or making a claim for a refund, credit or replacement product. 

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection law and regulations. Please note that there may be limitations to your right to return and obtain a refund for products. However, these will always be subject to your statutory rights.

There are a number of reasons why you might want to return a product or make a claim for a refund, credit or replacement product:

• Change of mind - You made an error or no longer need the product
• The product is not conforming to specifications
• You received the wrong product
• You received a damaged product
• Your order got lost in transit by the courier company
• Your delivery was incomplete

In case of a “change of mind” claim, there are some items that are ineligible for return. Due to our hygiene and quality control purposes, we do not accept returns on:

• Fragrances and fragrance notes
• Diffuser Base
• Wax
• Candle additives
• Wicks
• Colour dyes, chips or blocks
• Butters
• Melt and pour soap
• Liquid Soap
• Hand Sanitiser 

This ensures we only sell quality products that have not been tampered with, diluted or exposed to temperature change. Products need to be returned at your cost, in original condition suitable for resale. For  a “change of mind” claim, a 20% admin/re-stocking fee (with a maximum limit of $250) will apply to enable us to process the claim, do quality control checks and put items back in stock online and in the warehouse.

All claims must be lodged within 7 days of receipt or delivery of goods. In the case of a lost order, please allow 7 days for it to arrive, and then lodge your claim within 7 days thereafter.

Eroma offers deliveries to most areas of Australia. Delivery can be overnight, and no more than 7 working days to most parts in Australia from date of dispatch. Please note that not all payment methods are instant. For Direct Deposits and sometimes PayPal, it can take 1 to 3 days for funds to appear in our account, which delays the processing of your order.

Upon delivery, please check completeness and quality of products to ensure you are satisfied with your purchase. A delivery is interpreted as an attempted delivery by us. We do not accept liability for delay in the event there is no-one to receive the delivery at the delivery address. We advise all customers to carefully choose an address where someone will be available during normal business hours to receive the goods. If no-one is there, or if the delivery address details provided by you are incorrect and thus affect delivery, you will be responsible for the cost if the parcel is returned to us and if you wish to have the shipment returned back to the correct address.

Claims must be lodged within 7 days of delivery/expected delivery.

Please use our online claims form located on our contact us page, and ensure you submit all relevant information, e.g.

• Reason for claim
• Your contact details
• Order number/date
• Delivery method/date
• Product item(s) and description, including quantity of item(s) and batch number of defective items
• Photos showing any defective items AND the package, as it looked when it arrived

Await response from our customer service team. Our team will assess the claim and advise you via phone, chat and/or email about the provisional outcome within 2 business days.

If we request the return of products, customer service will issue you with a Return Authorisation (RA) number. If you return your goods without the RA number, Eroma will not be liable for any return delivery charges. Upon receipt of the RA number, you will be advised of the best return shipping address for your goods. Please return these within 7 days and ensure the RA number is written on each box and all items are packed safely. Where possible, all products should be packed in the original, unmarked packaging, including any instructions or documentation that shipped with the product. Broken items will not be refunded if packaging was inadequate.

If, upon inspection, Eroma approves your claim, please pay any outstanding fees if applicable.

You will then receive a credit that can be used towards a future purchase(s). Or - for claims regarding missing or defective goods - you can choose to receive replacement products (if sufficient stock is available) or a refund. 

You will not be charged any additional shipping or handling fees, unless the return of goods occurred as items were simply not wanted (“change of mind”). All refunds will be at the sole discretion of Eroma. No claims will be accepted if the product has been damaged or abused through misuse.

Credits

If we issue your account with a credit that can be used towards future purchase(s), these credit(s) are accessible when checking out under “payment options” and selecting “Internal Credit”. This credit will be available within 2 business days following approval.

Refunds

If we issue a refund, these get reviewed by management and then processed by our accounts department. It can therefore take up to 2 weeks for funds to appear in your bank account.

Replacement Products

If we approve the dispatch of replacement product(s), and have stock readily available, these will be shipped within 2 business days following approval.

An order can be cancelled any time prior to shipment. However, you will be charged a 20% admin/re-stocking fee (with a maximum limit of $250). If your order has not been paid for and not been picked and packed, your order can be cancelled with no penalty.

Should you wish to add additional items to your order, you will have to place a separate order online. This new order will then be shipped separately in sequence. Our warehouse staff pack hundreds of orders every day and it is simply not possible, once an order has been processed, to unpack this order to remove or add items. 

The https://eroma.com.au/ website is owned and operated by Eroma Wholesale Pty Ltd - ACN 113 119 289. The goal of the website is to provide access to a range of products for sale and delivery to anywhere in Australia.

To ensure a safe environment for all users, we have established these terms and conditions. In this way, you will know what you can expect from us, and what we can expect from you. By accessing any areas of https://eroma.com.au/ and other related websites, you agree to be legally bound, and to abide, by the terms set forth below.

If you are a minor (under the age of eighteen), you cannot place orders with Eroma. By accepting these terms and conditions you are acknowledging that you are over the age of eighteen years. Should Eroma suffer any damages or any other losses as a result of a minor making a transaction, Eroma reserves the right to seek any compensation for losses from the parents or guardians of the minor who placed the order(s) with Eroma.

Eroma only offers original products and attempts to be as accurate as possible. However, we do not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by Eroma itself is not as described, your sole remedy is to return it in unused condition.

All copyrights, trademarks and other intellectual property rights in the design, layout, wording and concepts of this website are reserved to Eroma. Any copying of the design, layout, wording, concepts or other unauthorised use will infringe our rights.

Trade marks, copyrights, brand names, product and company names related to the products appearing on this website are the property of their respective owners. Eroma does not claim to own any of these trademarks, copyrights, brands or product names nor does it claim that Eroma is related to, endorsed by, or in any other way connected or associated with the respective owners and/or their related companies and agents.

Disclaimer of warranties and limitation of liability. This site is provided by Eroma on an "as is" and "as available" basis.

Eroma cannot accept liability for any indirect loss, loss of enjoyment, loss of profit, loss of business, loss of goodwill or any other loss in connection with the operation of this website or purchase. We are unable to confirm that the information set out in this website is totally accurate or complete. This website may from time to time contain links to other websites on the Internet. We are not responsible for the availability or content of those websites.

Eroma makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials, or products included on this site. You expressly agree that your use of this site is at your sole risk. To the full extent permissible by applicable law, Eroma disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Eroma does not warrant that this site, its servers, or e-mails sent are free of viruses or other harmful components. Eroma will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, incidental, punitive, and consequential damages.

These terms and conditions constitute the entire agreement and understanding of the parties and supersedes any previous agreement between the parties. They shall be governed by Australian law and the parties hereby agree to submit themselves to the exclusive jurisdiction of Australian Courts.

We welcome your comments. If you have any questions or concerns about our terms and conditions, please contact us.

DISCLAIMER

Website Disclaimer: References to other sites are provided as an information service only and should not be construed as an endorsement of any organisation or product. Conversely, omissions should not be construed as non-endorsement. Although care has been taken to provide links to suitable material from this site, no guarantee can be given about the suitability, completeness or accuracy of any of the material that this site may be linked to or other material on the Internet. Eroma Wholesale Pty Ltd will not accept any responsibility for the content of material that may be encountered.

General Disclaimer: While every effort has been made to ensure accuracy and completeness, no guarantee is given nor responsibility taken by Eroma Wholesale Pty Ltd for errors or omissions in this information and Eroma Wholesale Pty Ltd does not accept responsibility in respect of any information or advice given in relation to, or as a consequence of, anything contained above. The above information is issued by Eroma Wholesale Pty Ltd for guidance only and we acknowledge that other important precautions may be applicable and that are not contained in this document. Therefore we take no liability for the information contained above in any way, shape or form and we recommend that you seek further information from the relevant authority.