GRAINA General Terms & Conditions:
GRAINA is pleased to offer you this online service, which allows you to save time and money. Placing an order with GRAINA online indicates that you accept the following Terms & Conditions
You must ensure your account details are kept up to date. Any changes to your details must be updated through our site or you can contact us to update personal details. Any error in delivery or through transactions occurring due to incorrect details supplied will not be our responsibility
GRAINA considers registration information private, the safekeeping of your username and password are your responsibility. We are not liable for any unauthorised use of your username and password.
GRAINA is passionate about providing products at competitive prices. However, Prices can and do change regularly. Our website is constantly updated as price changes are received from our suppliers. All of our prices are in Australian Dollars (AUD) and prices are inclusive or Goods and Services Tax (GST).
The prices reflected on this website may differ to the prices in our stores. Please also note that the liquids (oils, personal care products etc) on this website include the price of the jars and containers they are packaged in. We have glass jars available for purchase in our stores if you require them.
Product and Medical Disclaimer
Not all of the products reflected on this website are available in all of our stores. And not all products available in-store are available online.
While we do our best to ensure our information is correct and up to date we cannot take responsibility for any inaccurate information or misrepresentation of materials on our website. Any medical advice on the website is not intended to replace a one-on-one relationship with a health care professional therefore you should always ensure you speak to your healthcare professional before making medical related decisions or making changes to your diet.
Graina cannot warrant the accuracy of this information on its website. We strongly advise you do your own research on products you are purchasing and consuming. We strive to ensure information is correct and up to date however; we take no responsibility for inaccurate information provided.
We aim to have current pictures of our products on the website however at times, the picture of the goods on the Graina online store may differ from the goods actually supplied to you.
With respect to products sold on the site in no event shall Graina, its directors, officers, employees and representatives be liable for any direct, indirect, consequential, special, exemplary or other damages related to the products sold.
Although we take great care to separate and pack all products carefully, the food sold on our website may have been packed in a store or facility that contains allergens, traces of allergens or bi-products of the following: peanuts,nuts, tree nuts, sesame seeds, seeds, soybeans and soy products, egg, pollen and bee products, preservatives, gluten and cereals containing gluten, wheat, rye, barley oats, spelt, dairy, fish, crustacea, and other products that may behave as allergens to certain people.
Also, where possible, we have tried to ascertain with our manufacturers that proper segregation, hygiene and cleaning procedures are in place to prevent accidental cross-contamination. Unfortunately, these things are beyond our control as much as we try to minimise them.
No allergen or nutritional information on our website should ever be considered a guarantee, but simply a best faith effort to serve our customers.
Order Changes & Cancellations
Should you wish to change or cancel an order please contact us immediately and we will try to rectify or cancel the order if possible.
As we strive to process orders quickly, there is only a brief period of time during which you may change or cancel an order. All orders are automatically processed on our secure merchant facility and this process incurs irreversible fees. If you wish to cancel an order, a full refund will be issued, minus any transaction and/or other applicable fees incurred by Graina due to the cancellation of your order.
If you should make a mistake when ordering, please contact us immediately and if your order has not been packed or dispatched we will always do our best to accommodate your request.
Graina is passionate about the environment. As we sell bulk food and goods please be aware that most of our items are not conventionally packaged.
All our products hand packaged using either of the following ways:
All dry items (nuts, grains, muesli etc) is first packaged in Cellulose based plastic to reduce the chances of natural oil dispensation.
Cellulose is decomposable material and does so in 180 days.
After cellulose packaging, a paper packaging is used to provide further support.
All oils and liquids are packed using glass bottles.
Nut butters can be packaged using bio-decomposable plastic packaging.
Out of Stock Items
We do our best to make sure our website reflects the products that are in stock, but since stock levels are constantly changing and there may be unforeseen delays from suppliers, sometimes the product you order may not be available. If this is the case we will contact you and offer an alternative or a refund on that particular product or ask you if you wish to wait for your order to be sent once the product is received.
We apologise if this happens and appreciate your understanding.
If an item is missing from your order and you have not been notified that it is out of stock please notify us within 48 hours. You will need to email a copy or image of your invoice for the funds to be credited to your account for your next purchase or before a full refund is offered. Please ensure to check your order against the invoice as soon as your order arrives.
We cannot issue refunds, replacements or store credits for items missing or damaged if more than 48 hours has lapsed after your order was delivered.
Anyone at the delivery address that receives the order will be presumed by Graina to be authorised to receive the goods. Please ensure accurate delivery address is provided, we do not take any responsibility for damage or loss of your order due providing the incorrect address.
As we use a third-party courier company please understand that some issues regarding delivery are out of our control. We cannot confirm exactly when your goods will arrive but we strive to ensure our deliveries are dispatched promptly and will work with you /the courier company where necessary to locate your goods if there is an issue.
Some of products (like chocolate, LSA etc.) are sensitive to weather. All our goods are best kept in a cool, dark place. We cannot guarantee the state of the goods throughout the freight process and if the order is not unpacked and stored correctly within a few hours. We do not advise leaving your order outdoors for prolonged periods of time. If you are not home to receive your order we are unable to take any responsibility for theft or spoilage.
All orders that leave no delivery instructions will be left at the front door or in the safest place if no one is home to receive the order or if no one answers the door. We are unable to take any responsibility for the loss or damage of your goods after it has been delivered to your nominated address.
Please make a note in the delivery instructions/comments section if you would like to physically sign for your package and we will ensure the driver will not leave your order until it has been signed for. Please note that if you request this service and no one is home to sign for the order, we are unable to take responsibility for any items that have perished as a result of being returned to the courier depot.
Graina assumes no responsibility or liability for any loss or damage occurring by reason of delay or inability to deliver as a result of fire, strikes, accidents, war, embargoes, accidents, riot, or from any other cause which is unavoidable or beyond our reasonable control and if delays from such causes do occur our delivery period shall be correspondingly extended.
Changes to Terms and Conditions
We may change our terms and conditions at any time and these will come into effect immediately after posting onto website. You agree to be bound by these changes in terms and conditions and recommend you check them regularly to stay informed.