Welcome to Eternal Crystals

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Customer Service, Terms and Conditions

INDEX

•          About These Terms And Conditions

•          Australian and Internationally

•          Legal Capacity To Transact

•          Placing Your Order

•          Payment Methods And Processing

•          GST

•          Title to and Risk in Goods

•          Prices

•          Supply Of Your Products

•          Delivery Of Your Products

•          Delivery Options

•          Shipping

•          "Your Account" - Your Credits

•          Consumer Guarantees

•          Additional Eternal Crystals Warranties

•          Returning a Product

•          Some Products - Manufacturer Warranty

•          Computer Hardware - Exclusions and Limitations

•          Your Data - Use And Protection

•          Credit Card Fraud

•          Fraud Protection or Prevention Procedures

•          General

•          Force Majeure

•          Governing Law

•          Contact Us

 


 

About These Terms and Conditions

In these Terms and Conditions "we" and "us" mean Eternal Crystals (ABN 56231180362) of PO Box 559, South Morang, Melbourne, VIC 3072, Australia, and "you" means you the customer. These Terms and Conditions together with your Order constitute the entire Contract between us and you for the supply of Products. The Contract cannot be varied unless we agree to vary it in writing or by email.

Australian  and International Sales

We sell and ship Products within Australia and internationally.

Legal Capacity To Transact

If you are under the age eighteen (18) years you cannot place orders with Eternal Crystals. By accepting these Terms and Conditions you acknowledge that you are over the age of eighteen (18) years. Should Eternal Crystals suffer any damage or other losses as a result of a transaction entered into by a minor, Eternal Crystals reserves the right to seek compensation for such losses from the parents or guardians of the minor who caused any order(s) to be placed with Eternal Crystals.

Placing Your Order

You may place an Order by filling in the Order Form on the Eternal Crystals Web Site and clicking the "Place Order" button. When you place your order, we will issue you with an Order Number. We will do this by email. By placing an Order, you make an offer to us to purchase the Products you have selected based on these Terms and Conditions. Information contained on the Eternal Crystals website constitutes as information only, and if you are not sure, to seek professional advice. No information on our website constitutes or should be deemed as an offer by us to supply any Products; however Eternal Crystals will make every effort to supply Products to you. We will notify you that your order is being processed by sending you an Order Confirmation and tax invoice via email; however, we do not formally accept your offer until your order has passed our internal validation procedures for verifying the bona fides of each order placed, for the purpose of preventing credit card or payment fraud. Eternal Crystals its affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in their sole discretion. We will confirm acceptance of your order when we send you an email confirming shipment of the goods you have ordered. If we cannot process or accept your Order after payment is received we will contact you by email or telephone.

 

Payment Methods and Processing

Eternal Crystals currently accepts PayPal, Visa and Mastercard (via Paypal) only. Payment processing will not begin until we receive all the information we need. Orders placed on a weekend or a Public holiday will not begin payment processing until the next business day. Business days are Monday through Friday, excluding national or state Public holidays. We process payments after you click the "Place Order" button. Where you pay by BPAY you must pay the price payable in Australian dollars as indicated on your Order Confirmation within 5 days from the date that you receive your Order Confirmation. If a BPAY payment is not received within 7 days from the date that you receive your Order Confirmation, Eternal Crystals reserves the right to cancel the transaction. For all payments we will email a tax invoice to you with your Order Confirmation. Where you pay by cheque a tax invoice will be sent to you via email after your payment has been confirmed. Your tax invoice is your proof of purchase.

Please Note:

  • We are able to accept credit cards issued by banks outside of Australia.
  • Debit cards and cheque cards have daily spending limits that may substantially delay the processing of your order.
  • You may be required to provide further identification for additional security reference checks.

GST

Eternal Crystals purchases include GST.

 

Title To and Risk In Goods

Title to all goods will pass to you on the later of:

1.     Eternal Crystals being satisfied of the outcome of any credit, criminal or fraud checks in relation to a customer or their purchase;

2.     a complete and accurate order being placed and submitted by you to Eternal Crystals; and

3.     the successful processing of your payment.

Unless you purchase optional Transit Care at the time of placing your order, you assume all risks of theft or loss of goods occurring during transportation and delivery.

Prices

Eternal Crystals always seeks to list Products with the most competitive prices. Eternal Crystals reserves the right to change prices for Products displayed at Eternal Crystals at any time before you place an Order. The price of products shown excludes shipping costs. Shipping cost is a separate charge which is shown on the product page and is calculated upon post code entry.

Please note that promotional prices and shipping offers do not apply to wholesale, bulk or commercial orders.

Supply of Your Products

Subject to these Terms and Conditions, we will supply to you the Products indicated on your Order Confirmation. When your Order items have been dispatched, we will email you to confirm shipment of each item including a tracking number for each item.

 

 

Delivery of Your Products

Delivery time takes up to 10 working days from the date your payment is received. Please note that some payments take an additional 3-5 business days to process. Where you have purchased a Product that is dispatched from one of our satellite warehouses, delivery time after payment processing may take up to 3 weeks. In all instances estimated delivery times will be displayed at the check out for your Product. Eternal Crystals makes every effort to deliver your Product according to the estimated delivery times provided by Eternal Crystals at checkout. The estimated delivery times are in business days (Monday through Friday) excluding Public holidays. Although every effort is made to ship your Order according to the estimated delivery times provided, estimated ship times may change due to changes in supply or circumstances beyond our control. If your Product has not arrived after the estimated delivery time, please contact us here. We encourage you to visit the “Your Account” section on our website to view the delivery status of your Products. Unless otherwise agreed by us, we will deliver your Products to the address indicated on your Order Confirmation. If no-one is available to take delivery of your Products, our carrier (Australia Post eParcel) will leave a card so you can pick-up your Product from your local Post Office. Where delivery is by our courier service and no-one is available to take delivery, they will leave a card requesting you to telephone them to arrange a suitable time and date for delivery. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time indicated on your Order Confirmation; however, we do not guarantee that we will deliver within this time frame. 

Delivery Options

Eternal Crystals offers two options for the delivery of products you purchase:

Standard Delivery (AUS):   Your product will be delivered for the shipping charge calculated upon entry of your postcode during the checkout process.  All transit loss is at your own risk.

Transit Care Delivery:         For the additional fee shown at checkout your product will be replaced (or refunded if a replacement is not available) if lost during delivery.                                     

Shipping

“Shipping Charges"

We want your products to arrive quickly and at the best shipping rate we can offer.  Shipping charges are calculated based on product size, weight and the geographical region of the delivery address. 
Estimated shipping charges from our Melbourne Distribution Centre are based on product size and delivery zone and can be viewed in the table below. 
Shipping estimates for individual products can be viewed by entering your postcode on the product page.

Any applicable shipping charges for your order will be shown once your postcode is entered during the checkout process.

Please note that promotional shipping or price offers do not apply to bulk, wholesale or commercial orders.

Estimated Shipping Cost for Australia. Prices are subject to change and are a guide only.

SIZE

Zone 1

Zone 2

Zone 3

Large Letter

$5.00

$5.00

$5.00

Small

$8.00

$10.00

$12.00

Standard

$12.00

$17.00

$22.00

Large

$17.00

$22.00

$27.00

Extra Large

$22.00

$32.00

$42.00

Oversized / Heavy

TBC

TBC

TBC

 

*TBC = Shipping calculated upon postcode entry and invoice checking.

Estimated Shipping Zones are based on the Australia Metro and Regional Locations.

Zone 1

METRO:                       Sydney, Melbourne, Brisbane, Canberra, Adelaide & Gold Coast

Zone 2

METRO:                       Hobart & Perth

REGIONAL:      QLD, VIC, NSW, SA & ACT

Zone 3

METRO:                       Darwin

REGIONAL:      WA, TAS, & NT

 

Consumer Guarantees

Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au. If a Product has a minor defect, we will provide a repair or offer you a replacement or a refund. If a Product has a major defect, you are entitled to:

  • reject the goods and receive a refund
  • reject the goods and receive an identical replacement, or one of similar value if reasonably available, or
  • keep the goods and receive compensation for the drop in value caused by the problem.

If you think that a Product is defective you should contact our Customer Service Help Centre and a Eternal Crystals Customer Service Representative will assist you. A photo may be requested to assist with the assessment of your claim. Where a Product is defective and needs to be replaced or repaired return shipping will be arranged at the expense of Eternal Crystals. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.

Additional Eternal Crystals Warranties

Eternal Crystals from time to time may also offer a standard 12 month warranty against defects on some Products. This warranty operates concurrently with any warranty offered by the manufacturer. This is our additional warranty. You also have consumer guarantees under the Australian Consumer Law (see above). If you believe that a new Eternal Crystals product has a defect, you should contact us by email info@ EternalCrystals.com.au, or call our customer service number via phone on 1300 784 874.  We encourage the notification of claims under this warranty within 30 days by paying for the return of a Product where a claim is notified within that time and we determine that the Product is defective. Where claims are made more than 30 days after delivery, we will require details of the concern along with full details about the way the product has been used before authorising return of the product. If you are asked to return a product, follow the instructions given in returning a Product below. Where a refund is given for a product and the claim is not covered by a consumer guarantee, it may be given as a Refund Credits to Your Account. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure. Replacement Products are covered by the same Eternal Crystals warranty as that applicable to the original product. They are also covered by consumer guarantees (see Consumer Guarantees above).

Returning a Product

Returning a product if you change your mind

Eternal Crystals will not refund any Product if you change your mind about a purchase or make an incorrect choice. Risk of loss or damage to the goods will not be assumed by Eternal Crystals. 

Return Authorisation Number - A Must Have

A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is defective, Customer Service will issue you with an RA Number. Products cannot be returned without an RA. The Product should be returned to Eternal Crystals within 30 calendar days of the issuance of the RA. Where possible, all Products should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the Product. If the accessories are not included, no refund will be applicable.

Organising the Return of Products

Products must be returned whenever we agree to provide you with a refund or replace the Product. Where you received a defective Product by Australia Post eParcel, Customer Service will advise you or email you details containing an RA which you must affix to the product. Eternal Crystals will pay for postage and handling for returned items only if the Product is defective and you are to notify us of your claim within 30 days of delivery. You must then take the Product to any Australia Post Office for return.

When a Replacement Product is arranged

  • A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned Product.
  • The delivery time for the replacement Product will be the same as stated for the original Product.
  • Consumer Guarantees apply to all replacement products.

Some Products - Manufacturer Warranty

Some Products sold through Eternal Crystals are supported by the manufacturer or supplier. Eternal Crystals recognises that customers purchasing some products, such as electronics/USB, we would ask you to contact the manufacturer or supplier for any issues. If the manufacturer or supplier is unable to assist, and the product is covered by a 12 month warranty, Eternal Crystals will provide a suitable remedy. Please note, Eternal Crystals test all products prior to dispatch.

Computer Hardware - Exclusions and Limitations

To the extent permitted by law, Eternal Crystals is not liable for any damage to or loss of any programs, data, or other information stored on any media contained within electronic or computing Products. Recovery and reinstallation of system and application software and user data are the responsibility of the consumer are not covered by the Eternal Crystals warranty on Electrical, LED & Motorised Products (see Additional Eternal Crystals Warranties above). In relation to any computing media Product, or any computing hardware Product or computing part contained within a Product, to the extent permitted by law, Eternal Crystals is not liable for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or any other basis of liability, including but not limited to lost profits, downtime, goodwill, damage to or replacement of equipment and property, any costs of recovering, reprogramming, or reproducing any program or data stored in or used with Eternal Crystals Products supplied to you, and any failure to maintain the confidentiality of data stored on the Product. Eternal Crystals specifically does not represent that it will be able to repair any Product or replace a Product without risk to or loss of programs or data. Where a computing Product needs to be returned to Eternal Crystals for replacement or inspection, to the extent permitted by law Eternal Crystals is not liable for the loss or confidentiality of any data you may have on your computer.

Your Data - Use And Protection

By placing your Order, you agree that we may store, process and use data collected from your Order Form for the purposes of processing and delivering your Order. If you so indicate on the appropriate section of your Order Form, by placing your Order you also agree that we may use such data, other than credit card details, in order to provide you with information from time to time on other Eternal Crystals Products that may be of interest to you. If you do not agree to our using such data in order to provide you with information on other Eternal Crystals Products, you should indicate your non-agreement on the appropriate section of your Order Form. You may obtain a copy of the data held by us concerning you on request in writing. We reserve the right to charge an administration fee for processing such request. If any data held by us concerning you is incorrect, we will correct it on your written request. Please refer to our Privacy Statement.

Credit Card Fraud

While Eternal Crystals employs Secure Sockets Layer (SSL) technology software for its transactions with our customers, Eternal Crystals will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorised manner.

 

Fraud Protection or Prevention Procedures

When you place your Order by either a Credit Card or PayPal you may be sent an email from our Fraud Prevention Officer requesting further information, such as a copy of your credit card and drivers license for identification. After verification this information will be destroyed. In this case, until your order has passed internal Fraud Prevention procedure checks your order will remain on Pending status. If you do not provide the requested information within 7 days, your order will be cancelled and your payment will be refunded back to the method in which you paid. These information requests are sent to help protect Credit Card and PayPal account holders from online fraud.

General

You shall not assign any rights and obligations under these Terms and Conditions whether in whole or in part without the prior written consent of Eternal Crystals. Any unauthorised assignment shall be deemed null and void. If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these Terms and Conditions and the remainder of the provisions in question shall not be affected thereby. Neither our failure nor your failure to enforce any Term or Condition constitutes a waiver of such Term or Condition. Such failure shall in no way affect the right to later enforce such Term or Condition. Eternal Crystals reserves the right to change the Terms and Conditions of sale at any time. The Terms and Conditions applicable to you are those on our website at the time you order a product. No Eternal Crystals employee or agent has the authority to vary any of the Terms and Conditions governing any sale.

Force Majeure

To the extent permitted by law, Eternal Crystals is not liable for any delay in performing any of its obligations under these Terms and Conditions if such delay is caused by circumstances beyond the reasonable control of Eternal Crystals, and Eternal Crystals shall be entitled to a reasonable extension of time for the performance of such obligations.

Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Victoria, and shall be subject to the non-exclusive jurisdiction of the courts of Victoria, Australia.

Contact Us

If you have any questions or are not sure of any details in these Terms and Conditions you should seek professional or legal advice or contact us for further assistance via our contact us page details.