服务条款

General Terms and Conditions

Proceeding to buy a product from the Gram Sustainable store or website means that you accept the terms and conditions stated on this page.


Account Details

When buying a product from our website, you are responsible for ensuring that your account details are up-to-date. If your details have changed after creating the account, you can contact us to modify the information to prevent. 


Outdated/incorrect account information can result in errors in product delivery and processing of transactions. Should any such errors occur due to outdated account information, Gram Sustainable will not be responsible. 


Any information used when registering for an account is considered as private and user is responsible for keeping the account information safe. Gram Sustainable is not responsible for any damages causes by unauthorized use of your account username or password.


Pricing 

Gram Sustainable works hard to provide you with high quality sustainable products at affordable prices. We regularly update our prices for products available at our stores and website due to price changes by our suppliers. The prices for all the products we sell are displayed in Australian Dollars (AUD) and the displayed prices are inclusive of Goods and Services Tax.

Prices for products we offer through our website may be different from our in store offerings.


The price difference between in store offerings and products offered is because some products we sell on our website include packaging. In store, products on the other hand offer customers an option to bring their own containers, eliminating the need for packaging.


Product and medical disclaimer 

Products listed on our website for sale may not be available at our physical store. Some products may be purchasable exclusively from our website or may not be in stock.


Gram Sustainable is not responsible for any inaccuracies or errors in materials present on this website. Any medical advice present on this website is purely informative and does not replace a healthcare provider’s advice. So it is advisable to always consult your healthcare provider if you need advice related to your health or diet.


Gram Sustainable does not guarantee the accuracy of information available on this website’s pages. Users are recommended to perform thorough research before purchasing a product and using it. Please note that our team makes sure that the information available on our website is up-to-date and correct. However, we don’t take responsible for any errors in information present on this website.


We ensure that all the pictures of our products listed on this website are up-to-date and accurate. However, it is possible that the images of products on this website may differ from the product that you receive.


Directors, officers, employees, and representatives of Gram Sustainable aren’t responsible/liable for any direct or indirect damages associated with the products sold on this website.


Allergen disclaimer

Gram Sustainable sells certain products that may contain traces of 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 cause allergic reactions in sensitive individuals.


Our team separates and packs each product carefully to prevent cross contamination and maintains proper hygiene while handling the products. So any allergens related information present on our website may not be 100% accurate and should be considered as an effort by us to protect our customers.


Refund policy for online purchases

Gram Sustainable goes to great lengths to ensure our customers are happy with the products they buy from us. So if you receive an incorrect or damaged product, please inform us within 48 hours of receiving the delivery.


The buyer must send a photo of the damaged or incorrect product and a proof of purchase if they want to get a refund. The product may need to be returned before we can process the refund or replacement in some cases. The shipping cost when returning the product will be covered by the customer.


We can either refund the amount paid by the buyer or adjust it in your future orders. Our team strives to resolve any issues related to product refund or replacement.


Online orders cancellation and changes

If you want to change your order or cancel it, you must contact us immediately after placing the order, so we can fulfil your request.

We start processing orders quickly after they are placed, so any cancellation or changes to the order should be requested as soon as possible. All the orders placed by customers are automatically processed, and the processing process incurs costs that can’t be reversed. So only the cancellation requests that we receive immediately after the order was placed, have a chance to get accepted.


When customers make a cancellation request, we issue a full refund excluding any fees that result from the cancellation of the order.


Refund policy for in store purchases

We at Gram Sustainable don’t use conventional packaging, and therefore we have no control over how the product is handled and stored once it leaves our store. So we can’t accept return requests for products bought from our physical store due to change of mind, or mistaken purchases.


You can request an exchange for the product if it fulfills its intended purpose, retains its quality and is returned within 7 days of purchase along with the receipt. 


If the item you bought from our store is faulty, we can refund or exchange the purchase as long as it is returned within 30 days of purchase with original receipt.


As per our return policy you will have to return the product at the Gram Sustainable store and if you wish to exchange the product by sending it to us via courier you will be responsible for shipping fee.


Packaging

Gram Sustainable meticulously hand-packages all products to ensure quality and environmental integrity.


We are dedicated to reducing waste and minimizing plastic use. Nevertheless, ensuring the safe transport of goods across Australia is imperative. In instances where protection is necessary, we employ compostable recycled cardboard ‘bubble’ wrap and place products in cardboard boxes constructed from recycled materials.


For Interstate Deliveries:

Below is our packaging process for different types of items:

Dry Items (Nuts, Grains, Muesli, etc.): These are initially packaged in cellulose-based plastic, significantly reducing the risk of natural oil seepage. Cellulose is a decomposable material, breaking down within 180 days, aligning with our sustainability commitments. To provide additional protection and support, we then use paper packaging.
Oils and Liquids: For these, we utilize glass bottles to maintain purity and prevent contamination. Glass is recyclable and aligns with our mission to reduce environmental impact.
Nut Butters: These are packaged using glass jars, ensuring freshness while adhering to our environmental values.


For Local Deliveries:

Gram Sustainable has tailored the packaging process to maintain sustainability while ensuring the integrity and freshness of our products:

Dry Items (Nuts, Grains, Muesli, etc.): For local distribution, we forgo cellulose-based plastic and directly package these items in paper bags. This approach further minimizes our environmental footprint and aligns with our commitment to sustainability. The paper packaging is strong enough to protect the products while remaining biodegradable.
Milk, Juice, Kombucha, Oils and other Liquids: We deliver these in glass bottles. Glass bottles are chosen for their purity, recyclability, and ability to preserve the freshness of the contents, thus maintaining our dedication to reducing environmental impact.
Nut Butters: Locally, we package nut butters in glass jars instead of bio-decomposable plastic. This choice supports our environmental objectives while ensuring the products remain fresh and uncontaminated.


By purchasing through our website, you consent to our packing methods, designed with environmental responsibility in mind. We continuously seek to lessen our environmental impact and enhance our practices.


Gift voucher terms and conditions

Any gift vouchers purchased at our physical store can’t be redeemed when purchasing from our website. However, gift vouchers you buy from Gram Sustainable website are redeemable at our website and physical store.


You can redeem a gift vouchers total amount at once, or you can make several purchases until the voucher’s amount is used up. We will provide you an updated voucher for the leftover amount if you partially redeem a gift voucher at Gram Sustainable.


Please not that gift vouchers are not refundable, and they can't be exchanged for cash. 


We currently issue gift vouchers for Australia only, and our gift vouchers are not redeemable in any other country.

A gift voucher remains valid for three years following its purchase. 


Out of stock items

Gram Sustainable strives to display the correct stock of products on our website. However, there may be delays at the supplier’s end that can cause some products to be unavailable at some times.


If you purchase a product from our website, and it is not available in our stock, we will send an email notification to inform you that the product is out of stock. In addition, we will give you the options to get a refund for the out-of-stock product or replace it with another product. 


In case you notice a product is out of stock when shopping at our physical store, please inform a team member at the store to know when the product is expected to be back in stock.


We strive to maintain the stock of products we offer, and we apologize for any inconvenience cause by a product being out of stock.


We don’t offer “Rainchecks” for any products. This includes any products that are available for sale or one’s that are being offered as a promotion.

Missing Items

When purchasing from Gram Sustainable website if an item is missing from your delivery, and you haven’t been notified about the product being out of stock, please inform us about the missing item within 48 hours of receiving the delivery. 


Customer will have to email a copy or image of your invoice for a full refund or if you want the amount to be credited to your account to be used for future purchases. We urge our customers to check their delivery against the invoice as soon as possible after receiving their order. 


Once the 48-hour period has passed after you receive your order, we can’t issue refunds or store credit for missing or damaged goods.


Delivery

In case of online purchases from Gram Sustainable website, we consider anyone present at the delivery address authorized to receive the delivery. It is the buyer’s responsibility to provide the correct delivery address, and Gram Sustainable is not responsible for damage or loss of goods due to incorrect address being provided.


Gram Sustainable delivers online orders through third party delivery partners, and therefore some delivery aspects are not in our control. Once we hand over your order to our delivery partner, we can’t confirm the exact delivery time. However, we work closely with our delivery partners and customers to help track your order if there is an issue with the delivery.

Some of our products are sensitive to environmental factors and while we keep them in a controlled environment at our storage facility, we can’t control the environment during transportation. We also can’t control the proper unpacking and storage of the product within a few hours after it is received by the customer. We advise against leaving your delivery from Gram Sustainable outdoors for a long period of time. In addition, we aren’t responsible for theft or damages to your order if you aren’t present at the delivery address to receive it in time.


If the customer hasn’t provided special delivery instructions, the package will be left at the doorstep or a safe place near your front door in case no one is at home to receive it. Once the product has been delivered to your location, Gram Sustainable is not responsible for loss or damages to your order.


Customers have an option to make a note in the delivery instructions if they want to sign to confirm that they have received the delivery of the order. When such delivery instructions are provided by our customers, we make sure the delivery personnel stays at your door until you sign to confirm the delivery. However, if no one is present at the delivery address to sign for the order when this service has been requested we don’t take responsibility for damage or loss of items when the order is returned to the courier depot. 


Gram Sustainable does not take responsibility for any liability for the damages to your order that may occur as a result of fire, floods, strikes, accidents, war, embargoes, or any other factors that are beyond our control. In case such an event does occur, we may extend the delivery period for your order.

Local Deliveries 

Gram offers local delivery to all areas in and around Melbourne within a 30km radius. We do offer next day local delivery. Next day delivery infers next business day and there may be a delay over the weekend or in circumstances outside of our control. We will inform you of any delay as soon as possible. 

Interstate Delivery 

Please allow 2 business days for your order to be prepared. Once the courier receives this order we can not guarantee proper handling of these items. We do of course package and prepare the goods to protect them as much as we can. Gram is not liable for any damaged goods due to courier mishandling. 

Click & Collect

Please be aware that we will prepare your order close to your selected pick up date and you will receive notification that your order is ready. Any delay picking up from your end may result in the products purchased being exposed to prolonged oxygen which can reduce the quality of the product. Gram is not responsible for replacing or refunding any of these items that incur changes in quality due to a delay in picking up past advised time.


Changes to terms and conditions

Gram Sustainable reserves the right to make changes or update our terms and conditions. Any changes to terms and conditions will come into effect as soon as they are updated on our website. We recommend our users to read our terms and conditions on a regular basis to stay informed about any changes in the document.