Terms & Conditions

Welcome to Sultanella Kataifi.

These Terms & Conditions govern your use of www.sultanellakataifi.com.au and your purchase of products from Sultanella.

By accessing our website or placing an order, you agree to these Terms & Conditions. Please read them carefully before placing an order.

These Terms & Conditions apply to customers purchasing from Australia and New Zealand.

1. About Sultanella

Sultanella Kataifi
ABN: 26 194 025 899
Website: www.sultanellakataifi.com.au
Email: info@sultanella.com.au

In these Terms & Conditions, "Sultanella", "we", "us" or "our" means Sultanella Kataifi.

"You", "your" or "customer" means the person accessing our website or purchasing products from us.

2. Using Our Website

You may use our website for lawful purposes only.

You must not:

  • Use the website for fraudulent or unlawful purposes;

  • Attempt to gain unauthorised access to our website, systems or accounts;

  • Interfere with the operation or security of the website;

  • Copy, reproduce or commercially exploit our website content without permission;

  • Upload malicious software, viruses or other harmful material; or

  • Use the website in a way that may damage Sultanella or its customers.

We may suspend or restrict access to our website where reasonably necessary for security, maintenance or other legitimate business purposes.

3. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, ingredients, weights, nutritional information and other information displayed on our website are accurate and current.

However:

  • Product photographs are provided for illustration and actual packaging or appearance may vary;

  • Colours may appear differently depending on your device or screen;

  • Product weights may be subject to reasonable manufacturing or packaging tolerances;

  • Packaging may change from time to time; and

  • Product information may be updated without notice.

Where a product is subject to a legally required label, ingredient list, allergen statement, nutritional panel or other mandatory information, the information supplied with the product should be considered together with the information displayed on our website.

We do not knowingly make false or misleading representations about our products. Australian and New Zealand laws prohibit misleading or deceptive conduct and false or unsubstantiated product claims.

4. Food Products and Allergens

Sultanella sells food products.

Customers should carefully review the product description, ingredient list and allergen information before purchasing.

If you have a food allergy, intolerance or dietary restriction, please check the applicable product information before consuming the product.

If you are unsure whether a product is suitable for you, please contact us at:

info@sultanella.com.au

We cannot provide medical advice regarding food allergies or dietary conditions.

5. Product Storage and Handling

Customers are responsible for following the storage, preparation and handling instructions provided on the product packaging.

Food products should be stored according to the instructions supplied with the product.

If you believe a product has been contaminated, damaged or may be unsafe, do not consume it. Contact us immediately at info@sultanella.com.au.

6. Prices

All prices displayed on our website are in Australian dollars (AUD) unless otherwise stated.

The price applicable to your order is the price displayed at the time you complete your purchase.

We reserve the right to change prices, promotions and product availability at any time before an order is accepted.

A price change will not affect an order that we have already accepted, except where permitted by law.

7. GST and Taxes

Where applicable, prices will include GST in accordance with Australian tax requirements.

For orders delivered to New Zealand, applicable taxes, duties, customs charges or other government charges may apply depending on the circumstances of the shipment.

Where such charges are the customer's responsibility, they are not included in the product price unless expressly stated otherwise.

8. Orders

When you place an order through our website, you are making an offer to purchase the selected products.

After placing an order, you may receive an order confirmation email.

An order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted if, for example:

  • The product is unavailable;

  • There is an obvious pricing or listing error;

  • We are unable to verify payment;

  • We reasonably suspect fraudulent activity; or

  • We are unable to fulfil the order for another legitimate reason.

If we cannot fulfil an order after payment has been made, we will provide an appropriate remedy, including a refund where required.

9. Payment

Payment must be successfully received before an order is dispatched unless we have expressly agreed otherwise.

We may use third-party payment providers to process payments.

We do not normally have access to your complete payment-card details.

By submitting payment information, you confirm that you are authorised to use the selected payment method.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at:

info@sultanella.com.au

We will try to accommodate cancellation requests received before the order has been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible.

Nothing in this section limits any cancellation, refund or other rights you may have under applicable consumer law.

11. Shipping and Delivery

We currently sell and ship products to customers in:

Australia and New Zealand.

Delivery times displayed on our website are estimates unless expressly stated otherwise.

Delivery may be affected by circumstances outside our reasonable control, including:

  • Courier delays;

  • Postal delays;

  • Weather events;

  • Natural disasters;

  • Transport disruptions;

  • Customs processing;

  • Border restrictions;

  • Incorrect or incomplete delivery information; or

  • Other circumstances beyond our reasonable control.

We will take reasonable steps to assist customers where a delivery is delayed or lost.

For Australian customers, businesses must provide a solution where goods paid for are not delivered on time or within a reasonable time.

For New Zealand customers, the Consumer Guarantees Act also provides protections relating to delivery.

12. Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

If you provide an incorrect or incomplete address and the order cannot be delivered as a result, additional delivery charges may apply where reasonably incurred.

We will not charge additional fees that are prohibited by applicable consumer law.

13. International and New Zealand Orders

New Zealand orders may be subject to customs, import requirements, taxes, duties or other government requirements.

Customers are responsible for complying with applicable laws concerning the importation of food into New Zealand where those responsibilities legally fall on the customer.

We will provide reasonable product and shipment information required from us for the fulfilment of an order.

14. Refunds and Returns

Our Refund & Returns Policy forms part of these Terms & Conditions.

You can view our Refund & Returns Policy on our website.

Nothing in our Refund & Returns Policy or these Terms & Conditions excludes, restricts or modifies consumer rights that cannot legally be excluded.

Australian customers are protected by the consumer guarantees under the Australian Consumer Law.

Eligible New Zealand customers are protected by the Consumer Guarantees Act and other applicable New Zealand consumer laws.

15. Consumer Guarantees

Nothing in these Terms & Conditions is intended to exclude or limit your rights under applicable consumer law.

For Australian customers, this includes rights under the Australian Consumer Law.

For New Zealand customers, this includes applicable rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Where our products fail to meet an applicable consumer guarantee, you may be entitled to a remedy such as a refund, replacement or other remedy depending on the circumstances.

16. Promotions and Discount Codes

From time to time, Sultanella may offer promotional codes, discounts or special offers.

Unless otherwise stated:

  • Promotional codes must be entered at checkout;

  • Promotional codes cannot be exchanged for cash;

  • Promotional codes cannot be transferred;

  • Only one promotional code may be used per order;

  • Promotions may be subject to additional conditions; and

  • Promotional offers may have an expiry date.

We will clearly state any material conditions applicable to a promotion.

Promotional pricing will not be used in a manner that is misleading or deceptive.

New Zealand's Fair Trading Act applies to online promotions, pricing and advertising and prohibits misleading or deceptive conduct.

17. Product Availability

We do our best to maintain accurate stock information.

However, occasionally a product may become unavailable before an order can be fulfilled.

If this occurs, we will contact you and, where appropriate, offer:

  • A suitable replacement;

  • A revised order; or

  • A refund.

18. Intellectual Property

Unless otherwise stated, all content on the Sultanella website is owned by or licensed to Sultanella.

This includes:

  • Sultanella branding;

  • Logos;

  • Product photographs;

  • Product descriptions;

  • Graphics;

  • Packaging designs;

  • Text;

  • Website design;

  • Videos; and

  • Other original content.

You must not reproduce, modify, distribute, publish or commercially exploit our intellectual property without our prior written permission, except where permitted by law.

19. User Reviews and Submitted Content

If you submit a review, photograph, comment or other content to Sultanella, you agree that we may use that content for legitimate business and marketing purposes, subject to applicable law.

You must not submit content that:

  • Is unlawful;

  • Is defamatory;

  • Infringes another person's intellectual property;

  • Contains malicious software;

  • Contains misleading information; or

  • Violates another person's privacy.

We may remove content that we reasonably believe violates these requirements.

20. Website Accuracy and Availability

We aim to keep our website accurate, secure and available.

However, we do not guarantee that:

  • The website will always be available;

  • The website will always be error-free;

  • All information will always be current;

  • All website functions will operate without interruption; or

  • The website will be free from technical problems.

We may temporarily suspend the website for maintenance, upgrades, security or other legitimate reasons.

21. Links to Third-Party Websites

Our website may contain links to third-party websites or services.

These links may be provided for convenience.

Sultanella does not control third-party websites and is not responsible for their content, availability, privacy practices or terms.

You should review the terms and privacy policies of third-party websites before using them.

22. Limitation of Liability

To the maximum extent permitted by law, Sultanella will not be responsible for losses that are not reasonably foreseeable or that result from circumstances outside our reasonable control.

However, nothing in these Terms & Conditions excludes, restricts or modifies:

  • Consumer guarantees;

  • Statutory rights;

  • Remedies;

  • Liability that cannot legally be excluded or limited; or

  • Any other rights protected by applicable Australian or New Zealand law.

We will not rely on this section to avoid responsibility for a product that does not meet an applicable consumer guarantee.

23. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by circumstances beyond our reasonable control.

These may include:

  • Natural disasters;

  • Floods;

  • Fires;

  • Severe weather;

  • Epidemics or pandemics;

  • Government restrictions;

  • War or civil unrest;

  • Transport disruptions;

  • Courier or postal network disruptions;

  • Customs delays;

  • Power or telecommunications failures; or

  • Other circumstances outside our reasonable control.

Where possible, we will take reasonable steps to minimise the impact on customers.

24. Privacy

Your use of our website is also subject to our Privacy Policy.

Our Privacy Policy explains how we collect, use, store and protect personal information.

By using our website, you acknowledge that personal information may be handled in accordance with our Privacy Policy and applicable privacy laws.

25. Changes to These Terms

We may update these Terms & Conditions from time to time.

The updated version will be published on our website with a revised "Last updated" date.

Changes will not retrospectively remove rights that you have already acquired under applicable law or an existing contract.

26. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be interpreted or modified to the extent necessary to make it lawful where possible.

If it cannot be made lawful, it will be severed to the extent necessary without affecting the remaining provisions.

Nothing in this section is intended to prevent a consumer from exercising rights provided by law.

27. Governing Law

For customers purchasing in Australia, these Terms & Conditions are governed by the laws applicable in Australia, including the Australian Consumer Law.

For customers purchasing in New Zealand, applicable New Zealand consumer protection laws, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986, will apply to the extent required by law.

Nothing in these Terms & Conditions is intended to deprive a customer of mandatory protections available under the laws that apply to their transaction.

28. Disputes and Complaints

If you have a concern about an order or product, please contact us first:

Email: info@sultanella.com.au

We will make reasonable efforts to investigate and resolve complaints promptly.

Please provide your order number and sufficient information about the issue so that we can investigate it.

If a dispute cannot be resolved directly, you may have rights to seek assistance from the relevant consumer protection authority or dispute-resolution body in your jurisdiction.

29. Contact Information

Sultanella Kataifi

ABN: 26 194 025 899

Website:
www.sultanellakataifi.com.au

Email:
info@sultanella.com.au

Countries served:
Australia and New Zealand

30. Acceptance

By placing an order through our website, you acknowledge that you have had the opportunity to read these Terms & Conditions and agree to be bound by them to the extent permitted by applicable law.

Thank you for choosing Sultanella Kataifi.