Terms & Conditions

1. About these terms

These terms apply to purchases from the Yarra Valley Caviar online store at www.yarravalleycaviar.com.au.

The store is operated by Yarra Valley Caviar Pty Ltd, ABN 60 113 711 863, trading as Yarra Valley Caviar. In these terms, "we", "us" and "our" mean Yarra Valley Caviar.

Please read these terms before placing an order, together with our delivery information, product information and Privacy Policy. Nothing in these terms limits rights that cannot be excluded under Australian law.

2. Our products

Our online range includes salmon and trout caviar, black sturgeon caviar, seafood products, gourmet pantry items, gift boxes, serving accessories and gift vouchers.

Please check the product description, size, ingredients and any dietary information before ordering. Caviar and other natural food products may vary slightly in colour, pearl size, flavour and appearance between batches. Products must still match their description and meet applicable consumer guarantees.

Photographs may include serving suggestions or accessories. The product description identifies what is included in your purchase. We will seek your agreement before substituting an ordered product or a listed gift-box item.

3. Prices, payment and availability

Prices are in Australian dollars and include GST where applicable. Delivery charges and any other applicable charges will be shown before you complete your purchase. Available payment methods are displayed at checkout.

Products are subject to availability. If an item you have ordered is unavailable, we will contact you to arrange an agreed alternative or refund the amount paid for the unavailable item, including any delivery charge that no longer applies. If the whole order cannot be supplied, we will refund the full amount paid.

If we identify a material pricing or product-description error affecting your order, we will contact you before fulfilment. You may agree to the corrected order or cancel the affected purchase for a refund. We will not charge an additional amount without your agreement.

Price changes apply to future purchases and do not alter an accepted order.

4. Your order and requests for changes

Please provide accurate contact details and a complete delivery address, including any access instructions.

If you need to change or cancel an order, email shop@yarravalleycaviar.com.au as soon as possible. We will let you know whether the request can be accommodated, taking account of preparation and dispatch.

A delivery address cannot be changed through us once the order has been dispatched. Any inability to accommodate a voluntary change or cancellation does not affect your rights where we fail to supply the order as agreed or where Australian Consumer Law otherwise provides a remedy.

5. Delivery

We deliver to Australian addresses serviced by our delivery network. Please check your postcode using our Delivery FAQ before ordering. We cannot deliver perishable products to PO boxes or parcel lockers.

Perishable orders are sent using refrigerated courier services. Dispatch schedules, ordering cut-offs, delivery estimates and any free-delivery conditions are set out in our delivery information and at checkout.

Delivery timing depends on your location and the available courier service. Public holidays and transport disruptions may affect estimates. If your order is needed for a particular occasion, email us before ordering so we can confirm whether the required timing can be met.

Please arrange for someone to receive your delivery and refrigerate perishable items promptly. For gifts, ensure the recipient knows to expect perishable food.

If a delivery cannot be completed because of incorrect details or access difficulties, we will contact you about the available options. Any proposed additional delivery cost will be explained and agreed before redelivery. You will not be charged for correcting a delivery problem caused by us or our delivery provider.

If an order is delayed, missing or arrives in unsatisfactory condition, contact us so we can investigate and arrange an appropriate solution. Delivery estimates do not remove your rights if an order is not supplied as agreed.

6. Storage, handling and ingredients

Caviar and other chilled seafood products are perishable. Refrigerate them promptly after delivery and follow the storage instructions and use-by date on the individual product.

Our general caviar guidance is to store below 4°C and consume within four days of opening, or sooner if the use-by date or product instructions require it. Other items may have different storage requirements. See our Storage and Shelf Life FAQ for further guidance.

Caviar contains fish. Other products and gift-box components may contain additional allergens. Check the ingredients and allergen information for each item, and email us before purchase if you need clarification.

If you are concerned about a product's condition on arrival, do not consume it. Contact us promptly with your order details.

7. Problems with your order and consumer rights

Australian Consumer Law provides rights that cannot be excluded by these terms. These rights also apply to perishable food and discounted products.

If goods have a major failure, you can choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss. For other failures, we will provide the remedy required by law within a reasonable time.

For an incorrect, damaged, spoiled or otherwise unsatisfactory item, email shop@yarravalleycaviar.com.au with proof of purchase and a description of the issue. Photos and packaging details are helpful if available. Contacting us promptly helps us assess perishable products, but a fixed reporting deadline or missing original packaging does not automatically remove your statutory rights.

Please contact us before posting perishable food back so we can advise on safe handling and any return arrangements. Where a product problem is confirmed, we will reimburse reasonable return costs.

Refunds are made using the original payment method unless we agree otherwise with you. We will process them within a reasonable time and advise you of the expected timing.

8. Change-of-mind returns

For food and perishable products, we do not offer returns or exchanges simply because you change your mind. This does not apply to faulty, damaged, incorrectly supplied or otherwise non-compliant products.

For non-food, non-perishable items such as serving accessories, you may request a change-of-mind return within 30 days of delivery. Items must be unused and complete, with their original packaging and any included accessories.

Email shop@yarravalleycaviar.com.au for return instructions. Approved change-of-mind returns should reach us within 14 days of authorisation. You pay the return postage, and the original delivery charge is not refunded for a change-of-mind return.

These voluntary return conditions do not apply to claims under Australian Consumer Law.

9. Gift vouchers and promotions

Gift vouchers can be redeemed through our online store in accordance with the conditions provided when purchased. Keep the voucher code secure and check the recipient's email address carefully.

Standard purchased gift vouchers are valid for at least three years from purchase, unless a longer period or no expiry is stated. Any expiry date and redemption restrictions will be clearly disclosed. We do not charge activation, inactivity or balance-checking fees.

Gift vouchers are not redeemable for cash except where required by law. Contact us if a voucher does not arrive or cannot be redeemed.

Promotions are subject to the dates, eligibility requirements and exclusions stated with the offer. Discount conditions do not limit consumer rights.

10. Orders containing alcohol

Where an order includes alcoholic beverages, the purchaser and recipient must be at least 18 years old. Age confirmation and acceptable identification are required where applicable to the order and delivery.

Alcohol cannot be supplied to a person under 18 or an intoxicated person. Orders containing alcohol are subject to applicable licensing, delivery and destination restrictions.

11. Privacy and website use

Our Privacy Policy explains how personal information is handled.

You must not use this website for unlawful transactions, unauthorised access, fraudulent orders or activity that interferes with its operation.

Website content, including our branding, photographs and written material, belongs to us or the relevant rights holders. You may use it for personal shopping and reference. Other use requires permission unless permitted by law.

12. Other arrangements and updates

Wholesale supply, catering and event bookings may have separate terms provided with the relevant quotation or booking. These online retail terms do not replace those arrangements.

We may update these terms for future orders. The terms provided when you place your order apply to that purchase unless you agree otherwise or the law requires a change.

Victorian law and applicable Commonwealth law govern these terms. This does not remove any mandatory protections or rights to seek assistance in your own state or territory.

If a provision cannot be enforced, the remaining provisions continue to apply to the extent permitted by law.

13. Contact us

For orders, returns and refunds: shop@yarravalleycaviar.com.au

For general enquiries: info@yarravalleycaviar.com.au

Yarra Valley Caviar Pty Ltd

399 Rubicon Road

Thornton VIC 3712, Australia

ABN 60 113 711 863

Please obtain return instructions before sending goods to this address.