Western Food Wholesalers (WFW) Terms and Conditions:
Delivery Terms
1. General Information
All orders are subject to product availability.
2. Delivery Location
Items offered on our website are only available for delivery to Customer’s registered address. Any alternative delivery addresses for one off deliveries will need to be discussed with your customer service representative.
3. Delivery Time / Days
A delivery date will be provided to you once your order is placed. Delivery times vary and can be expected between the hours of 7am and 4pm Monday to Friday. Exact delivery times cannot be provided as runs are subject to change.
Additionally, Delivery days are subject to change and can be affected by public holidays. WFW will notify you in advance, of any changes to your delivery days due to Public Holiday’s or permanent changes for your delivery area.
Please note we do not ship on Weekends.
4. Delivery Instructions
You can provide special delivery instructions on the check-out page of our website.
5. Shipping Costs
Free Delivery is applied for all orders for account holders. Cash sale customers may be subject to a delivery surcharge.
Shipping costs may be applicable to certain suburbs and area, and WFW will notify you if this is applicable to your order.
6. Damaged/ Missing Items in Transit
If there is any damage to the products on delivery or missing items, please phone our customer service team on 0746225166 (press #1 for sales,) immediately on the same day of delivery.
7. Delivery Acceptance
It is the customer’s responsibility to ensure that staff are present to accept the delivery. It is the customer’s responsibility to check the goods and provide signature on delivery manifest to confirm the products have been received in full and in good order.
If staff are not present at the time of delivery, the customer must provide clear instructions as to how the delivery can be made including but not limited to - Lock box pin code, keys provided, alarm codes, where to leave the goods).
It remains the customer’s responsibility to ensure all stock is packed away upon delivery. Drivers are not permitted to rotate stock.
If the customer’s venue is closed and customer is unreachable, the entire order will be returned to WFW warehouse and order will be credited. It is the customer’s responsibility to re-arrange stock delivery or pick up during warehouse operating hours.
8. Questions
If you have any questions about the delivery and shipment or your order, please contact us at 0746225166.
9. Returns Policy
We strive to ensure our customers receive the correct goods every delivery, however if there is a request for return, we are happy to help.
Returning Goods from a current delivery:
Goods may be returned to WFW driver from a current delivery on the condition that the goods are not opened and in the same condition they are received.
Returning Goods from a previous delivery:
Returns for goods received on a previous delivery must be authorised by calling the customer service team on 0746225166. All returns requests must be made no longer than 24 hours from the delivery date.
The site will be issued with a Sales Return Order Number (SRO) which will be issued to the driver to pick up the goods on an agreed date.
The site will be asked for detailed information about the product and reason for return.
If required, photos of the product may be requested.
For change of mind, or incorrectly ordered products, the site is welcome to return based on the following:
- The incorrect item(s) have not been opened or tampered with and are in re-saleable condition
- Returns for frozen or chilled products will not be accepted due to our HACCP policy, therefore we request that goods are checked with the driver upon delivery.
For faulty or spoiled items, authorisation must be obtained by contacting your account manager. Subject to the fault/spoiled condition of the product, WFW may be required to contact the manufacturer of the product before acceptance of return. In some cases, the manufacturer requests to view the item for investigation at the site requesting the return. The product may not be discarded unless instruction has been given to do so.
Return of unpacked goods or opened goods will not be accepted. Returns of special order items will not be accepted. Products must be in sellable condition, free from damaged and stickers or markings.
What happens on return to our warehouse:?
Goods are inspected on return to our warehouse by our stock control officer.
Once the stock return has been authorised by stock control, it will be processed as a credit note.
The credit note will be sent to you via email to the address/es supplied upon registration with us.
Replacement Goods
It is the responsibility of the customer to request re-delivery of goods where required. Our customer service team with liaise to coordinate replacement at an agreed date, if possible coordinated with the next scheduled delivery. If a more urgent delivery is required, this will be discussed and agreed upon.
10. Payment Terms
All accounts are due and payable within the given terms stated on the relevant invoice or statement or as otherwise notified by WFW on approved credit trading terms. Products remain the property of WFW Group until payment is made.
The customer’s account may at WFW’s discretion be subject to suspension of supply of goods or permanent closure upon provision of 24 hours’ notice.
11. Prices
The Customer acknowledges and accepts that orders are accepted for immediate shipment with the understanding that the products will be billed at the price in effect at the time of order. All prices are subject to change without notice.
WFW does not hold responsibility for any errors in pricing and product information.
12. Supply of Product
The customer acknowledges that products supplied may vary from the item ordered on the ecommerce platform from time to time. Due to product availability substitutions may be supplied.