The Terms and Conditions below stipulate the terms and conditions for sales directly from HydroLand (operating under the umbrella of KegLand Distribution PTY LTD). If a product has been purchased from a different re-seller/distributor then different terms and conditions may apply.

These terms are taken to be acknowledged and accepted by customers upon making an order from HydroLand on this website.

Pricing Policy

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax). Product prices are regularly updated when price changes are received from our suppliers.

Shipping and Delivery Policy

We deliver products Australia-wide using Australia Post for most of the smaller orders and larger orders may be shipped with Direct Freight, Toll, Star Track or other such couriers. Shipping costs are influenced by the size and weight of the product and your location. Exact shipping costs are calculated in the shopping cart and will be added to the order total before checkout.

Orders are usually dispatched within 2 business days and shipping times are estimated at between 2-7 business days depending on your location within Australia.

Some large items cannot be shipped via the normal means, need to be shipped on a pallet and may require delivery at a business address to ensure things go smoothly. It is best you have a forklift on site for these, otherwise, a ~$75 (as of July 2020) fee will be additionally charged for tailgate loading.

Delays and Non-Scanning Events

In the rare event that an item / carton(s) does not scan into the couriers depot, or missed scanning events. HydroLand will re-fund / re-send such goods with standard shipping after 10 business days of the last scanning event (20 business times of natural disasters/force majeur (see below)). HydroLand will not Express ship the items if Express shipping was not paid for on the original invoice. If express shipping is required, you will be required to pay the difference in cost of standard shipping to express shipping. Please note some items cannot be express shipped due to either the size / weight.

Shipping within Australia and Internationally

HydroLand ships goods Australia-wide.

We also make sales internationally, however, all international shipping must be organised and funded by the purchaser. Alternatively, international purchasers not in Australia can contact www.kegland.cn (our Chinese manufacturing arm) to arrange a direct import or arrange stock for redistribution.

Customer Service Objectives

HydroLand is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 2-7 business days; in the event that an ordered item is not available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
If we are facing major delays, a message on our home page will indicate the extent of that delay.

SMS and Email Marketing

By submitting your phone number and email address into our website either by the sign up process or by placing an order, you concent to receive marketing messages (eg. Promos, card reminders) from HydroLand.  Consent is not a condition of purchase and it’s also something that you can opt out of via our opt out process.  For SMS you can opt out at any time by replying STOP and for emails you can use the link in the email to unsubscribe.

Privacy Policy

HydroLand is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our newsletter (if you choose to have it delivered) and to personalise your shopping experience with us; that's all. HydroLand uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from us only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.

Returns and Refunds: Procedure and Policy

Leaks and/or Lost Product

All gear supplied by HydroLand must be tested thoroughly before use and maintained correctly over time. HydroLand is not responsible for lost beer, beverages, liquid, gas or other consumables caused by leaks or faulty items. It is the job of the installer to thoroughly check hose joins, taps, seals, chillers and all other corresponding gear before leaving the system unattended or under pressure. All beer systems require maintenance and require periodic seal replacements etc. It is the user's ongoing role to make sure all fittings and fixtures are working correctly and maintain a good seal. If these checks have not been done properly and you are unsure whether everything is airtight, then please do not leave the equipment unattended or under pressure.

1.0 - Return for Refund - 30 Day Money Back Guarantee - Non-Defective Items

If you return the product to us because you have incorrectly purchased or simply did not need the product you can send it back to HydroLand for a refund, less shipping. Normal processing times for these are 2 business days from receipt during normal periods.

The terms of this include:

1.1 The product must be returned in new, saleable condition and must not be used or abused. Also, it must be in its original packaging/unopened to be accepted;
1.2 The customer must pay the cost of the postage back to us;
1.3 The customer accepts that the original cost of postage has been spend and is non-refundable as it is not recoverable;
1.4 Returns cannot be accepted for consumables due to their inherent perishable nature. This applies to grain, hops, yeast and other ingredients that cannot be resold upon being returned.

If any of the above are not satisfied, HydroLand reserve the right to not accept the return and return the items back to the customer or negotiate a partial refund (restocking fee).

2.0 - Faulty Product or Product not as Described.

In the event you have received an order from HydroLand and it is not how it should be due to damage, poor quality, poor craftsmanship or otherwise, please contact HydroLand through the official channels (email or phone) to make us aware as soon as possible.

Claims for the above will be handled in the following manners:

2.1 - Claims of faults within The First 7 Days

If a fault in the product has been identified within 7 days of receiving the goods and HydroLand is made aware, the customer will be given the option to return to HydroLand for a full refund on the product(s) excluding freight.

2.2 - Damage in transit within The First 7 Days

If an item is damaged in transit, HydroLand must be made aware within the first 7 days of receiving the goods, the customer will be given the option to return to HydroLand for a full refund on the product(s) excluding freight or accept partial compensation at HydroLands discretion. This applies to both wholesale account holders and normal retail customers.

2.3 - Glassware Damage in transit within The First 7 Days
If one or more glass items break in transit, HydroLand must be made aware within the first 7 days of receiving the goods, the customer will be refunded the price of the glass item(s) excluding freight. This applies to both wholesale account holders and normal retail customers.

2.4 - Sending Replacement Parts

If the issue can be resolved by sending out replacement parts for the customer to resolve remotely, HydroLand would normally prefer this and offer this as an option.

2.5 - Keep as-is at a Discount

If the customer is happy to keep the product as is the HydroLand will offer the customer a discount to keep the goods. This amount calculated is normally calculated with reference to the costs and losses associated in returning the item and what will adequately resolve the situation to the customers satisfaction.

2.6 - Returns After 7 Days

If the fault in the product has been identified after 7 days, the product will need to be returned to HydroLand Distribution for assessment. HydroLand will assess the product in two business days (48 hours) for minor or major faults and will at their discretion make a decision to either repair, refund or replace the product if a minor fault is found. Major faults will be handled slightly differently on a case-by-case basis. If no fault can be replicated or identified, HydroLand will proceed under section 5.4.

2.7 Refunds / Replacements

Refunds or replacements will only be issued once goods have been returned and received by our warehouse and assessed to be non-repairable. We cannot refund goods/or send replacement goods until the product being refunded/replaced has been received by our warehouse in good order.

Please note, if you persist and use a perishable or item after the defect becomes apparent, you waive your rights under these terms and conditions and accept the items as they are. We cannot return for either refund or replacement such items, including but not limited to hardware and consumables, such as grain (e.g not milled or measured correctly).

2.8 Pickups / Postage If the item was picked up from HydroLand then to get a return the goods need to be dropped back off to HydroLand.

Warranty and service needs to be delivered in the same manner as the order it was purchased on. I.e. if you have an item that was collected from us via customer pickup, you need to bring the item back as we cannot offer postage to facilitate the return. If you originally had it posted to you, we can make arrangements for it to be posted/couriered back.

In the event we will need to get it posted back, we will take care of the delivery costs and bookings, but will require the customer to adequately package the item and for small items drop them in a post box or at the Australia Post office.

Please package all items to be returned as best as possible. If there is damage to items due to poor packaging, this will not be born by HydroLand.

 

3.0 Missing or incorrect items from your order.

In the event that your order is missing items or incorrect items, HydroLand requires written notification (via email) within 7 days of the order being received. Photographic evidence of incorrect item / shipping labels and marked picking slip may be required. Further to this we always conduct a forensic review of our picking and packing CCTV footage to verify any and all claims of missing and incorrect items packed. 
Please ensure that your order is checked as soon as it is received as HydroLand will not be able to replace missing goods if the notification period has passed.

Items will be sent via the same shipping method as what was paid for on the invoice. e.g. If there are missing items from a pick up order, we will put the correct items into a pick up locker for a secondary collection. If items are purchased via Australia Post Express and are missing, the correct items would be sent via Australia Post Express.

 

5.0 - Warranty Claims & Procedure

5.1 - Warranty Period

The standard warranty period is a default twelve (12) months unless otherwise specifically listed in the item description. This is offered by HydroLand as a retailer and is not a guarantee under Australian Consumer Law ("ACL"). The normal and standard guarantees exist under Australian law as they exist under the ACL and common law and HydroLand have no intention of excluding them.

5.2 - How to Lodge a Warranty Claim

To lodge a warranty claim with a HydroLand purchase from our website www.hydroland.com.au please send all relevant information plus your order number through to us Contact Us

All phone call warranty claims must be backed up by a written email. HydroLand does not conduct warranty claims via our staff's personal email, mobile telephone or other means of social media. All must be through our warranty claims department via email.

5.3 - Warranty Coverage

1. For warranty claims coverable by HydroLand, we will cover any and all costs associated with the process of returning and redelivering the item after successful repair to the claimant. We reserve the right to replace, repair or refund for the item at our own discretion for minor defects, pursuant to the Australian Consumer Law's as they appear in Schedule 2 of the Competition and Consumer Act 2010 (Cth) ("ACL"). If a warranty-covered fault/defect is found, all costs associated with the repair/refund/replacement, including freight both ways, will be absorbed by HydroLand.
2. Standard warranty does not extend to products purchased and used for on-selling and hiring out to third parties. Please note too, consumer guarantees as they appear in the ACL are further limited in instances of on-selling and hiring out.
3. Warranty on ingredients/perishables/consumables extends only to faults in packaging and product condition. Warranty cannot be claimed with dissatisfaction from the results of using the product. I.e. if you don't like the beer you made with it.
4. Warranty from HydroLand Australia does not apply to items taken abroad and used outside of Australia; any parts or services needed under warranty in such instances must have all shipping organised and funded by the claimant.
5. Modifications causing defect void warranty to the extent that the modification caused or potentially contributed to the defect, as determined by HydroLand. Modification to items will also limit the forms of remedy we will be able to provide at our discretion (i.e. we cannot offer complete replacement of items that have been modified or damaged altered by the user.
6. Warranty attaches to the items themselves only. HydroLand will not be liable for loss to ingredients and perishables that may result from a warranty-covered defect, such as a loss of a brew.
7. Warranty does not cover loss of compressed gas or fluid due to the user's failure to check their system for leaks. HydroLand provides hardware that becomes the user's responsibility to ensure has been installed appropriately for the application.
8. Warranty naturally does not cover defect, damage or failure due to fatigue or wear and tear. Unreasonably strenuous or extended usage in situations not conceived by HydroLand when offering the warranty may not be covered if in all the circumstances it would be considered unreasonable to the fair-minded person. 

5.4 - Warranty Exclusions and Disclaimers

Items sought to be repaired/replaced under warranty must be returned to HydroLand in the same manner as they were originally delivered. Customer pickup orders must be dropped off in-person to our warehouse and we will not make arrangements instead to have it shipped.
Items shipped must have suitable packaging to protect from potential damage in transit back to HydroLand.

If the item:

• turns out to not be faulty upon thorough testing by our technicians. e.g. Cannot be replicated;
• tests as working fine; or
• the issue with the item turns out to be user error

We will naturally need to pass on the costs of freight (to and from) and sometimes labor originally incurred by us to the claimant. 

6.0 - Pre-Ordering, Backordering & Deposits

As a blanket rule, we do not allow any form or pre-orders or back-orders for out of stock/not yet stocked products. This is simply not possible due to warehouse, capital, stock management system and stocking reasons.

There is a limited exception for special order items we have on the website (uncommon items and bulk amounts):

1. Some items require special ordering and/or a pre-payment to reserve stock.
2. Pre-payments made for the purpose of special ordering or holding are non-refundable and the depositor forfeits this payment in the event of a change of mind. The payment taken is to cover our costs should the purchaser unfairly cancel after effort has been made to manufacture/ship/warehouse/organise large/expensive items.
3. We are willing to hold items for a maximum of one month (30 days) from the date of either:
1. the date the deposit was made to reserve an in-stock item; or
2. the date specially ordered stock arrive at our Australian warehouse and is ready to despatch.

7.0 - Stock Levels, Pricing and BNPL

7.1 - Incorrect Stock Availability

In the event that an item is accidentally oversold (IE customer has purchased an item(s) that has displayed as 'in stock' but is not in reality in stock). The customer will be contacted as soon as HydroLand becomes aware of the issue. Customers will be given the following options to choose from:

1. Refund on the relevant item and send the remainder of the order;
2. Cancel the whole order and refund in its entirety; or
3. Hold the entire order until the item is back in stock (only if the restock date is within 14 days).

We cannot backorder the out of a stock item and send the rest in a separate consignment unless additional postage is paid by the customer. 

7.2 - Incorrect Postage Quotations & Pricing

Postage quotations through the HydroLand website and generated automatically. While we do our best to test them to their limits to ensure they produce accurate and repeatable quotations in each instance, there will be rare instances where postage estimations are plainly incorrect and do not reflect the true amount. This is because they are not human-generated when through the website.

HydroLand reserves the right to provide partial refunds in the event postage is less than quoted and/or charged and reserves the right to seek additional monies in the event postage is grossly underquoted and/or undercharged by the website. If no amicable solution can be agreed upon by both parties in such an event, HydroLand as a last resort reserves the right to cancel and refund the order.

Please note, that any postage quotations through the website are calculated as being sent as cartons (individual boxes). Should the customer want larger orders palletized and/or sent through an alternative carrier more apt to dealing with pallets, they need to select the 'request a shipping quote' option.

7.3 - Online Pricing Errors - Shopify Migration

HydroLand reserves the right to provide refunds or cancellation of orders in the event that a product item listing has a pricing error. HydroLand also reserves the right to seek additional monies in the event that the product is grossly underquoted and/or undercharged by the website. If no amicable solution can be agreed upon by both parties in such an event, HydroLand as a last resort reserves the right to cancel and refund the order.

7.4 - BNPL - Services

HydroLand now offers a "Premium Support" feature for BNPL (buy now pay later) services which give you access to faster over-the-phone services, expedited packing, and processing.  If you would not like the "Premium Support" feature and you would like to use the "Standard Support" Service just select bank transfer during checkout and email our customer support team with your order number and phone number and your order will be processed during business hours by our team with your preferred BNPL option.