Terms & conditions – wholesale customers


This section sets out Sweet by Nature’s terms & conditions for wholesale trade.

Please read these terms and conditions carefully as they form part of your agreement with Sweet by Nature Pty Ltd. By accessing our website, registering as a customer or ordering products, you agree to comply with these terms and conditions. If you require clarification or have any questions please contact our team on 03 9456 9300 (8am to 3.30pm Monday to Friday).

Sweet by Nature may modify these terms and conditions from time to time in order comply with changing legislations and to provide the highest level of service and protection to our customers. Please check these terms for any changes before you order.

Opening a wholesale account

In order to become a wholesale customer with Sweet by Nature, you must:

  • be aged 18 or older
  • be a current director of a company, partnership or sole trader or ABN holder of a registered food business
  • complete a trading account application form and open a wholesale account
  • not be banned from holding company directorship, nor be subject to a personal insolvency agreement or debt agreement nor have previously have been declared bankrupt.  (the NPII register may be accessed for information )

How do I set up a wholesale trading account?

Wholesale customers will need to contact our office, fill in a credit application or trading application to apply for a C.O.D account, or a 7 day account once approved. You will receive a customer number and log in details.

To qualify as a wholesale customer, you must purchase the goods for the purpose of on-selling them to your customers, or otherwise have a suitable foodservice type business such as a café, restaurant or other registered food business.

Wholesale customers please contact us so we can set up the appropriate account for you. Once you have a log in, you can access your account 24 hours per day to place orders, check balances or previous orders, even pay online through our online system.

When creating an account with Sweet by Nature you will need to provide all relevant details, including a contact person, delivery address and contact phone number. You will be issued with a customer code, username and password to access your online account. You are solely responsible for maintaining the confidentiality of your log in details, and as such, are responsible for who might use them to access your account.

You may update or edit your account at any time through our website or by contacting our customer service team.

You may not have more than one active account, and your account is non-transferable. You may be refused an account or orders at the sole discretion of Sweet by Nature. Sweet by Nature may at its sole discretion terminate your account or services at any time.

We May Contact You

By signing to become a customer of Sweet by Nature or otherwise using the Service you agree that Sweet by Nature may contact you (including by email, SMS, telephone or such other means) in relation to:

 

  • the delivery service, your account, any products, or your order
  • any marketing or promotion which we conduct, special products or VIP specials being offered, Sweet by Nature newsletters or publications

 

We will not sell or give your information to any third party, or otherwise provide your details to another company without your consent. To limit our marketing or promotional contact with you, please phone or email our customer service team.

Orders and Delivery – Wholesale customers

Placing a Wholesale Order

You will need to set up an account with us before you can place an order as a wholesale customer. Once set up, you can place an order online, over the phone, via email or via fax. You can also leave a recurring order to be sent automatically at your preferred intervals.

  • Phone: (03) 9456 9300 to place an order. Our staff can process your order and arrange delivery or pick up.
  • E-mail: orders@sweetbynature.com.au, our team will process your order received before cut off (3pm) for next day delivery.
  • Fax: (03) 9456 9033 to fax your order. Our staff will process all orders received prior to 3pm for next day delivery.
  • Online: Register and create an account at www.sweetbynature.com.au and simply order online 24 hours per day. Your order will be processed automatically into our system removing any margin for error in handling. Cut off times apply to online orders,(cut off 3pm for next day delivery).
  • Recurring Order: Simply let us know what you would like delivered and the day of delivery required and we will delivery automatically each week...

Wholesale customers must place their orders by 3pm for delivery on the following delivery day for your area. We deliver to all of Victoria, areas of N.S.W, Tasmania and South Australia through our distribution partners. The locations we can deliver to may change from time to time. Please call our sales team to find out if we deliver to your location.

You will be asked to confirm your order and account details each time you place an order.

Changing Your Order

You can add to or cancel you order anytime prior to the 3pm cutoff, after this time we cannot alter the order. No changes or cancellations will be accepted after these cut off times.

You must pay for products (including any delivery fees and taxes) which you have ordered, even if you cancel or change orders after these cut off times.

Receiving Your Products

You will receive the products to the delivery address you provide. Please ensure that your requested delivery location is free from obstructions and is otherwise in a clean and tidy state to prevent any delivery delays.

At the time of delivery, you will be asked to sign a form to acknowledge that the goods were delivered in good and proper condition. Where you have requested that a representative accept delivery of the goods on your behalf, this delivery acknowledgement will be obtained by Sweet by Nature from your representative.

You own and are responsible for all products once they have been delivered to you. Please make sure that you check all products carefully against your tax invoice and take careful notice of storage instructions, ingredient lists, allergens, and any use by or best before dates on products.

Public Holidays: Please note that we are closed on public holidays. We request that customers place orders as early as possible to ensure you have sufficient stock levels.

Cost of delivery

All wholesale deliveries incur a special flat fee of $10.00 + GST This amount in most instances is waived if your order is above $80.00 + GST. Our novelty and wedding cakes cannot be transported via this system however due to the fragile nature of these products. Please call us for delivery options for these items.

You will have the opportunity (based on your entered postcode) to view the finalised delivery charges on your order at the checkout stage before you complete your order and make payment.

Remember if you like you can always pick up orders from our production kitchen in Heidelberg West. We would love to see you.

Viewing Orders: Once you have registered and logged in you can view all your past orders online. This makes re-ordering simple and fast.

Missing Products and Quality Issues

At Sweet by Nature we pride ourselves on the quality of our produce and offer a 100% satisfaction guarantee to customers. If for any reason you have: received an incorrect item, your whole order has not been delivered, incorrect item/s were delivered or have received something that you are not 100% satisfied with, we will ensure that the product will be replaced. However you must notify Sweet by Nature via phone within 24 hours of the delivery being made and return any products to the driver as directed. The customer is not to return any goods to Sweet by Nature without obtaining prior authorization from us, this is so that your item can be tracked.  

You can contact us by email to orders@sweetbynature.com.au or by phone to our sales team on 9456 9300 advising that you would like to return goods. If there is an issue with your order please note that you must refrigerate or freeze the cake immediately and return it to us on the next business day if we are to consider a refund. All goods must be returned in the original packaging. Please include:

  • what product was at issue
  • when you purchased to product
  • full details of the defect or other reason for return.

We will then issue a returns form. If you send goods to us without a returns form, we may not be able to identify sufficient details to enable us to attend to your complaint. Due to the nature of fresh product, returns will not be accepted if due to customer order error or over order.  

No claim for damaged or unsatisfactory quality, or any other claims, will be recognised after 24 hours of receiving stock. Otherwise the customer will be deemed to have accepted the goods.

Issues / problems

Sweet by Nature prides itself on customer service and will rectify any matter you are unsatisfied with where possible and within reason. Having said that, we are not responsible for any late delivery or failure to deliver due to circumstances beyond our reasonable control. We cannot take responsibility for items left out for long periods, as the customer is responsible for ensuring the product reaches refrigeration as soon as possible after delivery. Please note that risk for loss or damaged product passes to the customer upon delivery of the product(s) by the driver. Unfortunately we cannot credit or replace stock damaged due to climatic, poor refrigeration or other condition after the goods have left Sweet by Nature’s control. Please note that risk for loss or damaged product passes to the customer upon delivery of the product(s) by the driver.

If your delivery has not arrived within the estimated timeframe, please contact our team on (03)9456 9300 or after hours Paul Misso on 0412 333 847.

Variations from pictured items

As cakes are a handmade product some variation to pictures on the website make occur. Cake designs may also be improved over time, therefore the product received may vary from the image on the site. Variations in colour may occur due to variations of colours perception between computer monitors, or the lighting or conditions that the original photo was taken in.

Where items are provided on cakes such as handmade sugar paste items, they are strictly provided as decorations on a cake, if there are any breakages or faults with the items after they are removed from the cake we will not replace these items.

Product Availability

Whilst we make every effort to ensure availability of all products in our range, unfortunately we cannot guarantee that goods advertised on our website, or in our catalogue will be available. Although we will do our utmost to ensure that your order is fulfilled, if a purchase of an unavailable item is made, you will be not be charged for that item, as our invoices are only issued once goods are despatched to you.

Intellectual Property Rights

Sweet by Nature owns and is licensed to use all of the Intellectual Property Rights on the website, including software, design, text, graphics, layout, content, and materials. You must not modify, copy, adapt, store in a retrieval system, reproduce, upload, post, transmit, sell, distribute in any way, communicate to the public or use for commercial purposes, any material on our website without our prior written consent. This website contains registered trademarks and other trademarks which are protected by law. You must not use any mark, logo or trademark appearing on the website, or our name or words or images associated with Sweet by Nature or the names of our products without our prior written consent. We will strenuously defend our Intellectual Property rights.

General Restrictions

You must not:

  • use the website or service for activities that breach any laws, infringe a third party’s rights or are contrary to any relevant standards or codes;
  • use the website or Service in any way, or transmit to or via the website any material, which interferes with other users or defames, harasses, threatens, menaces or offends any person or which prevents any other person from using the website or Service;
  • make fraudulent or speculative enquiries, purchases, or requests;
  • use another person’s details without their permission or impersonate another person;
  • tamper with or hinder the operation of the website;
  • use any mechanism or technique to obtain the details of another customer;
  • knowingly transmit any virus, worm, defect or similar disabling or malicious device to the website;
  • modify, adapt, translate or reverse engineer any portion of the website;
  • remove or alter any copyright, trademark or other proprietary rights notices contained in or on the website;
  • create accounts by automated means;
  • use the website to violate the security of any computer or other network or engage in illegal conduct;
  • use the website or Service other than in accordance with these terms ; or
  • Enable or permit another person to commit any of the above acts.

Disclaimer

The information provided on this website is for use of a general nature only and is not intended to be relied upon as, nor to be a substitute for, specific professional advice. No responsibility for loss occasioned to any persons acting on or refraining from action as a result of any material in this publication can be accepted.

You are advised that content may include technical inaccuracies or typographical errors. We will rectify these immediately should you bring them to our attention and would be most grateful to you. Please confirm any pertinent facts or any further specific details with our sales team, who will be pleased to confirm anyparticulars.

Sweet by Nature will not be held responsible for any loss, damage or injury caused by, or related to, the use of any information contained on this website or arising from supply issues or our service to you or the purchase of our products at any time. In any event, including the event that any obligation on our part is implied into these conditions by law, then our liability is limited to the value of the goods that you have purchased.

We give no warranty and make no representation, express or implied, as to:

  • the adequacy or appropriateness of the products for your purpose
  • any implied warranty or condition as to suitability of the products for a purpose other than that for which the products are commonly used;
  • Whether our website will be compatible with your equipment, software or network connection.

Sweet by Nature will endeavour to ensure that any site linked to or from the pages of www.sweetbynature.com.au will be of suitable content, but is not responsible for the content of these external sites.

Sweet by Nature are not liable for any breach of our obligations resulting from causes beyond our reasonable control.

Pricing, Payment & Promotions

Most wholesale customers arrange a trading account with payment due on delivery of order. We do also offer 7 day accounts to approved customers.

However we hope that you will understand that offering credit is an expensive option, therefore we must be strict with terms; we are not a bank after all. If your account is out of terms, you will not be able to place further orders. You can release your account hold immediately by clearing your outstanding invoices via credit card over the phone with our team. Please call our accounts team for further information on payment policy.

Short & Sweet - The Sweet by Nature newsletter, will detail special offers, discounts and other promotional events. You can subscribe to this newsletter via our website.

Changes to Pricing

From time to time we may need to alter the price of our products. This may result in the prices of the individual products being slightly different from the notified price. We will advise our customers via email and mail with notice prior to any price changes

Special or Seasonal Products

Sweet by Nature may offer special or seasonal products. This can include hampers, retail packs, seasonal lines and special offers. From time to time, we may also offer special promotions or customer incentives which provide you with a discounted pricing. These promotions are subject to their own terms and conditions.

Privacy Policy

Sweet by Nature values the protection of your privacy, and treats your personal information with the highest levels of confidentiality. We are committed to safeguarding your personal information and will always handle your personal information securely and carefully.

Information that you supply directly, such as through an online order, joining our newsletter database or through general enquiries, is used only to provide the best service to our customers and personal information is always stored securely. All data collected, whether directly or indirectly, is used only by Sweet by Nature and is never provided to any other party without your permission or to the extent required by law

When placing an order on our website, we record sufficient personal details to confirm your identity, and to ensure we send goods to the correct address. At no time do we record your credit card information on our site.

Sweet by Nature will, on request, provide an individual with access to any information we hold about them. Technology and security measures have been implemented to protect the personal information that we have under our control from unauthorised access. Sweet by Nature will comply with the principles as set out in the Privacy Act 1988 and the Privacy Amendment (Private Sector) Act 2000.

Legal Obligation

We reserve the right to use or disclose any information without notice or consent as needed to satisfy any law, regulation or legal request; to conduct investigations of consumer complaints or possible breaches of law; to protect the integrity of our site and our property; to protect the safety of our visitors or others; to fulfil your requests; or to cooperate in any legal investigation as required by law.