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Terms & Conditions

Ordering Guideline
Payment Method (Direct Deposit Account Details)
Pricing and Taxes
Returns Refunds and Replacement
Privacy Policy

Ordering Guideline
  1. Orders can be placed through our website, by email, fax, post or telephone. In order to avoid communication errors we strongly recommend that orders be placed in writing via our website, email or fax. We guarantee the accuracy of written orders, however, we accept no responsibility for errors as a result of verbal miscommunication.

  2. We pride ourselves on the speed of our service. Orders are processed the same day they are received. We cannot guarantee dispatch times in situations affected by circumstances beyond our control. Once the order has been processed, any changes will be treated as a new order.

  3. We endeavour to ensure accurate pricing on both our catalogue & website. We will do our best to notify our customers of discrepancies due to changes in prices. Please check website for current pricing.

  4. Whilst we do not impose minimum order quantities, ordering items in bulk can result in substantial savings.

  5. If any item is short delivered and has been charged for, New Directions Australia will be more than happy to cover the cost of freight in resending the goods as soon as possible.

  6. We offer same day Pick Ups. Please provide a few hours' notice before the time of collection so that your order can be invoiced, picked, packed and ready for pick up at the time of your arrival.Pick Up hours are between 9.00am & 5.00pm

Payment Method (Direct Deposit Account Details)
  1. All orders must be paid for prior to shipping.

  2. We accept Visa and MasterCard only. We also accept Direct Deposits. If you choose to pay via Direct Deposit you will be required to fax or email your official Direct Deposit receipt so that your order can be dispatched promptly. Orders can be delayed if confirmation is not presented, as we will have to wait for funds to be cleared.

  3. EFTPOS is available at our Marrickville Head Office for Showroom Sales & Pick Up orders.

    Our account details for direct deposit:
    Bank name: Westpac Bank, Broadway Branch
    BSB #: 032249 Acc #: 121234

Pricing and Taxes
  1. All prices are quoted in Australian Dollars. Prices quoted in our website include GST.

  2. GST is applied to all orders within Australia on taxable items including freight. We cannot waive GST unless required documentation is supplied for Australian orders.

  3. All prices are quoted ex-works and do not include shipping & transportation costs. A New Directions Australia representative will get in contact with you shortly after placing your order to advise the freight charges that apply to your order. Freight charges vary depending on the 3rd party courier and the volume and weight of your order.Charges are calculated based on delivery address and from our Marrickville warehouse. If you do not need confirmation please type "DON'T NEED CONFIRMATION" in the comments field provided. We also welcome pick up of orders.

  1. Orders cancelled after 24 hours of the time of order placement will incur a 20% restocking fee.

  2. Orders left on "Wait" status or unconfirmed beyond 7 days will be automatically deleted from our system save and except International Orders which will remain in the system for 14 days.

  3. Pick Up orders must be collected within 7 days or they will be returned to warehouse inventory.

  1. New Directions Australia has accounts with several major courier companies. We will arrange freight through these accounts for you unless you require shipping through your own courier. If you wish to use your own courier we cannot be held responsible for loss or damage once goods leave our warehouse. Please advise your national account number & Sydney contact details of your courier in the "Special Instructions / Comments" sections with your order.

  2. Freight calculation is based on weight, volume and destination. Sales consultants are happy to provide freight quotes before processing payment if requested at the time the order is placed.

  3. New Directions Australia does not charge handling or packing fees unless special legal or specification documents are requested.

  4. All orders must be checked & lodged within 7 days of receipt & any claims, errors, or discrepancies must be reported immediately.

  5. Please note in circumstances where the selected courier service is unavailable or experiencing delivery delays, New Directions Australia may find it necessary to use an alternative courier or method of delivery to ship your order. New Directions will absorb any additional shipping charges in such cases.

Returns Refunds and Replacement
  1. Any discrepancies must be reported within 7 days of receiving your order. It is important to note the name of your Sales Consultant who has dealt with your return. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange will be allowed after 7 days from receipt of your order.

  2. Any problems reported after 7 days which are not the fault of New Directions will incur a 20% re-stocking fee.

  3. It may be necessary for clients to return goods by Australia Post, in which case, reimbursement of return freight costs will be included in refund/credit (only if the error is on New Directions behalf).

  4. If an error has been made by New Directions Australia with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If customer requires urgent re-dispatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods.

  5. Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. This will incur the 20% restocking fee. This includes change of mind returns also. Goods must arrive in re-saleable condition. Return freight will be at customer's expense. 20% Restocking Fee covers costs of time and labour involved with returning goods to the warehouse.

  6. Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately & promptly.

  7. All goods/products must be unused when returned to New Directions in order to qualify for a credit or refund.

  8. We do not accept cancellations and returns for change of mind on indent/custom items.

  1. The information provided is for educational purposes only. Individuals receiving this information must exercise their independent judgment in determining its appropriateness for a particular purpose or use. As the ordinary or otherwise use(s) of products is outside the control of New Directions Australia Pty Ltd., no representation or warranty, expressed or implied, is made as to the effect(s) of such use(s), (including damage or injury), or the results obtained. New Directions Australia Pty Ltd expressly disclaims responsibility as to the ordinary or otherwise use(s). Furthermore, nothing contained herein should be considered as a recommendation by New Directions Australia Pty Ltd as to the fitness for any use. The liability of New Directions Australia Pty Ltd is limited to the value of the goods and does not include any consequential losses.

    New Directions Australia Pty Ltd shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

    New Directions Australia Pty Ltd shall not be responsible for any damages resulting from use of or reliance upon this information.

    The user of the product is solely responsible for compliance with all laws and regulations applying to the use of the products, including intellectual property rights of third parties.

    The products contained in this website are represented in as true a manner, as photographic processes and printing will allow. The images contained in this website are for illustrative purposes only. If you have any questions with regard to how products are packaged or labelled, please contact your account manager at our Marrickville Head Office.

    Note: Individuals receiving any information contained in this website must exercise their independent judgment in determining its appropriateness for a particular purpose or use.

Privacy Policy
  1. New Directions Australia Pty Ltd is committed to complying with its legal obligations under the National Privacy Act. If you require further information regarding the guidelines, please visit

    Collection of Personal Information
    So that we may to provide better service to our valued customers, we may request personal details such as your name, address, e-mail address, telephone number and so on. Please note that in some circumstances in relation to particular ingredients and raw materials the collection of that information is required by law.

    Use of Personal Information
    The personal information that we collect is generally used for record keeping purposes and so that we may properly serve, promote and market our products to you. We do not use your personal information for any purpose other than for the purpose for which it was collected. If you do not wish us to contact you in relation to such services, please contact us.
    We do not provide or sell your personal information to third parties.

    Storage and Security of Personal Information
    New Directions Australia Pty Ltd is committed to ensuring all collected personal information is protected from unauthorised access, disclosure misuse or modification.Your personal information is protected and stored in a secure electronic database. We undertake to remove your personal information when it is no longer required for the purpose for which it was collected.

    Access to Personal Information
    Upon proof and verification of identity, (for the protection of the confidentiality of the personal information of yourself and others) we will allow you with access to any personal information you have provided us with if you feel the information is inaccurate, incomplete or outdated.

    Amendments to our Privacy Policy
    We may amend our Privacy Policy from time to time in order to remain compliant with all of our legal obligations.

    Social Media
    When you use our social media pages, you are using an external site and are therefore bound by the privacy principles of that site.

    We encourage you to review the privacy policies of that site for further information. New Directions Australia Pty Ltd does not endorse, and is not accountable for any views expressed by third parties using that site.

    No attempt will be made to further identify social media subscribers except where requested and authorised by law.

    Please note that in sharing our content through social media New Directions Australia Pty Ltd also uses interfaces with social media sites such as Facebook, LinkedIn, Twitter, Google Plus, Instagram, Pinterest and others.

    If you choose to "like" or "share" or "recommend" information from this website through these services, you should review the privacy policy of that service. If you're a member of a social media site, the interfaces may allow the social media site to connect your visits to this site with other personal information.

    If you have any questions in relation to our Privacy Policy, we invite you to contact your customer service manager.

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