Shipping policy

1. Purchase Procedure

The presentation of the offer in the online store is considered an invitation to make an offer under the published conditions.

Technical steps leading to the conclusion of a sales contract:

The purchase process provides the user (customer) with the following technical steps:

Logging into the online store using an email address or user password if the user (customer) has previously created a user account.
Searching for a specific product within the product offerings in the online store.
Selecting a product for purchase.
Adding the selected product to the shopping cart.
Specifying the quantity of the product for purchase in the shopping cart.
Reviewing the price of the selected product in the chosen quantity, including any applicable taxes.
Selecting the payment method.
Selecting the product delivery method.
Reviewing the order with the chosen product delivery method and any applicable delivery costs.
Confirming and submitting the order, thereby completing the purchase.

The customer selects the product for purchase through the website by confirming with the “Add to Cart” button. Before submitting the order, the customer can review the cart's contents, make changes, enter or modify personal information, and verify the delivery cost.

By confirming with the “Buy Now” button, the customer submits the order.

By submitting the order, the customer declares that the information provided is accurate, and that they are over 18 years old and competent to contract. The customer agrees that the seller may use the data provided to fulfil the order, particularly to contact the customer via email or phone. By submitting the order, the customer commits to paying the purchase price and receiving the ordered items and agrees to these general terms and conditions.

Technological means that enable the recognition and correction of errors before submitting an order:

Before submitting the order, the user (customer) is provided with a graphical user interface that allows them to immediately, easily, and effortlessly:

view and review the products they have selected and added to the shopping cart;
view and review the price of each product and the total price of the selected quantity of each product;
change the selected quantity of each product and calculate the new price for the modified quantity;
remove selected products they do not want to purchase from the shopping cart.
calculate the applicable tax based on the tax rate for the selected product and its price (the tax base);

Before confirming the order, the user (customer) is provided through the graphical user interface with the ability to immediately, easily, and effortlessly:

change the selected method of product delivery;
change the selected payment method;
review and confirm individual changes.

The rights and obligations of the seller and the customer in purchasing goods and services at a distance are regulated by these conditions, which are an integral part of the distance contract. The customer must familiarize themselves with the content of these conditions before concluding a distance contract and confirm their agreement with the rights and obligations arising from these conditions and the obligation to pay.

By submitting an online order, the customer confirms their agreement to payment and these terms and conditions, which they unconditionally accept in full.

An order for the purchase of goods and services is generally considered concluded when the customer receives an order confirmation via email, unless the terms of a specific offer explicitly specify otherwise. The terms and conditions for the purchase of goods and services and the confirmation of the completed order for goods and/or services are sent to the customer's email address provided during registration.

After the customer submits the order, the seller sends a confirmation email with order details to the customer's email address. Within 1 hour of receiving this message, the customer has the option to cancel the order without consequences. After the order is submitted, the customer cannot change the order's content, except for the option to cancel the order. The customer's profile on the seller's website always provides comprehensive information about the status and content of each individual order.

Once the seller's information system accepts the customer's order, the seller reviews the order, checks the availability of the ordered products, and within a maximum of two working days from the order submission date, sends a confirmation of order acceptance to the customer's email address.

If the customer does not cancel the order, the order proceeds to further processing. After processing the order, the seller either confirms or rejects it by specifying a reason. The seller confirms the order via email, and the confirmation includes acceptance or rejection of the order. The notification also includes information about the shipment of the products. To verify information or ensure the accuracy of delivery, the seller may also contact the customer by phone at the contact phone number provided. Upon order confirmation, the seller informs the customer about the estimated delivery time via email.

The sales contract between the seller and the customer is irrevocably concluded when the seller confirms the order (the customer receives an order confirmation via email), unless the terms of a specific offer explicitly specify otherwise. Subsequent to this confirmation, all prices and other conditions are fixed and are applicable to both the seller and the customer. The contract concluded between the seller and the customer, or the order, is stored in electronic form on the seller's server and is accessible to the customer in their user profile on the website. The sales contract is concluded in Slovenian. The storage period complies with applicable laws and accounting standards. This organized distance selling is conducted by the seller who uses remote communication means (e.g., email and the internet) exclusively for concluding the contract up to the moment of its conclusion.

The seller prepares, dispatches, and informs the customer about the ordered products via email within the agreed-upon timeframe.

In case the ordered product is not in stock, the seller notifies the customer. When the product becomes available, the customer receives a shipping notification.

In the case of pre-orders, the seller informs the customer when the product is in stock. At that time, the customer can still cancel the order.

The seller reserves the right to reject an order. The customer is notified by email.

2. Payment

The seller enables payment by credit or debit card (Maestro, Mastercard, Visa) or with the Paypal payment system.

3. Method and Delivery Times

Products in stock are shipped within 1 to 4 business days after the order is confirmed. The seller commits to delivering the ordered product to the delivery address provided by the customer when placing the order through contractual partners. The seller carries out the delivery of ordered products through contractual partners. The seller will deliver the ordered products within the agreed timeframe and in accordance with the terms and rates determined by the delivery service. The seller assumes no responsibility for any delays by the delivery service.

IMPORTANT: All orders are sent from Australia (AUS). Additional costs (taxes and customs) may apply in your country.

The delivery cost is around 10AUD depending on the partner. For orders over 100 AUD delivery is free of charge. The delivery cost is added to the order cost, which is visible in the shopping cart and on the invoice. We ship via Australia Post or another trusted courier. Delivery times depend on your location (usually 1–4 business days). Delays due to the courier are outside our control.

If a package is not collected or is returned due to incorrect information, we reserve the right to deduct actual shipping and return costs from any refunds.

In the event that the customer fails to collect the package from the delivery service, the seller reserves the right to deduct the actual total shipping cost from the refundable amount. The actual shipping cost refers to the total cost incurred by the seller to ship the package to the customer, including the cost of packaging, postage, and any additional fees charged by the delivery service. The seller will provide the customer with a breakdown of the actual shipping cost upon request.

Clarification on Shipping Charges: The actual shipping cost incurred by the seller may differ from the flat rate shipping fee of 10AUD listed on our website. The flat rate covers only a portion of the total shipping costs. The seller will provide a detailed breakdown of the actual shipping costs upon request by the customer.

4. Order Cancellation

Customers can cancel an unconfirmed order by reaching out to us at the address support@mountaindrop.com.au on weekdays from 9:00 am to 4:00 pm.

Customers can cancel a confirmed order by reaching out to us at the address support@mountaindrop.com.au on weekdays from 9:00 am to 4:00 pm.

If the order has already been shipped, the customer can reject the shipment when it is delivered by the delivery service.

If the customer rejects the order at the time of delivery, the following terms apply:

Return Shipping Cost: The customer will be responsible for paying the cost of return shipping.
Actual Shipping Cost: The customer will also be charged for the actual shipping costs incurred by the seller. The actual shipping cost includes all expenses related to shipping the package to the customer, such as the cost of packaging, postage, and any additional fees charged by the delivery service.

If the customer cancels the order before it has been shipped, the seller will refund the full amount of the order to the customer's original payment method.

5. Right of Withdrawal

In accordance with the Consumer Protection Act, the customer (consumer) has the right to notify the seller within 7 days of receiving the product of their decision to withdraw from the contract without specifying a reason for their decision. The return of purchased products to the seller within the withdrawal period constitutes notice of withdrawal.

The customer can communicate their intention to withdraw from the order by email to support@mountaindrop.com.au with an unequivocal statement of withdrawal from the contract. You can download the withdrawal notice form HERE.

The purchased products must be returned to the seller no later than 30 days from the date of the notice of withdrawal from the sales contract. The purchased products must be returned to the seller undamaged, in their original packaging, and in an unchanged quantity, unless the products are damaged, spoiled, lost, or their quantity reduced without the customer's fault. If the postal package that the customer received the ordered products in is physically damaged, lacks content, or shows signs of tampering, the customer must initiate a complaint procedure with the delivery service. The customer is considered to have returned the product on time if they deliver it to the delivery service authorized by the seller to accept the product within the deadline set forth in this article.

In the event of withdrawal from the contract, the seller shall refund all received payments, minus the shipping cost, immediately or within 30 days of receiving the notice of withdrawal from the contract. The same applies to a used gift voucher; any used promotional codes and other discounts are not refunded to the customer. The seller will refund the paid amount to the customer’s personal or transaction account. In the case of a used gift voucher, the refund will be provided in the form of a credit note. The seller may withhold the return of received payments until the customer returns the product.

Under the provisions of the law, the customer is responsible

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