FAQ

Customers FAQ
Help topics for Customers
How do we benefit Customers?
How does it work?
- What happens if my order is short supplied?
  Short Supplied orders:
  In the first instance please raise your concerns with the Supplier.
  If the Supplier accepts your Claim for a Short Delivery, they will need to advice us to raise a Credit Note on your account.
  At our discretion, and depending on the circumstances we may offset the applicable refund against any outstanding invoice on your account, or refund it to you partially or in full.
- Help, my product is Faulty?
  Faulty Products
  If you are experiencing issues with your product, please refer to our FAQ first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, you can also contact the Supplier.
  
  Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to the Vendor within 3 days of receiving the product.
  
  Failure to do so may result in your claim being denied.
- How to Make a Claim?
  To lodge a claim:
  
  Simply contact the Support team through your account dashboard or email a detailed description of the fault.
  
  To assist in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
  
  All claims are reviewed and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
  
  If it is determined via troubleshooting that your product may be faulty, you will be provided with instructions to have the product returned to the brand's service centre for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
  
  For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service centre.
  
  Once the product has been received or assessed on-site, technicians will assess it and determine how to best resolve the issue.
- What steps are involved in a Return?
  ENQUIRY & TROUBLESHOOTING
  A Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item or arrange an on-site service call. To assist the team in resolving your issue as quickly as possible, please include photos and/or video of the issue when you contact us.
  
  TECHNICAL ASSESSMENT
  Your item will be assessed by a support team or sent to the brand or Supplier's in-house service department. Please allow up to 10 business days once the service centre has received the item.
  
  REPAIR OR REPLACEMENT
  A Supplier may be able to repair your product where possible and may need to order parts from Australian or international warehouses that are required to complete this. Depending on the nature of the fault, you may be entitled to a repair, refund or replacement. For more information please refer to the Terms of Supply.
  
  ITEM RETURN
  If it's absolutely necessary to return your item, smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or the Supplier’s repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large appliances like fridges, freezers and ovens may be assessed on-site. If your item is diagnosed as faulty, the Supplier will cover the costs of sending this to the nominated repair centre, however if you are returning a product because you changed your mind, you will need to cover the cost of sending the product back to the Supplier.
  
  REFUNDS
  If a refund is to be issued, this will be completed by reversing the original transaction.
  
  The faulty item will become the property of the Supplier
  
  Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavour to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location.
  
  Manufacturer’s Warranty
  In most instances, where you experience an issue with a product that comes with a (brand's) manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
  You may prefer to contact the manufacturer directly to seek a resolution.
  
  If you would prefer the Supplier to assist you, and choose not to go to the manufacturer, then their team will of course be happy to assist you.
  
  MARKETPLACE PRODUCTS
  If you have purchased a product through the Marketplace, you can contact us through the marketplace directly. Which ever method you prefer, our processing times will be the same however communication will be faster if contacted directly as there is no delay in sending and receiving messages.
  
  In the event that you are unhappy with the remedy offered by our support team, or you believe the remedy is not in accordance with the ACL, please request the support team member to escalate your claim and a more senior representative and we will be more than happy to assist you.
  
  Size Exchange
  If a product doesn’t fit and needs to be exchanged, please contact our support team via the Contact Us Here
  To be eligible for a size exchange, you must make the request within 7 days of receiving the goods and you must return the product within 10 days of the request. Our support team will contact the relevant brand manager and begin the returns process.
  
  If you need to upgrade an item to a larger size, such as a mixer or freezer, our support team may be able to have restocking fees waived if the item is still in its original (undamaged) packaging, has not been used and if you plan on purchasing the new item from the same brand as the original.
  
  In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be emailed directly to our support team.
  
  Please do not return the product until the customer service team has provided you with the relevant return details.
  
  Change of Mind Returns
  We understand that you will not always be able to test and handle products prior to purchase. However we cannot accept a Change of Mind as a reasonable reason to return a product.
  
  Whilst we offer this policy, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing and request additional details if anything is unclear.
  
  RESTOCKING FEES
  Our business model is one of high volumes and slim margins to keep your prices down. For these reasons, our suppliers charge 25% (minimum) restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.
  
  We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however if your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase.
  
  If items have been used or are not returned in all original packaging, a return may not be accepted.
  
  It’s important for your item to be unused and in original packaging to be eligible for return. This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again.
  
  We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time.
  
  If you would like to return an item, please email our support team directly Here and we will gladly assist you.
  
  Please note that manufacturers which have additional criteria and very strict returns policies.
  
  When returning a product for a size exchange or change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the Supplier service team. We do not accept any liability for any loss or damage which may occur in transit and we strongly suggest you include insurance with your shipping.
  
  Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold on our site, by the Supplier from whom you purchased or refunded for the same value.
- How do I apply for a Credit Account?
  First, you must have a basic account profile with Wholesale Supplies Pty Ltd. Once logged in to the account, you will see an option to Apply for Credit.
  Credit Accounts are granted to approved businesses, only when the usual Credit Application criteria has been met.
  Above a certain limit, a Credit Account must be guaranteed by a Guarantor, which may or may not be a Director of the Company who operates the business account.
  
  How to Apply for a Credit Account
  How to Apply for Credit with Wholesale Supplies Pty Ltd
  Thank you for your interest in becoming a Customer, to register firstly go here to apply:
  Once you have done this you will have a Customer Number.
  You will need to have placed a minimum of 3 prepaid orders on the marketplace prior to your Credit Account application being accepted.
  You can now apply for Credit for your Company.
  
  Steps Involved:
  1. You will need to complete the following online forms:
  - Application for Credit - Commercial Trading Account
  - Application for Credit - Guarantor - Guarantee and Indemnity
  - Application for Credit - General Credit Terms
  2. Once these mandatory forms are completed we can then assess your Company for credit.
  3. Typically our turn around time is expected to be within 24-48 hours. However, depending on your entity and data provided, we may approve you as quickly as within an hour.
  4. Our determination will be final. If you have been declined, we will happily reassess and invite you to reapply, after you have been trading with us for more than 3 months. Minimum spends apply.
  If you have further questions you can contact us
- General Supply Policy - Alcohol?
  General Supply Policy - Alcohol
  These policies and conditions are an addendium to the general trading policy on HorecaMarket.Global
  To view and purchase Alcohol, your account must have a valid Liquor license attached to your profile.
  MINIMUM ORDER QUANTITIES + SPLIT CASES
  These are set by Suppliers on the platform, given each product is sent from multiple different warehouses and drop shipped to your location. You should expect to pay the rates for shipping as you would normally have done prior to ordering through our platform. If you qualify for Free Shipping, on each Supplier order quantity, then you will not be charged shipping.
  
  EX SYDNEY WAREHOUSES:
  Metro Orders of 2 x 9ltr cases or over $300 LUC to Sydney, Melbourne & Brisbane, Adelaide, Perth from across the site incur no delivery fee.
  Orders of less than 2 x 9ltr cases will incur:
  $10 per case delivery charge – Sydney, Melbourne, Canberra
  $15 per case delivery charge – Brisbane, Adelaide
  $25 per case for Perth, Hobart, Darwin
  Split case deliveries are only available for products over $30 LUC per unit
  For any orders outside the cities mentioned above delivery charges WILL apply based on volume and these can be quoted on request/ system generated at the time of your order placement online.
  
  PAYMENT TERMS + METHODS
  Payment will be pre-payment for all orders unless a New customer Credit application form is completed and approved in advance of the first delivery.
  Once credit is approved full payment on all invoiced items must be made by the fourteenth of the month following the month of delivery. 14 Days EOM
  By Cheque - we do not acceot Cheques
  By EFT Account Name
  By Credit Card: accepts Visa & Mastercard for payment a surcharge applies
  For more information get in touch with our accounts team.
  
  CLAIMS + ULLAGES
  All goods will be at customers risk ex-warehouse.
  Any damage or loss of goods during transport by us/our carriers must be notified at the time of delivery.
  We will accept faulty stock (including label damage, leaked bottles, corky wines) for replacement.
  Corky/Tainted wines must be reported within 24 hours of discovery and the contents/bottle retained for inspection.
  Damaged stock found after delivery must be returned in its original box.
  In all cases a representative must review all returns before a credit note is provided.
  
  GENERAL
  All products listed are subject to availability and whilst every effort will be made to fulfill the purchasers orders for the product HorecaMarket.Global PTY Ltd shall not be liable for any loss or damage arising as a result of non-availability.
  All goods remain the property of the Supplier until paid for in full. The customer agrees to notify us of any change in ownership within 7 days of such change. Irrespective of any terms and conditions in the customers purchase order or the customer not reading the terms and conditions, acceptance (by retaining the goods or by any other method) of the goods ordered by the customer will be conclusive acceptance of the terms and conditions of sale contained above.
- Can I pay by Direct Debit?
  Yes, this is our preferred medthod of payment on the platform.
- Do I need a Liquor License to register?
  Given we sell 1000’s of products, many of which are not Alcohol,
  No, not unless you intend to purchase Alcohol. If you do intend to purchase alcohol, you will need to appropriate a Liquor License.
- Can I set up Automatic Credit Card Payments?
  We have multiple payment options, including credit cards.
  These are charged according to your existing terms, which can be automatically marked to be paid on the Invoice Due Date.
  All payments by Credit Card incur a Credit Card Surcharge which is provided by Stripe Payments.
- Does we charge a Credit Card Surcharge?
  All payments by Credit Card incurr a Credit Card Surcharge which is provided by Stripe Payments
- How do I see my Custom pricing from my Wholesaler/Supplier?
  We different prices to different customers - when logged in, you will see your negotiated price, if you have negotiated a Discount, it will automatically be reflected in the price displayed to you.
  The one exception is if you have been provided with a Voucher code to use in accessing a Discount then you will only see the discounted price after you load the discount voucher code in the shopping cart section of the site. If you purchase and do NOT use the code, the standard price will be applied and cannot be reversed.
- Can I set up a Recurring or standing order?
  In short, YES.
  If you order things like Milk, Bread or alike, you may be able to save on delivery charges by creating a recurring or standing order, for repeat purchases.
  Our platform allows you to create such orders from your chosen Wholesalers.
- Can you schedule particular items to be delivered at a later date?
  Order for tomorrow, next week or any date you choose, using the order note functions you can ask the wholesaler to deliver the particular order at a later date.
- Does the cost of using the platform go down the more business I give you?
  Price breaks are available as your payment volumes grow on the platform.
  We have set up tiers of pricing for all items which you would expect to access volume pricing on.
  Sales Commission is based on the applicable Product and Service Category.
  For example
  Sales Commission for businesses:
  $100m + are as low as 1.5%
  Please refer your pricing Rate Card within your account to see your specific price guide.
- Do you charge an account Set Up fee?
  We do not charge any set up fees, whatsoever.