Terms

These terms take effect from the date you sign the customer account application and will continue for as long as you trade with Hayden Agencies. Hayden Agencies is a wholesale business only selling to those who on sell the products directly or as part of their product. Hayden Agencies’ website may include unique terms that apply exclusively to you and you agree not to use or allow your account or Password to be used by any other person or entity. These terms are personal to you, and can only be assigned with Hayden Agencies’ prior written consent, which may be given or withheld by Hayden Agencies in its absolute discretion. Hayden Agencies may assign these terms upon giving you written notice. You indemnify Hayden Agencies against all losses Hayden Agencies suffers whatsoever or howsoever caused as a result of a breach of these terms. All communications made on the website are taken to be written communications between the parties, and you are deemed to have signed all Authentic Orders. These terms will be construed in accordance with the law of Victoria and the parties submit to the non-exclusive jurisdiction of Victoria notwithstanding the domicile or residence of any party or the occurrence of any act, matter or thing outside of the State or Territory. By accepting this Application to Hayden Agencies, you execute it as a Deed and agree to be bound by the terms outlined within this page. All following instances of "we" or "us" reffer to the company Hayden Agencies.

Confidentiality

You must keep all information, whether unique or otherwise, accessed on or obtained from the website or communicated by Hayden Agencies, confidential. Your employees must be given information only on a need to know basis, however this does not relieve you of any liability should the information become known by a third party.

Returns, Replacements & Faulty Products

Please see our full returns and exchanges terms page here.

 

Change of mind returns

Change of mind returns are permitted within 10 days of invoice date for most items, unless stipulated below. To initiate a return please contact us via email with your order number and item/s requesting to return. Hayden Agencies reserves the right to refuse any returns which are made without prior notification and/or that fall outside our 10 day return window. 

 

Change of mind returns for equipment must be made within 7 days of invoice date. Equipment must include original accessories, case and packaging in original condition to qualift for a return. All equipment returns are pending approval by our technician after inspection to deem the item as in original condition. Please note this process may take up to 14 days. 

 

Items eligible for a return must be in original condition, unopened and unused. Hayden Agencies reserves the right to refuse return of items that do not comply.

 

Once the returned goods have been inspected a store credit will be assigned to your account, refunds are applicable if specifically requested (please note refunds may incur deduction of payment gateway fees). Please note for change of mind returns a 15% restocking fee will be deducted from the total amount. 

 

Hayden Agencies will not cover or compensate the costs associated to return change of mind returns to us.

 

Change of mind return exclusions are applicable for the below items:

Custom orders for stock not kept on hand will not be eligible for return.

Custom fabric orders are not eligible for change of mind returns.

Any seasonal item/s proceeding the end of that particular season, this includes if the time frame is within the 10 day period as outlined.

 

Damaged or defective goods

Claims for damaged or defective goods or incorrect delivery must be made within 4 weeks of delivery, exclusions to this time frame are applicable as listed below.

 

Where any goods are returned they remain at your risk pending acceptance of liability by the manufacturer or supplier. Goods that have been found to have manufacturing defects will be credited to your account (if applicable) provided a copy of the relevant invoice can be provided. Refunds are applicable upon request.

 

Without limiting in anyway the application of the preceding paragraph, Hayden Agencies will not replace foil balloons which have been:

• Overblown (as indicated by tears along the seam area) burned, or have puncture holes, poorly sealed (as evidenced by wrinkles in the neck of a heat-sealed balloon when supplied flat), exposed to moisture of any form, roughly handled, improperly stored, or balloons exposed to high temperatures or direct sunlight; 
• Balloons that have been inflated using the incorrect equipment resulting in damage;

 

Equipment Claims

Claims for faulty equipment must be made within the stipulated warranty timeframe. The equipment must be sent back to us at your expense pending inspection to confirm manufacturing defect. Freight will be credited back to your account if the equipment is deemed to have a manufacturing defect. Hayden Agencies will not offer a replacement equipment whilst inspection is occuring, usual inspection time frames are between 14 to 21 days.

 

If deemed as faulty due to manufacturing defect, and the equipment is able to be repaired then the original repaired equipment will be returned to you. If the equipment is deemed as a manufacturing fault that is beyond repair, Hayden Agencies will offer either replacement equipment (pending stock availability) or a refund / store credit.

 

Hayden Agencies will not offer replacement or compensation for equipment that is deemed as having user damage, including but not limited to equipment that has a burnt motor due to overuse and/or equipment which have been mishandled.

 

Decorative Structures

Claims for damaged decorative structures must be made within 7 days of delivery. 

 

Decorative structures such as but not limited to backdrops, plinths and frames are subject to slight imperfections. Hayden Agencies will not offer refund, replacement or credits for any goods with such minor imperfections. Any claims which fall under this will be handled as a change of mind return (as outlined above). Hayden Agencies reserves the right to refuse claims made due to slight imperfection. Please contact us with reference images and associated order details to enquire, any structures deemed as damaged beyond use will be compensated or replaced accordingly, the item must still have the original packaging to be eligible. Hayden Agencies reserves the right to reject claim as damage which has occured prior to use if the packaging has been discarded and / or the structure has been used for the intended purpose and / or the claim falls out of the 7 day window as stipulated above.

 

Custom Fabric 

Claims for damaged fabric orders must be made within 7 days of delivery. 

 

Claim exclusions include minor length variations and minor colour variatons. 

 

Claims are pending in person approval through inspection. Hayden Agencies is not liable to cover any associated costs to return items to us for inspection. Once an item has been deemed as a manufacturing defect compensation for the courier costs will be nominated back to your account as a store credit. 

 

Ordering

Orders to purchase goods or services from Hayden Agencies may be placed by you via the website. You acknowledge that no orders will be processed unless authenticated by receipt of the Password (“Authentic Orders”). Once you send Authentic Orders, they are irrevocable. You are liable for, and Hayden Agencies can rely upon, all Authentic Orders. Authentic Orders are taken to be authenticated once Hayden Agencies delivers the goods or services set out in the Authentic Order. Where Hayden Agencies part performs an Authentic Order, each part of the order will be deemed to be a separate contract at the time the goods or services are delivered.

 

Payment, Pricing & Promotions

Payment must be finalised before goods will be shipped. Payment can be made by card (Mastercard, Visa or American Express) or by Paypal. 

 

Credit accounts are not applicable during the first 12 months of doing business with a new customer, however after that time term accounts may be offered to businesses who meet our minimum monthly spend requirements. If you wish to discuss further please contact us via email. 

 

All prices displayed on our website are excluding GST.

Hayden Agencies reserves the right to cancel your order before courier dispatch of goods. In this instance a full refund will be provided after reasonable written communication is provided via email. Hayden Agencies does not accept any liability to claims made due to the cancellation and refund of your order if provided before courier dispatch with written reasonable explanation provided.

 

Viewing Orders

You can view your complete order history through the my account section of the website.

 

Updating Account Information

You can update your account information through the my account section of the website.

 

Shipping, Handling & Tracking

Hayden Agencies strives to send out all orders the same day they are placed, however this cannot always be achieved. Once goods have been accepted by our third party couriers, Hayden Agencies cannot be held accountable for delays and / or lost parcels as a result of the courier. Hayden Agencies does not give a guaranteed time frame for delivery, and cannot be held accountable for a delivery that is deemed as delayed. Please note that during seasonal periods courier services can experience delays.

 

Please be aware that shipping prices shown at checkout are an estimate, prices are subject to change once your order has been shipped. Hayden Agencies reserves the right to hold your order until any additional freight costs have been paid.  

 

If your delivery is unsuccesful, redelivery or return to sender fees may incur. Any additional fees will require payment, if payment is not received Hayden Agencies reserves the right to place your account on hold until payment is made.

 

Hayden Agencies cannot be held responsible for any lost or stolen goods once the courier has marked the parcel as delivered if authority has been given to leave your goods unattended. Hayden Agencies cannot be held responsible for goods that have been received with a proof of delivery. Please note Hayden Agencies cannot offer any compensation or replacement until an investigation has been completed with the assigned courier, this process can take anywhere from 4 to 8 weeks at minimum. 

 

If chosing Direct Freight as your courier method, please note their policy outlines consignments consisting of less than 5 parcls will be automatically left at the premises unattended if deemed as safe to do so. Hayden Agencies cannot be held responsibly for any misplaced or stolen consignments once deemed as safe to leave by Direct Freight and as such marked as delivered

 

If the provided address is deemed as unsafe to leave by the courier then a second redelivery fee will be charged, this includes security complexes and apartments, locked gates at residences, unsecured pets, main roads and / or other areas with high traffic etc. Hayden Agencies cannot be held responsible for a courier deeming the provided delivery address as unsafe.

 

Please note the following special delivery requests;

• Palletised deliveries which require a hand unload upon delivery will be charged a manual hand unload charge. 
• Often couriers will split the delivery of multiple parcels, satchels or other items that have been sent under one consignment. Hayden Agencies cannot offer any compensation for split deliveries and cannot guarantee parcels to be delivered in full at the same time.
• Specified delivery time frames may not be possible. Hayden Agencies cannot be held liable if the third party courier chosen cannot meet a specified delivery timeframe or date. 

 

Hayden Agencies cannot take responsibility of special instructions for delivery.  Third party couriers have their own service options depending on their price and range. 

 

Hayden Agencies does not accept any liability or make any warranty in relation to the goods except as provided herein or as required by law. Under no circumstances shall our liability exceed the purchase price of the goods. Hayden Agencies will not be liable for any loss or damage which is consequential, indirect or due to circumstances beyond our reasonable control.

 

When ordering large decorative structures such as but not limited to backdrops, plinths and frames please ensure you will be home at the time of delivery, otherwise ensure you grant authority to leave if unattended. Multiple failed delivery attempts drastically increases the likelihood of damage due to increased handling of the goods. 

 

If selecting store pickup as your courier method you must wait until you receive email confirmation that the order is ready for collection prior to arriving at our warehouse. We cannot give a guaranteed time frame of click and collect turnaround, we aim to have standard pickup orders ready for collection within 24 to 48 hours however this is subject to change depending on our daily operations. 

 

It is the customers responsibility to provide accurate address when placing an order. If an invalid / incorrect address is provided, redelivery or redirected delivery fees will incur. Hayden Agencies will not cover any associated costs due to incorrect details provided. Hayden Agencies reserves the right to place accounts on hold until said fees have been paid. 

 

At this time we are unable to ship large bulky goods such as decorator items to our international customers.

 

To track your consignment for your chosen courier please see below links;

Toll Priority: https://www.myteamge.com/

TNT/Fedex: https://www.tnt.com/express/en_au/site/shipping-tools/tracking.html

Direct Freight: https://www.directfreight.com.au/ConsignmentStatus.aspx

Australia Post: https://auspost.com.au/mypost/track/#/search

DHL Express (international): https://www.dhl.com/au-en/home/tracking.html

 

*Please note Australia Post has a 5-10 day lead time before investigating delayed parcels. We recommend lodging an online enquiry with Australia Post as we have found this to be the most efficient method to resolve*

 

Credits and Refunds

Any credit that you are owed for damaged or missing stock will be credited to your internal credit account. This is a balance connected to your account on our web store. The internal credit balance works as an in-store currency and can be used to pay for orders, when checking out simply select to pay for the order using your internal store credit, if you do not have enough credit to cover the entire order, any credit that you have available will be deducted from the total and the left over amount can be processed using your normal payment method. The My Credit Page on the 'My Account' dashboard displays the customers entire credit history, ie when and why credit is addedd or deducted from the balance.

 

Refund requests must be confirmed by our accounts department. Confirmation can take anywhere from 5-10 business days. Once confirmed your refund can take 7-14 business days to appear in your account. Refund transaction receipts are available upon your request. Please note that change of mind refunds are subject to the deduction of any relevant payment gateway fees being deducted from the total amount to be refunded.

 

Hayden Agencies reserves the right to cancel and refund an order prior to courier dispatch if reasonable communication is provided prior. 

 

Missing Stock

Please understand that our inventory may sometimes be incorrect, resulting in the purchase(s) of stock that is unavailable. In this instance a credit and / or refund (when requested) for the missing stock will be allocated to the customers internal balance and the customer is advised via email, for more information on customer credits please refer to the credits section above.

 

Any claims for missing stock must be made within 7 days of delivery. Hayden Agencies reserves the right to reject claims made outside of this time frame.

 

International customers will receive a store credit for any missing / incorrect items not received on order(s). Short supplied items are not available for resend to any customer who are located outside of Australia.

 

Fragile Items 

All fragile items including but not limited to Frames, Plinths, Backdrops, Acrylics and Decorative pieces may have varying minor imperfections. If you receive an item that includes such an imperfection please contact us to determine if compensation is applicable as stipluated above.

 

Colour Recommendations

Please note that any colour recommendations are not guarantees. Hayden Agencies will not compensate for a change of mind based off of our recommendation, because of this we always recommend testing colours prior to bulk purchase.