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Frequently Asked Questions

PAYMENT INFORMATION

1. Payment Methods and on-line security

1.1 All prices shown on this Website are in Australian Dollars ($AUD) and include GST unless otherwise stated.

1.2 We accept payment by way of credit cards issued by VISA and MasterCard only. We do not accept American Express or Diners Club.

1.3 All payment transactions are conducted through Westpac Banking Corporation Payment Gateway. Since online commerce sites deal with sensitive data, this website encrypts all transmissions containing financial data using 128-bit Secured Sockets Layer (SSL) protocol. You may not be able to shop online if your browser does not support SSL or you are accessing the Internet from behind a firewall that prohibits SSL transactions.

1.4 The payment gateway part of our web site is a "secure". By "secure," we mean that the payment gateway uses SSL protocol. Our web servers are capable of delivering 128-bit encryption. However, your browser ultimately determines the exact level of encryption, not by the server. For example, if your browser is capable of communicating using 128 bits, the server will use 128-bit encryption. If your browser is only able to communicate using 40-bit encryption, then the server will use 40-bit encryption.

1.5 You will be required to submit your credit card details upon checkout. If we accept your order we will process payment via your credit card.

1.6 Credit Card orders must include the following information:

(a) Type of card;

(b) Cardholder name;

(c) Cardholder number;

(d) Expiration date;

(e) Telephone number.

1.7 Upon confirmation that your credit card payment has cleared we will send you a confirmation email and tax invoice. The tax invoice will be deemed your proof of purchase and will be required in the event of any claim regarding defective goods. It is therefore important you retain the tax invoice in a safe place. If you do not receive this, please call Client Services at 1300 472 774, or orders@ghpa.com.au

SHIPPING INFORMATION

2. Placing orders through the Website

2.1 You must be at least 18 years of age to place any orders through this Website. If you are under 18 years of age, you must not order any goods via this Website. By placing an order you represent to us that you are at least 18 years of age.

2.2 When you place an order for goods from this Website we will consider that you are offering to purchase the goods. We will confirm acceptance of your offer by sending you a confirmation email including a reference number. If we accept your offer, a binding contract will be formed incorporating these Terms and Conditions (where applicable).

2.3 Subaru Australia reserves the right to refuse to accept your offer or cancel orders at its sole discretion. If we do so, we will let you know.

2.4 Subaru Australia only sell and deliver within Australia. Subaru Australia will not accept offers for the purchase of goods outside of Australia or which are to be delivered outside of Australia.

2.5 In some cases Subaru Australia may have limited stock of goods shown on this Website. In such circumstances Subaru Australia reserves the right to limit the number of goods any particular customer may order.

3. Title and Delivery

3.1 Title to and Risk in the ordered goods will pass to you upon us receiving cleared funds for the purchase amount.

3.2 Items purchased from this Website are shipped using Australia Post and selected couriers. Shipping of goods will be charged at a flat fee of $12.10 (including GST) per order.

3.3 Shipping costs will be included in the final price specified at checkout.

3.4 If we accept your offer we will use all reasonable endeavours to process and ship your goods within 2 working days. In some circumstances a longer period of time may be required. Subaru Australia shall not be liable for any delay in performing any of its obligations under these Terms and Conditions if such delay is caused by circumstances beyond the reasonable control of Subaru Australia, and Subaru Australia shall be entitled to a reasonable extension of time for the performance of such obligations. If you have not received your goods within 10 working days of receiving a confirmation email please contact our customer service hotline on 1300 472 774.

3.5 If you have any questions concerning your order, please contact Client Services on 1300 472 774. Representatives are available to take your calls Monday through Friday, 8:30 a.m. to 6:00 p.m., Eastern Standard Time. You can also e-mail 24 hours a day to orders@ghpa.com.au. A client services representative will reply within 24 hours during the business week.

3.6 Orders placed on a weekend or a NSW Public holiday will not begin payment processing until the next business day.

4. Consumer Guarantees and Refunds Policy

4.1 Subaru Australia wants its customers to be 100% satisfied with all products purchased through the Subaru Shop. Where a product ordered from this website is a Consumer Good for the purposes of the Australian Consumer Law, the goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

4.2 Specific reasons for a refund or exchange will greatly assist Subaru Australia in developing quality merchandise meeting your requirements.

4.3 Where a refund or exchange is sought, all products must be returned in a similar condition to what the products where in when first delivered (apart from the defect alleged) as well as copy of the associated tax invoice or other proof of purchase. Appropriate packaging must be used to ensure that no in-transit damage occurs.

4.4 All returns will be inspected for authenticity prior to processing for refund or exchange. The purchaser may be contacted to clarify any issues relating to the returned product or to improve our quality processes.

4.5 Returned product postage will be at the cost of Subaru Australia where a product has a major failure, is not of acceptable quality or otherwise fails to comply with the Consumer Guarantees specified within the Australian Consumer Law.

4.6 Should you wish to exchange the product as a result of the product having a major failure or otherwise failing to comply with the Consumer Guarantees, and the product you are seeking to exchange is no longer available or is not available in the specification you require, we will happily exchange it for another product of your choice which is then currently available from our website. Any differential in price will be handled via an adjustment using the customer's credit card details.

4.7 Return of products should be made via Australia Post mail or suitable courier and addressed to:

GRASSHOPPER
RETURNS DEPT
6 COOPER ST
KATOOMBA NSW 2780

4.8 Refunds will only be made to the credit card used to purchase the products.

4.9 Any questions regarding Shipping and Returns can be directed to: orders@ghpa.com.au

Client Services

If you have any questions concerning your order, please contact Client Services on 1300 472 774.

Representatives are available to take your calls Monday through Friday, 8:30 a.m. to 6:00 p.m., Eastern Standard Time.

You can also e-mail 24 hours a day to orders@ghpa.com.au. A client services representative will reply within 24 hours during the business week.

Credit Card Orders

Credit Card orders must include the following information:

• Type of card

• Cardholder name

• Cardholder number

• Expiration date

• Telephone number.

Gift Certificates

Gift certificates are available for sale online in $25 and $100 increments.

No cash or credit will be offered for unused portions of gift certificates at time of redemption.

We cannot process gift certificate orders sent in with photocopied gift certificates.

All terms and conditions are printed on the back of each gift certificate.

If you have any questions, please contact Client Services on 1300 472 774, or orders@ghpa.com.au

Product Availability

All items pictured in the online store are subject to availability at the time of your order.

In some cases Subaru Australia may have limited stock of goods shown on this Website. In such circumstances Subaru Australia reserves the right to limit the number of goods any particular customer may order.

Order Acknowledgements

Upon confirmation that your credit card payment has cleared we will send you a confirmation email and tax invoice. The tax invoice will be deemed your proof of purchase and will be required in the event of any claim regarding defective goods. It is therefore important you retain the tax invoice in a safe place. If you do not receive this, please call Client Services at 1300 472 774, or orders@ghpa.com.au

Browser Cookies

Like many online commerce sites, GPA uses cookies to provide a personalized shopping experience. Most browsers (including Netscape Navigator and Microsoft Internet Explorer versions 2.0 and later) support cookies. You may not be able to shop online if you are using an older browser or if your browser is configured to not accept cookies.

SSL

Since online commerce sites deal with sensitive data, this website encrypts all transmissions containing financial data using 128-bit Secured Sockets Layer (SSL) protocol. You may not be able to shop online if your browser does not support SSL or you are accessing the Internet from behind a firewall that prohibits SSL transactions.

Where Your Order Goes

The Subaru Shop section of the Subaru Australia Website is operated on behalf of Subaru (Aust) Pty Limited ABN 95 00 312 792 ("Subaru Australia") by Grasshopper Promotions Australia ("GPA"). When you purchase an item from this Website you will be invoiced by Subaru Australia and your order will be fulfilled by GPA. In order to allow GPA to do this we may disclose your Personal Information (as defined by the Privacy Act) to them however they are contract bound to protect your privacy. We may also disclose your Personal information to third party suppliers engaged to deliver the goods to you. Where we do so we will comply with the terms of our Privacy Policy (a copy of which can be viewed at http://www.subaru.com.au/main/privacy-policy/).

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Secure Transactions

By "secure," we mean that the payment gateway uses SSL protocol. Our web servers are capable of delivering 128-bit encryption. However, your browser ultimately determines the exact level of encryption, not by the server. For example, if your browser is capable of communicating using 128 bits, the server will use 128-bit encryption. If your browser is only able to communicate using 40-bit encryption, then the server will use 40-bit encryption.