The product information provided in this website is for educational and informational purposes only, including recipes.  We use multiple websites to gather information from and always try our best to make sure the data collected is relevant and accurate.

Policies and Procedures

Silk Road Spice co. regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Silk Road Spice co. users and conforms to Internet privacy standards. If you have questions or concerns regarding this statement, you should first contact us at [email protected] or 0477 686 762.

Collection of Information

In order to use Silk Road Spice co. website, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to sales, support, and accounts, including email. Any information collected by Silk Road Spice co. is collected via correspondence from you or your company. This may be via the telephone, email, mail, directly through our website or social media platforms.

Use of Collection Information

Any details collected from Silk Road Spice co. customers is required in order to provide you with our products and/or services, and a high level of customer service. Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete credit card details. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our website, you can email us at [email protected]

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at [email protected]

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Silk Road Spice co. uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at [email protected]. You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Silk Road Spice co. may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. Silk Road Spice co. does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our website.

Links

Links on Silk Road Spice co. site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.silkroadspice.com.au

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by email, or by means of a notice on our homepage.

Images online

Silk Road Spice co. does it’s best to match product images as closely as possible to actual products however at times images may not match product exactly.  If the size and colour of your products is important to you, please feel free to contact our office and ask for product specific sample images to be emailed.

Silk Road Spice co. Security Policy

Silk Road Spice co. uses Stripe for its online credit card transactions. Stripe payments process online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the internet. All online credit card transactions performed on this site using the Stripe gateway are secured payments. Payments are fully automated with an immediate response. Your complete credit card number cannot be viewed by Silk Road Spice co. or any outside party. All transactions are performed under 128 Bit SSL Certificate. All transaction data is encrypted for storage within Stripe bank-grade data centre, further protecting your credit card data. Stripe at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Silk Road Spice co.

Delivery Policy

Free Shipping option doesn’t include express post, only regular postage is covered. After ordering and paying online, you will receive an email confirmation from our system containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will attempt to send your goods via Australia Post or Courier within 7 working days; however, if goods are unavailable delivery will take a little longer. If you wish to query a delivery, please contact us at [email protected]
Silk Road Spice co. reserves the right to additional charges for freight if the cost to ship the order is considerably higher than the price charged to clients via the website. Customers will be given the option of a full refund or the option to pay the increased price of delivery.

Overseas Clients – Delivery

We can ship products to international addresses however we are not an exporter of goods.  It is the responsibility of the buyer to cover all duties and fees incurred at destination imposed by quarantine or bio security.  We do not offer transaction certificates or exporter documents. Each country has its own rules and regulations with regards to importing our products and it is the responsibility of the purchaser to understand this.  We take all care to remove foreign bodies and any other known contaminants from our products however we cannot guarantee that products are free of all known contaminants that pertain to certain countries regulations for import.  If goods are to be treated, destroyed, or returned due to foreign bodies or contamination due to country regulations this is done at the expense of the purchaser.  If goods are returned, we will issue a credit for goods returned when they arrive at our warehouse.

Refund & Returns Policy

Silk Road Spice co. takes all necessary precautions when processing and picking stock we have strict quality control measures in place to help with removal of foreign bodies in our products. We are not able to guarantee that we are able to remove all.  It is the responsibility of the purchaser to exercise quality control also.

We do not take responsibility for products once blended or mixed.

If for any reason you are not completely satisfied with your purchase, we will give you a Full refund within 7 days of receiving your order. Please email us at [email protected] within that time if you are not satisfied with your purchase so that we can resolve any problems. This refund policy does not apply to goods which have been used, opened or damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre-pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. Silk Road Spice co. will not be responsible for parcels lost or damaged in transit if you choose not to insure.