LONG FINE HOSPITALITY SUPPLIES
ONLINE ORDERING TERMS & CONDITIONS
Effective Date: 01 September 2026
These Terms and Conditions apply to orders placed through the Long Fine Hospitality Supplies website and online ordering portal.
By placing an order with Long Fine Hospitality Supplies, you acknowledge that you have read, understood and agreed to these Terms and Conditions.
For the purposes of these Terms, “Long Fine”, “we”, “us” and “our” refer to Long Fine Hospitality Supplies, and “customer”, “you” and “your” refer to the person or business purchasing goods from us.
These Terms are subject to any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL) or other applicable legislation.
1. Online Orders
1.1 All orders submitted through our website or online ordering portal are subject to acceptance by Long Fine.
1.2 Submission of an order does not guarantee acceptance or availability of the goods.
1.3 We reserve the right to decline, cancel or amend an order where reasonably necessary, including where:
- goods are unavailable or discontinued;
- there is an incorrect price, description, product code or other website error;
- the quantity ordered cannot reasonably be supplied;
- there is an issue with payment or the customer's trading account; or
- we reasonably suspect fraudulent, unauthorised or improper use of an account.
1.4 If payment has already been received for goods that we cannot supply, we will provide an appropriate refund, credit or alternative arrangement.
1.5 A contract for the sale of goods is formed only when Long Fine issues an order confirmation, dispatch notice or invoice, or otherwise accepts the order in writing. Submission of an order, and any automated acknowledgement of receipt generated by the website or online ordering portal, is an offer only and does not itself form a binding contract.
1.6 These Terms apply to the exclusion of any terms and conditions submitted, referenced or implied by the customer (including on a purchase order, requisition form or similar document), whether submitted before or after these Terms, unless expressly agreed to in writing by an authorised representative of Long Fine.
2. Product Information
2.1 We make reasonable efforts to ensure product descriptions, specifications, dimensions, images and other information displayed online are accurate.
2.2 Product images are for general illustration purposes. Actual products may vary slightly in colour, appearance, packaging, branding or finish.
2.3 Dimensions, capacities, weights and other specifications may be approximate unless expressly stated otherwise.
2.4 Manufacturers may change product specifications or packaging without notice. Where a change materially affects the product ordered, we will endeavour to notify the customer where reasonably practicable.
3. Pricing and GST
3.1 Prices displayed online are in Australian dollars.
3.2 Unless otherwise stated, all prices displayed online are exclusive of GST. GST will be added to the total payable at checkout in accordance with applicable law.
3.3 Delivery, freight and other applicable charges may be additional and will be displayed or advised where applicable.
3.4 Prices may change without notice. Any price change will not normally affect an order already accepted by Long Fine, except where there has been an obvious pricing or system error.
3.5 If a product has been incorrectly priced due to a typographical, data-entry or system error, we may contact you to confirm whether you wish to proceed at the correct price or cancel the affected item.
4. Customer-Specific Pricing
4.1 Approved trade or account customers may receive customer-specific pricing when logged into their online account.
4.2 Customer-specific prices, discounts and special arrangements are confidential and are intended solely for the customer to whom they are provided.
4.3 Pricing displayed while logged into an account may differ from standard website pricing.
4.4 Unless otherwise agreed in writing, promotional offers and additional discounts cannot be combined with existing contract or special pricing.
5. Stock Availability
5.1 All goods are subject to availability.
5.2 Online stock information is provided as a guide and may not always reflect real-time warehouse availability.
5.3 Where an item is unavailable, we may:
- place the item on backorder;
- contact you regarding an alternative product;
- supply the available portion of the order and backorder the balance; or
- cancel and refund or credit the unavailable item, as appropriate.
6. Substitute Products
6.1 Where an ordered product is unavailable, Long Fine may offer a suitable substitute or alternative product.
6.2 Where the substitute differs materially in brand, specification, size, quantity or price, we will seek the customer's approval before supplying it, where reasonably practicable.
6.3 A customer is not required to accept a materially different substitute that was not agreed to.
7. Minimum Orders
7.1 Minimum order quantities, carton quantities, pack sizes or minimum order values may apply to certain products or delivery areas.
7.2 Where a product is sold by carton, sleeve, packet or other standard quantity, orders may need to be placed in the applicable unit of sale.
8. Payment
8.1 Online orders must be paid using an accepted payment method unless the customer has an approved trading account with Long Fine.
8.2 Approved account customers remain subject to their agreed credit terms.
8.3 Long Fine may suspend or withhold further supply where an account is overdue, subject to applicable law and any agreed credit arrangements.
8.4 The customer is responsible for ensuring that payment and account information supplied to Long Fine is accurate and authorised.
8.5 Where an account customer's payment is overdue, Long Fine may charge interest on the overdue amount at a reasonable commercial rate, and the customer will be liable for reasonable costs (including debt collection and legal costs) incurred by Long Fine in recovering overdue amounts, to the extent permitted by law.
9. Delivery
9.1 Delivery times and dates provided by Long Fine are estimates unless expressly agreed otherwise in writing.
9.2 We will use reasonable efforts to deliver within the estimated timeframe but cannot guarantee delivery at a particular time where delays arise from circumstances reasonably outside our control.
9.3 Delivery charges may vary depending on location, order value, weight, volume and the type of goods ordered.
9.4 Additional freight charges may apply to:
- regional or remote areas;
- urgent or special deliveries;
- oversized or bulky goods;
- redelivery caused by the customer's unavailability; or
- other special delivery requirements requested by the customer.
9.5 Where authority to leave has been requested or provided, goods may be left at the nominated location where reasonably safe to do so. Risk associated with the nominated unattended delivery location passes to the customer upon delivery, subject to applicable law.
10. Receiving and Checking Deliveries
10.1 Customers should inspect deliveries as soon as reasonably practicable after receipt.
10.2 Any apparent shortage, incorrect item or visible transit damage should be reported to Long Fine promptly, preferably within 48 hours of delivery, together with the relevant invoice or order number and, where appropriate, photographs.
10.3 The 48-hour notification period assists us in investigating warehouse and freight discrepancies. It does not exclude any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
10.4 Customers should retain damaged goods and packaging until advised otherwise by Long Fine where a freight or damage claim is being investigated.
11. Returns – Change of Mind / Incorrect Ordering
11.1 Unless otherwise agreed by Long Fine, change-of-mind returns or goods ordered incorrectly by the customer are not automatically accepted.
11.2 Where Long Fine agrees to accept such a return:
- prior return authorisation must be obtained;
- goods must be unused, undamaged and in resalable condition;
- goods should be returned in their original packaging;
- proof of purchase may be required;
- return freight may be the customer's responsibility; and
- a reasonable restocking or administration fee may apply.
11.3 Any applicable restocking fee will be advised before the return is approved.
11.4 Special-order, custom-made, personalised, printed, clearance or discontinued goods may not be returnable for change of mind unless otherwise agreed.
11.5 Nothing in this section limits rights available under the Australian Consumer Law.
12. Faulty, Damaged or Incorrect Goods
12.1 If goods supplied by Long Fine are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee under the Australian Consumer Law, please contact us as soon as practicable.
12.2 We may request photographs, product details, batch information, proof of purchase or return of the goods so that the issue can be assessed.
12.3 Where required by law, Long Fine will provide an appropriate remedy, which may include repair, replacement, refund or other remedy available under the Australian Consumer Law.
12.4 Any voluntary manufacturer's warranty is additional to, and does not replace, rights available under the Australian Consumer Law.
13. Special Orders and Custom Products
13.1 Special-order, indent, customised, manufactured-to-order, printed or personalised products may require a deposit or full payment before production or ordering begins.
13.2 Once production or procurement has commenced, cancellation or alteration may not be possible.
13.3 Customers are responsible for approving artwork, specifications, dimensions, colours, quantities and other custom requirements before production.
13.4 Long Fine is not responsible for errors contained in artwork or specifications that have been supplied or approved by the customer, except to the extent caused by Long Fine or otherwise required by law.
14. Cancellation of Orders
14.1 Requests to cancel an order should be made as soon as possible.
14.2 An order may not be cancellable once it has been picked, dispatched, specially ordered, manufactured or customised.
14.3 Where Long Fine agrees to a cancellation after costs have already been reasonably incurred, the customer may be responsible for those costs to the extent permitted by law.
15. Title and Risk
15.1 Risk in goods passes to the customer upon delivery, subject to applicable law.
15.2 For approved account customers, title to goods remains with Long Fine until all amounts payable for those goods have been received in cleared funds, to the extent permitted by law.
15.3 Nothing in this clause limits any rights or obligations arising under applicable Personal Property Securities legislation.
15.4 Until title has passed in accordance with clause 15.2, Long Fine and its representatives may, on reasonable notice, enter any premises where the goods are reasonably believed to be located to inspect, recover or repossess the goods, and the customer will not impede Long Fine in doing so.
16. Customer Online Accounts
16.1 Customers are responsible for maintaining the confidentiality of their usernames, passwords and online account credentials.
16.2 Customers must promptly notify Long Fine if they become aware of unauthorised access to or use of their account.
16.3 Orders placed through a customer's account may be treated as authorised by the customer where it is reasonable for Long Fine to do so.
16.4 Long Fine may suspend an online account where reasonably necessary for security, overdue payment, suspected misuse or breach of these Terms.
16.5 The customer indemnifies Long Fine against any reasonably foreseeable loss, cost, expense or liability incurred by Long Fine arising from unauthorised or improper use of the customer's online account, except to the extent caused by Long Fine's own negligence or default, or as otherwise limited by law.
17. Website Availability and Errors
17.1 We aim to keep our website and online ordering system available and accurate but do not guarantee uninterrupted or error-free access.
17.2 The website may occasionally be unavailable due to maintenance, technical issues or circumstances outside our reasonable control.
17.3 Long Fine may correct errors in product descriptions, prices, availability or other website information when identified.
18. Limitation of Liability
18.1 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
18.2 To the maximum extent permitted by law, Long Fine is not liable for indirect, incidental or consequential loss arising from an order, delivery delay or use of goods where such loss was not reasonably foreseeable or was caused by circumstances outside Long Fine's reasonable control.
18.3 Where liability can lawfully be limited, Long Fine's liability will be limited to the extent permitted by applicable law.
18.4 Where the customer is not acquiring goods as a consumer for the purposes of the Australian Consumer Law (including trade and account customers), and to the extent permitted by law, Long Fine's total aggregate liability arising out of or in connection with an order is limited, at Long Fine's election, to the resupply of the goods or the amount paid by the customer for the goods giving rise to the liability.
18.5 The customer indemnifies Long Fine against any claim, loss or liability arising from artwork, specifications or content supplied or approved by the customer for special-order or custom products, including any claim that such material infringes the intellectual property rights of a third party, except to the extent caused by Long Fine or otherwise required by law.
18.6 Online payments are processed by third-party payment gateway providers. To the maximum extent permitted by law, Long Fine is not liable for any failure, error, delay or security incident occurring within a third-party payment gateway or other third-party system that is outside Long Fine's reasonable control.
19. Force Majeure
Long Fine will not be responsible for a failure or delay in performing its obligations where the failure or delay is caused by circumstances reasonably beyond its control, including natural disasters, fire, flood, industrial action, transport disruption, shipping delays, port disruption, supplier shortages, government restrictions, power failures or major system outages.
20. Privacy
Personal information collected through our website and online ordering system will be handled in accordance with our Privacy Policy and applicable Australian privacy laws.
Customers are responsible for ensuring that information supplied to Long Fine is accurate and up to date.
21. Intellectual Property
All website content, including Long Fine branding, logos, product photography, graphics, text and website materials owned by or licensed to Long Fine remains the intellectual property of the relevant owner.
Content must not be reproduced or used for commercial purposes without permission except where permitted by law.
22. Changes to These Terms
Long Fine may update these Terms and Conditions from time to time.
The Terms applicable to an order will generally be those published or otherwise agreed at the time the order is placed, unless a change is required by law.
23. Governing Law
These Terms and Conditions are governed by the laws of Victoria, Australia.
The parties submit to the jurisdiction of the courts and tribunals of Victoria and any courts entitled to hear appeals from them.
24. Dispute Resolution
Before commencing court proceedings (other than proceedings seeking urgent interlocutory relief), the parties agree to use reasonable endeavours to resolve any dispute arising from these Terms through good-faith negotiation between authorised representatives.
25. Notices
Any notice given under these Terms may be given by email to the address the customer has provided to Long Fine, or to Long Fine at info@longfine.com.au, and will be treated as received when sent, unless the sender receives a delivery failure notification.
26. Entire Agreement
These Terms, together with any order confirmation, invoice or written agreement expressly referencing these Terms, constitute the entire agreement between the parties in relation to online orders and supersede all prior negotiations, representations or agreements on that subject, except for any representation that cannot lawfully be excluded.
27. Severability
If any part of these Terms is or becomes illegal, invalid or unenforceable, that part will be read down or severed to the minimum extent necessary, and the remainder of these Terms will continue in full force and effect.
28. Waiver
A failure or delay by Long Fine in exercising a right or remedy under these Terms does not operate as a waiver of that right or remedy, and a single or partial exercise of a right or remedy does not prevent any further exercise of that or any other right or remedy.
29. Assignment and Set-Off
The customer must not assign or transfer any rights or obligations under these Terms, including any approved trading account, without Long Fine's prior written consent. Long Fine may set off any amount owed to the customer against any amount owed by the customer to Long Fine.
30. Contact Us
For questions regarding online orders, deliveries, returns or these Terms and Conditions, please contact:
Long Fine Hospitality Supplies
Broadmeadows, Victoria, Australia
Phone: (03) 9359 9388
Email: info@longfine.com.au