Shipping policy

Terms and Conditions

The Terms and Conditions below stipulate the terms and conditions for sales directly from Kegs Off Tap. If a product has been purchased from a different re-seller/distributor then different terms and conditions may apply.

These terms are taken to be acknowledged and accepted by customers upon making an order from Kegs Off Tap on this website.

Pricing Policy

All of our prices are in Australian dollars (AUD) and do not include GST (Goods and services tax), for which we are not currently registered. Product prices are regularly updated when price changes are received from our suppliers.

Shipping and Delivery Policy

We deliver the Off Tap Bars to the good people of Brisbane, within 30km of the CBD. Should you be located outside that area, you may contact us for a quote on shipping or arrange for collection by appointment from the Brisbane city area.

Should we have stock available, we can usually arrange to deliver the equipment to you within 24-48 hours of your order being placed and payment being received in full.

Due to the size and weight of our equipment, we offer delivery to any location that can be easily accessed by a motor vehicle. Should you require assistance installing the Off Tap Home Bar, please advise at the time of placing the order so that we can adjust the price quote to account for the additional staff that may be required.

Customer Service Objectives

Kegs Off Tap is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 2-7 business days; in the event that an ordered item is not available or we are unable to fulfil your order, we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.

Privacy Policy

Kegs Off Tap is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our newsletter (if you choose to have it delivered) and to personalise your shopping experience with us; that’s all. Kegs Off Tap uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from us only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its “IP address,” and is sent automatically each time you access any Internet site. From a computer’s IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.

Returns and Refunds: Procedure and Policy

Leaks and/or Lost Product

All gear supplied by Kegs Off Tap must be tested thoroughly before use and maintained correctly over time. Kegs Off Tap is not responsible for lost beer, beverages, liquid, gas or other consumables caused by leaks or faulty items. It is the job of the installer to thoroughly check hose joins, taps, seals, chillers and all other corresponding gear before leaving the system unattended or under pressure. All beer systems require maintenance and require periodic seal replacements etc. It is the user’s ongoing role to make sure all fittings and fixtures are working correctly and maintain a good seal. If these checks have not been done properly and you are unsure whether everything is airtight, then please do not leave the equipment unattended or under pressure.

1.0 – Return for Refund – 30 Day Money Back Guarantee – Non-Defective Items

If you return the product to us because you have incorrectly purchased or simply did not need the product you can send it back to Kegs Off Tap for a refund, less shipping. Normal processing times for these are 2 business days from receipt during normal periods.

The terms of this include:

1.1 The product must be returned in new, saleable condition and must not be used or abused;
1.2 The customer must pay the cost of the postage back to us;
1.3 The customer accepts that the original cost of postage has been spent and is non-refundable as it is not recoverable;
1.4 Returns cannot be accepted for consumables due to their inherent perishable nature. This applies to grain, hops, yeast and other ingredients that cannot be resold upon being returned.

If any of the above are not satisfied, Kegs Off Tap reserve the right to not accept the return and return the items back to the customer or negotiate a partial refund.

2.0 – Faulty Product or Product not as Described.

In the event you have received an order from Kegs Off Tap and it is not how it should be due to damage, poor quality, poor craftsmanship or otherwise, please contact Kegs Off Tap through the official channels (email or phone) to make us aware as soon as possible.

Claims for the above will be handled in the following manners:

2.1 – Claims within The First 7 Days

If a fault in the product has been identified within 7 days of receiving the goods and Kegs Off Tap made aware, the customer will be given the option to return to Kegs Off Tap for a full refund excluding freight.

2.2 – Sending Replacement Parts

If the issue can be resolved by sending out replacement parts for the customer to resolve remotely, Kegs Off Tap would normally prefer this and offer this as an option.

2.3 – Keep as-is at a Discount

If the customer is happy to keep the product as is the Kegs Off Tap will offer the customer a discount to keep the goods. This amount calculated is normally calculated with reference to the costs and losses associated in returning the item and what will adequately resolve the situation to the customers satisfaction.

2.4 – Returns After 7 Days

If the fault in the product has been identified after 7 days, the product will need to be returned to Kegs Off Tap Distribution for assessment. Kegs Off Tap will assess the product in 47hrs and will in their discretion make a decision to either repair, refund or replace the product.

3.0 Refunds / Replacements

Refunds or replacements will only be issued once goods have been returned and received by our warehouse and assessed to be non-repairable. We cannot refund goods/or send replacement goods until the product being refunded/replaced has been received by our warehouse in good order.

Please note, if you persist and use a perishable or item after the defect becomes apparent, you waive your rights under these terms and conditions and accept the items as they are. We cannot return for either refund or replacement such items, including but not limited to hardware and consumables, such as grain (e.g not milled or measured correctly).

4.0 Pickups / Postage If the item was picked up from Kegs Off Tap then to get a return the goods need to be dropped back off to Kegs Off Tap.

Warranty and service needs to be delivered in the same manner as the order it was purchased on. I.e. if you have an item that was collected from us via customer pickup, you need to bring the item back as we cannot offer postage to facilitate the return. If you originally had it posted to you, we can make arrangements for it to be posted/couriered back.

In the event we will need to get it posted back, we will take care of the delivery costs and bookings, but will require the customer to adequately package the item and for small items drop them in a post box or at the Australia Post office.

Please package all items to be returned as best as possible. If there is damage to items due to poor packaging, this will not be born by Kegs Off Tap.

3.0 – Warranty Claims & Procedure

3.1 – Warranty Period

The standard warranty period is a default twelve (12) months unless otherwise specifically listed in the item description. This is offered by Kegs Off Tap as a retailer and is not a guarantee under Australian Consumer Law (“ACL”). The normal and standard guarantees exist under Australian law as they exist under the ACL and common law and Kegs Off Tap have no intention of excluding them.

3.2 – How to Lodge a Warranty Claim

To lodge a warranty claim with a Kegs Off Tap purchase from our website www.kegsofftap.com.au please send all relevant information plus your order number through to info@kegsofftap.com.au.

All phone call warranty claims must be backed up by a written email. Kegs Off Tap does not conduct warranty claims via our staff’s personal email, mobile telephone or other means of social media. All must be through our warranty claims department via email info@kegsofftap.com.au.

3.3 – Warranty Coverage

1. For warranty claims coverable by Kegs Off Tap Australia, we will cover any and all costs associated with the process of returning and redelivering the item after successful repair to the claimant. We reserve the right to replace, repair or refund for the item at our own discretion, pursuant to the Australian Consumer Law‘s as they appear in Schedule 2 of the Competition and Consumer Act 2010 (Cth) (“ACL”). If a warranty-covered fault/defect is found, all costs associated with the repair/refund/replacement, including freight both ways, will be absorbed by Kegs Off Tap.
2. Standard warranty does not extend to products purchased and used for on-selling and hiring out to third parties. Please note too, consumer guarantees as they appear in the ACL are further limited in instances of on-selling and hiring out.
3. Warranty on ingredients/perishables/consumables extends only to faults in packaging and product condition. Warranty cannot be claimed with dissatisfaction from the results of using the product. I.e. if you don’t like the beer you made with it.
4. Warranty from Kegs Off Tap Australia does not apply to items taken abroad and used outside of Australia; any parts or services needed under warranty in such instances must have all shipping organised and funded by the claimant.
5. Modifications causing defect void warranty to the extent that the modification caused or potentially contributed to the defect, as determined by Kegs Off Tap. Modification to items will also limit the forms of remedy we will be able to provide at our discretion (i.e. we cannot offer complete replacement of items that have been modified or damaged altered by the user.
6. Warranty attaches to the items themselves only. Kegs Off Tap will not be liable for loss to ingredients and perishables that may result from a warranty-covered defect, such as a loss of a brew.
7. Warranty does not cover loss of compressed gas or fluid due to the user’s failure to check their system for leaks. Kegs Off Tap provides hardware that becomes the user’s responsibility to ensure has been installed appropriately for the application.
8. Warranty naturally does not cover defect, damage or failure due to fatigue or wear and tear. Unreasonably strenuous or extended usage in situations not conceived by Kegs Off Tap when offering the warranty may not be covered if in all the circumstances it would be considered unreasonable to the fair-minded person.

3.4 – Warranty Exclusions and Disclaimers

Items sought to be repaired/replaced under warranty must be returned to Kegs Off Tap in the same manner as they were originally delivered. Customer pickup orders must be dropped off in-person to our warehouse and we will not make arrangements instead to have it shipped.
If the item:

• turns out to not be faulty upon thorough testing by our technicians;
• tests as working fine; or
• the issue with the item turns out to be user error

we will naturally need to pass on the costs of freight originally incurred by us to the claimant. Additionally, all costs of return postage to re-deliver the products will need to be covered by the claimant.

3.0 – Pre-Ordering, Backordering & Deposits

As a blanket rule, we do not allow any form or pre-orders or back-orders for out of stock/not yet stocked products. This is simply not possible due to warehouse, capital, stock management system and stocking reasons.

There is a limited exception for special order items we have on the website (uncommon items and bulk amounts):

1. Some items require special ordering and/or a pre-payment to reserve stock.
2. Pre-payments made for the purpose of special ordering or holding are non-refundable and the depositor forfeits this payment in the event of a change of mind. The payment taken is to cover our costs should the purchaser unfairly cancel after effort has been made to manufacture/ship/warehouse/organise large/expensive items.
3. We are willing to hold items for a maximum of one month (30 days) from the date of either:
   1. the date the deposit was made to reserve an in-stock item; or
   2. the date specially ordered stock arrive at our Australian warehouse and is ready to despatch.

4.0 – Stock Levels, Pricing and Other Errors

4.1 – Incorrect Website Prices

In some instances, due to no conscious fault of Kegs Off Tap, some specific items or bundles on the website may display incorrect pricing or availability. In the event this is the case and a customer has in good-faith made a purchase of an affected item, the customer will be contacted as soon as possible by Kegs Off Tap to try and resolve the issue. In the event of genuine error or mistake, the discretionary right to refund the customer and cancel the purchase is reserved by Kegs Off Tap in the event we cannot amend the order to the satisfaction of both parties. However, Kegs Off Tap will make all efforts to resolve the issue amicably and will in most instances make an offer of compromise as a courtesy, though are not bound to and cannot maintain a business and allow items to be sold at below-cost prices.

Unfortunately, as a small business with a large constantly-updating range with limited means and expertise, these occurrences are unavoidable and we appreciate the customers understanding where there has been an innocent mistake.

4.2 – Incorrect Stock Availability

While Kegs Off Tap endeavour to maintain accurate stock levels and keep the website updated of same to the best of their abilities, stock anomalies are an unfortunate reality from time-to-time.

In the event that a customer has purchased an item(s) that has displayed as ‘in stock’ but is not in reality in stock, the customer will be contacted as soon as Kegs Off Tap become aware of the issue. Customers will be given the following options to choose from:

1. Refund on the relevant item and send the remainder of the order;
2. Cancel the whole order and refund in its entirety; or
3. hold the entire order until the item is back in stock (only if the restock date is within 14 days).

We cannot backorder the out of a stock item and send the rest in a separate consignment unless additional postage is paid by the customer.

4.3 – Incorrect Postage Quotations & Pricing

postage quotations through the Kegs Off Tap website and generated automatically. While we do our best to test them to their limits to ensure they produce accurate and repeatable quotations in each instance, there will be rare instances where postage estimations are plainly incorrect and do not reflect the true amount. This is because they are not human-generated when through the website.

Kegs Off Tap reserve the right to provide partial refunds in the event postage is less than quoted and/or charged and reserve the right to seek additional monies in the event postage is grossly underquoted and/or undercharged by the website. If no amicable solution can be agreed upon by both parties in such an event, Kegs Off Tap as a last resort reserve the right to cancel and refund the order.

Please note, any postage quotations through the website are calculated as being sent as cartons (individual boxes). Should the customer want larger orders palletised and/or sent through an alternative carrier more apt to dealing with pallets, they need to select the ‘request a shipping quote’ option.