Terms and Conditions Creative Botanical Ingredients

Ordering Guidelines

Orders can be placed through our website, by email or post. In order to avoid communication errors we strongly recommend that orders be placed in writing via our website, email. We guarantee the accuracy of written orders, however, we accept no responsibility for errors as a result of verbal miscommunication.

We pride ourselves on the speed of our service. Orders are processed the same day they are received. We cannot guarantee dispatch times in situations affected by circumstances beyond our control. Once the order has been processed, any changes will be treated as a new order.

International orders will need to be confirmed before the order is processed, payment is charged, and dispatch is made. The order will be held until the customer advises the final confirmation.

Due to the volatile nature of our raw material, price commitment is made on the placement of order only. We endeavour to ensure accurate pricing on both our catalogue & website. We will do our best to notify our customers of discrepancies due to changes in prices.

Whilst we do not impose minimum order quantities, ordering items in bulk can result in substantial savings.

If any item is short delivered and has been charged for, Creative Botanical Ingredients will be more than happy to cover the cost of freight in resending the goods as soon as possible. Please note items are not backordered and need to be re-ordered at the time they become available.

We offer Pick Up by appointment only.

Payment Method

All orders must be paid for prior to shipping.

We accept online payment. If you choose to pay via Direct Deposit you will be required to fax or email your official Direct Deposit receipt so that your order can be dispatched promptly. Orders can be delayed if confirmation is not presented, as we will have to wait for funds to be cleared.

Our account details for direct deposit:
Company name: General Industry Pty Ltd trading as Creative Botanical Ingredients
Company ABN Number: 84 151 629 702
Bank BIC / Swift Code: CTBAAU2S
Bank Name: Commonwealth Bank
Bank Address: 294 Bong Bong Street, Bowral NSW 2576 Australia
Bank Branch BSB: 062511
Bank Account Number: 10246956

Pricing and Taxes

All prices are quoted in Australian Dollars. Prices quoted in our website include GST.

GST is applied to all orders within Australia on taxable items including freight. We cannot waive GST unless required documentation is supplied for Australian orders.

International orders do not incur GST, however, there may be import duties and taxes applicable to the destination of shipment that NDA cannot be responsible for. If you have questions about these taxes please contact your local customs office.

All prices are quoted ex-works and do not include shipping & transportation costs. A Creative Botanical Ingredients representative will get in contact with you shortly after placing your order to advise the freight charges that apply to your order. Freight charges vary depending on the 3rd party courier and the volume and weight of your order. If you do not need confirmation please type “DON’T NEED CONFIRMATION” in the comments field provided below.


Orders cancelled after 24 hours of the time of order placement will incur a 20% restocking fee.

Orders left on “Wait” status or unconfirmed beyond 7 days will be automatically deleted from our system save and except International Orders which will remain in the system for 14 days.

Pick Up orders must be collected by appointment within 7 days or they will be returned to warehouse inventory.

Creative Botanical Ingredients has accounts with several major courier companies. We will arrange freight through these accounts for you unless you require shipping through your own courier. If you wish to use your own courier we cannot be held responsible for loss or damage once goods leave our warehouse. Please advise your national / international account number contact details of your courier in the “Special Instructions / Comments” sections with your order.

Freight calculation is based on weight, volume and destination. We are happy to provide freight quotes before processing payment if requested at the time the order is placed.

Creative Botanical Ingredients does not charge handling or packing fees unless special legal or specification documents are requested.

All orders must be checked & lodged within 7 days of receipt & any claims, errors, or discrepancies must be reported immediately.

International shipping may require legal documents for export purposes. Please check with your local shipping agent or customs agent. Goods being held, stored, or penalties incurred in processing International orders will be passed on to the buyer/importer before the order is dispatched.

Please note in circumstances where the selected courier service is unavailable or experiencing delivery delays, Creative Botanical Ingredients may find it necessary to use an alternative courier or method of delivery to ship your order.
Returns, Refunds and Replacements

Any discrepancies must be reported within 7 days of receiving your order. Any discrepancies with your order will be logged in our system for quick reference so that we can better manage your account. No returns or exchange will be allowed after 7 days from receipt of your order.

Any problems reported after 7 days which are not the fault of Creative Botanical Ingredients will incur a 20% re-stocking fee. If a return or refund is necessary, this must fall within 2 months of the invoice date. Returns will not be accepted beyond 2 months.

It may be necessary for clients to return goods by Australia Post, in which case, reimbursement of return freight costs will be included in refund/credit (only if the error is on Creative Botanical Ingredients behalf). International returns can also be accepted for being faulty, damaged, or exchanged. Please ensure full tracking details (airway bill or tracking number) are provided in order to monitor the speed of the parcel being sent back.

If an error has been made by Creative Botanical Ingredients with regards to a written order, either invoicing or packing, we will gladly pay for return shipment. If customer requires urgent re-dispatch, it will be necessary to pay for goods at the time the re-order is lodged, which will then be credited/refunded when we receive the returned goods.

Errors made by clients when placing their order can be returned if reported within 7 days and products are unopened. This will incur the 20% restocking fee. This includes change of mind returns also. Goods must arrive in re-saleable condition. Return freight will be at customer’s expense. 20% Restocking Fee covers costs of time and labour involved with returning goods to the warehouse.

Goods must be re-packed carefully for return and the package must include a letter identifying your invoice number, name, contact information as well as why the goods are being returned. Whether you require a credit or a replacement, it is extremely important to provide as much detail as possible about what you are returning so that the return can be processed accurately & promptly.

All goods/products must be unused when returned to Creative Botanical Ingredients in order to qualify for a credit or refund.

We do not accept cancellations and returns for change of mind on indent items.

Product Liability

The stability & nature of our products may be altered depending on storage conditions, or when used in combination with other ingredients. This is beyond our control & we strongly recommend lab tests prior to commercial runs. Creative Botanical Ingredients cannot accept any liability in this regard.

General Disclaimer

Prior to use: Customers should always refer to the Material Safety Data Sheet / Specification Sheet OR the ingredients label as affixed to each product which are current at the time of supply of the product.
The information provided is for educational purposes only. Individuals receiving this information must exercise their independent judgment in determining its appropriateness for a particular purpose or use.
As the ordinary or otherwise use(s) of products is outside the control of Creative Botanical Ingredients, no representation or warranty, expressed or implied, is made as to the effect(s) of such use(s), (including damage or injury), or the results obtained. Creative Botanical Ingredients expressly disclaims responsibility as to the ordinary or otherwise use(s). Furthermore, nothing contained herein should be considered as a recommendation by Creative Botanical Ingredients as to the fitness for any use. The liability of Creative Botanical Ingredients is limited to the value of the goods and does not include any consequential losses.

Creative Botanical Ingredients shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Creative Botanical Ingredients shall not be responsible for any damages resulting from use of or reliance upon this information.

The user of the product is solely responsible for compliance with all laws and regulations applying to the use of the products, including intellectual property rights of third parties.

The products contained in this website are represented in as true a manner, as photographic processes and printing will allow. The images contained in this website are for illustrative purposes only. If you have any questions with regard to how products are packaged or labelled, please contact Creative Botanical Ingredients.

As the availability of ingredients and raw materials is not always certain whether due to changes in nature or otherwise, Creative Botanical Ingredients reserves the right to substitute alternate ingredients/raw materials in the manufacture of its products and bases in order to maintain supply to its customers.

Creative Botanical Ingredients is a wholesaler of Flavours, Fragrances and Ingredients. If you intend to re-label our products under your own name/ brand for the purpose of on-selling or retailing, we strongly recommend that you keep up to date with constant changing labelling laws. Please visit www.accc.gov.au or www.nicnas.gov.au or www.foodstandards.gov.au. Creative Botanical Ingredients cannot be held responsible for consequential loss/ product recall due to incorrect labelling.

Note: Individuals receiving any information contained in this website must exercise their independent judgment in determining its appropriateness for a particular purpose or use. As with any manufacturing process, Creative Botanical Ingredients encourages small, lab-scale manufacturing for evaluation purposes prior to full commercial manufacturing.

All custom products must be approved prior to production

All customers must approve custom products and ensure that they either carry out the trials required or assume the risks outlined above if the trials and tests are omitted. Custom products may not be returned.

Manufactured Products Ingredient Disclaimer

As the availability of ingredients and raw materials is not always certain whether due to changes in nature or otherwise, New Directions Australia Pty Ltd reserves the right to substitute alternate ingredients/raw materials in the manufacture of its products and bases in order to maintain supply to its customers.

Customers should always refer to the ingredients label as affixed to each product or to specification sheets which are current at the time of supply of the product.

Privacy Policy

Creative Botanical Ingredients is committed to complying with its legal obligations under the National Privacy Act. If you require further information regarding the guidelines, please visit https://www.oaic.gov.au/

Collection of Personal Information

So that we may to provide better service to our valued customers, we may request personal details such as your name, address, e-mail address, telephone number and so on. Please note that in some circumstances in relation to particular ingredients and raw materials the collection of that information is required by law.

Use of Personal Information

The personal information that we collect is generally used for record keeping purposes and so that we may properly serve, promote and market our products to you. We do not use your personal information for any purpose other than for the purpose for which it was collected. If you do not wish us to contact you in relation to such services, please contact us.

We do not provide or sell your personal information to third parties.

Storage and Security of Personal Information

Creative Botanical Ingredients is committed to ensuring all collected personal information is protected from unauthorised access, disclosure misuse or modification.Your personal information is protected and stored in a secure electronic database. We undertake to remove your personal information when it is no longer required for the purpose for which it was collected.

Access to Personal Information

Upon proof and verification of identity, (for the protection of the confidentiality of the personal information of yourself and others) we will allow you with access to any personal information you have provided us with if you feel the information is inaccurate, incomplete or outdated.

Amendments to our Privacy Policy

We may amend our Privacy Policy from time to time in order to remain compliant with all of our legal obligations.

Social Media

When you use our social media pages, you are using an external site and are therefore bound by the privacy principles of that site.

We encourage you to review the privacy policies of that site for further information. Creative Botanical Ingredients does not endorse, and is not accountable for any views expressed by third parties using that site.

No attempt will be made to further identify social media subscribers except where requested and authorised by law.

Please note that in sharing our content through social media Creative Botanical Ingredients also uses interfaces with social media sites such as Facebook, LinkedIn, Twitter, Google Plus, Instagram, Pinterest and others.

If you choose to “like” or “share” or “recommend” information from this website through these services, you should review the privacy policy of that service. If you’re a member of a social media site, the interfaces may allow the social media site to connect your visits to this site with other personal information.

If you have any questions in relation to our Privacy Policy, we invite you to contact us.