FAQ

Frequently

Asked Questions

General Questions

Q1. What is Pure Haven Global Pty Ltd?

Pure Haven Global Pty Ltd is an Australian-owned trusted import and supply partner based in Victoria.
We specialise in A–Z food, grocery and foodservice products, supplying through bulk importers, distributors and wholesale partners to retailers, foodservice operators, manufacturers and institutions across Australia.

In addition, we support select heritage silk textiles including Silk Sarees, Silk Dhotis and Silk Shirts through approved trade partners.

Our brand stands for purity, authenticity, traceability and reliable supply.

  • Direct sourcing from verified producers
  • Strong importer- and distributor-aligned supply systems
  • Strict quality, hygiene and safety standards
  • Third-party tested batches (where applicable)
  • No adulteration or fillers
  • Consistent aroma, flavour and performance
  • Clear documentation and traceability
  • Australian business and service standards

We don’t just import products — we import trust and consistency.

Yes.

We support:

  • Importers & Distributors
  • Bulk Importers
  • Wholesalers
  • Retailers
  • Restaurants & Foodservice Operators
  • Cloud Kitchens
  • Online Sellers
  • Manufacturers
  • Catering & Event Companies
  • Households (via retail and online channels)

Yes. Every applicable batch is:

  • Verified for authenticity
  • Tested and documented as per product category
  • Packed in hygienic, food-safe facilities
  • Compliant with Australian food regulations (FSANZ)

Product & Quality Questions

Q5. Are all products organic?

We offer both organic and conventional premium options.

All products — organic or conventional — are 100% authentic, responsibly sourced and quality-checked.

When stored correctly:

  • 6–8 months for optimal aroma, flavour and colour (product-dependent)

Recommended storage:

  • Airtight containers
  • Cool, dry and dark environment
  • Away from heat and moisture

 

  • Airtight containers
  • Cool, dry, dark places
  • Away from heat and moisture

Yes.
For applicable products, we can provide pre-shipment compliance summaries that may include:

  • Product specifications
  • Country of origin details
  • Batch traceability references
  • Test reports or certificates (where applicable)
  • Food safety and regulatory declarations

These are shared to support retailer, distributor and institutional audits.

Warehouse visits or QA discussions can be arranged by appointment for approved B2B customers, subject to operational and safety requirements.

We also support:

  • Documentation-based QA review
  • Batch-level quality clarification
  • Pre-dispatch checks where applicable

Ordering & Wholesale Questions

Q9. What is your minimum order quantity (MOQ)?
  • Standard orders: 5 kg total
  • Bulk / wholesale orders: custom volumes from 5 kg up to 1000+ kg, depending on product and supply model

Yes. Pricing is structured based on:

  • Order volume
  • Product mix
  • Supply frequency

Distributor or wholesale model

Email info@purehavenglobal.com.au or use the Contact Form.

Please include:

  • Business type
  • Monthly or projected volume
  • Product list
  • Pack size requirements
  • Delivery location

Quotes are typically shared within 1–2 business days.

Yes. We support:

  • Private-label food & grocery supply
  • Custom pack sizes
  • Bulk foodservice and wholesale formats
  • Special commercial or seasonal requirements
  • Custom blends (subject to feasibility)

Volume pricing is structured based on:

  • Total order quantity
  • Product mix
  • Frequency of supply
  • Wholesale or distributor model

Discounts are discussed transparently during quotation and aligned to long-term supply partnerships, not one-off transactions.

Yes.
We support private-label and white-label programs for approved B2B partners, including:

  • Custom pack sizes
  • Branding and label coordination
  • Bulk-to-retail or bulk-to-foodservice formats
  • Documentation support

Private-label availability depends on product category and minimum volumes.

Yes.
For approved importers, distributors, wholesalers and high-volume B2B customers, we support long-term supply arrangements and recurring order programs.

These may include:

  • Locked or reviewed pricing structures
  • Forecast-based supply planning
  • Priority allocation during high-demand periods
  • Consistent product specifications and documentation
  • Dedicated account coordination

Long-term programs are designed to provide supply stability, cost predictability and operational confidence for growing businesses.

Delivery & Shipping Questions

Q16. Do you deliver across Australia?

Yes — for wholesale and bulk orders.

We deliver across:
NSW • VIC • QLD • WA • SA • TAS • ACT • NT

Delivery timelines vary by:

  • Order size
  • Location
  • Transport method

Estimated timeframes are confirmed at order placement.

Yes. A tracking reference is shared once the order is dispatched.

Our primary focus is Australia.
International supply may be considered on a case-by-case B2B basis.

Lead times depend on:

  • Product category
  • Order volume
  • Packaging format
  • Delivery location

Typical guidance:

  • Stocked items: shorter turnaround
  • Bulk or customised orders: scheduled lead time confirmed at order stage

Exact timelines are communicated before order confirmation.

Depending on the product and order type, documents may include:

  • Product specification sheets
  • Batch or lot references
  • Test reports or certificates (if applicable)
  • Packing lists and invoices
  • Regulatory or compliance declarations

Documentation is shared in advance or at dispatch, as agreed.

Returns, Replacements & Policies

Q22. What is your return or replacement policy?

We offer replacement-based resolutions within 30 days for:

  • Transit-damaged goods (reported within 48 hours with photos)
  • Verified quality issues (with supporting evidence)
  • Confirmed food safety concerns

We do not offer cash refunds.

  • Change of mind
  • Taste or preference-based claims
  • Partially used products
  • Claims without evidence
  • Claims raised after 30 days
  • Improper storage by the customer

Email info@purehavenglobal.com.au with:

  • Order number
  • Description of issue
  • Supporting photos or reports (if applicable)

Our team responds within 5 business days.

For B2B customers, we follow a structured issue-resolution process:

  • Issues must be reported within 48 hours of receipt
  • Evidence (photos, reports) must be provided
  • Validated issues are resolved via replacement or credit, not cash refunds
  • Food safety or compliance issues are handled with priority

Our goal is fair, fast and transparent resolution, protecting both parties.

Legal, Terms & Privacy Questions

Q26. How do you protect customer and business data?

We comply with:

  • Australian Privacy Principles (APP)
  • Secure data handling and storage
  • GDPR-aligned practices (where applicable)

Data is used only for order processing, compliance and service improvement.

  • Orders are confirmed before processing
  • Payment must be cleared unless approved terms apply
  • Product information is provided for general guidance
  • All content and branding remain the property of Pure Haven Global

Only when required for:

  • Logistics and delivery
  • Payment processing
  • Compliance and testing

We never sell customer or business data.

Miscellaneous Questions

Q29. Do you offer samples?

Samples may be provided for approved wholesale, distributor or trade accounts, subject to availability.

Yes.
We can source specialty food items or select textile products through our supplier network.
Please contact us with your requirement.

Textile Imports

Q1. Are your sarees 100% pure silk?

Yes. All our silk sarees are sourced directly from certified Kanchipuram weavers and produced using pure mulberry silk with traditional weaving techniques. No synthetic blends or imitations.

Yes. Silk Mark certification is available for eligible sarees upon request, along with invoice-based authenticity documentation.

Yes. We support single-piece retail purchases as well as bulk wholesale orders for boutiques, distributors, online sellers, and cultural organisations.

Wholesale pricing starts from 5 pieces per design/style.
Special pricing is available for 10+, 25+, and bulk retail orders

Yes. We specialise in bridal and wedding collections, including family colour coordination for brides, grooms, and close relatives.

Yes. Our dhotis are woven using pure mulberry silk, available with silver or gold zari borders, suitable for weddings, temple ceremonies, and cultural functions.

Yes. We supply premium pure silk shirts designed for weddings, festive wear, and traditional occasions, available in classic and pastel shades.

Yes. Custom orders are supported for selected designs, colours, and zari styles, subject to quantity, weaving timelines, and artisan availability.

Absolutely. Our silk textiles are ideal for boutiques, online stores, Instagram sellers, and marketplace sellers, with resale-friendly pricing and documentation.

Yes. We offer private-label support including custom tags, branded covers, premium sleeves, and export-ready packaging for wholesale partners.

Please contact us via the Contact Us page and select Textile Division Enquiry.
Our team will share catalogues, pricing, and order options.

Yes. We deliver Australia-wide with secure packaging and shipment tracking for both retail and wholesale orders.

We accept:

  • Bank Transfer
  • Online Payments
  • Wholesale Invoicing (approved B2B partners only)

Returns are handled strictly for verified quality issues only, with replacement support as per our Legal & Quality Policy. Change-of-mind returns are not accepted.

Pure silk should be stored in a cool, dry place, wrapped in breathable cotton or muslin cloth. Avoid plastic covers for long-term storage, direct sunlight, moisture, and strong perfumes. For best longevity, periodic airing is recommended, especially for zari-rich silk products.