ELNA AUSTRALASIA POLICY
Elna Australasia (“we”, “us” or “our”) recognises the importance of privacy and is committed to protecting the privacy of individuals when handling their personal information. We handle personal information about individuals for purposes relating to our business functions and activities involving the sale of sewing machines, overlockers and related products.
2. Why we collect, hold, use and disclose personal information
We collect, hold, use and disclose personal information for purposes relating to our business functions and activities. For example, we may collect, hold, use or disclose your personal information for one or more of the following purposes:
- providing you with our products
- managing our customer relationship with you
- providing you with information about our products
- evaluating or improving our products
- marketing or promoting our products
- carrying out our business functions and activities
- complying with our legal or regulatory obligations
3. What kinds of personal information we collect
The kinds of personal information about you that we may collect and hold include:
- your personal details including name and contact details
- your product information including transaction and warranty details
- your payment information including credit card or debit card details which we destroy after processing your payment
If you do not provide us with the personal information which we request then we may not be able to provide you with our products.
4. What kinds of website visitor information we collect using Google Analytics
If you do not wish us to use Google Analytics to collect information about your visits to our Website then you may install the Google Analytics Opt-out Browser Add-on (available at tools.google.com/dlpage/gaoptout) or set your browser to disable cookies but some parts of our Website may not function properly if cookies are disabled. Further information about how Google collects and uses information generated by cookies when you visit our Website is available from Google’s website page “How Google uses data when you use our partners’ sites or apps” (available at www.google.com/policies/privacy/partners/).
5. How we collect personal information
We collect personal information directly from you when you communicate with us through our Website or by email, telephone, facsimile or other means. For example, we may collect your personal information directly from you when:
- you purchase our products
- you request us to provide you with assistance or support for our products
- you request us to provide you with information about our products
- you complete a survey or provide feedback in respect of our products
- you subscribe to receive information about our products
- you enter our competitions or promotions
We may also collect your personal information from a third party or publicly available source for the purpose of carrying out our business functions and activities. For example, we may collect your personal information from:
- your authorised representatives in connection with providing you with our products
- our service providers that assist us to carry out our business functions and activities including warranty support providers and credit report providers
6. When you will have the option of not identifying yourself
We will give you the option of not identifying yourself or using a pseudonym when dealing with us in relation to a particular matter except where it is impracticable or unlawful for us to do so. For example, you may not need to identify yourself when you request that we provide you with general information about our products.
7. How we use Google AdWords’ remarketing service
8. How we use the NAB Transact payment processing service
9. How we disclose personal information
We disclose personal information to third parties for the purpose of carrying out our business functions and activities. For example, we may disclose your personal information to:
- your authorised representatives in connection with providing you with our products
- our service providers that assist us to carry out our business functions and activities including information technology providers, printing and mailing providers, sales and marketing providers, advertising providers, credit report providers, payment gateway provider, and billing and debt recovery providers
- our professional advisers including accountants, auditors and lawyers
- our related companies, agents, partners, affiliates and other trusted entities that assist us to carry out our business functions and activities
- government departments and agencies in connection with carrying out our business functions and activities
The third parties to which we may disclose your personal information may be located in Australia or other countries including the United States.
We will not disclose your personal information to any third parties for any other purpose without your consent except where required or authorised by law. For example, we will not sell, trade or rent your personal information to any third parties for marketing purposes without your consent.
10. How we use personal information for direct marketing
We may use your personal information to provide you with news or other information about our products that may be of interest to you. In each such communication we will describe how you may at any time request not to receive any further such communications from us. We will give effect to your request not to receive any further such communications from us as soon as practicable.
11. How we hold and protect personal information
We hold personal information that we collect in both physical and electronic storage facilities including paper-based files, computer servers, desktop and laptop computers, tablets, mobile phones and other portable data storage devices.
We protect personal information which we hold from misuse, interference and loss, and from unauthorised access, modification or disclosure using both physical and electronic security measures which includesecure premises, physical access restrictions, locked cabinets, secure databases, password access, anti-virus software, data encryption and firewalls.
If we hold any personal information that we no longer need for any purpose for which we may use or disclose the information then we will take reasonable steps to destroy or de-identify the information unless we are required by law to retain the information.
12. How to access and correct your personal information
You may request access to, and correction of, any of your personal information which we hold. You should promptly notify us if you become aware that any of your personal information which we hold is inaccurate or out-of-date.
If you wish to access, correct or update any of your personal information which we hold, please contact our Privacy Officer using the contact details below. You will be required to verify your identity before you will be permitted to access, correct or update any of your personal information which we hold. We may charge a fee for giving you access to your personal information.
13. How to make an enquiry or complaint
If you have an enquiry or complaint about our handling of your personal information, please contact our Privacy Officer using the contact details below. A complaint about our handling of your personal information should first be made in writing to our Privacy Officer setting out details of your complaint. Our Privacy Officer is responsible for dealing with all enquiries and complaints about our handling of personal information and will respond on our behalf within a reasonable time after receiving an enquiry or complaint.
15. How to contact us
You may contact our Privacy Officer using the contact details below:
Privacy Officer: Elna Australasia
Phone: 03 8586 3100
Address: P. O. Box 1383, Moorabbin, Victoria 3189
1. About this Website
2. Use of Material
The information, documents, logos, graphics, images, pictures, videos and other material (“Material”) which is available on this Website is general in nature and made available for information purposes only unless otherwise expressly stated on this Website. Although we seek to ensure that the Material which is available on this Website is accurate, complete and up-to-date, we do not give any representation or warranty that the Material is accurate, complete or up-to-date, or any other representation or warranty in respect of the Material. You use the Material which is available on this Website at your own risk.
3. Prohibited use of Material
4. Eligibility to place orders
You may only place an order to purchase a Product using this Website if: (i) you are at least eighteen (18) years of age; and (ii) you are able to provide us with an address in Australia for the delivery of the Product.
5. Product information
You acknowledge and agree that any description, images, pictures, videos or other information about a Product (“Product Information”) which is available on this Website is for illustrative purposes only and that the actual size and colour of the Product may differ. We reserve the right to correct at any time any error or omission in any Product Information which is available on this Website.
6. Product prices
All prices for Products specified on this Website are quoted in Australian dollars and include goods and services tax unless otherwise expressly stated on this Website. We may at any time vary the price of a Product specified on this Website without notice to you.
7. Before placing orders
You are responsible for ensuring that a Product is suitable for your purposes and meets your requirements before you place an order to purchase the Product. You may contact us to confirm that any Product Information about a Product which is available on this Website is accurate, complete and up-to-date before placing an order to purchase the Product.
8. Placing orders
When you place an order to purchase a Product you will be deemed to make us an offer to purchase the Product at the price (including delivery and any other charges or taxes) specified on this Website at the time that you place your order. You must pay the price specified on this Website for a Product at the time that you that place your order to purchase the Product.
9. Acceptance, rejection and cancellation of orders
We reserve the right to accept, reject or cancel at any time any order which you place to purchase a Product for any reason including, without limitation: (i) any error in your order for the Product; (ii) the permanent or temporary unavailability of the Product; (iii) any error in the price of the Product specified on this Website; or (iv) any error in any Product Information about the Product appearing on this Website. We will not be liable to you for any loss or damage which you may suffer as a result of us rejecting or cancelling any order which you place to purchase a Product.
10. Order information
We will endeavour to deliver a Product which you purchase to the delivery address specified in your order in accordance with any estimated delivery time specified on this Website. You acknowledge and agree that we will not be liable to you for any loss or damage which you suffer as a result of any delay in us delivering any Product which you have purchased in accordance with any such estimated delivery time.
12. Title and risk
You acknowledge and agree that title and risk in a Product will pass to you upon us delivering the Product to a postal or courier service for delivery to the delivery address specified in your order for the Product.
You may only return a Product which you have purchased in accordance with our Returns Policy .
14. Intellectual property rights ownership
All intellectual property rights (including copyright and trade mark rights) and other rights in this Website and Material which is available on this Website are owned or licensed by us. If you download or print any of the Material then you must ensure that the Material is appropriately attributed to us unless otherwise expressly stated on this Website.
15. Intellectual property rights licence
You grant to us an irrevocable, perpetual, royalty-free, world-wide, sub-licensable, transferable, non-exclusive licence to use for our purposes any suggestions, ideas, enhancement requests, feedback or recommendations which you provide to us in relation to this Website or any Material available on this Website.
16. Links to external websites
We make no warranties or representations of any kind whatsoever as to any information, documents, logos, graphics, images, photographs, videos or other material which is available on any external website linked to from this Website. You use any external website linked to from this Website at your own risk.
17. Links to this Website
You may link to this Website provided that the link accurately indicates that it is to this Website and we have not requested you to remove the link where we have determined in our sole discretion that it is misleading or otherwise inappropriate. If you do not immediately comply with a request by us to remove a link to this Website then you must indemnify us against any and all costs, charges or expenses (including, without limitation, legal costs on a full indemnity basis) which we incur in having any such link removed.
You use this Website at your own risk on an “as is” and “as available” basis. We may update this Website at any time which may affect your ability to continue to use this Website. We do not give any warranty or representation in respect of this Website including, without limitation, any warranty or representation that: (i) this Website will be available at any time; (ii) this Website will be free from viruses or other harmful code; or (iii) your use of this Website will be error-free or uninterrupted. You acknowledge and agree that you provide us with information over the Internet at your own risk as the security of such information cannot be guaranteed.
19. Implied terms
24. Entire agreement and amendments
25. Waiver and severability
26. Governing law and jurisdiction
ELNA AUSTRALIA COMPLAINTS HANDLING PROCEDURE
An effective complaints handling system is essential to our business. Elna is committed to the fair and efficient handling of complaints and product return processes. Elna undertakes to identify, record, analyse, respond, resolve or finalise and provide a written response to all complaints made to Elna regarding our company, its products, services, processes, agents and staff. Specifically this includes any complaints made or concerns raised relating to Trade Practices Act compliance.
How to lodge a complaint
- All complaints must be sent in writing addressed to “The Manager” and sent to elna Australasia either by:
- Email: firstname.lastname@example.org
- Fax: (03) 8686 3112 or
- Post: P.O. Box 1383, Moorabbin Victoria, 3189
- This is requested so that we can determine the complaint direction and how best to respond correctly in a timely manner.
- In your correspondence, please include the date, your full name, your full address, the exact nature of the complaint in detail and the model of the machine (if applicable).
- Once the complaint has been received by Elna, it is then directed to the appropriate person or department.
- It is then the responsibility of that person to respond to the complainant within 2 business days of receiving the complaint.
- Once contact has been made the customer’s concerns can then be addressed in the most appropriate manner.
At Elna, we care deeply about feedback from our customers and try our best to bring you a solution when any concern is raised. As always, your satisfaction is essential to us, and we will continue to ensure that our products are of the highest possible quality.
PLEASE READ THIS RETURNS POLICY CAREFULLY. BY PLACING AN ORDER TO PURCHASE A PRODUCT USING THIS WEBSITE YOU ACCEPT AND AGREE TO BE BOUND BY THIS RETURNS POLICY.
1. About this Returns Policy
This returns policy (“Returns Policy”) applies to any sewing machine, overlocker, press or other product (“Product”) which you purchase from Elna Australasia (“we”, “us” or “our”) using this website elna.com.au (“Website”).
2. Product returns
If you wish to return a Product which you believe is not of an acceptable quality, does not correspond with its description or meet any express warranty, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, then please contact our Returns Officer using the contact details below. You may not return a Product to us: (i) if it has been damaged through no fault of ours after delivery of the Product to you; or (ii) after expiry of the period within which it would be reasonable to expect the failure to become apparent to you.
3. Returns procedure
When you notify our Returns Officer that you are returning a Product then the Product becomes our property and you must immediately return the Product to us at the address below at your cost. When you return a Product to us you must explain why you are returning the Product and provide us with proof that you have purchased the Product from us. Where possible a Product should be returned in its original, unmarked packaging together with any accessories, instructions, manuals, documentation or other material that was supplied with the Product. Failure to supply the above may result in your claim being rejected.
4. Australian Consumer Law
After you return a Product to us then we will inspect the Product to determine whether it has failed to meet a consumer guarantee under the Australian Consumer Law. If we determine that the Product has failed to meet such a consumer guarantee then we will replace or repair the Product, refund to you the purchase price paid for the Product or take any other action to remedy the failure which is required by the Australian Consumer Law.
5. Returns Officer
You may contact our Returns Officer using the contact details below:
Returns Officer Elna Australasia
Phone: 03 8586 3100
Address: P. O. Box 1383, Moorabbin, Victoria 3189
This Returns Policy is effective as of 1/8/2014