Policies

Introduction

Australian Char regards customer privacy as an important part of our relationship with our customers. The following privacy policy applies to all Australian Char users, and conforms to Internet privacy standards.

If you have questions or concerns regarding this statement, you should first contact Australian Char on 1800 333 283.

Collection of Information

In order to use the Australian Char website, we may require information from you in order to provide the best service possible.

All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including Email.

Any information collected by Australian Char is collected via correspondence from you or your company. This may be via the telephone, Email, mail, fax or directly through our website.

Use of Collection Information

Any details collected from Australian Char customers are required in order to provide you with our products and/or services, and a high level of customer service.

Correspondence is recorded in order to provide service references, and to assist in our staff development.

Storage of Collected Information

The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.

We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.

If you have any questions about security on our Website, you can email us at [email protected]

Access to Collected Information

If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at [email protected]

Orders

If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, Email, and postal address) and financial information (such as credit card number, expiration date).

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

Communications

Australian Char uses personally identifiable information for essential communications, such as Emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional Emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at [email protected]

You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.

Third Parties

Australian Char may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service.

These third parties are prohibited from using your personally identifiable information for any other purpose.

Australian Char does not share any information with third parties for any unknown or unrelated uses.

Legal

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.

Links

Links on the Australian Char site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.heatbeads.com.au.

Changes to Privacy Policy

If we decide to change our privacy policy, we will post those changes to this privacy statement, the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this privacy statement at any time, so please review it frequently. If we make material changes to this policy, we will notify you here, by Email, or by means of a notice on our homepage.

Delivery Policy

After ordering online, you will receive an email confirmation from us containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering. We will send your goods via courier within 2 working days; however if goods are unavailable delivery will take a little longer.

If you wish to query a delivery please contact us at [email protected]

Warranty, Refund & Returns Policy

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Where a failure does not amount to a major failure, we are entitled to choose between providing you with a repair, replacement, or refund.

Australian Char Pty Ltd (ABN 26 006 398 072) (“we”, “us” or “our”), provides the following warranty in relation to its CampMaid range (“Product”).

Subject to the following conditions, we warrant that the Product will be free from manufacturing defects for a period of one (1) year from the date of purchase (“Our Warranty”).

If a defect covered by Our Warranty occurs, at our option, the Product or defective part of the Product will be repaired or replaced free of charge for parts and labour or a refund or credit of the purchase price will be provided. All costs of installation, removal, cartage, freight, travelling expenses and insurance are to be paid by the claimant.

Our Warranty is not transferable to a subsequent purchaser if the Product is sold by the original purchaser during the warranty period.

We reserve the right to replace defective parts of the Product with parts and components of similar quality, grade and composition where an identical part or component is not available.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Our Warranty only covers defects which we are satisfied were caused by defective workmanship or materials and does not cover defects caused by or substantially contributed to by other factors, or circumstances beyond our control, including (but not limited to):

  • (a) defective installation, maintenance or repair;
  • (b) alterations or modifications of the Product that were not authorised by us;
  • (c) use of the Product in a manner other than for which it was intended or designed;
  • (d) neglect, abuse, misuse or excessive use;
  • (e) use with other products or components that are not intended to be used with the Product; or
  • (f) abnormal conditions including environment, temperature, water, humidity, pressure, stress or similar.

Our Warranty will only apply where the Product has been used for single family domestic household use. Our Warranty does not extend to fair wear and tear.

Our Warranty operates in addition to (and does not exclude, restrict or modify) any rights or remedies to which you may already be entitled to under the Australian Consumer Law or any consumer guarantees relating to this product.

If a fault covered by Our Warranty appears, the claimant should contact us using the contact details below. Our Customer Service Representative will then issue a Return Authorisation Number (RA#) and a return address to the claimant. The claimant must feature the RA# prominently on the outer packaging when returning the Product. The claimant must not write the number on the Product’s packaging itself. The RA# is valid for 14 days. The claimant must return the Product and proof of purchase within this time. Once the Product is received by us, we will inspect and test it. If such inspection and testing finds no defect in the Product, the claimant must pay our cost of service work, evaluation, and testing.

We make no express warranties or representations other than as set out in Our Warranty.

The repair or replacement of the Product or part of the Product, a refund of the purchase price, or credit of the purchase price is the absolute limit of our liability under this express warranty.

For safety and use instructions, please refer to our Instructions of Use document enclosed with the Product.

All Warranty and Spare Parts enquiries:

Australian Char
3 Cojo Place
Dandenong South VIC 3175
Phone: (03) 9706 6176
Email: [email protected]

If for any reason you are not completely satisfied with your purchase we will give you a 30 day money-back guarantee from the time you receive the goods. Please email us at [email protected] within that time if you are not satisfied with your purchase so that we can resolve any problems.

This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer. We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit; therefore advise you take out shipment registration of insurance with your postal carrier. Australian Char will not be responsible for parcels lost or damaged in transit if you choose not to insure.