Satara Australia Pty Ltd (ABN 71 634 390 097) ("Satara", "we", "us" or "our") respects your privacy. This Privacy Policy explains how we collect, hold, use and disclose personal information, including when you shop with us, join our Trade Program, visit a showroom or subscribe to our email or SMS marketing.
We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and we comply with the Spam Act 2003 (Cth) when we send electronic marketing.
What is personal information?
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable. This includes information such as your name, email address, mobile number and delivery address.
The personal information we collect
The information we collect depends on how you deal with us, and may include:
- Customers: your name, email address, phone and mobile number, billing and delivery addresses, order and purchase history, and product preferences.
- Trade Program members and applicants: your name, job title, business name, ABN, business contact details, and project information you share with us.
- Showroom visitors: contact details you provide to our team. Where our showrooms use CCTV for security purposes, we may also capture images.
- Competition and event participants: the details requested on the relevant entry or registration form.
- Job applicants: your contact details, resume, cover letter, work history and referee details.
- Website visitors: technical and usage information such as your IP address, device and browser type, pages viewed and how you arrived at our website (see "Cookies, analytics and advertising" below).
- Everyone: records of your communications with us, including enquiries, warranty and after-sales requests, and customer surveys.
Card payments are processed by our third-party payment providers and are handled in accordance with their security standards.
You can deal with us anonymously or using a pseudonym where it is practical, such as when making a general enquiry. However, we will need your details to process an order, deliver products or open a trade account.
How we collect personal information
We collect personal information directly from you where reasonably possible. This includes when you:
- place an order or create an account on our website;
- apply for or use our Trade Program;
- visit or contact one of our showrooms, or contact us by phone or email;
- subscribe to our email or SMS marketing;
- enter a competition, attend an event or complete a survey; or
- apply for a role with us.
We also collect information automatically when you use our website, through cookies and similar technologies.
How we use personal information
We use personal information to:
- process, deliver and support your orders, including returns, warranty claims and after-sales care;
- assess and manage Trade Program accounts;
- respond to your enquiries and provide customer service;
- send you marketing communications you have agreed to receive;
- run competitions and events;
- assess job applications;
- analyse and improve our website, products, services and advertising;
- maintain the security of our website, systems and showrooms; and
- meet our legal and regulatory obligations.
Direct marketing
With your consent, or where otherwise permitted by law, we may send you information about new collections, product launches, sales, promotions, events, showroom updates and other Satara news by email, SMS, phone or post.
Every marketing email and SMS we send includes a way to unsubscribe. You can also opt out at any time by contacting us using the details below. We will process unsubscribe requests within five working days.
Unsubscribing from one channel, such as SMS, does not automatically unsubscribe you from other channels, such as email. You can manage these separately. We may still send you service messages about your orders, deliveries or account.
SMS marketing
When you provide your mobile number and opt in to receive SMS marketing from Satara, you consent to receiving marketing and promotional text messages from us at that number. Consent is voluntary and is not a condition of purchasing any product or service from Satara.
How we collect and use your mobile number
We may collect your mobile number for SMS marketing when you:
- subscribe through a form on our website;
- register for promotions, competitions or events where SMS consent is clearly requested;
- provide your details in one of our showrooms and expressly agree to receive SMS marketing; or
- otherwise specifically opt in to SMS communications from Satara.
We use your mobile number to send you the communications you have agreed to receive and to manage your SMS subscription preferences. We use a third-party marketing platform to manage and deliver our SMS communications. That platform processes your mobile number on our behalf only for this purpose. We do not sell your mobile number to anyone.
Opting out
You can unsubscribe from SMS marketing at any time by replying STOP to any of our messages, by following the unsubscribe instructions in the message, or by contacting us. We will process your request within five working days.
SMS terms
- Frequency: the number of messages varies depending on promotions, launches and other Satara activity.
- Charges: Satara does not charge you to receive SMS marketing. However, standard message or data charges from your mobile provider may apply.
- Your number: please provide a valid mobile number that you are authorised to use. If your number changes or is reassigned, please update your details or unsubscribe the old number.
- Delivery: SMS delivery depends on mobile networks and telecommunications providers. We cannot guarantee that every message will be delivered or received at a particular time.
- Changes: we may update our SMS marketing program or these terms from time to time. Updated terms will be published on this page.
Cookies, analytics and advertising
Our website uses cookies, pixels and similar technologies. A cookie is a small file stored on your device that helps a website recognise your browser and remember information about your visit.
We use these technologies to:
- make our website work, such as keeping items in your cart and keeping you signed in;
- understand how visitors use our website so we can improve it;
- measure the performance of our marketing emails and advertising; and
- show you relevant Satara advertising on other websites, search engines and social media platforms.
Some of these cookies are set by third-party analytics, advertising and social media platforms. Those platforms may collect information about your browsing activity on our website and other websites, and use it under their own privacy policies.
We do not provide customer lists or contact details to advertising platforms.
You can manage or disable cookies through your browser settings, and manage your advertising preferences in the settings of the relevant platforms. Disabling cookies may affect how parts of our website work.
Who we disclose personal information to
We may disclose personal information to:
- delivery and freight carriers, so they can deliver your order;
- payment and buy-now-pay-later providers, so they can process payments;
- service providers who help us run our business, including website, ecommerce, IT, data storage, customer relationship management, email and SMS marketing, analytics and advertising providers;
- our stockists and showroom agency partners, where needed to respond to your enquiry or order;
- our professional advisers, such as accountants, auditors and lawyers; and
- government bodies, regulators and law enforcement, where required or authorised by law.
We require our service providers to use personal information only for the services they provide to us. We do not sell, rent or trade your personal information.
Overseas disclosure
We do not send customer or trade information to our overseas suppliers or manufacturers.
Some of the technology platforms we use to operate our website, marketing, analytics and advertising may store or process information on servers located outside Australia, including in the United States. Where this occurs, we take reasonable steps to ensure those providers handle personal information in a way that is consistent with the Australian Privacy Principles.
Security and retention
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure. These steps include physical, electronic and managerial safeguards.
We keep personal information only for as long as we need it for the purposes described in this policy or as required by law. After that, we take reasonable steps to destroy it or de-identify it.
Accessing and correcting your information
You can ask to access the personal information we hold about you, or ask us to correct information that is inaccurate, out of date, incomplete or misleading. Please contact us using the details below.
We will respond within a reasonable time, usually within 30 days. In limited circumstances permitted by law, we may decline an access request. If we do, we will tell you why.
Complaints
If you have a concern about how we have handled your personal information, please contact us in writing using the details below. We will acknowledge your complaint, investigate it and respond within 30 days.
Links to other websites
Our website may contain links to other websites. We are not responsible for the privacy practices of those websites, and we encourage you to read their privacy policies.
Changes to this policy
We may update this Privacy Policy from time to time. The current version will always be available on this page, with the date it was last updated.
Contact us
For privacy enquiries, access or correction requests, SMS or email unsubscribe requests, or complaints, please contact:
Satara Australia Pty Ltd
Attention: Privacy
Email: service@satara.com.au
Phone: (03) 9587 4469
Post: 13 Cochranes Road, Moorabbin VIC 3189
