Privacy Policy

Sultanella Kataifi respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit or purchase from:

www.sultanellakataifi.com.au

This Privacy Policy applies to customers and website visitors in Australia and New Zealand.

Sultanella Kataifi
ABN: 26 194 025 899
Email: info@sultanella.com.au
Website: www.sultanellakataifi.com.au

1. About This Privacy Policy

This Privacy Policy explains:

  • What personal information we collect;

  • How we collect it;

  • Why we collect it;

  • How we use it;

  • When we disclose it to other organisations;

  • How we protect it;

  • How long we retain it;

  • How you can access or correct your information;

  • How you can request that we stop certain marketing communications; and

  • How you can make a privacy complaint.

We aim to handle personal information in accordance with applicable privacy laws, including the Australian Privacy Act 1988 and Australian Privacy Principles, where applicable, and the New Zealand Privacy Act 2020 where applicable.

2. Personal Information We Collect

Depending on how you interact with us, we may collect information such as:

Contact information

  • Full name;

  • Email address;

  • Telephone number;

  • Delivery address;

  • Billing address; and

  • Other contact information you provide.

Order information

When you purchase products from us, we may collect:

  • Products ordered;

  • Order number;

  • Order date;

  • Delivery information;

  • Billing information;

  • Shipping information;

  • Order value;

  • Refund or return information; and

  • Communications relating to your order.

Payment information

Payments may be processed by third-party payment providers.

We generally do not store complete credit-card or debit-card numbers on our own systems.

Payment information may be collected and processed directly by our payment providers in accordance with their own privacy policies and security practices.

Account information

If you create a customer account, we may collect information such as:

  • Account name;

  • Email address;

  • Login credentials;

  • Order history; and

  • Account preferences.

Communications

If you contact us, we may keep records of:

  • Emails;

  • Messages;

  • Customer-service enquiries;

  • Complaints;

  • Refund requests; and

  • Other communications.

Website and technical information

When you visit our website, certain technical information may be collected automatically, including:

  • IP address;

  • Browser type;

  • Device type;

  • Operating system;

  • Approximate location;

  • Pages visited;

  • Website interactions;

  • Referring website;

  • Date and time of visits; and

  • Other technical or usage information.

3. How We Collect Personal Information

We may collect personal information directly from you when you:

  • Visit our website;

  • Create an account;

  • Place an order;

  • Subscribe to our mailing list;

  • Contact us;

  • Request a refund or return;

  • Submit a product review;

  • Participate in a promotion;

  • Contact customer support; or

  • Otherwise communicate with us.

We may also receive information from service providers that assist us with operating our online store, processing payments, delivering orders, preventing fraud, analysing website activity or providing marketing services.

Where we collect personal information from another source, we will handle that information in accordance with applicable privacy law.

4. Why We Collect Personal Information

We may collect and use personal information to:

  • Process and fulfil orders;

  • Arrange delivery;

  • Process payments;

  • Provide customer support;

  • Respond to enquiries;

  • Process refunds and returns;

  • Manage customer accounts;

  • Communicate with customers about orders;

  • Send requested marketing communications;

  • Improve our products and website;

  • Understand customer preferences;

  • Detect and prevent fraud;

  • Maintain website security;

  • Comply with legal obligations;

  • Resolve complaints and disputes; and

  • Perform other functions reasonably necessary to operate our business.

5. Marketing Communications

If you subscribe to Sultanella marketing communications, we may send you information about:

  • New products;

  • Special offers;

  • Promotions;

  • Discounts;

  • Recipes or product information;

  • News and updates; and

  • Other marketing communications.

You can unsubscribe from marketing emails at any time by:

Unsubscribing from marketing communications will not normally stop essential transactional communications, such as order confirmations, shipping updates, payment notifications or important information about an order.

6. Cookies and Similar Technologies

Our website may use cookies and similar technologies.

Cookies may help us:

  • Keep products in your shopping cart;

  • Remember website preferences;

  • Maintain website functionality;

  • Understand how visitors use our website;

  • Improve website performance;

  • Measure advertising effectiveness; and

  • Provide relevant advertising.

Some cookies may be provided by third-party services used by our online store.

You may be able to control or disable cookies through your browser settings. Disabling certain cookies may affect the functionality of the website.

7. Shopify and Service Providers

Our online store may be operated using Shopify and other third-party technology providers.

We may use third-party service providers for purposes including:

  • Website hosting and operation;

  • Payment processing;

  • Order management;

  • Shipping and delivery;

  • Customer support;

  • Email communications;

  • Marketing;

  • Analytics;

  • Fraud prevention;

  • IT and security; and

  • Business administration.

These providers may receive personal information necessary to provide their services.

We expect service providers handling personal information on our behalf to use appropriate security measures and handle information in accordance with applicable law and their contractual obligations.

8. Payment Providers

When you make a purchase, payment information may be processed by third-party payment providers.

Depending on the payment method selected, these providers may include payment processors, banks, credit-card networks or digital payment services.

Payment providers may collect and process your information according to their own privacy policies.

We do not generally have access to your complete payment-card details.

9. Shipping and Delivery Providers

To deliver your order, we may provide relevant information to shipping and delivery providers.

This may include:

  • Your name;

  • Delivery address;

  • Telephone number;

  • Email address;

  • Order number;

  • Parcel information; and

  • Other information reasonably required to deliver your order.

Shipping providers use this information to provide delivery and related services.

10. Disclosure of Personal Information

We may disclose personal information to third parties where reasonably necessary for the operation of our business.

These parties may include:

  • Shopify and ecommerce service providers;

  • Payment processors;

  • Banks and financial institutions;

  • Courier and postal services;

  • Warehousing and fulfilment providers;

  • IT and technology providers;

  • Email and marketing providers;

  • Analytics providers;

  • Fraud-prevention providers;

  • Professional advisers;

  • Accountants;

  • Lawyers;

  • Government authorities where required by law; and

  • Other service providers assisting us to operate our business.

We do not sell your personal information as a standalone commercial product.

11. Overseas Disclosure of Personal Information

Because we sell products to customers in Australia and New Zealand and use third-party technology and service providers, your personal information may be stored or processed outside the country in which you live.

For example, some service providers may operate infrastructure or services in countries such as:

  • Australia;

  • New Zealand;

  • United States;

  • Singapore;

  • Other countries where our technology or service providers operate.

Where applicable, we will take reasonable steps to ensure that overseas disclosures are handled in accordance with applicable privacy laws.

For New Zealand customers, New Zealand's Privacy Act 2020 contains specific requirements concerning disclosure of personal information outside New Zealand.

12. Information Security

We take reasonable steps to protect personal information from:

  • Loss;

  • Misuse;

  • Interference;

  • Unauthorised access;

  • Modification; and

  • Unauthorised disclosure.

Security measures may include:

  • Secure website connections;

  • Access controls;

  • Password protection;

  • Secure payment processing;

  • Restricted access to customer information; and

  • Security measures provided by our technology and ecommerce providers.

However, no online system can be guaranteed to be completely secure.

13. Data Breaches

If a security incident occurs that involves personal information, we will respond in accordance with applicable legal requirements.

Where legally required, affected individuals and relevant authorities may be notified.

Australian entities covered by the Privacy Act may have obligations under Australia's Notifiable Data Breaches scheme.

14. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including:

  • Processing and managing orders;

  • Providing customer support;

  • Handling refunds and disputes;

  • Meeting accounting and tax obligations;

  • Complying with legal requirements;

  • Preventing fraud; and

  • Maintaining appropriate business records.

When personal information is no longer reasonably required, we may securely delete or de-identify it, subject to legal, accounting, tax or other record-keeping requirements.

15. Accessing Your Personal Information

You may request access to personal information that we hold about you, subject to applicable legal exceptions.

To make an access request, contact:

info@sultanella.com.au

Please provide sufficient information to allow us to identify you and locate the relevant information.

We may need to verify your identity before providing access.

16. Correcting Your Personal Information

If you believe that personal information we hold about you is inaccurate, incomplete or out of date, please contact us.

We will take reasonable steps to correct information where required by applicable law.

Contact:

info@sultanella.com.au

17. Deleting Personal Information

You may ask us to delete personal information we hold about you.

We will consider your request in accordance with applicable law.

We may need to retain certain information where required or permitted by law, including information required for:

  • Tax and accounting records;

  • Legal obligations;

  • Fraud prevention;

  • Dispute resolution;

  • Consumer-law obligations; or

  • Other legitimate legal or business purposes.

18. Children's Privacy

Our website is intended for general consumers and is not specifically directed at children.

We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided personal information to us without appropriate consent, please contact us at:

info@sultanella.com.au

19. Third-Party Websites

Our website may contain links to third-party websites, applications or services.

We are not responsible for the privacy practices of third-party websites.

When you follow a third-party link, we recommend reviewing that organisation's privacy policy before providing personal information.

20. Social Media

Sultanella may maintain social-media pages or use social-media services for marketing and communication.

Interactions with those platforms may be subject to the privacy policies of the relevant social-media provider.

We may receive information that you choose to provide publicly or directly to us through social-media platforms.

21. Reviews and Customer Content

If you submit a product review, photograph, comment or other content to Sultanella, we may use that information for legitimate business and marketing purposes where permitted by law.

You should avoid including sensitive personal information in public reviews or comments.

22. Direct Marketing and Your Rights

Where applicable, you may ask us to stop using your personal information for direct marketing.

You can do this by:

We will process your request within a reasonable period and in accordance with applicable law.

Australian privacy law provides individuals with rights concerning unwanted direct marketing where the Privacy Act applies.

23. New Zealand Privacy Rights

For customers in New Zealand, we will handle personal information in accordance with applicable requirements of the Privacy Act 2020.

New Zealand's privacy principles cover matters including collection, use, disclosure, security, access and correction of personal information.

If you have a privacy concern relating to your personal information, please contact us first at:

info@sultanella.com.au

You may also have the right to contact the Office of the Privacy Commissioner in New Zealand where applicable.

24. Australian Privacy Rights

Where the Australian Privacy Act 1988 applies to Sultanella, we will handle personal information in accordance with the Australian Privacy Principles.

The Australian Privacy Principles address areas including:

  • Collection;

  • Use and disclosure;

  • Direct marketing;

  • Cross-border disclosure;

  • Data quality;

  • Security;

  • Access; and

  • Correction.

The Australian Privacy Act generally applies to organisations with annual turnover above $3 million, although certain exceptions apply to smaller businesses.

Regardless of whether the Privacy Act applies to a particular activity, Sultanella aims to follow good privacy practices and protect customer information appropriately.

25. Privacy Complaints

If you believe that Sultanella has mishandled your personal information, please contact us first.

Privacy contact:

Sultanella Kataifi
Email: info@sultanella.com.au

Please explain:

  • What happened;

  • What information is involved;

  • When the issue occurred; and

  • What outcome you are seeking.

We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may have the option of contacting the relevant privacy regulator in your jurisdiction.

For Australia, this may include the Office of the Australian Information Commissioner (OAIC) where the Privacy Act applies.

For New Zealand, this may include the Office of the Privacy Commissioner.

26. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

When we make changes, we will update the "Last updated" date at the beginning of this policy.

The updated policy will be published on:

www.sultanellakataifi.com.au

We recommend reviewing this policy periodically.

27. Contact Us

If you have questions about this Privacy Policy or how Sultanella handles personal information, please contact:

Sultanella Kataifi

ABN: 26 194 025 899

Email: info@sultanella.com.au

Website: www.sultanellakataifi.com.au

Countries served: Australia and New Zealand

28. Privacy Policy Acceptance

By using our website, you acknowledge that you have had the opportunity to read this Privacy Policy.

Where consent is required by applicable law for a particular use of personal information, we will seek that consent in the manner required by law.