Terms & Conditions

Refunds

We aim for perfection but we understand that sometimes the unexpected can happen, we offer refunds only in certain circumstances where the product was different to what was ordered, for eg receiving white chocolate when ordered dark chocolate, in this case a photograph of the product is to be provided along with your order confirmation receipt within 48 hours and a refund will be sent to your credit card. 

* We do not offer refunds for change of mind, wrong delivery address, click and collect, delivery damage or incorrect storage of product.

Cancellations

Custom orders require a minimum of 14 days notice for cancellation, your 50% deposit will not be refunded. Custom orders require sourcing custom labels, packaging, decorations etc the deposit is required in ordering all of the above.

Our products available on our website can not be cancelled after checkout.

Custom Orders

Custom orders require a 50% deposit upon booking which secures your date. Full payment must be made 7 days before the reserved date. Any orders not paid in full 7 days prior will be cancelled and deposit forfeited.

Delivery/Pick up

We use Australia Post Express shipping for delivery, we take care in packaging the product to avoid too much damage during delivery, unfortunately we can't take any responsibility for damage if it does occur. During extreme heat, we won't ship any chocolate products until the weather is suitable, we do provide an icepack and thermal insulation for warm weather. 

If the wrong address is provided we take no responsibility, so please double check delivery address when proceeding with an order.

Pick up/Click and collect, we take no responsibility for damage after the products leave our hands, clear care and storage instructions are provided at pick up.

Privacy Policy

Soul Kouzina is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including correspondence, by telephone and facsimile, by email, via our website www.soulkouzina.com.au, from your website, from media and publications, from other publicly available sources, from cookies and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.

Sensitive information will be used by us only:

• For the primary purpose for which it was obtained

• For a secondary purpose that is directly related to the primary purpose

• With your consent; or where required or authorised by law.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Your Personal Information may be disclosed in a number of circumstances including the following:

• Third parties where you consent to the use or disclosure; and

• Where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Soul Kouzina will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries or complaints about our Privacy Policy please contact us at:

 

soulkouzina@gmail.com

0401797488