Website Terms & Conditions

Welcome to the website of STELLAR GROUP CO PTY LTD ACN 672 384 904 (trading as ‘STELLAR HAIR ANZ’) and its related bodies corporate trading as STELLAR HAIR ANZ.

This document outlines the terms and conditions for your use of this website and by using this website you are taken to have accepted these terms and conditions.

Use of website

By accessing and using this website, including by making a purchase or uploading or downloading content, you agree to be bound by these website terms and conditions as amended by us from time to time.

If you breach these terms and conditions we may, without limitation, terminate your access to this website and make any claim against you for any damages suffered by us in connection with your breach including but not limited to any unlawful or unauthorised upload or download of content or use of content on or via this website. This is in addition to any other remedies we may have.

These terms and conditions must be read in conjunction with our policies, namely:
1. Our Privacy Policy relating to the collection, storage and disclosure of your personal information with us; and
2. Our Terms & Conditions of Sale which apply to any sales via this website;
3. Our Returns Policy which addresses your rights in connection with product returns, exchanges and refunds; and
4. Our Gift Card and Store Credit Policy which sets out the additional terms applicable to gift cards, vouchers and store credit that may be purchased and used via this website; and
5. Our Complaints Handling Policy which set out how you may complain and how we will respond.

Third party advertisements, content and links

This website may include third party content, including advertising and links to third party websites, products and services, which is subject of that third party's terms and conditions of use.

Nothing on this website will operate to grant any licence or right for you to use third party content. You should consult the third party’s terms and conditions in relation to use of their content.

We do not endorse the content of any other persons’ advertisements or websites nor warrant its accuracy. We accept no liability for any action or omission taken by you in connection with the information of other persons. We do not warrant that other persons’ websites will be free of viruses or malware or that any other persons will adhere to the same privacy policy as us.

Intellectual Property

Copyright in this website (including all text, data, graphics, logos, icons, sound recordings and software) is owned or licensed by us.

Other than expressly authorised by these terms and conditions or by us in writing, you must not, in any manner or form:
a) adapt, reproduce, store, distribute, print, display, perform, publish or create new works from any part of this website including the information and content displayed on this website; or
b) commercialise any information, content, including products or services advertised, or obtained from this website;
without our written permission.

Any word to which is attached an intellectual property symbol (for example ™ or ®) is a registered trade mark or otherwise protected by copyright or other common law intellectual property rights. If you use any of our trade marks (including logos and business names) in reference to us or our products or services, you must include a statement attributing that trade mark to us. Additionally, you must not use any of our trade marks:
a) in or as the whole or part of your own trade marks;
b) in connection with activities, products or services except ours;
c) in a manner which is or may be confusing, misleading or deceptive; or
d) in a manner that disparages us or our products or services.

Online Purchases

All purchases which may be made via or through this website are subject to:
1. Our Terms & Conditions of Sale available on this website; and
2. Any additional terms of sale by any point of sale software.

By making a purchase on this website you accept these terms whether or not asked to accept them at checkout.

Without limiting our Terms & Conditions of Sale, in the interpretation of the information available on this website:
1. The nominated currency for all transactions on or via this website is Australian Dollars (AUD$) unless otherwise displayed including where you select a different currency.
2. All prices displayed on website will be exclusive of GST (Australian domestic Goods and Services Tax) unless otherwise stated.
3. All Australian domestic sales and deliveries to Australian addresses from this website will be subject to Australian GST. The rate of Australian GST is 10%.
4. We may change the pricing of goods and services available on this website at any time without notice.

Whilst we will endeavour to dispatch your order within two (2) business days, we make no warranty as to dispatch and delivery times.

Cancellation of online orders is at our discretion but cannot be actioned once processed.

Please ensure that you check your order on receipt and notify us immediately of any errors or defects.

Please refer to our Returns Policy with respect to returns, refunds and exchanges.

Contributions and Collaborations

To the extent that this website permits you to upload or contribute content and/or contact other users you agree that you will not upload content which may be offensive or harmful (including by containing any virus or malware) and you accept the contribution of contents by other at your risk at all times. You acknowledge that we may, but are not obliged to, moderate content.

You agree not to ‘tag’ this website or our business into any website or social media content (including but not limited to Facebook™, Instagram™ and Twitter™) which is or may be derogatory, offensive or harmful to us or to others and you indemnify us in connection with any damage this causes to us.

You are responsible for maintaining the confidentiality and all uses of the username(s) and password(s) that we issue to you. You understand that you will be solely responsible for all information transmitted electronically, or use of any information and or services obtained on this website or any associated service, using your username(s) and password(s).

Privacy and Security of Information

We may collect information from you in the course of your access to this website, including in the making of a purchase and such information will be collected, used, disclosed, stored and destroyed in accordance with our Privacy Policy.

We may also use “cookies” on this website. Cookies enable us to monitor traffic to and from our website(s) and to serve you more efficiently if you revisit the site. A cookie will not identify you but will identify your computer. You can change your browser settings to notify you when you receive a cookie and either accept or reject cookies.

Unfortunately, no data transmission over the Internet can be guaranteed as absolutely secure. Whilst we strive to protect your information, we do not warrant and cannot ensure the security of any information which you provide to us, in any form. Accordingly, any information which you provide or transmit to us is transmitted at your own risk.

If this website asks you or your receive any prompt or other electronic communication (including by email) requesting a payment to us, it is your responsibility to verify that the request is genuine which you may do by contacting us on the publicly available telephone numbers displayed on this website.

Disclaimer

Nothing in these terms and conditions excludes, restricts or modifies any right, warranty or other condition, whether stated or implied which may not be excluded by law.

If there is a term of these terms and conditions which is illegal, void or voidable, it will be deleted with all remaining terms continuing to apply unaffected.

Subject to the foregoing:
a) we do not accept any liability for any loss or damage, however caused (including through negligence), which you may directly or indirectly suffer in connection with your use of this website or any linked website(s), including in connection with reliance upon any information contained in or accessed through this website;
b) we do not accept any liability for any loss or damage (including indirect, special or consequential loss or damage) which you may suffer or which may arise directly or indirectly in connection with goods or services supplied by us in this website or via any website accessibla from this website including any failure or omission to supply such goods or services or to comply with our obligations under these terms and conditions; and
c) any condition, warranty, right or liability which would otherwise be implied in these terms and conditions is excluded to the extent permissible by law.

You acknowledge that:
a) prior to making any purchase or undertaking any interaction on this website you have availed yourself of the opportunity to review and satisfy yourself that the goods and services you are purchasing or using satisfy your requirements; and
b) at no time prior to any purchase or undertaking any interaction on this website have you relied on our skill or judgment or any matter not in these terms and conditions, and that it would be unreasonable for you to do so.

The provisions of the United Nations Convention on Contracts for the International Sale of Goods (the Vienna Convention) which might apply to these terms and conditions (by virtue of any law relevant to these terms and conditions) is expressly excluded.

Our sales to consumers are subject to the Australian Consumer Law (under the Competition and Consumer Act 2010 (Cth) and the Consumer Guarantees.

Complaints

If you are unsatisfied with your experience on this website or any purchase that you have made, you may wish to make a complaint and we will endeavour to address your concerns as best as possible. Please refer to our Complaints Handling Policy.

Governing law

These terms and conditions are governed by the laws in force in Queensland, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of that jurisdiction in the Brisbane CBD.

Terms and Conditions of Sale

Terms and Conditions to Apply.

These are the terms and conditions of the sale of goods and services of STELLAR GROUP CO PTY LTD ACN 672 384 904 (trading as ‘STELLAR HAIR ANZ’) and apply to all purchases through its website(s), at any store location or via any authorised reseller. By making a purchase, you agree to be bound by these terms and conditions.

These terms and conditions supersede those in any previous form without affecting the validity of any previous guarantee or indemnity. These terms and conditions may not be varied, or further terms introduced in connection with any supply, except by agreement in writing by STELLAR HAIR ANZ.

Pricing

Our pricing is subject to variation without notice and we at all time reserve the right to vary pricing as we see fit.

If we give you a quotation for a unique or bulk order, the quoted price is valid for the period specified in the quotation or where a period is not specified, 15 days from the date of quotation.

The nominated currency used for all transactions with us is Australian Dollars (AUD$) unless otherwise displayed including where you select a different currency or purchase goods and services in a place outside Australia. Where a different currency is tendered, prices will be converted to and from Australian Dollars at our nominated exchange rate.

All prices displayed on our website(s) and in any catalogues and other media will be exclusive of GST (Australian domestic Goods and Services Tax) unless otherwise stated. All Australian domestic sales and deliveries sent to Australian delivery addresses will be subject to Australian GST. For online purchases, GST will be applied (if applicable) in your cart or your price may be shown inclusive of GST. The rate of Australian GST is 10%.

Except as otherwise specified, pricing is exclusive of delivery fees and charges. Whilst we will endeavour to apply the charge of postage and shipping to your nominated address at checkout, we reserve the right to contact you requiring payment for any additional shipping and postage charges that may be required.

In the event that an item is listed at an incorrect price or with incorrect information, we reserve the right to withdraw an item from sale, and to refuse or cancel orders and issue a refund (where applicable).

Order and delivery

You may purchase goods online at our website(s). We do not have store locations. Our local distributors are independent resellers who operate on separate terms and conditions.

Cancellation of an order on our website is at our discretion at all times. If we are unable to cancel your order, we may offer you a return or exchange under our Returns Policy.

We will deliver by courier or Australia Post standard or express post (as selected in your cart or at the time of purchase). Other forms of delivery may be available from time to time based on the selection available and pricing displayed or offered to you at the time of purchase. We reserve the right to change the carrier or shipping method if required.

It is our priority to deliver your order as quickly as possible, which is why we aim to dispatch orders within two (2) business days, but we make no warranty as to dispatch and delivery times.

Orders designated for shipping outside Australia may be subject to restrictions and we at all times reserve the right to cancel and refund the price of any order that we feel cannot be met or shipped to you, provided that we will not be responsible for checking such requirements and you accept the risk and associated cost of any inspection, quarantine, duties or item rejection (including destruction) on arrival in your country.

Where a third party carrier or courier is used to effect delivery, you accept and must comply with the terms and conditions of such carrier or courier.

We warrant delivery of our goods to your chosen destination safe and in saleable condition, except for external packaging damage which shall not be cause for refund or exchange.

The chosen destination means:

1. for delivery to an address, arrival at that address; or
2. for collection services including Click and Collect™, arrival at the collection destination.

and risk in the goods passes to you at this time.

It is your responsibility to inspect the goods on collection or delivery and tell us immediately if there are any issues with your order. Goods will be taken as accepted if no damage or error is notified to us within three (3) days of delivery, or the goods being made available for your collection, and any returns, refunds or exchanges after this point will only be subject to your rights under our Returns Policy including Warranty Terms and Consumer Guarantees (if applicable).

Without limiting the foregoing, we will be relieved from liability for damage or loss of ordered goods occurring after delivery (including if you have requested that the delivery carrier leaves your goods unattended at a delivery address) or if the goods are damaged or misplaced by any person, including a carrier or store clerk, who obtains the goods from our principal carrier, including, for international deliveries, your local carrier or any store offering Click and Collect™ service.

You must not use the goods (other than to the extent reasonably necessary for the inspection and testing) before you satisfy yourself the goods comply with these terms and conditions or the Consumer Guarantees (if applicable). Goods that have been used, and or tampered with, may no longer be returnable under the terms of our Returns Policy including Warranty Terms and Consumer Guarantees (if applicable).

Payment

Unless you hold a credit account with us, you must pay for goods and services at checkout before dispatch will be effected.

We may from time to time stipulate the tenders that we will accept for payment, whether in store or online. Unless otherwise stated, we will not accept personal cheques.

If you make payment via a payment service, including Paypal™, AfterPay™ etc. you accept the terms and conditions of those services.

Payment is to be made in Australian Dollars or currency convertible to Australian Dollars. Unless otherwise stated, we will not accept payment in crypto currency, vouchers, gift cards or other kind not readily convertible to currency, provided that we may give you from time to time a gift card, voucher or store credit which may be redeemable with us under the terms of our Gift Cards and Store Credit Policy.

For the avoidance of doubt, title in the goods does not transfer to you, despite postage or delivery, until your payment is received in full. If you fail to make payment on time or make a payment with a tender that is later dishonoured, we reserve the right to recover possession of the goods and, until payment in full is received, you agree to keep the goods safe, not to reseller, encumber or dispose of the goods, not to mix the goods with or attach them to other materials making them unable to be returned. For the avoidance of doubt, our retention of title is a security interest within the meaning of the Personal Property Securities Act 2009 (Cth) and we reserve the right to register our security interest on the personal property securities register against your details and you waive the benefit of notification of any financing statements or financing change statements, as those terms are defined under the Personal Property Securities Act 2009 (Cth).

Product Warranty

In addition to the terms of the Australian Consumer Laws (including the Consumer Guarantees) if applicable to you, our goods are the subject of product warranty from us on the terms of our Warranty Terms.

You must read our Warranty Terms and you be taken to have accepted our Warranty Terms when you make a purchase of goods on our website.
Warranty claims should be directed to us via the procedure outlined in our Returns Policy.

In addition, we offer general after sales support, including for servicing and repair outside of warranty, and you may contact us at any time to enquire about any problems you are experiencing with one of our products, product functionality, servicing and repair of our products in your local area.

If you are a trade customer, you may be provided with the details of your local distributor to which to submit product concerns. All other after sales support will be performed by us and enquiries should be directed to us at our contact details below.

Customer default

If you:

• commit a substantial breach of these terms and conditions including unreasonably refusing to accept any goods or services or failing to pay for any goods or services; or
• inform any person it you are insolvent, commit an act of bankruptcy, have a bankruptcy petition presented against you, become bankrupt, become subject to or bound by any arrangement, assignment, composition or moratorium of debts with your creditors, official management, receivership, liquidation, voluntary administration, winding up or other external administration;
  we may, without affecting our other rights:
• immediately terminate the supply of the goods or services, by notice in writing to you;
• refuse, suspend or withhold any further goods or services;
• cancel any account, including a credit account or other credit arrangement, that you hold with us (in which case outstanding amounts will become immediately due and payable).

If your account is cancelled, you forfeit the right to any store credit held with us (refer to our Gift Cards and Store Credit Policy).

Limitation of liability

You agree that, subject to the Australian Consumer Laws (including the Consumer Guarantees):

• the only warranties we make in connection with products and services will be as displayed or advised in writing at the time of purchase;
• except as otherwise stated in our advertising, including on any product tags, we do not warrant that products will be made in Australia or comply with any particular Australian standards or guidelines of manufacture;
• we do not warrant any particular manufacturing quality of products; and
• we do not warrant that our products and services will be suitable for any particular purpose that you require. It is your responsibility to satisfy yourself at the time of purchase that the products or services being purchased are satisfactory for your needs.

We offer returns, refund and exchange options, subject to the conditions of our Returns Policy.

Except to the extent prohibited by law, your only remedy against us for any loss, damage or liability whether in contract, tort, negligence or otherwise in connection with our supply of goods and services, or failure to supply the goods or services, shall be limited to refund of the price paid for the goods and services. We shall otherwise have no liability to you whether in contract, tort, negligence or otherwise.

Without limiting the generality of the above, you accept all liability to third parties (including carriers, subcontractors and head contractors, principals and other parties) which in association with you may be affected by our supply or failure to supply goods or services. We shall not be required to conduct any liaison with or reimburse any expenses claimed by third parties.

Governing law and general provisions

These terms and conditions are made under the laws of Queensland, Australia and you agree to submit to the jurisdiction of the courts in the Brisbane CBD.
Our failure to exercise any right under these terms and conditions or failure to insist on strict performance of any part of the terms and conditions does not operate as a waiver and a partial exercise of a right does not preclude any further or fuller exercise of that right.

If any part of these terms and conditions or any related document or policy is or becomes unlawful, void or unenforceable, that part is severed so that all parts which are not unlawful, void or unenforceable remain in full force and effect and are unaffected by the severance.

Notices required to be given to us must be in writing delivered to us at:
Customer support: STELLAR HAIR ANZ
Address for postage: PO BOX 327 LABRADOR QLD 4215 AUSTRALIA
Phone: +61 1300 652 751

Notices will only be deemed received:

• if sent by post and subject to proof of postage, 3 days from postage; or
• if sent by email and subject to receipt of a ‘read’ receipt for an email transmission, at the time specified on the read receipt.

Notices required to be given to you must be in writing and may be delivered by post, in person or by email to the contact details provided in your order or account or as otherwise notified in writing to us from time to time.

Notices from us will be deemed delivered:

• if delivered in person, at the time of delivery;
• if sent by post and subject to proof of postage, 3 days from postage; or
• if sent by email and subject to a ‘relayed’ confirmation, at the time specified in the relayed conformation.

Updated: 28/06/2024

Warranty Terms

PRODUCT WARRANTY

This warranty statement sets out the warranty terms and conditions relating to any products and parts (collectively products) manufactured by STELLAR GROUP CO PTY LTD ACN 672 384 904 trading as ‘STELLAR HAIR ANZ’
(we, us or our) personally or through any of our authorised distributors, resellers and dealers in favour of any end user of those products (you or your) anywhere in the world.

This warranty statement must be read in conjunction with all instructions and user manuals supplied with the product.

For products purchased through our website, this warranty statement must also be read in conjunction with our Terms and Conditions of Sale and remaining policies.

For products purchased through an authorised distributor, reseller or dealer, this warranty statement must also be read in conjunction with any terms of purchase and additional warranty information provided by the distributor, reseller or dealer.

Consumer Guarantees

Our products come with guarantees under the Australian Consumer Law (Consumer Guarantees) which cannot be excluded and which apply notwithstanding anything to the contrary in this warranty statement.

The time applicable to Consumer Guarantees differs depending on the nature of the products, its price and any representations made at the time of purchase. If you believe that a product does not meet a Consumer Guarantee, you must contact us and seek assistance as soon as possible.

If the product has a major failure, you are entitled to request either a repair, replacement or refund, or you may keep the product and ask for compensation for any reduction in value. If the product has only a minor failure, we can choose to either repair the product or, at our discretion, we may replace the product or give you a refund, and we will make our selection within a reasonable time.

Our Product Warranty

In addition and separately to the Consumer Guarantees (where applicable) we expressly warrant (our product warranty) that all products manufactured by us will be free from defects in material and workmanship for the relevant product’s warranty period.

The remaining sections of this warranty statement are dedicated to the terms of our product warranty.

Warranty period

The warranty period of each product we offer is as follows:

The ‘date of purchase’ is the date on which the person who first commences use of the product purchased the product as stated on the receipt tax invoice issued to them. Customers buying used products should check the date on which the product was purchased and acknowledge that used products may not be covered by our product warranty or be affected by express exclusions (as outlined below).

The warranty period expires at 12:00am (midnight) Australian Eastern Standard Time (AEST) on the last day of the warranty period and thereafter the product is no longer covered by our product warranty. The product may still be covered by Consumer Guarantees (to the extent applicable).

Repair or replacement

If a claim is made to us with respect to a defect in our products and:

• the claim is made before expiry of the warranty period; and
• the claim is made in accordance with all terms and conditions in this warranty statement;

we will, at our option (subject to the Consumer Guarantees) repair or replace the defective product.

Return-to-base

Our product warranty is given on a ‘return-to-base’ basis, meaning that you are responsible for returning the product back to us for inspection at your cost, and if your claim is approved, we will refund any postage costs you incurred. The refund of postage cost is capped. We will not pay any other costs of return.

Return to us means:

1. for trade orders and purchases from an authorised distributor, your local distributor’s office; or
2. for any other orders, including all orders via our website, to our head office location listed in our contact details below;

unless we offer you an alternative delivery location such as via one of our authorised repairers in your local area.

You must provide us with all information and documentation reasonably required to assess and conduct any repair work. Delays resulting from missing or incorrect information or documentation are not our responsibility and may be charged at hourly rates.

Warranty extensions

For specified products or classes of customers, we may offer you or you may purchase from us from time to time selected extensions or additional warranty options to those outlined in this warranty statement. The terms of such warranty extensions or additional warranty will be as outlined in the warranty statement provided to you together with the warranty extension or additional warranty.

Please note that all warranty extensions and additional warranty options offered by our authorised distributors, resellers and dealers are made and enforceable against the authorised distributor, reseller or dealer only and are not endorsed by us. The terms of such warranty extensions and warranty options will be as outlined by the distributor, reseller or dealer.

Products covered by our Product Warranty

Our product warranty only applies to products manufactured by us bearing the ‘Stellar’ brand. Where we have not manufactured the product, including product of partner brands and collaborators, we will do our best to extend to you the benefit of any manufacturer’s warranty that may exist, provided that:

• we do not make any representation as to any manufacturer’s warranties that may exist except to the extent made in writing by us; and
• we reserve the right to require you to communicate with the manufacturer directly.

Any services that we provide in connection with warranty claims on other parties may be charged at hourly rates.

In addition, our product warranty only applies to products purchased from us (via our website) or an authorised distributor, reseller or dealer of our products. We reserve the absolute right to decline warranty in respect of any products purchased through unauthorised resale, including private sales.

Our product warranty only applies to products purchased in new condition. Products marked as seconds, damaged or refurbished products are expressly excluded.

Warranty Exclusions

Our product warranty does not apply to:

1. (wear and tear and accidents) damage which is in the nature of normal wear and tear or accidental damage (including the product being dropped from a height or hit by an object); or
2. (batteries) battery failure after 12 months from the date of purchase; or
3. (power cords) power cords in general; or
4. (third party tampering) products which have been repaired, altered or modified in any way (except by us or as authorised by us); or
5. (improper use) defects, or damage caused or resulting from improper use, misuse, abuse or other damage by you or in connection with the use of the product, including:
1. operator error or negligence; or
2. use in an unsuitable environment (including in temperatures exceeding 30 degrees Celsius); or
3. failure to adhere to product warnings and instructions (whether supplied with the product or available on our website); or
4. failure to respond to warning signs including warning lights and sounds emitted by the product;
6. (exposure) defects, or damage caused or resulting from:
1. any corrosive or harmful substance including oils and detergents (except as advised by us in our instructions for proper cleaning and care of your product); or
2. use or storage in excessive heat or light; or
3. exposure to any other external force (including corrosion, paint, sweat, fire, lightning, wind and water beyond any water proofing limits of the product); or
4. a fault in an external power supply (including surge) or the use of incorrect power supply (whether or not the product is equipped with a safety switch or fuse).

PLEASE NOTE THAT OUR ELECTRICAL PRODUCTS ARE NOT WATER OR SPLASH PROOF AND NO WARRANTY APPLIES WHERE DAMAGE IS SHOWN TO RESULT FROM EXPOSURE TO WATER OR STEAM.

In addition, our product warranty does not apply to claims made more than thirty (30) days after the product first displayed the defect or damage. If our products display a defect or damage, you must contact us immediately.

Non Warranty Returns

Our product warranty does not apply to returns or exchanges because you have changed your mind about your purchase. When purchasing a product, you undertake that you have independently satisfied yourself that the product meets all of your requirements and have not replied on any representations by us or our authorised resellers except as stated in writing.

We may offer returns or exchange on change of mind or for other reasons under the terms of our Returns Policy as varied from time to time.

Limitation of liability

To the extent permitted by law, our express warranty does not extend to and we will not, in any circumstances, be liable to you or any other person, for any injury, loss or damage suffered by you or any other person in connection with your purchase and use of our products:
• beyond the cost of repair or replacement of the product or (if unable to be repaired or replaced, full refund of the cost of the product); or
• on account of any indirect or consequential losses including loss of reputation, loss of opportunity or earnings, loss of actual or anticipated savings, loss of bargain howsoever arising (including for negligence or otherwise);
regardless of whether the defect or damage was known, ought to be known, or it was reasonably foreseeable that you would suffer such loss or damage.

How to make a warranty claim

To make a claim under our product warranty or a Consumer Guarantee, contact us at the contact details below:

Telephone: 1300 652 751
Email: hello@stellarhair.com.au
Address for postage: Stellar Group Co, PO Box 327 Labrador QLD 4215

Please ensure that your communication includes:

• the product description and serial number;
• your proof of purchase of the product; and
• a description of the fault or damage including photographs or videos.

Proof of purchase of the product must be in the form of the receipt tax invoice issued to you by us or our authorised distributor, reseller or dealer at the time of purchase. Please note that we are not responsible for locating or providing your proof of purchase. You must supply proof of purchase to a level that we can reasonably validate.

We will reply to your claim within a reasonable time confirming any additional information required and whether we have accepted your claim or request return of the product (for back-to-base warranty) pending final determination of your claim.

Product replacement conditions

Without limiting our right to repair defective products, please note that any product replacement is subject to availability and we reserve the right to offer you an alternative product, or a refund, if we are unable to repair or provide you with the same product.

Replacement products that are new will be the subject of a new warranty term starting from the date of exchange, being the date that the exchange is processed in our system as stated in the warranty exchange receipt supplied to you.

If we offer you or you accept a replacement product which is not in new condition, we may stipulate what the terms of our express warranty will be for the replacement product and this may be that there is no express warranty or the warranty period is shorter.

Identification and customer details

To prevent fraud, abuse and misuse of our warranty terms, we reserve the right to require evidence of your identity when making a return, refund or exchange under warranty or for any other reason.

We may ask you to present photo identification (for example drivers licence or passport) and we may take a copy of that identification and / or record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must include your full name with an expiry date at least one day in the future.

Your personal information collected in the course of warranty claims and other post sale transactions will be kept in accordance with our Privacy Policy.

Gift card and Store Credit Policy

Our offer of gift card, vouchers and store credit STELLAR GROUP CO PTY LTD ACN 672 384 904 (trading as ‘STELLAR HAIR ANZ’) offer payment options by way of gift card, vouchers and store credit.

In some cases, a gift card, voucher or store credit may be offered in circumstances where a customer is unable to meet the requirements of a return, refund or exchange. For more information about refunds and exchanges, refer to our Returns Policy.

This is our policy on the terms of purchase and use of gift cards, vouchers and store credit.

Gift cards and vouchers

Gift cards and vouchers may be purchased online or in store.

Gift cards may be physical gift cards or e-gift cards sent by email.

Unless otherwise stated in the gift card or voucher, gift cards and vouchers are purchased in Australian Dollars. Gift cards and vouchers will convert to or from to Australian Dollars automatically when purchased or utilised via another currency. The conversion rate will be that applicable via our banking institution, which for online orders is the same conversation rate applicable to the calculation and display of prices online.

Gift cards and vouchers will have an expiry date and their credit expires immediately at 12:00am (midnight) Australian Eastern Standard Time (AEST) on the expiry date. Unless otherwise stated on the gift card or voucher, all of our gift cards and vouchers expire on the date which is three (3) years from the date of purchase of the gift card or voucher. Expired gift cards and vouchers are not refundable. We are not responsible for providing reminders.

If you lose a gift card or voucher, we will do our best to re-issue it to you subject to your presentation of proof of purchase and our verification that the credit was not utilised. We will not guarantee that we will be in position to re-issue or honour lost gift cards or vouchers. We disclaim all responsibility for lost or stolen gift cards or vouchers.

Gift cards may be used by any person unless otherwise specified. If you are purchasing a gift card as a gift for a third person, you may email us asking us to provide you with third party proof of purchase for the recipient to use in future if required.

Vouchers may be issued specific to a customer account and in such case may not be transferred and otherwise apply in the same form as store credit. However, we are not responsible for policing the use of vouchers and disclaim all responsibility for misused vouchers.

You may not purchase gift cards and vouchers under a credit or trade account, except as otherwise approved by us. Gift cards and vouchers cannot be purchased through any rewards or points system that we are affiliated with from time to time (except as we make available) and their purchase will not earn or count towards points or other rewards.

Gift cards and vouchers are not redeemable for cash or convertible into any other gift cards or vouchers or any other form of tender. No change will be given for a purchase made with a gift card or voucher. It is up to the holder to use the full value of the gift card or voucher before it expires. A gift card or voucher may be applied in part payment of a purchase with the balance paid in another form of tender.

Gift cards and vouchers may be issued in connection with or apply only to specific products or services. This will be stated on the gift card or voucher.

Gift cards and vouchers may also attract additional terms and conditions. These will appear on the gift card or voucher or may be stated in the offer of purchase of the gift card or voucher, and all such terms will be terms of the gift card or voucher.

Store credit

We may offer you store credit from time to time, including in connection with refunds and returns. We may offer you store credit either as store credit or as a gift card or voucher.

Store credit is attached to a specific customer account. If the customer account is closed for any reason, any store credit is lost. We may close a customer account, at our option, if the customer is in default of payment or our terms and policies, if we notice any other issue or error with the account (including possible fraud or criminal activity) or if the account remains idle for 12 months or more. Trade and credit accounts may be closed subject to the terms of the trade or credit account applicable.

Store credit may not be assigned or transferred to another customer account, except in our discretion. We may approve a transfer of store credit where you change your account details but not where the customer identity changes.

Store credit is valid for a maximum of twelve (12) months from the date of issue or creation. Expired store credit will be deleted and is not refundable. We are not responsible for notifying you of the store credit expiry date on issue or to provide you with reminders.

Store credit may be applied to any online purchase with the balance being payable in another form of acceptable tender.

Store credit may not be used in conjunction with special offers and promotions which state store credit does not apply.

Store credit may not be redeemed for cash or converted into any other forms of tender including gift cards or vouchers.

Identification and customer details

To prevent fraud, abuse and misuse of this policy, we reserve the right to require evidence of your identity when purchasing or making a claim under a gift card, voucher or store credit. You may be asked to present photo identification (for example drivers license or passport) and we may take a copy of that identification and / or record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must include your full name with an expiry date at least one day in the future.

Your personal information collected in the course of gift card or voucher use or purchase and all post sale transactions will be kept in accordance with our Privacy Policy. If you wish to access your information held by us in relation to your transactions from time to time or to correct any errors or account details, please contact us at:

The Privacy Officer: Stellar Group Co
Address for postage:
Stellar Group Co
PO Box 327
LABRADOR QLD 4215
Telephone: 1300 652 751
Email: hello@stellarhair.com.au

Modern Slavery Policy

Modern slavery is a serious crime that violates basic human rights. It can manifest in forms like slavery, forced labour, servitude, and human trafficking. These all involve depriving individuals of their freedom for personal or financial gain.

At Stellar Group Co, we have a firm stance against modern slavery. We are dedicated to conducting our business with ethics and integrity. We are committed to establishing and enforcing effective systems and controls to prevent modern slavery in our business and supply chains.

We also pledge to be transparent in our business and our efforts to combat modern slavery throughout our supply chains, aligning with our obligations under the Modern Slavery Act 2015.

We hold high standards for all our contractors, suppliers, and business partners. In our contracts, we explicitly prohibit the use of forced, compulsory, or trafficked labour, as well as any form of slavery or servitude. We expect our suppliers to uphold these same high standards with their own suppliers.

This policy applies to everyone working on our behalf, including Directors, Managers, Agency Workers, Seconded Workers, Volunteers, Interns, Contractors, External Consultants, Third-Party Representatives, and Business Partners.

It is important to note that this policy is not a part of any employee's employment contract. Stellar Group Co reserves the right to modify or not apply this policy and procedure at any time.

Returns Policy

This is the policy of STELLAR GROUP CO PTY LTD ACN 672 384 904 (trading as ‘STELLAR HAIR ANZ’) for the return, exchange and refund of products.

STELLAR HAIR ANZ want you to be fully satisfied with your purchase, but if you are not, then we offer exchanges, returns and refunds of products pursuant to this Returns Policy.

This policy does not exclude consumers’ rights under the Consumer Guarantees of the Australian Consumer Law and other requirements by law.

STELLAR HAIR ANZ reserves the right not to refund for any "change of mind", "not suitable", "incorrectly ordered", or "decide not to like it" situation, misuse or any situation other than manufacturer's fault. 

In any circumstances, our postage cost and delivery charges, personalisation and gift-wrapping costs are not refundable.

We reserve the right to decline returns, exchanges or refunds of the following types of merchandise (except where the product fails to meet a Consumer Guarantee):

1. Custom made, monogrammed, personalised, engraved and altered products;
2. Gift cards or vouchers, store credit and pre-orders; 
3. Any merchandise marked as seconds, refurbished or pre-owned;
4. Any merchandise marked ‘clearance’, or where the price has been marked down by 50% or more.

Product defects and warranty

Consumers are entitled to certain guarantees (called the Consumer Guarantees) in respect of defects and faults in goods and services sold in Australia. In addition, all our products come with a product warranty issued by us on our Warranty Terms.

If the product has a major defect, you are entitled to request either a repair, replacement or refund, or you may keep the product and ask for compensation for any reduction in value. If the product has only a minor or repairable defect, we can choose to either repair the product or, at our discretion, we may replace the product or give you a refund, and we will make our selection within a reasonable time. Postage and delivery costs for returning defective products will be paid by us, subject to and only once the products have been received and accepted by us.

The time applicable to warranty defects (including under the Consumer Guarantees) differs depending on the nature of the product, its price and any representations made at the time of purchase. If you believe an item is faulty or defective, you must contact us and seek an assessment as soon as possible.

If you are a trade customer, you may contact your local distributor for after sales support including warranty claims. All other product defect enquiries must be referred to us as outlined below.

Proof of purchase

Refunds, exchanges or repair requests for any reason (including warranty) will only be considered where you provide proof of purchase documents, which may be in the form of:

1. Receipt tax invoice (order confirmations only will not be accepted); and/or
2. Original return/exchange receipt/gift receipt.

Please note that we are not responsible for locating or providing your proof of purchase. You must supply proof of purchase to an extent that we can reasonably validate.

Our Consumer Guarantees apply in favour of all consumers who purchase our products via an authorised reseller. Proof of purchase from an authorised reseller qualifies as proof of purchase with us. Please check our website for our list of authorised resellers or enquire with us before making a purchase.

If you are making a gift purchase we can provide you a gift receipt that the recipient can use as proof of purchase on request either in store or by emailing us at our contact details on our website.

Return tender

Refunds (if approved) will always be given via the same form of tender of purchase. For example:
1. if you purchased an item with a credit card, you must present the same credit card;
2. if you purchased an item via Paypal™, Apple Pay™, Samsung Pay™, Google Pay™ or another account payment method, refund will be made to the account where possible or if not possible then to credit card linked to that account;
3. for purchases made using store credit or gift card, we will refund in store credit or new gift card; and
4. for purchases where a credit facility such as AfterPay™ is used, the refund will be provided to the same facility where possible and if not in store credit (unless otherwise required by law).

If you are exchanging an item for an item of lesser value, the balance value will be provided in store credit or gift card. Any promotional offers or discounts received in the original order will not be applied to exchanges or new purchases.

Store credit and gift cards

At all times if you are unable to present or use the same tender of purchase in connection with a refund, or if there are any other conditions of refund or exchange which cannot be met (such as proof of purchase) then we may choose to provide a refund via store credit or gift card (unless otherwise required by law).

Please note the expiry date of store credit and gift cards, as a replacement or refund will not be provided, unless required by law.

Our gift cards cannot be exchanged for cash, a different brand, denomination or type of gift card or for another tender or discount.

Further information about our gift cards and store credit terms is set out in our Gift Card and Store Credit Policy.

Gift or bonus items and bundle offers

Where merchandise is purchased with a gift or bonus offer, the gift or bonus must also be returned (unless otherwise stated). In the case of bundle offers, including items with accessories, all items within the bundle must be returned. If you are unable to comply with this requirement, or the additional goods are not in saleable condition, the value of any available refund will be reduced by the value of the items not returned or not in saleable condition.

Product exchanges

We will always consider and endeavour to approve any requests for product exchange, including due to size or other unexpected product issues. However, any form of product exchange is subject to availability and we may need to issue a refund, or store credit, instead.

Product exchanges are the subject of the same conditions as any other product return under this policy.

Identification and customer details

To prevent fraud, abuse and misuse of this policy, we reserve the right to require evidence of your identity when making a return or exchange. You may be asked to present photo identification (for example drivers license or passport) and we may take a copy of that identification and / or record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must include your full name with an expiry date at least one day in the future.

Your personal information collected in the course of refunds, exchanges and other post sale transactions will be kept in accordance with our Privacy Policy. If you wish to access your information held by us in relation to your transactions from time to time or to correct any errors or account details, please contact us at:

Telephone: 1300 652 751
Email: hello@stellarhair.com.au
Address for postage: Stellar Group Co, PO Box 327 Labrador QLD 4215

How to make a return

As we do not presently have fixed store locations, returns must be made through the post.
To return an item via post:
1 Email us at hello@stellarhair.com.au to request a return or refund explaining your reason(s);
2 We will assess your claim or approve your return pending assessment, and in such case email you a Return Form;
3 Download, print and fill in the Return Form;
4 Put the Return Form with the items that you are returning into a suitable parcel; and
5 Lodge your parcel into your nearest Australia Post outlet.

Take note that should your request for refund or exchange be declined, we will return your item to you via standard post. We reserve the right to charge return postage costs for declined refund or exchange items or if you are returning an item because you’ve changed your mind (where a change of mind return is approved).

Please ensure that your item has been securely packaged as we may decline return on an item that is damaged. Please also ensure that you have read the remainder of this Returns Policy and tell us if there is any other matter of concern, for example, if you are unable to supply proof of purchase, identification or if the product has been used, tags are missing or seals are broken.

If you are unsatisfied with our response to a request for return or refunds, you may wish to make a complaint to us. Please refer to our Complaints Handling Policy.

Privacy Policy

1 INTRODUCTION

1.1 About this policy

This Privacy Policy (“this Policy”) is the official privacy policy of STELLAR GROUP CO PTY LTD ACN 672 384 904 and any of its wholly owned subsidiaries (hereafter collectively referred to as “STELLAR” or “we”, “us”, or “our”) and it applies to all personal information about individuals collected by STELLAR.

1.2 Relationship with Privacy Act

(a) This Policy is intended to comply with the Privacy Act 1988 (Cth) (the “Act”) to ensure STELLAR’S compliance with its obligations under the Act, including the Australian Privacy Principles (the “APPs”), if applicable to STELLAR. This Policy is not otherwise an ‘opt-in’ under section 6EA of the Act.
(b) For the purpose of interpretation of this Policy any terms in this Policy defined in the Act have the same meaning as defined in the Act.
(c) To the extent that STELLAR may from time to time be the subject of privacy laws of nations other than Australia, this Policy extends to information collected by us from overseas entities but does not limit our obligations under any other laws.

1.3 What this Policy provides

(a) In this Policy we explain how and why we collect personal information about individuals, how we use such information within STELLAR, and what controls individuals have over our collection and use of information about them.
(b) This Policy is relevant to individuals who are current and former customers, as well as other individuals that we deal with in connection with the goods and services we provide or information we collect from customers and other persons.

1.4 Our commitment

STELLAR is committed to complying with laws that deal with how businesses may collect, hold and use personal information about individuals, and to protecting and safeguarding the privacy of individuals when they deal with us, including the Act and the APPs if applicable.

2 COLLECTION OF INFORMATION

2.1 Type of information collected

(a) Some information provided to us by clients, customers and other parties might be considered private or personal. However, without such information we would not be able to carry on our business activities and provide our services. We will only collect such personal information if it is necessary for one of our functions or activities.
(b) The kinds of personal information that we may collect and hold in respect of individuals may include:
(i) names;
(ii) contact details and identification information;
(iii) financial information, including information about transactions and trading history with us; and
(iv) information about credit history.

2.2 Situations where information is collected

Personal information may be collected in the following situations by STELLAR:
(a) if an individual contacts us, we may keep a record of that communication or correspondence;
(b) if an individual submits an application or curriculum vitae or another form required to be completed by an individual to enable and/or facilitate services and/or employment to be provided by us;
(c) when applying for and/or establishing and/or accessing an account with us or ordering products or services from us;
(d) when conducting certain types of transactions such as cheque or credit card purchases or refunds;
(e) when an individual submits their contact details to be included on our mailing lists;
(f) when an order is placed with us to purchase goods we may require individuals to provide us with contact information including name, address, telephone number or email address and financial information (such as credit card details) for the purposes of processing and fulfilling such an order; and
(g) when CCTV footage is recorded at any of our premises.

2.3 Manner of collection

(a) At or before the time the personal information about an individual is collected by us, we will take reasonable steps to ensure that the individual is made aware of who we are, the fact that the individual is able to gain access to the information held about the individual, the purpose of the collection, the type(s) of organisations to which we may usually disclose the information collected about the individual, any laws requiring the collection of the information and the main consequences if all or part of the information is not collected.
(b) We usually collect personal information about individuals directly from the individual. However, sometimes we may need to collect personal information about individuals from third parties for the purposes described below in this Policy. The circumstances in which we may need to do this include, for example, where we need information from a third party to assist us to process an application or an order (such as to verify information an individual has provided or to assess the individual’s circumstances) or to assist us to locate or communicate with the individual.

2.4 How information may be held

(a) STELLAR may hold personal information about an individual in physical form or in electronic form on our systems or the systems of our IT service providers.
(b) The personal information that we hold about individuals is protected by physical, electronic, and procedural safeguards and we also require our service providers that hold and process such information on our behalf to follow appropriate standards of security and confidentiality. Any personal information we collect from an individual or about an individual is kept securely and held on secure servers in controlled facilities.
(c) STELLAR trains its staff and others who work for it on how to handle personal information appropriately and we restrict access to what is necessary for specific job functions.

2.5 Period of retention of information

(a) STELLAR may retain personal information collected or provided to us including:
(i) telephone recordings of calls to our hotlines and contact numbers;
(ii) CCTV security footage from our business premises; and
(iii) client files including individuals’ personal information, contact information, financial and transactional information;
to enable us to verify transactions and customer details and to retain adequate records for legal and accounting purposes.
(b) STELLAR will retain personal information collected for such minimum or maximum periods as it is required by law depending on the type of information collected. But for any minimum or maximum periods of retention required by law, we will safely destroy personal information once it is no longer required.

3 USE AND DISCLOSURE OF PERSONAL INFORMATION

3.1 Purposes of collection

(a) STELLAR may, as permitted by law, use or disclose personal information held about an individual as permitted by law and for the business purposes for which it is collected (e.g. provision of our services, including administration of our services, notifications about changes to our services, record-keeping following termination of our services and technical maintenance), that is, to carry on our business activities and provide services to our customers.
(b) We may also use such information about individuals for a purpose related to the primary purpose of collection and where the individual would reasonably expect that we would use the information in such a way. This information is only disclosed to persons outside our business in the circumstances set out in this Policy or as otherwise notified at the time of collection of the information.
(c) STELLAR’S business purposes for which personal information is collected, used and disclosed may include:
(i) processing an application or product order or service request (including verifying a person's identity for these purposes);
(ii) managing our products and services or other relationships and arrangements, including processing receipts, payments and invoices;
(iii) assessing and monitoring credit worthiness;
(iv) detecting and preventing fraud and other risks to us and our customers;
(v) responding to inquiries about applications, accounts or other products, services or arrangements;
(vi) understanding our customers' needs and developing and offering products and services to meet those needs;
(vii) researching and developing our products and services and maintaining and developing our systems and infrastructure (including undertaking testing);
(viii) ensuring workplace health and safety and productivity of employees at our workplace premises;
(ix) dealing with complaints;
(x) meeting legal and regulatory requirements, for example various Australian laws may expressly require us to collect/and or disclose personal information about individuals, or we may need to do so in order to be able to comply with other obligations under those laws; and
(xi) enforcing our rights, including undertaking debt collection activities and legal proceedings.

3.2 Additional disclosure situations

In addition to the above, we are permitted to use or disclose personal information held about individuals:
(a) where the individual has consented to the use or disclosure;
(b) where we reasonably believe that the use or disclosure is necessary to lessen or prevent a serious, immediate threat to someone's health or safety or the public's health or safety;
(c) where we reasonably suspect that unlawful activity has been, is being, or may be engaged in, and the use or disclosure is a necessary part of our investigation or in reporting the matter to the relevant authorities;
(d) where such use or disclosure is required under or authorised by law (for example, to comply with a subpoena, a warrant or other order of a court or legal process);
(e) where we reasonably believe that the use or disclosure is necessary for prevention, investigation, prosecution and punishment of crimes or wrongdoings, or the preparation for, and conduct of, proceedings before any court or tribunal or the implementation of the orders of a court or tribunal by or on behalf of an enforcement body; and
(f) where a customer (being the individual or related to the individual) has requested a service to be provided by us and we are required to disclose the information to a third party in order to facilitate the provision of the service. In most, if not all cases, any such disclosure will be with the consent of the individual.

3.3 Third parties to whom information may be disclosed

Third parties to whom we may disclose personal information about individuals in accordance with our business purposes set out above may include:
(a) our legal advisors;
(b) our IT service providers;
(c) regulatory bodies in Australia;
(d) our financial advisors;
(e) participants in financial and payment systems, such as banks, credit providers, and credit card associations;
(f) guarantors and security providers associated with individuals;
(g) debt collectors;
(h) cloud information storage providers; and
(i) other trade suppliers;

3.4 Use of personal information by third parties

STELLAR, subject to having complied with its obligations under this Policy, makes no warranty in relation to, and will not be liable for, any misuse or loss of personal information by third parties to whom we are authorised to provide personal information under this Policy.

4 DIRECT MARKETING

4.1 We may carry out direct marketing

As part of STELLAR’S functions and business activities and to promote the services we can provide to our customers, we may be permitted to use personal information about individuals that individuals have provided to us for the purposes of direct marketing. Direct marketing includes, but is not limited to, sending information to and/or contacting individuals in relation to promotions relating to us.

4.2 Opting out of direct marketing

(a) All recipients, including individuals, can opt out of receiving direct marketing communications by sending an email to our Privacy Officer, at the email address shown in the ‘Contacting us’ section of this Policy.
(b) In any direct marketing communication we remind recipients of their right to opt out of receiving direct marketing communications.

4.3 Third party marketing

STELLAR does not engage in the practice of selling client information for marketing purposes, but does not warrant that third parties who receive personal information of its clients will not undertake marketing activities with that information. If you experience harassment or spamming from a third party that we have engaged with, please let us know, and we will endeavour to take such action as is reasonably possible for us to take.

5 ANONYMITY AND PSEUDONYMITY

Individuals would generally have the option of dealing with us anonymously. However, this only applies where it is not impracticable for us to deal with individuals acting anonymously or under a pseudonym. For example, individuals making general enquiries of STELLAR may do so anonymously or under a pseudonym. However, if the dealing with us is for us to supply goods and services and/or to enter into contractual relations (such as a commercial credit account) with a customer that is the individual or is associated with the individual, then it is impractical for such individuals to deal with us on an anonymous basis or under a pseudonym.

6 WEBSITE AND LINKS

6.1 Our websites

STELLAR advertises and carries on business through a number of websites pertaining to our business, including:
https://www.stellarhair.com, https://www.stellarhair.com.au, https://www.stellarhair.co.nz and any other website that contains a link to this Policy.

6.2 Website terms and conditions

(a) Each of our websites collects personal information pursuant to this Policy except as otherwise stated on the website.
(b) A website may display additional terms and conditions for access and use of the website which apply in addition to this Policy.

6.3 Cookies

(a) STELLAR collects information from its websites using IP files or “cookies”. When a user visits our websites to read, browse or download information, our system will record/log the user’s IP address (the address which identifies the user’s computer on the internet and which is automatically recognised by our web server), date and time of the visit to our website, the pages viewed and any information downloaded.
(b) Cookie information collected will only be used for the purpose of site analysis and to help us offer improved online services. We may automatically collect non-personal information about users such as the type of Internet browsers used or the website from which the user linked to our websites. Individuals cannot be identified from this information and it is only used to assist us in providing an effective service on our websites.
(c) You can stop your browser receiving or accepting cookies at any time, however the use of cookies is necessary for certain functions on our websites to work properly and therefore we cannot assure you that you will be able to access and enjoy all functions of our website.

6.4 Third party links

Our websites may contain links to other websites and those third party websites may collect personal information about individuals. We are not responsible for the privacy practices of other businesses or the content of websites that are linked to our websites. We encourage users to be aware when they leave our website and to read the privacy statements of each and every website they frequent.

7 SECURITY AND STORAGE OF INFORMATION

7.1 Our commitment

STELLAR places a great importance on the security of all information associated with our clients and others who deal with us. We have security measures in place to reasonably protect against the loss, misuse, unauthorised access and alteration of personal information and other data under our control.

7.2 Security and storage methods

(a) All personal information and other data held is kept securely and that which is held electronically is held on secure servers in controlled facilities.
(b) Information stored within our computer systems or by our agents who provide electronic storage facilities can only be accessed by those entrusted with authority and computer network password sanctions.
(c) we consult with IT service providers to implement reasonable levels of firewall, malware detection and data security procedures.

7.3 Electronic transmissions

No data transmission over the internet can be guaranteed to be absolutely secure. As a result, whilst we strive to protect users' personal information, we cannot ensure or warrant the security of any information transmitted to it or from its online products or services, and users do so at their own risk. Once we receive a transmission, we make every effort to ensure the security of such transmission on our systems.

7.4 Banking information and payment requests

(a) We will never email you or telephone you requesting your credit card or bank account details except in connection with a purchase that you are making by email or telephone.
(b) In all cases, we recommend that if you receive a communication purported to be from us requesting payment or banking information, we recommend that you separately contact us via our publicly available telephone contact details to verify the authenticity of the request.

7.5 Data breach and response

STELLAR has developed a data breach response plan which ensures compliance with the mandatory notification requirements of Part IIIC of the Act.

8 TRANSFER OF INFORMATION OVERSEAS

8.1 Use of cloud services

STELLAR may utilise local and overseas cloud services for the purpose of storing information. Your credit information may be disclosed to our cloud service provider for that purpose. While our cloud service providers are located in Australia, the country location of our cloud service providers may periodically change.

8.2 Other disclosures

Except as provided above, or in connection with the use of cloud services, we are unlikely to disclose personal information of an individual to overseas recipients. Personal information will only be disclosed by us to overseas recipients in accordance with Australian Privacy Principle 8, such as if the disclosure is required by Australian law.

9 ACCESS TO AND CORRECTION OF PERSONAL INFORMATION

9.1 Our commitment

STELLAR is committed to and takes all reasonable steps in respect of maintaining accurate, timely, relevant, complete and appropriate information about our customers, clients and website users.

9.2 Access to information

(a) Any individual may request access to personal information about them held by STELLAR. Such a request for access to personal information is to be made to our Privacy Officer, whose details are set out below.
(b) We will respond to any requests for access or correction within a reasonable time of receipt of the request, but by no later than 30 days of the request being received.
(c) Please note that we do require that, as part of any request by an individual for access to personal information, the individual verify their identity so that we may be satisfied that the request for access is being made by the individual concerned.
(d) Please note that we are not required to give an individual access to personal information in circumstances where:
(i) we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety; or
(ii) giving access would have an unreasonable impact on the privacy of other individuals; or
(iii) the request for access is frivolous or vexatious; or
(iv) the information relates to existing or anticipated legal proceedings between us and the individual, and would not be accessible by the process of discovery in those proceedings; or
(v) giving access would reveal the intentions of STELLAR in relation to negotiations with the individual in such a way as to prejudice those negotiations; or
(vi) giving access would be unlawful; or
(vii) denying access is required or authorised by or under an Australian law or a court/tribunal order; or
(viii) both of the following apply:
(A) we have reason to suspect that unlawful activity, or misconduct of a serious nature, that relates to our functions or activities has been, is being or may be engaged in;
(B) giving access would be likely to prejudice the taking of appropriate action in relation to the matter; or
(ix) giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or
(x) giving access would reveal evaluative information generated within STELLAR in connection with a commercially sensitive decision-making process.
(e) If we refuse to provide an individual with access to their personal information or to correct the personal information held by us about them, then we will provide reasons for such refusal. Such reasons will set out the grounds for refusal, the mechanisms available to complain about the refusal and any other matters that are required by the Act.

9.3 Correction of Information

(a) Inaccurate information will be corrected upon receiving advice to this effect. To ensure confidentiality, details of an individual’s personal information will only be passed on to the individual if we are satisfied that the information relates to the individual.
(b) From time to time, and having regard to the purpose of the collection and use of personal information about individuals, we may contact individuals to seek confirmation that the personal information provided to us by the individual is accurate, up-to-date and complete.

10 COMPLAINTS

10.1 Making a complaint

If an individual has a complaint about this Policy or our collection, use or safe disposal or destruction of personal information about the individual, any complaint should be directed in the first instance to our Privacy Officer at the contact details set out in the ‘Contacting us’ section of this Policy.

10.2 Investigation and Resolution Procedure

(a) Upon receiving a complaint we will, within 7 days, give the complainant written notice acknowledging receipt of the complaint and setting out the process of how we will deal with it.
(b) Unless a longer time is agreed by the complainant, we will investigate the complaint and make a decision within 30 days of receipt of the complaint and communicate the decision to the complainant.
(c) We aim to resolve all complaints within 30 days of receipt. If we cannot resolve a complaint within 30 days we will notify the complainant of the reasons and specify a date when we expect a decision or resolution will be made and seek the complainant’s agreement to extend the 30 day period – if the complainant does not agree, then we may not be able to resolve the complaint.
(d) It may be necessary (and it may be required by the Act), in order to deal with a complaint, to consult with a third party. Further, if, while a complaint remains unresolved, we are disclosing information subject to the complaint to a third party, we may be required to advise the third party about the complaint.
(e) If we find a complaint is justified we will resolve it and do what is required to rectify any breach.
(f) If a complainant is not satisfied with the outcome of our internal complaints procedure in respect of our privacy practices, then the complainant may refer their complaint to the Office of the Australian Information Commissioner (“OAIC”). The website for the OAIC is: www.oaic.gov.au.

10.3 Complaints Handling Policy

STELLAR has a broader Complaints Handling Policy which may be viewed at: [URL to website privacy policy landing page].

11 CHANGES TO POLICY

If we decide to, or are required to change this Policy, we will notify you of any such amendments on our websites and post changes on our Privacy Policy webpage so that users may always be aware of what information is collected by us, how it is used, and the way in which information may be disclosed. As a result, please refer back to this Policy regularly to review any amendments.

12 CONTACTING US

12.1 Contacting us

For concerns, complaints or further information regarding this
Policy and our policies and procedures regarding privacy and data security, please contact us at the following address:
The Privacy Officer – STELLAR GROUP CO
Address for postage: PO BOX 327, Labrador, Australia
Telephone: +61 1300 652 751
Email: hello@stellarhair.com.au
We will respond to your enquiry as soon as possible.

12.2 Contacting the OAIC

If you are not satisfied with our response to your enquiry and for more information on privacy legislation, please visit the website of the Office of the Australian Information Commissioner at www.oaic.gov.au.