Your information, handled with care.

This Privacy Policy describes how Solace handles personal information when you use our website, purchase our products, communicate with us, subscribe to marketing or otherwise interact with our business.

Where the Privacy Act 1988 (Cth) and the Australian Privacy Principles apply to us, we handle personal information in accordance with those requirements. Other privacy, consumer or communications laws may also apply depending on the circumstances.

The personal information we collect depends on how you interact with us. It may include:

• your name and contact details, including email address, telephone number and delivery or billing address;
• order, transaction and purchase information;
• information you provide when contacting customer support or making a return, refund or warranty request;
• marketing preferences and communication history;
• website and device information, such as browser type, device identifiers, IP address and interactions with our website;
• information associated with reviews, surveys, competitions or other voluntary communications with us; and
• other information you choose to provide to us.

We do not intentionally request sensitive information unless it is reasonably necessary for a legitimate purpose and its collection is permitted by applicable law.

We generally collect personal information directly from you when you place an order, create or use an account, subscribe to communications, contact us, submit a form, participate in a promotion or otherwise interact with our website.

We may also receive information through technologies used on our website or from service providers that help us operate our business, process transactions, fulfil orders, provide customer support, analyse website activity or deliver advertising.

Where required, we will take reasonable steps to make you aware of relevant information about a collection at or around the time it occurs.

We may collect, hold and use personal information for purposes including:

• processing, fulfilling and delivering orders;
• processing payments and managing transactions;
• providing customer service and responding to enquiries;
• administering returns, refunds, guarantees and product support;
• communicating important information about an order or our services;
• operating, securing, maintaining and improving our website and business;
• understanding how customers use our website and products;
• preventing or investigating suspected fraud, misuse or security incidents;
• sending marketing where permitted and managing your marketing preferences;
• complying with applicable legal, tax, accounting or regulatory obligations; and
• other purposes disclosed to you or permitted by law.

Our website may use cookies, pixels, tags, local storage and similar technologies to operate the website, remember preferences, understand website performance, measure interactions and support marketing or advertising activities.

Some of these technologies may be provided by third parties. Depending on your location and the technologies in use, you may have choices available through browser settings, consent tools or other controls provided on our website.

Disabling certain technologies may affect how some parts of the website function.

Where permitted, we may use your contact information to send news, product information, offers or other marketing communications.

You can opt out of marketing emails by using the unsubscribe link provided in the communication or by contacting us.

Opting out of marketing does not prevent us from sending non-promotional communications that are reasonably necessary in connection with an order, customer service request or existing transaction.

We do not disclose personal information simply because another organisation would like to market to you.

We may disclose personal information where reasonably necessary to organisations that help us operate our business, including:

• website, ecommerce and technology providers;
• payment processors and financial service providers;
• warehousing, fulfilment, postal and delivery providers;
• customer support and communications providers;
• analytics, advertising and marketing service providers;
• professional advisers such as accountants, insurers or legal advisers;
• fraud prevention and security providers;
• government authorities, regulators, courts or law enforcement where required or authorised by law; and
• a purchaser, adviser or relevant party in connection with a genuine proposed or completed business transaction.

These providers may process information on our behalf or, depending on the circumstances, for their own purposes under their respective privacy practices.

We take reasonable steps appropriate to our circumstances to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.

Those measures may include technical, organisational and access controls appropriate to the nature of the information and the systems used to process it.

No method of electronic transmission or storage can be guaranteed to be completely secure. If you believe information associated with you may have been compromised, please contact us promptly.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, to manage our relationship with you, and to satisfy applicable legal, accounting, tax, fraud prevention or dispute-resolution requirements.

When personal information is no longer required to be retained, we take reasonable steps to destroy it or de-identify it where required and appropriate.

You may contact us to request access to personal information we hold about you or to ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to a request. In some circumstances, applicable law may permit or require us to refuse access or correction. Where required, we will explain the reason and any available complaint mechanisms.

If you believe we have not handled your personal information appropriately, please contact us using the privacy contact details on this page.

Please provide enough information for us to understand your concern. We will review the matter and aim to respond within a reasonable period.

Where the Australian Privacy Principles apply and you are not satisfied with our response, you may have the right to raise the matter with the Office of the Australian Information Commissioner or another relevant regulator.

Our products and website are not intended to encourage children to provide personal information to us without appropriate involvement from a parent or guardian.

If you believe a child has provided personal information to us in circumstances where it should not have been collected, please contact us so that we can review the matter.

Our website may contain links to or integrations with third-party websites, platforms or services that we do not control.

The handling of personal information by those third parties may be governed by their own privacy policies. We encourage you to review their privacy information where relevant.

We may update this Privacy Policy from time to time to reflect changes to our information-handling practices, technology, services or legal obligations.

The updated version will be published on this page with a revised 'Last updated' date. Where appropriate or required, we may also provide additional notice of material changes.