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Customer Charter, Change of mind policy & privacy policy

CUSTOMER CARE

M&J Ventures Customer Charter

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Your Rights Under the Australian Consumer Law

When purchasing goods and services from a business, consumers are provided with automatic guarantees and rights under the Australian Consumer Law (ACL).

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The ACL states that goods must match any descriptions provided, be safe, lasting, and with no faults, and function as they are meant to. Services must be provided with acceptable care, skill, and technical knowledge and give the results that the consumer and the business have agreed on. These guarantees and rights provided by the ACL are known as ‘Consumer Guarantees’.

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While M&J Ventures provides our own guarantees under the M&J Ventures Customer Charter, our goods also come with the benefit of the Consumer Guarantees that cannot be excluded under the Australian Consumer Law. These Guarantees mean that you are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

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Consumer Guarantees generally apply for an amount of time that can be considered reasonable given factors such as the type and cost of the product or any representations made regarding the good’s longevity.

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Change of Mind Returns

M&J Ventures understands that you will not always be able to test and handle our products prior to purchase and that’s why we are proud to offer a 14-day Change of Mind Policy for many of our Exclusive Brand items.

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Whilst we offer a 14-day Change of Mind Policy for many of our Exclusive Brand items, it is important to note that Consumer Guarantees do not apply if you simply change your mind, find the item cheaper elsewhere, decide you did not like the purchase, or have no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing.

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Manufacturer Support - Faulty Products & Consumer Guarantees

Our team will of course be happy to assist you directly in relation to any issue you may experience with your product. However, in most instances, where you experience an issue with a product that comes with a manufacturer's warranty, you can also contact the manufacturer in relation to that issue. The manufacturer will often be able to provide a faster assessment than us. Many manufacturers will have dedicated support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.

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M&J Ventures Support - Faulty Products & Consumer Guarantees

M&J Ventures will provide a repair, replacement or refund in accordance with the M&J Ventures Minimum Voluntary Warranty Policy as explained in the table below. The M&J Ventures Minimum Voluntary Warranty Policy outlines the minimum remedies we will provide and the minimum time periods in which these are offered. These minimum time periods and remedies do not supersede your rights and guarantees under the ACL.

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If a product has become faulty, or is no longer of acceptable quality as outlined in the ACL, please contact M&J Ventures via email at admin@mandjventures.com.au or visit the M&J Ventures website. You will need to provide proof of purchase in the form of an order reference, a copy of your invoice, or by contacting us using the email address that was used to complete the order. M&J Ventures may request further evidence of the reported fault in the form of photos or video and may provide some simple troubleshooting steps prior to proceeding with a claim. This information is important in order to confirm that the item is faulty and that this was not the result of misuse or accidental damage. M&J Ventures reserves the right to have returned goods assessed at a nominated repair centre within a reasonable timeframe to determine the nature of any issues and whether or not the goods are faulty or otherwise not as described.

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You are required to return any goods that were originally provided along with the product. Where possible, we recommend that you retain the original packaging to ensure safe transit of your product to our returns centres. Should a replacement or refund be provided, it is a requirement that you have made your best effort to return all included goods provided with the purchase.

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M&J Ventures reserves the right to not provide a remedy in accordance with the M&J Ventures Return Policy where the fault in the goods was caused by an accident that occurred after the unit was delivered or is due to misuse or incorrect/unauthorised installation, an unauthorised modification, where the goods have been misused or used other than for their disclosed purpose. The M&J Ventures Return Policy does not apply to general wear and tear and normal ageing of the product.

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Staff Code of Conduct

M&J Ventures staff must ensure that your Consumer Guarantees as provided under the ACL are not limited in any way. Where a Consumer Guarantee offers a remedy above what is offered by the M&J Ventures Customer Charter, you will be offered the greater resolution.

Limiting your rights may include:

  • Informing you that you must contact the manufacturer for a remedy

  • Advising that you are not entitled to a repair, replacement or refund when a product has become faulty through no fault of your own within the timeframes advised by the M&J Ventures Customer Charter, or what would be considered reasonable under the ACL

  • Failing to address any claims in a timely manner and provide a remedy in accordance with the M&J Ventures Customer Charter or Consumer Guarantees provided under the ACL

  • Failing to escalate or address any dispute you have in relation to the minimum timeframes and minimum remedies outlined in this document, or where you believe these may infringe on the rights and guarantees provided under the ACL

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Should you believe that M&J Ventures staff conduct is not in accordance with our own guidelines or have breached our responsibilities under the ACL, you can request that your case be escalated to a Customer Service Manager for review.

Expenses Incurred with Faulty Product Claims

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M&J Ventures will cover any reasonable expenses that arise in making a claim. This includes, but is not limited to, covering the cost of returning faulty goods to a nominated repair centre. Provided you follow the processes outlined by the M&J Ventures Customer Care team you will incur no costs when claiming on a genuine fault.

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More Information

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law, visit the Australian Competition & Consumer Commission (ACCC) website

Change of Mind Policy

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  1. At www.mandjventures.com.au, we stand behind Our product! That's why we offer a 14 Day Change of Mind Guarantee on all our M&J Ventures Products

Some of these products can’t be returned - usually due to health and safety reasons. If so, this is specified in the product listing.

If the Product is not one of the M&J Ventures product, the Change of Mind Policy doesn’t apply.

  1. Subject the rest of this policy, if for any reason you are unsatisfied with your purchase of a M&J Ventures product, you can contact us within 14 days of taking delivery and return the product. You will then receive a store credit for the purchase price of your product (excluding the initial delivery charges as set out in your order confirmation email).

  2. Products must be returned in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not have been damaged during the time the product is in your possession, including up until we receive the product.

  3. You must notify us via email at admin@mandjventures.com.au within 14 days of taking delivery of your product and request a return under this policy.

  4. If there is no proof of the delivery date it will be assumed to be 3 business days from the date of dispatch of the product.

  5. The product must be returned to us within 10 business days of your request to return your product.

  6. You must return the product at your own cost and you must comply with the directions for returning the product that our staff provide to you. The product will remain your responsibility during transit until they are received at the address supplied by our staff. We do not accept any liability for any loss or damage which may occur during transit.

  7. After receiving the returned product, we will issue a store credit as soon as is reasonably practicable and you will be provided with e-mail acknowledgement.

  8. We reserves the right to make changes to this Change of Mind Policy without notice.

  9. This Change of Mind Policy is in addition to the M&J Ventures Minimum Voluntary Warranty Policy.

  10. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Privacy Policy

1. Openness and transparency

M&J Ventures and its affiliates (“M&J”, “we”, “our”, “us”) are committed to protecting your privacy and respect and uphold your rights under the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) ("Privacy Act"). By using this website or providing us with your personal information, you agree to and consent to the collection, use, holding and disclosure of personal information by M&J as set out in this policy. To view the M&J Ventures privacy policy, please click here.

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2. Personal information

Personal information is information or an opinion about an individual whose identity is apparent, or can be reasonably ascertained, from that information or opinion. Personal information we may collect from you includes, without limitation, your name, address, email address, telephone number(s) and date of birth. If you link an account to your M&J customer account (for example, a Facebook account), we also collect your username, gender and avatar.

Personal information also includes credit information. Credit information is personal information or an opinion about you that has a bearing on credit that has been provided to you or that you have applied for. Credit information includes information about credit that was applied for or provided to you for domestic, household, personal or other investment purposes as well as information about you where you are a guarantor of a loan.

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3. Collection

M&J will collect personal information only by lawful and fair means and not in an unreasonably intrusive way. If it is reasonable and practical to do so, M&J will only collect personal information about you directly from you. M&J may collect your personal information from reputable third party lead generation sources for marketing purposes, but only where you have consented to the disclosure of your information to M&J and for M&J to send you marketing communications. M&J will not collect personal information unless the information is reasonably necessary for our functions and activities.

Personal information may be collected by M&J in a number of circumstances, including when you:

  • make an enquiry with us via email or telephone;

  • visit our websites;

  • lodge an enquiry or application in relation to any M&J products or services; or

  • log in to your M&J customer account using another account, such as your Facebook account.

M&J may enter into arrangements with third parties (including third parties with whom M&J has partnered to provide you with its various products or services using the M&J brand) to collect your personal information in circumstances where the third party notifies you, at the time of collection, that your personal information will be provided to M&J.

If you are applying for a product or service offered on M&J Ventures.com.au, M&J or our third party partners may also collect credit-related personal information about you as a result of credit checks that third parties carry out in connection with your application.

The kinds of credit-related personal information M&J may collect about you includes:

  • information about your identity;

  • information about consumer credit loans that you currently have applied for including:

  • repayment history information;

  • the type and amount of credit sought in each application;

  • default and payment information;

  • information about any court proceedings;

  • credit eligibility information, which is credit reporting information supplied to us by a credit reporting body, and any information that we derive from it.

If you use a pseudonym when dealing with us or you do not provide identifiable information M&J may not be able to provide you with any or all of our services as requested. If you wish to remain anonymous when you use our website do not sign into it or provide any information that might identify you.

M&J requires individuals to provide accurate, up-to-date and complete personal information at the time it is collected.

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4. What does M&J do with your personal information?

In addition to any purpose notified to you at the time of collection M&J uses your personal information for the purpose for which it has been provided, for reasonably related secondary purposes and for the purposes of:

  • providing our products and services to you;

  • providing M&J branded products and services that are provided by our third party partners;

  • our internal management, analytics and tracking needs;

  • keeping your M&J customer account updated, including with a record of products and services you previously purchased;

  • our marketing activities, including marketing activities relating to M&J branded products and services that are provided by our third party partners;

  • responding to any inquiries or comments that you submit to us;

  • improving our business, products, services or the customer experience;

  • assessing, processing and managing your applications for M&J products and services or M&J branded products and services offered by our third party partners, including to assess your credit risk and our risk;

  • any other purpose you have consented to; and

  • any use which is required or authorised by law.

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5. Disclosure of personal information

M&J may disclose your personal information:

  • to third-parties we ordinarily engage for the above purposes;

  • organisations that provide products or services used or marketed by M&J;

  • any person or entity to whom you have consented to M&J disclosing your personal information to; and

  • any person or entity to whom we are required or authorised to disclose your personal information to in accordance with the law.

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6. Access and Management

You may request access to your personal information in our customer account database, or seek correction of it, by contacting our customer service team. See section 9: Contact information.

M&J may charge a reasonable fee that is not excessive to cover the charges of retrieving your personal information from our customer account database. M&J will not charge you for making the request.

If you believe that M&J holds personal information about you in our customer account database that is not accurate, complete, up-to-date, relevant or information that is misleading then you may request its amendment and M&J will respond to your request within a reasonable time. M&J will not charge you for correcting your personal information.

If you would like to unlink an account from your M&J customer account (such as a Facebook account you used to log in) or deactivate your M&J customer account.

If M&J no longer needs your personal information for any the purposes set out in this policy, or as otherwise required by law, M&J will take such steps as are reasonable in the circumstances to destroy the information or to de-identify it.

M&J will take reasonable steps to protect the personal information it holds from misuse, interference and loss and from unauthorised access, modification or disclosure.

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7. Opting Out / Unsubscribe

At any time you may opt out of receiving marketing communications from us. Unless you opt out, your consent to receive direct marketing communications from us and to the handling of your personal information as detailed above, will continue. Each of our marketing emails will have an unsubscribe function which will allow you to unsubscribe from all future marketing communications. All of our marketing SMS messages will also contain an unsubscribe feature. Outside of these channels, you can opt out from receiving marketing communications at any time by emailing admin@mandjventures.com.au with the subject line as unsubscribe.

 

8. Cross-border disclosure

M&J may disclose your personal information to recipients overseas (including in the China and USA) to assist M&J in providing you with products or services.

M&J will take such steps as are reasonable in the circumstances to ensure that the information that is transferred to third parties located outside of Australia will not be held, used or disclosed by the recipient of the information in a manner that is inconsistent with the Australian Privacy Principles.

9. Contact information

If you require further information regarding this policy or wish to make a complaint about a breach of the APPs by M&J, please contact us at admin@mandjventures.com.au  or send mail to: Attn: General Manager, M&J Ventures, 33B Fyall Avenue, Wentworthville, NSW 2145. Our office is located at same address. A senior member of staff will review your complaint within 5 business days and respond to you in writing advising what action(s) M&J will take as a result of your complaint.

10. M&J website

When transmitting personal information from your computer to a M&J website or to a M&J branded website operated by one of our third party partners, you must keep in mind that the transmission of information over the Internet is not always completely secure or error-free. Other than liability that cannot lawfully be excluded, M&J will not be liable in any way in relation to any breach of security or any unintended loss or disclosure of that information.

M&J operated websites and M&J branded websites operated by our third party partners may use "cookies" to help personalise your online experience and save you time across the M&J Group websites (including, but not limited to mandjventures.com.au). You have the ability to accept or decline cookies. If you choose to decline cookies, you may not be able to fully experience the interactive features of the M&J Ventures websites. Some M&J Ventures websites are operated and maintained by third parties to whom M&J has partnered with to provide you with their products and services under the M&J brand. These websites will be subject to the website terms and conditions of the third party partner who operates the website, and any transactions you conduct on these websites will be between you and the third party partner.

11. Miscellaneous

M&J reserves the right to modify this Privacy Policy in whole or in part from time to time without notice and amendments will be effective immediately upon posting of the amended Privacy Policy on the M&J website.

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