Privacy Policy
The privacy of your personal information is afforded the highest level of importance by Highgrove Bathrooms Pty Ltd. We are bound by the Privacy Act 1988 (Cth) regarding the manner in which we handle your personal information and how we respond to your requests to access and correct it. This document sets out our information handling procedures and the rights and obligations that both you and we have in relation to your personal information.
How we collect your information
We primarily collect information about you through correspondence we engage in with you, for example, through application forms, telephone conversations and emails. We also collect information from sources that are publicly available such as websites, journals and phone books. Sometimes, we collect information about our customers from our sales agents and distributors who have direct contact with you on our behalf. We do not make use of cookies on our website to collect personal information about visitors to the site.
Kinds of information that we hold about you
We only hold information about you if it is relevant to providing the services and products that we provide. Such information generally includes your name, contact details, type of business, payment details, account number, records of correspondence and billing statements. If you are one of our suppliers, we may collect other information about you that we feel is necessary, such as the nature of the products or services that you supply, quotes that you provide and your direct credit details. If you are a non-profit organisation that we have agreed to assist, we may collect information about how you make use of the products or services that we provide to you.
How we hold your information
Depending on the circumstances, we may hold your information in either hardcopy or electronic form, or both. Our client database is held in electronic format.
How we use your information
We use your personal information: to provide you with our products and services; to administer our customer relationship with you; for internal purposes such as procedural assessments, risk management, product and service reviews, staff training, accounting and billing; and to identify, and inform you of products and services that may be of interest to you. If you are one of our suppliers, we may use your information to facilitate our business relationship with you, for example, to assess goods or services that you supply or to review a commercial proposal that you have put to us.
How we disclose your information
Generally, we will only disclose your personal information for a purpose that is related to the product or service that we are providing to you. This may include disclosures to organisations that provide us with professional advice, such as solicitors, accountants and business advisors, and to contractors to whom we out-source certain functions, such as mailing houses, electronic network administrators and debt collection agencies. However, where possible, we take contractual measures, and in all other circumstances, take all reasonable measures, with our contractors to ensure that they comply with the privacy standards set out in the Privacy Act 1988 (Cth). If the information we are disclosing is of a highly sensitive nature, we require our contractors to complete their work in-house and do not permit them to disclose information to sub-contractors. We may also disclose information where it is expressly permitted under the Privacy Act 1988 (Cth), for example, where it is with your consent or where we are legally required to do so, such as under a court order or taxation laws.
How we secure your information
We hold all hardcopy and electronic records of personal information in a secure manner to ensure that they are protected from unauthorised access, modification or disclosure. Our staff follow strict information handling procedures and we only permit those staff whose tasks require use of your information to access it. We delete your personal information once it is no longer needed or required to be kept by law by shredding hardcopy records and deleting electronic records.
Your right to lodge a complaint
If you are not satisfied with how we have handled your personal information, you are entitled to lodge a complaint with the Federal Privacy Commissioner. Information regarding how to lodge a complaint is available from the Commissioner's website at www.privacy.gov.au or by ringing the Commissioner's information line on 1300 363 992. However, before investigating a complaint, the Commissioner is legally required to be satisfied that you have first expressed your concern to us to afford us an opportunity to resolve the complaint directly, unless it is inappropriate for you to do so. You may lodge a complaint with our Privacy Officer either by mail at Highgrove Bathrooms Pty Ltd PO Box 889, Ashmore City QLD 4214, by telephone on 07 5597 4772 or by email to admin@highgrovebathrooms.com.au and we will inform you of who will handle your complaint and you may contact our Privacy Officer to enquire about its stage of progress at any time. We will go to great lengths to ensure that your complaint is resolved to your satisfaction.
Highgrove Trading Pty Ltd ("Highgrove Bathrooms") uses cookie technology on our website in order to record the preferences of users and provide information and services to website visitors. Cookies are small pieces of data that a website transfers to your computer for record keeping and experience customisation purposes.
Most web browsers are set to accept cookies. Cookies are useful to estimate the number of users and determine overall traffic patterns through our websites. Cookies are also used to record the preferences of users and optimise the design of our websites. They make navigation easier and increase the user-friendliness of our websites. Personal data can only be saved in cookies if you have given your consent or if it is essential for technical reasons, e.g. to enable a secure login.
Furthermore, third parties may utilise cookies to collect information about the content you view on Highgrove Bathrooms website. Highgrove Bathrooms currently utilises third-party cookies in some sections of our websites. The length a user’s computer stores cookies is determined by the user’s browser settings. We do not collect personally identifiable information about you; rather, we use cookies to track behaviours over the Internet and for the purpose or online re-marketing.
Third-party vendors such as Google show our ads on websites across the Internet and based on past visits to our website, use cookies to serve ads that are relevant to you. Some of the tags that are used on our websites include, but are not limited too, container tags (such as Google tag manager), which include retargeting tags and analytics tags. These tags provide us with aggregated knowledge and information on website behaviour and user preferences.
By using our website, you consent to the use and storage of cookies on your end device. However, you can also view our website without cookies. If you do not wish to receive any cookies you may set your browser to refuse cookies. This may mean you will not be able to take full advantage of the services available on our websites and your user experience may be limited.
Last updated August 2023
Highgrove Bathrooms Privacy Statement
Highgrove Bathrooms (ABN 60 109 091 981) (“we”, ”us” or “our”) knows that our use, collection and protection of your personal information is important. We respect your personal information and privacy and are committed to keeping your personal information safe.
This Privacy Policy outlines:
• the kinds of information we collect and hold about you;
• the kinds of sensitive information we collect;
• how we collect your personal information;
• the purpose by which and how we collect, use and disclosure your personal information;
• cross border disclosure;
• when we will use your personal information for direct marketing;
• how we keep your information secure;
• how to access, update or correct your personal information; and
• how you can make a privacy complaint.
We are bound by the Privacy Act 1988 (Cth) (“Privacy Act”) and specifically, the Australian Privacy Principles in Schedule 1 of that Act (“APPs”) on which this Privacy Policy is based.
This Privacy Policy applies to customers, potential customers, suppliers, service providers, contractors, secondees, potential employees, temporary staff and generally does not apply in relation to our current or former employees.
Last updated August 2023
1. THE COLLECTION OF PERSONAL INFORMATION
1.1 Types of information we collect and hold
We collect information that is reasonably necessary for or directly related to one or more of our services. The types of personal information we collect include but are not limited to your:
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name;
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gender;
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contact details;
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address details;
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registration and driver’s licence details;
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credit card and bank account details;
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other financial information;
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cookies and website tracking;
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educational qualifications and resume.
Anonymity
Where appropriate, we provide you with the option of remaining anonymous when entering into transactions with us, unless such anonymity would be considered unlawful or impracticable. If you elect not to provide us with your personal information, we may not be able to provide you with our products or services.
Sensitive Information
Generally, we do not collect sensitive information. However, we may collect sensitive information about you (for example, health information and criminal record checks if you are using our careers page) if we have your express consent or if the collection is required or authorised by law.
1.2 How we collect your personal information
We take steps to ensure that we collect personal information by lawful means, and obtain your personal information in various ways, including but not limited to:
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when you contact or correspond with us;
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when you phone one of our stores, Head Office or require support;
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when you attend one of our premises, sponsored events or trade shows;
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if you order a product or service from us;
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via our websites if you choose to supply the information to us by entering your information into the interactive sections on our websites (for example, enquiry forms, account profile pages, blogs, social networking features and the like). Please be aware that any information you post or disclose on these websites may be available to other site visitors and the general public (depending on the privacy settings you have in place);
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when you attend a (product) focus group, review a product or complete a survey;
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via social media;
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from publicly available sources (including but not limited to commercially available sources such as data aggregators and public databases) and also information that you or others may post about yourself online e.g. social media pages. This information may include things like name, demographic, interests and other publicly observed data. We (or our service provider on our behalf) may combine this information from information with other information including information we collect directly from you. We may also associate information about your use of our digital services over time with your personal information, e.g. where on any occasion you have logged in, followed a link sent to you by email or where we have otherwise been able to identify you;
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from third party service providers;
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when you apply for work with us;
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when you purchase products from us;
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from other related or Highgrove Bathrooms companies;
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from government bodies, enforcement and regulatory authorities.
Where you provide personal information about other individuals to us (for example, joint purchasers, family members or referees), we rely on you to inform those individuals that you are providing their personal information to us and tell them about this Privacy Policy.
Last updated August 2023
2. PURPOSE OF COLLECTION, USE AND DISCLOSURE OF PERSONAL INFORMATION
2.1 How we use personal information
Primarily we collect personal information so we can provide you with the best possible products and services that we and our authorised stores have to offer, to create a more personalised experience for you, and in order to comply with our legal, regulatory, industry or workplace requirements. More specific purposes include but are not limited to:
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any purpose which we inform you about when we collect your personal information or to which you have provided your consent;
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any purpose relating to buying & selling,
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if you wish to own or already own a franchise of our products and/or services;
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customer assistance, care, contact and information;
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fulfilling and processing orders and administering accounts;
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marketing, event and promotional activities;
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informing you of special events or offers;
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market research, customer surveys, customer analysis and product development;
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accounting, billing or other internal administrative purpose;
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recruitment purposes;
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to administer our customer relationship with you;
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for internal purposes such as procedural assessments, risk management, product and service reviews, staff training, accounting and billing;
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to identify, and inform you of products and services that may be of interest to you;
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If you are one of our suppliers, we may use your information to facilitate our business relationship with you, for example, to assess goods or services that you supply or to review a commercial proposal that you have put to us.
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to comply with industry, legal and regulatory requirements; and/or
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where permitted or required by law, a court or tribunal.
2.2 Disclosure
During the course of our day-to-day business, we may disclose your personal information to third parties outside our organisation, including but not limited to:
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those that you have consented we disclose your personal information to, either impliedly by your conduct, verbally or in writing;
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our authorised partners;
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contracted service providers including but not limited to advertising and marketing agencies, financiers, insurers, mailing houses, printers, organisations that assist us to conduct promotions or market research, payroll service providers, recruitment agencies, debt collectors, data analysts, IT service providers, database storage and service providers, cloud service providers and professional advisors;
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to other members that are part of, related to or associated with the Highgrove Bathrooms (whom maybe based overseas see 2.3 below);
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for the purposes of facilitating or implementing a sale or transfer of all or part of our assets or business; and/or
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as required by an enforcement authority, regulator, law, court or tribunal.
However, where possible, we take contractual measures, and in all other circumstances, take all reasonable measures, with our contractors to ensure that they comply with the privacy standards set out in the Privacy Act 1988 (Cth). If the information we are disclosing is of a highly sensitive nature, we require our contractors to complete their work in-house and do not permit them to disclose information to sub-contractors. We may also disclose information where it is expressly permitted under the Privacy Act 1988 (Cth), for example, where it is with your consent or where we are legally required to do so, such as under a court order or taxation laws.
2.3 Cross border disclosure
In the ordinary course of our day-to-day business activities and those of our related and associated entities and service providers, your personal information may be transferred, accessed, processed and/or stored in various countries within Asia, Africa, Europe and North America and other parts of Australasia. Where we arrange for work or services to be undertaken on our behalf, that work is undertaken under conditions of confidentiality and may result in your personal information being transferred, accessed, processed and/or stored (for example, on clouds or servers) in various countries for the purpose of service delivery to us or you.
Unless an exception applies in the Privacy Act, prior to disclosing personal information to overseas recipients we will take reasonable steps in the circumstances to ensure that the overseas recipient adheres to the APPs.
2.4 Direct marketing
Direct marketing involves us communicating directly with you to promote the sale of our goods and services. This can be achieved by an array of methods including for example, by mail, telephone, e-mail or SMS/IM/MMS and potentially by third parties on our behalf. We will obtain your consent prior to using or disclosing your personal information for direct marketing purposes.
We do not actively market to children or knowingly collect personal information about children without parental consent. Whilst we do take steps to ensure that children’s privacy and rights are not compromised, it is ultimately the responsibility of parents to monitor their children’s internet usage.
2.4.1 Electronic/Digital communications
Where we electronically/digital communicate with you (e.g. by instant messaging, SMS/IM/MMS, and other mobile phone messaging (but excluding voice to voice communications)) for the purpose(s) mentioned above, we comply with the Spam Act 2003 (Cth) as amended from time to time. We take steps to ensure that our electronic/ digital communications meet the following conditions, they:
(a) will only be sent with your consent, which you either provide expressly, or in very limited circumstances, that consent is inferred by your conduct or an existing ongoing business relationship;
(b) contain accurate information about us and how to contact us; and
(c) contain a functional unsubscribe facility to allow you to opt out of receiving electronic/digital messages from us in the future.
2.4.2 Do Not Call Register Act 2006 (Cth)
The Do Not Call Register Act 2006 (Cth) allows telephone numbers to be registered if they are used primarily for domestic or private purposes in order to allow you to opt out of receiving most telemarketing calls or marketing faxes. If you have registered your private or domestic number on the register, then we will not contact you for telemarketing purposes for example, offering to sell you goods or services except if you have expressly opted in to receive direct marketing phone calls from us of which you can opt out of at any time.
However, we will still contact you for purposes that are not telemarketing purposes, including but not limited to the following:
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product recall, issue and fault rectification calls;
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appointment reminder and rescheduling calls;
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calls relating to payments;
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calls relating to a contract or the subject matter of contract we have with you; and
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solicited calls.
2.4.3 Opting out
If you do not wish to receive direct marketing, electronic/digital communications or telephone calls from us for direct marketing purposes, you can opt out at any time. Please let us know by contacting us marketing@highgrovebathrooms.com.au. When you opt out, we will stop sending the material until such time as you change your preferences.
If you elect not to receive any direct marketing material from us, you are likely to miss out on special product and service promotions, invitations to events, publications and other items that fall into this category.
2.5 Promotional information
We would like to send you promotional information about goods and services that we believe may be of interest to you, however, we understand that you may not wish to receive such material. If so, please inform our Privacy Officer of this in writing by mail at Highgrove Bathrooms Pty Ltd PO Box 889, Ashmore City QLD 4214, or by email to marketing@highgrovebathrooms.com and we'll ensure that your name is removed from out mailing list.
Last updated August 2023
3. SECURITY OF PERSONAL INFORMATION
3.1 Integrity and quality of personal information
We take reasonable care to ensure that personal information we use, store and subsequently destroy/delete (where relevant) meets certain quality requirements, in that the personal information is accurate, up to date and complete.
3.2 Security of personal information
While care is taken to protect your personal information, unfortunately no data transmission over the internet is guaranteed as being 100% secure. Accordingly, we cannot guarantee the security of any information you send to us or receive from us online. That is particularly true for information you send to us via email as we have no way of protecting the information until it reaches us. Once we receive your personal information, we are required to protect it in accordance with the Privacy Act.
Highgrove Bathrooms follows the APP’s policies, guidelines and standards to secure your information. We continually train and remind our staff of the importance of keeping information safe and secure.
We have adopted active security measures to ensure that your personal information is kept safe from misuse, interference, loss, unauthorised access, disclosure and modification, such as:
(a) System security: Our systems are password protected and can be accessed only by people authorised to do so. Our policies require us to encrypt confidential information, for instance, when you provide information to us using our website or when you send information from your computer to us. Security is inbuilt into the design and operations of our systems through the use of firewalls, ethical hacking and virus scanning tools.
(b) Physical security: Our premises are protected against unauthorised access by way of cameras, alarms and security services.
(c) Data retention: If personal information is no longer required for the purpose for which we are permitted to use, disclose or legally retain it, then we will permanently remove from a record any information by which an individual may be identified in order to prevent future re-identification from the data available. We retain information as long as needed to comply with the law or our own corporate policies and procedures.
Whilst we seek to keep your personal information secure, errors may occur from time to time and we will act quickly to investigate them and implement measures to avoid them from happening again (where possible).
We will at no time sell, rent or trade your personal information to or with any other unrelated entity.
We hold all hardcopy and electronic records of personal information in a secure manner to ensure that they are protected from unauthorised access, modification or disclosure. Our staff follow strict information handling procedures and we only permit those staff whose tasks require use of your information to access it. We delete your personal information once it is no longer needed or required to be kept by law by shredding hardcopy records and deleting electronic records.
Last updated August 2023
4. ACCESS, CORRECTION, COMPLAINTS AND ENQUIRIES
We take reasonable steps to ensure that information we collect, hold or disclose about you is accurate, complete and up to date.
4.1 Access to information we hold about you
At any time you can request access to information we hold about you. We aim to respond to your request within 30 days. We may charge a reasonable fee for information requests.
Whilst we are obliged to provide you with access to your information, there are exceptions and those are outlined in the Privacy Act. If one of the exceptions applies to your access request, we will (if reasonable in the circumstances) work with you and attempt to provide you with access in a way to meet both of our needs. If it is reasonable in the circumstances, we will also notify you in writing if we have determined to refuse access to your personal information due to one of the exceptions listed above and the reasons for that refusal.
4.2 Correction of information we hold about you
We also encourage you to actively engage with us and let us know when your details change or if your personal information needs correction or updating via our contact information provided below.
4.3 Complaints and enquiries
If you are not happy with the way we have handled your personal information or believe that we have breached the Privacy Act or APPs then please contact us and we will try our best to resolve the matter with you. For security reasons, we request that complaints, requests for access to or correction of personal information or any enquiries or questions concerning privacy matters be put in writing and either e-mailed or posted to:
The Privacy Officer
Highgrove Bathrooms
PO Box 889, Ashmore City QLD 4214,
(07) 5501 1500
marketing@highgrovebathrooms.com
We may also require proof of your identity.
For information about privacy generally, or if your concerns are not resolved to your satisfaction, please contact the Office of the Australian Information Commissioner at www.oaic.gov.au and on 1300 363 992.
Last updated August 2023
5. CHANGES TO THIS PRIVACY POLICY AND OBTAINING A COPY OF THIS POLICY
We make this Privacy Policy available on our websites and will provide a copy of this Privacy Policy to anyone who requests it free of charge.
We may review and update this Privacy Policy from time to time to ensure it is current. If such a review or update does occur, the most current version of the Privacy Policy is placed on our websites.
Last updated August 2023
6. Further information
We are happy to provide you with further information regarding your privacy. If you have any queries or requests in this respect, please contact our Privacy Officer either by mail at Highgrove Bathrooms Pty Ltd PO Box 889, Ashmore City QLD 4214, by telephone on (07) 55 011 500, or by email to marketing@highgrovebathrooms.com.
6.1 Fraud
Highgrove Bathrooms reserves the right to conduct and implement fraud detection processes, including without limitation to validating your credit card details. If your nominated payment method triggers our fraud prevention protocols, we may contact you to confirm additional details, or rescind the transaction. In this case, your Order must pass our fraud prevention protocols before it will be fulfilled. If you do not provide the requested information within the required time frame, your Order will be cancelled and payment returned, if applicable, to the method you originally paid. These information requests are sent to help protect credit card holders from online fraud.
6.2 Risk & Liability
6.2.1 Risk and title in the Goods pass to you on the date and time of delivery of the Goods to you by the Delivery Agent or when collected in store through Click & Collect.
6.2.2 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 for compensation for any other 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.
6.2.3 We may provide an additional warranty in addition to your Consumer Law rights and remedies. Any additional warranties given provide you with benefits in addition to the Australian Consumer Law rights and remedies. When provided, the warranty period, provisions and the person providing the warranty relating to your purchase vary according to the product you have purchased. Please refer to product packaging and brochures to determine the warranty term and warranty conditions for your purchase.
6.2.4 We exclude to the fullest extent possible under Law, all implied terms and warranties whether statutory or otherwise, relating to the subject matter of these Terms.
6.2.5 You represent and warrant to Us that We will not be liable for any expense or injury (including indirect loss such as loss of revenue, profits, anticipated savings, goodwill or business opportunity, injury to your reputation) in contract, tort, under statue or otherwise, howsoever caused including arising directly or indirectly from or in connection with these Terms.
11.6. Our liability to you for loss or damage of any kind arising out of these Terms will be reduced or limited to the extent (if any) that you cause or contribute to the loss or damage.
6.3 Termination
We may, at our discretion, terminate the agreement for the supply of Goods to you:
a) for convenience, at any time, on giving notice to you; or
b) immediately if We reasonably believe that you have breached these Terms and:
i. that the breach is not capable of remedy; or
ii) if you have been provided with notice of the breach, and you have failed to remedy that breach within 14 days (where the breach is able to be remedied).
6.4 General
6.4.1 See Highgrove Bathrooms’ Website Terms for further information on trade marks, copyright and other applicable terms including those relating to use of the Site.
6.4.2 We reserve the right at all times to make changes to these Terms. Any variations to these Terms will take effect from posting on the Website. The Terms which apply at the time you place an Order are those that govern that Order.
6.4.3 Any provision of these Terms that is prohibited or unenforceable in any jurisdiction is ineffective as to that jurisdiction to the extent of the prohibition or unenforceability. That does not invalidate the remaining provisions of these Terms or affect the validity or enforceability of that provision in any other jurisdiction.
6.4.4 Our failure or delay to exercise a power or right under these Terms does not constitute as a waiver of that power or right, and Our exercise of a power or right does not preclude its future exercise or the exercise of any power or right.
6.4.5 The laws of Victoria, Australia govern this agreement. Your transaction is deemed to have taken place in Docklands, Victoria.