PRIVACY POLICY

At Universal Fans we are committed to protecting your privacy and being open and transparent with our data collection practices. 

Universal Fans’ Privacy Policy explains how we handle your Personal Information and how to contact us or make a complaint about your privacy.

We may need to update this policy from time to time but if we do, we will post the updated version on this page. The current version of this policy was last updated in November 2024. 

This Privacy Policy applies to Universal Fans (we, us).

What is Personal Information

The Privacy Act 1988 (Cth), defines Personal Information as information or an opinion about an identified individual, or an individual who is reasonably identifiable:

  • (a) whether the information or opinion is true or not; and
  • (b) whether the information or opinion is recorded in a material form or not.

Any time we use the term Personal Information in this policy, we are referring to this legal definition of the term.

What Type of Information Do We Collect?

The types of Personal Information that we collect about you depends on which products and services you use, how you transact or interact with us and our relationship with you. These may include:

Identity and Contact Information: This is information we need to confirm your identity such as your name, contact details including shipping address, email and telephone details.

Transaction and Interaction Information: This is information about how you transact and interact with us such as purchases and orders and your product and service preferences. It also may include your responses to surveys or feedback you may provide us.

Financial Information: This includes information like your payment history, credit history, income details, bank and cheque account details and credit card details and promotional discounts details. 

Online Activity: This includes information about how you interact with our websites, apps, ads, social media profiles and electronic communications including what you click on. It may also include software versions, device identifiers (like IP address), device location, dates, times, file metadata, referring website/app, data entered, and user activity such as links clicked, app installations, app launches, adding items to a basket, adding items to a wish list and making purchases. This may be done via the use of cookies, tags and pixels.

We partner with Microsoft Clarity and Microsoft Advertising to capture how you use and interact with our website through behavioural metrics, heatmaps, and session replay to improve and market our products/services. Website usage data is captured using first and third-party cookies and other tracking technologies to determine the popularity of products/services and online activity. Additionally, we use this information for site optimization, fraud/security purposes, and advertising. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

Profile Information: This includes information about you including your general location, your preferences, interests and opinions.  

Sometimes you may provide Personal Information about other individuals to us. In those cases, it’s your responsibility to tell them you’re giving us their Personal Information and about this Privacy Policy. 

How Do We Collect Personal Information

We collect your Personal Information in a number of ways.

You provide it to us
You might provide us with your Personal Information in circumstances such as:

  • When you purchase or order any product or service from us.
  • When you contact us directly such as to make an inquiry or a complaint or to provide feedback, seek a refund or attend an event.
  • If you are a supplier or service provider, in connection with the supply of products and services by your business.
  • When you set up an account with us.
  • When you subscribe to any of our mailing lists.

We collect it ourselves
We may collect information ourselves such as:

  • When you use our websites, apps or via social media platforms
  • Gaining insights through reviews, reporting and analysis
  • Through the use of digital technologies like cookies, tags and pixels. These may also come from third party services (e.g. Facebook/Instagram) for the purpose of collecting data to enable website or app security, continuity, preference recall, performance measurement, personalised advertising and analytics.

We collect it from other sources

We might collect your Personal Information from other sources such as:

  • Publicly available sources, including from Australian Government agencies (such as the Australian Securities and Investments Commission), internet search and social media platforms.
  • Any person authorised to act on your behalf or provide your Personal Information to us.
  • Credit reporting bodies and other credit providers.
  • Anyone sharing information with us for loss prevention and/or law enforcement purposes.

Our websites may contain links to other websites and apps which are owned or operated by other parties. If you access any third party website or app from our website, Personal Information about you may be collected by that third party website or app. We are not responsible for information on, or the privacy practices of such websites or apps.

Do You have to Provide Your Personal Information To Us?

If you choose not to provide us with your Personal Information when requested we may not be able to provide all of our products and services to you. For example, we will not be able to deliver products to you without your address details.

What do we use and disclose Personal Information For?

We collect, store, use and share Personal Information in a number of ways. including to provide and improve our products and services personalise our services and operate our business effectively. We set out some examples below.

– Transactions, Accounts and Promotions

We use your Personal Information to handle transactions you make with us including:

  • Processing payments for products and services
  • Providing advice regarding our products and services
  • Delivering our products and services
  • Providing refunds and exchanges
  • Undertaking product recalls
  • Conducting competitions and events
  • Assessing any application that you make to us for a credit account
  • Conducting surveys, reviews and other market research activities and analytics

– Communication
We use your Personal Information to communicate with you including to advise on, promote and advertise our products and services and to consider and process feedback and complaints that you may make to us.

– Improvement of our services and customer experience
We may use your Personal Information to maintain and improve our products, services and processes and to develop new ones including:

  • To monitor our sales of products and services and for quality control purposes, including undertaking customer surveys and analysis, or seeking feedback from customers.
  • To assist in determining your product or service preferences and preferred store locations such as your closest store when using our websites.
  • To monitor and measure the use of our websites, including web-based referral channels, data entered and user activity such as links clicked.

We may use inferred characteristics produced through data analysis, for improving products and service offerings

Marketing, Advertising and Personalisation
Subject to applicable laws and opt out requests we may use Personal Information to identify your preferences and to personalise advertising and content displayed to you as well as other direct marketing, personalised communications and identifying similar types of customers.

How do you opt out or unsubscribe

You can opt out of direct marketing by using the opt out details provided in our direct marketing communications or in the case of targeted online advertising, by managing your preferences in digital platforms such as Google or Facebook.

Analysis and reporting
We may use Personal Information to understand your preferences and interests and to produce other insights including:

  • To undertake data processing, data analysis and matching, market research or trend analysis to better understand your requirements, behaviour and preferences; and to offer products or provide services of greater interest to you or engage in direct marketing.
  • To personalise your experience, enhance the products and services you receive, and to tell you about products and services that may be of interest to you.

Safety, Security and fraud detection
To help prevent and detect fraud and protect the health, safety and security of our customers, team members and others including:

  • To verify identity.
  • To assist us, our service providers, Related Companies, and other third parties who we share information with for loss prevention or law enforcement purposes in investigating and preventing any potential, suspected or actual breaches of law, fraudulent activities and other misconduct.
  • In the case of images from facial recognition software, for loss prevention or customer and team member safety purposes.

Legal
We use Personal Information to meet our legal and regulatory requirements and engage in other legal processes, including:

  • To manage and resolve disputes.
  • To exercise and defend our legal rights.
  • To comply with, or otherwise act in accordance with, laws which apply to us.

Corporate/Other Services
We may also use your Personal Information:

  • To evaluate, facilitate and manage mergers and sales of businesses.
  • For any purpose disclosed to you at the time Personal Information is collected.
  • In the case of personal information relating to our suppliers or service providers, to manage the provision of products and services to us.

 

Who Do We Share Personal Information With

We may share your Personal Information with a range of third parties who assist us in carrying on our business including:

  • To facilitate the provision of products and services to you (including repairs and customer recalls), e.g. product manufacturers, suppliers, couriers and installers.
  • Marketing, advertising and promotions.
  • Undertaking data monitoring, analysis and matching activities, monitoring trends in customer preferences or transactions and the operation and maintenance of our website, online services or apps.
  • Displaying advertising or content (including personalised advertising) on or from third party platforms based on your Personal Information or preferences (e.g. Facebook, Instagram).
  • Assisting in investigating and preventing any potential, suspected or actual breaches of law, fraudulent activities or other misconduct.

We may also share your Personal Information with other parties, including:

  • Credit reporting agencies and credit providers, to assist in assessing any applications for a credit account or to conduct data analysis.
  • Law enforcement agencies, government agencies or other third parties, where required under or permitted by law.
  • Parties providing administrative and operational services to us in connection with our business, including financial institutions, security services providers, market research or feedback collection companies, payment processers and collectors, mailing houses and card manufacturers and those bodies’ service providers.
  • Professional advisers such as lawyers, auditors and accountants.
  • Other persons disclosed to you at the time the Personal Information is collected.

Do We Share Personal Information Overseas

Where we share your Personal Information with third parties outside of Australia , we require these parties to take appropriate measures to protect your information and ensure the sharing is in accordance with applicable law.

How Do We Protect Personal Information

Your Personal Information may be stored by us in various forms including both electronic and hardcopy sometimes with the assistance of data storage service providers. We have put in place a range of security measures to protect the Personal Information under our control from misuse, interference, loss, unauthorised access, modification or disclosure.

We do not store credit card details you use on our website. We use secure merchant services such as ANZ egate for credit cards and you will be directed to these merchant services’ websites for payments. You may also be directed to a third party website through a hyperlink or other means on our website. Third party websites should contain their own privacy policies and those third parties are responsible for their own privacy policies and processes.

How Can You access or correct Personal Information

You may request access to, and correction of, your Personal Information held by us by contacting us here. You will need to verify your identity when requesting access to, or correction of, your Personal Information so that we can ensure your Personal Information is disclosed only to you.

How can you ask questions or make a complaint

You can direct any questions or complaints about this Privacy Policy to the Universal Fans Privacy Officer via our contact form here.
We’d like the chance to resolve any complaints you have. However, after you have contacted us and if you are not satisfied with the outcome, or if we don’t respond to you within 30 days of you making the complaint, then you may, contact the Office of the Australian Information Commissioner (Australia

Office of the Australian Information Commissioner
Website: www.oaic.gov.au
Phone: 1300 363 992