This Privacy Policy explains how Basfoods collects, holds, uses and discloses personal information when you visit www.basfoods.com.au, purchase our products or communicate with us.
1. Who we are
The Basfoods website is used by two associated businesses:
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Basfoods Direct Pty Ltd as trustee for the Basfoods Direct Unit Trust (“Basfoods Direct”) operates the ecommerce, retail supermarket and direct-to-consumer parts of the website.
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Basfoods International Pty Ltd as trustee for the Basfoods International Trust (“Basfoods International”) operates the importing, wholesale distribution, warehousing, foodservice and export parts of the business and the corresponding parts of the website.
In this policy, “Basfoods”, “we”, “us” and “our” refer to Basfoods Direct and Basfoods International, depending on which business you interact with.
The two businesses use some shared systems and administrative services and may share personal information where reasonably necessary to operate the website and provide their services.
2. Information we collect
Depending on how you interact with us, we may collect:
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your name, telephone number and email address;
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billing, delivery and business addresses;
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account and login details;
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order, payment-confirmation, delivery, return and refund information;
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products you view, purchase or add to your cart;
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wholesale, retailer, supplier, foodservice and export enquiries;
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marketing preferences;
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reviews, enquiries and customer-support correspondence;
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device, browser, IP address and website-usage information; and
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information needed to prevent fraud, protect our systems or comply with the law.
Payment details are generally processed by our payment providers. We may receive limited information about the payment, such as its status or transaction number, rather than complete payment-card details.
3. How we collect information
We may collect personal information:
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directly from you when you place an order, create an account, contact us, subscribe to marketing or submit a review;
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automatically through cookies and similar technologies;
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from payment, delivery and other service providers;
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from retailers, suppliers, distributors and commercial partners; and
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from publicly available sources where permitted by law.
If you do not provide information we reasonably require, we may be unable to process an order, respond to an enquiry or provide a requested service.
4. How we use information
We may use personal information to:
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process orders, payments, deliveries, returns and refunds;
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create and manage customer or commercial accounts;
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respond to retail, wholesale, supplier and other enquiries;
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provide customer support;
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operate, protect and improve our website and services;
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personalise website content;
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understand how our website is used;
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manage relationships with customers, retailers, suppliers and distributors;
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prevent fraud and investigate security incidents;
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send marketing where permitted by law;
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comply with legal and regulatory obligations; and
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protect our legal rights.
We will not use personal information for an unrelated purpose unless you consent or the use is permitted or required by law.
5. Cookies and analytics
Our website uses cookies and similar technologies to operate the online store, remember preferences, understand website use, protect transactions and support advertising.
We use Shopify to operate our online store. Information about Shopify’s cookies is available in the Shopify Cookie Policy.
We also use Microsoft Clarity and Microsoft Advertising. These services may collect information about website interactions, including through heatmaps and session recordings. We use this information to improve our website, prevent fraud and measure advertising. Further information is available in the Microsoft Privacy Statement.
You can control cookies through your browser settings and any cookie controls available on our website. Disabling cookies may affect how parts of the website work.
6. Marketing
Where permitted by law, we may send you marketing by email, SMS or other channels.
You can unsubscribe at any time by using the link in an email, following the instructions in an SMS or contacting us. Unsubscribing from marketing will not stop necessary messages about your orders, account or enquiries.
7. When we share information
We may share personal information with:
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Basfoods Direct or Basfoods International where reasonably necessary;
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website, hosting and technology providers, including Shopify;
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payment processors and financial institutions;
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delivery, warehousing and fulfilment providers;
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retailers, suppliers, distributors and commercial partners;
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customer-support and review providers;
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analytics, advertising and marketing providers, including Microsoft;
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professional advisers and insurers;
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regulators, courts or government authorities where required or permitted by law; and
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another party where you have requested or authorised the disclosure.
We do not sell personal information in the ordinary meaning of “sell.”
8. Overseas providers
Some of our technology, payment, analytics, advertising and storage providers are located outside Australia or use overseas infrastructure, including in the United States.
When required by Australian privacy law, we take reasonable steps to ensure overseas recipients handle personal information appropriately. Overseas recipients may also be subject to the laws of their own countries.
9. Security and retention
We take reasonable steps to protect personal information against loss, misuse, interference and unauthorised access, modification or disclosure.
We retain personal information only for as long as reasonably necessary for our business and legal purposes. When it is no longer required, we take reasonable steps to delete or de-identify it.
No method of electronic storage or transmission is completely secure. Please contact us promptly if you believe your information or account has been compromised.
10. Access and correction
You may ask to access the personal information we hold about you or request that inaccurate information be corrected.
Contact us using the details below. We may need to verify your identity before responding. If we cannot fulfil your request, we will explain why where required by law.
11. Children’s privacy
Our website is intended for a general audience and is not directed specifically to children.
If you believe a child has provided personal information to us without appropriate consent, please contact us.
12. Third-party websites
Our website may contain links to websites operated by other organisations. Those websites are governed by their own privacy policies, and we are not responsible for their privacy or security practices.
13. Complaints
If you believe we have mishandled your personal information, contact us at admin@basfoods.com.au.
Please provide enough information for us to understand and investigate your complaint. We will acknowledge and respond to it within a reasonable period.
If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner or call 1300 363 992.
14. Changes to this policy
We may update this Privacy Policy when our practices, services or legal obligations change. The current version will be published on our website with its updated date.
15. Contact us
Questions, requests and complaints can be directed to:
Email: admin@basfoods.com.au
Telephone: (03) 9381 1444
Basfoods Direct
419 Victoria Street
Brunswick VIC 3056
Australia
Basfoods International
423 Victoria Street
Brunswick VIC 3056
Australia