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Privacy Policy

Tessence Pty Ltd is dedicated to protecting your privacy. Any
information, we collect about you, is kept securely.
This policy applies to all of our dealings with you whether through
our website or head office. Our policy is updated from time to time
and we encourage you to check our website regularly for updates.

Information We Collect

In order to conduct business with you and deliver our products and
services to you we collect contact information including your name,
addresses, phone numbers, email address and other personal

How We Collect Your Information

We collect information from you when you fill out a product or service
application or an administrative form (eg a change of address form) or
when you give us personal information over the telephone or counter,
or through our websites.

In certain cases we collect your personal information from third
parties. For example, we may need to collect personal information from
a credit reporting agency, your representative (such as a legal
adviser), your financial adviser, your employer or publicly available
sources of information or any of the other organisations identified

Protecting Your Information

Tessence Pty Ltd protects information received by establishing
appropriate physical, electronic and managerial procedures to
safeguard the information we collect. This helps prevent unauthorised
access, maintains data accuracy and ensures that the information is
used correctly.

In line with modern business practices we may disclose your personal
information to the organisations described below. Where your personal
information is disclosed we will seek to ensure that the information
is held, used or disclosed consistently with relevant privacy

Organisations we may disclose your information to include those:

  • Involved in providing, managing or administering your
    product or service such as third party suppliers, other affiliate
    organisations, loyalty and affinity program partners, printers,
    posting services and call centres that are providing a service on
    behalf of Tessence.
  • That are affiliate organisations within the Tessence group
    who wish to tell you about their products or services that might
    better serve your needs or promotions or other opportunities, except
    where you tell us not to.
  • Involved in maintaining, reviewing and developing our
    business systems, procedures and infrastructure including testing or
    upgrading our ecommerce systems
  • Involved in a corporate re-organisation involving a transfer
    of all or part of the assets or business of the organisation
  • Involved in the payments system including financial
    institutions, merchants and payment organisations
  • Involved in product planning and development
  • Which are your representatives including your legal advisers
  • Required or authorised by law, for example, to government or
    regulatory bodies for purposes related to public health or safety, the
    prevention or detection of unlawful activities or to protect public
  • Where you have given your consent.

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website. These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with the embedded content if you have an account and are logged in to that website.

How We Use Your Information

Information we collect from you is principally used to provide our
products and services to you. It may also be used for invoicing, to
assess credit applications, to protect against fraud, to arrange
deliveries, for analysis, reporting and training purposes, to
personalise your shopping experience, or to keep you informed about
products and services that may be of interest to you.

Your Privacy on the Web

We take care to ensure that the personal information you give us on
our websites is protected. For example, our websites have electronic
security systems in place that require users to login to view
information. It is important to protect your user ID and password to
prevent unauthorized access to your account. If you believe your login
has been compromised or your account accessed without your authority,
please notify us immediately.

Our sites may place cookies in your browser to manage logins, place
items in a shopping cart, provide more relevant information to you the
next time you visit and for reporting and analysis purposes. A cookie
is a piece of information that is deposited by our webserver when you
visit the website, and is stored on your computer’s hard drive by your
web browser. On revisiting the website, our server will recognise
these cookies, giving us information about your last visit. Most
browsers accept cookies automatically, but usually you can alter the
settings of your browser to prevent automatic acceptance.

Every time you connect to our websites, web server logs will be stored
which show your IP address (the unique number which your machine uses
when it is connected to the Internet); how you found our site; what
you looked at; whether the page request was successful or not, and
which browser and operating system you used to view the pages. The use
of this data is strictly for statistical and personalisation purposes.
This helps us understand which areas of the site are of particular
interest and also which pages are not being requested. It also tells
us how many hits and page requests we receive and alerts us to
problems on the site that need fixing.

Links to Other Sites

You may be able to access external websites by clicking on links we
have provided. Those other websites are not subject to our privacy
standards, policies and procedures. You will need to contact or review
those websites directly to ascertain their privacy standards, policies
and procedures.

Your Sensitive Information

Without your consent we will not collect information about you that
reveals your racial or ethnic origin, political opinions, religious or
philosophical beliefs or affiliations, membership of a professional or
trade association, membership of a trade union, details of health,
disability, sexual orientation, or criminal record.

This is subject to some exceptions including:

  • Where the collection is required by law
  • When the information is necessary for the establishment,
    exercise or defense of a legal claim.
  • Resolving your privacy issues
  • If you have any issues you wish to raise with us, or would
    like to discuss any issues about our Privacy Policy, then you are able
    to do so a number of ways:
  • Speak directly to our staff and they will do their best to resolve
    your issue. If investigation is required, we will keep you advised of
    progress. If staff are unable to resolve the matter, it will be
    escalated as appropriate to facilitate resolution.
    Call our office on 1300 433 333 any time between 9am and 4pm Monday to
    Friday EST.
    Email your issue to

Accessing the Personal Information We Hold

You can request access to the personal information we hold. We may
charge you our reasonable costs to provide that information when you
request it.

Under certain circumstances, we may lawfully withhold the information
we hold. For example:

  •  If access would pose a serious threat to the life or health
    of any individual.
  • If access would have an unreasonable impact on the privacy of others
    exercise or defense of a legal claim.
  • If a request is frivolous or vexatious.
  • If the information relates to a commercially sensitive
    decision making process
  • If access would be unlawful
  • If access would prejudice enforcement activities relating to
    criminal activities and other breaches of law, public revenue, a
    security function or negotiations with you
  • If there is a current legal dispute subject to resolution proceedings
  • If denying access is required or authorised by or under law

We will give you reasons if we deny access.

Requests for access to information must be submitted in writing.

Keeping your personal information accurate and up-to-date
We aim to make sure that the personal information we collect, use or
disclose is accurate, complete and up-to-date. We will take reasonable
steps to make sure this is the case. If you believe your personal
information is not accurate, complete or up to date, please contact

Contacting Us

For more information about our Privacy Policy, please call 1300 433
333 and ask to speak to a Customer Service Representative.

Shipping Policy

Tessence aims to ensure you receive your orders quickly and efficiently.


All orders are dispatched within 2 business days. Shipping times may
be between 2 and 7 business days depending on your location within


Shipping will be charged for all orders unless otherwise specified.
Shipping costs are calculated based on the size, weight and
destination of the order. Exact shipping costs are calculated in the
shopping cart and will be added to the order total before checkout.


Tessence ships Australia-wide and only Australian orders may be placed
through our website at this time. If you wish to place an order that
requires international shipping please contact us on 1300 433 333.

Customer Service Policy

Tessence is committed to providing exceptional customer service and
quality products.


We value communication with our customers. Our website contains our
address, email address, contact form, and phone number. In the event
you experience any problems with our product or delivery, please
contact us immediately.

Ordering from Our Website

We endeavor to make sure that all products listed on our website are
currently in stock and pricing is true and correct. Standard delivery
timeframes are between 3 and 8 business days. In the event that an
ordered item is not available or we are unable to fulfill your order
we will notify you within 2 business days to arrange an agreeable
alternative item, a backorder or a full refund.

Refund Policy

Please choose carefully. We do not normally give refunds if you simply
change your mind or make a wrong decision.

Faulty Goods

You can choose between a refund, exchange or credit where goods are
faulty, have been wrongly described, are different to the product
purchased on the website or doesn’t do what it is supposed to do.

Damage in Transit

Tessence uses only reputable transport services and packs products
well to avoid damage in transit. If your products have been damaged in
transit please contact us and we will arrange to have the products
returned to us to be repaired or replaced.

Australian Consumer Law

Tessence is a wholly Australian owned company. All products purchased
from us come with the usual protections of Australian consumer law.

Your Responsibilities

It is your responsibility to inspect the products on delivery. If you
are unsatisfied with the quality, condition or specifications of the
products delivered, contact us within one business day and raise your
concern. Refunds will not be processed where you unreasonably delay
contacting us or fail to inspect the product upon delivery.


Any refund approved under this policy will be made using the same
payment method you used to purchase the product. Refunds will
generally be processed within 14 days.