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General Terms and Conditions

General Terms and Conditions

These terms and conditions apply to the use of this website and the ordering, purchase, fulfilment and delivery of products from www.vileda.com.au. Please review the following Terms and Conditions carefully before placing your order.  These Terms and Conditions contain important information about the ordering, processing, fulfilment and delivery of goods or services from this website.

Freudenberg Household Products Pty Ltd operates this website and is a subsidiary of the Freudenberg Group (referred to as “we", "our" and "us" in these Terms and Conditions).

Delivery Policy

It is your obligation to enter the correct delivery address details at time of ordering.  If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.  We will arrange for the dispatch of your order with 3 to 5 working days.  Unfortunately, we are unable to guarantee time of delivery.  It is the responsibility of the customer to inform us if an order does not arrive.  Once we learn an order has not arrived by the due date, we will lodge enquiries with the courier to ensure delivery occurs as soon as possible.  We will not be held liable for any loss or damage resulting from late delivery.  Please note that if an item has been lost in transit, we will not despatch a replacement item immediately.  Replacement items will be despatched at our discretion.  Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.  Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.

Refund Policy

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. In addition to your rights under the Australian Consumer Law, if you receive a product that you believe is faulty, we will offer you a voucher to replace the item or purchase another item from our website at our expense as an alternative remedy. It will be your responsibility to mail the item back to our postal address listed below.

To the extent permitted by law, if you receive a product that you believe is not what was expected and is not covered by your rights under the Australian Consumer Law, we will replace the item or refund your money at our discretion.  It will be your responsibility to mail the item back to our postal address listed below.

Privacy Policy

We are committed to protecting your privacy.  We collect your personal information for the purposes of developing our relationship with you, providing you with goods and services that you have requested and information about offers, promotions, goods or services, which we believe may be of interest to you, responding to your inquiries, creating and maintaining your account, and ensuring you comply and adhere to these Terms and Conditions. If all or part of this information is not provided, we may not be able to provide these services.  We disclose personal information to our related companies which provide us with (or assist us to provide) goods and services, as well as our service providers so that they can provide you with products or services on our behalf or help us to provide you with the requested products or services. When you provide us with your personal information, you give us your consent to store your personal information on servers located in Australia or by our related bodies corporate in Germany. We respect the right of users to remain anonymous and will endeavour not to knowingly disclose user identities unless directed by a court of law.  Our privacy policy (available at http://www.vileda.com/au/customer-service-shop/data-privacy) contains information about making a complaint and how we respond to complaints, as well as accessing or correcting the information we hold about you. You can contact us via our contact details set out below.

"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive.  Our cookies do not contain any personally identifying information.  They allow you to place your online order and to login once you are subscribed.  Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that.  You will need cookies enabled to use our website.

Your Consent

By using our website, you consent to the collection, use and disclosure of this information by us.  If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Secure Transactions

We offer Credit Card processing through Secure Pay, a business of Australia Post.  Credit Card payments are made directly through Secure Pay’s secure payment gateway to insure your personal and credit card details are kept safe.  None of your payment details are stored, ensuring your details are protected.  For more information regarding the Secure Pay payment gateway please go to www.securepay.com.au.

Contact information

If you require further information regarding these terms and conditions or have any questions please contact us at esales.aus@fhp-ww.com, call us on 1800 500 513 or write us at

Freudenberg Household Products Pty. Ltd.

Head Office: Level 1, 635 Canterbury Road Surrey Hills Victoria 3127

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