PRIVACY POLICY

CREDIT CARD DATA AND PERSONAL INFORMATION



Smellgone assures you that information gathered is used exclusively to deliver your purchases to you and to provide you with information about our services and products. Smellgone is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our newsletters and to personalise your shopping experience with us; that's all.

Smellgone undertakes that it will never sell, trade or rent your personal details to any other company or organisation outside our parent company Catalyst Environment and Education Services, of which Smellgone is a Division.

Smellgone will never ask for your passwords for our website account logon or your financial information using email. This helps to ensure you won't be fooled by hoax emails or phishing from other people.

All Smellgone staff sign legally binding confidentiality & secrecy contracts regarding disclosure of customer details.

YOUR FINANCIAL DETAILS

We are required by Banking, Credit Card and Taxation Laws to hold your order and payment details for specified periods of time. This information is stored securely and is not available to any visitors to our website or offices. Once no longer legally required to be held, all sensitive information is disposed of properly by shredding of hard copy records or formatting of electronic media.

For your additional security, Credit Card details will not be stored on the server. For this reason you must re-enter your credit card details each time you place an order with Smellgone.

Your name, e-mail address and physical address are stored in a secure area on the server to make your ordering easier the next time that you visit.

When purchasing from Smellgone your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology.v128-bit SSL encryption is the current industry standard. If you have any questions regarding our security policy, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it.

CONTACTING YOU

We may need to e-mail you to:

  • (a) confirm your order
  • (b) advise you in the event of delays with your order
  • (c) advise you of new products, offers, competitions or information related to odours that we consider you may be interested in, via our email newsletter
  • (d) you can unsubscribe from our email newsletter at any time.
  • (e) Smellgone will never ask for your passwords for our website account logon or your financial information using email. This helps to ensure you won't be fooled by hoax emails or phishing from other people.

WEBSITE SECURITY

Smellgone uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from Smellgone only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.

Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its "IP address," and is sent automatically each time you access any Internet site. From a computer's IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.

We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.

PRICING POLICY

All of our prices are in Australian dollars (AUD) and include GST (Goods and services tax).

SHIPPING AND DELIVERY POLICY

Smellgone is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Orders are generally dispatched within 2 business days and shipping/delivery times are estimated at between 2-10 business days depending on your location within Australia. 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. Smellgone uses Australia Post and a number of different national Courier companies to deliver your purchases to you. Each delivery method is not necessarily available to all destinations so your choice of delivery options may be limited to some areas.

Shipping costs are influenced by the size and weight of the product and your location. For most smaller orders shipping costs are calculated in the shopping cart and will be added to the order total before checkout. For larger or bulky orders we will email you with the shipping cost once you have placed your order. At this time, Smellgone does NOT accept international orders through our website, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. to enquire about a special order.

REFUND/RETURNS POLICY

Smellgone aims for excellence in all aspects of customer service and offers a risk-free shopping experience. Customers who experience problems may become either 'Customers for Life' or 'Someone else's customer' depending on the manner in which the problem is resolved. Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business for goods purchased (but not at auction) if the goods are faulty, not fit for purpose or don't match description.

1. EXCHANGE OR REFUND FOR FAULTY PRODUCT

SIX (6) MONTH WARRANTY AGAINST FAULTY MATERIALS, PRODUCT OR MANUFACTURE

Smellgone guarantees all items/products fault free at time of dispatch and will replace OR refund (at the customer's option) any item/product that suffers a fault arising from faulty materials or manufacture for a period of 6 months after receipt by the customer, fair wear and tear excepted.

If you are unhappy with your product purchase:

Contact us by email This email address is being protected from spambots. You need JavaScript enabled to view it. telling us your invoice number and description of the problem. In most cases there is no need to return the product but we will let you know if we would like the product or the remaining portion of the product to be returned. Method of return (if requested by Smellgone) along with postal or freight costs will be decided and paid by Smellgone. If the customer chooses Refund, Smellgone will refund the purchase price of the item and the freight cost. If the customer chooses replacement of the product, Smellgone will replace the product or if a discontinued item, will offer a suitable replacement. Smellgone will pay the cost of freight/postage.

2. INCORRECT CHOICE

We endeavour to provide you with the most suitable product from our range, to control your odour problems, based on the information you provide to us. We rely on you to accurately describe the odour problem and either through viewing our Frequently Asked Questions section and/or asking us a question directly, for you to decide which product you would like to purchase. Smellgone has no control over how you use or apply our products, our suggested application methods and rates are for your information only. Therefore Smellgone does not refund or exchange for incorrect choice or if you simply change your mind.

3. NOTE

This Returns Policy does not negate your statutory rights.

SHELF LIFE OF LIVE BACTERIAL PRODUCTS

All Smellgone's treatment products contain live microbes (bacteria, fungi and yeasts). Not all microbes are in each product, the efficacy of our products is based on the particular microbes we choose for a particular task. For example, our GT Treat for grease traps has species of bacteria specially selected for their ability to digest, completely eat and get rid of grease, fats and oils. Our CD compost additive has fungi and bacteria species specially selected for their ability to break down, digest and release the nutrients from hard to degrade plant material such as palm leaves, twigs and small branches.

All our treatment products have a minimum 'Best Before' date of 6 months from the time you receive them. Some of our liquid products have a 2 year Best Before and a few of our granular or powder products have an incredible 5 year Best Before. We will generally tell you the expected Best Before life for each product. If it doesn't say, then it is 6 months, our minimum.

Products are still useable after their expected Best Before date, it is just that some of the microbes can't last as long as some of the others, without food. After their Best Before date, microbe numbers may be less than when you first bought them.

Storage Conditions All our microbial products prefer cool (15-25 C), dark storage conditions. However DO NOT put them in the fridge or freezer. The fridge will severely slow them down and some may die. The freezer will kill them. Putting them in the fridge or freezer will void your warranty.

Avoid storing them in direct sunlight, try and store them below 40 C. A comfortable temperature for you is also a comfortable temperature for them.

Adding Other Things to Smellgone Products Do not add them to other preparations or additives without asking us first. There are some additives that can be used, but cleaners, disinfectants, antibacterial products, strong acids, alkalis or alcohols will seriously affect the microbes or kill them off completely. Check with us first.