Privacy Policy | e&s - Kitchen, Laundry, Bathroom

E.&S. Trading Co. (Discounts) Pty. Ltd. (“e&s”) recognise that your personal information is important to you and that you are concerned with its collection, use and disclosure.

e&s, like other companies operating in Australia, is bound by the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) which set clear standards regarding these activities.

This policy contains information about:

when you can deal with e&s anonymously/via a pseudonym;
the purposes for which e&s collects, holds, uses and discloses personal information;
the types of personal information that e&s collects and holds;
how e&s collects and holds personal information;
how you may access personal information that e&s holds about you, and how you may seek a correction of that personal information;
how you may inquire or complain about e&s’s compliance with, or a breach of, the Australian Privacy Principles and how e&s will deal with such complaints;
e&s’s likely disclosure of information overseas (and the countries where that information is likely to be disclosed).

The purpose of this policy is to provide you with information as to how e&s complies with the Australian Privacy Principles and the management of your personal information.

You may request that a copy of this privacy policy be sent to you in a particular form, and we will take steps as are reasonable to provide you with a copy in that form.

Appendix A to this policy contains further information which e&s is required to disclose under the Privacy Act 1988 (Cth) to individuals who apply in-store for credit from a third-party credit provider (such as Latitude).

When can you deal with e&s anonymously (or through a pseudonym)?

Generally, you can deal with e&s anonymously or through a pseudonym (i.e. without identifying yourself).

In certain circumstances however, e&s will ask you to provide personal information because it is required by law or e&s’s policies to do so, or because it would be impracticable to deal with you anonymously/through a pseudonym.

These circumstances include where you:

order goods online (including when you pick up such goods from one of our stores);
buy products;
purchase an extended warranty on a product;
apply to purchase goods on finance;
return goods for repair;
purchase goods to be delivered or installed;
collect goods from an e&s warehouse or storeroom;
enter one of our competitions;
submit a request, enquiry, complaint, consumer guarantee or warranty claim;
pre-order goods and when you purchase goods on lay-by.

Why does e&s collect, hold, use and disclose personal information?

e&s collects, holds, uses and discloses personal information for a number of purposes which are reasonably necessary for our business operations, which may include (but are not limited to):

providing you with quotes for products and/or services;
providing you with products and/or services you have ordered/purchased;
dealing with orders, and responding to requests, enquiries, complaints, consumer guarantee or warranty claims, and other customer care or technical support related activities;
marketing our products and services and providing advice on our products;
when acting as agent for “pro forma” brands;
seeking feedback on products you have purchased, for example, through product review surveys;
making recommendations or suggestions to you in relation to our products and services;
customer experience purposes, for example, seeking feedback on your shopping experience through customer experience surveys;
in connection with our loyalty or reward programmes and competitions;
the operation and administration of accounts;
that you may have with us;
payment processing;
processing a refund or exchange of a product;
carrying out certain checks (for example, for our fraud or theft prevention processes, if you wish to open an account with us, obtain credit from us, collect goods from an e&s warehouse or storeroom, or pick-up goods in-store that have been ordered online);
interacting with companies or organisations with whom e&s has a business relationship (where you work for, or otherwise represent, such an organisation);
reconciling payments due to e&s from service providers in relation to goods or services provided to you by those service providers;
purposes relating to any third-party acquisition or potential acquisition of an interest in e&s or its assets;
complying with our obligations under agreements with third parties (for example, our arrangements with service providers and consumer finance providers;
carrying out day to day surveillance of our stores for operational and security purposes;
general administrative purposes and internal record-keeping; and
carrying out any activity in connection with a legal, governmental or regulatory requirement that we have to comply with, or in connection with legal proceedings, crime or fraud prevention, detection or prosecution.

We may also use and disclose your personal information for other purposes related to those described above which would be reasonably expected by you.

We may also use artificial intelligence for the purposes set out in this section, such as:

customer service and support (for example, chatbots);
internal knowledge management and staff development (for example, call transcripts/summaries, and other analytics);
process optimisation and automation;
fraud detection and prevention; and
personalisation and predictive analytics.

Documents (including hard copy documents and electronic documents such as emails) which coincidentally contain personal information will also be retained in accordance with e&s’s normal document retention practices for accounting, legal and business purposes.Generally, you have no obligation to provide any personal information requested by us.

However, if you choose not to do so where we require this information, we may not be able to provide you with the goods and services that you want or deal with a request, enquiry or complaint that you have.

What personal information does e&s collect and hold?

The kinds of personal information we collect or which we may hold about you may include:

your name;
your address;
your date of birth;
your telephone number(s);
your e-mail address;
payment information;
financial information such as your bank account details;
transaction/order information;
account password(s);
details about your earnings and financial position (if you are buying products using a finance plan);
information contained on identification documents and government related identifiers (such as a driver licence) and, in some specific cases, copies of such identification documents, where we require these to verify your identity;
information on how you use our products and services;
your Internet Protocol (“ IP ”) address, server address, domain name and information on your browsing activity when you visit the e&s website (www.eands.com.au) or any other e&s website (“ Websites ”);
your user name for social networking sites that you use, to refer to, or in conjunction with, our goods and services;
personal preferences or views regarding products and services;
video and audio surveillance and recording of you when you visit one of our stores or pick up goods from a collection area;
and/or
photographic images taken of products (which may also include an image of you) when they are delivered to or installed in your home by e&s or one of its service
providers.

How does e&s collect and hold your personal information?

We collect and hold personal information in a number of ways, which may include:

when you order goods or services from us (either online, in-store or over the telephone);
when you collect goods that you have ordered from us, including from an e&s warehouse or storeroom;
when you receive a quote from us;
when you set up an account with us;
when you purchase certain products or extended warranties from us;
when you buy goods on lay-by or “duty-free” goods;
when you pay for goods by cheque;
when you pay a deposit in relation to a quote and we issue a written order to you;
when you request for a refund or exchange of a product;
when you subscribe to our catalogues or mailing lists or those of certain partners of ours;
when you subscribe to an e&s service, such as our e-newsletter or create a gift registry;
when you buy second-hand, ex-display or factory seconds/scratch and dent goods from us;
when you enter competitions or promotions that we run;
when you provide us your details for customer care/technical support purposes;
when you browse the Websites (further information is set out later in this Privacy Policy);
when you submit an enquiry on one of the Websites;
when you complete surveys or provide online feedback, complaints or product reviews;
when you publicly comment about us on social media sites (for example so that we can answer questions about our products);
through the video and audio surveillance and recording located in our stores, outside our stores (e.g. in the front entry area of a store) or collection areas (e.g. loading docks), when you visit one of our stores or pick up goods from a collection area;
and
through photographic images taken of products (which may also include an image of you) when they are delivered to or installed in your home by e&s or one of its service
providers.

Generally, e&s will only collect your personal information directly from you, unless it is unreasonable or impractical to do so.

For example, sometimes we may collect your personal information from other sources, such as information collected incidentally, concerning individuals who work for companies or organisations that have a business relationship with e&s.

Additionally, if you apply for a job with e&s, we may collect personal information about you from any third parties that you nominate as your referees in your application.

e&s holds personal information in a number of ways, including:

as part of customer records and other electronic documents on which personal information is contained, which are stored on our information technology systems and servers operated by third parties who provide services to us in connection with our business;
and
by securely storing hard copy documents on which personal information is contained, at our various premises and using third-party document management and archiving services.

Marketing

Where you have provided your consent, we may use your personal information that we have collected to promote and market products and services to you, including through methods such as email and SMS.

We will not use your personal information for marketing purposes where you have opted out of receiving such communications.

When you subscribe to e&s marketing communications, you agree to receive information relating to e&s and our products and services e.g. general marketing and product review surveys.

If you subscribe to e&s marketing communications, we may disclose your personal information in an anonymised form to third-party platforms such as Facebook, Instagram, Google and YouTube for the purposes of marketing products and services to you based on your personal information and preferences.

For example, we may actively target banners and ads to you when you are on other websites, apps and third-party platforms.

How to unsubscribe

You can unsubscribe from marketing communications at any time by using the unsubscribe facility in the relevant communication, for example, by updating your preferences in the footer of the relevant communication, or logging into your account and changing your communication preferences.

Alternatively, you may opt-out of receiving marking communications by contacting us at privacy@eands.com.au.

Please note, some email service providers such as Google and Yahoo! may have their own functions that may unsubscribe you from e&s emails. These functions may include unsubscribe buttons/options, marking emails as spam, automatic deletion/replies and/or “bouncing/blocking emails” where your inbox is considered full or invalid. Please note that if you use such functions, you may be unsubscribed from all e&s communications.

Sharing your personal information

e&s may disclose or receive personal information or documents about you, including to/from third parties, such as:

organisations that provide services to us in connection with our business, including customer support, customer experience/engagement, extended warranties, payment processing, administration, archival, data storage, data analytics, information technology, hosting, research, mail and delivery/shipping, installation, distribution, logistics, marketing, auditing, share registry, consulting, financial and legal advisory, banking and other financial institutions, debt collection, fraud/theft prevention and/or identification, security or technical services and the operation and administration of membership programs and the Websites.
In some cases these service providers may collect your personal information on our behalf;
when acting as agent for “pro forma” brands;
third-party platforms like Facebook, Instagram and Google, in an anonymised form for the purposes of displaying banners, advertising or content based on your personal information or preferences;
third parties like Google to enable us to manage information collected from the Websites and perform Website Activities (as defined in the section “Additional information for users of our Websites” below);
manufacturers and distributors of goods;
if you return goods to e&s to be repaired, third parties including our repairs system administrator, the manufacturer of the goods and authorised repairers;
law enforcement agencies to assist in the prevention, investigation and prosecution of criminal activities;
parties involved in any third-party acquisition or potential acquisition of an interest in e&s or its assets;
our insurers and insurance brokers;
if goods you purchase from e&s are subject to a product recall, the manufacturer or distributor of those goods;
where it is unreasonable or impractical to obtain information directly from you;
and
other third parties where you have specifically consented to the disclosure of information to these third parties.

Disclosure of personal information to overseas recipients

e&s is likely to disclose the personal information that it collects and holds about you to third parties who are not in Australia (such as third parties who are located in the United States of America, Singapore, the United Kingdom, the Netherlands, Israel and New Zealand) for one or more the purposes set out in this policy e.g. to provide you the goods/services you have purchased.

Some of the jurisdictions in which these third parties are located may have less protective privacy and data protections laws than Australia.

Personal information collected on behalf of other parties

e&s may collect information about you on behalf of third parties.

For example, information collected for finance providers such as Latitude Finance if you wish to purchase goods on finance.

In these cases, the documentation that you sign will set out how the personal information that you provide will be used by these third parties and the privacy policies of the third parties will apply.

e&s may also receive personal information or documents about you from these third parties where necessary in connection with the provision of goods or services by e&s.

How we deal with your personal information if you apply for a job with us

If you apply for a job with us, you may be required to provide us with certain personal information, including your name, employment and educational background, and other personal information which we may require you to provide, or which you choose to provide us, in relation to your job application.

We will hold, use and disclose that information solely for the purpose of considering your application.

In particular, in considering your application, it may be necessary for us to disclose some of that information to third parties to verify the accuracy of that information.

In such circumstances, we will disclose only such information as is necessary in the circumstances.

In considering your application, we may also collect personal information about you from any third parties that you nominate as your referees in your application.

Security of your personal information

We take protecting your information seriously.

We will take reasonable steps (including technical and organisational measures) to ensure that the personal information that we hold is stored in a secure environment to protect it from misuse, interference and loss and any unauthorised access, modification or disclosure.

How to access, correct and update your personal information

Upon your request, e&s will provide access to your personal information that we hold (except in certain circumstances set out in the Privacy Act 1988 (Cth)).

e&s reserves the right to charge you an administration fee of $25 for providing access to your personal information and will, of course, require some proof of your identity before providing information to you.

You may also request us to correct the personal information that e&s holds about you.

If you do so and we are satisfied that, having regard to a purpose for which the information is held, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, e&s will take such steps as are reasonable in the circumstances to correct your personal information to ensure that, having regarding to the purpose for which it is held, the information is accurate, up-to-date, complete, relevant and not misleading.

To request access to the personal information that e&s holds about you, or to update, correct or delete that information, please contact us at privacy@eands.com.au.

How to make a complaint

If you are concerned that the way e&s collects, holds, uses or discloses your personal information may be in breach of the Australian Privacy Principles, please send the details of your complaint to The Privacy Officer by contacting us at privacy@eands.com.au.

If you are not happy with the response you receive from e&s you are entitled under the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner.

Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).

How e&s will handle complaints

After receiving a complaint relating to e&s’s collection, holding, use or disclosure of your personal information, we will consider whether we need any further information from you to properly consider and investigate the complaint, and may request such information from you.

We will then:

conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of your personal information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles;
and
notify you of the results of our investigation of your complaint.

If the conclusion of our investigation is that our collection, holding, use or disclosure of your personal information was in breach of the Australian Privacy Principles, we will take steps to remedy the breach as soon as reasonably practicable.

We will endeavour to notify you of the results of our investigation of your complaint within 30 days of receiving your complaint.

However, if your complaint involves complex matters or requires extensive investigation and consultation, it may not be possible to respond within this timeframe.

If you are not satisfied with our response to your complaint you are entitled under the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner.

Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).

Additional information for EU customers

If you are an individual located in the European Union (“ EU customer ”), you have additional rights under the General Data Protection Regulation (“ GDPR ”), including those set out below.

You may withdraw your consent for us to process your personal information at any time.
You may request for us to “delete” or “erase” any personal information we hold about you by contacting us at privacy@eands.com.au.
Where we have processed your personal information by automated means, you may request to receive your personal information in a structured, commonly used and machine-readable format.
You may also request that, where possible, we transmit such data to another third-party controller.
If you have any concerns about how we are handling your personal information under the GDPR, you may lodge a complaint with your relevant EU supervisory authority.
You consent to the transfer of your personal information from the EU to Australia, and from Australia to other third countries, in accordance with this policy.
You may request further information in relation to the safeguards in place for any international transfers of your personal information.

Additional information for users of our Websites

If you visit the Websites to read, browse, download information or transact, our system may record information such as the date and time of your visit to the Website, your IP address, postcode/suburb, device type, browser type and operating system, the pages accessed and any information downloaded, (collectively, the “ Website Information ”).

The Website Information is anonymised and aggregated, and used for activities including:

statistical and reporting purposes;
website administration, security and maintenance purposes;
to direct you to/display material on our Websites that we believe will be of interest to you;
displaying product availability and delivery options to you; to measure traffic and visitor behaviour;
to understand the impact of online advertising, use remarketing and audience targeting;
and to market products and services to you,

(collectively, the “ Website Activities ”).

We use third parties such as Google to enable us to perform the Website Activities.

Like many websites, the Websites use “cookies”. Cookies are small text files that we transfer to your computer’s hard drive through your web browser to enable our systems to recognise your browser and your log-in status.

Cookies are used to record Website Information for the Website Activities.

The default settings of browsers like Internet Explorer usually allow cookies, but users can easily erase cookies from their hard-drive, block all cookies, or receive a warning before a cookie is stored.

Please note that some parts of the Websites may not function fully for users that disallow cookies.

The Websites may also use tags, which are tiny bits of website code that allow us to transmit Website Information for the Website Activities.

While we take great care to protect your personal information on the Websites and use state-of-the-art data transmission encryption, unfortunately no data transmission over the internet can be guaranteed to be 100% secure.

Accordingly, we cannot ensure or warrant the security of any information that you send to us or receive from us online.

This is particularly true for information you send to us via email.

We have no way of protecting that information until it reaches us.

Once we receive your transmission, we use our best efforts to ensure its security in our possession.

The Websites may contain links/plug-ins to other sites. We are not responsible for content of, or the privacy practices or policies of, those sites.

Our website may contain links to other websites of interest.

However, once you have used these links to leave our site, note that we do not have any control over that other website.

Therefore, we are not responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy policy.

You should exercise caution and look at the privacy policy applicable to the website in question.

Web push notifications

The Websites may send you an initial pop-up message when you’re on the Websites asking if you want to allow or block pop-up notifications from e&s within your web browser when you have your browser open on any website (“ Notifications ”).

When you select “Allow”, you are agreeing to receive Notifications from e&s.

You will only start to receive Notifications after you select Allow and you can change this setting at any time.

If you have selected to allow Notifications, e&s may send you Notifications about products, services, our latest offers, price and in stock alerts and other information we think might be of interest to you.

Note that Notifications may be sent to you when you are on another website if your web browser is open.

You can opt in or opt-out of Notifications at any time via your browser settings.

Exemptions

e&s sometimes handles personal information relying on exemptions under the Privacy Act 1988 (Cth), for example in relation to:

employee records;
related bodies corporate;
provision of services to State or Territory authorities;
and
operations outside Australia relating to personal information of non-Australians.

Any permitted handling of personal information under such exemptions will take priority over this Privacy Policy to the extent of any inconsistency.

Amendments to this Policy

e&s reserves the right to amend this privacy policy at any time.

Privacy queries

If you have any queries or concerns, further information can be obtained by contacting our Privacy Officer by submitting a privacy enquiry or by post to The Privacy Officer, E.&S. Trading Co. (Discounts) Pty Ltd, pre-paid post 215 Browns Road, Noble Park, Victoria, 3174.

Version 2 - Date of publication 10/07/2025

APPENDIX A – Further information for individuals who apply in-store or on the e&s website for credit from a third-party credit provider

Background

As part of e&s’s arrangements with third-party credit providers (such as Latitude Finance):

customers may apply in-store for credit provided by third-party credit providers;
and
e&s may assist in the processing of such applications.

This Appendix A contains certain information which e&s is required under the Privacy Act 1988 (Cth) to disclose to individuals who apply in-store for credit from a third-party credit provider.

In this Appendix A, these individuals are referred to as Third-Party Credit Applicants .

Unless you are a Third-Party Credit Applicant, the information in this Appendix A will not be relevant to you.

What kinds of credit-related information does e&s collect and hold about Third-Party Credit Applicants?

e&s may collect (and hold) certain personal information contained in the application documentation completed by Third-Party Credit Applicants when they apply in-store for credit from a third-party credit provider, including their:

full name;
date of birth;
sex;
current address (as shown on their driver licence);
employer; and
driver licence number.

e&s will also collect (and hold) certain information contained in the application documentation completed by Third-Party Credit Applicants about the credit eligibility and credit applied for by Third-Party Credit Applicants, including:

the name of the third-party credit provider;
the type of credit applied for;
the day on which the credit is applied for (and entered into);
the terms and conditions of the credit applied for (including in relation to repayment);
the maximum amount of credit available under the consumer credit applied for; and
the expiry date of the credit.

The information described in the preceding two paragraphs is collectively referred to as Application Documentation Information .

Why does e&s collect, hold, use and disclose Application Documentation Information?

e&s collects, holds, uses and discloses Application Documentation Information for the purposes of:

submitting the application documentation completed by Third-Party Credit Applicants to the relevant third-party credit providers;
and
administering its arrangements with those third-party credit providers.

Hard copies of the application documentation signed by Third-Party Credit Applicants (which will contain Application Documentation Information) will also be retained in accordance with e&s’s normal document retention practices for legal and business purposes.

From time to time, third-party credit providers may require Application Documentation Information to be provided to credit reporting bodies for the purposes of performing a credit check.

For example, Latitude Finance use Equifax Australian Group Pty Ltd, illion Australia Pty Ltd and Experian Australia Credit Services Pty Ltd.

How does e&s hold Application Documentation Information?

e&s holds Application Documentation Information by securely storing the hard copy application documentation signed by Third-Party Credit Applicants, at our various premises and using third-party document management and archiving services.

Is e&s likely to disclose Application Documentation Information to recipients who are not subject to Australian privacy laws or have an Australian link?

e&s is not likely to disclose Application Documentation Information to recipients who are not subject to Australian privacy laws or do not have an Australian link.

How to correct and update your Application Documentation Information

You may also request us to correct the Application Documentation Information that e&s holds about you.

If you do so and we are satisfied that, having regard to a purpose for which the information is held, the information is inaccurate, out-of-date, incomplete, irrelevant or misleading, e&s will take such steps as are reasonable in the circumstances to correct your Application Documentation Information to ensure that, having regarding to the purpose for which it is held, it is accurate, up-to-date, complete, relevant and not misleading.

To request e&s to correct or update the Application Documentation Information that it holds about you, please send a written request to The Privacy Officer by contacting us at privacy@eands.com.au.

How to make a complaint

If you are concerned that the way e&s collects, holds, uses or discloses your Application Documentation Information may be in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, please send the details of your complaint to The Privacy Officer contacting us at privacy@eands.com.au.

How e&s will handle complaints

After receiving a complaint, we will consider whether we need any further information from you to properly consider and investigate the complaint, and may request such information from you.

We will then:

conduct internal discussions with the relevant business units involved in the collection, holding, use or disclosure of your Application Documentation Information which is the subject of your complaint, and evaluate whether we believe that such collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code;
and
notify you of the results of our investigation of your complaint.

If the conclusion of our investigation is that our collection, holding, use or disclosure of your Application Documentation Information was in breach of Division 3 of Part IIIA of the Privacy Act 1988 (Cth) or the registered Credit Reporting Privacy Code, we will take steps to remedy the breach as soon as reasonably practicable.

We will endeavour to notify you of the results of our investigation of your complaint within a reasonable timeframe.

However, if your complaint involves complex matters or requires extensive investigation and consultation, it may take longer for us to complete our investigation and provide you with a response.

If you are not satisfied with our response to your complaint you are entitled under Part V of the Privacy Act 1988 (Cth) to make a complaint to the Office of the Australian Information Commissioner.

Information about how to make a complaint is available from the Office of the Australian Information Commissioner’s website (www.oaic.gov.au).