PRIVACY POLICY

Your privacy is important to Smeg NZ Limited.

This Privacy Policy explains how Smeg NZ Limited (we, us, our) collects, stores, uses and shares your personal information. It applies to personal information we collect through our website, our stores and showrooms, our customer service and technical support teams, and our authorised retailers and service agents.

This Privacy Policy is governed by New Zealand law. We collect and hold personal information that you provide, or that we obtain from other sources, in accordance with the Privacy Act 2020 (Privacy Act). Our contact details are set out at the end of this Privacy Policy.

What information do we collect and how do we collect it?

We collect personal information that you provide, or that you authorise us to obtain from other sources in accordance with the Privacy Act. Personal information includes, but is not limited to:

Contact information, including your name, address, email address, telephone number(s), and date of birth;
Transaction information, including details of the products you have purchased from us, your product registration and warranty details, your service and repair history and delivery and installation details;
Financial information*, including details about your account, credit history, payments to and from you, and bank account details for refunds or payments;
Correspondence, including notes of your calls and correspondence with us (including live chat), and recordings of your calls to us;
Product reviews, comments, photos, and forum posts that you have submitted;
Interests and preferences you specify when setting up or using our products or services;
Technical information from service, product, or server logs about your use of our services, products, or websites, such as your IP address, domain, device and application settings, errors, and hardware activity;
Location information, where you have consented to share your device’s location;
Social media information, such as your social network ID, profile picture, gender, location, and interactions with our pages or content on social network sites;
Employment information, such as your employment history and qualifications, if you apply for a role with us; and
Marketing information, such as your preferences for receiving marketing communications from us and Information relating to your use of any of our loyalty programs and the rewards that you claim.

*Payment card details are collected and processed by our payment provider. We do not store full card numbers on our own systems.

We also collect personal information about you indirectly (that is, from sources other than you). For example, we may collect your personal information from:

our authorised retailers and stockists, in connection with your purchase, delivery, warranty or service;
our authorised service agents, technicians, and delivery and installation contractors;
designers, architects, builders and other trade partners;
our freight, logistics and warehousing providers;
your interactions with our social media pages (such as Facebook and Instagram);
trade shows, kitchen and appliance expos, and showroom events; and
promotional agencies.

Where you are acting as a representative for another person (such as a company, trust, or family member), we may collect your personal information to engage with you in that capacity, as well as personal information about the person you represent.

If you provide us with personal information about another person (for example, a delivery contact, a tenant, a builder, or a family member), please make sure they know you are giving it to us, and that this Privacy Policy explains how we will handle it. Where you provide someone else's details, we may contact them directly to let them know we hold their information.

Why do we collect your personal information?

We will only collect and use your personal information where it is necessary to enable us to operate our business, provide you with our products and services, manage and maintain our relationship with you, or comply with our legal obligations. This may include:

responding to any questions or correspondence from you;
improving our website and any related services;
monitoring the quality and standard of services provided by us;
carrying out internal research and development;
considering and furthering repairs, servicing, returns or warranty work;
where you or your business applies to us for a trade or commercial credit account, to assess and monitor creditworthiness (including at account set-up and on an ongoing basis);
administering insurance claims;
informing you of our promotions, offers, or other information we consider you would be interested in;
providing you with information about a service that you are using (including critical updates and announcements);
providing you with customer services;
where you create a message using our website (for the purpose of sending that message to us or to any other recipient specified by you);
analysing website usage, trends and statistics;
verifying your identity or providing you with a replacement password when you forget your username or password for any account you have with us;
supplying you with further information concerning products and services which may be of interest to you;
complying with relevant laws and regulations;
conducting prize draws, contests, and other promotional offers;
training staff and for quality assurance purposes, particularly in relation to our customer service teams;
obtaining opinions or comments about our products and services, including conducting product surveys;
considering you for employment if you contact us via a job application;
recording statistical data for marketing analysis;
personalising and more effectively targeting our content, recommendations, advertisements, and communications (including through cookies and advertising partners);
creating anonymous, aggregated statistics about the use of our websites, products, services, and any loyalty programs, which we may share with third parties or make available to the public;
developing and improving new and existing products and services, and learning more about customers’ preferences;
where you have uploaded product reviews, comments, or content to our websites and made them publicly visible, linking to, publishing, or publicising these materials elsewhere, including in our own advertisements;
administering product recall and safety notices;
managing complaints, disputes and legal claims;
our administrative purposes; and
any other purpose we tell you about at the time we collect your information, or that is directly related to a purpose set out above.

There may be other situations in which we request you to provide personal information to us, which may include:

completing forms instore or on our website (including surveys, enquiry forms, search forms, promotion or competition entry forms, warranty or product registration forms, and order forms);
creating, modifying, or using any accounts or registered user facilities available through our website;
completing a purchase on our website; and
sending messages using our website (for example, when you ask us a question or engage with our live chat).

What if you do not provide personal information to us?

It is not compulsory for you to provide us with your personal information. However, if you choose not to provide some or all of the information we request, we may be unable to provide you with access to certain information, products, or services.

Who do we collect your personal information from and provide it to?

We do not sell, trade, or rent your personal information to others.

In the course of our dealings with you, we may need to collect your personal information from, and provide your personal information to, third parties located in and outside of New Zealand. Specifically, we may disclose your personal information if it is in connection with the purposes set out in this Privacy Policy, if it is required or authorised by you, or if it is required or authorised by law or regulation. We take reasonable steps to ensure that your personal information is accurate, up to date, and relevant before we use or disclose it.

Third parties

Examples of third parties with whom we may exchange your personal information include:

Authorised retailers, stockists, and delivery contractors, in connection with your purchase, delivery, warranty, or service.
Authorised service agents, technicians, and delivery and installation contractors, for product installation, servicing, repairs and warranty work.
Freight, logistics and warehousing providers, for product storage, handling and delivery.
Designers, architects, builders and other trade partners, in connection with project planning, design consultation and coordination of works.
Smeg Group, including Smeg S.p.A. (our parent company), for internal business operations and to provide you with products and services.
Service providers, professional advisers, and contractors, such as IT, cloud hosting, customer relationship management, e-commerce, email and marketing platform providers, mail houses, SMS and text message providers and fraud checking services, to support our systems, communications, marketing activities and security.
Payment providers and, where you apply for a trade credit account, credit reporting agencies, to process payments and assess creditworthiness. We note that all credit information we collect or receive is handled in accordance with the Credit Reporting Privacy Code 2020.
Trade credit insurers, in connection with the assessment and management of trade credit risk.
Professional advisers, including lawyers, accountants, auditors, and insurers, for legal, financial, audit, and insurance purposes.
Debt collection agencies, in connection with the recovery of overdue amounts.
Banks, for the purpose of processing refund payments and other financial transactions.
Regulatory and government agencies, where required or authorised by law or in connection with legal proceedings.
Publicly available sources, including the Companies Office register and other public registers, particularly where you or your business has applied to us for a trade account.
Other companies, in the event of a corporate sale, merger, reorganisation, dissolution, or similar event.
Business partners, where you request or agree to receive information or newsletters from one of our business partners.

Given the number of retailers, stockists, and other third parties with whom we routinely exchange personal information, it is not practicable to list each one individually. However, a list of these parties, including their names, contact details, and specific locations, is available on request. Please contact us using the details at the end of this Privacy Policy if you would like this information.

The third parties listed above may also collect your personal information indirectly from us, or from each other, and may disclose your personal information to their own service providers, professional advisers or other parties where necessary to provide services in connection with our relationship with you.

Secondary purpose

We may also use and disclose your personal information for a secondary purpose related to a purpose for which we collected it, where you would reasonably expect us to do so. For example, we may disclose your personal information to third-party service providers so that they can provide certain contracted services to us, such as information technology support, hosting services, logistics, marketing, or sending documents to you digitally or otherwise.

Cookies

When you visit our website, we may also use automated tools and methods (such as cookies, web beacons, sessions, and website statistics software) to collect certain information about your visit, including:

the internet protocol address and host name used by your computer to connect to this website;
the operating system and the browser your computer uses;
the search engine or inbound hyperlink you used to reach this website;
the date, time and duration of your visit; and
the pages viewed by you.

This information will usually be used in aggregate form to analyse how this website is being used. If you have an account with us or have otherwise identified yourself, we may link this information to you (for example, to improve the content and performance of this website). Except as set out in this Privacy Policy, we will not disclose this information other than in aggregate form. We may gather more extensive information if we are concerned, for example, about abnormal website usage patterns or website security breaches.

For more information about the cookies and similar technologies we use, please see our Cookie Policy here.

Overseas disclosures

Smeg NZ Limited is part of an international group and some of the third parties with whom we share your personal information are located outside New Zealand. These overseas recipients may be located in Italy, Germany, Australia, the United States, or other jurisdictions where our international group and service providers operate.

We take reasonable steps to ensure that overseas recipients of your personal information are subject to comparable privacy safeguards before disclosing your information. This may include entering into contractual arrangements that require the recipient to protect your information in accordance with standards comparable to New Zealand privacy law.

Where we cannot establish that an overseas recipient is subject to comparable privacy safeguards through their local laws or contractual arrangements, we will seek your authorisation before disclosing your information to them. You should be aware that these recipients may not be required to protect your personal information to the same standard as New Zealand law requires, and you may not have the same rights or remedies available to you as you would under New Zealand law.

You have the right to decline to authorise the disclosure of your personal information to overseas recipients who are not subject to comparable privacy safeguards. If you wish to decline or discuss this, please contact us using the contact details provided below. However, if you do not provide such authorisation, we may be unable to provide you with certain products or services that require involvement of overseas service providers.

How do we store personal information?

We take reasonable steps to ensure the security of your personal information. Where we store your personal information will depend on the nature and purpose of the information and the manner in which you supply it to us. We generally hold personal information on our local servers in electronic form. We may also store your personal information with third party providers, including cloud services, some of which are located outside New Zealand.

We have put in place a range of electronic security and access measures to prevent your personal information from being accidentally lost, used, or accessed in an unauthorised way, altered, or disclosed. We limit access to your personal information to employees and contractors of the Smeg Group who need it for legitimate business purposes.

Should we suffer a notifiable privacy breach that is likely to cause serious harm, we will notify affected individuals and report the breach to the Privacy Commissioner as soon as practicable.

Our retention of your personal information

The length of time we keep your personal information depends on what it is and whether we have an ongoing business need to retain it. We will retain your personal information for as long as we have a relationship with you and for a period of time afterwards where we have an ongoing business need to retain it, in accordance with our internal retention policies and applicable legal requirements. Following that period, we will make sure it is deleted or anonymised.

Unique identifiers

We may assign you a unique identifier, such as a customer account number or product registration number, to help us manage your purchases, warranty registrations, service history, and account with us efficiently. We will only assign a unique identifier where it is necessary for these purposes, and we take reasonable steps to verify your identity before doing so. We will not ask you to provide a unique identifier assigned to you by another organisation unless it is necessary for the purpose for which that identifier was assigned or a directly related purpose.

Electronic messages

We will only send you marketing electronic messages where you have consented to receive them, or where you have bought a product from us or registered a product with us and would reasonably expect to hear from us about similar products and services. Every marketing message we send will identify us as the sender and will include a working unsubscribe facility.

You may opt out of receiving those electronic messages by contacting us at [email protected] or by utilising any unsubscribe facility that accompanies those electronic messages. We will action your unsubscribe request within five (5) working days. If you unsubscribe, you will no longer receive marketing messages from us. Unsubscribing will not stop us sending you messages we need to send you about a product or service you have from us, such as delivery updates, warranty information, safety notices, and product recalls.

How can you access or update your personal information?

You have rights under the Privacy Act 2020 to access, update, and correct your personal information held by us or by any of the third parties identified in this Privacy Policy. To access or correct your personal information held by us, please contact us using the details below. To access or correct information held by other parties, please contact them directly – we are happy to provide you with their contact details where available.

Upon receipt of your written request and enough information to allow us to identify you, we will provide you with the personal information we hold about you. We will also correct, amend, or delete any personal information that we agree is inaccurate.

Updates to our Privacy Policy

We may make changes to this Privacy Policy from time to time, and it is important that you review it regularly. Any change to this Privacy Policy will become effective when we publish the revised Privacy Policy on our website. By continuing to use our website, or purchase or enquire about our products or related services, you agree to the most recent version.

We encourage you to visit this page regularly to check the current version of this Privacy Policy.

Tell us what you think

We welcome your questions and comments about privacy. If you have any queries or complaints about this Privacy Policy or how we handle your personal information, please contact our Privacy Officer:

Contact: Privacy Officer, Smeg NZ Limited

Email: [email protected]

Post: PO Box 137376, Parnell, Auckland 1149

We will acknowledge your complaint and respond as soon as we reasonably can.

If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner:

Freephone: 0800 803 909

Email: [email protected]

Online: www.privacy.org.nz