Privacy Policy

This privacy policy explains how Alna Commodities Pty. Ltd. (ALNA, we, us, our) handles personal information collected through www.alna.com.au (the Site) and in the course of supplying goods to our customers. We handle personal information in line with the Australian Privacy Principles in the Privacy Act 1988 (Cth).

1. What we collect

We only collect information we actually need in order to sell and deliver goods. Depending on how you use the Site, that may include:

• Contact and delivery details — your name, business name, email address, phone number, and billing and delivery addresses.
• Account details — your username, an encrypted password, and your order history if you create an account.
• Order information — what you bought, when, the amount, delivery method and tracking details, and any notes you add to an order.
• Trade account information — if you apply for a trade account, your business name, ABN, the type of work you do and any details you choose to give us in support of the application.
• Enquiry information — anything you send us through a contact form, live chat or email.
• Technical information — your IP address, browser and device type, pages visited and referring pages, collected through cookies and similar technologies.

We do not ask for, and would prefer you did not send us, sensitive information such as health, biometric or government identity details.

2. Payment details

Card payments on this Site are processed by PayPal, including payments made with a credit or debit card, Google Pay or Apple Pay. Your full card number is entered into PayPal’s own secure fields and is never stored on our website or on our servers. We receive confirmation that a payment succeeded, together with limited details such as the last four digits of the card and the billing name and address needed to match the payment to your order.

3. How we collect it

Most of the information above you give us directly — by placing an order, creating an account, applying for a trade account, using live chat or emailing us. Technical information is collected automatically as you browse, through cookies and the analytics tools described below.

4. Why we use it

• To process, pack, deliver and invoice your orders, and to arrange returns or warranty claims.
• To answer your enquiries and provide technical help with product selection.
• To assess and administer trade account applications and apply trade pricing to your account.
• To maintain your account and order history.
• To keep the Site secure and prevent fraudulent orders and spam.
• To understand how the Site is used, so we can improve it.
• To meet our record-keeping obligations, including under tax law.

5. Cookies

Cookies are small files stored by your browser. We use them to keep items in your cart, keep you logged in, remember your preferences, protect forms and checkout from automated abuse, and measure how the Site is used. Blocking cookies entirely will stop the cart and checkout from working properly. You can manage cookies in your browser settings.

6. Analytics and advertising

We use analytics and advertising services to understand how people find and use the Site, and to promote our products. These services may set cookies and receive technical information about your visit, and may combine it with information they already hold about you. They currently include Google (Analytics, Search Console, Ads and Merchant Center), Meta, Jetpack, and our own on-site statistics. We do not sell your personal information.

7. Live chat

The live chat on the Site is provided by tawk.to, who handle your messages and basic technical details about your visit on our behalf so that we can reply to you. Your chat is answered by a person at ALNA, not by an automated system. Please do not send card numbers or other sensitive details through chat. Transcripts may be retained so we can refer back to previous conversations with you, and tawk.to stores this information on their own servers outside Australia.

8. Who we share information with

We share personal information only where it is necessary to run the business, and only to the extent required. That includes:

• Payment processing — PayPal.
• Delivery — Australia Post and other carriers, who receive the name, address and contact details needed to deliver your order and provide tracking.
• Website hosting, security and performance — our hosting provider, Cloudflare and our security software.
• Marketplaces — if you buy from us through eBay, that transaction is also governed by eBay’s own privacy terms.
• Analytics, advertising and live chat providers — as described above, including tawk.to for live chat.
• Professional advisers and authorities — our accountants, and law enforcement or regulators where we are required or permitted by law to disclose information.

We do not sell or rent your personal information to anyone, and we do not disclose it for another organisation’s own marketing.

9. Overseas disclosure

Some of the service providers above store or process information outside Australia, including in the United States and the European Union. By using the Site you acknowledge that your information may be handled overseas by those providers, and that overseas recipients may not be subject to the Australian Privacy Principles.

10. Marketing

We may email you about products, pricing or offers if you have bought from us or asked to hear from us. Every marketing email includes an unsubscribe link, and you can also ask us to stop at any time by replying or emailing us. Unsubscribing does not stop transactional emails about orders you have placed.

11. How long we keep it

We keep order and payment records for at least seven years, as tax and business records law requires. Account details are kept while your account is open. Enquiries, chat transcripts and trade applications are kept only as long as they are useful for supporting you, and are then deleted.

12. Security

We protect personal information with encrypted connections across the whole Site, firewall and malware protection, bot protection on account and checkout forms, and restricted staff access to order data. No system is completely secure, but if a data breach ever occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as the law requires.

13. Accessing and correcting your information

You can ask us for a copy of the personal information we hold about you, and ask us to correct anything that is wrong. If you have an account you can view and update most of your details yourself under My Account. Otherwise, email us and we will respond within a reasonable period, normally 30 days. We may need to verify your identity first. You can also ask us to delete your information, though we may need to keep order records to meet the obligations described above.

14. Complaints

If you think we have mishandled your personal information, please contact us first — most issues are quickly sorted out directly. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.

15. Changes to this policy

We may update this policy from time to time. The current version is always the one published on this page, and the date at the top shows when it last changed.

16. Contact us

For any question about this policy or about the personal information we hold, email [email protected]. For anything about an order, contact us here.