Living KOKO Code of Practice
True to Our Journey
All aspects of Living KOKO transactions shall reflect the intent and spirit of Our Journey!!
Living KOKO applies sound and accountable financial practices within its day-to-day operations and maintains its adherence to equitable refund policies. (As displayed on the Living KOKO Website)
Records and Information Management
Living KOKO is committed to implementing responsible practices in its recorcds management practices related to information collected through the e.shop sales and distribution system and accounting system as well as communication databases such as Mailchimp.
Access and Equity
Living KOKO Management and staff provide assistance to all clients to identify and achieve their desired outcomes. Living KOKO is committed to providing high level of services and respect to all stakeholders across the Living KOKO supply chain regardless of race, religion, sex, socio-economic status, disability, language, literacy or numeracy and upholds the principles of equal opportunity.
Living KOKO is committed to securing and reviewing advice and feedback from to all stakeholders across the Living KOKO supply chain.
Provision of information
Clear and accurate advice is provided to all stakeholders across the Living KOKO supply chain.
Living KOKO Management and staff conducts periodic reviews to ensure that it is compliant with all state and federal legislative requirements related to the Living KOKO business, including but not limited to OH&S, Food Preparation / Manufacturing, Harassment, Discrimination and Equal Opportunity.
Living KOKO Management and staff are committed to marketing the products manufactured by Living KOKO or products by an aligned third party manufacturer / supplier in an accurate, ethical and responsible.
Complaints and Appeals
The complaints and appeals policy of Living KOKO shall ensure that all complaints are dealt with in a constructive and timely manner. All complaints and appeals shall be reported in the fortnightly management meeting and corrective solution forms shall be raised detailing the actions required to arrive at satisfactory resolve of each complaint and grievance.
Living KOKO Online Refund Policy
Through our website and online store, we have endeavoured to provide you with the product information you need to make you selection.
We are unable to provide a refund or replacement if you change your mind. However, you can choose a refund or exchange if an item has a major problem. This is when the item:
• has a problem that would have stopped someone from buying the item if they had known about it
• is unsafe
• is significantly different from the sample or description
• doesn’t do what we said it would, or what you asked for and
• can’t be easily fixed
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase (e.g. receipt and packing slip) — as this will be required as part of the returns process.
If there is a problem with the product that you receive, please contact us by email within seven days of receipt of the product, by emailing firstname.lastname@example.org
If you are entitled to a:
• refund we will process this as soon as possible but no longer than 30 days.
• replacement you will be contacted on the replacement process.
Living KOKO Pty Ltd is committed to providing you with the best possible customer service experience. Living KOKO Pty Ltd is bound by the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.
Collection of your personal information
There are many aspects of the site which can be viewed without providing personal information, however, for access to future Living KOKO Pty Ltd customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.
Cookies are files with small amount of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a web site and stored on your computer’s hard drive. Like many sites, we use “cookies” to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Site.
The security of your Personal Information is important to us, but remember that no method of transmission over the Internet, or method of electronic storage, is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.
Sharing of your personal information
We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Living KOKO Pty Ltd takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
Use of your personal information
For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.
Accessing Your Personal Information
You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Living KOKO Pty Ltd reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.