Privacy Policy

Last updated: 19 November 2025

CalScale ("we", "our", "us") is deeply committed to protecting your privacy and handling your personal information responsibly in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). We understand that your privacy is important to you, and we take our obligations under Australian privacy law seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you interact with our business.

Information We Collect

Personal Information

We may collect various types of personal information from you depending on how you interact with our services. This personal information may include, but is not limited to, your full name, email address, telephone or mobile phone number, postal address or delivery address, and payment or billing details, including credit card information. We collect this information when you:

• Purchase products from our website or place an order through our online store.
• Subscribe to our newsletter or marketing communications to receive updates about our products and services.
• Contact us through online forms, email, telephone, or our customer service channels with inquiries or feedback.
• Create an account on our website or register for any services we may offer.

Non-Personal Information

In addition to personal information, we also collect non-identifiable information that does not directly identify you as an individual. This may include technical information such as your browser type, device type, operating system, IP address, and general usage data about how you navigate and interact with our website. We collect this information through the use of cookies, web beacons, and third-party analytics tools that help us understand website traffic patterns and user behaviour.

How We Use Your Information

Primary Uses

Your personal information is collected and used for legitimate business purposes that are necessary for us to provide you with our products and services. Specifically, your information is used to:

• Process, fulfil, and deliver your orders in a timely and efficient manner, including arranging for shipping and handling.
• Respond promptly and effectively to your inquiries, questions, comments, and requests for information.
• Provide comprehensive customer support and assistance throughout your experience with our products and services.
• Send you order confirmations, shipping notifications, and other transactional communications related to your purchases.

Secondary Uses

We also use your information to enhance and improve our business operations and customer experience, including:

• Improve and optimise our website functionality, design, and user experience based on how customers interact with our site.
• Develop, refine, and enhance our products based on customer feedback and usage patterns.
• Personalise and improve our marketing communications to ensure they are relevant and valuable to you.
• Conduct internal research, analytics, and business intelligence activities to better understand our customers' needs and preferences.
• Comply with all applicable legal and regulatory obligations, including tax, accounting, and consumer protection requirements.

Sharing Information with Third Parties

Our Commitment to Your Privacy

We value your trust and do not sell, rent, lease, or trade your personal information to third parties for their marketing purposes. Your personal data is treated with the utmost care and confidentiality.

When We May Share Information

However, we may need to share your personal information with trusted third parties in certain circumstances to operate our business effectively and provide you with our services. We may share your information with:

• Payment processors and financial institutions that securely process your credit card transactions and handle payment processing on our behalf.
• Delivery providers, shipping companies, and logistics partners who fulfil and deliver your orders to your specified address.
• Information technology service providers, website hosting companies, and cloud storage providers who help us maintain and operate our technical infrastructure.
• Professional advisors such as lawyers, accountants, and auditors assist us with legal, financial, and compliance matters.
• Government authorities, regulatory bodies, and law enforcement agencies, when we are required or authorised by law to disclose information, or when necessary to protect our legal rights.

All third parties with whom we share your information are contractually obligated to handle your data securely and only use it for the specific purposes for which it was shared.

Data Storage and Retention

We retain your personal data only as long as necessary to fulfil the purposes outlined in this Privacy Policy or as required by applicable law. This means we keep your information for as long as you maintain an active relationship with us, and for a reasonable period thereafter to comply with our legal, accounting, and regulatory obligations. Once your personal information is no longer needed, we will securely delete or anonymise it in accordance with our data retention policies and procedures.

Cookies and Tracking Technologies

What Are Cookies

Our website uses cookies and similar tracking technologies to enhance your browsing experience and gather information about how visitors use our site. Cookies are small text files that are stored on your device when you visit our website. These cookies help us remember your preferences and understand how you interact with our site.

How We Use Cookies

We use both session cookies (which expire when you close your browser) and persistent cookies (which remain on your device for a set period) to:

• Remember your preferences and settings to provide you with a more personalised experience.
• Analyse website traffic patterns and understand which pages and features are most popular with our visitors.
• Improve the performance, functionality, and security of our website.
• Measure the effectiveness of our marketing campaigns and advertisements.

Your Cookie Choices

You have the right to choose whether to accept or reject cookies. You can exercise your cookie preferences by adjusting the settings in your web browser to refuse, disable, or delete cookies. However, please note that if you choose to disable cookies, some features and functionalities of our website may not work as intended, and your user experience may be diminished.

Your Privacy Rights

Accessing and Managing Your Information

Under Australian privacy law, you have the necessary rights regarding your personal information. You have the right to:

• Request access to the personal information we hold about you and receive a copy of that information.
• Request correction or updating of your personal information if it is inaccurate, incomplete, or out of date.
• Request deletion or erasure of your personal information in certain circumstances, subject to legal and operational requirements.
• Withdraw your consent to receive marketing communications from us at any time by following the unsubscribe instructions in our emails.
• Lodge a complaint with us if you believe we have mishandled your personal information.

How to Exercise Your Rights

You may exercise any of these rights at any time by contacting us at admin@calscale.com.au. We will respond to your request within a reasonable timeframe and in accordance with applicable data protection and privacy laws. Please provide sufficient detail in your request to help us locate your information and verify your identity.

Terms and Conditions

Last updated: 19 November 2025

These Terms and Conditions ("Terms") govern your access to and use of the CalScale website, as well as the purchase of products through our online store. By accessing, browsing, or using this website in any way, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our website or purchase our products.

Website Use and Acceptable Conduct

General Use

All content, information, materials, and functionality available on this website are provided for informational and commercial purposes only. The website is intended to provide you with information about our products and enable you to make purchases through our online store.

Prohibited Activities

You agree that when using this website, you will not:

• Use the website for any unlawful purposes or in any way that violates local, state, national, or international laws or regulations.
• Infringe upon, misappropriate, or violate any intellectual property rights, privacy rights, or other rights of CalScale or any third party.
• Transmit any harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable content or materials.
• Attempt to gain unauthorised access to any portion of the website, other users' accounts, or any systems or networks connected to the website.
• Interfere with or disrupt the operation of the website, servers or networks connected to the website.
• Use any automated systems, software, or tools (such as robots, spiders, or scrapers) to access, monitor, or copy any content from the website without our express written permission.

Purchases and Payments

Pricing and Currency

All product prices displayed on our website are listed in Australian Dollars (AUD) and are inclusive of applicable GST (Goods and Services Tax) unless otherwise stated. We reserve the right to change our prices at any time without prior notice, although any price changes will not affect orders that have already been placed and confirmed.

Payment Processing

All payments made through our website are processed securely through approved and reputable third-party payment gateways that comply with industry security standards. All transactions are encrypted and processed via PCI-compliant (Payment Card Industry Data Security Standard) payment gateways to ensure the highest level of security for your financial information. We do not directly store or process your full credit card details on our servers. By providing payment information, you represent and warrant that you are authorised to use the payment method provided and that the information you provide is accurate and complete.

Order Acceptance

We reserve the right, in our sole discretion, to refuse, cancel, or reject any order for any reason, including but not limited to:

• Product unavailability or insufficient stock levels.
• Errors or inaccuracies in product or pricing information.
• Suspicion of fraudulent, unauthorised, or illegal transactions.
• Inability to verify or authenticate your payment information.

If your order is cancelled after payment has been processed, we will issue a full refund to your original payment method.

Intellectual Property Rights

Ownership of Content

All content displayed on this website, including but not limited to text, written copy, product descriptions, graphics, logos, images, photographs, product images, videos, icons, software code, design elements, and overall look and feel, is the exclusive property of CalScale or is used under license from third-party content providers. This content is protected by Australian and international copyright, trademark, and other intellectual property laws.

Restrictions on Use

You may view, download, and print content from this website solely for your personal, non-commercial use. However, you may not:

• Reproduce, duplicate, copy, modify, adapt, or create derivative works from any content without our express written permission.
• Distribute, sell, license, rent, or otherwise commercially exploit any content from the website.
• Remove, alter, or obscure any copyright notices, trademarks, or other proprietary rights notices from any content.
• Use any content in a manner that suggests an association with or endorsement by CalScale without authorisation.

Unauthorised use of any content may violate copyright laws, trademark laws, and other applicable regulations, and may subject you to legal liability and prosecution.

Limitation of Liability

Disclaimer of Warranties

To the maximum extent permitted by Australian law, our website and products are provided on an "as is" and "as available" basis without any warranties of any kind, whether express or implied. While we strive to ensure the accuracy and reliability of information on our website, we do not warrant that the website will be uninterrupted, error-free, secure, or free from viruses or other harmful components.

Limitation of Damages

CalScale, its directors, officers, employees, agents, and affiliates shall not be liable or responsible for any indirect, incidental, special, consequential, exemplary, or punitive damages of any kind whatsoever that result from or arise out of:

• Your use of or inability to use our website or products.
• Any errors, omissions, or inaccuracies in content or information on the website.
• Any unauthorised access to or use of our servers or any personal information stored therein.
• Any interruption or cessation of transmission to or from the website.
• Any damages or losses resulting from reliance on information obtained through the website.

This limitation of liability applies regardless of the theory of liability, whether based in contract, tort, negligence, strict liability, or otherwise, even if we have been advised of the possibility of such damages.

Consumer Law Rights

Nothing in these Terms is intended to exclude, restrict, or modify any consumer rights or remedies that cannot be excluded under the Australian Consumer Law or other applicable consumer protection legislation. Where the Australian Consumer Law applies and cannot be excluded, our liability is limited to the extent permitted by law.

Dispute Resolution and Governing Law

Governing Law

These Terms and Conditions, and any disputes or claims arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of the State of Victoria, Australia, without regard to its conflict of law provisions.

Jurisdiction

You irrevocably agree that the courts of Victoria, Australia, and any courts which may hear appeals from those courts, shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with these Terms or their subject matter. You waive any objection to proceedings in such courts on the grounds of venue or on the grounds that the proceedings have been brought in an inconvenient forum.

Shipping & Returns Policy

Last updated: 19 November 2025

This Shipping & Returns Policy explains how we handle the shipping and delivery of your orders, as well as our policies regarding returns, exchanges, and refunds. We are committed to ensuring your satisfaction with every purchase.

Shipping Information

Order Processing

Once you successfully place an order through our website and your payment is confirmed, we begin processing your order for shipment. Orders are typically processed and prepared for dispatch within one (1) to two (2) business days of receiving your order. Please note that business days are Monday through Friday, excluding Australian public holidays and weekends. During peak periods such as sales events or holiday seasons, processing times may be slightly longer.

Delivery Timeframes

For shipments within Australia, standard shipping typically takes between three (3) to seven (7) business days from the date of dispatch, depending on your location and the shipping method selected. Delivery times are estimated and are not guaranteed. Actual delivery times may vary depending on factors beyond our control, such as:

• Your delivery location and proximity to major metropolitan areas.
• Weather conditions, natural disasters, or other force majeure events.
• Delays caused by courier companies or postal services.
• Customs processing times for any international components (if applicable).

We will provide you with tracking information via email once your order has been dispatched, so you can monitor the progress of your delivery.

Shipping Locations

CalScale ships to Australia and select countries worldwide. To find out if we deliver to your location, simply check your country at checkout, shipping options and availability will be displayed automatically.

Shipping Costs

Shipping costs are calculated automatically at checkout based on your delivery address, the weight and dimensions of your order, and your selected shipping method. The exact shipping cost will be clearly displayed before you complete your purchase, so there are no hidden fees or surprises. We may occasionally offer promotional free shipping for orders that meet certain criteria, such as a minimum order value.

Returns & Exchanges Policy

Return Eligibility

We want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, we accept returns within thirty (30) calendar days from the date of purchase. To be eligible for a return, items must meet the following conditions:

• Products must be unopened, unused, and in their original, undamaged packaging with all seals intact.
• Items must be in the same condition as when you received them, with no signs of use or tampering.
• You must provide proof of purchase, such as your order confirmation email or receipt.

Please note that for hygiene and safety reasons, we cannot accept returns of opened, used, or partially used products unless they are defective or damaged.

How to Initiate a Return

To initiate a return, please contact our customer service team at admin@calscale.com.au with the following information:

• Your full name and order number.
• The product(s) you wish to return and the reason for the return.
• Any relevant photographs if the product is defective or damaged.

Our customer service team will review your return request and provide you with detailed instructions on how to return your item(s), including the return address and any other necessary information.

Return Shipping Costs

Customers are generally responsible for the cost of return shipping unless the return is due to our error (such as receiving the wrong item) or a defective or damaged product. We recommend using a trackable shipping service and purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item and cannot be held responsible for items lost or damaged in transit.

Refunds and Processing

Refund Approval Process

Once we receive your returned item(s) at our facility, our team will carefully inspect the product(s) to ensure they meet our return eligibility criteria. This inspection process typically takes between two (2) to five (5) business days. If your return is approved, we will send you an email confirmation notifying you of the approval and the amount to be refunded.

Refund Timeline

After your return has been approved, refunds are processed and issued to your original payment method within five (5) to ten (10) business days. Please note that, depending on your financial institution's policies, it may take an additional few business days for the refunded amount to appear in your account or on your credit card statement. We do not have control over the processing times of banks and payment processors.

Partial Refunds

In certain situations, only partial refunds may be granted, such as:

• Items that show obvious signs of use or are not in their original condition.
• Items that are returned more than thirty (30) days after the date of purchase.
• Items that are missing parts, accessories, or original packaging for reasons not due to our error.

Defective or Damaged Products

If you receive a product that is defective, damaged, or not as described, please contact us immediately at admin@calscale.com.au with details of the issue and photographs of the product and packaging if possible. We take these matters seriously and will work quickly to resolve the issue to your satisfaction. Depending on the circumstances and product availability, we will either:

• Send you a replacement product at no additional cost to you.
• Issue a full refund, including any shipping costs you paid.
• Provide store credit for the value of the product.

In cases of defective or damaged products, we will cover all return shipping costs and provide you with a prepaid return label if necessary.

Medical Disclaimer

Important Health Information

CalScale is a cosmetic skincare product that has been specifically formulated and designed to improve the general appearance and comfort of dry, rough, flaky, or scaling skin. Our product is intended for cosmetic use only and is meant to help maintain healthy-looking skin and provide moisturising and soothing benefits.

Not a Medical Treatment

It is critically important to understand that CalScale:

• Is not intended, designed, or represented to diagnose, treat, cure, prevent, or mitigate any medical condition, disease, or disorder.
• Is not a substitute for medical treatment, prescription medications, or professional medical advice from a qualified healthcare provider.
• Should not be used as a replacement for prescribed treatments for specific medical skin conditions

Medical Conditions Requiring Professional Care

If you have been diagnosed with or suspect you may have any medical skin condition, including but not limited to eczema (atopic dermatitis), psoriasis, keratosis pilaris, ichthyosis, dermatitis, rosacea, acne, or any other dermatological condition, you should consult with a qualified healthcare professional such as a dermatologist or general practitioner before using this product. Only a qualified medical professional can properly diagnose skin conditions and recommend appropriate medical treatment.

Educational Information Only

All information provided on this website, including product descriptions, ingredient information, usage instructions, and any other content, is provided for general educational and informational purposes only. This information is not intended to constitute or substitute for professional medical advice, diagnosis, or treatment. You should not rely solely on information found on this website when making decisions about your health or skincare regimen.

Individual Results May Vary

The effectiveness and results of using CalScale may vary significantly from person to person based on numerous individual factors, including but not limited to:

• Your individual skin type, condition, and sensitivity.
• The severity and nature of your skin concerns.
• Your overall health, lifestyle, and environmental factors.
• How consistently and correctly you use the product.
• Other skincare products or treatments you are using concurrently.

We cannot guarantee specific results or outcomes from the use of our products, and testimonials or reviews from other customers may not reflect your own experience.

Safety Precautions

While CalScale is formulated with gentle ingredients suitable for most skin types, individual reactions can occur. You should discontinue use immediately if you experience:

• Unusual irritation, redness, or inflammation.
• Burning, stinging, or excessive discomfort.
• Allergic reactions such as rash, hives, or swelling.
• Any worsening of your skin condition.

If you experience any adverse reactions or if symptoms persist or worsen after discontinuing use, seek medical guidance from a healthcare professional promptly.

Regulatory Compliance

CalScale is manufactured, labelled, and marketed in full compliance with all relevant regulations and standards set forth by the Therapeutic Goods Administration (TGA) and applicable Australian Consumer Law standards for cosmetic products. All CalScale products undergo stability and safety testing to ensure cosmetic compliance and consumer safety. We are committed to maintaining the highest standards of product safety, quality, and regulatory compliance to ensure the well-being of our customers.

Accessibility Statement

Our Commitment to Digital Inclusion

At CalScale, we believe that everyone should have equal access to information and the ability to navigate and interact with our website, regardless of their abilities or the technologies they use. We are firmly committed to ensuring digital accessibility for all visitors, including people with disabilities, and we strive to provide an inclusive online experience for everyone.

Accessibility Standards

We are dedicated to following and implementing the Web Content Accessibility Guidelines (WCAG) version 2.1 at Level AA conformance. These internationally recognised guidelines provide a framework for making web content more accessible to people with a wide range of disabilities, including visual, auditory, physical, speech, cognitive, language, learning, and neurological disabilities.

Ongoing Improvements

Accessibility is an ongoing effort, and we continuously work to improve the accessibility and usability of our website. We regularly review our website to identify potential accessibility barriers and implement improvements to enhance the user experience for all visitors. This includes:

• Regularly test our website with various assistive technologies and accessibility tools.
• Providing alternative text descriptions for images and visual content.
• Ensuring sufficient colour contrast for readability.
• Implementing proper heading structure and semantic markup.
• Making forms and interactive elements keyboard accessible.
• Ensuring that all functionality is available without requiring specific timing or physical dexterity.

Your Feedback Matters

Despite our best efforts, we recognise that there may be areas of our website that are not yet fully accessible or that may present barriers to some users. If you encounter any accessibility barriers while using our website, or if you have suggestions for improving the accessibility of our site, we encourage and welcome you to contact us. Please reach out to us at admin@calscale.com.au with the following information:

• A description of the accessibility issue or barrier you encountered.
• The specific page or pages where you experienced the issue.
• The type of assistive technology you were using, if applicable (such as screen reader software, browser extensions, or adaptive hardware).
• Any suggestions you may have for improvement.

We take all accessibility feedback seriously and will work to address reported issues as promptly as possible. Your input helps us create a more inclusive and accessible website for all users, and we appreciate you taking the time to help us improve.