Introduction

1)    This policy explains how we collect, verify, moderate, publish and manage customer reviews to help ensure they are genuine, transparent and not misleading.

2)    This policy applies to customer reviews published on our website, including:

a)    reviews of our products and business;

b)    all review formats, including written reviews and star ratings; and

c)    reviews collected by email or through our review collection widget and displayed on our website.

3)    This policy is reviewed regularly and updated as required to reflect changes in the law or our review practices.

Our commitment

4)    We are committed to ensuring that our customer reviews:

a)    reflect genuine customer experiences;

b)    are not false or misleading;

c)    are presented fairly and transparently; and

d)    are not published, displayed or removed in a way that misleads consumers.

Fake reviews

5)    We do not allow and take steps to prevent the submission or publication of fake reviews. 

6)    Fake reviews are reviews that claim to be based on a genuine customer experience but are not, including:

a)    reviews written by individuals who have not used or purchased the relevant product or service;

b)    reviews written by or on behalf of our business or employees without clear disclosure; and

c)    reviews intended to artificially inflate or damage ratings or our brand’s reputation.

Incentivised reviews

7)    Incentivised reviews are permitted only where the the incentive is clearly and prominently disclosed and the review reflects the reviewer’s genuine experience.

8)    Reviews where an incentive has been provided but is not disclosed are not permitted.

9)    Where applicable, incentivised reviews are labelled as such and the nature of the incentive (for example, loyalty points or a free product) is disclosed.

Verification

10) We take steps to help ensure reviews on our website come from genuine customers.

11) A review marked with the “Verified Buyer” badge and checkmark indicates our system has confirmed the reviewer purchased the relevant product from a Bondi Sands online store (bondisands.com.au, bondisands.co.uk, bondisands.eu or bondisands.com).

12) Reviews submitted through our website or review collection widget are subject to automated verification checks by our review partner, Yotpo. These checks include:

a)    email verification to authenticate the reviewer’s identity; and 

b)    verification against our order records to confirm the reviewer purchased the product they are reviewing.

13) Reviews that do not meet the above criteria may still be published but will not display the “Verified Buyer” badge or checkmark.

Misleading practices

14) We do not:

a)    cherry pick reviews by only publishing positive reviews or suppressing negative reviews;

b)    rank positive reviews ahead of negative reviews or otherwise suppress negative feedback;

c)    discourage consumers from leaving negative reviews;

d)    use reviews relating to one product to promote another product;

e)    use old reviews for a product where a material change (such as a change in formula) is likely to affect customer experience;

f)     ask third parties to submit fake reviews;

g)    display star ratings generated using fake reviews;

h)    omit or obscure disclosures relating to incentivised reviews; or

i)     publish review scores, averages or rankings that are false or misleading.

15) Average star ratings are based on the average of published reviews and are updated whenever reviews are added or removed.

Collecting reviews

16) Where we collect reviews directly:

a)    customers are encouraged to share their genuine experiences;

b)    automated and manual checks may be used to detect suspicious activity;

c)    customers are never required to leave positive reviews as a condition of purchase, support or incentives.

Moderation and removal

17) Most reviews are published automatically, however, some may be temporarily held for moderation. 

18) We may remove or refuse to publish reviews that

a)    are fake or suspected to be fake;

b)    are incentivised without proper disclosure;

c)    contain offensive, abusive, unlawful, explicit or otherwise inappropriate content;

d)    are not relevant to the product or service being reviewed;

e)    include images, videos or other media that are irrelevant, misleading or inappropriate.

19) Reviews are not removed solely because they are negative. 

20) Where reviews are removed, we take reasonable steps to ensure that:

a)    aggregate scores, averages and rankings are updated accordingly; and

b)    remaining review information does not become misleading.

21) To prevent and address fake or misleading reviews, we take steps including:

a)    maintaining this policy;

b)    monitoring reviews for suspicious patterns or content;

c)    training relevant staff on review compliance; and

d)    investigating and acting on reports of fake or misleading reviews.

Reporting

22) Customers, reviewers and third parties may report suspected fake or misleading reviews by contactinginfo@bondisands.co.uk. Reports are reviewed promptly and fairly.

Third‑party platforms

23) Where reviews appear on third‑party platforms, we expect those platforms to operate review systems consistent with consumer protection law. 

24) We do not commission, encourage or procure fake or concealed incentivised reviews on any platform.

Enforcement

25) Breaches of this policy may result in:

a)    removal of reviews;

b)    suspension of reviewing privileges;

c)    termination of commercial relationships; and/or

d)    further action where required by law.

Use of reviews in marketing

26) Where customer reviews are used in marketing or promotional material, we ensure they are genuine, accurate and representative of real customer experiences. 

27) Reviews may be lightly edited for clarity, grammar or length provided the original meaning or sentiment is not changed. 

28) We do not use reviews that are fake, misleading, incentivised without disclosure or otherwise inappropriate and take reasonable steps to ensure all use complies with applicable law.