Scope of this policy
This Contact & Solicitation Policy applies to the use of LG Aurelia Ltd customer-facing contact channels, including our website contact form and any contact route presented primarily for customer care, product support, order assistance, returns, refunds, warranty enquiries or general customer enquiries.
Publishing a contact form, email address or other contact route does not amount to an invitation for unrestricted sales prospecting, bulk marketing, automated outreach or deceptive commercial solicitation.
Permitted contact
Our customer contact channels may be used for genuine enquiries such as:
- questions about jewellery, watches, products, availability, sizing or specifications;
- existing orders, delivery, returns, refunds, warranties or aftercare;
- genuine pre-purchase questions from prospective customers;
- legitimate legal, regulatory, press or rights-related correspondence;
- relevant trade, supplier or brand approaches where the commercial nature of the enquiry is clearly disclosed and not disguised as customer contact.
Prohibited unsolicited solicitation
Unless LG Aurelia has specifically invited the approach, customer-facing contact channels must not be used to send unsolicited sales or promotional pitches for services including, without limitation:
Changing the wording of a sales pitch to make it look like a customer enquiry does not make the contact permitted.
False or disguised customer enquiries
Do not select a customer enquiry category, invent an order issue, claim to be considering a purchase, or otherwise present yourself as a customer or prospective customer when the real purpose of the message is to sell, promote or market goods or services to LG Aurelia.
Deliberately disguising a commercial sales pitch as customer contact is treated as misuse of the contact system and may result in immediate blocking without response.
Contact-form acknowledgement
Where our contact form requires an acknowledgement of this policy before the remaining contact options are enabled, ticking that acknowledgement confirms that the sender has read the notice presented to them and represents that the submission is not prohibited unsolicited sales, marketing or promotional contact.
A sender must not tick the acknowledgement merely to bypass the restriction. Where a submission is commercial in nature, it must be identified honestly and must use an appropriate permitted route where one is available.
What LG Aurelia may do when this policy is ignored
Where we reasonably consider a submission to breach this policy, we may:
- delete or disregard the message without response;
- block the sender, email address, domain or other associated contact route;
- restrict repeated access to customer contact channels where technically appropriate;
- retain relevant records where reasonably necessary for security, abuse prevention, dispute handling or legal claims;
- report abusive or deceptive activity to relevant email, hosting, domain, platform or network providers;
- make a complaint to an appropriate regulator or authority where we reasonably believe the circumstances warrant it; and
- pursue any civil or other remedy that is genuinely available to LG Aurelia under applicable law.
LG Aurelia is not obliged to engage with, respond to, review proposals from, or provide a rejection notice to persons using customer channels for unsolicited commercial prospecting.
Costs, losses and legal remedies
LG Aurelia reserves the right, where a proper legal basis exists, to seek recovery of reasonable losses, costs or expenses actually incurred as a result of unlawful conduct, actionable misuse, breach of an enforceable agreement, or other conduct giving rise to a recoverable claim.
This policy does not purport to create a statutory fine. Nothing in this policy guarantees that a fixed charge, damages award, legal costs or any other sum will be recoverable in a particular case. Any recovery will depend on the facts, the applicable law and, where necessary, the decision of a court or other competent body.
Abuse records and technical information
Where reasonably necessary and lawful, LG Aurelia may retain information connected with a submission, including the message itself and relevant technical or security records, for purposes such as preventing abuse, maintaining system security, recording objections, handling disputes, protecting legal rights and establishing or defending legal claims.
Personal information is handled in accordance with our Privacy Policy and applicable data-protection law.
Reservation of rights
Nothing in this policy limits any right or remedy available to LG Aurelia Ltd under contract, tort, data-protection law, privacy and electronic communications rules, intellectual-property law or any other applicable law.
We may update this policy where our contact systems, business practices or legal obligations change. Continued use of the contact form is subject to the version presented at the time of submission.
Need help with a genuine customer enquiry?
Customer Care is for product questions, orders, delivery, returns, warranties and genuine pre-purchase support. It is not a route for sales, marketing or agency pitches. If LG Aurelia requires a service, supplier or agency, we will identify and contact suitable providers ourselves. Unsolicited commercial approaches through Customer Care may be ignored and blocked.