1. About This Policy

This Privacy Policy explains how Furver Australia ("Furver", "we", "us", or "our") handles the personal information of individuals who visit our website at furver.com.au, create an account, make a purchase, or otherwise interact with our services. Throughout this document, we refer to you as "you" or "your".

We are committed to managing your personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles ("APPs"). You can learn more about the APPs and your rights under the Privacy Act by visiting the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal obligations. When we do, we will revise the "Last updated" date at the top of this page and publish the updated version on our website. We encourage you to review this page periodically. Your continued use of our website after any changes indicates your acceptance of the updated policy.

2. Who This Policy Applies To

This Privacy Policy applies to anyone who accesses our website from Australia or purchases our products in Australia. It covers all visitors, registered account holders, and customers, regardless of whether a transaction is completed.

Our website is intended for individuals who are at least 18 years of age. We do not knowingly collect personal information from anyone under 18. If we become aware that we have inadvertently gathered information from a minor, we will take prompt steps to delete that information from our records.

By providing personal information to us — whether through our website, over the phone, by email, or through any other channel — you consent to our collection, use, and disclosure of that information as described in this Privacy Policy.

You are not obligated to share any personal information with us. However, if you choose not to provide certain information, we may be unable to process your orders, respond to your enquiries, deliver products to you, or provide you with the full range of features and services available through our website.

4. What Personal Information We Collect

"Personal information" means any information or opinion about an identified individual, or an individual who is reasonably identifiable, whether the information is true or not and whether it is recorded in a material form or not. The types of personal information we may collect depend on how you interact with us and may include:

Identity and Contact Details

Your full name, email address, telephone number, and residential or delivery address.
Account login credentials, including your username and any information used to authenticate your identity through our third-party login provider.

Transaction and Order Information

Details of the products you purchase, order history, delivery preferences, and any promotional codes you apply.
Shipping and billing addresses associated with your orders.

Browsing and Interaction Data

Information collected automatically when you visit our website, including your IP address, browser type, operating system, device identifiers, pages visited, time spent on each page, and referring URLs.
Products you have viewed, items added to your cart or wishlist, and search queries entered on our website.

Communications and Feedback

Messages you send through our live chat feature, customer service enquiries, and any correspondence between you and our team.
Product reviews, ratings, and photographs you submit through our review system.

Marketing Preferences

Your subscription status for newsletters and promotional communications, along with your interaction history with those communications (such as whether you opened an email or clicked a link).

5. How We Collect Your Personal Information

We collect personal information through a variety of channels, and we aim to be transparent about each method:

Directly From You

We gather information that you voluntarily provide when you create an account, place an order, complete your profile, submit a product review, use our live chat, subscribe to our newsletter, or contact us by email or telephone.

Automatically Through Your Use of Our Website

When you browse our website, our servers automatically record certain technical data. This includes your IP address, the pages you visit, the duration of your visit, your device type and browser, and the website that referred you to us. We use analytics tools to compile this data into aggregate statistics that help us understand how our website is used and how we can improve it.

Through Cookies and Similar Technologies

We use cookies and comparable tracking technologies to enhance your experience on our website. Cookies are small data files stored on your device that allow us to remember your preferences, keep you logged in, and understand how you navigate our website. You can manage your cookie preferences through your browser settings, although disabling cookies may limit certain functionality. For further details, please refer to Section 10 of this policy.

From Third-Party Services

When you log in to our website using a third-party authentication provider, we receive basic profile information (such as your name and email address) from that provider. We may also receive information from our payment processor regarding the status of your transactions, though we do not receive or store your full credit card details.

6. Why We Collect and Use Your Personal Information

We collect and use your personal information only for purposes that are reasonably necessary for our business operations and to provide you with a quality shopping experience. These purposes include:

Processing orders and payments: to fulfil your purchases, arrange delivery, process refunds or exchanges, and communicate with you about the status of your orders.
Managing your account: to create and maintain your account, verify your identity, and provide you with access to your order history, wishlist, and saved preferences.
Customer support: to respond to your enquiries, resolve complaints, and assist you through our live chat and email support channels.
Improving our products and services: to analyse browsing patterns, purchasing trends, and customer feedback so that we can enhance our product range, website functionality, and overall customer experience.
Marketing and communications: to send you newsletters, promotional offers, product recommendations, and information about sales or events that may interest you, provided you have opted in to receive such communications or where we are otherwise permitted to do so under the Spam Act 2003 (Cth).
Abandoned cart reminders: if you add items to your shopping cart but do not complete your purchase, we may send you a reminder email to help you return to your cart. You can opt out of these reminders at any time.
Review and feedback requests: after your order has been delivered, we may invite you to leave a product review to help other customers make informed purchasing decisions.
Security and fraud prevention: to protect our website, detect and prevent fraudulent activity, and ensure the safety of our systems and your data.
Legal compliance: to meet our obligations under applicable laws, regulations, and legal processes, including responding to lawful requests from government authorities.

We limit our processing of your personal information to what is reasonably necessary for the purposes outlined above. We will not use your information for purposes that are materially different from those described in this policy without first obtaining your consent.

7. Direct Marketing

We may use your personal information to send you marketing communications about our products, promotions, and events. We comply with the Spam Act 2003 (Cth) and will only send you electronic marketing messages where you have consented to receive them or where we are otherwise permitted by law.

Every marketing email we send includes a clear and functional unsubscribe link. You can opt out of marketing communications at any time by clicking that link or contacting us directly. Please note that even if you opt out of marketing emails, we may still send you transactional communications related to your orders, account security, or changes to our terms and policies.

We do not sell your personal information to third parties. We may, however, share your information with trusted service providers and partners who assist us in operating our business. These include:

Payment processors: we use Stripe to process payments securely. When you make a purchase, your payment details are transmitted directly to Stripe and are subject to their privacy policy. We do not store your full credit card number, expiry date, or CVV on our servers.
Email and marketing platforms: we use third-party email service providers to send transactional emails (such as order confirmations and shipping notifications) and marketing communications (such as newsletters and promotional offers).
Cloud hosting and storage providers: our website and data are hosted on cloud infrastructure provided by third-party services. Files you upload (such as review photographs) are stored using secure cloud storage.
Analytics providers: we use analytics tools to understand how visitors use our website. These tools collect anonymised or pseudonymised data about your browsing behaviour.
Authentication providers: we use a third-party authentication service to manage account login. When you sign in, basic profile information is shared between the authentication provider and our website.
Delivery and logistics partners: we share your name, delivery address, and contact number with our shipping partners so they can deliver your orders.
Professional advisers: we may share information with our legal, accounting, or insurance advisers where necessary for the conduct of our business.
Law enforcement and regulatory bodies: we may disclose your information where required or authorised by law, including in response to court orders, subpoenas, or requests from government agencies.

We require all third-party service providers to handle your personal information in accordance with applicable privacy laws and to use it only for the specific purposes for which it was shared.

9. Cross-Border Disclosure

Some of the third-party service providers we work with are based outside Australia. As a result, your personal information may be transferred to, stored in, or processed in countries other than Australia, including but not limited to the United States and Singapore.

Before disclosing your personal information to an overseas recipient, we take reasonable steps to ensure that the recipient handles your information in a manner consistent with the Australian Privacy Principles. Where this is not possible, we will seek your consent or rely on other lawful grounds for the transfer.

Please be aware that the privacy laws of other countries may not provide the same level of protection as Australian law. By using our website and providing your personal information, you acknowledge that your data may be processed in jurisdictions outside Australia.

10. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to provide you with a better browsing experience. Cookies are small text files placed on your device by your web browser. They serve a number of functions, including:

Essential cookies: these are necessary for the basic operation of our website, such as maintaining your login session, remembering items in your shopping cart, and enabling secure checkout.
Analytics cookies: these help us understand how visitors interact with our website by collecting information about pages visited, time spent on each page, and navigation patterns. This data is typically aggregated and anonymised.
Preference cookies: these remember your settings and choices (such as your preferred language or recently viewed products) so that we can personalise your experience on return visits.

Most web browsers allow you to control cookies through their settings. You can choose to block all cookies, accept only certain types, or receive a notification each time a cookie is set. However, if you disable essential cookies, some features of our website — such as the shopping cart and checkout — may not function correctly.

We do not use cookies to collect sensitive personal information such as your credit card details or health information.

11. Data Retention

We retain your personal information only for as long as it is reasonably necessary to fulfil the purposes for which it was collected, or as required by law. The retention period depends on the nature of the information and the context in which it was provided:

Account information: retained for as long as your account remains active. If you request account deletion, we will remove your personal data within a reasonable timeframe, subject to any legal obligations that require us to retain certain records.
Order and transaction records: retained for a minimum of seven years to comply with Australian taxation and consumer law requirements.
Marketing preferences: retained until you withdraw your consent or unsubscribe from our communications.
Browsing and analytics data: typically retained in an aggregated or anonymised form and is not linked to your identity after a reasonable period.

When personal information is no longer needed, we will take reasonable steps to destroy it securely or to de-identify it so that it can no longer be associated with you.

12. How We Protect Your Information

We take the security of your personal information seriously and employ a range of physical, technical, and organisational measures to safeguard it against misuse, interference, loss, unauthorised access, modification, and disclosure. These measures include:

Encryption of data transmitted between your browser and our servers using industry-standard TLS (Transport Layer Security) protocols.
Secure storage of personal information on access-controlled cloud infrastructure with regular security audits.
Restricting access to personal information to authorised personnel who require it for legitimate business purposes.
Using secure, tokenised payment processing through Stripe, which means we never store your full credit card details on our systems.

While we strive to protect your personal information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security, but we are committed to taking all reasonable precautions to minimise risk.

13. Accessing and Correcting Your Information

Under the Australian Privacy Principles, you have the right to request access to the personal information we hold about you and to ask us to correct any information that is inaccurate, out of date, incomplete, or misleading.

You can view and update much of your personal information directly through your account settings on our website, including your name, email address, phone number, and delivery address.

For information that cannot be updated through your account, or if you would like a comprehensive summary of the personal data we hold about you, please contact us using the details in Section 16. We will respond to your request within a reasonable timeframe, and in most cases within 30 days. We may need to verify your identity before providing access.

In certain limited circumstances, we may decline a request for access or correction — for example, where granting access would unreasonably affect the privacy of another individual, or where we are required by law to retain the information in its current form. If we refuse your request, we will provide you with a written explanation of the reasons.

14. Anonymity and Pseudonymity

Where it is lawful and practicable, you have the option of interacting with us without identifying yourself or by using a pseudonym. For example, you may browse our product catalogue and read product information without creating an account or providing any personal details.

However, certain activities — such as placing an order, creating an account, submitting a review, or contacting our customer support team — require us to collect your personal information in order to fulfil your request. In those cases, anonymity or pseudonymity may not be practicable.

15. Complaints

If you believe that we have handled your personal information in a way that breaches the Australian Privacy Principles or any applicable privacy legislation, you are entitled to lodge a complaint with us. To do so, please contact us using the details provided in Section 16 below.

We take all privacy complaints seriously. Upon receiving your complaint, we will acknowledge it promptly and investigate the matter thoroughly. We aim to resolve complaints within 30 days of receipt. We will keep you informed of the progress and outcome of our investigation.

If you are not satisfied with our response, or if you believe that we have not adequately addressed your concerns, you may escalate your complaint to the Office of the Australian Information Commissioner (OAIC). You can contact the OAIC by visiting www.oaic.gov.au or by calling 1300 363 992.

16. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your personal information, we encourage you to get in touch with us through the live chat feature on our website or by visiting our Contact page.

Furver Australia
Email: support@furver.com.au

We are committed to addressing your enquiries promptly and transparently.

Privacy Policy