Privacy Policy

Overview

Restoration Warehouse Pty Ltd (ABN 87 662 163 886), referred to in this policy as “Restoration Warehouse”, “we”, “us” or “our”, respects your privacy and is committed to handling personal information responsibly.

We manage personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

Information we collect

The personal information we collect depends on how you interact with us and may include:

• your name, business name, job title and contact details;
• billing, delivery and service addresses;
• account details, order history, quotations, invoices and customer service records;
• payment status and transaction references supplied by payment providers;
• products, services, hire equipment or technical support you enquire about;
• communications you send to us by telephone, email, website form or social media;
• website usage information, device details, IP address and browser information;
• marketing preferences and newsletter subscription details; and
• other information you voluntarily provide to us.

Please do not provide sensitive personal information unless it is reasonably necessary for your enquiry or we have asked you to provide it.

How we collect information

We generally collect information directly from you when you:

• browse or purchase through our website;
• create or update an online account;
• request a quote, product recommendation, hire item, service or repair;
• contact our team or subscribe to marketing communications;
• enter a promotion, provide feedback or submit a review; or
• deal with us as a supplier, contractor or business contact.

We may also receive information from delivery providers, payment providers, connected ecommerce or inventory systems, marketplaces, service partners, publicly available sources, or a person authorised to act for you.

How we use information

We may use personal information to:

• process payments, orders, deliveries, returns and refunds;
• provide quotations, equipment hire, servicing, repairs and technical support;
• manage customer accounts, product availability and order communications;
• respond to questions, complaints, warranty requests and other enquiries;
• improve our website, products, services, customer experience and business operations;
• detect fraud, misuse, security incidents and unlawful activity;
• maintain business, financial, safety and compliance records;
• send relevant marketing where permitted and honour opt-out requests; and
• meet our legal, regulatory, insurance and taxation obligations.

If we cannot collect information reasonably required for a transaction, we may be unable to supply the requested product or service.

Who we share information with

We may disclose information where reasonably necessary to:

• couriers, freight carriers, warehouses and delivery partners;
• payment processors, banks and fraud-prevention services;
• website hosting, cloud, email, analytics, security and IT providers;
• inventory, accounting, ecommerce and customer-management platforms;
• manufacturers, suppliers and authorised service or warranty providers;
• professional advisers, insurers, auditors and debt-recovery providers;
• marketplaces or sales channels through which an order was placed; and
• government bodies, regulators, courts or law-enforcement agencies where required.

We do not sell personal information. We require service providers to use information only for the relevant service and to handle it appropriately.

Overseas disclosure

Some technology, cloud, marketplace, payment, analytics or support providers may store or process information outside Australia. The countries involved can change as providers update their infrastructure and subcontractors.

Where overseas disclosure occurs, we take reasonable steps appropriate to the circumstances to ensure personal information is handled consistently with applicable Australian privacy requirements.

Payments and online orders

Online payments may be processed by third-party payment providers. Restoration Warehouse does not ordinarily receive or store your complete payment-card number. Payment providers handle payment information under their own terms and privacy policies.

We may retain transaction references, payment status, invoice information and limited payment details required for reconciliation, refunds, fraud prevention and record keeping.

Cookies and website analytics

Our website may use cookies and similar technologies to keep the store functioning, remember preferences, maintain shopping carts, secure accounts, measure website performance and understand how visitors use the site.

You can restrict cookies through your browser settings. Some essential store, login, cart or checkout functions may not work correctly if cookies are disabled.

Marketing communications

We may send product news, offers or other relevant business communications where you have consented, where permitted by law, or where you would reasonably expect us to do so.

You can unsubscribe using the link in an electronic message or by contacting us. We may still send essential service messages about active orders, accounts, payments, warranties, security or legal matters.

Security and retention

We use reasonable administrative, physical and technical measures designed to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure.

No internet transmission or storage system is completely secure. You should keep account credentials confidential and contact us promptly if you suspect unauthorised account access.

We retain information for as long as reasonably required for the purpose for which it was collected, to maintain business and transaction records, resolve disputes and satisfy legal, accounting, tax and warranty obligations. Information that is no longer required is destroyed or de-identified where reasonably practicable and legally permitted.

Access and correction

You may ask to access personal information we hold about you or request that inaccurate, out-of-date, incomplete, irrelevant or misleading information be corrected.

We may need to verify your identity before acting on a request. In some circumstances the law permits us to refuse access or correction. If that occurs, we will explain the reason where required and available.

Privacy enquiries and complaints

If you have a privacy concern, contact us using the details below and explain the issue. We will acknowledge and investigate the matter and aim to respond within a reasonable period.

If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner through oaic.gov.au.

Data breaches

We assess suspected data breaches and take steps to contain and respond to incidents. Where the Notifiable Data Breaches scheme applies and an eligible data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner as required.

Other privacy matters

External websites

Our website may link to external websites. We are not responsible for the privacy practices or content of third parties, and you should review their privacy policies.

Children

Our products and services are intended for adults and businesses. We do not knowingly seek to collect personal information directly from children without appropriate authority.

Changes to this policy

We may update this policy when our business practices, service providers or legal obligations change. The current version will be published on this page with its updated date.