Privacy Policy

The Orchid Patio respects your privacy and is committed to protecting the personal information of our customers, website visitors and subscribers.

This Privacy Policy explains how we collect, hold, use and disclose personal information. It has been prepared having regard to the Privacy Act 1988 (Cth) and the Australian Privacy Principles where they apply to us.

In this Privacy Policy, “we”, “us” and “our” refer to The Orchid Patio. “You” refers to any person who interacts with us, uses our website, purchases products from us, subscribes to our mailing list or otherwise provides personal information to us.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

The kinds of personal information we may collect include:

• your name;
• billing and delivery address;
• email address;
• phone number;
• order details and purchase history;
• payment and transaction information;
• account, login or customer profile information, if applicable;
• communications you send to us, including enquiries, feedback, reviews and customer support messages;
• marketing preferences, including newsletter subscriptions and unsubscribe requests;
• information you provide when entering promotions, completing surveys or responding to campaigns;
• technical and website usage information, including IP address, browser type, device information, pages visited, referral source and cookie identifiers; and
• any other information you choose to provide to us.

We generally do not seek to collect sensitive information, such as information about your health, race, ethnicity, religious beliefs or political opinions. If you provide sensitive information to us voluntarily, we will handle it in accordance with applicable privacy laws.

We do not usually store complete credit card details. Payments are generally processed by third-party payment providers. Those providers may collect and process payment information in accordance with their own terms and privacy policies.

We may collect personal information directly from you when you:

• place an order through our website;
• create an account or customer profile;
• subscribe to our mailing list;
• contact us by email, phone, social media, website form or direct message;
• participate in a promotion, giveaway, event or survey;
• leave a review, comment, testimonial or other user-generated content;
• interact with our advertising, social media pages or website; or
• otherwise communicate with us.

We may also collect personal information automatically when you use our website through cookies, pixels, analytics tools and similar technologies.

In some circumstances, we may receive personal information from third parties, including payment processors, delivery providers, ecommerce platforms, marketing platforms, analytics providers, social media platforms, advertising partners or other service providers. Where we receive personal information from a third party, we will handle it in accordance with this Privacy Policy.

We collect, hold, use and disclose personal information for purposes connected with operating our business, including to:

• process, fulfil and deliver orders;
• confirm payments and prevent fraud;
• communicate with you about your order, delivery, return, refund or warranty claim;
• provide customer support and respond to enquiries;
• manage customer accounts and purchase history;
• provide product care information, updates and service notices;
• send marketing communications where permitted by law;
• personalise your website experience and improve our products, services and website;
• conduct promotions, surveys, competitions or customer feedback activities;
• analyse website traffic, customer behaviour and marketing performance;
• manage inventory, business operations, accounting, recordkeeping and administration;
• comply with legal, regulatory, insurance, tax and accounting obligations;
• protect our legal rights, business, property, customers and website security; and
• investigate suspected fraud, misuse, unlawful activity or breach of our Terms and Conditions.

We may use de-identified or aggregated information for business analysis, product development, marketing insights and website improvement.

We may send you marketing communications about our products, promotions, launches, events, care guides or other updates where you have consented to receive them or where we are otherwise permitted by law to do so.

Marketing communications may be sent by email, SMS, social media advertising, online advertising or other electronic channels.

You can unsubscribe from marketing emails by using the unsubscribe link in the email or by contacting us. You can opt out of SMS marketing by following the opt-out instructions in the message or contacting us.

We will take reasonable steps to give effect to unsubscribe requests within a reasonable time and as required by law. Even if you unsubscribe from marketing communications, we may still send you non-marketing communications, such as order confirmations, delivery updates, customer service messages, warranty communications or legally required notices.

We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy, including to:

• ecommerce, website and hosting providers;
• payment processors and fraud prevention providers;
• delivery, courier, postal and logistics providers;
• email marketing and customer relationship management providers;
• analytics, advertising and social media platforms;
• IT, data storage, cybersecurity and software providers;
• professional advisers, including lawyers, accountants, insurers and auditors;
• contractors, suppliers, service providers and business partners who assist us to operate our business;
• government agencies, regulators, law enforcement bodies, courts or tribunals where required or authorised by law; and
• a purchaser, prospective purchaser or adviser in connection with a sale, merger, restructure or transfer of all or part of our business.

We do not sell personal information.

Where we disclose personal information to service providers, we take reasonable steps to ensure that they handle personal information consistently with this Privacy Policy and applicable privacy laws.

Some of our service providers may store, process or access personal information outside Australia. This may include providers of ecommerce platforms, website hosting, cloud storage, payment processing, email marketing, analytics, advertising, social media, customer support and IT services.

The countries in which information may be stored or accessed will depend on the service providers we use from time to time. These may include the United States, Canada, the United Kingdom, countries in the European Union, New Zealand, Singapore or other locations where our service providers or their related bodies corporate operate.

Before disclosing personal information to overseas recipients, we will take reasonable steps as required by applicable privacy laws to ensure that the information is handled appropriately, unless an exception applies.

Our website may also contain links to third-party websites or platforms. We are not responsible for the privacy practices, content or security of third-party websites. You should review the privacy policy of any third-party website or service before providing personal information to them.

Our website may use cookies, pixels, tags, analytics tools and similar technologies to improve website functionality, understand how visitors use our website, remember preferences, support checkout functions, measure marketing performance and deliver relevant advertising.

Cookies are small files stored on your browser or device. They may collect information such as your IP address, device type, browser, pages visited, time spent on the website, referral source and interactions with our website or advertising.

We may use third-party services such as website analytics providers, advertising platforms, ecommerce platforms and social media platforms. These providers may use cookies or similar technologies to collect information about your use of our website and other websites.

You can manage or disable cookies through your browser settings. However, some parts of our website may not function properly if cookies are disabled, including checkout, account or cart features.

You may also be able to manage advertising preferences through the settings provided by relevant advertising platforms, browsers or devices.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

These steps may include secure website technology, restricted access controls, password protection, third-party payment processing, staff and contractor confidentiality obligations, and appropriate data storage practices.

However, no method of electronic transmission or storage is completely secure. We cannot guarantee the security of information transmitted to or from us over the internet.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to fulfil orders, provide customer support, comply with legal and tax obligations, resolve disputes, prevent fraud and maintain business records.

When personal information is no longer required, we will take reasonable steps to destroy it or de-identify it, unless we are required or permitted by law to retain it.

If a data breach occurs, we will take reasonable steps to contain, assess and respond to the breach. Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner.

You may request access to personal information we hold about you by contacting us.

You may also ask us to correct personal information if you believe it is inaccurate, out of date, incomplete, irrelevant or misleading.

We may need to verify your identity before responding to an access or correction request. We will respond within a reasonable time.

We will not charge you for making an access or correction request. However, where permitted by law, we may charge a reasonable fee for giving access to personal information, such as administrative, copying or retrieval costs. We will notify you before any such charge is incurred.

In some circumstances, we may refuse access or correction where permitted by law. If we refuse a request, we will provide reasons where it is reasonable and lawful to do so.

If you have a question or complaint about how we handle personal information, please contact us at:

The Orchid Patio
Email: info@theorchidpatio.com.au

Please include your name, contact details and a description of your concern.

We take privacy complaints seriously and will respond within a reasonable time. We may need to request further information from you to assess and respond to your complaint.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

We may update this Privacy Policy from time to time by publishing an updated version on our website. The updated policy will apply from the date it is published, unless otherwise stated.

We encourage you to review this Privacy Policy periodically so that you remain informed about how we handle personal information.