Privacy Policy

AUSTPEK PTY LTD 

ABN 85 092 996 328 
Trading as Austpek Bathrooms 

Last updated: [25/06/2026] 
Effective from: [25/06/2026] 

1. About this Privacy Policy 

Austpek Pty Ltd trading as Austpek Bathrooms, referred to in this Privacy Policy as Austpek, Austpek Bathrooms, we, us or our, respects your privacy and is committed to protecting your personal information. 

This Privacy Policy explains how we collect, hold, use and disclose personal information when you interact with us, including through our website, online store, showroom, customer-support channels, trade accounts, social media pages, marketing campaigns, product reviews, promotions, delivery and fulfilment services, and related business activities. 

We handle personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles, and other applicable laws, including the Spam Act 2003 (Cth). 

By using our website, creating an account, placing an order, applying for a trade account, contacting us, subscribing to marketing, uploading an image, or otherwise providing personal information to us, you acknowledge that we will handle your personal information in accordance with this Privacy Policy. 

2. What personal information we collect 

The personal information we collect depends on how you interact with us. We may collect the following types of information. 

Contact and identity information 

This may include your name, email address, phone number, billing address, delivery address, postcode, suburb, state, country, company name, job title, business name, ABN, and other details you provide to identify or contact you. 

Account information 

If you create an account with us, we may collect your login details, account preferences, saved addresses, wishlist activity, order history, trade-account status, loyalty or rewards information, and communication preferences. 

Order, transaction and payment information 

We may collect information about products you view, add to cart, order, return or exchange. This may include product preferences, order history, invoice details, payment status, delivery details, refund details, warranty information and transaction references. 

We do not store full credit-card numbers. Payments are processed by secure third-party payment providers. We may receive limited payment-related information, such as payment method type, transaction status, payment reference, billing details, fraud-screening information and refund records. Where necessary, we may collect bank-account details to process refunds, trade payments, account adjustments or other payment-related matters. 

Trade and commercial account information 

If you apply for or use a trade or commercial account, we may collect business details, role or trade type, ABN or company details, project details, quote history, order history, annual spend, trade-tier status, discount eligibility, referral activity, account-manager notes, communications with our team, and information needed to provide trade pricing, priority service or account support. 

Enquiry, quote and customer-support information 

When you contact us, request a quote, submit a product enquiry, use live chat, contact our help centre, make a complaint, request a return, submit a warranty claim, or communicate with us through phone, email, social media or messaging platforms, we may collect your contact details, message content, attachments, photos, order details, product details, delivery information, call notes, chat transcripts and any other information you choose to provide. 

Website, device and usage information 

When you use our website or interact with our digital content, we may collect technical and usage information, including your IP address, browser type, device type, operating system, pages viewed, products viewed, search terms, referral source, approximate location, cart activity, checkout activity, click behaviour, marketing interactions, session information, cookies, pixels and similar tracking technologies. 

Image uploads and user-generated content 

If you upload an image to our website, image-search feature, customer-support channels, review platform, social media pages or other forms, we may collect and process that image and related metadata. Uploaded images may include bathroom spaces, renovation inspiration, screenshots, products, rooms, home interiors or other content you provide. 

If you submit reviews, testimonials, project images, social media content, tags, comments or other public content, we may collect the content, your display name, social media handle and related information. 

Marketing and preference information 

We may collect your marketing preferences, subscription status, consent records, unsubscribe status, product interests, campaign interactions, promotion entries, abandoned-cart activity, review-request activity and other information relevant to providing offers, updates and personalised content. 

Sensitive information 

We generally do not seek to collect sensitive information, such as health information, racial or ethnic origin, political opinions, religious beliefs or biometric information. If you provide sensitive information to us, for example in delivery instructions, accessibility requirements, product-support enquiries or complaint information, we will only use it for the purpose for which it was provided or as otherwise permitted by law. 

3. How we collect personal information 

We collect personal information in several ways, including: 

when you visit or browse our website; 

when you create an account or log in; 

when you apply for or use a trade account; 

when you place an order, request a quote, make a payment or request a refund; 

when you contact us by phone, email, live chat, contact form, social media, messaging platform or in person; 

when you submit a return, exchange, warranty claim, complaint or product-support request; 

when you subscribe to our newsletter, SMS updates, promotions or loyalty programs; 

when you enter a competition, respond to a survey, submit a review or provide feedback; 

when you upload images, files or project photos; 

when you interact with our advertising, emails, SMS messages, social media pages or online content; 

when you visit our showroom or attend an Austpek event; and 

through cookies, pixels, analytics tools and similar technologies used on our website and marketing channels. 

We may also collect personal information from third parties where permitted by law, including payment providers, delivery providers, product suppliers, manufacturers, distributors, fraud-prevention providers, marketing platforms, analytics providers, social media platforms, review platforms, customer-support tools, trade referrals and publicly available sources. 

4. Why we collect, hold, use and disclose personal information 

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

process and fulfil orders; 

arrange delivery, pickup, shipping, supplier dispatch and product fulfilment; 

process payments, refunds, exchanges, credits and account adjustments; 

provide invoices, receipts, order confirmations and delivery updates; 

respond to enquiries, provide customer support and resolve complaints; 

provide product advice, custom quotes, package pricing and project support; 

manage returns, exchanges, warranty claims, product issues and supplier claims; 

create and manage customer accounts, trade accounts, loyalty programs and membership benefits; 

assess trade-account eligibility, trade tiers, discount access, priority support and account-manager allocation; 

personalise website content, product recommendations, search results, offers and communications; 

send marketing communications, promotions, product updates, sale alerts, abandoned-cart reminders, review requests and customer surveys, where permitted by law; 

measure and improve advertising performance across platforms such as search, social media, email and other digital channels; 

operate cookies, pixels, analytics, retargeting, conversion tracking and similar technologies; 

improve our website, product range, pricing, merchandising, customer experience and operational processes; 

conduct internal reporting, analytics, forecasting, training, auditing and business planning; 

manage supplier, manufacturer, brand-partner and logistics relationships; 

prepare aggregated or de-identified reports for internal use, suppliers, brand partners or commercial partners; 

detect, investigate and prevent fraud, cyber incidents, misuse of trade pricing, unauthorised account access or other unlawful activity; 

comply with legal, tax, accounting, regulatory, insurance and record-keeping obligations; 

protect our rights, property, customers, staff and business operations; and 

handle disputes, legal claims, debt recovery, investigations and regulatory requests. 

5. Trade and commercial accounts 

Austpek provides trade and commercial account features, including trade pricing, tiered benefits, priority support, custom quotes and account management. 

If you apply for or use a trade account, we may use your personal information and business information to assess your eligibility, verify account details, assign trade pricing, calculate spend thresholds, allocate trade tiers, provide benefits, manage referrals, prevent misuse of trade pricing, provide project support and communicate with you about trade offers or account updates. 

Your trade tier or trade benefits may be based on information such as account type, order history, transactional history, annual spend, quote history, referral activity, payment history, project requirements and business relationship with Austpek. 

We may use systems and internal tools to assist with account segmentation, trade-tier updates, discount management and customer-service prioritisation. Where a decision may materially affect your access to a significant account benefit, we may review the matter manually where appropriate. 

6. Orders, delivery, suppliers and product fulfilment 

Austpek works with product suppliers, manufacturers, distributors, couriers, freight companies, warehouses and service providers to fulfil orders and provide support. 

To process and deliver your order, we may disclose necessary information to relevant third parties, including your name, contact details, delivery address, order details, product details, delivery instructions, warranty details and any information required to complete fulfilment, resolve delivery issues, process claims or provide after-sales support. 

Some products may be dispatched directly by suppliers or distributors. In these cases, your information may be provided to the supplier or logistics provider for fulfilment, delivery, warranty or customer-support purposes. 

7. Marketing, SMS, email and retargeting 

We may use your personal information to send you marketing communications, including emails, SMS messages, product updates, renovation inspiration, sale alerts, abandoned-cart reminders, review requests, loyalty updates, trade-account offers and personalised promotions. 

We will only send commercial electronic messages where we have your consent or where we are otherwise permitted by law. You can unsubscribe from marketing communications at any time by using the unsubscribe link in our emails, following the opt-out instructions in our SMS messages, updating your preferences where available, or contacting us. 

Unsubscribing from marketing communications will not stop important transactional or service-related messages, such as order confirmations, delivery updates, payment notices, account notices, warranty communications or responses to enquiries. 

We may also use advertising platforms and tracking technologies to show you relevant Austpek advertisements on third-party platforms, measure campaign performance, create customer segments, suppress advertising to existing customers where appropriate, and improve our marketing efficiency. 

8. Cookies, pixels and similar technologies 

Our website uses cookies, pixels, tags, scripts, software development kits, local storage and similar technologies. These technologies may be placed by us or by third-party providers. 

We may use these technologies for: 

website functionality, security and checkout operation; 

remembering preferences, login status and cart activity; 

analytics, reporting and performance measurement; 

product recommendations and personalisation; 

advertising measurement and attribution; 

retargeting and remarketing; 

email and SMS campaign performance; 

fraud prevention and website security; and 

improving our website and customer experience. 

You can adjust cookie settings through your browser. Where our website provides a cookie banner or preference tool, you can use that tool to manage available choices. Some cookies are necessary for our website, checkout, account and security functions. If you block or decline certain cookies, parts of our website may not function properly. 

Third-party platforms may also allow you to manage advertising preferences through their own settings. 

9. Image search, uploaded images and project photos 

Our website may allow you to upload images for image search, product discovery, customer support, product matching or related features. 

If you upload an image, we may process the image to identify similar products, provide search results, assist with customer service, improve search functionality, detect misuse, troubleshoot technical issues and maintain website security. 

Uploaded images may contain personal information, including home interiors, renovation details, screenshots, addresses, people, faces or metadata. You should avoid uploading images that contain people, private documents, visible addresses or personal information that is not necessary for the relevant feature. 

We may disclose uploaded images to technology providers, website providers or customer-support providers that help us operate the relevant feature. 

We will not use images uploaded solely for image search for unrelated marketing campaigns unless we have your permission or are otherwise permitted by law. We will not knowingly use your uploaded images for AI model training unless we have notified you and obtained consent where required by law. 

If you send us completed project images, tag us on social media, submit photos for reviews, or provide content for promotional use, we may contact you for permission to use that content in Austpek marketing, social media, website content, supplier reports or case studies. 

10. Reviews, social media and user-generated content 

If you submit a review, testimonial, photo, comment, social media tag or other user-generated content, we may collect and use that information to manage reviews, respond to feedback, improve our products and services, and promote Austpek. 

If you post publicly about Austpek or tag Austpek on social media, your content may be visible to others according to the privacy settings of the relevant platform. We may view, respond to, share or engage with public posts in accordance with the platform’s functionality and applicable law. 

If we want to use your private content, project images, customer story or personal testimonial in a more prominent marketing campaign, we will seek permission where appropriate. 

11. Who we disclose personal information to 

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

payment processors, banks and finance providers; 

fraud-prevention and security providers; 

product suppliers, manufacturers, distributors and warehouses; 

couriers, freight companies and delivery partners; 

ecommerce, website, hosting, cloud-storage and IT service providers; 

customer-support, help-desk, live-chat and communication platforms; 

email, SMS, CRM, loyalty, review and marketing platforms; 

analytics, search, advertising, retargeting and social media platforms; 

professional advisers, including accountants, lawyers, insurers, auditors and consultants; 

debt-collection agencies, dispute-resolution providers and enforcement bodies where required; 

government, regulatory, law-enforcement or tax authorities where required or authorised by law; 

related entities, contractors, staff, consultants and service providers who assist us with business operations; 

brand partners, suppliers or commercial partners, generally using aggregated or de-identified reporting where practicable; and 

prospective purchasers, investors, advisers or parties involved in a business sale, restructure, merger, financing transaction or transfer of assets, subject to appropriate confidentiality arrangements where required. 

We do not sell personal information in the ordinary sense of selling customer lists for unrelated third-party marketing. 

12. Overseas disclosure of personal information 

Some of our service providers, technology platforms, software providers, support teams, contractors, marketing platforms, analytics providers, payment providers, cloud providers or their sub-processors may be located outside Australia or may store or process information outside Australia. 

The countries in which overseas recipients are likely to be located may include the United States, Canada, the United Kingdom, countries in the European Union or European Economic Area, New Zealand, Singapore, the Philippines, India, Vietnam and other countries where our service providers or their sub-processors operate. 

Where we disclose personal information to overseas recipients, we take reasonable steps to ensure that those recipients handle personal information in a way that is consistent with the Australian Privacy Principles, unless an exception under Australian privacy law applies. 

Some overseas service providers may be subject to foreign laws that require them to disclose information to courts, law-enforcement agencies, regulators or government authorities in those countries. 

13. Storage and security 

We may hold personal information in electronic systems, cloud platforms, ecommerce systems, customer-support systems, accounting systems, marketing systems, secure databases, email accounts, business files and, where applicable, physical records. 

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure. These steps may include access controls, password protections, system permissions, secure payment processing, staff training, confidentiality obligations, vendor controls, monitoring, backup processes and other technical and organisational safeguards. 

No method of internet transmission, electronic storage or online communication is completely secure. While we take reasonable steps to protect personal information, we cannot guarantee absolute security. 

You are responsible for keeping your account login details secure and notifying us promptly if you suspect unauthorised access to your account. 

14. Retention of personal information 

We retain personal information for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide products and services, manage customer relationships, maintain business records, comply with tax and accounting obligations, handle warranties and returns, resolve disputes, prevent fraud, enforce agreements and comply with legal obligations. 

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

15. Accessing and correcting your personal information 

You may request access to the personal information we hold about you. You may also ask us to correct personal information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading. 

To request access or correction, contact our Privacy Officer using the details at the end of this Privacy Policy. 

We may need to verify your identity before responding. In some cases, we may refuse access or correction where permitted by law, for example where giving access would affect another person’s privacy, reveal commercially sensitive information, prejudice an investigation or be unlawful. If we refuse a request, we will explain the reason where reasonable and lawful to do so. 

16. Data Deletion

If you want to delete your Meta (Facebook) data and activities for Austpek Bathrooms, you can remove your information by following these steps:

1. Go to your Meta (Facebook) Account’s Setting & Privacy. Click “Settings”
2. Look for “Apps and Websites” and you will see all of the apps and websites you linked with your Facebook.
3. Search and Click “device” in the search bar.
4. Scroll and click “Remove”.
5. Congratulations, you have successfully removed your information.

17. Marketing preferences and unsubscribe requests 

You can opt out of marketing communications at any time. 

For email marketing, use the unsubscribe link in the email or contact us. For SMS marketing, follow the opt-out instructions in the message, such as replying STOP where available, or contact us. 

We will action unsubscribe requests within the time required by law. After unsubscribing, you may still receive transactional or service-related communications that are necessary for orders, payments, deliveries, account administration, warranties, safety notices or customer support. 

18. Privacy complaints 

If you have a concern or complaint about how we handle your personal information, please contact our Privacy Officer using the details below. 

Please include your name, contact details, the nature of your complaint and any relevant information. We will acknowledge your complaint and aim to respond within a reasonable time, generally within 30 days. 

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

19. Data breaches 

If we become aware of a suspected data breach involving personal information, we will assess the incident and take appropriate steps to contain, investigate and respond to it. 

Where required by law, we will notify affected individuals and the Office of the Australian Information Commissioner. 

20. Anonymity and pseudonymity 

Where practicable, you may deal with us anonymously or using a pseudonym, such as when browsing our website. 

However, we may need to identify you to provide products or services, process payments, fulfil orders, deliver products, provide trade accounts, respond to enquiries, handle returns or warranties, prevent fraud, comply with legal obligations or manage customer accounts. 

21. Automated systems and AI-assisted tools 

We may use automated systems, algorithms, analytics tools and AI-assisted tools to support business operations. These tools may assist with product recommendations, website search, customer-service routing, fraud prevention, marketing segmentation, abandoned-cart reminders, advertising audiences, trade-account management, stock and demand analysis, and internal reporting. 

These tools are intended to assist our team and improve customer experience. We do not intend to make decisions solely by automated means that would significantly affect an individual’s rights or interests without appropriate oversight, unless we have notified you and are permitted to do so by law. 

We may update this section as our use of automated systems develops and as privacy-law requirements change. 

22. Third-party websites and platforms 

Our website, emails, advertisements or social media pages may contain links to third-party websites, platforms, apps or services. We are not responsible for the privacy practices of third parties. 

When you interact with third-party platforms, including social media platforms, payment providers, delivery tracking tools, review platforms or external websites, their own privacy policies and terms may apply. 

23. Children 

Our website and services are intended for adults and are not directed at children. We do not knowingly collect personal information from children without appropriate consent. 

If you believe a child has provided us with personal information without appropriate consent, please contact us so we can take reasonable steps to address the matter. 

24. Changes to this Privacy Policy 

We may update this Privacy Policy from time to time to reflect changes in our business, website, technology, legal obligations or privacy practices. 

The updated version will be published on our website with the updated date. Changes take effect from the date the updated policy is published, unless stated otherwise. 

25. Contact us 

For privacy questions, access or correction requests, unsubscribe issues, or privacy complaints, please contact: 

Privacy Officer 
Austpek Pty Ltd trading as Austpek Bathrooms 
Email: info@austpekbathrooms.com.au 
Phone: (02) 9787 8382 
Showroom: 415–417 Canterbury Road, Campsie NSW