1. About This Policy

This Privacy Policy explains how Eureka Street PTY LTD ABN 41 010 764 833 trading as Eureka Furniture (Eureka Furniture, Eureka, we, us or our) collects, holds, uses and discloses personal information when you interact with us, including through our website, stores, showrooms, delivery services, customer support, marketing channels, Club Membership program and social media pages.

This policy applies to personal information we handle in Australia. We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles, and other laws that apply to direct marketing, spam, consumer transactions, employment records and data security.

You do not have to provide personal information to us where it is lawful and practicable to deal with us anonymously or using a pseudonym. However, if we cannot identify you or contact you, we may not be able to provide some products, delivery services, warranties, refunds, Club benefits or customer support.

2. Personal Information We Collect

The kinds of personal information we may collect include:

·         identity and contact details, such as your name, email address, phone number, billing address and delivery address;

·         order, payment and transaction information, including products purchased, invoices, receipts, refunds, lay-by or deposit details and gift voucher activity;

·         delivery and service information, including delivery instructions, access notes, recipient details, collection details, warranty claims, repairs, photographs of products and customer service history;

·         Club Membership, promotion and competition information, including membership status, preferences, entries, prize fulfilment details and communications preferences;

·         marketing and online activity information, including your browsing activity, products viewed, cart activity, advertising interactions, cookie identifiers, device identifiers and communication engagement;

·         technical information, such as IP address, device type, browser type, operating system, approximate location, website logs, security logs and Wi-Fi connection information where in-store Wi-Fi is offered;

·         store security information, such as CCTV footage and incident records;

·         social media, review and survey information that you choose to provide or make public in connection with Eureka; and

·         job applicant and employment-related information where you apply for a role with us.

We generally do not seek to collect sensitive information, such as health information, biometric information or information about your race, religion, political opinions or criminal record. If we need to collect sensitive information, we will only do so where permitted by law, usually with your consent, and only where reasonably necessary for our functions or activities.

3. How We Collect Personal Information

We may collect personal information:

·         directly from you when you make an enquiry, place an order, visit a store, create an account, join Club Membership, enter a promotion, request delivery, make a warranty claim or contact customer support;

·         through our website, mobile experience, cookies, pixels, analytics tools, security tools and similar technologies;

·         from third parties where lawful, such as payment processors, finance providers, delivery partners, advertising platforms, social media platforms, review platforms, fraud prevention providers and related entities;

·         from another person who provides your details for delivery, gift fulfilment, emergency contact, job reference or another lawful purpose; and

·         from public sources, such as public social media posts or publicly available business contact information.

If you provide someone else's personal information to us, such as a gift recipient or delivery contact, you must be authorised to do so and should tell them that their information has been provided to Eureka for the relevant purpose.

Where we collect personal information for a specific activity, such as a promotion, SMS opt-in, warranty claim, finance referral or job application, we may also provide a collection notice or short-form privacy notice at the point of collection.

4. Why We Collect, Use and Disclose Personal Information

We collect, use and disclose personal information for purposes including:

·         processing, accepting, fulfilling and delivering orders;

·         managing payments, deposits, refunds, invoices, lay-bys, finance and gift vouchers;

·         providing customer service, delivery updates, product recalls, warranty support, repairs, returns and complaints handling;

·         administering accounts, Club Membership, promotional pricing, offers, competitions and loyalty benefits;

·         sending transactional and service communications, such as order confirmations, delivery updates, account notices and product safety notices;

·         sending marketing communications where you have consented or where otherwise permitted by law;

·         personalising your shopping experience, product recommendations, offers and website content;

·         measuring, improving and securing our website, stores, systems, products, services and customer experience;

·         detecting and preventing fraud, unauthorised activity, loss, theft, misuse and security incidents;

·         conducting analytics, reporting, business planning, quality assurance, training and risk management;

·         responding to legal, regulatory, insurance, tax, accounting, law enforcement or dispute-related requirements; and

·         assessing job applications and managing employment-related matters.

5. Marketing, SMS and Club Membership

We may send marketing communications about products, promotions, sales, events, Club offers, abandoned cart reminders and related services by email, SMS, phone, post, online advertising or other channels where you have consented or where the communication is otherwise permitted by law.

Marketing consent is voluntary and is not a condition of purchasing goods or services from us. You can opt out of marketing communications at any time by using the unsubscribe facility in the message, replying STOP to a marketing SMS where available, updating your preferences or contacting us at marketing@eurekafurniture.com.au.

We will process unsubscribe requests in accordance with applicable law, including within 5 working days for commercial electronic messages where required. We will not make marketing calls to numbers listed on the Do Not Call Register unless we have consent or another legal basis to do so.

If you opt out of marketing, we may still send you service or transactional messages that are necessary to provide products or services you requested, administer your account, deliver Club benefits, respond to you, manage warranties or comply with legal obligations.

Club Membership may provide access to member pricing, offers and other benefits. Joining or using Club Membership does not require you to remain subscribed to marketing communications. You may opt out of marketing while retaining your Club account and benefits, subject to any published Club terms.

We keep records of marketing consents, preferences and opt-outs. We may retain limited details on a suppression list so that we can respect your unsubscribe request.

6. Cookies, Pixels, Analytics and Online Advertising

We use cookies, pixels, tags, SDKs and similar technologies to operate our website, remember preferences, secure our services, measure performance, understand customer behaviour, personalise content, measure advertising and deliver or suppress advertising on third-party platforms.

These technologies may collect or disclose information such as:

·         pages viewed, products viewed, search terms, cart activity, purchases and interactions with emails or ads;

·         cookie IDs, device IDs, IP address, browser information, approximate location and referring pages;

·         hashed contact details or advertising identifiers used for matching, measurement, suppression, retargeting or audience creation; and

·         event data sent to analytics and advertising platforms such as Google, Meta and other providers used by Eureka.

We aim to configure tracking technologies so they collect only what is reasonably necessary for the relevant purpose and do not intentionally disclose sensitive information to advertising platforms. We review our tracking technologies and data flows from time to time.

You can manage cookies and personalised advertising through your browser settings, device settings, platform settings and any cookie or privacy preference tool we make available. Some website features may not work properly if you disable required cookies.

7. Automated Tools, AI and Recommendations

We may use automated tools, artificial intelligence and other technology to support customer service, product recommendations, search results, fraud prevention, stock and delivery planning, marketing segmentation, advertising measurement, website security and business analytics.

These tools may use information such as your contact details, order history, browsing activity, cart activity, account information, device information, communications with us, delivery details and marketing preferences.

We do not intend to use automated tools to make solely automated decisions that have a legal or similarly significant effect on you. If we use a computer program to make, or substantially and directly assist in making, a decision that could reasonably significantly affect your rights or interests, we will keep this policy updated with the kinds of personal information used and the kinds of decisions involved, including in line with automated decision-making privacy policy requirements.

If a decision about you has been materially affected by an automated tool, you may contact us to request further information or human review where appropriate.

Finance and buy-now-pay-later providers may use their own systems to assess applications or transactions. Those providers are responsible for their own privacy notices and credit assessment processes.

8. CCTV, Store Technology and In-Store Wi-Fi

Our stores, warehouses and premises may use CCTV and other security technology for safety, security, loss prevention, incident management and operational purposes. Signage will be used where required or appropriate.

We may use in-store traffic counters or similar tools to understand store visitation and improve store operations. Where possible, these tools are configured to collect aggregated or non-identifying information.

If we offer complimentary in-store Wi-Fi, we may collect technical information such as device MAC address, IP address, connection times, data volumes and security logs. We do not monitor the content of your private communications. You can choose not to use the Wi-Fi service.

9. Reviews, Surveys and Social Media Content

If you submit a review, survey response, testimonial or feedback, we may use it to respond to you, improve our services and, where appropriate, publish or display it with your first name, initials, suburb or other information you choose to provide.

If you tag Eureka or publicly interact with our brand on social media, we may view, respond to or share your public interaction using the ordinary functions of that platform. We will seek permission before using identifiable images, videos, testimonials or winner photographs in Eureka advertising outside those ordinary platform functions, unless it is clear from the context that you have asked us to share the content. We will require parent or guardian permission before using identifiable content involving a child.

10. Children and Young People

Our website, online services and promotions are intended for people aged 18 years and over unless we state otherwise. We do not knowingly collect personal information from children under 16 without parent or guardian involvement. If we become aware that we have collected information from a child in circumstances where we should not have done so, we will take reasonable steps to delete or de-identify it.

We will monitor developments relating to the Children's Online Privacy Code and update our practices where required.

11. Who We Disclose Personal Information To

We may disclose personal information to:

·         our employees, contractors, related entities, franchisees or participating stores where applicable;

·         delivery, freight, warehouse, installation, collection and repair providers;

·         payment processors, banks, finance providers, buy-now-pay-later providers, fraud prevention providers and debt recovery providers;

·         website, hosting, cloud, IT, cybersecurity, CRM, email, SMS, marketing automation, analytics and advertising providers;

·         customer support, review, survey, warranty, product care and insurance providers;

·         professional advisers, auditors, insurers and business consultants;

·         regulators, courts, tribunals, law enforcement, dispute resolution bodies and government agencies where required or permitted by law; and

·         a purchaser or prospective purchaser of all or part of our business, provided appropriate confidentiality and privacy protections are in place.

We do not sell personal information. We may share limited information with advertising platforms for marketing measurement, retargeting, lookalike audience creation or ad suppression where lawful and consistent with this policy.

12. Overseas Disclosure

Some of our service providers may store, process or access personal information outside Australia. The countries may include [confirm countries based on actual providers - for example, Australia, New Zealand, United States, Canada, United Kingdom, European Union/European Economic Area, Singapore and other countries where our providers or their subcontractors operate].

Before disclosing personal information overseas, we take reasonable steps to ensure that the overseas recipient handles the information in a way that is consistent with the Australian Privacy Principles, unless an exception applies.

13. Security and Retention

We hold personal information in electronic systems, cloud-based platforms, business applications, secure databases, email systems, backup systems and, in some cases, physical records held at stores, warehouses or offices.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps may include access controls, staff training, secure systems, monitoring, contractual controls, physical security and incident response processes.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to provide products and services, manage warranties, comply with tax and accounting obligations, resolve disputes, maintain business records and comply with legal requirements. When information is no longer required, we take reasonable steps to destroy or de-identify it, subject to our legal and operational obligations.

If you unsubscribe from marketing, we may retain limited information needed to record and respect your opt-out. This does not mean we will continue sending marketing communications to you.

14. Data Breaches

We maintain processes for assessing and responding to suspected data breaches. If a data breach is likely to result in serious harm and we are required to notify affected individuals and the Office of the Australian Information Commissioner, we will do so in accordance with the Notifiable Data Breaches scheme.

15. Access, Correction and Deletion Requests

You may request access to the personal information we hold about you, or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading. You may also ask us to delete or de-identify information where we no longer need it and are not required or permitted to retain it.

To make a request, contact the Privacy Officer at online@eurekafurniture.com.au. We may need to verify your identity before responding. We will respond within a reasonable period and explain if we cannot provide access, make a correction or delete information.

16. Complaints

If you have a question or complaint about how we handle personal information, please contact the Privacy Officer at online@eurekafurniture.com.au or PO Box 1150, Archerfield QLD 4108, Australia.

We will acknowledge your complaint and aim to respond within 30 days. If the matter is complex, we will let you know if we need more time. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

17. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our business, technology, legal obligations or privacy practices. The current version will be available on our website. If a change is material, we will take reasonable steps to notify affected individuals where appropriate.

18. Contact Us

Privacy Officer: Eureka Furniture

Email: online@eurekafurniture.com.au

Address: PO Box 1150, Archerfield QLD 4108, Australia