Privacy policy

PRIVACY POLICY

Last updated: 07/2026

Panelhaus Group Pty Ltd (ABN: 25 697 902 855 | ACN: 697 902 855) operates panelhauscollection.com.au. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information in accordance with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or purchasing from us you agree to the collection and use of your information in accordance with this policy.

1. Who We Are

Panelhaus Group Pty Ltd is an Australian registered company and online retailer of premium wall panels and cladding products.

  • ABN: 25 697 902 855
  • ACN: 697 902 855
  • Business location: Sydney, New South Wales, Australia
  • Website: panelhauscollection.com.au
  • Email: inquiries@panelhausco.com

2. What Information We Collect

We collect personal information that is necessary to provide our products and services. This includes:

  • Name and contact details - full name, email address, phone number, billing address and delivery address
  • Payment information - processed securely through our payment provider. We do not store, access, or retain your card details at any time
  • Device and technical information - IP address, browser type and version, pages visited, time spent on site, referral source and geographic location
  • Order and transaction history - products purchased, order values, delivery status and correspondence related to orders
  • Account information - if you create an account with us, your login credentials and account preferences
  • Communications - any enquiries, support requests, complaints, or feedback you send us through any channel
  • Marketing preferences - where you have opted in to receive promotional communications from us
  • Survey and feedback responses - if you participate in any customer feedback activity

We only collect information that is reasonably necessary for our business functions. We do not collect sensitive information as defined under the Privacy Act 1988 (Cth) - including health information, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, or criminal record - unless specifically required and with your explicit consent.

3. How We Collect Information

We collect your personal information through the following means:

  • Directly from you when you place an order, create an account, contact us, subscribe to our mailing list, or participate in a promotion
  • Automatically through cookies, pixel tags, and tracking technologies when you browse our website
  • From third party platforms including payment processors, delivery providers, and marketing platforms in the course of operating our business
  • Through social media platforms if you interact with our brand accounts or advertising

4. How We Use Your Information

We use your personal information only for the purposes for which it was collected or for directly related purposes you would reasonably expect. This includes:

  • Processing, fulfilling, and delivering your orders
  • Sending order confirmations, tax invoices, and shipping notifications
  • Responding to your enquiries and providing customer support
  • Managing returns, refunds, exchanges, and warranty or guarantee claims
  • Improving our website, product range, and customer experience
  • Personalising your experience on our website
  • Sending marketing and promotional communications where you have opted in
  • Conducting customer satisfaction surveys and research
  • Detecting, investigating, and preventing fraudulent transactions and unauthorised access
  • Complying with our legal obligations under Australian law including taxation, consumer protection, and anti-money laundering requirements
  • Enforcing our terms and conditions and other agreements

We will not use your personal information for any secondary purpose without your consent unless permitted or required by law.

5. Disclosure of Your Information

We do not sell, rent, trade, or otherwise transfer your personal information to third parties for their own marketing purposes under any circumstances.

We may disclose your personal information to the following categories of trusted third parties where necessary to operate our business:

  • Payment processors - including Shopify Payments and Stripe to securely process transactions
  • Delivery and logistics providers - to fulfil, ship, and track your orders
  • IT and platform service providers - including Shopify who host and operate our online store
  • Email and marketing platforms - including Klaviyo or similar, where you have consented to receive communications
  • Analytics providers - including Google Analytics for website performance monitoring
  • Customer support tools - to manage and respond to customer enquiries
  • Legal, accounting, and professional advisors - where required to operate our business
  • Law enforcement and regulatory authorities - where required or authorised by Australian law including the Australian Tax Office, ACCC, or courts

All third parties we engage are contractually required to comply with applicable privacy laws and are prohibited from using your information for any purpose other than the specific service they provide to us.

Where we disclose personal information to overseas recipients - including cloud-based platforms and service providers operating outside Australia - we take reasonable steps to ensure those recipients handle your information consistently with the Australian Privacy Principles. By using our website you consent to this disclosure.

6. Cookies and Tracking Technologies

Our website uses cookies, pixel tags, and similar tracking technologies. These are small files stored on your device that help us:

  • Maintain your session and remember items in your cart
  • Store your preferences and settings
  • Analyse website traffic, user behaviour, and conversion data
  • Support targeted advertising and remarketing campaigns on platforms including Google and Meta
  • Measure the effectiveness of our marketing activity

Types of cookies we use:

  • Essential cookies - required for the website to function correctly
  • Functional cookies - remember your preferences and personalise your experience
  • Analytics cookies - help us understand how visitors use our website
  • Marketing cookies - used to deliver relevant advertising on third party platforms

You can manage, restrict, or disable cookies through your browser settings at any time. Please note that disabling certain cookies may affect the functionality and performance of our website.

We use Google Analytics, which collects anonymous usage data subject to Google's own privacy policy available at policies.google.com/privacy. You can opt out of Google Analytics tracking at tools.google.com/dlpage/gaoptout.

Our store is powered by Shopify. You can read Shopify's privacy policy at shopify.com/legal/privacy.

7. Marketing Communications

We will only send you marketing emails, SMS messages, or other promotional communications where you have explicitly opted in to receive them.

You may unsubscribe or opt out of marketing communications at any time by:

  • Clicking the unsubscribe link in any marketing email we send you
  • Replying STOP to any SMS marketing message
  • Contacting us directly at inquiries@panelhausco.com
  • Updating your preferences in your account settings

We will action all opt-out requests promptly and within 5 business days. Please note that even if you opt out of marketing communications you will continue to receive transactional communications related to your orders such as order confirmations, shipping updates, and invoices.

8. Your Rights Under the Australian Privacy Act

Under the Privacy Act 1988 (Cth) and the Australian Privacy Principles you have the following rights:

  • Access - you have the right to request access to the personal information we hold about you
  • Correction - you have the right to request correction of any personal information that is inaccurate, incomplete, out of date, irrelevant, or misleading
  • Deletion - you may request deletion of your personal information where we are no longer required by law to retain it
  • Opt out - you have the right to opt out of direct marketing communications at any time
  • Complaints - you have the right to make a complaint about how we have handled your personal information
  • OAIC referral - if you are not satisfied with our response to a complaint you have the right to lodge a complaint with the Office of the Australian Information Commissioner at oaic.gov.au

To exercise any of these rights please contact us at inquiries@panelhausco.com with your full name, contact details, and a description of your request. We will respond to all requests within 30 days. In some circumstances we may need to verify your identity before processing your request.

There is no charge for making a request to access or correct your information, however we reserve the right to charge a reasonable fee for requests that are complex or require significant resources to fulfil.

9. Data Security

We take reasonable and appropriate steps to protect your personal information from unauthorised access, misuse, loss, modification, interference, and disclosure. Our security measures include:

  • SSL (Secure Socket Layer) encryption across our entire website
  • PCI-DSS compliant payment processing - card details are never stored on our systems
  • Restricted internal access to personal information on a need-to-know basis
  • Secure cloud-based infrastructure provided by Shopify
  • Regular review and updating of our data security practices
  • Staff awareness of privacy and data handling obligations

Despite these measures, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security of your information and encourage you to take steps to protect your own data including using secure passwords and keeping your account credentials confidential.

In the event of a data breach that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner (OAIC) as soon as practicable in accordance with our obligations under the Notifiable Data Breaches (NDB) scheme under Part IIIC of the Privacy Act 1988 (Cth).

10. Data Retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, to provide our products and services, and to comply with our legal obligations under Australian law.

Specifically:

  • Order and transaction records are retained for a minimum of 7 years in accordance with Australian taxation law requirements under the Income Tax Assessment Act 1997 (Cth)
  • Customer account information is retained for as long as your account remains active
  • Marketing opt-in records are retained for as long as necessary to demonstrate compliance with spam and privacy laws
  • Support and complaints records are retained for a minimum of 2 years

When your personal information is no longer required we will take reasonable steps to securely destroy or permanently de-identify it.

11. Children's Privacy

Our website and products are not directed at or intended for children under the age of 18. We do not knowingly collect personal information from minors. If you are under 18 please do not submit any personal information through our website without the consent of a parent or legal guardian.

If we become aware that we have inadvertently collected personal information from a child under 18 without verifiable parental consent we will take immediate steps to delete that information from our systems. If you believe we have collected information from a minor please contact us immediately at inquiries@panelhausco.com.

12. Third Party Websites and Links

Our website may contain links to third party websites, social media platforms, or other online services. We are not responsible for the privacy practices, content, or security of those websites. We encourage you to review the privacy policies of any third party sites you visit before providing any personal information.

13. Consumer Law Compliance

Nothing in this Privacy Policy limits, excludes, or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other non-excludable rights or guarantees provided under applicable Australian legislation.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

14. Spam Compliance

We comply with the Spam Act 2003 (Cth). We will only send you commercial electronic messages where you have provided express or inferred consent, and all marketing messages will clearly identify Panelhaus Pty Ltd as the sender and include a functional unsubscribe mechanism.

15. Do Not Track

Some browsers include a Do Not Track (DNT) feature that signals to websites that you do not want your online activity tracked. Our website does not currently respond to DNT signals however you may manage your tracking preferences through your browser and cookie settings as described in Section 6 of this policy.

16. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, technology, legal requirements, or for any other reason. Any updates will be posted on this page with a revised effective date at the top of the policy.

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Where changes are material we will take reasonable steps to notify you directly including by email where we hold your contact details.

Continued use of our website or services following the posting of any changes to this Privacy Policy constitutes your acceptance of those changes.

17. Contact Us and Complaints Process

If you have any questions, concerns, or complaints about this Privacy Policy or the way we handle your personal information please contact us in the first instance:

  • Company: Panelhaus Group Pty Ltd
  • ABN: 25 697 902 855
  • ACN: 697 902 855
  • Email: inquiries@panelhausco.com
  • Website: panelhauscollection.com.au
  • Location: Sydney, New South Wales, Australia

We will acknowledge your complaint within 5 business days and aim to resolve all complaints within 30 days. If your complaint is complex we will keep you informed of our progress.

If you are not satisfied with our response or the way we have handled your complaint you have the right to escalate your complaint to the Office of the Australian Information Commissioner (OAIC):

  • Website: oaic.gov.au
  • Phone: 1300 363 992
  • Mail: GPO Box 5218, Sydney NSW 2001