Privacy policy

Privacy Policy (Updated 29/05/2025)
1. Introduction

Welcome to DuraCrafts Furniture.

Thank you for choosing DuraCrafts. We are committed to protecting your privacy and ensuring your personal information is handled safely, transparently, and in accordance with Australian privacy laws. This Privacy Policy explains how we collect, use, disclose, and store your personal information when you:

• Use our website: https://duracraftsfurniture.com,
• Visit us in-store, or
• Interact with us through any related services, promotions, or communications (collectively, the "Services").

By accessing or using our Services, you agree to this Privacy Policy.

1A. Our Commitment to Your Privacy (Australian Privacy Principle 1)

DuraCrafts Furniture complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We are committed to:

• Being open and transparent about how we manage personal information;
• Giving you clear information about how your data is collected, used, disclosed, and stored;
• Providing you with access to your information and the ability to update or correct it;
• Protecting your personal information from misuse, interference, and loss;
• Helping you resolve any privacy concerns quickly and fairly.

2. Information We Collect

We collect personal information that is reasonably necessary for us to provide you with our products, services, and support. This may include information you give us directly, data collected automatically, and details shared with us by third-party platforms.

2.1 Information You Provide Directly

When you interact with us — online, in-store, or through customer service — we may collect:

• Contact details – such as your name, email address, phone number, and billing/shipping address;
• Account details – including a username and password if you create an account;
• Purchase details – order history, delivery instructions, and transaction records;
• Payment details – such as the name on your payment method (note: full card details are handled by secure payment processors and are not stored by us);
• Marketing preferences – such as your opt-in to receive promotional emails, SMS, or offers, whether through our website, in-store sign-up, or any other method;
• Feedback and reviews – when you voluntarily respond to surveys, product reviews, or customer service questionnaires.

Providing this information is optional, but certain services (like order processing or delivery) may not be possible without it.

2.2 Information We Collect Automatically

When you visit our website or open our emails, we may collect:

• Device and usage data – such as your IP address, browser type, time zone, pages viewed, time spent, referring websites, and links clicked;
• Cookies and tracking technologies – we use cookies, pixels, and similar tools to improve website performance, remember your preferences, analyze traffic, and show relevant ads.

You can manage or disable cookies via your browser settings. By using our website, you consent to our use of cookies as described in this Privacy Policy.

2.3 Information from Third Parties

We may receive personal information from:

• Marketing platforms – when you sign up or interact through tools like Mailchimp, Meta (Facebook), or Google Ads;
• Service providers – including payment gateways, delivery companies, and analytics platforms;
• Social media or public sources – if you engage with us on platforms like Instagram or Facebook.

This helps us improve service, verify transactions, and personalise your experience.

2.4 Sensitive Information

We do not intentionally collect sensitive personal information (e.g., health, religious, or political views). If you share such information with us unintentionally (for example, in a product review or support message), we will treat it securely and, where appropriate, delete it unless retention is legally required.

3. How We Use Your Information

We use the personal information we collect for purposes that are directly related to our business and to provide you with a better experience. These include:

3.1 To Provide and Manage Our Services

We use your information to:

• Process and fulfil your orders, including payments, deliveries, and returns;
• Communicate with you about your purchase (e.g. order confirmations, shipping updates);
• Deliver your items through trusted third-party courier or logistics partners;
• Provide customer service and respond to support enquiries;
• Enable features such as online account creation, saved preferences, and order history;
• Operate, maintain, and improve our website, systems, and customer experience.

3.2 For Feedback and Service Communication

After you make a purchase, we may email you to request a product review or feedback about your experience — even if you haven’t subscribed to receive marketing. These messages are considered part of our customer service and order follow-up, not promotional content.

If you prefer not to receive these review requests, you can opt out by clicking the unsubscribe link in the message or contacting us directly.

3.3 For Marketing and Personalisation

We may send you marketing emails, SMS, or other promotional content — only if you have opted in through our website, in-store, or another clear sign-up method.

This includes:

• Exclusive offers, promotions, or events;
• Personalised content or advertising based on your preferences and activity;
• Cart reminders or restock alerts (if requested).

You can unsubscribe at any time by clicking the “unsubscribe” link in an email, replying STOP to an SMS, or contacting us.

We do not use personal information for direct marketing without your consent.

3.4 For Legal and Compliance Purposes

We may use or disclose your personal information to:

• Comply with laws, regulations, or valid legal requests;
• Respond to law enforcement, court orders, or regulatory inquiries;
• Prevent fraud, investigate suspicious activity, or protect the rights and safety of our business and customers.

4. Sharing and Disclosure of Your Information

We share your personal information with trusted third parties only when necessary to deliver our services or meet legal obligations. This includes:

4.1 Service Providers

We may share your data with third parties who help us operate efficiently, such as:

• Delivery and shipping partners (e.g. couriers, freight companies) to deliver your order;
• Payment processors who securely process credit/debit card transactions;
• Marketing and email platforms (e.g. Mailchimp) to manage opt-in communications;
• Website and analytics providers (e.g. Shopify, Google Analytics, Meta/Facebook);
• IT support and security providers who host and maintain our website and systems.

These providers are only given the information they need to perform their role and are contractually bound to keep it secure and confidential.

4.2 Business Transfers

If we are involved in a business merger, acquisition, or sale of assets, your personal information may be transferred to the acquiring entity. We will ensure your data continues to be protected under this Privacy Policy.

4.3 Legal Disclosures

We may share your information where required by law or when necessary to protect our legal rights, customers, or others.

4.4 We Do Not Sell Your Data

We do not sell, rent, or trade your personal information to third parties for their independent marketing purposes.

5. Data Security & Retention

We take your privacy and data security seriously and are committed to safeguarding the personal information you share with us.

5.1 How We Protect Your Information

We implement a range of technical and organizational measures to protect your personal information from loss, misuse, unauthorised access, alteration, or disclosure. These include:

• Secure website access (SSL encryption);
• Firewall and network protection on our platforms;
• Access restrictions to personal information, limited to authorised staff or service providers;
• Regular security updates, software maintenance, and system monitoring.

While we take all reasonable steps to protect your information, no system is completely secure. You acknowledge that you use our services at your own risk and we cannot guarantee absolute security.

5.2 Data Retention

We retain your personal information only for as long as necessary to:

• Fulfil the purposes described in this Privacy Policy;
• Provide products and services to you;
• Comply with legal, regulatory, accounting, or reporting obligations.

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

The exact retention period may vary depending on the type of information and its intended use. For example:

• Order and transaction records may be retained for legal and financial reporting;
• Marketing consent status is retained to ensure compliance with your communication preferences;
• Customer account details may be retained while your account remains active or until you request deletion.

6. International Data Transfers

As part of delivering our services, your personal information may be transferred to, stored in, or processed by third parties located outside of Australia.

6.1 Where Your Data May Be Handled

Some of the platforms and providers we use — such as Shopify, Google, Meta (Facebook), and Mailchimp — operate in or store data in countries including, but not limited to:

• The United States,
• Canada,
• Other jurisdictions where our service providers or contractors are located.

We may also occasionally work with overseas digital marketing or support professionals who have limited or no access to customer data. Any such arrangements are subject to strict controls.

6.2 How We Protect Your Data Overseas

Before disclosing your personal information to any overseas recipient, we take reasonable steps to ensure that the recipient:

• Complies with the Australian Privacy Principles (APPs) or equivalent standards;
• Is subject to binding contractual obligations that require secure handling of your data;
• Does not use your information for purposes other than those permitted by this Privacy Policy.

We do not authorise any overseas recipient to use your personal information for their own marketing or unrelated purposes.

By using our services or providing your information to us, you consent to the potential transfer of your personal data overseas as described above. We will continue to treat your information with care, regardless of where it is processed.

7. Your Privacy Rights

You have rights under Australian privacy law regarding how your personal information is accessed, corrected, and used — and we’re committed to making it easy for you to exercise them.

7.1 Access and Correction

You have the right to request access to the personal information we hold about you, and to ask that we correct any inaccurate, out-of-date, incomplete, or misleading information.

Where possible, you can:

• Access or update your information directly by logging into your account;
• Contact us to request access, corrections, or deletion of your personal data.

We may need to verify your identity before processing your request, and we’ll respond within a reasonable timeframe. If we cannot fulfil your request (e.g., due to legal reasons), we will explain why in writing.

7.2 Additional Rights

You may also request:

• That we delete or anonymise your personal information (where legally permitted);
• A record of what data we hold about you;
• That we stop processing your information for certain purposes.

These rights may depend on your circumstances and applicable law, but we will always handle your requests respectfully and fairly.

To submit a privacy-related request, contact us at:
📧 customerservice@duracraftsfurniture.com

7.3 Opting Out of Marketing

If you’ve opted in to receive marketing communications, you can unsubscribe at any time:

• Click the “unsubscribe” link in any marketing email;
• Reply STOP to a marketing SMS;
• Contact us directly to be removed from all promotional lists.

Please note: even if you opt out of marketing, we may still send you service-related communications — such as order confirmations, shipping updates, or post-purchase feedback requests.

8.1 Policy Updates

We may update this Privacy Policy from time to time to reflect changes to our services, operations, or legal obligations. When we do:

• The updated version will be published on our website; and
• The “Last Updated” date at the top of the policy will be revised.

All changes take effect immediately upon publication, unless otherwise stated.

8.2 Ongoing Review

We encourage you to review this Privacy Policy regularly to stay informed about how we collect, use, and protect your personal information. By continuing to use our services after updates are posted, you agree to the revised terms.

📝 Part 9: Contacting Us

9.1 General Enquiries & Privacy Requests

If you have any questions about this Privacy Policy, or wish to make a privacy-related request (such as accessing, updating, or deleting your information), please contact us:

DuraCrafts Furniture
📍 U 7/1845 Ferntree Gully Rd
Ferntree Gully VIC 3156
📧 customerservice@duracraftsfurniture.com

9.2 Complaints About Privacy

If you believe that we have not handled your personal information in accordance with this Privacy Policy or the Australian Privacy Principles, we encourage you to contact us first.

Please email us at customerservice@duracraftsfurniture.com with a description of your concern. We will investigate and aim to respond within a reasonable timeframe, typically within 7 business days.

If you are not satisfied with our response, you may choose to escalate your complaint to the Office of the Australian Information Commissioner (OAIC) — the independent authority that oversees privacy in Australia.

Messaging Consent & Use

By providing your mobile number and opting in to receive text messages from DuraCrafts Furniture, you agree to receive recurring automated marketing and informational SMS messages. These may include promotions, order updates, or service notifications.

Messages may be sent using an automatic telephone dialing system to the number you provided at sign-up or any other number you designate. Your consent is not a condition of purchase.

Message Frequency & Costs

Message frequency may vary depending on your interaction with us. Additional messages may be sent occasionally.

Standard message and data rates may apply. For information about your SMS or data plan, please contact your mobile carrier. Carriers are not responsible for delayed or undelivered messages.

Opting Out

You may opt out of receiving text messages at any time:

• Reply STOP to any SMS message we send;
• Or contact us at customerservice@duracraftsfurniture.com.

After you unsubscribe, we will send a confirmation message, and you will no longer receive text messages unless you opt back in.

Support & Help

For help regarding text messages, reply HELP to any message, or contact us at:
📧 customerservice@duracraftsfurniture.com

Number Transfers

If you change or transfer your mobile number to someone else, you agree to notify us or unsubscribe by replying STOP from the original number. This helps us prevent messages being sent to the wrong person.

Privacy & Data Use

Your mobile number and any personal data provided will be handled in accordance with our Privacy Policy. We do not share your number with third parties for their own marketing use.

Changes to Messaging Terms

We reserve the right to modify or terminate our messaging program at any time. Updated terms will be posted in this section. Continued participation after any change indicates your acceptance of those changes.