Privacy Policy

Information We Collect

When you use our website, place an order, create an account or contact us, we may collect personal information including:

• Your name and contact details, including your email address and telephone number.
• Billing and delivery information required to process and deliver your order.
• Order history, products purchased and transaction information.
• Account information where you choose to create a customer account.
• Information you provide when contacting our customer support team.
• Photographs or videos you voluntarily provide when requesting assistance with a product quality or warranty-related issue.
• Technical information such as IP address, browser type, device information, pages visited and website interaction data.

How We Use Your Information

We may use your personal information for purposes connected with operating and improving Vape Aussie, including to:

• Process, confirm and manage your orders.
• Arrange delivery and provide order tracking.
• Communicate with you about your order or account.
• Respond to enquiries and provide customer support.
• Assess product quality concerns and arrange an appropriate resolution where applicable.
• Prevent fraud, misuse and unauthorised activity.
• Maintain and improve the functionality, reliability and customer experience of our website.
• Meet applicable legal, regulatory, accounting and operational requirements.

Orders, Delivery & Service Providers

We may share limited personal information with trusted third parties where reasonably necessary to provide our services.

This may include payment providers, website and technology service providers, analytics providers, professional advisers and logistics providers.

Orders are dispatched from our Australian local warehouse network. Delivery information may be provided to Australia Post and other relevant service providers where necessary to process and deliver your order.

We do not disclose personal information to third parties simply for them to independently market unrelated products or services to you.

Payments

Payment transactions may be processed through third-party payment service providers made available through our checkout.

Those providers may collect and process information required to authorise and complete your transaction. Their handling of personal information may also be governed by their own privacy policies and security practices.

Cookies, Analytics & Website Technology

Our website may use cookies and similar technologies to operate essential website functions, remember preferences, understand website performance, measure traffic and improve the customer experience.

We may also use analytics, advertising or tracking technologies supplied by third-party platforms. These technologies may collect information such as your device, browser, IP address, pages viewed, interactions and referral information.

You may be able to manage cookies through your browser settings. Disabling some cookies may affect certain website functions.

Marketing Communications

From time to time, we may send customers information about new products, availability, website updates, special offers and promotional campaigns where permitted.

You can request to stop receiving marketing communications at any time by using the unsubscribe option included in the communication, where available, or by contacting us at [email protected].

Choosing not to receive marketing communications will not prevent us from sending important transactional communications relating to an order, account or customer service request.

Product Support Information

If you contact us regarding a product quality issue, we may ask you to provide relevant photographs, videos, order information or other details reasonably required to assess the issue.

Information provided for this purpose will be used to review your request, communicate with you and determine an appropriate resolution.

Where a product issue is verified and a replacement is appropriate, our customer support team may arrange a replacement in accordance with the applicable support or replacement policy.

Data Security

We take reasonable administrative, technical and organisational measures designed to protect personal information from loss, misuse, unauthorised access, alteration or disclosure.

While we take reasonable steps to protect information, no website, internet transmission or electronic storage system can be guaranteed to be completely secure.

Overseas Service Providers

Some technology, hosting, analytics, payment, communications or other service providers we use may operate or process information outside Australia.

Where personal information is handled by an overseas service provider, we take reasonable steps where appropriate to ensure that information is handled responsibly and in accordance with applicable privacy requirements.

Access & Correction

You may contact us if you would like to request access to personal information we hold about you or ask us to correct information that you believe is inaccurate, incomplete or out of date.

We may need to verify your identity before processing certain privacy-related requests.

Retention of Information

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including order management, customer support, dispute resolution, fraud prevention and applicable legal or accounting requirements.

When information is no longer reasonably required, we may securely delete, destroy or de-identify it where appropriate.

Privacy Complaints

If you have a question or concern about how your personal information has been handled, please contact us first so our team can review the matter.

We will aim to respond to privacy enquiries and complaints within a reasonable period and take appropriate steps to investigate and resolve concerns.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, business practices, technology, service providers or applicable requirements.

The most current version will be published on this page together with the date it was last updated.