Privacy Policy

October 2026

1. About Earthware

Earthware is a business name of Retail Smart Group Pty Ltd ABN 49 658 892 105 (“Earthware”, “we”, “us” or “our”).

We respect your privacy. This Privacy Policy explains how we collect, hold, use and disclose personal information when you visit our website, purchase our products, contact us or otherwise interact with Earthware.

We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, where they apply to us.

2. Personal information we collect

Personal information is information or an opinion about an identified individual, or an individual who can reasonably be identified.

Depending on how you interact with us, we may collect:

Your name, email address, telephone number, billing address and delivery address.
Order details, purchase history, payment status, transaction references and information relating to returns, refunds or warranty claims.
Account details, preferences and communication settings, if you create an account.
Information you provide in enquiries, customer service communications, reviews, surveys, promotions or competitions.
Technical and website usage information, such as your IP address, browser type, device information, pages viewed, referral source and interactions with our website or marketing.
Information reasonably required to verify your identity, prevent fraud or investigate a disputed transaction.

Payment information is handled through the payment provider you select at checkout. The information available to us depends on that provider and may include payment confirmation, transaction references and limited payment method details.

We do not ordinarily need sensitive information, such as health information, to supply our products. Please avoid providing it unless we specifically request it. If we need to collect sensitive information, we will obtain your consent unless the law permits otherwise.

3. How we collect personal information

We generally collect personal information directly from you when you:

Place an order or create an account.
Subscribe to marketing communications.
Contact us by email, telephone, social media or an online form.
Submit a review, complete a survey or enter a promotion.
Browse or interact with our website.

We may also receive information from payment providers, delivery partners, online marketplaces, fraud prevention providers or a person arranging a purchase or delivery for you.

Where we receive personal information from another source, we handle it in accordance with this policy and applicable law.

You may contact us anonymously or using a pseudonym where lawful and practicable. However, we generally need accurate contact, payment and delivery information to process an order or resolve an issue relating to a purchase.

If you do not provide information we reasonably require, we may be unable to supply a product, arrange delivery or respond fully to your request.

4. Why we collect and use personal information

We collect, hold and use personal information to:

Process payments, fulfil orders and arrange deliveries.
Manage accounts and provide customer support.
Handle enquiries, returns, refunds, warranty claims and complaints.
Communicate about orders, product safety matters and recalls.
Send marketing communications where permitted by law.
Administer promotions, competitions and surveys.
Understand customer preferences and improve our products, services and website.
Measure advertising performance and conduct relevant advertising, where applicable.
Detect and prevent fraud, unauthorised transactions and misuse of our services.
Maintain business records, comply with legal obligations and resolve disputes.

We will only use or disclose personal information for another purpose where you consent or applicable law permits or requires it.

5. Who we share personal information with

Where reasonably necessary for the purposes described in this policy, we may disclose personal information to:

Website hosting, ecommerce, cloud storage and IT service providers.
Payment processors and fraud prevention providers.
Warehousing, fulfilment, postal and delivery providers.
Customer service, email, SMS, analytics and advertising providers.
Professional advisers, including accountants, insurers and legal advisers.
Regulators, law enforcement agencies, courts or other parties where disclosure is required or authorised by law.
Parties involved in a proposed sale, merger or restructuring of our business, subject to appropriate confidentiality and privacy safeguards.

We limit disclosures to information reasonably needed for the relevant purpose and take reasonable steps to ensure service providers handle it appropriately.

6. Overseas handling of personal information

Some service providers may store, process or access personal information outside Australia.

The countries in which overseas recipients are likely to be located are: [insert the countries identified after checking your ecommerce platform, payment providers, hosting, email/SMS services, analytics, advertising tools and their relevant subcontractors].

Where overseas disclosure occurs, we take reasonable steps required by applicable Australian privacy law to protect your personal information, including appropriate contractual safeguards where relevant.

You may contact us for further information about our overseas information handling arrangements.

7. Cookies, analytics and advertising

Our website may use cookies, pixels and similar technologies to operate the website, remember preferences, understand website usage and measure or personalise advertising.

These technologies may collect device identifiers, IP addresses, browsing activity and interactions with advertisements. Where linked to an identifiable person, we treat that information as personal information.

Our website uses: [insert the actual analytics and advertising services used, or remove references to services and activities that do not apply].

Third-party providers may combine information collected through our website with information they hold from other sources, in accordance with their own privacy policies.

You can manage cookies through your browser settings and, where available, our website’s privacy controls. Blocking some cookies may affect website functionality. Advertising preferences may also be managed through the relevant advertising provider.

Where consent is legally required for a particular technology or use, we will obtain it.

8. Marketing communications

We may send you product news, offers and other marketing communications where we have your consent or are otherwise permitted by law.

You can unsubscribe at any time using the unsubscribe facility in our marketing messages or by contacting us. We will action email and SMS unsubscribe requests within five working days, without charging a fee.

Unsubscribing from marketing does not prevent us from sending necessary communications about an order, refund, product safety issue or another service you have requested.

9. How we hold and protect information

We hold personal information in electronic business systems and, where necessary, paper records.

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These measures include access restrictions, staff procedures and appropriate security arrangements with service providers.

No method of transmission or storage is completely secure. If a data breach occurs, we will assess and respond to it and notify affected individuals and regulators where required by law.

10. How long we keep information

We retain personal information for as long as reasonably necessary for the purposes described in this policy, including to meet accounting and legal requirements, administer warranties, resolve disputes and maintain appropriate business records.

When information is no longer needed, we take reasonable steps to securely destroy it or permanently de-identify it, unless retention is required by law or a court or tribunal order.

11. Accessing and correcting your information

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

Contact our Privacy Officer using the details below. We may need to verify your identity before responding.

We will respond within a reasonable period and aim to respond within 30 days. We do not charge you to make a request or to correct information. If a reasonable charge applies to providing access, we will explain it in advance.

If we refuse access or a requested correction, we will provide written reasons, unless it would be unreasonable to do so, and explain how you can complain. If we decline a correction, you may ask us to associate a statement of your disagreement with the information.

12. Privacy enquiries and complaints

If you have a question or concern about how we handle personal information, please contact:

Privacy Officer — Earthware
Retail Smart Group Pty Ltd
ABN 49 658 892 105

Email: [insert monitored privacy or customer service email address]
Telephone: [insert business contact number]
Post: Level 4, 80 Market Street, South Melbourne VIC 3205, Australia

Please describe your concern and the outcome you are seeking.

We will acknowledge your complaint, investigate the circumstances and aim to provide a written response within 30 days. If we need more time, we will explain why and keep you informed.

If you are dissatisfied with our response, or we have not responded within 30 days, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC), where the complaint falls within its jurisdiction.

Website: https://www.oaic.gov.au/privacy/privacy-complaints

13. Other websites

Our website may link to websites or services operated by third parties. Their information handling practices are governed by their own privacy policies. Please review those policies before providing personal information.

14. Changes to this policy

We may update this Privacy Policy to reflect changes in our business practices or legal requirements. The current version will be published on our website with an updated revision date.

Where required by law, we will provide additional notice or obtain consent for changes to how we handle personal information.

You can request a free copy of this policy by contacting us.