• Privacy Policy

Privacy Policy

Our commitment to your privacy

Elite Home Hub respects your privacy and is committed to protecting your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This Privacy Policy explains how we collect, use, hold, disclose and protect your personal information. We are transparent about our practices and committed to giving you control over your information.

Key points:

  • We collect personal information necessary to provide our products and services, including names, email addresses, payment details, location data, device information, and usage analytics
  • We share information with trusted service providers, including analytics providers, payment processors, marketing platforms, and other service providers
  • We may transfer data to the United States, Singapore, and other countries where our service providers operate
  • You have rights to access, correct, and control your personal information
  • You can contact us at enquiries@elitehomehub.com.au with questions or complaints

Table of contents

  1. Who we are and how to contact us
  2. What personal information we collect
  3. How we collect your information
  4. Why we collect and use your information
  5. How we hold and protect your information
  6. Who we share your information with
  7. Overseas disclosures
  8. Direct marketing and your choices
  9. Cookies and tracking technologies
  10. Your privacy rights
  11. How to access and correct your information
  12. How to complain about privacy
  13. Changes to this Privacy Policy

1. Who we are and how to contact us

Elite Home Hub Pty Ltd
ABN: 75 676 535 247
ACN: 676 535 247

Our address:
493 Willoughby Road,
Willoughby, NSW 2068
Australia

Privacy contact details:

Email: enquiries@elitehomehub.com.au
Phone: 0421 631 171
Post: 493 Willoughby Road, Willoughby, NSW 2068

We aim to respond to all privacy inquiries within 5 business days and resolve matters within 30 days.

2. What personal information do we collect

Personal information is information that identifies you or could reasonably identify you. We collect the following types of personal information:

Contact information:

  • Full name
  • Email address
  • Phone number
  • Delivery address
  • Billing address

Payment information:

  • Credit or debit card details (processed securely through our payment processor)
  • Billing address
  • Transaction history
  • Purchase records

Location data:

  • IP address-based location (city/region level)
  • Delivery location information
  • Store location preferences

Device and technical information:

  • Device type, model, and operating system
  • Browser type and version
  • Screen resolution
  • IP address
  • Device identifiers
  • Language and time zone settings

Usage and analytics data:

  • Pages viewed on our website
  • Products viewed and searched
  • Items added to cart
  • Time spent on pages
  • Click patterns and navigation paths
  • Referral source
  • Session information

Account information (if you create an account):

  • Login credentials
  • Account preferences
  • Order history
  • Saved items and wishlists

Communications:

  • Records of your correspondence with us
  • Customer service inquiries
  • Feedback and reviews
  • Survey responses

Marketing preferences:

  • Newsletter subscription status
  • Communication preferences
  • Marketing consent records

We do not intentionally collect sensitive information (such as health information, racial or ethnic origin, political opinions, religious beliefs, sexual orientation, criminal records, or biometric data). If we need to collect sensitive information, we will obtain your express consent.

3. How we collect your information

Directly from you:

  • When you purchase on our website or in-store
  • When you create an account
  • When you subscribe to our newsletter
  • When you contact our customer service team
  • When you participate in surveys or promotions
  • When you provide feedback or reviews
  • When you apply for employment

Automatically, when you use our website:

  • Through cookies and similar tracking technologies
  • Through website analytics tools
  • From your device and browser settings
  • Through pixels and tags from third-party platforms

From third parties:

  • Payment processors (transaction verification and fraud prevention)
  • Analytics providers (website usage statistics)
  • Social media platforms (if you interact with us on social media)
  • Public sources (business contact information for commercial inquiries)
  • Credit reporting agencies (for payment verification if needed)

Collection notices:
We will notify you at or before the time we collect your personal information, including through this Privacy Policy, collection statements on forms, and notices on our website.

Anonymity and pseudonymity:
You have the option to interact with us anonymously or using a pseudonym, where it is lawful and practicable to do so. For example, you can browse our website without needing to provide personal information. However, we will need to collect personal information to process orders, create accounts, respond to inquiries, or provide certain services.

4. Why we collect and use your information

We collect and use your personal information for the following purposes:

Primary purposes:

Order fulfilment and customer service:

  • Processing and fulfilling your orders
  • Arranging the delivery of products
  • Processing payments and refunds
  • Communicating about your orders
  • Responding to inquiries and providing support
  • Managing returns and warranties
  • Sending transactional emails (order confirmations, shipping notifications, invoices)

Account management:

  • Creating and managing your account
  • Authenticating your identity
  • Maintaining your preferences and order history
  • Providing personalised experiences

Business operations:

  • Maintaining our business records
  • Conducting internal audits and quality assurance
  • Training our staff
  • Business planning and improvement

Legal and compliance:

  • Complying with legal obligations (taxation, consumer protection, workplace safety)
  • Responding to legal processes (subpoenas, court orders)
  • Protecting our legal rights
  • Preventing and detecting fraud and unlawful activity

Security:

  • Protecting our website and systems from security threats
  • Detecting and preventing fraudulent transactions
  • Monitoring for suspicious activity

Secondary purposes (with your consent or reasonable expectation):

Marketing and communications:

  • Sending promotional emails about our products and special offers
  • Providing information about new collections and appliances
  • Conducting customer surveys and gathering feedback
  • Personalising marketing content based on your interests

Website improvement and analytics:

  • Analysing website usage and performance
  • Understanding customer preferences and behaviour
  • Improving our website functionality and user experience
  • Testing new features and designs
  • Conducting market research

Advertising:

  • Displaying targeted advertisements on third-party platforms
  • Measuring advertising effectiveness
  • Retargeting website visitors with relevant ads
  • Building custom and lookalike audiences

You can opt out of marketing communications and targeted advertising at any time using the mechanisms described in Section 8.

5. How we hold and protect your information

Storage and security:

We take the security of your personal information seriously and implement both technical and organisational measures to protect it from misuse, interference, loss, unauthorised access, modification, or disclosure.

Technical measures:

  • Industry-standard SSL/TLS encryption for data transmission
  • Secure hosting infrastructure with reputable providers
  • Access controls and authentication mechanisms
  • Regular security assessments and vulnerability testing
  • Encrypted storage for sensitive information
  • Secure payment processing through PCI DSS compliant providers
  • Firewall protection and intrusion detection systems
  • Regular backups with secure storage

Organisational measures:

  • Privacy policies and procedures are documented and implemented
  • Staff training on privacy obligations and data handling
  • Access to personal information is limited to authorised personnel on a need-to-know basis
  • Confidentiality obligations in employment contracts
  • Vendor due diligence and data processing agreements
  • Regular privacy compliance reviews
  • Incident response and data breach procedures
  • Privacy governance framework

Payment card security:
 We do not store your complete credit card details on our servers. Payment information is processed directly by our secure payment processor, which is certified as PCI DSS Level 1 compliant. Only the last four digits of your card number are retained for reference purposes.

Data retention:

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected and to comply with our legal obligations:

  • Customer information: Duration of customer relationship plus 7 years (to meet taxation and business records requirements)
  • Transaction records: 7 years from the transaction date
  • Marketing consent records: Until you withdraw consent, plus a reasonable period to honour opt-out
  • Account information: While your account is active, plus 7 years after closure
  • Website analytics: Typically 26 months (Google Analytics default)
  • CCTV footage (if applicable): 30 days unless the incident requires retention

Destruction and de-identification:
When personal information is no longer needed and we are not required by law to retain it, we take reasonable steps to destroy or securely de-identify the information.

6. Who we share your information with

We may share your personal information with the following categories of third parties:

Service providers:

We engage trusted service providers to assist us in operating our business. These providers are contractually required to protect your information and use it only for the purposes we specify:

Payment processors:

  • Payment gateway providers (Stripe, PayPal, or similar) for processing transactions
  • Fraud prevention services
  • Financial institutions for payment settlement

Analytics providers:

  • Google Analytics for website analytics
  • Website performance monitoring services
  • User behaviour analysis platforms

Marketing platforms:

  • Email marketing services (Mailchimp, Campaign Monitor, or similar)
  • Customer relationship management (CRM) systems
  • Social media advertising platforms (Meta, Google, TikTok, LinkedIn)
  • Marketing automation tools

Technology and infrastructure providers:

  • Web hosting services (AWS, Azure, or local providers)
  • Cloud storage providers
  • Content delivery networks (CDNs)
  • Customer support platforms
  • Database management services

Logistics and delivery:

  • Shipping carriers and couriers
  • Delivery service providers
  • Freight forwarders
  • Warehousing services

Other service providers:

  • IT support and maintenance
  • Security services
  • Legal and professional advisers
  • Auditors and accountants
  • Market research firms

Related entities:
We may share information with related companies within our corporate group for business operations, administration, and the provision of integrated services.

Business transfers:
If we are involved in a merger, acquisition, sale of assets, or business restructuring, your personal information may be transferred as part of that transaction. We will notify you of any such change and any choices you may have.

Legal disclosures:
 We may disclose your personal information when required or authorised by law, including:

  • In response to subpoenas, court orders, or legal processes
  • To government agencies and regulators
  • To law enforcement authorities
  • To protect our legal rights and property
  • To prevent or investigate suspected fraud or unlawful activity
  • To protect the safety of individuals

With your consent:
We may share your information with other parties when you have provided consent for us to do so.

We do not sell your personal information to third parties for their own marketing purposes.

7. Overseas disclosures

We disclose personal information to overseas recipients in the following countries:

United States:

  • Cloud hosting services (AWS, Google Cloud)
  • Payment processing services
  • Email marketing platforms
  • Analytics providers (Google Analytics)
  • Customer support platforms
  • Social media advertising platforms (Meta, Google, LinkedIn)

Singapore:

  • Regional cloud data centres
  • Customer support services

European Union (particularly Ireland and the Netherlands):

  • Cloud hosting and data centre services
  • Software-as-a-Service platforms

Other countries where our service providers operate:
 Some of our service providers may process data in additional countries as part of their global infrastructure.

Safeguards:

When we disclose personal information to overseas recipients, we take reasonable steps to ensure they comply with the Australian Privacy Principles or are subject to substantially similar privacy protections. These steps include:

  • Conducting due diligence on overseas service providers’ privacy and security practices
  • Entering into contractual agreements requiring APP compliance or equivalent protections
  • Verifying that recipients are subject to laws providing substantially similar protections (such as the EU GDPR)
  • Implementing technical security measures, including encryption for data transmission
  • Regular monitoring and review of compliance
  • Requiring data breach notification obligations

Accountability:
 Under Australian privacy law, we remain accountable for personal information disclosed to overseas recipients. If an overseas recipient breaches the Australian Privacy Principles, we may be held responsible as if we had committed the breach ourselves.

8. Direct marketing and your choices

We may use your personal information to send you marketing communications about our products, services, special offers, new collections, and events.

How we market to you:

Email marketing:
 We send promotional emails to customers who have:

  • Made a purchase and would reasonably expect to receive marketing, OR
  • Subscribed to our newsletter, OR
  • Otherwise, provided consent to receive marketing

When we will not market to you:

  • If you have opted out of marketing communications
  • If you are on the Do Not Call Register (for phone marketing)
  • If we collected sensitive information (we will not use sensitive information for marketing without explicit consent)

Your opt-out rights:

You have the right to opt out of receiving marketing communications at any time. You can opt out by:

  • Clicking the “Unsubscribe” link in any marketing email
  • Emailing us at enquiries@elitehomehub.com.au
  • Call us at 0421 631 171
  • Writing to us at our postal address
  • Updating your preferences in your account settings (if applicable)

We will action your opt-out request within 30 days and will honour your preferences in all future communications. Please note that even if you opt out of marketing, we will still send you important transactional messages about your orders and account.

Spam Act compliance:
 Our email marketing complies with the Spam Act 2003, which requires:

  • Your consent to receive commercial electronic messages
  • Clear identification of the sender
  • A functional unsubscribe facility in every message
  • Processing of unsubscribe requests within 5 business days

Requesting source information:
 If you receive marketing from us and would like to know where we obtained your personal information, you can request this information by contacting us using the details provided in Section 1. We will provide this information unless it is impracticable or unreasonable to do so.

9. Cookies and tracking technologies

Our website uses cookies and similar tracking technologies to enhance your experience, analyse usage, and deliver targeted advertising.

What are cookies?
 Cookies are small text files stored on your device when you visit websites. They help websites remember your preferences and track your activity.

Types of cookies we use:

Essential cookies:

  • Required for website functionality
  • Enable shopping cart features
  • Support secure login and authentication
  • Remember your preferences during your session
  • Cannot be disabled without affecting website functionality

Analytics cookies:

  • Collect information about how you use our website
  • Track pages visited, time spent, and navigation paths
  • Help us understand user behaviour and improve our website
  • Providers: Google Analytics, [other analytics tools]
  • Data collected is typically aggregated and anonymised

Marketing and advertising cookies:

  • Track your browsing behaviour for targeted advertising
  • Enable retargeting on third-party platforms
  • Measure advertising campaign effectiveness
  • Create custom and lookalike audiences
  • Providers: Meta Pixel, Google Ads, TikTok Pixel, LinkedIn Insight Tag

Preference cookies:

  • Remember your settings and preferences
  • Personalise your experience on return visits
  • Store language and location preferences

Tracking pixels:

We use tracking pixels from third-party platforms on our website. These are small pieces of code that collect information about your activity and send it to the third-party platform. The platforms may link this information with your account on their service to show you targeted advertising.

Information collected by pixels includes:

  • Pages viewed and products viewed
  • Items added to cart
  • Purchases completed
  • IP address and approximate location
  • Device information
  • Browser information

Third-party platforms using pixels:

  • Meta (Facebook and Instagram advertising)
  • Google (Google Ads and retargeting)
  • TikTok (TikTok advertising)
  • LinkedIn (LinkedIn advertising)

Data protection measures:
 We have configured our tracking technologies to:

  • Minimise data collection to what is necessary
  • Not collect sensitive information
  • Anonymise IP addresses where possible
  • Comply with third-party platform privacy policies

Your choices:

Browser settings:
 You can control cookies through your browser settings. Most browsers allow you to:

  • Block all cookies
  • Accept only first-party cookies
  • Delete cookies after each session
  • Receive notifications when cookies are set

Please note that blocking cookies may affect website functionality and your overall user experience.

Analytics opt-out:

Advertising opt-out:

Do Not Track:
 Some browsers have “Do Not Track” features. Our website does not currently respond to Do Not Track signals, but you can use the opt-out mechanisms described above.

10. Your privacy rights

Under Australian privacy law, you have several important rights regarding your personal information:

Right to anonymity and pseudonymity:
You can interact with us anonymously or use a pseudonym where it is lawful and practicable. For example, you can browse our website without needing to identify yourself. However, to process orders, create accounts, or provide certain services, we need to collect personal information.

Right to know what information we hold:
You can request details about what personal information we hold about you, how we collected it, and how we use it (see Section 11).

Right to access your information:
You have the right to request access to the personal information we hold about you (see Section 11).

Right to correct your information:
You have the right to request correction of personal information that is inaccurate, out-of-date, incomplete, or misleading (see Section 11).

Right to complain:
You have the right to complain about our handling of your personal information (see Section 12).

Right to opt out of direct marketing:
You can opt out of receiving marketing communications at any time (see Section 8).

Right to withdraw consent:
Where we rely on your consent to collect, use, or disclose your personal information, you can withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before withdrawal.

11. How to access and correct your information

Accessing your information:

You have the right to request access to the personal information we hold about you. To request access:

  1. Contact us using the details in Section 1
  2. Specify what information you would like to access
  3. Provide proof of identity (to protect your privacy)
  4. Specify your preferred format (email, hard copy, in person)

Our response:
We will respond to your access request within 30 days. We will provide access in the format you request where reasonable and practicable.

Access fees:
We may charge a reasonable fee for providing access to cover our administrative costs. Any fee will be advised before we process your request. We will not charge for making a request, only for providing access.

Refusing access:
In limited circumstances, we may refuse access where:

  • Providing access would pose a serious threat to life, health, or safety
  • Providing access would have an unreasonable impact on another person’s privacy
  • The request is frivolous or vexatious
  • Providing access would be unlawful
  • Legal proceedings are anticipated, and the information would not be discoverable
  • Providing access would prejudice enforcement activities
  • Other exceptions under the Privacy Act apply

If we refuse access, we will provide written reasons and explain your rights regarding the complaint.

Correcting your information:

We take reasonable steps to ensure the personal information we hold is accurate, up-to-date, complete, relevant, and not misleading. You have the right to request correction of your information.

To request correction:

  1. Contact us using the details in Section 1
  2. Explain what information you believe is incorrect
  3. Provide evidence supporting the correction (if available)

Our response:
We will respond to your correction request within 30 days. If we agree that the information is incorrect, we will correct it. There is no charge for correction requests.

If we refuse to correct your information, we will:

  • Provide written reasons for our decision
  • Allow you to request that a statement be associated with your information, noting you believe it is incorrect
  • Explain your complaint rights

Notification to third parties:
If we correct information that has been disclosed to third parties, we will take reasonable steps to notify those third parties of the correction, unless it is impracticable or unlawful to do so.

Account holders:
If you have an account with us, you can also update some information directly through your account settings.

12. How to complain about privacy

If you believe we have breached the Australian Privacy Principles or mishandled your personal information, you have the right to complain.

Step 1: Complain to us

Please contact us first to allow us to resolve your concern:

Privacy Officer
Elite Home Hub Pty Ltd
Email: enquiries@elitehomehub.com.au
Phone: 0421 631 171
Post: 493 Willoughby Road, Willoughby, NSW 2068

Your complaint should include:

  • Your contact details
  • Details of the privacy concern or breach
  • What outcome are you seeking
  • Any supporting information

Our complaint process:

  1. We will acknowledge your complaint within 5 business days
  2. We will investigate your complaint thoroughly
  3. We may contact you for additional information
  4. We will provide a written response within 30 days
  5. Our response will explain our decision and any actions taken

If we cannot resolve your complaint within 30 days, we will contact you to explain the delay and provide an estimated timeframe for resolution.

There is no charge for making a privacy complaint.

Step 2: Office of the Australian Information Commissioner

If you are not satisfied with our response or we have not responded within 30 days, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

OAIC Contact Details:
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Website: www.oaic.gov.au
Online complaint form: www.oaic.gov.au/privacy/privacy-complaints
Post: GPO Box 5218, Sydney NSW 2001

Requirements for OAIC complaints:

  • Your complaint must be in writing
  • You must have first complained to us (unless it is inappropriate to do so)
  • The OAIC will assess your complaint and may investigate
  • The process is free and informal (no legal representation required)

Other options:
 Depending on the nature of your concern, you may also have rights under other laws, including:

  • Australian Consumer Law (consumer protection matters)
  • Spam Act 2003 (unwanted marketing messages)
  • Do Not Call Register Act 2006 (telemarketing)

13. Changes to this Privacy Policy

We reserve the right to update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other relevant factors.

Notification of changes:

When we make changes to this Privacy Policy, we will:

  • Update the “Last Updated” date at the top of this policy
  • Post the updated policy on our website
  • For material changes that significantly affect how we handle your personal information, we may also notify you by:
    • Email to registered customers
    • Prominent notice on our website
    • Notice in your account (if applicable)

Reviewing the policy:
We encourage you to review this Privacy Policy periodically to stay informed about how we protect your personal information.

Previous versions:
You can request a copy of previous versions of this Privacy Policy by contacting us.

Continued use:
By continuing to use our services after changes are posted, you acknowledge and agree to the updated Privacy Policy.

Important additional information

Data breaches:

We have procedures in place to respond to data breaches. If we experience 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 as required by the Notifiable Data Breaches scheme under the Privacy Act. Our notification will include information about the breach, the specific information affected, and steps you should take to protect yourself.

Children’s privacy:

Our website and services are not directed to children under 18. We do not knowingly collect personal information from children. If you believe we have collected information from a child, please contact us immediately and we will take steps to delete the information.

Third-party websites:

Our website may contain links to third-party websites, including social media platforms. This Privacy Policy does not cover those third-party sites, and we are not responsible for their privacy practices. We encourage you to read the privacy policies of any third-party sites you visit.

Employment applications:

If you apply for employment with Elite Home Hub, we will collect and handle your personal information in accordance with this Privacy Policy and applicable employment laws. We may collect additional information relevant to your application including your resume, references, qualifications, and employment history.

Compliance:

This Privacy Policy complies with:

  • Privacy Act 1988 (Cth)
  • Australian Privacy Principles (Schedule 1)
  • Spam Act 2003
  • Privacy and Other Legislation Amendment Act 2024
  • Notifiable Data Breaches scheme
  • Other applicable Australian privacy and consumer protection laws

Questions about this policy:

If you have questions about this Privacy Policy or our privacy practices, please contact our Privacy Officer using the contact details in Section 1.

This Privacy Policy is effective as of October 30, 2025.

Elite Home Hub Pty Ltd
Sydney, Australia
ABN: 75 676 535 247
enquiries@elitehomehub.com.au