Privacy Policy

Last updated: 18 July 2026

Warran Glen Pty Ltd, trading as Warran Glen Garden Centre & Cafe (“Warran Glen”, “we”, “us” or “our”), respects your privacy and is committed to handling personal information responsibly.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

• visit or use warranglen.com.au and its related pages, features and services;

• purchase products online or in store;

• place an order for delivery or collection;

• make a café booking or enquiry;

• create or use a customer account;

• subscribe to our marketing communications;

• contact us or request customer support;

• enter a promotion, provide feedback or submit a review; or

• otherwise interact with Warran Glen.

Our online store is powered by Shopify, which enables us to provide our ecommerce services.

1. What is personal information?

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

It does not generally include information that has been anonymised or de-identified so that it can no longer reasonably identify an individual.

2. Personal information we collect

The personal information we collect depends on how you interact with us.

It may include the following categories.

Contact information

This may include your:

• name;

• email address;

• telephone number;

• residential or postal address;

• billing address; and

• delivery address.

Order and transaction information

This may include:

• products or services you purchase, return, exchange or cancel;

• products you view, save or add to your cart;

• order numbers;

• delivery, pickup and fulfilment details;

• purchase history;

• invoices and receipts;

• transaction amounts;

• payment method;

• payment status; and

• limited payment details made available to us by our payment providers.

Complete payment-card details are generally processed securely by our payment providers and are not stored directly by Warran Glen.

Account information

If you create a customer account, we may collect:

• login details;

• account preferences;

• saved addresses;

• communication settings; and

• information associated with your order history.

You are responsible for keeping your account credentials secure and should not share your password or login details with another person.

Communications and customer service information

We collect information you provide when you communicate with us, including through:

• email;

• telephone;

• website chat;

• social media;

• online forms;

• customer enquiries;

• complaints;

• product reviews; and

• customer-service requests.

This may include the content of your message and any documents, photographs or other information you choose to provide.

Device and website information

When you use our website, we may automatically collect information such as:

• your IP address;

• browser type and version;

• device type;

• operating system;

• general geographic location;

• time zone;

• unique device or browser identifiers;

• pages and products viewed;

• website navigation and interactions;

• referral pages;

• search terms;

• cart activity; and

• cookie and tracking preferences.

Marketing and advertising information

We may collect information about:

• whether you have subscribed to marketing;

• whether you opened or interacted with a marketing communication;

• advertisements you viewed or engaged with;

• products that may interest you;

• your marketing preferences; and

• the source through which you found our website or business.

In-store and premises information

When you visit our premises, we may collect information connected with:

• purchases and returns;

• loyalty or customer records, where applicable;

• bookings and enquiries;

• incidents, injuries or safety matters; and

• CCTV or security footage, where cameras are operating.

Where CCTV is used, it is used for safety, security, loss prevention and incident investigation.

3. How we collect personal information

We may collect personal information:

Directly from you

For example, when you:

• make a purchase;

• place an order;

• create an account;

• make a booking;

• subscribe to our communications;

• contact us;

• participate in a promotion;

• provide feedback; or

• submit a review.

Automatically

We may collect information automatically when you use our website through:

• cookies;

• pixels;

• tags;

• log files;

• analytics technologies; and

• similar tools.

From our service providers

We may receive information from providers that support our ecommerce, point-of-sale, payment, delivery, analytics, advertising, communications and customer-service activities.

From other parties

We may receive information from:

• delivery or fulfilment partners;

• payment providers;

• social media platforms;

• advertising partners;

• business partners;

• publicly available sources; or

• another person acting on your behalf.

Where another person provides us with your personal information, they should have your permission to do so.

4. Why we collect and use personal information

We may collect, hold and use personal information for the following purposes.

Providing products and services

This includes using personal information to:

• process payments and transactions;

• fulfil online and in-store orders;

• arrange delivery or collection;

• process returns, refunds and exchanges;

• provide invoices and order confirmations;

• manage customer accounts;

• manage café or service bookings;

• provide customer support;

• communicate about an order, booking or enquiry; and

• remember customer preferences.

Operating and improving our business

We may use personal information to:

• operate, maintain and improve our website;

• understand how customers use our website;

• improve our products, services and customer experience;

• manage stock, fulfilment and business operations;

• conduct reporting and business analysis;

• troubleshoot technical issues;

• develop new products, services and website features; and

• personalise the shopping experience, including product recommendations.

Marketing and advertising

Where permitted by law, we may use personal information to:

• send marketing and promotional emails;

• send SMS marketing where you have subscribed or consented;

• provide information about products, services, offers and events;

• measure the performance of advertising;

• create advertising audiences;

• show advertisements on our website or other platforms; and

• personalise advertising based on website activity, purchases or interests.

You can opt out of direct marketing at any time using the unsubscribe link in our emails, following the instructions in an SMS, adjusting available cookie settings or contacting us.

Even if you opt out of marketing, we may continue to send non-promotional communications relating to your orders, account, bookings or requests.

Security, fraud prevention and legal compliance

We may use personal information to:

• verify transactions and account activity;

• detect and prevent fraud;

• protect customers, staff and the public;

• maintain the security of our website, premises and systems;

• investigate suspected unlawful or inappropriate conduct;

• manage disputes or legal claims;

• enforce our terms and policies; and

• comply with legal and regulatory obligations.

5. When we disclose personal information

We may disclose personal information where reasonably necessary for the purposes described in this policy.

Recipients may include the following.

Ecommerce and technology providers

Our website and online store are powered by Shopify.

We may also use providers that support:

• website hosting;

• customer accounts;

• point-of-sale services;

• inventory management;

• website applications;

• local delivery and collection;

• website chat;

• customer communications;

• data storage; and

• technical support.

Depending on which services are active, these providers may include Shopify, Erply and Zapiet.

Payment providers

We disclose transaction information to payment processors, banks and payment-service providers where necessary to process payments, refunds and disputes.

Payment providers handle payment information in accordance with their own privacy policies and security requirements.

Delivery and fulfilment providers

We may provide your name, address, contact details and order information to:

• couriers;

• delivery drivers;

• postal providers;

• local delivery services; and

• other fulfilment partners.

We provide only the information reasonably necessary to complete the delivery or collection.

Analytics and website-experience providers

We may use analytics and website-experience tools to understand how customers use our website and to improve its performance.

Depending on which services are active, these may include:

• Shopify analytics;

• Google Analytics; and

• Microsoft Clarity.

These services may collect device, browser, website-usage and interaction information using cookies and similar technologies.

Advertising and social media providers

We may disclose or make information available to advertising and social media providers to:

• deliver advertising;

• measure advertising performance;

• understand customer activity;

• create advertising audiences; and

• personalise advertisements where permitted.

Depending on which services are active, these providers may include Meta, Facebook, Instagram, Google and Microsoft.

These providers process information in accordance with their own privacy policies and settings.

Professional advisers and authorities

We may disclose personal information to:

• lawyers;

• accountants;

• insurers;

• auditors;

• consultants;

• law-enforcement agencies;

• courts;

• regulators; and

• government authorities.

We may do this where necessary to obtain professional advice, comply with the law, respond to lawful requests, manage disputes or protect our rights and the rights of others.

Business transactions

Personal information may be disclosed in connection with a proposed or completed sale, merger, restructuring, financing, transfer or acquisition of all or part of our business or assets.

Disclosures you request or authorise

We may disclose information where you direct us to do so, request a service involving another provider or otherwise give your consent.

6. Our relationship with Shopify

Our online store is hosted by Shopify.

Shopify collects and processes information about your access to and use of our online services so that it can provide, secure and improve Shopify’s services.

Information submitted through our online store may be transmitted to Shopify and its service providers. These entities may process information in countries outside Australia.

We may use Shopify features that use information about your interactions with our store and, in some circumstances, interactions with Shopify or other Shopify merchants. Shopify may be responsible for responding to certain privacy requests relating to processing it carries out for its own purposes.

More information is available in Shopify’s Consumer Privacy Policy and through Shopify’s Privacy Portal.

7. Cookies and similar technologies

Our website uses cookies and similar technologies.

Cookies are small files stored on your browser or device. They help websites function and provide information about website use.

We may use the following categories of cookies.

Necessary cookies

These cookies support essential website functions, including:

• shopping carts;

• checkout;

• fraud prevention;

• security;

• customer login;

• account management; and

• website navigation.

Blocking necessary cookies may prevent parts of the website from operating correctly.

Functional cookies

These cookies help remember preferences and provide enhanced website functionality.

Analytics cookies

These cookies help us understand how visitors use the website, which pages are visited and where technical or usability improvements may be needed.

Advertising cookies and pixels

These technologies help us measure advertising, understand interactions with advertisements and display more relevant advertising.

Where legally required, non-essential cookies will be used in accordance with your consent or cookie preferences.

You can manage cookies through:

• any cookie-preference tool available on our website;

• your browser settings;

• the privacy settings provided by advertising platforms; and

• applicable provider opt-out tools.

Blocking or deleting cookies may affect website functionality and may not completely prevent information from being collected by third-party platforms where you use their services.

8. How we hold and protect personal information

Personal information may be stored in electronic or physical form.

Electronic information may be held in systems operated by Warran Glen or by service providers that support our:

• ecommerce website;

• point-of-sale operations;

• payment processing;

• customer communications;

• delivery services;

• analytics;

• advertising;

• cloud storage; and

• business administration.

We take reasonable administrative, technical and physical measures to protect personal information from:

• misuse;

• interference;

• loss;

• unauthorised access;

• unauthorised modification; and

• unauthorised disclosure.

These measures may include access controls, password protection, staff procedures, secure service providers and system-security measures.

However, no method of transmission or storage is completely secure. We cannot guarantee absolute security.

Please avoid sending sensitive or confidential information through unsecured communication channels.

9. Retention and deletion

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, or as required or permitted by law.

The retention period may depend on:

• whether you have an active customer account;

• whether an order, refund or dispute remains open;

• taxation, accounting and recordkeeping obligations;

• fraud-prevention and security requirements;

• warranty or product-liability considerations;

• legal claims or disputes; and

• the need to enforce our agreements or policies.

When personal information is no longer required, we will take reasonable steps to securely delete or de-identify it, unless we are legally required or permitted to retain it.

10. Overseas disclosures

Some of our technology, ecommerce, payment, advertising, analytics, communication and storage providers operate outside Australia.

As a result, personal information may be disclosed to recipients located outside Australia.

These recipients are likely to be located in:

• Australia;

• Canada;

• the United States; and

• other countries in which Shopify and our other service providers operate.

Where we disclose personal information overseas, we will take reasonable steps required by applicable law in connection with that disclosure.

Overseas recipients may be subject to privacy laws that differ from Australian privacy laws.

11. Accessing and correcting personal information

You may request access to personal information we hold about you.

You may also ask us to correct information that is inaccurate, incomplete, out of date, irrelevant or misleading.

To make an access or correction request, contact us using the details at the end of this policy.

Please provide enough information for us to:

• identify you;

• locate the relevant records; and

• understand what information you wish to access or correct.

We may need to verify your identity before completing a request.

We will respond within a reasonable period. We do not generally charge for making a request, although we may be permitted to charge reasonable costs in some circumstances.

There may be circumstances in which we cannot provide access to particular information or cannot make a requested correction. Where required, we will explain the reason for our decision and the available complaint options.

12. Marketing preferences

You may unsubscribe from promotional emails by using the unsubscribe link included in the email.

You may opt out of SMS marketing by following the instructions in the message or contacting us.

You may also adjust available cookie or advertising preferences through our website, browser or relevant advertising-platform settings.

Opting out of marketing will not prevent us from sending necessary communications about:

• orders;

• deliveries;

• refunds;

• bookings;

• customer accounts;

• security matters; or

• enquiries you have made.

13. Anonymity and pseudonyms

Where practicable, you may interact with us anonymously or using a pseudonym.

However, we generally need accurate identifying and contact information to:

• process an order or payment;

• deliver products;

• arrange collection;

• manage an account;

• process a refund or return;

• investigate a complaint;

• respond to certain enquiries; or

• comply with legal obligations.

14. Children’s privacy

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children under the age of majority in your jurisdiction. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted. As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we "share" or "sell" (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

15. Third-party websites and services

Our website may contain links to websites, social media platforms or services operated by other organisations.

We are not responsible for the privacy, security or content of third-party websites or services.

Before providing personal information to another organisation, you should review its privacy policy and terms.

Information you publish through public or semi-public social media features may be visible to other users and may be used or shared by those users.

16. Privacy complaints

You may contact us if you believe that we have mishandled your personal information or breached an applicable privacy obligation.

Please provide:

• your name and contact details;

• a description of your concern;

• relevant dates or transactions;

• any supporting information; and

• the outcome you are seeking.

We will:

1. acknowledge your complaint;

2. investigate the circumstances;

3. contact you if further information is required; and

4. provide a response within a reasonable period.

We aim to respond to privacy complaints within 30 days, although complex matters may require additional time. If more time is required, we will let you know.

We ask that you first give us a reasonable opportunity to address your complaint.

If you are not satisfied with our response, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner.

17. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to:

• our services;

• our information-handling practices;

• our technology and service providers;

• our business operations; or

• applicable legal and regulatory requirements.

The updated policy will be published on our website with a revised “Last updated” date.

Where appropriate or legally required, we may provide additional notice of material changes.

18. Contact us

For questions about this Privacy Policy, privacy requests or complaints, contact:

Warran Glen Pty Ltd
Trading as Warran Glen Garden Centre & Cafe
373–383 Ringwood-Warrandyte Road
Warrandyte VIC 3113
Australia

Telephone: +61 3 9844 3027
Email: orders@warranglen.com.au