Rug Advice respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how Rug Advice collects, holds, uses, discloses and protects personal information when you visit our website, purchase our products, contact us, request information or services, visit our showroom, or otherwise interact with us.
Rug Advice is an Australian business based in Victoria and specialises in authentic handmade, handwoven, antique, vintage and collectible rugs and related products. We primarily serve customers in Australia and also sell and arrange delivery of products to customers internationally.
This Privacy Policy should be read together with our Website Terms and Conditions, Returns Policy and other policies published on our website.
1. Who we are
In this Privacy Policy, “Rug Advice”, “we”, “us” and “our” refer to Rug Advice.
Our business address is:
Rug Advice
256 St Georges Road
Fitzroy North VIC 3068
Australia
For privacy enquiries, please contact us at:
2. Privacy laws that apply to us
Where applicable to Rug Advice, we comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
The Victorian Privacy and Data Protection Act 2014 primarily regulates Victorian public-sector organisations and certain organisations providing services on behalf of Victorian public-sector bodies. Rug Advice is a private retail business and does not generally operate as a Victorian public-sector organisation.
We may also be subject to other Australian laws concerning privacy, electronic communications, consumer protection, marketing and data security depending on the circumstances.
Nothing in this Privacy Policy is intended to exclude, restrict or limit any rights you may have under applicable Australian law.
3. What personal information we collect
Depending on how you interact with us, we may collect and hold personal information such as:
- your name;
- email address;
- telephone or mobile number;
- billing address;
- delivery address;
- shipping and freight information;
- order and transaction details;
- products you enquire about or purchase;
- information relating to returns, refunds, repairs, cleaning or other services;
- information provided when requesting a quotation;
- information provided when arranging a home trial or showroom appointment;
- correspondence and communications between you and Rug Advice;
- information provided through website enquiry or contact forms;
- account information, where applicable;
- information you provide when subscribing to marketing communications;
- information relating to your preferences where you voluntarily provide it to us;
- photographs or other material you voluntarily provide to us;
- IP address and other technical information associated with your use of our website;
- browser and device information;
- website activity and interaction information; and
- information collected through cookies, analytics and similar technologies.
We generally do not need to collect sensitive information about our customers.
Please do not provide sensitive personal information to us unless it is reasonably necessary for the purpose for which you are dealing with us.
4. How we collect personal information
We may collect personal information directly from you when you:
- visit our website;
- submit an enquiry or contact form;
- purchase a rug or other product;
- request a quotation;
- request a home trial;
- arrange a showroom appointment;
- contact us by telephone, email or social media;
- request rug cleaning, repair or related services;
- make a return or refund request;
- subscribe to our mailing list;
- participate in a promotion or competition;
- communicate with us before or after a purchase; or
- otherwise voluntarily provide information to us.
We may also collect certain information automatically when you visit or use our website, including through cookies, server logs, analytics tools and similar technologies.
We may receive personal information from third-party service providers involved in website operation, payment processing, delivery, marketing, analytics, security or other legitimate business functions.
5. Why we collect and use personal information
We may collect, hold, use and disclose personal information where reasonably necessary to:
- process and fulfil orders;
- arrange payment;
- arrange delivery, collection and shipping;
- communicate with you about an order or enquiry;
- provide quotations;
- arrange home trials and showroom appointments;
- provide rug cleaning, repair and related services;
- process returns, refunds and exchanges;
- provide customer service;
- maintain customer records;
- administer our website;
- improve our website, products and services;
- understand how visitors use our website;
- send marketing communications where permitted by law;
- prevent fraud, misuse and unlawful activity;
- maintain website and information security;
- protect our business and property;
- establish, exercise or defend legal claims;
- comply with legal, regulatory, accounting and taxation obligations; and
- otherwise operate and manage our business.
We will generally only use or disclose personal information for the purpose for which it was collected, for a related purpose that you would reasonably expect, with your consent, or where otherwise permitted or required by law.
6. Website and WordPress
Our Rug Advice website is operated using WordPress and may use WordPress plugins, hosting providers and other third-party technologies to provide website functionality.
Depending on the services installed on our website, these technologies may process information such as:
- IP addresses;
- browser and device information;
- website activity;
- enquiry information;
- account information; and
- information submitted through website forms.
We take reasonable steps to select and use website providers and plugins appropriate for the operation and security of our website.
Because WordPress is an open platform and our website may use third-party plugins and services, the exact technologies used on our website may change from time to time.
7. Cookies and analytics
Our website may use cookies, pixels, analytics tools and similar technologies.
These technologies may be used to:
- operate and secure the website;
- remember preferences;
- maintain website functionality;
- understand website traffic and usage;
- measure website performance;
- improve our website and services; and
- where permitted, support marketing and advertising activities.
Third-party services used on our website may also place or access cookies or similar technologies.
You can generally control cookies through your browser settings. If you disable certain cookies, some website functionality may not operate correctly.
Where we use third-party analytics or advertising services, those providers may handle information in accordance with their own privacy policies.
8. Payment information
When you purchase a product through our website, payment information may be processed by a third-party payment provider.
We do not generally store complete credit or debit card details ourselves.
Payment providers may collect and process payment information in accordance with their own privacy policies, security practices and applicable laws.
9. Disclosure of personal information
We may disclose personal information where reasonably necessary for the purposes described in this Privacy Policy.
Depending on the circumstances, we may disclose personal information to:
- website hosting providers;
- WordPress-related service providers and plugin providers;
- payment processors;
- banks and financial institutions;
- courier, freight and delivery companies;
- logistics providers;
- website analytics providers;
- marketing and email service providers;
- advertising platforms;
- information technology and security providers;
- professional advisers, including accountants, lawyers and insurers;
- fraud prevention providers;
- government authorities and regulators where required or authorised by law;
- service providers who assist us with our business operations; and
- other parties where you have consented or where disclosure is otherwise permitted or required by law.
We do not sell your personal information to third parties.
10. Overseas disclosure
Because Rug Advice may use technology, payment, website, analytics, marketing, shipping and other service providers located outside Australia, your personal information may be disclosed to overseas recipients.
These recipients may be located in countries including the United States and other countries in which our service providers operate.
If you purchase from us internationally, we may also need to disclose relevant information to overseas freight, courier, customs or logistics providers and authorities to fulfil your order.
The particular countries involved may change as our service providers change.
11. Direct marketing
Where permitted by law, we may use your personal information to send you information about:
- new rugs and collections;
- new products;
- showroom events;
- promotions and special offers;
- rug-related services;
- exhibitions and other events; and
- other information about Rug Advice that may be relevant to you.
We will comply with applicable Australian direct-marketing and electronic communications laws.
You can opt out of marketing communications at any time by using the unsubscribe mechanism provided in the communication or by contacting us.
We will action valid requests to stop direct marketing in accordance with applicable law.
12. Security of personal information
We take reasonable steps to protect personal information that we hold from misuse, interference, loss and unauthorised access, modification or disclosure.
Depending on the circumstances, security measures may include:
- secure website technologies;
- access controls;
- password protection;
- restricted access to customer information;
- secure third-party platforms;
- website and software updates;
- appropriate backup and security procedures; and
- limiting access to personal information to people who reasonably need it for legitimate business purposes.
However, no internet transmission or electronic storage system can be guaranteed to be completely secure.
13. Data breaches
If we become aware of a data breach involving personal information, we will assess and respond to the incident in accordance with applicable Australian privacy laws.
Where the Notifiable Data Breaches scheme applies and a data breach is likely to result in serious harm to affected individuals, we will comply with the applicable notification requirements.
14. How long we retain personal information
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including to:
- provide products and services;
- maintain customer and transaction records;
- resolve disputes;
- comply with accounting, taxation and other legal obligations;
- establish or defend legal claims; and
- operate our business.
When personal information is no longer reasonably required, we will take reasonable steps to securely destroy or de-identify it, subject to any legal requirement to retain it.
15. Access to your personal information
You may request access to personal information that Rug Advice holds about you.
You may also ask us about how your personal information is being used or disclosed.
Requests should be made using the contact details in section 22 of this Privacy Policy.
We will respond to access requests in accordance with applicable privacy law.
In some circumstances, we may be permitted to refuse access to information. If we refuse a request, we will provide reasons where required by law and explain any available complaint mechanisms.
16. Correction of personal information
We take reasonable steps to ensure that personal information we hold is accurate, complete, up to date and relevant for the purposes for which it is used.
If you believe information we hold about you is inaccurate, incomplete, out of date or misleading, you may ask us to correct it.
We will consider correction requests and take reasonable steps to correct information where appropriate and required by law.
17. Anonymity and pseudonymity
Where lawful and practicable, you may interact with us without identifying yourself or by using a pseudonym.
However, there are circumstances where we cannot reasonably provide products or services without identifying you, including where identification is necessary to:
- process an order;
- arrange delivery;
- process payment;
- provide certain services;
- comply with legal obligations; or
- protect against fraud or misuse.
18. Third-party websites
Our website may contain links to third-party websites, including social media platforms and other external websites.
We are not responsible for the privacy practices, security or content of third-party websites.
You should review the privacy policy of a third-party website before providing personal information to it.
19. Children’s privacy
Our website is intended for general consumers and is not specifically directed towards children.
We do not knowingly collect personal information from children where doing so would be unlawful.
20. Automated decision-making
Rug Advice does not currently use personal information to make automated decisions that are reasonably expected to significantly affect an individual’s rights or interests.
If our practices change in the future, we will update this Privacy Policy as required by applicable law.
This statement is included with regard to amendments to APP 1 that are scheduled to commence on 10 December 2026 concerning certain automated decision-making arrangements.
21. Privacy complaints
If you believe Rug Advice has mishandled your personal information or breached an applicable privacy law, please contact us first so that we can investigate and attempt to resolve your concern.
Please provide enough information for us to identify the issue and investigate it.
We will handle privacy complaints in a reasonable manner and in accordance with applicable privacy requirements.
If you are not satisfied with our response, or if your complaint remains unresolved, you may be able to complain to the Office of the Australian Information Commissioner (OAIC).
The OAIC recommends that individuals generally raise privacy concerns with the organisation first before escalating a complaint.
22. Contact us
For privacy enquiries, access requests, correction requests or privacy complaints, please contact:
Rug Advice
256 St Georges Road
Fitzroy North VIC 3068
Australia
Email: rugadvice@gmail.com
23. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect:
- changes to our business;
- changes to our website;
- changes to our technology or service providers;
- changes to our information-handling practices; or
- changes to applicable laws.
We encourage you to review this Privacy Policy periodically.