Privacy policy

This privacy policy explains how Soul Traders Limited trading as Bathrooms Online ("we", "us" or "our") collects, uses, holds and shares personal information when you browse our website, place an order, request a quote or communicate with us online, by phone or in person. Personal information means information about an identifiable individual.

We handle personal information in accordance with the New Zealand Privacy Act 2020. Our online store is hosted by Shopify. This policy covers our handling of personal information; Shopify and other providers may also have their own privacy policies, as explained below.

Personal information we collect

We collect personal information that is reasonably necessary to run our store, fulfil orders and provide customer support. Depending on how you interact with us, this may include:

• Contact and delivery details: your name, email address, phone number, billing address, delivery address and delivery instructions.
• Order and payment information: products ordered, quotes, purchase history, payment method, payment status, transaction references, returns and refunds. Payment providers collect the payment details needed to process your transaction; the information available to us depends on the payment method and provider.
• Account details: information used to create or manage an account, where you use this feature, and your preferences.
• Enquiries and support information: messages, product details, photographs and information you provide for delivery, installation, returns or warranty enquiries.
• Website information: your IP address, browser and device information, pages and products viewed, cart activity and interactions with our website, including information collected through cookies and similar technologies.
• Marketing preferences: your subscription choices and requests to unsubscribe.

You can choose not to provide personal information. However, if you do not provide details needed for a particular service, we may be unable to process your order, arrange delivery, respond to your enquiry or assist with a warranty request. Optional marketing subscriptions are not required to make a purchase.

How we collect information

We usually collect information directly from you when you shop, request a quote, create an account, subscribe to updates or contact us. Some information is collected automatically when you use our website.

We may also receive information from payment providers, delivery companies, suppliers or someone acting on your behalf where needed for your order or support request. If you give us another person's details, please make sure you are authorised to do so and let them know about this policy.

When we collect personal information about you from another source, we will take reasonable steps to make you aware of the collection, its purpose, intended recipients, the names and addresses of the agencies collecting and holding the information, and your access and correction rights. If the collection is authorised or required by law, we will identify that law. We will provide this information as soon as reasonably practicable after collection, unless already provided or an exception under the Privacy Act applies.

How we use information

We use personal information for the purposes for which it was collected, including to:

• Prepare quotes, process payments and orders, and arrange delivery or collection.
• Respond to enquiries and manage returns, refunds, warranty claims and product support.
• Contact you about safety concerns or recalls affecting products you have purchased.
• Manage accounts and communicate about orders or services.
• Operate, maintain and improve our website and shopping experience.
• Protect our website and customers, and help detect fraud or misuse.
• Send marketing communications with the consent required by law, and manage your preferences.
• Meet legal and record-keeping obligations and deal with disputes.

Any use for another purpose must be permitted by the Privacy Act, for example where you authorise it or the purpose is directly related to the original purpose.

When we share information

We may share relevant personal information where needed for the purposes described in this policy, including with:

• Shopify and service providers supporting our website, payments, IT systems, communications and business administration.
• Suppliers, manufacturers and delivery providers to fulfil orders, arrange deliveries and assist with repairs, warranty claims or product-safety concerns.
• Marketing and analytics providers where we use these services, subject to applicable consent requirements and privacy choices.
• Professional advisers, regulators or authorities where disclosure is authorised or required by law.
• Parties involved in a proposed sale or transfer of our business where permitted by law and with appropriate privacy safeguards.

We may also share information with a person you authorise us to contact. We limit what we share to information reasonably needed for the relevant purpose and only disclose it where permitted by the Privacy Act.

Shopify, cookies and privacy choices

Shopify hosts our online store and processes personal information when you visit or make a purchase. Information may be shared with Shopify and its service providers in other countries to operate and support the store.

If Shopify Network Intelligence is enabled for our store, Shopify also uses information from your interactions with our store, other merchants and Shopify to provide enhanced services, including features that protect, grow and improve businesses and personalise services or advertising. For this processing, Shopify handles applicable privacy rights requests under its own policy.

Read the Shopify Consumer Privacy Policy and visit the Shopify Privacy Portal to learn about Shopify's use of information and available privacy choices.

Cookies are small files saved by your browser that help a website remember information between visits. Our website uses cookies and similar technologies for functions such as remembering your cart and supporting checkout. Depending on the features enabled, these technologies may also support analytics, personalisation and advertising. Where consent is required, we will seek it before using the relevant technologies.

You can manage cookies through your browser settings and use any cookie preferences or data-sharing controls displayed on our website. Blocking cookies may affect some store features. Contact us if you need help with these choices. Your browser settings and any available website privacy controls manage these choices separately from email subscriptions.

Third-party websites

Our website may link to supplier websites, social media platforms and other third-party services. Their handling of personal information is governed by their own privacy policies, which we encourage you to read before providing information. Information you post publicly, such as a public review or social media comment, may be visible to others.

Children’s information

Our store is intended for a general adult shopping audience and is not directed at children. If you believe a child has provided us with personal information that should not be held, please contact us so we can review and address the situation.

Protecting and retaining information

We take reasonable steps to protect personal information against loss, unauthorised access, use, modification or disclosure, and other misuse. No website or electronic transmission can be guaranteed completely secure. Please do not send full payment card details or account passwords by email.

Access to personal information is limited to people who need it for their work. When a provider handles information on our behalf, we take reasonable steps to prevent unauthorised use or disclosure.

If you suspect your information has been lost or misused, please contact us promptly.

We keep personal information only for as long as it is required for a lawful purpose, such as fulfilling orders, providing product support, meeting tax and other record-keeping requirements or resolving disputes. When it is no longer needed, we will securely delete it or remove identifying details.

Your rights and choices

We take reasonable steps before using or sharing personal information to check that it is accurate, current, complete, relevant and not misleading. Please let us know if your contact or delivery details change.

Under the New Zealand Privacy Act 2020, you have the right to request access to personal information we hold about you and to request its correction.

• Access: ask us to confirm whether we hold information about you and request access to it, subject to the grounds for withholding information allowed by the Act.
• Correction: ask us to correct your information. This may include asking for information to be corrected by removing or deleting it. If we do not make the correction, you can ask us to attach a statement of the correction you sought.
• Deletion: you can ask us to delete information. There is no general right to require deletion under the Privacy Act, but we will consider your request and our obligations not to retain information longer than needed. We may need to keep some records for lawful purposes.

Contact us using the details below to make a request. We may need to verify your identity or the authority of someone acting for you. We will communicate our decision on an access or correction request as soon as reasonably practicable and within 20 working days of receiving your request, unless a lawful extension applies. If we extend the timeframe, we will notify you within the original response period, explain why and tell you the new timeframe. If we refuse a request, we will explain why. In either case, we will tell you about your right to complain to the Privacy Commissioner.

For more information, see the Privacy Commissioner’s guidance on requesting your personal information.

Marketing choices: you can unsubscribe from promotional emails using the link in the message or by contacting us. We will process unsubscribe requests within five working days. We may still send messages needed to manage your orders, account or service enquiries.

If another country's privacy laws apply to your information, you may have additional rights. You can contact us about those rights, or use the Shopify Privacy Portal for requests relating to Shopify's own processing.

Privacy questions and complaints

If you are concerned about how we have handled your personal information, please contact us using the details below and ask for the person responsible for privacy. Tell us what happened and how you would like us to help. We will investigate, ask for any further details needed and explain the outcome and any steps we will take. Information about your complaint will be shared only where needed to address it or as permitted by law.

If we cannot resolve your concern, you can contact the Office of the Privacy Commissioner for guidance or to make a complaint.

Information held outside New Zealand

Shopify and other providers may store or process personal information outside New Zealand. The countries involved depend on the provider and service.

Where a provider holds information solely on our behalf, we remain responsible for our obligations under the Privacy Act. Where we disclose information to an overseas recipient for its own use and information privacy principle 12 applies, we must have a lawful basis for doing so. This may include reasonable grounds to believe the recipient is subject to the New Zealand Privacy Act or is required to provide comparable privacy safeguards through its local law or an agreement.

If we instead seek your authorisation for a disclosure where comparable safeguards may not apply, we will expressly explain that before asking for your authorisation. Merely using our website does not provide that authorisation.

Changes to this policy

We may update this policy when our services, practices or legal obligations change. We will publish the revised version here, update the date above and provide any additional notice required by law.