Privacy Policy

Novara

Effective date: 20 September 2026

Novara (“we”, “us”, “our”) respects your privacy. This policy explains what personal information we collect, why we collect it, who we share it with, and how you can access, correct or complain about our handling of it.

1. Application of this policy

1.1 This policy applies to personal information we collect through shopnovara.site, our social media accounts, our customer service channels and our marketing activities.

1.2 We handle personal information in accordance with the Privacy Act 1988 (Cth) and the thirteen Australian Privacy Principles (“APPs”), and with the Spam Act 2003 (Cth) in relation to marketing messages.

2. What personal information we collect

2.1 We may collect:

•             Identity and contact information — name, email address, postal and delivery address, telephone number;

•             Order and transaction information — items purchased, order history, order value, delivery and returns history, correspondence about your orders;

•             Payment information — the last four digits and card type, billing address, and confirmation of payment. Full card numbers are collected and processed directly by our payment providers and are not accessible to or stored by us;

•             Account information — username, password (stored in hashed form), saved addresses, wish lists;

•             Marketing information — your preferences, subscription status, and how you interact with our emails and advertisements;

•             Technical and usage information — IP address, device and browser type, operating system, referring URL, pages viewed, time spent, and information collected through cookies and similar technologies;

•             User generated content — reviews, ratings, photographs, competition entries and social media interactions;

•             Enquiry and complaint information — the content of your messages to us, including any information you choose to provide.

2.2 We do not seek to collect sensitive information (such as health information, racial or ethnic origin, religious beliefs, or sexual orientation). Please do not send it to us. If you do, we will handle it in accordance with the APPs and will delete it where it is not needed.

2.3 You may browse the Site and deal with us using a pseudonym or anonymously where it is lawful and practicable. It is not practicable for us to deliver an order or process a return anonymously.

3. How we collect personal information

3.1 Directly from you — when you place an order, create an account, subscribe to marketing, contact us, leave a review, enter a competition, or engage with us on social media.

3.2 Automatically — through cookies, pixels, tags, SDKs and server logs when you use the Site (see clause 8).

3.3 From third parties — our e-commerce platform, payment providers, fraud prevention services, carriers, advertising and analytics platforms, and marketing partners where you have consented to your information being shared with us.

4. Why we collect, hold, use and disclose personal information

4.1 We use personal information to:

•             process, fulfil, deliver and invoice your order, and to communicate with you about it;

•             handle returns, refunds, warranty and consumer guarantee claims;

•             provide customer service and respond to enquiries and complaints;

•             create and administer your account;

•             detect, investigate and prevent fraud, chargeback abuse and misuse of the Site;

•             send you marketing communications where you have consented or where you would reasonably expect to receive them, and to measure and target advertising;

•             personalise your experience of the Site and our advertising;

•             analyse and improve our products, pricing, merchandising, website and service;

•             meet our legal, tax, accounting and record keeping obligations; and

•             establish, exercise or defend legal claims.

4.2 If you do not provide the personal information we request, we may not be able to supply Goods to you or respond to your enquiry.

5. Who we disclose personal information to

5.1 We disclose personal information to the following categories of recipient, and only for the purposes set out in clause 4:

Recipient	What is disclosed	Why
Our e-commerce platform (Shopify)	Order, account and technical information	Hosting and operating the Site
Payment providers (Shopify Payments and any other provider shown at checkout)	Payment and billing information	Processing payment and preventing fraud
Suppliers and fulfilment partners, including partners outside Australia	Name, delivery address, phone number, order contents	Picking, packing and dispatching your order
Carriers and logistics providers	Name, delivery address, phone number, email	Delivering your parcel and handling enquiries
Email and SMS marketing platforms	Contact details and marketing preferences	Sending the messages you have subscribed to
Analytics and advertising platforms (Google, Meta, TikTok)	Technical and usage information, and hashed identifiers	Measuring and targeting advertising
Professional advisers, insurers, auditors	Only what is necessary for the engagement	Advice, audit and claims
Law enforcement, regulators and courts	Only what is required	Where required or authorised by law
A purchaser of our business	Customer records	On a sale or restructure of the business

5.2 We do not sell personal information.

5.3 We require our service providers to handle personal information only for the purposes we engage them for, and to protect it appropriately.

6. Overseas disclosure

6.1 Because our suppliers, fulfilment partners and technology providers operate internationally, personal information is likely to be disclosed to recipients outside Australia.

6.2 The countries in which those recipients are likely to be located include the United States, Canada, Ireland, the United Kingdom, Singapore, Hong Kong, the People’s Republic of China and New Zealand.

6.3 We take reasonable steps to ensure overseas recipients handle personal information consistently with the APPs. You should be aware that some overseas recipients may not be subject to privacy laws equivalent to those in Australia.

7. Direct marketing

7.1 We send marketing by email and, where you have provided a mobile number and consented, by SMS. We do so only where you have consented or where you would reasonably expect it, such as where you are an existing customer and the marketing relates to similar Goods.

7.2 Every marketing message identifies us and contains a functional unsubscribe facility. We action unsubscribe requests within 5 business days, as required by the Spam Act 2003 (Cth).

7.3 You can also opt out at any time by emailing contact@shopnovara.com.au. Opting out of marketing does not stop transactional messages about an order you have placed.

7.4 We do not use or disclose personal information for the purposes of direct marketing by other organisations without your consent.

8. Cookies, pixels and tracking

8.1 We use cookies and similar technologies that are strictly necessary for the Site to function (for example, to keep items in your cart and to keep you logged in), as well as analytics, personalisation and advertising cookies.

8.2 We use Google Analytics, the Meta Pixel and the TikTok Pixel. These tools collect information about your use of the Site and may combine it with information the relevant platform already holds about you, which allows us to measure our advertising and to show you advertisements after you leave the Site.

8.3 You can manage cookies through our cookie banner where one is displayed, through your browser settings, and through the opt-out tools each platform provides. Blocking strictly necessary cookies will prevent parts of the Site from working.

9. Security and retention

9.1 We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure, including encryption in transit, access controls, multi-factor authentication on administrative accounts, and vendor due diligence.

9.2 No method of transmission or storage is completely secure. We cannot guarantee absolute security.

9.3 We retain personal information for as long as needed for the purposes described in this policy. Transaction records are generally retained for at least five years to meet our obligations under taxation law. We destroy or de-identify personal information when it is no longer needed and we are not required to retain it.

10. Data breaches

10.1 We maintain a data breach response plan. Where a data breach occurs that is likely to result in serious harm to an individual, we will notify the affected individuals and the Office of the Australian Information Commissioner as required by the Notifiable Data Breaches scheme.

11. Accessing and correcting your personal information

11.1 You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading. Email contact@shopnovara.com.au.

11.2 We will respond within 30 days. We may ask you to verify your identity before we release information.

11.3 Access is free, although we may charge a reasonable cost for retrieving and supplying information in response to a large or repeated request. We will tell you the cost before we incur it.

11.4 If we refuse access or refuse to make a correction, we will tell you why in writing and explain how you can complain. Where we refuse a correction, you may ask us to attach a statement to the record noting that you consider it inaccurate.

11.5 You can update your own contact details, saved addresses and marketing preferences at any time from your account.

12. Complaints

12.1 If you think we have breached the APPs or mishandled your personal information, email contact@shopnovara.com.au with the details. Please mark your message “Privacy complaint”.

12.2 We will acknowledge your complaint within 5 business days and give you a written response within 30 days.

12.3 If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au, by phone on 1300 363 992, or by writing to GPO Box 5288, Sydney NSW 2001.

13. How to contact us about privacy

13.1 Privacy enquiries, access and correction requests and privacy complaints should be sent to contact@shopnovara.com.au, addressed to the Privacy Officer.

13.2 We handle privacy correspondence by email. If you need to send a privacy request in hard copy, email us first and we will give you a postal address.

14. Customers in the European Union and United Kingdom

14.1 Where the General Data Protection Regulation or UK GDPR applies to our processing, we rely on the following legal bases: performance of a contract (processing your order); legitimate interests (fraud prevention, service improvement, direct marketing to existing customers); consent (cookies, advertising and marketing to new subscribers); and legal obligation (tax and accounting records).

14.2 You have the right to access, rectify, erase, restrict and port your data, to object to processing including direct marketing, and to withdraw consent at any time. Email contact@shopnovara.com.au. You may also complain to your local supervisory authority.

14.3 Where we transfer personal data out of the EEA or UK, we do so using standard contractual clauses or another lawful transfer mechanism.

15. Changes to this policy

15.1 We may update this policy from time to time. The current version is always available at https://shopnovara.site/pages/privacy-policy. Where changes are material we will notify you by email or by a notice on the Site.