Privacy Policy

Last updated: 10 July 2026

VICTILES respects your privacy and is committed to protecting the personal information we collect and hold.

This Privacy Policy explains how VICTILES collects, holds, uses and discloses personal information when you visit our website, purchase our products, request a quote or sample, visit one of our showrooms, contact us or otherwise interact with our business.

1. Personal Information We Collect

The types of personal information we may collect depend on how you interact with us.

We may collect your name, email address, telephone number, billing address, delivery address and other contact details.

We may collect information relating to your orders, purchases, product enquiries, quote requests, sample requests, returns, refunds, warranties and communications with us.

If you create a customer account, we may collect your account details, login information and order history.

If you are a builder, designer, renovator, tradesperson or business customer, we may also collect your business name, job title, ABN, trade details and information relating to your project.

When you use our website, we may automatically collect technical and usage information, including your IP address, device type, browser type, operating system, referring website, pages viewed, products viewed and actions taken on our website.

We may also collect any other personal information you voluntarily provide to us.

We do not generally seek to collect sensitive information. Please do not provide sensitive information unless it is reasonably necessary for us to assist you.

2. How We Collect Personal Information

We may collect personal information directly from you when you place an order, create an account, request a quote, request product samples, contact us, visit one of our showrooms, subscribe to marketing communications, leave a review or otherwise communicate with us.

You may provide information to us through our website, by telephone, by email, through social media, through an online advertising platform or in person at one of our showrooms.

We may also automatically collect certain information through cookies, pixels, tags and similar technologies when you visit or interact with our website.

In some circumstances, we may receive personal information from third parties, including Shopify, payment providers, delivery and freight providers, advertising platforms, analytics providers, social media platforms, suppliers and business partners.

We may also receive your information from a builder, designer, tradesperson, family member or another person who is making an enquiry or placing an order on your behalf.

3. How We Use Personal Information

We may collect, hold, use and disclose personal information for purposes reasonably necessary to operate our business and provide our products and services.

These purposes may include processing and fulfilling orders, processing payments, arranging delivery or showroom collection, providing quotations, supplying product samples and responding to product enquiries.

We may use personal information to communicate with you about your order, payment, delivery, collection, product availability, quotation, sample request, return, refund, warranty or complaint.

We may also use personal information to manage customer accounts, provide customer service, maintain business and transaction records and improve our products, services, website and showrooms.

We may use website and customer information to understand how our website is used, identify technical issues, measure advertising performance and improve the relevance of our marketing.

We may use personal information to prevent fraud, protect our website and business, enforce our terms and comply with applicable Australian laws and regulatory obligations.

Where certain information is necessary to complete an order or provide a service, we may not be able to assist you if you do not provide that information.

4. Online Store and Payments

Our online store is hosted by Shopify.

When you browse our website, create an account or place an order, Shopify may process personal information on our behalf in connection with the operation of our online store.

When you make a payment, your payment details may be processed by Shopify and the payment provider selected during checkout.

VICTILES does not generally receive or store your complete credit or debit card number.

Payment providers and financial institutions handle payment information in accordance with their own privacy policies and security standards.

You should review the privacy policy of the payment provider you choose to use.

5. Cookies and Similar Technologies

Our website and our service providers may use cookies, pixels, tags, local storage and similar technologies.

These technologies help us operate the website, maintain shopping cart functionality, remember customer preferences, protect website security and understand how visitors use our website.

They may also be used to measure the performance of our advertising, understand which marketing channels bring visitors to our website and provide more relevant advertising.

We may use services provided by Shopify, Google, Meta, Microsoft Clarity, Mailchimp and other ecommerce, analytics, advertising and website service providers.

Depending on the service used, these providers may collect information such as your IP address, device information, browser information, pages viewed, products viewed, purchases and interactions with advertisements.

You can control or delete cookies through your browser settings. Blocking some cookies may prevent certain website features from operating correctly.

Where available, you may also manage your choices through the cookie banner or customer privacy controls displayed on our website.

6. Marketing Communications

We may send you marketing communications where you have subscribed, provided consent or where otherwise permitted under applicable Australian law.

Marketing communications may include information about new products, samples, promotions, sales, events, showroom updates and special offers.

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in the email or by contacting us.

After unsubscribing, you may still receive transactional or service-related messages, including order confirmations, payment confirmations, delivery updates and responses to your enquiries.

We will not use sensitive information for direct marketing without your consent.

7. Disclosure of Personal Information

We may disclose personal information to third parties where reasonably necessary to operate our business, complete your order or provide services to you.

These third parties may include Shopify, payment processors, banks, delivery companies, courier companies, freight providers, manufacturers, suppliers and distributors.

We may also disclose information to website hosting providers, IT providers, cloud storage providers, customer service providers, email marketing platforms, advertising platforms, analytics providers and social media platforms.

Where necessary, we may disclose information to accountants, insurers, auditors, lawyers, professional advisers, fraud prevention providers and cybersecurity providers.

We may disclose information to government agencies, regulators, courts or law enforcement bodies where required or authorised by Australian law.

If our business is sold, merged, restructured or transferred, personal information may be disclosed to relevant advisers, purchasers or other parties involved in the transaction.

VICTILES does not sell customer contact lists to third parties for their own independent marketing purposes.

8. Storage and Security

We may store personal information electronically or in physical records.

Electronic information may be stored in systems operated by VICTILES or by third-party providers that supply ecommerce, email, accounting, cloud storage, marketing, analytics and customer service systems.

We take reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These steps may include passwords, access controls, staff access restrictions, secure technology providers, system monitoring and other reasonable security measures.

However, no website, internet transmission or electronic storage system can be guaranteed to be completely secure.

You are responsible for keeping your customer account password confidential and for notifying us if you believe your account has been accessed without permission.

9. Retention of Personal Information

We retain personal information for as long as reasonably necessary to operate our business, fulfil the purposes described in this Privacy Policy and comply with our legal obligations.

The length of time we retain information may depend on the type of information, the nature of the transaction and any applicable accounting, taxation, consumer protection or legal requirements.

We may retain order, payment, delivery, warranty, refund and customer service records for business and legal purposes.

When personal information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify it, unless we are required or authorised by law to retain it.

10.Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, technology, service providers or legal obligations.

The latest version will be published on this page.

The date shown at the top of this Privacy Policy indicates when it was last updated.

We encourage you to review this Privacy Policy periodically.