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WHO WE ARE
The trustees of the Reftom Family Trust, TA, Hatch Home ABN 65 816 853 527. We operate furniture and homewares stores in Busselton and Bunbury, Western Australia, as well as our website, www.hatchhome.com.au.
We respect your privacy and handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), where they apply to us.
This Privacy Policy explains the kinds of personal information we collect and hold, how and why we collect, use and disclose it, how we protect it, and how you can access or correct your information or raise a privacy concern.
THE INFORMATION WE COLLECT
We collect personal information that is reasonably necessary for our business activities and to provide our products and services.
When you buy from us We may collect your name, phone number, email address, billing or delivery address, details of the products you purchase, delivery arrangements and relevant delivery notes, and your purchase and payment history.
Card payments are processed through our payment providers. We do not store your full card number.
When you visit our website We may collect information automatically through cookies and similar technologies, including your IP address, device and browser type, pages viewed, interactions with our website and information about how you arrived at our website.
If you make an enquiry, create an account or join our mailing list, we also collect the information you provide to us, such as your name, contact details and the contents of your enquiry.
When you receive a partner voucher Some real estate agencies, home builders and other businesses ("partners") purchase Hatch Home gift vouchers for their clients. To issue and administer a voucher in a client's name, a partner may provide us with the client's first and last name, phone number, property address and the partner's relevant job or property reference.
Section 5 explains how we handle information supplied to us for partner vouchers.
When you use our partner portal If you order vouchers on behalf of a partner, we may collect your name, email address, mobile number, role, the partner you work for, account and login information, voucher orders and security information such as login times and IP addresses.
Passwords are not stored by us in readable form.
If you accept our partner terms electronically, we may also retain your signature and information recording when and from where the terms were accepted. We use this information to administer the partner account, process voucher orders, provide order notifications, maintain the security of the portal and keep a record of agreed terms.
When you make a warranty claim We may collect your name and contact details, purchase details, information describing the issue, and any photographs or documents you provide to us.
When you contact us We may collect the contents of your enquiry and our correspondence with you, whether you contact us by email, telephone, through our website or in store.
In our stores Our stores use CCTV for security, loss prevention and safety purposes. Footage is retained for a limited period unless it is reasonably required in connection with an incident, investigation or legal obligation.
We do not ordinarily need to collect sensitive information, such as health information. Please avoid providing sensitive information unless it is reasonably necessary for us to assist you. We do not use sensitive information for marketing.
HOW WE COLLECT PERSONAL INFORMATION
We usually collect personal information directly from you, including when you deal with us in store, by telephone, by email or through our website.
We may also collect personal information from another person or organisation where it is reasonable or necessary to do so. For example, we may receive:
- client details from a partner so that we can issue and administer a voucher;
- information from a person placing an order or arranging delivery on your behalf;
- delivery information from a carrier or service provider; or
- information from a supplier or manufacturer in connection with an order or warranty claim.
Where practicable, you may deal with us anonymously or using a pseudonym. However, we will generally need identifying and contact information where it is necessary to process a purchase, arrange delivery, issue or honour a voucher, or assess a warranty claim.
HOW WE USE PERSONAL INFORMATION
We may collect, hold, use and disclose personal information to:
- process sales and supply, deliver or install your purchases;
- communicate with you about your order or delivery;
- process payments, refunds, exchanges and returns;
- issue, administer, verify and honour gift vouchers and maintain our voucher register;
- assess and resolve warranty claims and meet our obligations under the Australian Consumer Law;
- respond to enquiries and provide customer service;
- operate, secure, maintain and improve our stores, website and business systems;
- prevent or investigate fraud, theft, misuse or security incidents;
- maintain our business, accounting and transaction records;
- comply with our legal, regulatory, tax and accounting obligations; and
- send marketing communications where permitted and in accordance with section 7.
We do not sell, rent or trade personal information.
PARTNER VOUCHER CLIENTS
If a partner gives us your personal information so that we can issue you a Hatch Home voucher, we use that information primarily to administer the voucher. This includes issuing, identifying, checking, reissuing and honouring the voucher, maintaining our voucher records and applying any applicable voucher conditions, such as one voucher per household.
We may also use relevant information to assist with a warranty claim relating to products purchased using the voucher.
We do not use personal information supplied to us by a partner to add you to our marketing lists or send you marketing communications.
We do not provide the partner with information about what you purchase or whether or when you redeem your voucher, unless you have authorised us to do so or disclosure is otherwise required or permitted by law.
Each voucher is recorded in our voucher register. This may include the voucher number and value, issue and expiry dates, client details, the partner that purchased the voucher and its relevant reference. When a voucher is redeemed, we record its redemption and may ask you to sign or otherwise confirm that it has been used.
We retain voucher records for as long as reasonably necessary to administer the voucher and afterwards where required for our legal, tax, accounting or record-keeping obligations.
If you make a purchase using a partner voucher, personal information you provide in connection with that purchase is handled in the same way as information relating to our other customers.
If you separately choose to join our mailing list, that is a separate interaction between you and Hatch Home and is not based on the information supplied by the partner.
WARRANTY CLAIMS
To assess or resolve a warranty or product claim, we may need to disclose relevant information to the manufacturer, supplier, repairer or another service provider involved in the claim.
We limit the information disclosed to what is reasonably necessary for the claim. This will generally include details of the product, its purchase date, a description of the issue and relevant photographs or documents.
We may also provide your name, address or contact details where reasonably necessary for a supplier, manufacturer, repairer or service provider to inspect, repair, collect or replace the product or otherwise resolve the claim.
MARKETING | COOKIES | ADVERTISING
EMAIL + SMS MARKETING
We may send you marketing communications about our products, offers, new arrivals and events by email or SMS. We do this where you have consented, including by joining our mailing list, or where you have an existing relationship with us (for example, you have purchased from us or requested a quote) and would reasonably expect to hear from us.
We do not use personal information supplied to us by a partner for voucher administration to send you marketing. If you later buy from us, or choose to join our mailing list, we may market to you on the basis of that purchase or your subscription.
Every marketing message will include a way to unsubscribe, such as an unsubscribe link in emails or a reply option in SMS. You can also contact us at customercare@hatchhome.com.au. We will action your request within 5 business days.
Unsubscribing from marketing does not prevent us from contacting you where reasonably necessary about an order, payment, delivery, voucher, warranty claim or other service you have requested.
COOKIES AND ANALYTICS
Our website uses cookies and similar technologies to operate the website, understand how visitors use it and help us improve our website and marketing.
Depending on the services in use, these technologies may collect information such as your IP address, device and browser information, pages viewed and interactions with our website.
You can control or disable cookies through your browser settings, although doing so may affect some website functionality.
ADVERTISING
We may use advertising and analytics services provided by platforms such as Meta and Google. These services may use cookies or similar technologies to help us understand the effectiveness of our advertising and show relevant Hatch Home advertising to people who have previously visited or interacted with our website.
You can manage advertising preferences through your browser and the privacy or advertising settings offered by the relevant platforms.
WHO WE SHARE PERSONAL INFORMATION WITH
We may disclose personal information where reasonably necessary for the purposes described in this policy, including to:
- our employees and people involved in delivering or installing your purchases;
- suppliers, manufacturers and repairers, including in connection with warranty and product claims;
- service providers that host, maintain or support our business systems and services, including Harmoniq, Shopify, Supabase and providers of email, SMS, payment, IT, hosting, analytics and related services;
- professional advisers such as our accountants, lawyers and insurers; and
- government agencies, regulators, law enforcement bodies or other persons where disclosure is required or permitted by law.
We take reasonable steps when engaging service providers to ensure personal information is handled appropriately and only for legitimate purposes connected with the services they provide to us.
OVERSEAS STORAGE AND DISCLOSURE
Personal information may be stored or processed using systems operated by us or by our service providers.
Our business database is hosted in Australia. Some service providers we use, including technology, website, analytics and advertising providers, may store or process personal information outside Australia.
Depending on the provider and service involved, overseas recipients or processing locations may include the United States, Canada and Japan, as well as other countries in which those providers or their service providers operate.
Where required by the Privacy Act, we take reasonable steps in relation to overseas disclosures of personal information in accordance with the Australian Privacy Principles.
HOW WE PROTECT PERSONAL INFORMATION
We take reasonable steps to protect personal information we hold from misuse, interference, loss and unauthorised access, modification or disclosure.
Our measures include restricting access to business systems to people who require it for their role and using individual accounts, authentication and other appropriate technical and organisational safeguards.
No method of storing or transmitting information is completely secure. We regularly consider the security measures appropriate to the information we hold and the systems we use.
When personal information is no longer required for a permitted purpose and we are not legally required to retain it, we take reasonable steps to destroy it or de-identify it.
If an eligible data breach occurs, we will comply with our obligations under the Notifiable Data Breaches scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.
HOW LONG WE KEEP PERSONAL INFORMATION
We retain personal information for as long as reasonably necessary for the purposes for which it was collected or another permitted purpose.
The appropriate retention period varies depending on the information involved. For example, we may retain information for the duration of an applicable warranty, the life of a voucher, while an account remains active, or for the period necessary to deal with a dispute or claim.
We also retain records where required by law. Certain tax and accounting records, for example, generally need to be retained for at least five years.
When information is no longer required, we take reasonable steps to destroy or de-identify it in accordance with our legal obligations.
ACCESSING AND CORRECTING YOUR PERSONAL INFORMATION
You may ask us for access to personal information we hold about you or ask us to correct information that you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
To make a request, contact:
Hatch Home
customercare@hatchhome.com.au
36 Bussell Highway, West Busselton WA 6280
(08) 9752 2006
We may need to verify your identity before providing access to or changing personal information.
We will respond to requests within a reasonable period and will not charge you for making an access or correction request. In some circumstances permitted by law, we may refuse access or decline to make a requested correction. If this occurs, we will generally provide written reasons and information about available complaint mechanisms where required.
PRIVACY QUESTIONS AND COMPLAINTS
If you have a question, concern or complaint about how we have handled your personal information or our compliance with the Australian Privacy Principles, please contact:
Hatch Home
customercare@hatchhome.com.au
36 Bussell Highway, West Busselton WA 6280
(08) 9752 2006
Please provide enough information for us to understand and investigate your concern.
We will acknowledge privacy complaints promptly and aim to respond within 30 days.
If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner (OAIC). Information about making a privacy complaint is available from the OAIC website, or by calling 1300 363 992.
CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect changes to our business practices, systems or legal obligations.
The current version will be published on hatchhome.com.au/policies/privacy-policy and will show the date it was last updated.
Last updated: October 3 2026