Privacy & Cookies Policy

How We Protect Your Privacy

At Lux Dog Beds, we take your privacy seriously. This policy explains how we look after your personal details when you shop with us, browse our website, or get in touch with us. We follow Australian Privacy Principles to make sure we're doing the right thing by you.

We update this policy occasionally, so it's worth checking back from time to time to stay informed about any changes.

Understanding Personal Information

Personal information is any detail that identifies you or could reasonably identify you. This includes facts and opinions about you, whether they're accurate or not, and whether they're written down or not.

Information We Might Collect

Depending on how you interact with us, we may collect:

  • Basic details: Your name and gender
  • Contact information: Your address, email, and phone number
  • Verification documents: Photo ID or other documents we need to confirm your identity and meet our legal obligations
  • Payment information: Bank account or card details (handled securely through AfterPay and PayPal)
  • Purchase history: What you've bought from us, payment records, and transaction details
  • Website activity: Your IP address, device type, browser, how you navigate our site, pages you visit, and cookies that help us understand how you use our website
  • Account information: Your login details, order history, support requests, reviews, social media interactions, preferences, and survey responses
  • Engagement data: Information you share when participating in surveys, competitions, promotions, or events
  • Marketing preferences: How you'd like to hear from us and what interests you
  • Employment information: If you're applying for a job with us, your work history and professional background

Sensitive Information

Some information receives extra protection under privacy law, including details about your ethnicity, political views, religion, union membership, beliefs, sexuality, criminal history, health, or biometric data. We only collect this type of information when legally required (such as during background checks) or with your explicit permission.

Who We Collect Information About

We gather information from anyone connected to our business, including customers, suppliers, service providers, and current or prospective employees.

How We Gather Your Information

We prefer to collect information directly from you whenever possible. This happens when you:

  • Buy a product from us
  • Apply for financing
  • Confirm delivery details with us
  • Visit our website

Sometimes we receive information from others, such as contractors, suppliers, website analytics providers, cookie services, or marketing partners. If we get your information from someone else and you haven't clearly agreed to share it, we'll contact you to explain how we got it and why we need it.

Cookies and Website Tracking

When you visit our website, we use small data files called cookies and embedded software (like JavaScript) to understand how you use our site. This helps us see which pages you visit, how long you stay, and how we can improve your experience.

Cookies don't personally identify you. You can set your browser to alert you when a cookie is being placed, giving you the choice to accept or decline it each time.

We also collect IP addresses as part of running our business, but this information alone doesn't identify you personally.

Why We Need Your Information

We use your information to run our business and serve you better, including to:

  • Process your orders and deliver products to you
  • Handle payments, refunds, and discounts
  • Run our loyalty program
  • Improve your shopping experience
  • Work with our service providers to fulfill your requests
  • Send you marketing about products and services you might like
  • Run events, competitions, and promotions
  • Confirm who you are
  • Protect our business, staff, customers, and products from fraud and theft
  • Answer your questions and address your concerns
  • Conduct research and surveys to improve our products and services
  • Personalize your experience and the offers we show you
  • Meet our legal obligations and work with government agencies
  • Prevent fraud, money laundering, and other illegal activities
  • Manage your account and keep your details current
  • Handle billing and invoicing
  • Analyze our business performance and plan for the future
  • Consider job applications

We may combine information you've shared with us with data from partners and third parties (where you've agreed to share it with them) to better understand your preferences. We also use de-identified data for research and analysis.

How We Handle Sensitive Information

We only collect, hold, use and disclose sensitive information when:

  • You've given us explicit consent
  • It's necessary for the primary purpose you provided it
  • It's directly related to why we collected it (including sharing with service providers to deliver our services)
  • We need to contact emergency services or your emergency contact because we believe there's a serious risk to someone's life, health or safety and we can't get your consent first
  • We're required or authorized to do so by law

Who We Share Your Information With

We only share your information when necessary to run our business and serve you properly. We may share your details with:

  • Service providers: Companies that help us deliver products, process payments, provide customer support, run our website, handle marketing, or perform other business functions on our behalf
  • Payment processors: AfterPay and PayPal to securely handle your transactions
  • Delivery partners: Courier and logistics companies to get your orders to you
  • Marketing partners: Platforms like social media networks and email services to communicate with you (only if you've agreed to receive marketing)
  • Analytics providers: Services that help us understand how our website and business are performing
  • Professional advisors: Lawyers, accountants, and consultants when we need professional advice
  • Government and regulators: When required by law or to comply with legal obligations
  • Business partners: If we merge with, are acquired by, or sell part of our business to another company

We require all third parties to respect the security of your information and treat it in accordance with the law. We only allow them to process your information for specific purposes and in accordance with our instructions.

Overseas Disclosure

Some of our service providers and partners are located overseas. When we share your information internationally, we take steps to ensure it receives the same level of protection as it would in Australia. Your information may be disclosed to recipients in countries including the United States, United Kingdom, and other countries where our technology and service providers operate.

By using our services, you consent to your information being transferred overseas in accordance with this policy.

How We Protect Your Information

We take security seriously and use appropriate technical and organizational measures to protect your personal information from unauthorized access, loss, misuse, or disclosure. This includes:

  • Secure servers and encrypted connections
  • Access controls limiting who can view your information
  • Regular security assessments and updates
  • Training our staff on privacy and security practices
  • Secure payment processing through trusted third-party providers

While we do our best to protect your information, no method of transmission over the internet or electronic storage is completely secure. We cannot guarantee absolute security, but we're committed to protecting your information to the best of our ability.

How Long We Keep Your Information

We only keep your personal information for as long as necessary to fulfill the purposes we collected it for, including meeting any legal, accounting, or reporting requirements.

The length of time we retain your information depends on factors like:

  • How long you remain a customer
  • Whether we have a legal obligation to keep certain records
  • Whether we need the information to resolve disputes or enforce our agreements
  • The nature of the information and why we collected it

When we no longer need your information, we'll securely delete or anonymize it so you can no longer be identified from it.

Direct Marketing

We'll only send you marketing communications if you've opted in to receive them or where permitted by law. You can opt out at any time by:

  • Clicking the unsubscribe link in any marketing email
  • Updating your preferences in your account settings
  • Contacting us directly at customerinfo@luxdogbeds.com.au

Even if you opt out of marketing, we'll still send you important transactional emails about your orders, account, and any service updates you need to know about.

Children's Privacy

Our products and services are intended for adults. We don't knowingly collect personal information from anyone under 18 years of age. If you're a parent or guardian and believe your child has provided us with personal information, please contact us so we can delete it.

Automated Decision-Making

We may use automated systems to help us:

  • Detect and prevent fraudulent transactions
  • Personalize your shopping experience and product recommendations
  • Assess credit or payment plan applications

If we make any significant decisions about you based solely on automated processing, we'll let you know and give you the opportunity to request human review.

Data Breach Notification

We have procedures in place to detect, report, and investigate data breaches. If a breach occurs that is likely to result in serious harm to you, we will notify you and the Office of the Australian Information Commissioner as required by law. We'll explain what happened, what information was involved, and what steps we're taking to address it.

Third-Party Websites and Links

Our website may contain links to other websites, social media platforms, or third-party services. We're not responsible for the privacy practices or content of these external sites. When you click on a third-party link, you leave our website and we encourage you to read the privacy policy of every site you visit.

Social Media and Plugins

Our website may include social media features and plugins (such as Facebook, Instagram, or Pinterest buttons). These features may collect information about your visit, including your IP address and which pages you view. They may also set cookies to enable the feature to function properly. Your interactions with these features are governed by the privacy policies of the companies providing them.

Cookie Details

We use different types of cookies on our website:

  • Essential cookies: Necessary for the website to function properly, including shopping cart and checkout processes
  • Analytics cookies: Help us understand how visitors use our site (e.g., Google Analytics) so we can improve it
  • Marketing cookies: Allow us to show you relevant advertisements and measure the effectiveness of our campaigns (e.g., Facebook Pixel, Google Ads)
  • Preference cookies: Remember your settings and preferences for a better experience

You can control cookies through your browser settings, but disabling certain cookies may affect your ability to use some features of our website.

Updating Your Information

You can update your personal information at any time by:

  • Logging into your account and editing your details
  • Contacting us at customerinfo@luxdogbeds.com.au
  • Calling us during business hours

We encourage you to keep your information current to ensure we can serve you properly and communicate with you effectively.

Inactive Accounts

If your account has been inactive for an extended period (typically 3 years with no purchases or logins), we may contact you to confirm whether you'd like to keep it active. If we don't hear from you, we may close the account and delete or anonymize your information in accordance with our retention policy, while keeping any records we're legally required to maintain.

Your Rights and Choices

You have several rights regarding your personal information:

  • Access: You can request a copy of the personal information we hold about you
  • Correction: You can ask us to correct any inaccurate or incomplete information
  • Deletion: In some circumstances, you can request that we delete your information
  • Opt-out of marketing: You can unsubscribe from our marketing communications at any time by clicking the unsubscribe link in our emails or contacting us directly
  • Cookie preferences: You can manage or disable cookies through your browser settings
  • Withdraw consent: Where we rely on your consent to process your information, you can withdraw it at any time

To exercise any of these rights, please contact us using the details below. We may need to verify your identity before processing your request to protect your privacy and security.

Making a Complaint

If you're concerned about how we've handled your personal information, please contact us first so we can try to resolve the issue. We take privacy complaints seriously and will investigate and respond to your concerns.

If you're not satisfied with our response, you have the right to lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au
  • Phone: 1300 363 992
  • Email: enquiries@oaic.gov.au

Contact Us

If you have any questions about this privacy policy or how we handle your information, please get in touch:

Our Business Details

Lux Dog Beds

ABN: 12679806592
Email: customerinfo@luxdogbeds.com.au
Address: 93 Wolston Road, Sumner, Queensland, 4074

We're here to help and will respond to your enquiry as soon as possible.

This page was last updated on 17 February 2026