Personal information is information or an opinion that identifies you or could reasonably be used to identify you.

This may include your name, contact details, delivery address, account details, order history, customer service communications and technical information connected with your use of the website.

Information that has been permanently anonymised or aggregated so that it can no longer reasonably identify an individual is not treated as personal information under this policy.

The information collected depends on how you interact with our website and services.

We may collect personal information:

• Directly from you when you place an order.
• When you create or update a customer account.
• When you contact us by email, WhatsApp or another support channel.
• When you request a return, refund or delivery investigation.
• Automatically through cookies and website technologies.
• From payment, fraud-prevention and delivery service providers.
• Where permitted or required by applicable law.

Where reasonably practicable, we collect personal information directly from you.

We may use personal information to:

• Receive, review, process and fulfil orders.
• Confirm payments and maintain transaction records.
• Prepare products and arrange delivery.
• Send order confirmations, tracking details and service updates.
• Respond to questions, complaints, returns and refund requests.
• Maintain customer accounts and saved preferences.
• Detect, investigate and prevent fraud or unauthorized activity.
• Improve website performance, security and customer experience.
• Maintain financial, tax, operational and compliance records.
• Enforce our policies and protect our legal rights.
• Send marketing communications where permitted.
• Comply with applicable legal and regulatory obligations.

We aim to use personal information only for the purpose for which it was collected, a related purpose that would reasonably be expected, or another purpose permitted by law.

Payments may be processed by independent payment service providers. Payment information entered during checkout may be transmitted directly to the relevant provider rather than stored by us in full.

We may receive limited transaction information such as the payment status, transaction reference, payment method and limited card or account information needed to confirm or manage the transaction.

Payment providers handle information according to their own terms, security standards and privacy policies.

We may disclose personal information to trusted third parties where reasonably necessary to operate the website, process an order or provide customer support.

These recipients may include:

• Payment and transaction service providers.
• Warehouses and order-fulfilment providers.
• Delivery, courier and tracking providers.
• Website hosting and technology providers.
• Cloud storage and customer service providers.
• Security and fraud-prevention providers.
• Website analytics and performance providers.
• Professional advisers, including accountants and legal advisers.
• Government, regulatory or law-enforcement authorities where required.

Service providers are given only the information reasonably required for their assigned function and may be subject to contractual, technical or legal confidentiality obligations.

We do not disclose personal information to unrelated third parties for their own direct marketing purposes without permission, except where disclosure is otherwise permitted or required by law.

Some technology, payment, analytics, support or logistics providers may store or process information outside Australia.

The relevant locations may vary according to the provider used, its data infrastructure and the destination of an order.

Where applicable, we take reasonable steps to select reputable service providers and require personal information to be handled consistently with relevant privacy and security obligations.

You may contact us for current information about the likely locations in which our principal service providers process data.

Cookies are small data files stored on a browser or device. We may use cookies, pixels, local storage and similar technologies to operate and improve the website.

Cookies may be used for:

• Keeping the website and checkout functioning correctly.
• Remembering shopping-cart contents and preferences.
• Maintaining account sessions and security.
• Understanding how visitors use the website.
• Measuring website performance and resolving errors.
• Measuring advertising effectiveness where enabled.

You may be able to control non-essential cookies through website controls or browser settings. Blocking certain cookies may affect the operation of some website features.

Where permitted, we may use contact information to send news, product information, offers or other marketing communications.

You may stop receiving marketing emails by using the unsubscribe option included in the message or by contacting customer service.

An unsubscribe request will not prevent us from sending essential communications relating to an order, payment, delivery, account, policy change or customer service enquiry.

We will process valid opt-out requests within a reasonable period.

We use reasonable administrative, technical and organisational measures designed to protect personal information against loss, misuse, unauthorized access, alteration and disclosure.

These measures may include:

• Encrypted connections where supported.
• Restricted access to customer information.
• Account and system access controls.
• Security monitoring and fraud-prevention procedures.
• Use of established payment and technology service providers.
• Internal procedures for handling customer information.

No internet transmission or electronic storage system can be guaranteed to be completely secure. Customers should protect their passwords and avoid sending sensitive account information through unsecured communication channels.

If a data incident occurs, we will assess the incident and take reasonable action, including providing notifications where required by applicable law.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required for legitimate operational and legal purposes.

Retention periods may depend on:

• The status of an order or customer account.
• Customer service, return or refund enquiries.
• Payment disputes and fraud-prevention requirements.
• Financial, taxation and accounting obligations.
• Legal claims, investigations or regulatory requirements.
• System backup and security requirements.

When information is no longer reasonably required, we may delete, destroy or de-identify it, subject to technical and legal limitations.

You may contact us to request access to personal information we hold about you or to request correction of information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To help us locate the relevant information, please include your name, email address, order number where applicable and a clear description of your request.

We may request reasonable information to confirm your identity and protect your personal information from unauthorized access.

We will respond within a reasonable period. In some circumstances, access or correction may be limited or refused where permitted or required by law. Where appropriate, we will explain the reason and any available complaint options.

If you believe that your personal information has been mishandled, please contact us first so that we can review and respond to the matter.

Please include:

• Your name and contact email address.
• A description of the privacy concern.
• The date or approximate date of the relevant event.
• Any applicable order or customer service reference.
• The outcome you are seeking.

We will acknowledge and investigate a privacy complaint within a reasonable period and aim to provide a response within 30 days. More complex matters may require additional time.

If you are not satisfied with our response and the Australian Privacy Act applies to the matter, you may be entitled to contact the Office of the Australian Information Commissioner.

OAIC privacy complaint information: Office of the Australian Information Commissioner

Our website may contain links to third-party websites, payment platforms, delivery tracking pages, messaging services or other independent services.

We do not control the privacy, security or content practices of third parties. Information submitted directly to an external service is handled according to that service provider’s own privacy policy.

We encourage you to review the privacy policy of a third-party service before providing personal information to it.

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

The revised version will be published on this page with an updated revision date. Material changes may also be communicated through the website or another appropriate channel.

We encourage visitors to review this page periodically to remain informed about how personal information is handled.

For questions, access requests, correction requests, marketing preferences or privacy complaints, contact our customer service team:

Email: service@blackridgetobacco.com

Please include sufficient information to help us identify and respond to your request. Do not include passwords, complete payment card numbers or security verification codes.