Privacy policy

Last updated: 29 October 2026

Chuffed Pty Ltd (ACN 694 570 459, ABN 15 694 570 459), trading as Chuffed (“Chuffed”, “we”, “us”), is an Australian online pet store at chuffed.com.au. We collect only the personal information we need to sell you great pet products and look after your account, and we handle it in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy covers our website, our Shopify store, our emails and SMS, our customer support, and anything else we run under the Chuffed name (together, the “Services”). By using the Services you agree to the practices described here. If this policy ever conflicts with our Terms and Conditions, this policy wins on anything to do with personal information.

At a glance

We collect your contact, order, account and device details, plus whatever you tell us about your pets.
We use them to fulfil orders, run subscriptions, support you, improve the store and (if you opt in) send offers.
We share them only with the partners who make the store work, such as Shopify, payment providers and couriers.
Some of those partners store data overseas; we tell you where below.
You can access, correct or delete your information, and unsubscribe from marketing, at any time.

What we collect

Personal information is anything that identifies you or could reasonably identify you. Depending on how you use the Services, we may collect:

Contact details: your name, email address, phone number, and billing and delivery addresses.
Order details: what you buy, view, add to your cart or wishlist, return or exchange, and your order history.
Payment details: the payment method you choose and a masked card reference (for example the last four digits). Our payment providers handle your full card details; Chuffed does not store them.
Account details: your login email, password (stored encrypted), saved addresses, preferences and subscription settings.
Pet details: anything you choose to tell us about your pets, such as their name, breed, age, weight, diet or sensitivities, so we can recommend the right products.
Communications: messages, reviews, support requests and feedback you send us.
Device and usage data: your IP address, browser and device type, pages visited, how you arrived at our site, and similar technical data collected through cookies and analytics.

Reviews, pet photos and other content you choose to submit publicly may be displayed on our website and social channels and used in our marketing, as set out in our Terms and Conditions.

We do not ask for sensitive information (such as health, religion or financial hardship) and we ask you not to send it to us.

If you choose not to give us some information, we may not be able to deliver an order or provide some parts of the Services. You can browse the store without creating an account, and you may contact us anonymously or using a pseudonym where it is practical to do so.

How we collect it

From you: when you create an account, place an order, start a subscription, join our mailing list, leave a review, enter a promotion or contact us.
Automatically: through cookies, pixels and analytics tools when you use our website (see Cookies and tracking below).
From our service providers: for example Shopify, our payment providers and couriers, who pass back order, payment and delivery status.
From other sources: occasionally from marketing platforms or partners, only where you have agreed or where the law allows.

Why we use it

We use your personal information to:

Run the store: process and deliver orders, manage returns and exchanges, run your subscriptions and bundles, apply discounts and promo codes, and keep your account working.
Support you: answer questions, resolve problems and send order, delivery and account notifications.
Recommend products: suggest items that suit your pets based on what you have told us and what you have bought.
Market to you: send emails, SMS and online ads about products, deals and content we think you will like, where you have opted in or the law otherwise allows (see Marketing and your choices).
Improve the Services: understand how people use the store, test new features and fix bugs.
Keep things safe: verify your identity, prevent fraud, protect our systems and enforce our terms.
Meet legal obligations: keep tax and accounting records, respond to lawful requests and handle disputes.

Automated decisions. Our store uses automated fraud screening provided by Shopify and our payment providers. It looks at order, payment and device details and may automatically flag, hold or cancel an order it considers high risk. Flagged orders may be reviewed by our team, and you can contact us if you think an order was wrongly declined. We do not currently use automated decision-making for any other decision that significantly affects you.

Who we share it with

We do not sell your personal information. We share it only where needed to run the Services, and only with:

Shopify, which hosts our store and processes orders, accounts and analytics on our behalf.
Payment providers such as Shopify Payments, Apple Pay and Google Pay, who process your payment securely.
Couriers and fulfilment partners, who receive your name, address and phone number to deliver your order.
Email, SMS and advertising platforms, who send our communications and, with your consent, show you relevant ads.
Marketing, web and SEO agencies working for us, who may access store and analytics data to run campaigns and maintain the site.
Analytics, support and IT providers, who help us run, secure and improve the store.
Professional advisers, such as our accountants and lawyers, where needed.
Regulators, courts and law enforcement, where the law requires it.
A buyer or successor, if Chuffed or its assets are sold or restructured, on the same terms as this policy.

Our partners may only use your information to provide their service to us, and are bound by contract or their own privacy obligations.

Overseas disclosure

Some of our providers store or process data outside Australia. In particular, Shopify is based in Canada and uses data centres in the United States and other countries, and some payment, email and analytics providers are based in the United States. Where we send information overseas we take reasonable steps to ensure it is protected to a standard comparable to the APPs. By using the Services you consent to these transfers.

You can read more about how Shopify handles personal information in the Shopify Consumer Privacy Policy and exercise rights relating to Shopify’s data at the Shopify Privacy Portal.

Marketing and your choices

We send marketing emails and SMS only where you have opted in, or where you are an existing customer and the Spam Act 2003 (Cth) allows it. Every marketing email and SMS includes an unsubscribe option, and we action opt-outs within the time the law requires. Opting out of marketing does not stop service messages such as order confirmations, delivery updates, subscription reminders or account notices.

We may also use your email address or purchase history to show you ads on platforms such as Meta and Google. You can opt out of personalised advertising by adjusting your cookie settings on our site or your settings on those platforms.

To update your preferences at any time, use the links in our messages, change your account settings, or email hello@chuffed.com.au.

Cookies and tracking

Our site uses cookies and similar technologies to keep your cart and login working, remember your preferences, measure how the store is used, and (with your consent) support advertising. These include:

Essential cookies: needed for the store to work, such as checkout and account sessions. These cannot be switched off.
Analytics cookies: tools such as Shopify analytics and Google Analytics that help us understand site usage.
Marketing cookies: pixels from platforms such as Meta and Google that measure our ads and show you relevant offers.

You can manage non-essential cookies through the cookie banner on our site or your browser settings. Blocking some cookies may affect how the store works.

Third-party websites

Our website and emails may link to websites, social platforms and brand pages that we do not own or control, such as supplier and courier sites. We are not responsible for their privacy practices or content, and a link does not mean we endorse them. Please read their privacy policies before giving them your information.

Subscriptions, accounts and payments

If you start a subscription, we keep your delivery details, product choices and frequency so we can place and ship each order automatically. Your payment method is stored securely by our payment provider, not by Chuffed. You can skip, pause, change or cancel your subscription at any time from your account.

You are responsible for keeping your account password private. Let us know straight away at hello@chuffed.com.au if you think your account has been accessed without your permission.

Children

Our Services are for people aged 18 and over. We do not knowingly collect personal information from children. If you believe a child has given us personal information, contact us and we will delete it.

Security, retention and data breaches

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure. Our store runs on Shopify’s PCI-DSS compliant platform, connections are encrypted, payment details are tokenised by our payment providers, and access to customer data is limited to staff and partners who need it.

No system is perfectly secure, so please use a strong, unique password and avoid sending sensitive information over email.

We keep personal information only as long as we need it for the purposes above or as the law requires. Order and transaction records are kept for at least seven years to meet Australian tax and accounting obligations. Marketing data is deleted or de-identified when you unsubscribe and we no longer need it. Inactive accounts may be deleted after a reasonable period of inactivity.

If a data breach is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches scheme.

Your rights

You can ask us at any time to:

Access the personal information we hold about you.
Correct anything that is inaccurate, out of date or incomplete.
Delete your account or personal information, subject to records we must keep by law.
Receive a copy of your information in a portable format.
Opt out of marketing or personalised advertising.
Withdraw consent where our use relies on it.

Many of these you can do yourself from your account. For anything else, email hello@chuffed.com.au. We aim to respond within 30 days. We may need to verify your identity first, and if we cannot meet a request we will explain why. We will never treat you differently for exercising your rights.

Complaints

If you are unhappy with how we have handled your personal information, email hello@chuffed.com.au with the details. We will acknowledge your complaint, investigate it and aim to reply within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.

Changes to this policy

We may update this policy from time to time to reflect changes in our practices or the law. We will post the new version here with an updated date, and may also let account holders know by email if the changes are significant. Continued use of the Services after a change means you accept the updated policy.

Governing law

This policy is governed by the laws of Victoria, Australia. Nothing in it limits any rights you have under the Australian Consumer Law or the Privacy Act 1988 (Cth).