Privacy Policy

Health Love Pty Ltd (ABN 55 621 432 817)

Last updated: 15 June 2026

 

1. About this Privacy Policy

 

1.1 This Privacy Policy explains how Health Love Pty Ltd (we, us or our) collects, holds, uses and discloses personal information when you interact with our business, including when you:

 

(a) visit or browse our website;

 

(b) place an order for our products;

 

(c) subscribe to receive marketing communications; or

 

(d) otherwise contact or deal with us.

 

1.2 We aim to handle personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) to the extent they apply to us.

 

1.3 By providing personal information to us (including through the Website), you consent to us collecting, using, storing and disclosing that personal information as described in this Privacy Policy.

 

1.4 We may update this Privacy Policy from time to time. The most current version will be published on the Website and will apply from the date of publication.

 

2. Key definitions

 

2.1 Personal information has the meaning given in the Privacy Act. In general, it means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

 

2.2 Sensitive information is a subset of personal information that attracts additional protections under the Privacy Act (for example, health information).

 

2.3 ID Document means a government-issued identity document or identification information that may be required for deliveries into China (for example, a PRC identity document), as described in section 6.

 

2.4 Website means https://healthlove.au/ and any related pages, subdomains and functionality we make available from time to time.

 

3. Personal information we collect

 

3.1 The personal information we collect depends on how you interact with us. We may collect the following categories of personal information:

 

(a) name;

 

(b) email address;

 

(c) delivery and billing address;

 

(d) telephone number (including mobile number);

 

(e) payment-related information necessary to facilitate payment (please note payment card details are generally collected and processed by our third‑party payment providers and are not stored by us);

 

(f) communications, enquiries and customer support information (for example, emails or messages you send to us);

 

(g) technical and usage information collected automatically when you use the Website (for example, IP address, device identifiers, browser type, pages viewed, referring URL and cookie data); and

 

(h) where relevant for international deliveries (including China deliveries), customs or delivery information required to fulfil your order (including an ID Document as described in section 6).

 

3.2 We do not generally collect health information or other sensitive information. If we ever need to collect sensitive information for a lawful purpose, we will do so in accordance with applicable laws (including seeking consent where required).

 

4. How we collect personal information

 

4.1 We collect personal information directly from you when you provide it to us, including when you place an order through the Website (including during checkout) or contact us.

 

4.2 We may also collect personal information automatically when you browse or use the Website, including through cookies and similar technologies (see section 9).

 

4.3 We may collect personal information from third parties in limited circumstances, including from:

 

(a) payment service providers (for example, to confirm transaction status or manage chargebacks); and

 

(b) couriers and logistics providers (for example, delivery status, tracking events and proof of delivery).

 

5. Why we collect, use and disclose personal information

 

5.1 We collect, hold, use and disclose personal information for the following purposes:

 

(a) to process and fulfil orders, including dispatch, delivery, returns, refunds and customer support;

 

(b) to communicate with you about your order, including sending transactional emails or notifications (for example, order confirmation, dispatch and delivery updates);

 

(c) to provide customer service and respond to enquiries and complaints;

 

(d) to administer and improve our business operations, including quality control, analytics, troubleshooting and improving the Website experience;

 

(e) to conduct direct marketing (including email marketing) where permitted by law (see section 10);

 

(f) to detect and prevent fraud, misuse and unauthorised activity, and to protect the security and integrity of our systems and business;

 

(g) to comply with our legal and regulatory obligations (including taxation, accounting and audit requirements);

 

(h) to arrange, process and facilitate customs clearance for international Orders, including by collecting, using and disclosing recipient details and any required ID Document for that purpose; and

 

(i) for any other purpose notified to you at the time your personal information is collected, or otherwise as permitted or required by law.

 

5.2 If you do not provide personal information that we reasonably require, we may not be able to process your order, deliver products to you, provide customer support, or otherwise provide you with the requested products or services.

 

6. ID Documents for deliveries into China

 

6.1 If you place an order for delivery into China, applicable customs and logistics requirements may require us to collect and provide an ID Document for the recipient, together with the recipient’s name (including Chinese name where required), mobile number and delivery address.

 

6.2 We collect and use ID Documents and related information for the purposes of processing and fulfilling China deliveries, including verifying recipient details, arranging customs clearance and facilitating delivery.

 

6.3 We may disclose ID Documents and related information to our logistics provider(s) and other service providers involved in the China delivery process and, where required, to customs authorities or other relevant governmental bodies in China.

 

6.4 Where you provide an ID Document or other personal information relating to a recipient (including where you are placing an Order on the recipient’s behalf), you represent and warrant that:

 

(a) you have the lawful authority to provide that information to us;

 

(b) you have obtained the recipient’s informed consent for the collection, use and disclosure of their personal information as described in this Privacy Policy; and

 

(c) you have notified the recipient of this Privacy Policy

 

7. Disclosure of personal information to third parties

 

7.1 We may disclose personal information to third parties where reasonably necessary to operate our business and provide our products and services to you. This may include disclosure to:

 

(a) payment processors and financial institutions (for example, Airwallex and other payment providers) to process payments and manage chargebacks;

 

(b) couriers, freight and logistics providers (including for international shipments and China deliveries);

 

(c) IT, security, hosting, and e-commerce platform providers and related service providers who help us operate the Website and manage orders;

 

(d) email marketing and communications providers (to send you communications where permitted by law);

 

(e) professional advisers (such as accountants, auditors and lawyers) where necessary for our business operations; and

 

(f) government agencies, regulators, courts or law enforcement where required or authorised by law.

 

7.2 We do not sell personal information to third parties.

 

7.3 We may disclose personal information as part of a business restructure, sale or acquisition, or other corporate transaction. In such circumstances we will take reasonable steps to ensure appropriate confidentiality arrangements are in place.

 

8. Overseas disclosures

 

8.1 We may disclose personal information to recipients located outside Australia. This may occur, for example, where:

 

(a) an order is delivered outside Australia and we need to share personal information with overseas couriers and logistics providers; and

 

(b) an order is delivered to China and we need to provide recipient details and an ID Document to our logistics provider(s) and/or customs authorities to facilitate customs clearance and delivery.

 

8.2 Countries where overseas disclosures may occur include China and other destinations to which we deliver products from time to time.

 

8.3 You acknowledge that overseas recipients may be subject to different privacy laws and standards than those that apply in Australia, and that in some circumstances those recipients may not be required to protect personal information in a way that provides the same level of protection as Australian privacy laws.

 

9. Cookies and online tracking

 

9.1 When you visit the Website, we may use cookies, pixels, web beacons and similar technologies to collect information about your device and how you use the Website. This helps us to:

 

(a) operate and improve the Website;

 

(b) remember your preferences;

 

(c) understand how users navigate and use the Website (analytics); and

 

(d) measure and improve the effectiveness of our marketing.

 

9.2 You can manage cookies through your browser settings. If you disable cookies, some parts of the Website may not function properly.

 

9.3 We may use third-party analytics and advertising tools. Those providers may collect information about your use of the Website in accordance with their own privacy policies.

 

 

10. Direct marketing

 

10.1 We may use your personal information to send you marketing communications (including by email) about our products, offers and updates where permitted by law (including the Spam Act 2003 (Cth)).

 

10.2 Where required, we will obtain your consent before sending you marketing communications. You can opt out at any time by using the unsubscribe function in our messages or by contacting us using the details in section 14.

 

10.3 If you opt out, we may retain minimal information to record your opt-out status and to ensure that we respect your preferences.

 

11. Storage and security of personal information

 

11.1 We hold personal information primarily in electronic form within our order management systems and other business systems.

 

11.2 We take reasonable steps to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Our security measures may include:

 

(a) encrypted transmission of data (where available);

 

(b) access controls and user permissions;

 

(c) secure hosting and system monitoring;

 

(d) audit logging and operational controls; and

 

(e) staff and contractor confidentiality obligations (where applicable).

 

11.3 Despite the steps we take, no method of data transmission over the internet can be guaranteed to be completely secure. You provide information to us at your own risk. If you believe your interaction with us is no longer secure, please contact us immediately.

 

11.4 If we become aware of a suspected or actual data breach affecting personal information, we will take reasonable steps to investigate and respond, including by notifying affected individuals and regulators where required under the Notifiable Data Breaches scheme.

 

11.5 The Website may contain links to third-party websites. We are not responsible for the privacy practices of those websites. We encourage you to review the privacy policies of any third-party sites you visit.

 

12. Retention and destruction

 

12.1 We retain personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, including for legal, accounting, audit and dispute resolution purposes.

 

12.2 ID Documents collected for China deliveries are retained only for as long as reasonably necessary to complete customs clearance and delivery and to manage any related enquiries, disputes or compliance obligations. Where practicable, we will delete or de‑identify ID Documents within a shorter period after delivery is confirmed, unless we are required to retain them for a longer period by law or a relevant authority.

 

12.3 When personal information is no longer required, we will take reasonable steps to destroy or permanently de‑identify it.

13. Access, correction and deletion

 

13.1 You may request access to the personal information we hold about you and request correction of any inaccurate, out-of-date, incomplete, irrelevant or misleading information.

 

13.2 Where permitted by law, you may also request that we delete or de‑identify personal information that we no longer need. We may need to retain certain information to comply with legal obligations or for legitimate business purposes (for example, to maintain accurate transaction records).

 

13.3 To make a request, contact us using the details in section 14. We may need to verify your identity before processing a request.

 

13.4 We will respond to requests within a reasonable timeframe and may refuse a request in limited circumstances permitted by law. If we refuse access or correction, we will explain our reasons where required by law.

 

14. Complaints and contact

 

14.1 If you have a complaint about how we handle your personal information, please contact us and provide details of your complaint. We will investigate the complaint and respond within a reasonable timeframe.

 

14.2 If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

 

14.3 You can contact us about any privacy related issues at:

       Email: service@healthlove.au