Privacy policy

PetLumina Privacy Policy

Effective Date: 22 September 2026

PetLumina respects your privacy and is committed to handling your personal information responsibly.

This Privacy Policy explains how PetLumina (“we”, “us” or “our”) collects, uses, stores and shares personal information when you visit PetLumina.com, make a purchase, contact us, or otherwise interact with our services.

By using our website, you acknowledge the practices described in this Privacy Policy.

1. Information We Collect

Depending on how you interact with PetLumina, we may collect information including:

Contact information

  • Name
  • Email address
  • Phone number
  • Billing and shipping address

Order information

  • Products purchased
  • Order value
  • Order history
  • Shipping and delivery information
  • Returns, refunds and customer-support information

Payment information

Payments are processed through secure third-party payment providers. PetLumina does not directly store your complete credit or debit card details.

Our payment providers may collect information necessary to securely process your payment.

Website and device information

When you visit our website, certain information may be collected automatically, including:

  • IP address
  • Browser and device type
  • Pages viewed
  • Referring website or advertisement
  • Interactions with our website
  • Approximate location derived from technical information
  • Cookies and similar technologies

Communications

If you contact us, we may collect the information contained in your message and any other information you voluntarily provide.

2. How We Use Your Information

We may use personal information to:

  • Process and fulfil orders
  • Arrange shipping and delivery
  • Provide order and tracking updates
  • Process returns, refunds and replacements
  • Provide customer service
  • Communicate with you about your order
  • Operate, maintain and improve our website
  • Detect and prevent fraudulent or suspicious transactions
  • Analyse website and advertising performance
  • Personalise your shopping experience
  • Measure the effectiveness of our advertising
  • Send marketing communications where you have consented or where otherwise permitted by law
  • Comply with applicable legal and regulatory obligations

We only use personal information for legitimate business purposes and as otherwise permitted or required by applicable law.

3. Shopify

Our online store is powered by Shopify.

Shopify processes certain personal information to provide ecommerce functionality, including checkout, order processing, security and other services.

Information processed through Shopify is subject to Shopify's applicable privacy and security practices.

4. Payments

Payments are processed using payment providers made available through our checkout, which may include Shopify Payments and other supported payment methods.

Payment providers may collect and process information necessary to complete your transaction, prevent fraud and comply with applicable financial regulations.

PetLumina does not directly store complete payment-card details.

5. Order Fulfilment & Shipping

To fulfil and deliver your order, we may share necessary information with third-party fulfilment partners, suppliers and shipping carriers.

This may include your:

  • Name
  • Shipping address
  • Phone number
  • Email address where required
  • Products ordered
  • Other information reasonably required to fulfil and deliver your purchase

We only provide information reasonably necessary for these providers to perform their services.

Because some fulfilment and shipping providers may operate outside Australia, information necessary to fulfil an order may be processed in other countries.

6. Advertising & Analytics

PetLumina may use third-party advertising and analytics services to understand how customers interact with our website and to measure or improve advertising performance.

These services may include platforms such as Meta and services provided through Shopify.

Depending on your browser settings, consent choices and applicable law, these technologies may collect information about your device, website activity and interactions with advertisements.

This information may be used to measure advertising performance, understand customer behaviour and show advertising that may be more relevant to users.

7. Cookies

PetLumina and our service providers may use cookies and similar technologies to:

  • Keep the website functioning correctly
  • Remember preferences
  • Support checkout functionality
  • Understand website usage
  • Measure website and advertising performance
  • Help prevent fraud
  • Personalise content or advertising where applicable

You can control or disable certain cookies through your browser settings and any privacy or cookie controls made available on our website.

Disabling certain cookies may affect some website functionality.

8. Marketing Communications

If you subscribe to our email or marketing communications, we may use your contact information to send you product updates, promotions, offers and other marketing messages.

You can unsubscribe from marketing emails at any time by using the unsubscribe link contained in the email.

Unsubscribing from marketing communications will not prevent us from sending transactional messages necessary to manage an existing order, refund or customer-service request.

9. How We Share Personal Information

We do not sell your personal information for money.

We may share information with service providers where reasonably necessary to operate PetLumina, including:

  • Ecommerce and website providers
  • Payment processors
  • Order fulfilment partners and suppliers
  • Shipping and logistics providers
  • Email and customer communication providers
  • Advertising and analytics platforms
  • Fraud prevention and security providers
  • Professional advisers where necessary
  • Government or regulatory authorities where required by law

These third parties may process information according to their own privacy policies and applicable laws.

10. International Data Processing

Some of the service providers we use may operate or store information outside Australia.

As a result, personal information may be processed in countries other than Australia when necessary to provide our services, process payments, fulfil orders, provide website functionality or perform other legitimate business functions.

We take reasonable steps appropriate to our business and the services we use to ensure personal information is handled responsibly.

11. Data Retention

We retain personal information for as long as reasonably necessary to:

  • Complete transactions
  • Maintain business and financial records
  • Provide customer support
  • Resolve disputes
  • Prevent fraud
  • Comply with legal, tax and regulatory requirements

Information that is no longer reasonably required will be handled in accordance with applicable legal requirements.

12. Security

We take reasonable steps to protect personal information against loss, misuse, unauthorised access, disclosure or alteration.

Our store also relies on the security measures provided by Shopify, payment processors and other service providers.

However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.

13. Your Privacy Choices & Rights

Depending on applicable law and the circumstances, you may have rights relating to your personal information.

You may contact us to:

  • Request access to personal information we hold about you
  • Request correction of inaccurate information
  • Ask questions about how your information is handled
  • Withdraw consent where processing is based on your consent
  • Request deletion of certain information where applicable
  • Make a privacy-related complaint

Some information may need to be retained where required by law or for legitimate business purposes, including transaction and financial records.

To make a privacy request, contact us using the details below. We may need to verify your identity before completing certain requests.

14. Children's Privacy

PetLumina is not intended for children to make purchases independently.

We do not knowingly seek to collect personal information directly from children who are not legally able to provide the relevant consent.

If you believe a child has provided us with personal information inappropriately, please contact us.

15. Third-Party Links

Our website may contain links to websites or services operated by third parties.

PetLumina is not responsible for the privacy practices or content of third-party websites. We recommend reviewing their privacy policies before providing personal information.

16. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes to our business practices, services, technology or legal requirements.

The latest version will be published on our website with the updated effective date.

17. Contact Us

For questions, requests or concerns regarding this Privacy Policy or the handling of your personal information, please contact:

PetLumina
Queensland, Australia
📧 petlumina.team@gmail.com