Adairs — Privacy Policy

Adairs Limited (ACN 147 375 451), Adairs Retail Group Pty Ltd (ACN 128 287 776) (Adairs, we, us or our) is in the business of retailing goods including, but not limited to, furnishings and homewares, with stores around Australia and an online/digital presence under the Adairs Brands (the Services).

This Policy explains and governs how Adairs will deal with your Personal Information collected in connection with the Services.

This Policy also applies to Personal Information collected by Adairs in connection with its website, social media accounts, applications, and other technological means (Online Platforms), as well as in connection with any direct communication between you and Adairs.

Adairs uses third parties located both locally and overseas in addition to its own resources to provide these Services.

1. Scope of this Privacy Policy

1.1 We are committed to protecting the privacy of everyone who uses our Online Platforms and/or our Services, for them to understand what Personal Information we collect and store, and why we do so, how we receive and/or obtain that information, the rights an individual has with respect to their personal information in our possession, and with complying with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) (Privacy Act).

1.2 We understand that when accessing our Services, the privacy and confidentiality of Personal Information (as defined under the Privacy Act) is important to you. That’s why we fully respect your rights to privacy and are committed to protecting the personal and financial details you provide us in line with this Privacy Policy. This Privacy Policy applies to our Services and all individuals who use our Services or whose Personal Information is processed by Adairs.

2. What is personal information and what personal information do we collect?

2.1 Personal Information is any information or opinion that can be used to identify an individual.

2.2 The type of Personal Information we may collect includes:

2.2.1 Personal Information - We may collect personal details such as your name, location, date of birth allowing us to identify who you are;

2.2.2 Contact Information - We collect information such as your email address, telephone, login credentials, third-party usernames (such as social media handles), residential, business and postal address and other information that allows us to contact you;

2.2.3 Statistical Information - We collect behavioural and statistical information about you and your businesses (if applicable) in connection with the Services and/or the Online Platforms. This may include your purchase history, preferences and interests regarding our products and the Services;

2.2.4 Other communications – We also collect Personal Information about your dealings with us, including from records of any contact we have had with you.

2.2.5 Loyalty information – We also collect Loyalty information connecting to your Linen Lovers account and Qantas memberships.

2.2.6 Other Information – We may collect other information such as your IP address, browser type, date and time of website access, location information and cookies. We do not collect financial information such as any bank or credit card details used to transact with us and other information that allows us to transact with the individual and/or provide them with our Services. This information is collected by a third-party payment processing platform that has its own privacy policy.

3. Do you have to provide Personal Information to us?

You may choose to remain anonymous or use a pseudonym when interacting with us, except in cases where your true identity is legally required, or it is impracticable for us to proceed without verifying your identity. For example, we may be unable to respond to your query or provide the services you want to engage us for.

4. Sensitive Information

4.1 Sensitive information is information about you that reveals your racial or ethnic origin, political opinions, religious or philosophical beliefs or affiliations, membership of a professional or trade association, membership of a trade union, details of health, disability, sexual orientation or criminal record.

4.2 It is our policy to only collect your sensitive information where it is reasonably necessary for our functions or activities and either you have consented or we are required or authorised under law to do so.

5. Why We Collect Personal Information

5.1 We may collect your Personal Information when required by law, but generally we collect your Personal Information so that we can carry out the following actions:

5.1.1 to enable you to use our Online Platforms;

5.1.2 to provide our Services and operate our business;

5.1.3 to communicate with you, including about our Services, loyalty schemes (e.g. Linen Lovers), competitions and offers which might interest you;

5.1.4 to provide you with information or advice;

5.1.5 to process payments by or to you in connection with our Services;

5.1.6 to create accounts, tax invoices or receipts;

5.1.7 to provide your personal information to third parties in order for them to supply the Services to you or as or a function of market research;

5.1.8 to consider and respond to complaints made by you.

5.1.9 We may disclose additional purposes for collection of your personal information in collection statements at the point of collection.

6. How Information is Collected

6.1 We collect your Personal Information in a number of ways. Generally, your Personal Information is collected directly from you when you interact with us. For example, when you:

• use our Services, including by visiting one of our stores;
• contact us with an enquiry or complaint;
• apply to work with us;
• subscribe to any of our mailing lists or participate in any of our competitions;
• join our Linen Lovers program, and use your Linen Lovers membership;
• write to us;
• through digital technologies such as cookies, tags and pixels;
• generally deal with us directly or via our Online Platforms; and
• through the use of CCTV when you visit us instore.

6.2 Where reasonable and practicable, we will collect your Personal Information directly from you. However, in some circumstances, we may receive your Personal Information from third parties. For example, from:

• anyone sharing information with us for loss prevention and/or law enforcement purposes;
• anyone you list in your employment application (for example references);
• our loyalty program partners (such as Qantas);
• data analytics and insights providers (such as Experian); and
• our related companies, our parent company Adairs Limited and its subsidiaries (such as Mocka and Focus on Furniture) (Related Companies). This may include details of your transactions and interactions with Related Companies, including your browsing activity on their websites and apps, as well as information and characteristics inferred through data analytics. We may also receive de-identified data from Related Companies and share de-identified data with them for analytics and reporting purposes.

 

7. When Personal Information is Used & Disclosed

7.1 We will not use any Personal Information other than for the purpose for which it was collected other than with the individual’s permission and subject to clause 7.3.

7.2 We will retain Personal Information for the period necessary to fulfil the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.

7.3 We may disclose your Personal Information:

7.3.1 where we reasonably believe that an individual may be engaged in fraudulent, deceptive or unlawful activity that a governmental authority should be made aware of;

7.3.2 as required by any law (including the Privacy Act);

7.3.3 in order to sell our business (in that we may need to transfer Personal Information to a new owner); and/or

7.3.4 to third parties who assist us, provide us with services and perform functions on our behalf (including any Related Companies of Adairs Limited). This includes:

• providers who facilitate the provision of products and services to you (including repairs), e.g. manufacturers, suppliers, couriers and installers;
• marketing, advertising and promotions and event organisers;
• providers who assist with analytics, reporting and insights, including monitoring customer behaviour and preferences and supporting the operation, security and improvement of our websites, apps and online platform;
• third-party platforms and advertising partners so they can deliver or measure advertising and content (including tailored advertising) on our behalf; or
• our professional advisers, including lawyers, auditors and accountants.

7.4 If personal information is disclosed to a third party, we will take reasonable steps to ensure your personal information is treated in accordance with all applicable privacy principles and laws.

8. Overseas disclosure

Some of the third parties we share your Personal Information with are located outside of Australia, for example, the United States. We require these parties to protect your information and use it in accordance with applicable law.

9. Opting "In" or "Out" 

9.1 By clicking “I Agree” or any other button indicating your acceptance of this privacy policy, you expressly consent to the collection and use of your Personal Information in accordance with this privacy policy.

9.2 An individual may opt to not have us collect their Personal Information (for example by unsubscribing to any marketing emails received). This may prevent us from offering them some or all of our services and may terminate their access to some or all of the services they access with or through us.

9.3 When opting out via the unsubscribe link within Adairs promotional emails, you are opting out from email marketing only. When opting out of Adairs SMS communications via the opt out reply function, you are opting out of SMS marketing only. If you elect to opt out, you will still receive service-based communications relating to your Linen Lover membership and account, as well as other information that we are required to send you by law, such as changes to our terms and conditions and notifications relating to your transactions, rewards, and entitlements. To opt out of mail or all other marketing, please send us a message via our contact us form or call 1300 783 005 (free call Australia).

9.4 If an individual believes that they have received information from us that they opted out of receiving, they should contact us on the contact details set out in clause 17.

10. De-Identified Information

10.1 We may use your Personal Information in de-identified form (de-identification being a process by which a collection of data or information is altered to remove or obscure personal identifiers and personal information) to assist us in running our business. We may also provide, including by way of sale, de-identified information in aggregated form, to third parties. This information may include (but is not limited to):

10.1.1 age demographics;

10.1.2 purchasing trends;

10.1.3 trends and statistics in relation to our goods and services;

10.1.4 statistics about purchasing patterns of our goods and services;

10.1.5 statistics surrounding our goods and services.

10.2 When your Personal Information is included in de-identified, aggregated data, it is not possible to identify you or anything about you from that data.

Use of Cookies and Pixel Tracking Tags

Cookies are small files that store information on your computer, mobile phone or other device. They enable the entity that put the cookie on your device to recognise you across different websites, services, devices and/or browsing sessions.

A tracking pixel is a piece of code generated by a third-party provider that can be placed on an organisation’s website to collect information about a user’s activity. When a user visits a webpage with a tracking pixel, the pixel loads and sends certain types of data to the server of the third-party provider.

We may use tracking technologies to enable us to collect data that may include personal information. For example, where a cookie or tracking pixel is linked to your account, it may be considered personal information under the Privacy Act. We will handle any personal information collected by tracking technologies in the same way that we handle all other personal information as described in this Privacy Policy.

Some examples of how we use cookies are to:

• recognise you when you come back to our websites;
• customise our websites for an enhanced shopping experience for you;
• enable you to make purchases through our websites; and
• provide relevant information to you via third-party channels.

You are able to opt out of the majority of this data collection by accessing Google Analytics Opt-out Browser Add-on from your browser. You may also be able to turn off tracking via your current browser, where available.

11. The Storage, Safety & Security of Personal Information

11.1 We may hold your personal information in either electronic or hard copy form, sometimes with the assistance of data storage service providers.

11.2 If you provide information to us electronically, we retain this information in our computer systems and databases. If you provide information to us in hard copy (paper) this information is normally retained in our files and a copy is made to our electronic files.

11.3 We have appropriate measures in place to prevent your Personal Information from being accidentally lost, used or accessed in an unauthorised way and we use appropriate security measures to safeguard and protect your information, such as:

• Physical Security: Paper records are stored in secure premises.
• Electronic Security: Electronic data is protected by internal and external firewalls, high-level encryption, and password access with multi-factor authentication.
• Network & Infrastructure Security: Systems are protected through internal and external network security controls, strong encryption, and multi-factor authentication.
• Monitoring & Threat Detection: We utilise security monitoring and logging technologies, including endpoint detection and response tools and security event monitoring, to detect and respond to potential threats.
• Vulnerability Management & Testing: We conduct regular vulnerability assessments and independent security testing to identify and remediate potential weaknesses.
• Access Controls: Access to Personal Information is restricted to authorised personnel based on business need-to-know principles.
• Third-Party Protections: When disclosing Personal Information to third parties (including contractors and service providers), we implement contractual safeguards, third party risk assessment and assess security obligations to help protect your information.
• Staff Training & Confidentiality: Staff are required to respect confidentiality and are subject to privacy and information security obligations.

11.4 You should be aware that there are risks with transmissions and storage of Personal Information via the internet, meaning we cannot guarantee the absolute safety of the information we collect. However, we will always take reasonable steps to maintain the security of your Personal Information in accordance with our legal obligations.

11.5 We may disclose your Personal Information to third parties and service providers located overseas in connection with any purpose, including to overseas cloud computing hosts. We take reasonable steps to ensure that the overseas recipients of your Personal Information comply with their privacy obligations in respect of your Personal Information. Whilst we will take reasonable steps to protect your Personal Information in accordance with our legal obligations, we are not responsible for the privacy or security practices of any third party (including third parties that we are permitted to disclose an individual’s Personal Information to in accordance with this policy or any applicable laws). The collection and use of an individual’s information by such third parties may be subject to separate privacy and security policies.

11.6 If an individual suspects any misuse or loss of, or unauthorised access to, their Personal Information, they should let us know immediately.

11.7 Where we become aware of any breach to our security systems that breaches or is likely to result in a breach of your rights or freedoms with respect to your Personal Information, we will notify you and any supervisory authority as required by law.

11.8 To the extent permitted by law, we are not liable for any loss, damage or claim arising out of another person’s use of the Personal Information where we were authorised to provide that person with the Personal Information.

12. How To Access and/or Update Information

12.1 You may access the personal information we hold about you and to update and/or correct it, subject to certain exceptions. If you would like access or update your Personal Information, please contact us using the contact details set out in clause 17.

12.2 We may ask you to verify your identity to ensure that Personal Information we hold is not improperly accessed.

13. Links

Links from our Online Platforms or via our Services to third party services that we do not operate or control are provided for your convenience. We are not responsible for the privacy or security practices of services that are not covered by this Privacy Policy. Third party services should have their own privacy and security policies which we encourage you to read before supplying any personal information to them.

14. Direct Marketing

14.1 We and/or our carefully selected third party business providers may contact you with direct marketing communications and information about the Services or other products and services offered by us via telephone, email, SMS, or regular mail.

14.2 If you have indicated a preference for a method of communication, we will endeavour to use that method wherever practical to do so.

14.3 You may opt out of receiving marketing communications at any time by responding via the channel in which you received the marketing communication, or by contacting us on the contact details set out in clause 17. You can unsubscribe from emails by clicking the unsubscribe link on the footer of the email communication you have received.

15. Artificial intelligence, automated tools and automated decision making

We may use artificial intelligence (AI) and other automated tools to help us provide our Services, improve our website and respond to customer enquiries. This may include using AI to detect and prevent fraud, transcribe and summarise interactions with us (such as phone calls and online chats), analyse trends and customer feedback, support training and quality assurance activities, and respond to enquiries about our products and services.

For example, if you use our chatbot, we will collect the information you provide so that we can respond to your enquiry and assist you. If you do not provide the information we need, we may not be able to help you.

We may share this information with service providers who help us operate these tools. These service providers may process information in Australia or overseas.

Where we use AI or automated tools in connection with Personal Information, we take reasonable steps to ensure they are used in accordance with applicable privacy laws.

We do not use your Personal Information to make decisions that are based solely on automated processes. All decisions that may affect you are made by our team using human review and consideration.

16. Data Breaches

If we suspect an eligible data breach, we will conduct an assessment as soon as practicable and within the maximum period permitted under the Privacy Act 1988 (Cth) (currently 30 days). If we determine that an eligible data breach has occurred, we will notify the Office of the Australian Information Commissioner (OAIC) and affected individuals as soon as practicable in accordance with our legal obligations.

17. Complaints and Disputes

17.1 If you need to contact us or have a complaint about our handling of your Personal Information, please contact us using the details below:

Contact: Privacy Officer
Phone: +61 (0) 3 8888 4500
Email: privacyofficer@adairs.com.au
Mail: Level 9, One Middle Road, Chadstone, VIC Australia 3148

17.2 Please include your name, email address and/or telephone number and include as much detail as possible in relation to your enquiry/complaint. We will acknowledge your enquiry/complaint and respond to you within a reasonable period of time. If you think that we have failed to resolve the complaint satisfactorily, you may refer the issue to the OAIC (at enquiries@oaic.gov.au).

17.3 Please note that:

• All complaints are taken seriously and will be assessed by an appropriate person with the aim of resolving any issue in a timely and efficient manner and in accordance with the Privacy Act. We request that you cooperate with us during this process and provide us with relevant information we may require so we can first attempt to resolve the issue directly between us. If you are not satisfied with the outcome of our assessment of your complaint, you may wish to contact the OAIC.
• If you require access to the Personal Information that we hold about you, we may charge a fee for providing access to this information and we may refuse access where the Privacy Act allows us to do so.

 

18. Changes to this Policy

18.1 If we decide to change this Privacy Policy, we will post the changes on our website. Please refer back to this Privacy Policy to review any amendments.

18.2 For further information regarding the Privacy Act, visit the Office of the Australian Information Commissioner’s website at www.oaic.gov.au.

Version Date: June 2026