Privacy Policy

This Privacy Policy applies to personal information collected through:

• this website;

• online retail product orders;

• customer accounts, where available;

• contact forms and email enquiries;

• retail product enquiries;

• order, payment, shipping, and delivery processes;

• local collection arrangements;

• customer service communication;

• newsletter or marketing subscriptions;

• product issue, damage, return, refund, recall, or complaint handling;

• website analytics, cookies, security tools, and ecommerce functions;

• communication by email, phone, SMS, contact form, social media, or other channels.

For the purposes of this policy, “we”, “us”, and “our” refer to Wide Bay Apothecary.

For privacy enquiries, access or correction requests, or privacy complaints, please contact:

Wide Bay Apothecary
Legal entity: Riane Harrich trading as Wide Bay Apothecary
ABN: [insert ABN]
Privacy contact: [insert privacy/contact email]
Contact form: [insert contact page link]
Business location: Kilkivan, Queensland, Australia

If a separate business postal address or PO Box is used, it can be added here.

The personal information we collect depends on how you interact with Wide Bay Apothecary.

We may collect:

• your name;

• email address;

• phone number;

• billing address;

• shipping address;

• order details;

• product purchase history;

• payment and invoice information;

• delivery, postage, tracking, and local collection details;

• customer account details, where customer accounts are enabled;

• communication preferences;

• information you provide through contact forms, emails, messages, reviews, or customer service enquiries;

• details needed to respond to product issues, damaged parcels, incorrect orders, returns, refunds, recalls, or complaints;

• technical information about your use of the website, such as device, browser, IP address, cookie data, analytics data, and website interaction information.

If you make a product enquiry, you may choose to provide additional information about your circumstances, such as whether you are pregnant, breastfeeding, taking medication, purchasing for a child, managing a diagnosed condition, or trying to choose between products. Please only provide information that is relevant to your enquiry.

During the retail-only stage, Wide Bay Apothecary does not use website contact forms or retail checkout processes as health intake forms, consultation forms, or personalised prescribing forms.

Some information you voluntarily provide may be health-related or sensitive. For example, you might mention medications, allergies, pregnancy or breastfeeding status, health conditions, symptoms, product reactions, or the reason you are considering a particular retail product.

Wide Bay Apothecary only collects health-related information where it is reasonably necessary to respond to your enquiry, manage product safety, handle a complaint, assess a reported product issue, or comply with legal or business obligations.

During the retail-only stage, any product information provided through the website is general in nature and does not replace individual naturopathic, medical, pharmaceutical, or emergency care.

Please do not send urgent medical concerns, detailed medical histories, pathology results, or emergency symptoms through the website contact form, email, social media, or product enquiry forms.

If you need individual advice about whether a product is suitable for you, especially if you are pregnant, breastfeeding, taking medication, purchasing for a child, managing a diagnosed condition, or using multiple supplements, please seek advice from an appropriate health professional.

5. How we collect information

We usually collect personal information directly from you.

This may happen when you:

• browse the website;

• create a customer account, where available;

• place a retail order;

• submit a contact form;

• email or message Wide Bay Apothecary;

• make a product enquiry;

• subscribe to updates or marketing emails;

• pay for an order;

• request shipping or local collection;

• report a damaged, leaking, incorrect, missing, or faulty product;

• request a return or refund;

• provide feedback, reviews, or complaints;

• interact with Wide Bay Apothecary through social media.

We may also collect information automatically through website cookies, analytics tools, security tools, ecommerce systems, and payment or checkout integrations.

In some cases, we may receive information from third parties, such as payment processors, delivery providers, ecommerce platforms, spam prevention tools, or other service providers used to operate the website and fulfil orders.

You can browse this website without directly identifying yourself.

However, if you wish to place an order, receive delivery, arrange local collection, submit an enquiry, or receive customer support, we need certain personal information to provide the service.

If you do not provide the information requested, we may be unable to:

• respond properly to your enquiry;

• process your order;

• accept payment;

• issue an invoice or receipt;

• pack and dispatch your order;

• provide tracking information;

• arrange local collection;

• investigate damaged, incorrect, missing, faulty, or delayed products;

• manage returns, refunds, recalls, or complaints;

• comply with legal, taxation, accounting, consumer law, product safety, or business record-keeping obligations.

We collect, hold, use, and disclose personal information for purposes including:

• operating this website;

• managing online retail orders;

• processing payments;

• issuing invoices, receipts, refunds, and order confirmations;

• packing, dispatching, shipping, tracking, and delivering orders;

• arranging local collection where available;

• communicating with you about your order, enquiry, collection, delivery, refund, return, or complaint;

• responding to product questions and customer service enquiries;

• managing customer accounts, where available;

• keeping business, accounting, taxation, and transaction records;

• managing product quality, damaged goods, incorrect orders, adverse product reports, complaints, recalls, and safety issues;

• improving website, product, service, and administrative processes;

• sending marketing or update emails where you have consented or where otherwise permitted by law;

• protecting the safety, security, and integrity of the website, ecommerce systems, and business operations;

• complying with legal, regulatory, insurance, taxation, accounting, product safety, and consumer law obligations;

• preparing for future service offerings, where relevant, provided that any future consultation or prescribing service will have its own appropriate intake, consent, and privacy processes.

We do not sell your personal information.

When you place a retail order, we collect the information needed to process, pack, supply, and deliver your order.

This may include your name, contact details, shipping details, billing details, products ordered, payment status, order notes, delivery instructions, and communication about the order.

Retail product orders are general retail transactions. They do not create a practitioner-client relationship and do not include individual naturopathic assessment, personalised prescribing, or treatment advice.

Local collection may be available by arrangement for some orders.

If you choose local collection where available, we may collect and keep information about the collection arrangement, including:

• the collection method selected;

• the order being collected;

• the agreed collection time;

• communication about collection arrangements and instructions;

• whether the order was collected at the agreed time;

• whether a missed collection required a new collection time or postage arrangement;

• any relevant product temperature-management steps, where applicable.

If you choose local collection, we’ll contact you after your purchase to arrange a suitable collection time and provide the collection details.

If an order is not collected at the agreed time, we may contact you to arrange a new collection time or postage.

If your order is posted, your name, postal address, contact details, delivery instructions, and order information may be provided to postal, courier, or delivery providers as needed to send your order and provide tracking information.

You may receive an order confirmation when your order is placed and a further notification with tracking information when your order is dispatched, where tracking is available.

Delivery providers may handle your personal information in accordance with their own privacy policies and service terms.

Payments are processed through third-party payment providers, such as Stripe, Squarespace Payments, PayPal, Afterpay, or another provider made available at checkout.

Wide Bay Apothecary does not usually receive or store full credit card numbers. Payment providers may collect and process payment details directly to complete transactions, store payment methods where authorised, process refunds, manage fraud prevention, and support payment security.

The payment methods available may change from time to time.

Wide Bay Apothecary uses third-party providers to operate the website, process orders, manage payments, communicate with customers, provide shipping, and support business administration.

These may include:

• website and ecommerce platforms, such as Squarespace or similar providers;

• payment processors;

• email and communication providers;

• newsletter and marketing email providers;

• postal, courier, and delivery providers;

• accounting, bookkeeping, and invoicing software;

• product suppliers and wholesale providers;

• IT, security, analytics, spam prevention, backup, and administrative service providers;

• professional advisers, insurers, regulators, or dispute-resolution bodies where required.

We only disclose personal information to third-party providers where reasonably necessary for the purpose of operating the business, providing services, fulfilling orders, complying with obligations, protecting safety, or managing legal and business interests.

Third-party providers may have their own privacy policies, security practices, and service terms that apply to their handling of information.

This website may use cookies, analytics, pixels, security tools, and similar technologies to:

• operate the website;

• enable ecommerce and checkout functions;

• remember user preferences;

• support customer account and cart functions;

• improve website performance;

• understand how visitors use the website;

• measure the effectiveness of website content or marketing;

• protect against spam, fraud, unauthorised access, or misuse.

You can usually adjust your browser settings to refuse or delete cookies. Some website functions may not work properly if cookies are disabled.

If third-party analytics or advertising tools are used, those providers may collect information in accordance with their own privacy policies and settings.

If you subscribe to email updates, newsletters, product updates, launch announcements, or marketing emails, we may use your name and email address to send information about Wide Bay Apothecary, retail products, services, educational content, promotions, or business updates.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or contacting us directly.

We do not use health-related information for marketing without consent.

Order confirmations, shipping updates, collection instructions, receipts, refund emails, safety notices, and recall notices are transactional or service-related communications and may still be sent where needed to manage your order or comply with obligations.

Wide Bay Apothecary primarily communicates by email for enquiries, order updates, payment confirmations, shipping notifications, tracking information, local collection instructions, product issues, returns, refunds, and administrative matters.

Email is convenient but may not be completely secure. Please take care when sending sensitive information by email and avoid sending unnecessary health or personal information.

Wide Bay Apothecary is not an emergency or crisis service. Do not use email, contact forms, social media, or website messages for urgent medical situations.

If you interact with Wide Bay Apothecary through social media, the platform’s own privacy policy and terms will also apply.

Please do not post sensitive health information, private personal details, order details, or urgent medical concerns in public comments or social media messages.

If your enquiry requires personal information, order details, or sensitive information, we may direct you to email or another more appropriate communication channel.

If you leave a product review, testimonial, comment, or other public-facing content, the information you choose to provide may be visible to other website users or members of the public.

Please do not include private health information, personal contact details, order details, or information about another person in public reviews or comments.

Wide Bay Apothecary may moderate, remove, or decline to publish reviews or comments that contain sensitive information, inappropriate content, misleading claims, medical claims, offensive material, or information about another person.

We will not publish private feedback as a testimonial using your identifiable details without your consent.

This website may contain links to third-party websites, platforms, suppliers, articles, product manufacturers, resources, or social media pages.

Wide Bay Apothecary is not responsible for the privacy practices, content, accuracy, security, or terms of third-party websites.

If you visit another website, you should read that website’s privacy policy and terms.

We may use personal information to manage product safety, product quality, adverse product reports, complaints, incorrect orders, damaged parcels, faulty products, recalls, or other issues affecting an order.

This may include using or disclosing relevant information to:

• identify the order or product involved;

• contact you about a product issue or recall;

• investigate a complaint or product concern;

• communicate with suppliers, manufacturers, delivery providers, insurers, advisers, or regulators;

• arrange a replacement, refund, return, or other remedy where required;

• comply with legal, consumer law, product safety, or insurance obligations.

Please contact us promptly if a product arrives damaged, leaking, incorrectly supplied, contaminated, unusually affected, or otherwise not as expected.

We may use or disclose personal information where required or authorised by law, including for:

• taxation, accounting, and business record-keeping;

• consumer law and product safety obligations;

• payment dispute, chargeback, fraud prevention, or debt recovery processes;

• insurance and indemnity purposes;

• responding to product issues, recalls, adverse events, or complaints;

• responding to subpoenas, court orders, legal claims, regulatory requests, or government authority requests;

• preventing or responding to serious threats to health, safety, or wellbeing;

• investigating suspected fraud, misuse, unauthorised access, cyber incidents, or security incidents;

• obtaining legal, accounting, insurance, IT, or professional advice.

Some third-party service providers used by Wide Bay Apothecary may store, process, or access personal information outside Australia.

This may occur through website hosting, ecommerce systems, email, payment processing, analytics, cloud storage, customer support tools, security tools, or other business systems.

Where personal information is disclosed to an overseas recipient, Wide Bay Apothecary will take reasonable steps required by Australian privacy law to protect that information, or will otherwise handle the information in accordance with consent or another lawful basis.

Because many digital service providers use cloud infrastructure, subcontractors, support teams, and data-processing systems across multiple regions, we may not always be able to identify the exact country where information is processed or stored at a particular time.

Where practicable, we will rely on the privacy policies, service terms, and data-processing information provided by relevant third-party service providers.

Wide Bay Apothecary takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Security measures may include:

• password-protected accounts;

• use of reputable website, ecommerce, payment, email, and business software providers;

• access controls;

• device security;

• secure cloud systems;

• limiting access to information where possible;

• careful handling of printed order paperwork, packing slips, labels, and business records;

• secure disposal or deletion of information when no longer required;

• reviewing systems and processes as needed.

No digital system, website, email system, payment platform, or delivery process can be guaranteed completely secure. However, we take privacy and confidentiality seriously and use reasonable safeguards to protect personal information.

Wide Bay Apothecary becomes aware of a privacy or data security incident, we will take steps to assess, contain, and manage the incident.

Where a data breach is likely to result in serious harm, and notification is required under the Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required.

We may also notify relevant service providers, payment providers, insurers, legal advisers, IT providers, regulators, or law enforcement where appropriate.

Wide Bay Apothecary keeps personal information for as long as needed for the purpose for which it was collected, and for as long as required for legal, taxation, accounting, consumer law, product safety, insurance, dispute-handling, or business record-keeping purposes.

Retail order, payment, invoice, shipping, return, refund, complaint, and product issue records may be kept for the period required or recommended for business, tax, accounting, product safety, consumer law, insurance, and dispute-resolution purposes.

If health-related information is voluntarily provided in connection with a product enquiry, complaint, product reaction, or customer support matter, it will be retained only for as long as reasonably required for the purpose for which it was collected, unless longer retention is required or permitted by law.

When information is no longer required, we will take reasonable steps to securely destroy or de-identify it, unless we are required or permitted to retain it.

You may request access to personal information Wide Bay Apothecary holds about you.

To request access, please contact us using the details above. We may need to verify your identity before releasing information.

Access will usually be provided within a reasonable period.

In some circumstances, access may be refused or limited where permitted by law, such as where access would unreasonably affect another person’s privacy, pose a serious threat to health or safety, prejudice legal proceedings, reveal commercially sensitive information, or disclose legally privileged information.

If access is refused or limited, we will explain the reason where appropriate.

Item dYou may ask us to correct personal information if you believe it is inaccurate, out of date, incomplete, irrelevant, or misleading.

If we agree the information should be corrected, we will take reasonable steps to update it.

If we do not agree to make the correction requested, you may ask us to attach a statement to the record noting that you believe the information is inaccurate, out of date, incomplete, irrelevant, or misleading.

You are responsible for providing accurate and current order, billing, shipping, and contact details when placing an order.

If you have a concern about how your personal information has been handled, please contact us first so we can try to resolve the issue.

Please include:

• your name and contact details;

• a clear description of the concern;

• what outcome you are seeking;

• any relevant dates, order numbers, documents, screenshots, or communication.

We aim to acknowledge privacy complaints within 7 days and provide a response within 30 days, unless the matter is complex or we require further information.

If you are not satisfied with the response, you may contact the Office of the Australian Information Commissioner.

If your concern relates to a health service provided in Queensland after health services become available, you may also contact the Office of the Health Ombudsman.

Wide Bay Apothecary may later offer online naturopathic consultations, personalised prescribing, practitioner-dispensed products, prescription refills, and custom herbal dispensing.

If these services become available, we may collect additional personal and health information through consultation bookings, intake forms, consent forms, client portals, prescription workflows, treatment plans, product invoices, dispensing records, and related communication.

Before collecting that information, we will provide appropriate service information, consent processes, and privacy wording for those services.

This retail-only Privacy Policy may be updated before or when those services are launched.

Wide Bay Apothecary may update this Privacy Policy from time to time to reflect changes in law, technology, business systems, ecommerce platforms, payment methods, service providers, products, future services, or privacy practices.

The current version will be published on this website with the date of last update.

For questions about this Privacy Policy, privacy requests, or privacy complaints, please contact Wide Bay Apothecary using the contact form on this website.