Privacy policy

At Form Vault Lab, we recognise that shopping online involves sharing information that deserves careful handling. When you place an order, request delivery, or contact our customer service team, you trust us with details that help us provide the service you expect.

This Privacy Policy explains how NWG WICKHAM PTY LTD, operating as Form Vault Lab, may collect, use, store, and disclose personal information through https://www.formvaultlab.com/.

It also explains the choices available to visitors and customers and the general privacy framework relevant to our operations in New South Wales, Australia.

1. Business and Website Information

Legal Business Name: NWG WICKHAM PTY LTD
Store Name: Form Vault Lab
Website: https://www.formvaultlab.com/

Business Address:

NWG WICKHAM PTY LTD
8 Mena St
North Strathfield NSW 2137
Australia

Customer Service Contact: Shayne Kemp
Email: [email protected]

In this policy, “Form Vault Lab,” “NWG WICKHAM PTY LTD,” “we,” “us,” and “our” refer to the business operating this website.

2. Personal Information We May Collect

The information collected depends on how you interact with our website and services.

A. Information You Provide Directly

When you place an order, submit a contact request, or communicate with us, we may collect:

  • Full name.

  • Billing and delivery addresses.

  • Email address.

  • Telephone number, where provided.

  • Order number and purchase history.

  • Products purchased and quantities.

  • Payment status and transaction references.

  • Return, refund, replacement, and delivery information.

  • Messages, feedback, photographs, and other details you voluntarily provide.

For example, if you contact us because an over-the-door hook arrived with a damaged joint, we may use your order details, photographs, and contact information to investigate the issue and respond.

B. Payment Information

Payments may be processed by third-party payment providers. Depending on the payment method and provider, we may receive transaction references, payment confirmation, payment status, billing details, and limited information about the payment method.

Sensitive payment credentials, such as full card numbers and security codes, are generally handled by the payment provider rather than stored directly by us. The provider's own privacy and security terms may also apply.

C. Technical and Website Information

When you visit our website, certain technical information may be collected automatically by the website platform, hosting provider, or enabled service tools.

This may include:

  • Internet Protocol (IP) address.

  • Browser type and version.

  • Device type and operating system.

  • Approximate location inferred from technical information.

  • Pages viewed and links selected.

  • Date and time of visits.

  • Referring website or page.

  • Shopping-session and website interaction information.

  • Website performance and diagnostic information.

We may use this information to maintain website functionality, understand visitor activity, and identify technical issues.

D. Cookies and Similar Technologies

Our website or service providers may use cookies, pixels, local storage, and similar technologies to support website functions and improve the shopping experience.

These technologies may be used to:

  • Maintain shopping sessions.

  • Remember certain preferences.

  • Support shopping-cart and checkout functions.

  • Measure website performance.

  • Understand traffic and visitor interactions.

  • Help detect suspicious or unauthorised activity.

  • Measure promotional or advertising activity where enabled.

You can manage cookies through your browser settings. Blocking or deleting certain cookies may affect shopping-cart, checkout, or other website features.

Where applicable law requires consent or additional notice for non-essential tracking technologies, we will provide the relevant information and choices.

3. How We Use Personal Information

We may use personal information for purposes reasonably connected with operating our store and providing customer service.

Order Administration

To confirm purchases, process payments, prepare products, arrange delivery, send order updates, and maintain transaction records.

Customer Support

To respond to inquiries, provide product information, investigate complaints, handle returns, and coordinate refunds or replacements.

Product and Service Improvement

To understand common customer questions, review product feedback, improve product listings, and make our website easier to navigate.

Website Operations and Security

To diagnose technical issues, maintain website availability, protect transactions, investigate suspicious activity, and reduce the risk of fraud or misuse.

Legal and Business Administration

To maintain accounting and business records, respond to lawful requests, resolve disputes, and comply with applicable legal requirements.

Marketing Communications

Where permitted by law and, when required, with your consent, we may use contact information to send promotional messages, product announcements, or store updates.

You can opt out of promotional emails at any time using the unsubscribe method provided or by contacting us.

4. When We May Disclose Personal Information

We may disclose personal information to third parties when reasonably necessary to provide our services or operate the website.

These third parties may include:

  • Website and ecommerce providers: To host and maintain the online store.

  • Payment processors: To authorise and process transactions.

  • Shipping and delivery providers: To prepare labels, transport parcels, and complete deliveries.

  • Customer service providers: To manage inquiries and communications.

  • Analytics and technical providers: To measure website performance and troubleshoot issues.

  • Security and fraud-prevention providers: To help identify suspicious activity.

  • Professional advisers: Such as accountants, auditors, and legal advisers.

  • Government authorities, regulators, or law enforcement: Where disclosure is required or authorised by law.

We seek to limit disclosures to information reasonably necessary for the relevant purpose. Third-party providers may handle information under their own privacy policies and contractual or legal obligations.

We do not sell personal information in exchange for money. If any particular advertising or analytics practice constitutes a regulated disclosure or other activity under a law that applies to the relevant individual, we will provide any notices and choices required by that law.

5. Storage, Security, and Retention

We take reasonable steps appropriate to the circumstances to protect personal information against misuse, interference, loss, and unauthorised access, modification, or disclosure.

No electronic system or online transmission method can be guaranteed to be completely secure. We therefore cannot promise absolute security.

We retain personal information for as long as reasonably necessary for the purposes for which it was collected, including order administration, accounting, customer service, fraud prevention, legal compliance, and dispute resolution.

When information is no longer reasonably required, we will take appropriate steps to delete or de-identify it, subject to applicable legal and recordkeeping requirements.

6. Australian Privacy Act and Privacy Principles

The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) apply to organisations covered by that legislation. Many businesses with annual turnover of more than AUD $3 million are covered, along with certain smaller businesses and specified categories of organisations.

The Privacy Act does not automatically cover every small business. Whether it applies to NWG WICKHAM PTY LTD depends on its turnover, activities, and any relevant statutory exceptions or voluntary opt-in arrangements.

Where the Privacy Act applies, we will handle personal information in accordance with the applicable requirements, including relevant APP obligations concerning collection, use, disclosure, access, correction, and security.

7. Your Privacy Choices and Requests

You may contact us with questions or requests concerning personal information associated with your orders or communications.

Depending on applicable law, you may request to:

  • Access personal information we hold about you.

  • Correct information that is inaccurate, incomplete, or out of date.

  • Ask about how your information is collected or used.

  • Request deletion where legally and operationally available.

  • Withdraw consent for marketing communications.

  • Raise a concern about how personal information has been handled.

Please email [email protected] with the subject line “Privacy Request.”

We may need to verify your identity before responding. Certain information may need to be retained where required for accounting, legal compliance, security, fraud prevention, or dispute resolution.

8. Marketing Communications

If we send promotional emails, you may unsubscribe using the link included in the message or contact us directly.

Opting out of marketing messages will not prevent us from sending essential service communications, such as order confirmations, delivery updates, refund notices, and responses to customer service inquiries.

9. Children's Privacy

Our website is intended for a general audience and is not designed to knowingly collect personal information directly from children without any consent required by applicable law.

If you believe a child has provided personal information to us inappropriately, please contact us so we can review the situation and take appropriate steps where required.

10. Third-Party Websites and Services

Our website may contain links to independent websites or use third-party services for payment processing, shipping, analytics, hosting, or communication.

We do not control the privacy practices or security of independent third-party websites. When you use an external website or service, you should review its privacy policy and terms to understand how it handles information.

11. Overseas Disclosure and Processing

Some providers that support our website, payment processing, customer communications, analytics, or order fulfilment may operate outside Australia.

Where personal information is handled by overseas providers, the arrangements and applicable legal requirements may depend on the provider's location and services. If the Australian Privacy Principles apply to our business, relevant requirements concerning overseas disclosure, including APP 8 where applicable, must be considered.

12. Privacy Complaints

If you have a concern about how we have handled your personal information, please contact us first and explain the issue.

We will review your concern and respond within a reasonable period. Where the Privacy Act applies and you are not satisfied with our response, you may be able to raise the matter with the Office of the Australian Information Commissioner (OAIC).

13. Changes to This Privacy Policy

We may update this Privacy Policy when our website, service providers, business practices, or legal obligations change.

The latest version will be published on this page with an updated effective date. We encourage visitors to review it periodically.

14. Contact Information

For privacy questions, access or correction requests, or concerns about this policy, contact:

NWG WICKHAM PTY LTD — Form Vault Lab
Attn: Shayne Kemp
8 Mena St
North Strathfield NSW 2137
Australia
Email: [email protected]
Website: https://www.formvaultlab.com/

Please use the subject line “Privacy Policy Inquiry” to help us direct your message appropriately.