1.1 This Privacy Policy explains how the Verandah consumer brands collect, use, share and protect your personal information, and your rights under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1.2 This policy applies to the following Verandah consumer brands (“we”, “us”, “our”) and their websites, stores, showroom and click & collect service:
1.3 We are part of the wider Verandah Brands Group, which is owned by Verandah Brands Pty Ltd (ABN 42 658 475 355). We share your personal information with other companies in the group, as described in section 6: our shared-services companies Verandah Operations Pty Ltd and Verandah Employment Services Pty Ltd, and our related brands Verandah Trade and Lighting & Decor.
1.4 We hold a single Verandah customer profile across the consumer brands so we can recognise you across them and keep your history connected.
2. The personal information we collect
Depending on how you deal with us, we may collect:
2.1 We generally do not collect sensitive information (as defined in the Privacy Act). If we ever need to, we will ask for your consent first.
3. How we collect it
We collect personal information: directly from you (when you create an account, buy, subscribe, enter a competition, visit the showroom, or contact us); automatically as you use our sites (cookies and analytics); from other Verandah brands as part of your single customer profile; and from service providers and partners who help us operate (for example delivery, payment and marketing platforms). Where it is reasonable and practicable, we collect personal information directly from you.
4. Why we use your personal information
We use your personal information to:
4.1 We use your information for the purpose we collected it and for related purposes you would reasonably expect. If we want to use it for an unrelated purpose, we will get your consent unless the law allows otherwise.
5. Your Verandah customer profile and record matching
5.1 As the Verandah brands come together, we are creating a single customer profile that works across the group, so you do not need a separate login for each brand and your history stays in one place.
5.2 To do this we match and link records that belong to the same person, using identifiers such as your email address and mobile number. If you already have an account or order history with one of our brands, we may link those records to your Verandah profile rather than create a duplicate.
5.3 Linking your records in this way does not change your marketing preferences. How we contact you for marketing is dealt with in section 7.
6. Sharing your information across the Verandah group
6.1 Because our brands are related bodies corporate, we share your personal information among Verandah group companies so we can operate your account and serve you across brands, for the purposes in section 4. This means a brand you have not bought from directly may still hold your information as part of your Verandah profile.
6.2 We share your information for marketing across the group only in line with your choices in section 7.
7. Direct marketing and your choices
7.1 We will only send you marketing (about our products, offers, new brands and content) by email or SMS if you have consented. You can consent when you create an account, at checkout, or by subscribing, and you can withdraw consent at any time.
7.2 Verandah consumer brands. When you consent to marketing you can choose to hear from a single brand or from the Verandah consumer brands as a group: TileCloud, Yabby, Dawn and Verandah Retail. This is a choice you make; it is not switched on by default.
7.3 Verandah Trade. Verandah Trade serves builders and trade professionals and has its own separate marketing opt-in. Consenting to consumer marketing does not sign you up to Verandah Trade marketing, and the reverse also applies.
7.4 Opting out. Every marketing email has an unsubscribe link and you can reply STOP to any marketing SMS. We action opt-outs within 5 business days. You will still receive service messages (order, delivery, account and policy-change notices), which are not marketing.
7.5 Where we got your details. If you ask, we will tell you the source of the personal information we hold about you, unless it is unreasonable or impracticable to do so.
7.6 Email and SMS marketing is also governed by the Spam Act 2003 (Cth). We only send marketing to people who have opted in, and we do not send marketing to people who have unsubscribed.
8. Service providers and advertising platforms
8.1 We share personal information with service providers who help us run our business, for example website and email or SMS platforms (such as Klaviyo and Shopify), payment providers, delivery and logistics partners, IT and analytics providers, and our showroom and point-of-sale system. They may use your information only to provide their services to us.
8.2 We use advertising and audience tools to reach people who may be interested in our products. This can include sharing hashed (pseudonymised) contact data with platforms such as Meta and Google to build custom and lookalike audiences. We exclude people who have unsubscribed from marketing from these audiences. You can manage ad personalisation in your account settings on those platforms.
9. Cookies and analytics
Our sites use cookies and similar technologies, and analytics tools (such as Google Analytics and Google Tag Manager), to make the sites work, remember your preferences, measure performance and support advertising. You can control cookies through your browser settings; turning some off may affect how the sites work.
10. Overseas disclosure
Some of our service providers store or process personal information outside Australia, including in the United States and Canada, and in other countries where our providers (such as Shopify, Klaviyo, Google and Meta) host data. Where that happens, we take reasonable steps to ensure your information is handled consistently with the Australian Privacy Principles.
11. How we keep your information secure
We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure, including access controls, secure hosting and staff training. No system is completely secure, so we cannot guarantee absolute security.
12. How long we keep your information
We keep personal information only for as long as we need it for the purposes in this policy, or as required by law (for example tax and consumer-law record-keeping), after which we take reasonable steps to delete or de-identify it.
13. Accessing and correcting your information
You can ask us for access to the personal information we hold about you, and ask us to correct it if it is wrong. Contact us using the details in section 16. We will respond within a reasonable time (generally 30 days). If we cannot give you access or make a correction, we will explain why.
14. Complaints
If you think we have mishandled your personal information, please contact us first (section 16) and we will investigate and respond. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner (OAIC): oaic.gov.au, phone 1300 363 992, or GPO Box 5288, Sydney NSW 2001.
15. Changes to this policy
We may update this policy from time to time. We post the current version here with the date it was last updated, and where a change is significant we take reasonable steps to let you know.
16. How to contact us
For any privacy question or request, contact our Privacy Officer: