Legal

Privacy Policy

The Flooring Lab

Last updated: June 2026

1. About this policy

The Flooring Lab ("The Flooring Lab", "we", "us", "our") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, store and protect your personal information when you visit theflooringlab.com.au (the "Website"), contact us, register a product warranty, request a quote or sample, open a trade account, or otherwise deal with us.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using the Website or providing us with your personal information, you consent to the practices described in this policy.

Our details

The Flooring Lab — Australian Owned & Operated

ABN: [insert ABN]

Registered address: [insert business address]

Email: [insert privacy contact email, e.g. privacy@theflooringlab.com.au]

Phone: [insert phone]

2. The personal information we collect

The type of personal information we collect depends on how you interact with us. It may include:

Identity and contact details — your name, email address, phone number, postal or delivery address, and the company or trade you represent.
Enquiry and project information — details you provide when you contact us, request a quote or product sample, ask about a collection or colour, or describe your project (e.g. room type, approximate area, timeframe, installation method).
Warranty registration details — information you submit when registering a product warranty, such as the product purchased, batch/SKU, purchase date, place of purchase (retailer), installer details and installation address.
Trade and B2B account information — for stockists, retailers, architects, designers and builders: business name, ABN, trading references, contact people and login credentials for any trade portal.
Transaction and supply information — records of orders, samples, deliveries and communications between us, our retailers, and our suppliers (note: The Flooring Lab is primarily a brand/wholesale business and retail purchases are generally made through stockists such as Carpet Court).
Marketing preferences — whether you have opted in to receive newsletters or promotional material.
Employment applications — if you apply for a role, your CV, work history and related details.
Website usage and technical data — your IP address, browser and device type, pages viewed, referring site, and similar analytics data (see Cookies, section 5).
Saved preferences — items you "like"/save on the Website (this is stored locally in your browser and is not, by itself, linked to your identity).

We do not generally seek to collect sensitive information (such as health, racial or political information). Please do not send us sensitive information unless we specifically request it.

3. How we collect personal information

We collect personal information:

Directly from you — when you complete a form on the Website (contact, quote, sample, warranty, trade application), email or phone us, subscribe to our communications, visit a showroom or exhibition, or deal with us in person.
Automatically — through cookies and analytics tools when you browse the Website (section 5).
From third parties — such as our retailers and stockists, installers, suppliers, credit or trade references, or publicly available sources, where relevant to your dealings with us.

If you provide us with personal information about another person (for example, an installer or a co-owner of a property), you must ensure you are authorised to do so and that they are aware of this policy.

4. Why and how we use your personal information

We use personal information to:

respond to your enquiries and provide quotes, samples and product information;
process and manage product warranty registrations and claims;
refer you to, or coordinate with, an authorised retailer, stockist or installer;
set up and manage trade/B2B accounts and provide access to trade resources and downloads;
fulfil and follow up on orders, samples and deliveries;
provide customer support and after-sales care;
send you newsletters, product updates and promotional material where you have consented (see section 6);
operate, maintain, personalise and improve the Website and our products and services;
conduct analytics and understand how our Website is used;
verify your identity and protect against fraud or misuse;
meet our legal, regulatory, tax and record-keeping obligations.

We will only use your personal information for the purposes for which it was collected, a directly related purpose you would reasonably expect, or as otherwise permitted or required by law.

5. Cookies, analytics and tracking technologies

The Website uses cookies and similar technologies to function and to help us understand and improve your experience. These include:

Strictly necessary / functional — to enable core features, such as remembering the products you "like"/save (stored in your browser's local storage) and your site preferences.
Analytics — we may use tools such as [Google Analytics / your analytics provider] to collect aggregated information about Website traffic and usage. These tools may set their own cookies and process data under their own privacy policies.
Embedded third-party content — pages may include third-party widgets (for example, a carbon-offset/Tree-Nation widget or embedded media), which may set cookies.

You can control or disable cookies through your browser settings. Disabling some cookies may affect how the Website functions.

6. Marketing communications

Where you have consented, we may send you marketing communications about our products, collections, promotions and news. We handle marketing in accordance with the Spam Act 2003 (Cth).

You can opt out at any time by using the unsubscribe link in any email, or by contacting us using the details in section 14. We will action your request promptly. We will continue to send you non-marketing communications necessary for our dealings with you (such as warranty or order updates).

7. Disclosure of your personal information

We may disclose your personal information to:

Authorised retailers, stockists and installers to fulfil your enquiry, supply product, or service a warranty;
our suppliers and manufacturers where necessary to process orders, samples or warranty claims;
service providers who support our business, including website hosting and database providers, email and communications platforms, analytics providers, payment or logistics providers, and IT support;
professional advisers such as lawyers, accountants and auditors;
government, regulatory or law-enforcement bodies where required or authorised by law;
a purchaser or successor in the event of a sale, merger or restructure of our business.

We do not sell your personal information.

8. Overseas disclosure

Some of our service providers (for example, cloud hosting, database, email or analytics providers) may store or process data on servers located outside Australia, including in countries such as the United States and the European Union. Where we disclose personal information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles. By using the Website and our services, you consent to this overseas disclosure. [Confirm the actual locations of your hosting/email/analytics providers and list them here.]

9. How we store and protect your information

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification or disclosure — including secure hosting, access controls, encryption in transit, and staff handling procedures. While we work hard to protect your information, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.

If we become aware of a data breach likely to result in serious harm, we will respond in accordance with the Notifiable Data Breaches scheme under the Privacy Act.

10. How long we keep your information

We retain personal information only for as long as necessary to fulfil the purposes described in this policy, including to honour warranties, to provide after-sales support, and to meet our legal, accounting and record-keeping obligations. When information is no longer required, we will take reasonable steps to securely destroy or de-identify it.

11. Links to other websites

The Website may contain links to third-party websites (for example, retailers such as Carpet Court, suppliers, social media, or our trade portal). We are not responsible for the privacy practices or content of those websites. We encourage you to review their privacy policies before providing them with personal information.

12. Accessing and correcting your information

You may request access to the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete or misleading. To do so, contact us using the details in section 14. We may need to verify your identity before acting on your request. We will respond within a reasonable period. In limited circumstances permitted by law we may decline access, in which case we will explain why.

13. Complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first using the details in section 14 so we can try to resolve it. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or 1300 363 992.

14. How to contact us

For any privacy questions, requests or complaints, contact our Privacy Officer:

The Flooring Lab — Privacy Officer

Email: [insert privacy contact email]

Phone: [insert phone]

Post: [insert business address]

15. Children's privacy

The Website is intended for a general adult audience (homeowners, designers, architects and trade customers). We do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us and we will take steps to delete it.

16. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal obligations. The current version will always be available on the Website, with the "Last updated" date shown at the top. We encourage you to review it periodically.