Privacy policy

Your privacy

Privacy policy

Last updated: 24 August 2026

Kellyville Pets regards customer privacy as an important part of our relationship with our customers. This policy explains what personal information we collect, how we use and store it, who we share it with, and how you can access, correct or remove it. It applies to everyone who uses the Kellyville Pets website and conforms to Australian and internet privacy standards.

On this page

• What we collect
• How we use your information
• Consent & communications
• Orders & payment
• Data retention
• Storage & security
• Third parties & links
• Accessing, correcting or deleting your information
• Cookies
• Legal disclosure
• Automated decision-making
• Age of consent
• Changes to this policy
• Questions & contact

What we collect

To use the Kellyville Pets website and to serve you properly, we may need certain information from you. This is collected directly from you or your business — by telephone, email, mail, fax or through our website.

• Contact details such as your name, address, email address and phone number
• Financial information required to process an order, such as credit card number and expiry date
• Correspondence with us, particularly relating to sales, support and accounts, including email
• Your computer's internet protocol (IP) address, collected automatically when you browse the store, which helps us understand your browser and operating system

Correspondence may be recorded and stored so we can reference past service and support our staff development.

How we use your information

Any details we collect are required in order to provide you with our products and services, and a high level of customer service. Specifically, we use your information to:

• Process and fulfil your orders, and bill you correctly
• Contact you if there is a problem processing an order
• Provide support, answer questions and handle returns
• Send essential communications such as order updates, account information and critical service details
• Send promotional emails about our store, new products and other updates, where you have given permission

We do not sell your personal information, and we do not share it with third parties for unknown or unrelated purposes.

Consent & communications

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, such as marketing, we will either ask you directly for your express consent, or provide you with an opportunity to say no.

How do I withdraw my consent?

If you change your mind after opting in, you may withdraw your consent for us to contact you, or for the continued collection, use or disclosure of your information, at any time. Email onlineorders@kellyvillepets.com.au or write to Kellyville Pets, 1–15 Millcroft Way, Beaumont Hills NSW 2155, Australia. You can also ask to be removed from any mailing list at any time using the same address.

Third-party collection

You will be notified when your personal information is collected by any third party that is not our agent or service provider, so you can make an informed choice about whether to share your information with that party.

Marketing emails

Every marketing email we send includes a working unsubscribe link and clearly identifies Kellyville Pets as the sender, in line with the Spam Act 2003 (Cth). Unsubscribing from marketing emails will not affect essential order, account or delivery communications, which we will still need to send you to fulfil your order.

Orders & payment

If you purchase a product or service from us, we may request contact information (such as name, email and postal address) and financial information (such as credit card number and expiry date). We use this to bill you and fill your order, and to contact you if there is trouble processing it.

Where credit card details are collected, we simply pass them on to be processed as required. We never permanently store complete credit card details, and this sensitive payment data is deleted once your transaction is complete. We do, however, keep a record of the order itself — such as the items purchased, price and delivery details — for as long as is reasonably necessary for accounting, warranty and consumer guarantee purposes. See Data retention below for specific timeframes.

Payment card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). All direct payment gateways we use adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council — a joint effort of brands including Visa, MasterCard, American Express and Discover. These requirements help ensure the secure handling of credit card information by our store and its service providers.

You may also want to read our Terms of Service.

Data retention

We retain personal information for as long as necessary to provide our services, meet our legal obligations, and support legitimate business interests. Specific retention periods vary by the type of information:

Deletion requests

You may request deletion of your personal information at any time, subject to any legal or business-critical retention obligations — for example, tax records or proof of purchase for a warranty claim. We aim to respond to deletion requests within 30 days.

Note: in some cases we may anonymise data rather than delete it, where deletion would impair our ability to deliver a service to you.

Storage & security

The security of your personal information is important to us. We take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

When you enter sensitive information such as credit card numbers on our website, that information is encrypted using secure socket layer technology (SSL) and stored with AES-256 encryption. We follow all PCI-DSS requirements and implement additional generally accepted industry standards, both during transmission and once we receive your information.

No method of transmission over the internet or electronic storage is 100% secure, so we cannot guarantee absolute security. If you have any questions about security on our website, email onlineorders@kellyvillepets.com.au.

In the unlikely event of a data breach that is likely to result in serious harm to you, we will take steps to contain and assess it, and — in line with our obligations under the Notifiable Data Breaches scheme in the Privacy Act 1988 (Cth) — notify both the Office of the Australian Information Commissioner (OAIC) and any individuals at likely risk of serious harm, as soon as practicable.

Third parties & links

Kellyville Pets may use third parties to provide essential services on our site or for our business processes, and may share your details as necessary for that third party to provide the service. These third parties are prohibited from using your personally identifiable information for any other purpose. In general, they only collect, use and disclose your information to the extent necessary to perform the services they provide to us.

Certain third-party providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect of the information we are required to provide to them for your purchase-related transactions. We recommend you read their privacy policies so you understand how your personal information will be handled.

Some providers may be located in, or have facilities located in, a different jurisdiction to either you or us. If you proceed with a transaction that involves the services of such a provider, your information may become subject to the laws of the jurisdictions in which that provider or its facilities are located. For example, if your transaction is processed by a payment gateway located in the United States, your personal information used to complete that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Overseas disclosure

We use a number of overseas service providers to run our store, process orders and communicate with customers. Your personal information may be disclosed to these categories of overseas recipients:

• Cloud hosting & store platform — including Shopify, typically hosted in the United States
• Email marketing — including Klaviyo, typically hosted in the United States
• Analytics & advertising — including Meta and Google pixels, typically hosted in the United States

By using our website and providing your personal information, you consent to this disclosure. We take reasonable steps to ensure these overseas recipients handle your information consistently with the Australian Privacy Principles.

Links on our site may direct you away from our website. Once you leave our store's website, or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our Terms of Service. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements. The terms set out in this policy cover only the domain [www.kellyvillepets.com.au](https://www.kellyvillepets.com.au).

Accessing, correcting or deleting your information

If your personally identifiable information changes, or if you no longer wish to use our service, you may correct, update, delete or deactivate it by emailing onlineorders@kellyvillepets.com.au. You can also contact us to access the personal information we hold about you, or to register a complaint.

Cookies

Here is a list of the cookies we use, so you can choose whether to opt out of cookies.

Legal disclosure

We may disclose your personal information if required by law to do so, or if you violate our Terms of Service. We also reserve the right to disclose your personally identifiable information where we believe disclosure is necessary to protect our rights, or to comply with a judicial proceeding, court order or legal process served on our website.

Automated decision-making

Kellyville Pets does not currently use automated decision-making (ADM) that significantly affects your rights or interests. If this changes, we will update this policy — including the kinds of personal information used and the categories of decisions affected — in line with our obligations under the Privacy Act 1988 (Cth).

Age of consent

By using this site you represent that you are at least the age of majority in your state or territory of residence, or that you are the age of majority in your state or territory of residence and have given us your consent to allow any of your minor dependants to use this site.

Changes to this policy

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications take effect immediately upon their posting on the website. If we make material changes to this policy we will notify you here, by email, or by means of a notice on our homepage, so you are aware of what information we collect, how we use it, and under what circumstances (if any) we use or disclose it.

If our store is acquired by or merged with another company, your information may be transferred to the new owners so we can continue to sell products to you.

Kellyville Pets — proudly independent and locally owned for over 40 years.