Privacy policy

Last updated: 23 August 2026

This Privacy Policy describes how Get RUGD Pty Ltd (ABN 42 668 011 836), trading as RUGD ("RUGD", "we", "our", or "us") collects, uses, holds and discloses your personal information when you visit or make a purchase from getrugd.com (the "Site"), interact with our marketing, order from us as a business, or use our services.

We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). Where you're located in the EU, UK or another region with its own privacy laws, additional rights may apply and we've set those out below.

Contact us about privacy:
Get RUGD Pty Ltd
Unit 3 / 18 Hancock Way, Baringa QLD 4551, Australia
hello@getrugd.com

1. Personal information we collect

We collect information to operate our Site, provide our services, and improve your experience. "Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable.

1.1 Device and browsing information

Collected automatically when you access the Site:

  • IP address
  • Browser and device type
  • Time zone
  • Cookie identifiers
  • Pages viewed and time on page
  • Referring and exit pages
  • How you interact with the Site, including session recordings and heatmaps

Purpose: to load the Site correctly, perform analytics, improve performance, detect and prevent fraud, and personalise your experience.

Collected through: cookies, web beacons, pixels, log files, Shopify tools, Microsoft Clarity and Google Analytics.

1.2 Order information

Collected when you make or attempt to make a purchase:

  • Name
  • Billing and shipping address
  • Email address
  • Phone number
  • Payment details (processed by our payment providers, not stored by us)
  • Order history
  • Engraving text, artwork or personalisation instructions you supply

Purpose: to fulfil and manage orders, process payments, arrange shipping, send order updates, produce personalised or engraved products, detect fraud, meet our tax and accounting obligations, and provide customer support.

We don't store your full card details. Card payments are processed by our payment providers under their own security standards.

1.3 Customer support, returns and warranty information

If you contact us, return an order, or make a warranty claim, we may collect:

  • Your name, email address and phone number
  • Order number or proof of purchase, including proof of purchase from a stockist
  • Photos or video you send us of a product, its packaging or a shipping label
  • Return tracking numbers and correspondence
  • Any other information you choose to give us

Purpose: to assess and resolve returns, damage reports and warranty claims, arrange replacements and refunds, lodge claims with Australia Post, monitor product quality with our manufacturers, and prevent fraudulent or repeated invalid claims.

Photos and videos you send us are used to assess your claim and may be shared, without identifying you, with our manufacturers for quality control. We won't use your photos in marketing without asking you first.

1.4 Wholesale, bulk and corporate information

If you order from us as a business or enquire about becoming a stockist, we collect business contact details, including contact name, business name, ABN, trading address, phone number, email address, and order and payment history. This is held in our order, accounting and CRM systems and used to quote, invoice, supply and support your account.

1.5 Cookies and tracking technologies

We use cookies and similar technologies to:

  • Enable the store to function and keep your session secure
  • Remember your preferences
  • Track cart activity, including abandoned carts
  • Perform analytics
  • Deliver personalised advertising

You can control cookies through your browser settings, and where a cookie consent banner is shown to you, through that banner. Blocking essential cookies may stop parts of the Site working. A full list of Shopify cookies is available in Shopify's documentation.

1.6 Currency and location selection

By using our Site, you agree that third parties may process your IP address to determine your approximate location for pricing and currency display. A short-term session cookie stores your selected currency.

1.7 Children

Our Site and products aren't directed at children. We don't knowingly collect personal information from anyone under 16. If you believe a child has given us personal information, email hello@getrugd.com and we'll delete it.

2. SMS marketing and communications

This section is provided to comply with SMS regulations, the Spam Act 2003 (Cth), Klaviyo's requirements and abandoned cart SMS rules. For full details, see our Mobile Terms of Service.

2.1 SMS program overview

By subscribing to RUGD SMS updates, you agree to receive recurring text messages from us at the mobile number you provide. These may include:

  • Order and shipping notifications
  • Customer support messages
  • Product announcements
  • Promotions and offers
  • Abandoned cart reminders
  • Other transactional or marketing messages

Message frequency varies. Message and data rates may apply.
You can unsubscribe at any time by replying STOP. Reply HELP for help, or email hello@getrugd.com.

2.2 How SMS data is used

When you sign up for SMS, we collect and use your mobile number to:

  • Send relevant text messages
  • Personalise your experience
  • Track engagement, such as link clicks
  • Improve our communications
  • Deliver abandoned cart texts if you leave items in your cart and have opted in to SMS

2.3 Abandoned cart SMS disclosure

RUGD uses cookies, pixels and similar technologies to track cart activity. If you've opted in to SMS marketing, we may use this information to determine when to send cart reminder messages via SMS.

2.4 SMS opt-in data is not shared

Text messaging originator opt-in data and consent will not be shared with any third parties for marketing purposes. This SMS consent data is used solely to provide the SMS service.

To be clear about how this works alongside section 5: your mobile number and SMS consent record are shared only with the providers who send our messages on our behalf, such as Klaviyo, and only for that purpose. We don't upload SMS opt-in phone numbers to advertising platforms for audience building or ad targeting.

2.5 Location awareness

If SMS timing is adjusted based on your time zone or area code, location is inferred solely from your IP address, shipping address or mobile number area code. We don't use precise GPS location for SMS marketing.

3. How we use personal information

We use personal information to:

  • Provide and operate our online store
  • Process payments
  • Ship orders and manage returns
  • Assess warranty claims and arrange repairs, replacements and refunds
  • Communicate with you about your purchase
  • Send marketing by email, SMS and social advertising, where you've consented or where we're otherwise permitted to
  • Improve the Site, our products and our offerings
  • Detect and prevent fraud and misuse of our returns, warranty and promotional policies
  • Run promotions and advertising campaigns
  • Honour your preferences
  • Meet our legal, tax and accounting obligations

If you're in the EU or UK, we rely on the following legal bases: performance of a contract (orders, returns and warranty claims), consent (marketing and non-essential cookies), legal obligation (tax and consumer law records), and legitimate interests (fraud prevention, site security and improving our products).

4. Direct marketing and how to opt out

We send marketing only where you've opted in or where we're otherwise permitted to under the Spam Act 2003 (Cth) and the Australian Privacy Principles. Every marketing email includes an unsubscribe link and identifies us as the sender. Every marketing SMS can be stopped by replying STOP.

You can also email hello@getrugd.com at any time to opt out of any or all marketing, and we'll action it. Opting out of marketing doesn't stop transactional messages about an order you've placed.

5. Sharing personal information

We share data only where it's necessary to operate the business. We may share your information with:

  • Shopify, our e-commerce platform
  • Payment processors
  • Shipping and logistics partners, including Australia Post
  • Email and SMS providers, such as Klaviyo
  • Advertising partners, including Google, Meta, TikTok and Microsoft
  • Analytics providers, including Google Analytics and Microsoft Clarity
  • Accounting and business software providers, such as our accounting platform and our accountants
  • Manufacturers and suppliers, for quality investigations, on a de-identified basis wherever possible

We may also disclose information where required to comply with a law, a court order or a lawful request, to enforce our rights, or to prevent fraud or harm.

SMS opt-in data is excluded from third-party marketing sharing. See section 2.4.

We don't sell your personal information.

Shopify's privacy policy: https://www.shopify.com/legal/privacy

6. Behavioural and targeted advertising

We use browsing behaviour, purchase activity and cookie data to deliver relevant ads. Your data may be shared with advertising networks including Google Ads, Meta, TikTok, Microsoft Ads and Shopify Audiences.

You can opt out here:

7. Overseas disclosure and international transfers

We're based in Australia, but several of our providers store and process data overseas. Your personal information may be disclosed to, or accessible from, recipients located in the United States, Canada, Ireland, the United Kingdom, the European Union, Singapore and other countries where our service providers operate. Where we engage a manufacturer for a quality investigation, that recipient may be located in China.

Before disclosing personal information overseas we take reasonable steps to ensure the recipient handles it consistently with the Australian Privacy Principles, including through the contractual terms in our providers' data processing agreements.

For EU, EEA and UK residents, our providers rely on transfer mechanisms aligned with the GDPR, including Standard Contractual Clauses.

8. Data security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These include using reputable platforms with their own security controls, restricting staff access to what's needed, using multi-factor authentication on our business systems, and not storing full payment card details ourselves.

No method of transmission or storage is completely secure, so we can't guarantee absolute security.

Data breaches

If a data breach occurs that's likely to result in serious harm, we'll assess and respond to it in line with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner where required.

9. Data retention

We keep personal information only as long as we need it:

  • Order, invoice and tax records: at least 7 years, as required under Australian tax and corporations law.
  • Warranty and returns records: for the life of the applicable warranty period plus a reasonable period afterwards, so we can verify future claims. Because our vacuum insulation warranty is a lifetime warranty, we retain proof of purchase records for as long as needed to honour it.
  • Marketing data: until you unsubscribe or ask us to delete it, plus a suppression record so we don't contact you again.
  • Support correspondence: generally up to 7 years.
  • Analytics and cookie data: per the retention settings of the relevant provider.

When we no longer need personal information and aren't required to keep it, we delete or de-identify it.

10. Your rights and choices

Depending on where you live, you may have the right to:

  • Access the personal information we hold about you
  • Ask us to correct or update it
  • Ask us to delete it
  • Request a copy in a portable format
  • Object to or restrict certain processing
  • Withdraw consent at any time
  • Opt out of marketing by email and SMS
  • Ask us not to disclose your information for direct marketing purposes

To make a request, email hello@getrugd.com. We'll respond within 30 days. We may need to verify your identity first, and in limited cases we may not be able to action a request, for example where we're legally required to keep a record. If we refuse, we'll tell you why.

Access and correction requests are free. If a request is complex, we may charge a reasonable cost-based fee and we'll tell you before proceeding.

11. Complaints

If you think we've mishandled your personal information or breached the Australian Privacy Principles, please tell us first so we can fix it.

  1. Email hello@getrugd.com with "Privacy complaint" in the subject line and as much detail as you can give us.
  2. We'll acknowledge your complaint within 5 business days.
  3. We'll investigate and respond in writing within 30 days. If we need longer, we'll tell you why and give you a new timeframe.

If you're not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

If you're in the EU or UK, you can also complain to your local data protection authority.

12. Do Not Track and Global Privacy Control

Because the industry lacks a consistent standard for "Do Not Track" browser signals, we don't currently alter our behaviour in response to them. Where we're legally required to honour an opt-out preference signal such as Global Privacy Control, we do so.

13. Changes to this policy

We may update this policy to reflect changes in our services, operations or legal obligations. The current version is always published on this page, and the date at the top shows when it was last updated. We recommend reviewing it periodically.

14. Contact us

For questions, privacy requests or complaints:

Get RUGD Pty Ltd (ABN 42 668 011 836), trading as RUGD
Unit 3 / 18 Hancock Way, Baringa QLD 4551, Australia
hello@getrugd.com