Privacy policy

Last updated: 27 September 2026

This policy explains how Banana Home Pty Ltd (ABN 73 781 424 525) collects, uses, stores and shares your personal information when you shop with us online, by phone, by email or in our showrooms. We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and for New Zealand customers, the Privacy Act 2020 (NZ).

1. What we collect

We only collect what we need to sell you furniture, deliver it and look after you afterwards. This can include:

• Contact details: your name, email, phone number, and delivery and billing addresses.
• Order details: what you bought, how much you paid, deposits and balances, and your delivery bookings.
• Home and delivery details: access notes, floor plans, photos or measurements of your space, and photos you send us for a warranty or damage claim.
• Communications: emails, live chat messages, reviews, survey answers, and recordings of phone calls.
• Showroom footage: our showrooms use security cameras, so you may be recorded when you visit.
• Website and device information: your IP address, browser, pages you visit and how you got to our site, collected through cookies and similar tools.
• Marketing preferences: whether you've signed up for our emails or SMS.

We don't see or store your full card details. Payments are handled by our payment providers.

2. How we collect it

Mostly from you: when you place an order, make an enquiry, visit a showroom, sign up to our emails or SMS, leave a review or contact our team. We also collect some information automatically when you use our website, and occasionally from third parties such as payment providers, delivery partners or social media platforms you interact with us on.

3. Phone call recording

We record phone calls for coaching and quality purposes. You'll be told at the start of the call that it may be recorded. If you'd rather not be recorded, let us know and we'll help you by email or another way.

4. How we use it

• To process your order, take payments and send invoices.
• To arrange, book and complete your delivery.
• To keep you updated while your order is being made.
• To answer questions and handle returns, warranty claims and complaints.
• To train our team and improve the quality of our service.
• To send you marketing, if you've agreed to it.
• To improve our website, products and service, and to understand how people use our site.
• To keep our showrooms, staff and customers safe, and to prevent fraud.
• To meet our legal obligations, such as tax and accounting records.

5. Automated decisions and AI

Our checkout uses automated fraud screening, which can flag an order for review or stop it going through. If an automated decision like this significantly affects you, such as your order being cancelled, you can ask us to have a person review it.

Our team uses AI tools to help research answers and work out solutions to customer questions. Every message we send you is written or checked by a person on our team before it goes out. We don't use AI to automatically reply to customers or make decisions about your order.

6. Who we share it with

We only share your information with people who help us run the business, and only what they need:

• Our online store and checkout platform, and our order and inventory systems.
• Payment and buy now, pay later providers.
• Delivery and removal partners who deliver, store or collect your order.
• Customer service tools we use for email, live chat, phone and reviews.
• Email and SMS marketing providers.
• Advertising and analytics providers such as Google and Meta.
• Our manufacturing partners, when we need their help with a warranty or quality issue (see below).
• Professional advisers, and government bodies where the law requires it.

We don't sell your personal information.

7. Overseas storage and disclosure

Some of the providers we use store or process information outside Australia, including in the United States and other countries where their servers are located.

If you make a warranty or quality claim, we may send photos and details of the product to our manufacturing partners in China so they can help us fix the problem. We only share what they need to assess the product, and we limit personal details to what's necessary.

When we use overseas providers or partners, we take reasonable steps to make sure they protect your information in line with Australian privacy law.

8. Cookies and advertising

We use cookies and similar tools to keep our website working, remember your cart, understand how people use the site and show you relevant ads on other sites and social media. You can block or delete cookies in your browser settings, but some parts of the site may not work properly. You can also manage ad preferences through Google and Meta.

9. Marketing emails and SMS

We only send marketing if you've signed up for it. You can unsubscribe at any time using the link in any email or by replying STOP to any SMS. We'll still contact you about your orders.

10. Keeping your information safe

We take reasonable steps to protect your information from misuse, loss and unauthorised access, including using secure, access-controlled systems. We keep your information, including call recordings and camera footage, only for as long as we need it for the purposes in this policy or as the law requires, then delete or de-identify it.

If a data breach is likely to cause you serious harm, we'll let you and the Office of the Australian Information Commissioner know, as the law requires.

11. Accessing and correcting your information

You can ask to see the personal information we hold about you, or ask us to correct it. Contact us using the details below and we'll respond within 30 days. We won't charge you to make a request.

12. Complaints

If you have a concern about how we've handled your information, please contact us first and we'll do our best to fix it. If you're not happy with our response, you can contact the Office of the Australian Information Commissioner at oaic.gov.au, or in New Zealand, the Office of the Privacy Commissioner at privacy.org.nz.

13. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last updated.

14. Contact us

Privacy Officer, Banana Home Pty Ltd
115 Corio Quay Road, Norlane VIC 3214
Phone: 03 9500 0799
Email: info@bananahome.com.au