Privacy policy

PRIVACY POLICY

Last updated: 28 June 2026

PRIVACY STATEMENT

Pawrello (“Pawrello”, “we”, “us” or “our”) operates this online store and website, including its information, content, features, tools, products and services.

Pawrello sells personalised pet products and gifts using a print-on-demand production and fulfilment model.

This Privacy Policy explains how we collect, hold, use and disclose personal information when you:

  • visit or browse our website;
  • create or use an account;
  • place or manage an order;
  • upload a photograph or customisation information;
  • communicate with us;
  • subscribe to marketing; or
  • otherwise use our products or services.

Our store is powered by Shopify, which provides the ecommerce platform that allows us to offer our products and services.

We aim to handle personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and other applicable Australian laws, where they apply to us.

If there is a conflict between this Privacy Policy and our Terms of Service regarding the collection, use or disclosure of personal information, this Privacy Policy will apply to that issue.

By accessing or using our website, you acknowledge that you have read and understood this Privacy Policy.

SECTION 1 – PERSONAL INFORMATION WE COLLECT

Personal information is information or an opinion about an identified individual or an individual who is reasonably identifiable.

Personal information does not include information that has been anonymised or de-identified so that an individual can no longer reasonably be identified.

Depending on how you interact with Pawrello, we may collect or process the following categories of personal information.

Contact information

This may include:

  • your name;
  • email address;
  • telephone number;
  • billing address;
  • delivery address; and
  • a gift recipient’s name and delivery details.

Account information

This may include:

  • your username;
  • password or account credentials;
  • account preferences;
  • saved addresses; and
  • account settings.

Passwords and similar credentials may be stored and managed through Shopify or other authorised account providers.

Order and transaction information

This may include:

  • products viewed or ordered;
  • items added to your shopping cart or wishlist;
  • order numbers;
  • purchase history;
  • product size, colour and design selections;
  • discount codes;
  • payment status;
  • delivery information;
  • returns, refunds, replacements or cancellations; and
  • communications relating to an order.

Personalisation information

When you order a personalised product, we may collect:

  • uploaded pet photographs or other images;
  • pet names and characteristics;
  • personal names;
  • personalised messages;
  • dates;
  • engraving details;
  • artwork instructions;
  • design preferences;
  • design-proof approvals;
  • product mock-ups; and
  • other information you provide for the creation of your product.

A photograph of a pet may not ordinarily identify an individual. However, an image may be personal information if it contains an identifiable person, address, document, vehicle registration or other identifying information.

Payment information

Payments are processed through Shopify and participating payment providers.

Depending on the payment method selected, Shopify or the payment provider may collect:

  • payment-card information;
  • billing information;
  • transaction information;
  • payment method;
  • payment confirmation; and
  • fraud-prevention information.

Pawrello generally does not receive or store your complete credit or debit card number. We may receive limited payment information, such as the payment method, transaction reference and whether the payment was approved.

Communications

We may collect information you provide when you:

  • contact customer support;
  • send us an email;
  • send us a social-media message;
  • submit a complaint;
  • request a refund or replacement;
  • complete a survey;
  • submit a review; or
  • otherwise communicate with us.

Device and usage information

When you use our website, Shopify and our authorised service providers may automatically collect information such as:

  • your internet protocol address;
  • browser type;
  • device type;
  • operating system;
  • device identifiers;
  • network connection;
  • pages viewed;
  • links selected;
  • shopping-cart activity;
  • referring website;
  • dates and times of visits; and
  • information about how you interact with our website, emails or advertisements.

Reviews and public content

If you submit a product review, testimonial, rating, photograph or social-media comment, we may collect and display the information you choose to publish.

Information posted publicly may be visible to other users.

Submitting a photograph privately for the production of an order does not give us permission to publish that photograph as a review, advertisement or social-media post.

SECTION 2 – HOW WE COLLECT PERSONAL INFORMATION

We may collect personal information:

  • directly from you when you place an order, upload a photograph, create an account or contact us;
  • automatically through our website, Shopify, cookies and similar technologies;
  • from Shopify and our authorised service providers;
  • from payment providers;
  • from print-on-demand, printing and fulfilment providers;
  • from delivery and postal providers;
  • from social-media platforms when you interact with us;
  • from marketing and analytics providers;
  • from fraud-prevention providers; and
  • from another person who purchases a gift or provides your delivery details.

If you provide personal information about another person, such as a gift recipient, you confirm that you are authorised to provide that information for the relevant order.

SECTION 3 – HOW WE USE PERSONAL INFORMATION

Depending on how you interact with Pawrello, we may use personal information to:

  • operate our website and online store;
  • create and manage customer accounts;
  • process payments and orders;
  • create personalised artwork;
  • prepare product mock-ups or design proofs;
  • print, engrave or manufacture personalised products;
  • communicate with you about your design or order;
  • arrange packaging, fulfilment and delivery;
  • remember your preferences and shopping-cart contents;
  • process returns, refunds, replacements or reprints;
  • provide customer service;
  • respond to enquiries and complaints;
  • detect and prevent fraud;
  • protect our website, customers and business;
  • understand website use and store performance;
  • improve our products, website and customer experience;
  • enable product reviews;
  • maintain accounting, taxation and business records;
  • send marketing where permitted;
  • comply with applicable laws and lawful government requests;
  • enforce our Terms of Service and other policies; and
  • establish, exercise or defend legal claims.

We will not use personal information for an unrelated purpose unless you have consented, the use is reasonably expected and permitted by law, or the use is otherwise required or authorised by law.

SECTION 4 – CUSTOMER PHOTOGRAPHS AND PERSONALISED CONTENT

Pawrello sells products that may require customers to upload pet photographs, names, messages and other customisation information.

You should only provide photographs and information that:

  • you own;
  • you created;
  • you are authorised to use; or
  • you have permission to provide.

You must not upload unlawful, offensive, confidential or unnecessary sensitive information.

You should avoid uploading photographs containing identifiable children, addresses, documents, financial information or other private details unless that information is genuinely required for the product and you are authorised to provide it.

Customer-uploaded photographs and customisation information are collected primarily to:

  • create the requested artwork;
  • produce the personalised product;
  • prepare and send design proofs;
  • conduct quality checks;
  • fulfil and deliver the order;
  • provide customer support;
  • investigate a product problem; and
  • arrange a replacement or reprint.

We will not publish customer-uploaded order photographs on our website, advertisements, product examples, email marketing or social-media accounts without obtaining separate permission.

Submitting a photograph for an order does not, by itself, give Pawrello permission to use the photograph for marketing.

SECTION 5 – PRINT-ON-DEMAND PRODUCTION AND FULFILMENT

Pawrello operates using a print-on-demand business model.

This means that some products may be designed, processed, printed, engraved, manufactured, packaged or shipped by independent production and fulfilment providers.

To create and deliver your personalised product, we may disclose relevant information to these providers, including:

  • your uploaded pet photograph or other image;
  • pet names;
  • personal names;
  • personalised messages;
  • dates or engraving details;
  • artwork and production files;
  • design instructions;
  • product type;
  • product colour and size;
  • order or production reference number;
  • the recipient’s name;
  • delivery address;
  • telephone number or email address where reasonably required for delivery; and
  • other information reasonably necessary to create, package, deliver, replace or reprint the product.

Print-on-demand, production and fulfilment providers may use this information to:

  • receive and process uploaded images;
  • prepare artwork or images for printing;
  • create production files;
  • print, engrave or manufacture products;
  • perform quality-control checks;
  • package products;
  • arrange delivery;
  • resolve production or delivery problems;
  • investigate damaged or incorrect products; and
  • prepare replacements or reprints.

We only provide production and fulfilment providers with information reasonably necessary to perform their services.

We do not provide printing companies with your complete payment-card details.

We provide customer photographs and artwork to production providers for order fulfilment and related support. We do not provide customer photographs to production providers for unrelated advertising.

Printing and fulfilment providers operate their own systems and may process information according to their contractual obligations, privacy policies and legal requirements.

By ordering a personalised product, you acknowledge that your uploaded photograph, artwork, personalisation details and relevant delivery information must be shared with the service providers involved in creating and delivering your order.

SECTION 6 – MARKETING AND ADVERTISING

Where permitted by law, we may use personal information to:

  • send information about Pawrello;
  • announce new products;
  • provide special offers or discount codes;
  • send abandoned-cart reminders;
  • request product feedback; and
  • measure or personalise advertisements.

We will request consent for marketing communications where required.

Purchasing a product or contacting customer support does not automatically mean that you have agreed to receive ongoing promotional marketing.

Marketing emails and electronic messages will identify Pawrello and provide a method for unsubscribing.

You may withdraw your marketing consent at any time by:

  • selecting the unsubscribe link in a marketing email;
  • following the opt-out instructions in the message; or
  • contacting us at support@Pawrello.com.au.

After unsubscribing, you may continue to receive necessary non-promotional communications relating to:

  • an order;
  • payment;
  • delivery;
  • account security;
  • a refund;
  • a replacement; or
  • a customer-service request.

Shopify, advertising platforms and marketing partners may use cookies, pixels or similar technologies to measure advertising or display advertisements based on website activity, subject to applicable laws and available privacy controls.

SECTION 7 – HOW WE DISCLOSE PERSONAL INFORMATION

We may disclose personal information to third parties that help us operate Pawrello and provide our products and services, including:

  • Shopify;
  • payment processors and payment gateways;
  • print-on-demand providers;
  • printing, engraving and manufacturing companies;
  • graphic designers and artwork-processing providers;
  • image-editing and image-processing services;
  • packaging and fulfilment providers;
  • couriers and postal services;
  • website-hosting providers;
  • cloud-storage and information-technology providers;
  • customer-support providers;
  • email and communication providers;
  • analytics and advertising providers;
  • fraud-prevention and security providers;
  • accountants, insurers, lawyers and professional advisers;
  • government authorities and law-enforcement agencies where required or authorised by law; and
  • another party where you have requested, authorised or consented to the disclosure.

We may also disclose relevant information:

  • to complete a transaction;
  • to produce or deliver an order;
  • to investigate suspected fraud or unlawful activity;
  • to protect our customers, business or legal rights;
  • to enforce our Terms of Service;
  • to respond to a lawful request;
  • in connection with legal proceedings; or
  • in connection with a sale, transfer, merger or restructuring of Pawrello.

We do not sell personal information to third parties for monetary payment.

SECTION 8 – RELATIONSHIP WITH SHOPIFY

Our online store is hosted by Shopify.

Shopify provides services that may include:

  • website hosting;
  • ecommerce functionality;
  • checkout;
  • payment processing;
  • customer accounts;
  • fraud prevention;
  • analytics;
  • security; and
  • other store-management features.

Information submitted through our store may be transmitted to and processed by Shopify and its authorised service providers.

Shopify may collect and process personal information about your access to and use of our store to provide and improve its services.

Certain Shopify features may use information from interactions with Pawrello, Shopify and other Shopify-powered stores to provide security, analytics, advertising, personalisation or other enhanced services.

In some circumstances, Shopify may independently determine how it processes personal information. Shopify’s handling of that information is governed by its own applicable privacy policies.

Customers can review the Shopify Consumer Privacy Policy and use Shopify’s Privacy Portal through Shopify’s website.

Requests relating specifically to information independently controlled by Shopify may need to be submitted directly to Shopify.

SECTION 9 – PAYMENT PROVIDERS

Payments may be processed by Shopify Payments or another payment provider selected at checkout.

Payment providers collect and process the financial information required to complete the transaction.

Payment-card information is handled through payment systems designed to comply with applicable Payment Card Industry Data Security Standards.

Payment providers maintain their own:

  • privacy policies;
  • security procedures;
  • fraud-prevention processes; and
  • data-retention practices.

Customers should review the privacy information provided by their selected payment provider.

SECTION 10 – THIRD-PARTY WEBSITES AND SERVICES

Our website may contain links to third-party websites, payment providers, social-media platforms, applications or other online services.

When you follow a link or use an independently operated third-party service, that provider’s privacy policy and terms will apply.

We do not control and are not responsible for the privacy, content or security practices of independently operated third-party services.

Information you publish through public reviews or social-media platforms may be visible to other users and may be used or shared according to the relevant platform’s policies.

SECTION 11 – COOKIES AND SIMILAR TECHNOLOGIES

Pawrello, Shopify and our authorised providers may use cookies, pixels, tags and similar technologies to:

  • operate the website;
  • provide checkout functionality;
  • remember customer preferences;
  • maintain shopping-cart contents;
  • keep customer accounts secure;
  • understand website traffic;
  • measure store performance;
  • detect errors or fraud;
  • improve products and services;
  • measure advertising effectiveness; and
  • personalise advertising where permitted.

Some cookies are necessary for the website to function. Other cookies may be used for analytics or advertising.

You may be able to manage certain cookies through:

  • your browser settings;
  • a cookie or privacy banner displayed on our website;
  • Shopify’s customer privacy controls; and
  • the privacy settings of advertising platforms.

Blocking certain cookies may affect the operation of the website, shopping cart, account or checkout.

Because cookies and technologies may change, current information about Shopify’s cookies is available through Shopify’s Cookie Policy.

SECTION 12 – OVERSEAS PROCESSING AND FULFILMENT

Some of our service providers, including Shopify, payment providers, printing companies, fulfilment partners, technology providers and delivery providers, may be located outside Australia or may process information using systems located outside Australia.

Your uploaded photograph, artwork, customisation details and relevant order or delivery information may therefore be transferred to and processed overseas.

The location involved may vary depending on:

  • the printing or fulfilment provider used;
  • where the product is manufactured;
  • the product ordered;
  • stock availability;
  • your delivery location;
  • the selected production facility; and
  • the service provider’s operating locations.

Privacy laws in other countries may differ from Australian privacy laws.

Where required by applicable Australian privacy law, we will take reasonable steps appropriate to the circumstances to ensure overseas recipients handle personal information consistently with applicable Australian privacy requirements.

SECTION 13 – SECURITY

We take reasonable administrative, technical and organisational precautions to help protect personal information against:

  • loss;
  • misuse;
  • interference;
  • unauthorised access;
  • unauthorised modification; and
  • unauthorised disclosure.

These measures may include:

  • secure website connections;
  • password protection;
  • restricted access;
  • reputable ecommerce and payment providers;
  • account-security controls; and
  • limiting access to information according to business need.

No security system, electronic-storage method or internet transmission is completely secure.

We cannot guarantee absolute security, and customers should not send unnecessary sensitive or confidential information through unsecured communication channels.

If a data breach occurs, we will investigate and respond in accordance with applicable legal requirements.

SECTION 14 – RETENTION AND DELETION

We retain personal information only for as long as reasonably necessary to:

  • create and deliver orders;
  • maintain customer accounts;
  • provide customer support;
  • arrange returns, refunds, replacements or reprints;
  • resolve payment or delivery disputes;
  • detect and prevent fraud;
  • maintain accounting and taxation records;
  • comply with legal requirements; and
  • establish, exercise or defend legal claims.

Uploaded photographs, artwork and customisation files may be retained by Pawrello and relevant production partners for fulfilment, quality control, customer support, replacements and dispute management.

Production providers may maintain their own retention periods, recordkeeping systems and backups.

When personal information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify information under our control, subject to legal obligations and technical limitations.

You may request deletion of an uploaded photograph by contacting us.

We will take reasonable steps to process the request where:

  • production has been completed;
  • no replacement or reprint remains outstanding;
  • the photograph is no longer required for customer support;
  • no payment, delivery or product dispute remains unresolved; and
  • retention is not required or authorised by law.

Copies may remain temporarily in secure backups until removed through normal backup processes.

SECTION 15 – YOUR RIGHTS AND CHOICES

Depending on the laws that apply, you may contact us to:

  • request access to personal information we hold about you;
  • request correction of inaccurate, incomplete or out-of-date information;
  • request deletion of information we no longer require;
  • withdraw a consent you previously provided;
  • unsubscribe from marketing;
  • ask how your information has been used or disclosed; or
  • make a privacy complaint.

These rights are not absolute and may be subject to legal exceptions.

We may need to verify your identity before responding to a request.

We may refuse or limit a request where permitted or required by law, including where information must be retained for:

  • transaction records;
  • taxation;
  • fraud prevention;
  • security;
  • dispute resolution; or
  • legal proceedings.

Australian privacy law does not provide an unlimited right to deletion or data portability in every circumstance. However, we will consider reasonable requests and remove or de-identify information that is no longer required where practicable.

Exercising a privacy right will not result in discrimination or a different level of service, except where the requested information is necessary to provide the relevant product or service.

SECTION 16 – CHILDREN’S INFORMATION

Our store is not specifically directed to children under 18.

Customers under 18 should use the website only with the involvement and permission of a parent or legal guardian.

You must not upload an identifiable photograph of a child unless you:

  • are the child’s parent or legal guardian; or
  • have appropriate permission from the child’s parent or legal guardian.

If a parent or guardian believes that a child has provided personal information without appropriate permission, they may contact us and request that the information be removed.

SECTION 17 – PRIVACY COMPLAINTS

If you have a concern or complaint about how Pawrello has handled your personal information, please contact us at: support@pawrello.com.au

Please provide enough information for us to understand and investigate your concern.

We will investigate privacy complaints and aim to respond within a reasonable period.

If you are not satisfied with our response and the Privacy Act applies to the matter, you may be entitled to lodge a complaint with the Office of the Australian Information Commissioner.

SECTION 18 – CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes to:

  • our products and services;
  • our print-on-demand providers;
  • our website or technology;
  • our Shopify settings;
  • applicable laws;
  • our business operations; or
  • our privacy practices.

We will publish the revised Privacy Policy on our website and update the “Last updated” date.

Where appropriate or required by law, we may provide additional notice of significant changes.

If Pawrello is sold, merged, restructured or transferred to another owner, personal information may be transferred as part of that business transaction, subject to applicable law.

SECTION 19 – CONTACT US

For privacy questions, access or correction requests, photograph-deletion requests, marketing opt-outs or complaints, contact:

Pawrello Privacy Contact
Email: support@pawrello.com.au