Login

Cart

Your cart is empty

Privacy policy

1. About this Privacy Policy

This is the Quellor Privacy Policy. Quellor respects your privacy and is committed to handling personal information responsibly and transparently.

Quellor is operated by Helm Recruitment Pty Ltd (ABN 51 137 273 940), trading as Quellor. In this Privacy Policy, “Quellor”, “we”, “us” and “our” refer to the business operating under the Quellor brand.

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

  • visit or use our website;

  • purchase or enquire about a Quellor product;

  • contact us for customer support;

  • subscribe to our newsletter;

  • make a return, refund or warranty request; or

  • otherwise interact with us.

Our online store is operated through Shopify. Shopify also processes personal information in connection with providing its ecommerce, payment, analytics, security, personalisation and related platform services. You can learn more about Shopify’s handling of personal information in the Shopify Consumer Privacy Policy.

2. What is personal information?

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

Depending on how you interact with Quellor, the personal information we collect and hold may include:

  • your name;

  • email address;

  • telephone number;

  • billing and delivery addresses;

  • order, payment and transaction details;

  • products purchased and purchase history;

  • customer account details, if customer accounts are available;

  • newsletter subscription and marketing preferences;

  • communications with Quellor;

  • customer-support enquiries and related records;

  • return, refund and warranty information;

  • product serial numbers and proof-of-purchase details;

  • information you provide through forms, surveys, promotions or reviews;

  • device, browser and network information;

  • IP address and approximate location;

  • information about how you use our website, including pages viewed and links selected; and

  • information collected through cookies and similar technologies.

Payments are processed through Shopify and/or authorised payment providers. Quellor does not ordinarily receive or store complete payment-card numbers.

3. Health and other sensitive information

Quellor does not routinely seek to collect medical information or other sensitive information.

When seeking customer support, return or warranty assistance, you may voluntarily provide photographs or information about a skin concern. Please provide only information that is reasonably necessary for us to understand and respond to your request.

If you provide sensitive information to us, we will handle it only for the purpose for which it was provided, for a directly related purpose that you would reasonably expect, with your consent, or as otherwise permitted or required by law.

4. How we collect personal information

We generally collect personal information directly from you when you:

  • place an order;

  • create or use a customer account;

  • subscribe to the Quellor newsletter;

  • contact us by email, messaging service or online form;

  • request customer support;

  • submit a return, refund or warranty claim;

  • participate in a survey or promotion;

  • submit a review, comment or other content; or

  • otherwise provide information to us.

We may also collect information automatically when you use our website, including through Shopify’s platform functionality, cookies, analytics and similar technologies.

In some circumstances, we may receive personal information from organisations involved in operating our website or providing services to you, such as:

  • Shopify;

  • authorised payment providers;

  • delivery, shipping and logistics providers;

  • information technology, hosting and security providers;

  • communications and messaging services; and

  • professional advisers or other service providers supporting our business.

If you provide us with personal information about another person, you should ensure that you are authorised to do so and that the person understands how we may handle their information.

5. Why we collect, use and disclose personal information

We may collect, hold, use and disclose personal information to:

  • operate our website and online store;

  • process payments and fulfil orders;

  • arrange shipping and provide delivery or tracking information;

  • communicate with you about an order or customer account;

  • provide product assistance and customer support;

  • assess and administer returns, refunds and warranty claims;

  • respond to questions, feedback and complaints;

  • provide website messaging and communication functions;

  • maintain the security and integrity of our website;

  • authenticate users and prevent unauthorised activity;

  • detect and prevent fraud, misuse and security incidents;

  • understand website use, traffic and performance;

  • personalise and improve the website and customer experience;

  • improve our products, services and business operations;

  • maintain business, customer-service and transaction records;

  • manage newsletter subscriptions and marketing preferences;

  • send marketing communications where you have subscribed or where otherwise permitted;

  • comply with legal, regulatory, tax and accounting obligations;

  • establish, exercise or defend legal claims; and

  • carry out another purpose explained when the information is collected or permitted or required by law.

We may use de-identified or aggregated information for analytics, reporting and business improvement where that information no longer identifies an individual.

6. Newsletter and marketing communications

You may voluntarily subscribe through our website to receive communications from Quellor, including:

  • skincare guidance;

  • product updates;

  • Quellor news; and

  • occasional offers.

You can unsubscribe at any time by:

  • using the unsubscribe mechanism provided in a marketing communication; or

  • contacting us at support@quellor.com.au.

Unsubscribing from marketing communications will not prevent us from sending messages reasonably necessary to administer an order, delivery, customer account, support request, return, refund or warranty claim.

7. Cookies and similar technologies

Shopify and our website may use cookies and similar technologies for purposes including:

  • essential website operation;

  • checkout and payment functionality;

  • remembering preferences;

  • website and account security;

  • fraud prevention;

  • analytics;

  • website performance;

  • personalisation; and

  • other permitted Shopify platform functionality.

Where available, our website’s privacy or cookie controls may allow you to accept, decline or manage certain preferences. The availability and presentation of these controls may vary depending on your location and applicable requirements.

You can also configure your browser to block or delete cookies. Blocking some cookies may affect the operation of the website, checkout or other functionality.

Shopify processes information collected through its technology in accordance with its own privacy practices. Further information is available in the Shopify Consumer Privacy Policy.

8. When we disclose personal information

We may disclose personal information to organisations that assist us in operating Quellor or providing products and services, including:

  • Shopify and providers supporting its ecommerce platform;

  • authorised payment providers and financial institutions;

  • delivery, shipping and logistics providers;

  • information technology, hosting and security providers;

  • communications and messaging providers;

  • professional advisers, including legal, accounting and insurance advisers;

  • regulators, courts, law-enforcement bodies and government authorities where disclosure is permitted or required by law; and

  • relevant parties and advisers in connection with a proposed or completed business sale, restructure, merger or transfer.

We may also disclose information:

  • with your consent;

  • for a purpose explained when the information is collected;

  • where reasonably necessary to provide a product or service you have requested; or

  • where otherwise permitted or required by law.

Where reasonably practicable, we require service providers to handle personal information only for authorised purposes and subject to appropriate privacy and security obligations.

Quellor does not sell or rent personal information to third parties for their own marketing purposes.

9. Overseas processing and storage

Some service providers may process, access or store personal information outside Australia.

Shopify currently identifies the United States as a location in which Quellor customer data may be hosted or processed. Personal information may also be processed in other overseas locations where Shopify or another service provider operates. These locations may change as service-provider infrastructure and arrangements change.

Privacy and data-protection laws in overseas locations may differ from Australian law. Where required, we take reasonable steps to ensure that overseas recipients handle personal information appropriately.

Further information about Shopify’s processing practices is available through Shopify’s privacy materials.

10. How we protect personal information

We take reasonable administrative, technical and organisational measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

These measures may include:

  • limiting access to people who require the information for authorised purposes;

  • using reputable ecommerce and service providers;

  • authentication and access controls;

  • secure communications and payment processing;

  • maintaining and monitoring relevant systems; and

  • periodically reviewing our information-handling practices.

No method of electronic transmission or storage is completely secure. We cannot guarantee absolute security, but we will respond to suspected data incidents in accordance with applicable legal requirements.

11. How long we retain personal information

We retain personal information only for as long as reasonably required for the purpose for which it was collected or for a related business, customer-service or legal purpose.

This may include retaining information as reasonably required to:

  • complete transactions and administer orders;

  • provide customer support;

  • maintain return, refund and warranty records;

  • comply with tax, accounting and other legal obligations;

  • prevent or investigate fraud and security incidents;

  • resolve complaints or disputes; and

  • establish, exercise or defend legal claims.

Retention periods vary depending on the type of information, the reason it is held and applicable legal or operational requirements.

When personal information is no longer reasonably required, we take reasonable steps to delete, destroy or de-identify it, subject to applicable requirements and the capabilities of the systems in which it is stored.

12. Accessing or correcting your personal information

You may ask us to:

  • provide access to personal information we hold about you; or

  • correct personal information that is inaccurate, out of date, incomplete, irrelevant or misleading.

To make a request, contact our Privacy Officer at support@quellor.com.au.

We may need to verify your identity before responding. We will respond within a reasonable period and will explain any lawful reason that prevents us from providing access or making a requested correction.

13. Privacy questions and complaints

If you have a question or concern about how Quellor has handled your personal information, please contact:

Privacy Officer
Quellor
Email: support@quellor.com.au

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

We will acknowledge and investigate privacy complaints and aim to provide a response within a reasonable period.

If you are not satisfied with our response, you may be entitled to contact the Office of the Australian Information Commissioner. Information about privacy complaints is available at OAIC privacy complaints.

14. Third-party websites and services

Our website may contain links to websites, social media platforms or services operated by third parties.

Quellor is not responsible for the privacy practices of those third parties. We recommend reviewing their privacy policies before providing personal information to them.

15. Children’s privacy

Our website is not directed primarily at children, and we do not knowingly seek to collect personal information directly from children without appropriate involvement from a parent or guardian.

If you believe that a child has provided personal information to us without appropriate parental or guardian involvement, please contact our Privacy Officer.

16. Changes to this Privacy Policy

We may update this Privacy Policy when our business practices, service providers, technology or legal obligations change.

The current version will be published on our website with its effective date. We recommend reviewing it periodically.

 

Effective date: 13 August 2026