Effective Date: 23/10/25
Website: www.subfloortradesupplies.com.au

At Subfloor Trade Supplies, we value your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect your information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. Information We Collect

We may collect personal and business information necessary to supply our products and services, including:

Name, business name, and contact details (email, phone, address)
Billing and delivery information
Payment details
Account login information (if applicable)
Communication history (emails, enquiries, or support requests)

We may also collect non-personal information such as website usage data, IP address, and browser type for analytics and site improvement purposes.

2. How We Collect Information

We collect personal information directly from you when you:

Place an order through our website or by phone
Open a trade account
Subscribe to our mailing list or promotions
Contact us for support or product enquiries
Interact with our website via cookies or tracking tools

We do not collect personal information from third parties without your consent, except where required by law.

3. How We Use Your Information

Your information is used for the following purposes:

To process and fulfil your orders
To manage trade accounts and payments
To communicate about orders, deliveries, or support
To send product updates, promotions, or service notices (if you have opted in)
To improve our website, products, and services

We will not sell or rent your personal information to third parties.

4. Disclosure to Third Parties

We may share your information with trusted third parties that help us operate our business, such as:

Freight and logistics companies
Payment processors and banks
IT and website service providers
Professional advisers (accountants, insurers, legal)

These third parties are required to handle your information in accordance with privacy standards and use it only for authorised purposes.

5. Data Security

We take reasonable steps to protect your personal information from misuse, loss, or unauthorised access.
This includes using secure servers, encrypted payment gateways, and restricted staff access to sensitive information.

While we strive to maintain security, no online platform is completely risk-free. You are responsible for keeping your login details confidential.

6. Access and Correction

You may request access to the personal information we hold about you or ask for corrections if it is inaccurate or outdated.

Please contact us at info@subfloortradesupplies.com.au and we’ll respond within a reasonable timeframe.

7. Cookies and Analytics

Our website uses cookies to improve user experience and gather anonymous analytics data.
You can disable cookies in your browser settings, but some website features may not function properly as a result.

8. Marketing Communications

If you subscribe to our mailing list, we may send you product updates, offers, or newsletters.
You can opt out of these communications at any time by clicking “unsubscribe” in our emails or contacting us directly.

9. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be published on this page with the updated effective date.

10. Contact Us

For privacy-related enquiries, access requests, or complaints, please contact:

Subfloor Trade Supplies
Email: info@subfloortradesupplies.com.au

Refund and Returns Policy

At Subfloor Trade Supplies, we take pride in supplying quality floor preparation products to our trade and wholesale customers. We understand that issues can occasionally occur and aim to resolve them quickly and fairly in accordance with Australian Consumer Law (ACL).

1. Eligibility for Returns

Returns will only be accepted where goods are:

Damaged in transit or faulty upon arrival;
Incorrectly supplied (wrong product or quantity); or
Approved for return by our customer service team.

To request a return, please contact us within 7 days of receiving your order at info@subfloortradesupplies.com.au.

We may require proof of purchase, photos, or a description of the issue.

2. Conditions of Return

To be eligible for a return or exchange:

Goods must be unused and in their original packaging;
A Return Authorisation must be approved before goods are sent back;
The product must not have been opened, mixed, or altered in any way;
You must include your order number and contact details with the return.

Change-of-mind returns are not accepted for wholesale or trade orders.

3. Refunds

Once we receive and inspect returned goods, we will notify you of approval or rejection.
If approved, refunds will be processed to your original payment method within 5–10 business days.

Refunds are issued for the product cost only. Freight or delivery charges are non-refundable unless the return is due to our error.

4. Exchanges and Replacements

If a product is damaged or faulty, we may offer a replacement, exchange, or store credit at our discretion.
Replacement products will be shipped once the returned goods are received and verified.

5. Freight and Return Shipping

Return shipping costs are the responsibility of the customer unless the goods were incorrectly supplied or faulty.
We recommend using a tracked delivery service for all returns. We are not responsible for lost or damaged return shipments.

6. Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

7. Contact Us

If you have questions or wish to lodge a return request, please contact:
Subfloor Trade Supplies

Email: info@subfloortradesupplies.com.au

Get in touch

PRIVACY POLICY