At Riff Raff Baby, we respect your privacy and are committed to keeping your personal information safe. This policy explains what we collect, how we use it, and what your rights are under Australian privacy laws.

1. WHAT WE COLLECT

We collect the info we need to provide you with great products and service, including:
• Your name, address, and email
• Payment details (handled securely by third-party providers)
• IP address, browser type, and device info when you visit our site
• Your marketing preferences and communication history
• Anything else you share when shopping with us or reaching out

We also gather non-personal data (like browsing activity) to improve our store.

2. HOW WE COLLECT YOUR INFO

We collect information when you:
• Buy something, sign up for an account, or subscribe to our emails
• Browse our website (cookies help us track activity)
• Use third-party services like payment providers or analytics tools

3. HOW WE USE YOUR INFO

We use your info to:
• Process your orders and deliver products
• Help with customer service inquiries
• Improve our website and services
• Send you marketing emails (only if you’ve opted in)
• Meet legal requirements
• Protect against retail fraud and chargebacks by verifying that your order details match your payment method through a secure third-party application

You can opt out of marketing emails anytime by clicking “unsubscribe” or contacting us.

4. WHO WE SHARE YOUR INFO WITH

We don’t sell or rent your details. However, we may share your info with:
• Third-party providers (like Shopify, payment processors, and shipping services) to get your order to you
• Authorities when required by law
• Potential buyers if our business changes hands

Some of these third-party providers may store your data overseas. By using our services, you agree to this.

5. THIRD-PARTY SERVICES

We use Shopify Inc. as our e-commerce platform, which securely stores your data. Learn more here: Shopify Privacy Policy. Other services, like payment gateways, have their own privacy policies. We recommend checking them out.

6. KEEPING YOUR INFO SAFE
We take security seriously. To protect your details, we:
• Use SSL encryption for transactions
• Limit access to your personal info
• Follow PCI-DSS standards for payment security

That said, no online system is 100% secure, so use our services at your own risk.

7. COOKIES & TRACKING

We use cookies and similar tools to:
• Improve your shopping experience
• Track website traffic
• Enable certain site features

You can manage cookies in your browser settings.

8. ACCESSING OR UPDATING YOUR INFO

You have the right to see or update your personal info.

Just contact us at:
Email: hello@riffraffbaby.com
Mail: Privacy Compliance Officer, Riff Raff Baby, 1 Tinning St, Brunswick VIC 3056

We’ll get back to you as soon as possible.

9. HOW LONG WE KEEP YOUR INFO

We keep your info as long as needed to provide our services or meet legal requirements.

10. AGE REQUIREMENTS

By using our site, you confirm you’re old enough to shop online in your region, or you have permission from a parent or guardian.

11. UPDATES TO THIS POLICY

We may update this policy from time to time. Any changes take effect as soon as we post them. If something major changes, we’ll let you know.

12. GET IN TOUCH

Got questions or concerns? Reach out to us at:

Privacy Compliance Officer
Riff Raff Baby
1 Tinning St, Brunswick VIC 3056
Email: hello@riffraffbaby.com

We take your privacy seriously and will do our best to help!

The Riff Raff Baby Pty Ltd mobile message service (the "Service") is operated by Riff Raff Baby Pty Ltd (“Riff Raff Baby Pty Ltd”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Riff Raff Baby Pty Ltd’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Riff Raff Baby Pty Ltd through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Riff Raff Baby Pty Ltd. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to Riff Raff or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Riff Raff Baby Pty Ltd mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, email hello@riffraffbaby.com.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Statement.

Commitment to Compliance with the Australian Consumer Law

At Riff Raff, we are dedicated to providing our customers with high-quality products and exceptional service. We recognize the importance of consumer protection and are committed to upholding the standards outlined in the Australian Consumer Law (ACL).

This policy applies to all employees, contractors, suppliers, and business partners associated with Riff Raff Baby. It encompasses all business activities and interactions, both internally and externally, that may impact compliance with the Australian Consumer Law.

• Compliance with Australian Consumer Law:
  We pledge to fully comply with the provisions set forth in the Australian Consumer Law. This includes but is not limited to guarantees regarding the quality, safety, and fitness for purpose of our products; how we present, represent and market them; and transparency in our business practices.
• Appointment of a Compliance Officer:
  A Compliance Officer will be appointed to oversee the implementation and enforcement of our compliance program. The Compliance Officer will be selected based on their knowledge of consumer protection laws, understanding of our business operations, and their ability to communicate and enforce compliance standards.
• Honest and Accurate Representation:
  We will ensure that all information about our products and services is presented in a truthful and accurate manner. This includes product descriptions, pricing, and any associated terms and conditions.
• Fair Contract Terms:
  Our contracts and terms of service will be fair and transparent, in accordance with the ACL. We will avoid any unfair contract terms that may disadvantage our customers.
• Consumer Guarantees:
  We recognize and will honor the consumer guarantees outlined in the ACL. Our customers can expect that the goods and services they purchase from us will be of acceptable quality and fit for the purpose for which they are intended.
• Efficient Handling of Complaints and Returns:
  In the event that a customer is dissatisfied with a product or service, we commit to handling complaints and returns promptly and fairly, in accordance with the ACL. We will provide clear information about the customer's rights and the steps involved in resolving any issues.
• Staff Training:
  We will educate and train our staff to be aware of the requirements of the ACL. This includes providing them with the knowledge and skills necessary to ensure compliance in their daily interactions with customers.
• Staff Reporting:
  All staff members are obligated to promptly report any compliance program-related issues or concerns to the designated compliance officer. This reporting mechanism ensures that any potential deviations from our commitment to the ACL are identified and addressed in a timely manner.
• Continuous Improvement:
  We will regularly review and update our policies and procedures to ensure ongoing compliance with the ACL. This includes staying informed about any changes to consumer protection laws and promptly adapting our practices accordingly.
• Communication with Customers:
  We are committed to maintaining open and honest communication with our customers. This includes providing clear information about their rights under the ACL and addressing any inquiries or concerns in a timely and respectful manner.
• Actions Against Contraventions:
  Riff Raff Baby will take swift and appropriate action against any person, including employees, contractors, or business partners, who knowingly or recklessly contravenes the Australian Consumer Law. We will not indemnify individuals in court proceedings for actions that knowingly or recklessly contravene the ACL.

By adhering to these principles, Riff Raff Baby aims to build trust and confidence among our customers, demonstrating our unwavering commitment to consumer protection and compliance with the Australian Consumer Law.

At Riff Raff we are committed to providing high-quality products and exceptional customer service. We understand that sometimes issues may arise, and we value the feedback of our customers to help us continually improve. This Complaints Policy outlines our approach to handling complaints in accordance with the requirements of the Australian Consumer Law (ACL).

Scope:
This policy applies to all customers who purchase/use our products/services and wish to lodge a complaint.

Complaint Definition:
A complaint is defined as an expression of dissatisfaction or concern communicated by a consumer to a business regarding goods or services purchased or acquired, including any issues related to product quality, performance, safety, accuracy of information, or the overall customer experience.

Complaint Handling Principles:
Fairness: We will treat all complaints fairly, impartially, and without bias, regardless of the customer's background or circumstances.

Transparency: We will maintain open and transparent communication with customers throughout the complaint handling process, providing clear explanations and updates on the progress of their complaint.

Timeliness: We will endeavor to acknowledge complaints promptly upon receipt and strive to resolve them within a reasonable timeframe, in accordance with ACL guidelines.

Confidentiality: We will respect the privacy of our customers and handle all complaints with strict confidentiality, disclosing information only to those directly involved in the complaint resolution process. Riff Raff’s Privacy Policy can be accessed at this link.

Compliance: We will ensure that all complaint handling processes and resolutions comply with the requirements of the Australian Consumer Law, including consumer guarantees, warranties, and protections against misleading or deceptive conduct.

Complaint Lodgment:
Customers can lodge a formal complaint by entering the details of their complaint at this link.

Complaint Handling Process:
Acknowledgement: Upon receipt of a complaint, we will send an acknowledgment to the customer, confirming that their complaint has been received and providing an expected timeframe for resolution.

Investigation: Trained staff will thoroughly investigate the complaint, gathering relevant information and documentation to understand the nature and cause of the issue.

Resolution: We will strive to resolve the complaint promptly and fairly in accordance with ACL requirements.

Escalation: If the customer is not satisfied with the initial resolution, they may escalate their complaint to a higher authority within our organisation, who will review the matter and provide a final decision.

Feedback: We encourage customers to provide feedback on their complaints handling experience, which will be used to identify areas for improvement and enhance our processes.

Monitoring and Review:
We will regularly monitor and review complaints data to identify trends, root causes of recurring issues, and opportunities for improvement. This policy will be reviewed periodically to ensure ongoing compliance with ACL requirements and best practices in complaint handling.

Confidentiality and Privacy:
All customer information and complaints will be handled with utmost confidentiality and in compliance with privacy laws. Personal information collected during the complaints handling process will only be used for the purpose of resolving the complaint. Riff Raff’s Privacy Policy can be accessed at this link.

External Dispute Resolution:
If a complaint cannot be resolved to the customer's satisfaction internally, they may have the option to seek external dispute resolution through relevant agencies eg your local consumer affairs/fair trading office.

Effective Date:
This Complaints Policy is effective from 26th March 2024 and supersedes any previous versions.