Privacy Policy

Last updated: 21 July 2026

CHR Heat Pumps ("CHR", "we", "us", "our") respects your privacy and is committed to protecting your personal information. This policy explains how we collect, use, disclose and safeguard your personal information when you visit chrheatpumps.com.au, buy from us, apply for a trade account or otherwise deal with us. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

1. The personal information we collect

Depending on how you interact with us, we may collect:

Identity and contact details: name, email address, phone number, delivery and billing address.
Order information: products purchased, order history and delivery details.
Payment information: payments are processed by our payment providers. We do not store your full card details on our systems.
Trade account information: business name, ABN, trading references and related details when you apply for a trade account.
Communications: records of your enquiries, correspondence and feedback.
Technical and usage data: IP address, device and browser type, and how you use our website, collected through cookies and similar technologies.

2. How we collect personal information

We collect personal information directly from you when you place an order, make an enquiry, sign up to marketing or apply for a trade account. We also collect information automatically as you use our website through cookies and analytics, and occasionally from third parties such as our advertising and analytics providers.

3. Why we collect, hold and use your information

We use your personal information to process and deliver your orders, provide warranty, service and after-sales support, respond to your enquiries, manage trade accounts, send you marketing where you have consented or where otherwise permitted, improve our website and products, and meet our legal obligations. If you do not provide the information we ask for, we may not be able to supply our products or services to you.

4. Cookies and analytics

Our website uses cookies and similar technologies to make the site work, remember your preferences, measure traffic and support our advertising. We use tools including Google Analytics, Google Ads and the Meta (Facebook and Instagram) pixel, which may set cookies and collect usage data. You can manage or disable cookies through your browser settings, though some parts of the site may not function properly as a result.

5. Direct marketing

With your consent, or where otherwise permitted by law, we may send you marketing about our products, offers and news. You can opt out at any time using the unsubscribe link in our emails or by contacting us. We handle marketing in line with the Spam Act 2003 (Cth).

6. Who we share your information with

We may disclose your personal information to service providers who help us run our business, including our e-commerce platform (Shopify), payment processors, delivery and logistics providers, email and marketing platforms and advertising partners. We may also disclose it to our professional advisers and to government or law enforcement bodies where required or authorised by law. We do not sell your personal information.

7. Overseas disclosure

Some of our service providers, including Shopify, Google and Meta, store or process data on servers located outside Australia, including in the United States. Where we disclose your information overseas, we take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

8. How we keep your information secure

We take reasonable steps to protect your personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. No method of transmission or storage is completely secure, and we cannot guarantee absolute security.

9. How long we keep your information

We keep personal information for as long as we need it for the purposes described in this policy, or as required by law, for example tax and consumer law record-keeping. When we no longer need it, we take reasonable steps to destroy or de-identify it.

10. Accessing and correcting your information

You can ask to access the personal information we hold about you, or ask us to correct it if it is inaccurate, out of date or incomplete. Contact us using the details below. We may need to verify your identity before acting on your request.

11. Complaints

If you have a concern about how we have handled your personal information, please contact us first using the details below and we will try to resolve it. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner at www.oaic.gov.au or on 1300 363 992.

12. Changes to this policy

We may update this policy from time to time. The current version will always be available on our website, with the "last updated" date shown at the top.