Privacy Policy

RICH GLEN PTY LTD

Privacy Policy

Effective Date: August 1st, 2026
Last Updated: August 1st, 2026

 

 

1. Our Commitment to Privacy

Rich Glen Pty Ltd ("Rich Glen", "we", "our" or "us") is committed to protecting the privacy, confidentiality and security of the personal information entrusted to us by our customers, suppliers, wholesale partners, website visitors and members of our community.

We recognise that protecting personal information is fundamental to maintaining the trust our customers place in our family business. We are committed to collecting, handling, storing and disclosing personal information responsibly, transparently and in accordance with applicable Australian privacy laws.

This Privacy Policy explains how Rich Glen collects, uses, stores, discloses and protects personal information when you:

  • visit our website;

  • purchase products online;

  • visit one of our retail stores;

  • contact our customer service team;

  • attend one of our workshops, masterclasses or events;

  • participate in promotions or competitions;

  • apply for a wholesale account;

  • communicate with us via telephone, email or social media; or

  • otherwise interact with Rich Glen.

This Privacy Policy has been prepared in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our website or providing your personal information to us, you acknowledge that you have read and understood this Privacy Policy.

 

 

2. Who We Are

Rich Glen Pty Ltd is an Australian family-owned business specialising in premium Australian extra virgin olive oil, food products, skincare and home products.

Our business includes:

  • our online store;

  • our retail stores;

  • customer service operations;

  • wholesale sales;

  • workshops and events;

  • marketing and communications;

  • and associated business activities.

This Privacy Policy applies to all personal information collected by Rich Glen, regardless of whether it is collected online, in-store or through any other interaction.

 

 

3. Scope of this Privacy Policy

This Privacy Policy applies whenever you interact with Rich Glen, including through:

  • www.richglenoliveoil.com

  • our online store powered by Shopify;

  • customer accounts;

  • online purchases;

  • telephone orders;

  • email correspondence;

  • social media channels;

  • retail stores;

  • wholesale enquiries and applications;

  • competitions and giveaways;

  • surveys and customer feedback;

  • workshops, tours and events;

  • employment enquiries;

  • and any other services provided by Rich Glen.

This Privacy Policy also applies to information collected through cookies and similar technologies when you visit our website.

This Privacy Policy does not apply to third-party websites that may be linked from our website. We encourage you to review the privacy policies of those third-party websites before providing them with your personal information.

 

 

4. What Personal Information We Collect

The personal information we collect depends upon the nature of your interaction with Rich Glen.

Identity Information

We may collect:

  • your name;

  • title;

  • date of birth where voluntarily provided;

  • business name;

  • ABN (for wholesale customers);

  • and other identifying information necessary to provide our products and services.

 

 

Contact Information

We may collect:

  • residential or delivery address;

  • billing address;

  • email address;

  • telephone number;

  • preferred contact method.

 

 

Purchase Information

When you purchase products from Rich Glen, we may collect information including:

  • products purchased;

  • order history;

  • invoices;

  • order value;

  • delivery instructions;

  • returns or exchanges;

  • gift card usage;

  • customer enquiries relating to purchases.

 

 

Payment Information

Payments made through our website are securely processed by authorised third-party payment providers.

Depending on your payment method, we may receive limited payment-related information such as:

  • payment confirmation;

  • payment method;

  • transaction reference;

  • billing information.

Rich Glen does not store complete credit card numbers or security codes on our own systems.

 

 

Website Account Information

If you create an account on our website, we may collect:

  • username;

  • encrypted password;

  • saved addresses;

  • purchase history;

  • account preferences;

  • communication preferences.

You are responsible for maintaining the confidentiality of your login credentials.

 

 

Website and Device Information

When you visit our website, certain information may be collected automatically by Shopify and our authorised technology providers.

This may include:

  • IP address;

  • browser type;

  • operating system;

  • device identifiers;

  • language settings;

  • referring websites;

  • pages viewed;

  • products viewed;

  • search terms;

  • session duration;

  • clickstream information;

  • date and time of access.

This information assists us in operating our website, improving customer experience, detecting fraudulent activity and analysing website performance.

 

 

Marketing Information

If you subscribe to our marketing communications or otherwise engage with our marketing, we may collect:

  • email subscription preferences;

  • SMS preferences (where applicable);

  • communication history;

  • email opens;

  • link clicks;

  • responses to surveys;

  • competition entries;

  • customer feedback.

 

 

Customer Support Information

When you contact Rich Glen, we may collect information relating to your enquiry including:

  • emails;

  • telephone records;

  • live chat communications;

  • product questions;

  • warranty enquiries;

  • complaint information;

  • photographs voluntarily supplied to assist with customer support.

 

 

Wholesale Information

Where you enquire about or operate a wholesale account, we may collect:

  • business name;

  • trading name;

  • ABN;

  • business address;

  • contact details;

  • purchasing history;

  • payment terms;

  • account communications.

 

 

Event Information

If you register for a Rich Glen event, workshop, tasting or masterclass, we may collect information necessary to administer your booking, including:

  • attendee names;

  • contact information;

  • booking details;

  • dietary requirements voluntarily disclosed;

  • accessibility requirements voluntarily disclosed.

 

 

Recruitment Information

If you apply for employment with Rich Glen, we may collect information including:

  • your résumé;

  • employment history;

  • qualifications;

  • references;

  • correspondence relating to your application.

This information will only be used for recruitment purposes unless otherwise required by law.

 

 

5. Sensitive Information

Rich Glen generally does not seek to collect sensitive information.

However, in limited circumstances we may collect sensitive information that you voluntarily provide to us, such as:

  • dietary requirements for events;

  • accessibility requirements;

  • health information relevant to participation in an event;

  • information provided as part of a job application where relevant to the role.

We will only collect sensitive information where:

  • you have consented;

  • it is reasonably necessary for the purpose for which it was provided;

  • or where authorised or required by Australian law.

 

 

6. How We Collect Personal Information

Rich Glen collects personal information directly from you whenever reasonably practicable.

Information may be collected when you:

  • purchase products online;

  • create an online account;

  • place an order by telephone;

  • visit one of our retail stores;

  • subscribe to our newsletter;

  • contact customer service;

  • complete an enquiry form;

  • enter a competition or promotion;

  • participate in a survey;

  • leave a product review;

  • register for a workshop or event;

  • apply for a wholesale account;

  • apply for employment;

  • communicate with us via email, telephone or social media.

We may also collect information automatically through our website using cookies, analytics tools and similar technologies.

In some circumstances, we may receive personal information from third parties, including:

  • payment providers;

  • delivery partners;

  • Shopify;

  • marketing platforms;

  • fraud prevention providers;

  • publicly available sources;

  • or where another person has provided your information in connection with an order (for example, where products are purchased as a gift).

Where personal information is collected from a third party, we will handle that information in accordance with this Privacy Policy and applicable Australian privacy laws.


Gift Purchases

Where you purchase a product as a gift, you may provide us with personal information about the recipient, such as their name, delivery address, telephone number, email address and delivery instructions.

Please ensure that you are authorised to provide this information to us. We will use the recipient’s personal information only as reasonably necessary to:

  • fulfil and deliver the gift order;

  • communicate with the recipient about the delivery;

  • respond to delivery issues or enquiries;

  • prevent fraud or unauthorised transactions; and

  • comply with our legal obligations.

We will not add the recipient to our marketing lists unless they independently subscribe, provide their consent or otherwise engage with Rich Glen in a way that permits us to send marketing communications.



 

 

7. How We Use Personal Information

Rich Glen collects and uses personal information only where reasonably necessary to operate our business, provide our products and services, fulfil our legal obligations and enhance the customer experience.

Depending on your interaction with us, we may use your personal information to:

  • process and fulfil orders;

  • verify your identity;

  • process payments;

  • arrange delivery of products;

  • communicate regarding your orders;

  • respond to enquiries and customer support requests;

  • manage returns, exchanges and warranty claims;

  • provide information about products, services and promotions;

  • administer gift cards and promotional offers;

  • conduct competitions, surveys and events;

  • improve our products and services;

  • personalise your shopping experience;

  • understand customer preferences and purchasing behaviour;

  • improve the functionality and performance of our website;

  • maintain customer accounts;

  • detect and prevent fraud or unauthorised activity;

  • comply with legal and regulatory obligations;

  • protect the security and integrity of our business.


Fraud Prevention and Security

We may use personal information to verify identity, assess and monitor transactions, detect, prevent and investigate suspected fraud or unauthorised activity, prevent misuse of customer accounts or promotional offers, protect our customers and business, and comply with applicable legal obligations.

For these purposes, we may disclose relevant personal information to Shopify, payment providers, banks and financial institutions, delivery providers and authorised fraud prevention or identity-verification service providers.

Where a transaction or account activity is identified as potentially fraudulent or unauthorised, we may request additional verification, delay or decline a transaction, restrict account access or take other reasonable steps to protect the customer and Rich Glen.

Product Reviews and User Content

Where you voluntarily submit a product review, testimonial, photograph or other content to Rich Glen, we may use, publish or display that content for the purpose for which it was submitted. This may include displaying the content on our website, social media channels or other Rich Glen marketing materials.

We will only publish personal information accompanying that content, such as your name, image or social media account details, where you have agreed to its publication or would reasonably expect it to be published in the circumstances.

You may contact us to request that published content containing your personal information be removed. We will take reasonable steps to action your request, subject to any legal or record-keeping obligations.

We will use your personal information only for the purpose for which it was collected, unless:

- you would reasonably expect us to use it for a related purpose—or, for sensitive information, a directly related purpose;

- you have consented to another use; or

- the use is otherwise required or authorised by law.

 

 

8. Marketing Communications

Rich Glen may use your personal information to provide information about products, promotions, seasonal collections, events, recipes, skincare education and other updates that we believe may be of interest to you.

Marketing communications may be sent via:

  • email;

  • SMS (where you have opted in);

  • postal mail;

  • social media advertising;

  • digital advertising platforms;

  • or other electronic communications.

We will only send direct marketing communications where permitted under applicable Australian law.

You may opt out of receiving marketing communications at any time by:

  • clicking the "unsubscribe" link included in our emails;

  • replying STOP to SMS communications where applicable;

  • updating your communication preferences within your online account;

  • or contacting us directly.

Opting out of marketing communications will not prevent us from contacting you regarding existing orders, customer service matters, product recalls, safety notices or other essential service communications.

 

 

9. Cookies and Similar Technologies

Our website uses cookies and similar technologies to improve website functionality, enhance your browsing experience and better understand how visitors use our website.

Cookies are small data files placed on your device that enable websites to recognise your browser and remember certain information.

Cookies used by Rich Glen may include:

Essential Cookies

These cookies are necessary for our website to function correctly.

They enable features such as:

  • shopping cart functionality;

  • secure checkout;

  • customer login;

  • fraud prevention;

  • website security;

  • remembering your shopping session.

Without these cookies, many website features may not operate correctly.

 

 

Performance and Analytics Cookies

These cookies help us understand how visitors interact with our website.

They may collect information including:

  • pages visited;

  • products viewed;

  • browsing patterns;

  • website performance;

  • visitor numbers;

  • time spent on pages.

This information helps us continually improve our website and customer experience.

 

 

Functional Cookies

These cookies remember your preferences, including:

  • preferred location;

  • previously viewed products;

  • saved shopping cart;

  • account preferences;

  • language settings where applicable.

 

 

Advertising Cookies

Advertising cookies assist us in delivering more relevant advertising across websites and social media platforms.

They may be used to:

  • measure advertising effectiveness;

  • limit repetitive advertising;

  • understand customer interests;

  • personalise online advertising.

 

 

Most internet browsers allow you to disable or manage cookies through your browser settings.

Please note that disabling cookies may affect the functionality of certain areas of our website.

 

 

10. Shopify Platform

Our online store is hosted by Shopify Inc.

Shopify provides the e-commerce platform that enables Rich Glen to sell products and services online.

When you visit our website or make a purchase, Shopify may collect and process information necessary to:

  • operate the website;

  • process transactions;

  • maintain website security;

  • provide customer accounts;

  • process payments;

  • prevent fraudulent activity;

  • improve platform performance.

Information collected through Shopify may include:

  • IP address;

  • browser information;

  • device information;

  • order details;

  • payment confirmations;

  • customer account information;

  • website usage information.

Shopify stores data on secure servers and implements industry-standard security measures designed to protect customer information.

Further information regarding Shopify's privacy practices is available through Shopify's Privacy Policy.

 

 

11. Website Analytics

Rich Glen uses analytics tools to better understand how visitors interact with our website and to improve customer experience.

These technologies may include services provided by organisations such as:

  • Google Analytics;

  • Shopify Analytics;

  • Meta;

  • and other authorised analytics providers.

These services may collect information including:

  • pages visited;

  • time spent on the website;

  • referring websites;

  • browser information;

  • general geographic location;

  • device type;

  • website interactions.

Analytics information is generally aggregated and used to improve website functionality, customer experience and business performance.

 

 

12. Personalised Advertising

Rich Glen may use authorised advertising partners to deliver advertisements that are more relevant to your interests.

These partners may use cookies, pixels or similar technologies to understand interactions with our website.

This may include advertising through:

  • Google;

  • Meta (Facebook and Instagram);

  • and other digital advertising platforms.

These technologies may allow us to:

  • measure advertising performance;

  • understand customer engagement;

  • improve future marketing;

  • reduce irrelevant advertising.

We do not sell your personal information to third parties.

You may manage advertising preferences through your browser settings or the relevant advertising platform.

 

 

13. Disclosure of Personal Information

Rich Glen does not sell, rent or trade customer personal information.

However, we may disclose personal information where reasonably necessary to operate our business.

This may include disclosure to:

  • payment processors;

  • banks and financial institutions;

  • delivery providers;

  • freight companies;

  • website hosting providers;

  • Shopify;

  • technology providers;

  • cloud service providers;

  • marketing service providers;

  • IT support providers;

  • professional advisers including lawyers, accountants and auditors;

  • insurers;

  • fraud prevention providers;

  • regulatory authorities where required by law.

All service providers engaged by Rich Glen are expected to handle personal information appropriately and in accordance with applicable privacy laws.

 

 

14. Overseas Disclosure

Some of the technology providers used by Rich Glen operate internationally.

As a result, personal information may be transferred to, processed or stored outside Australia.

Countries may include:

  • United States;

  • Canada;

  • Ireland;

  • Singapore;

  • New Zealand;

  • United Kingdom;

  • Japan

  • India

  • Philippines

  • other countries within the European Union; and

  • other jurisdictions where our authorised service providers, their related entities or subprocessors operate.

Where personal information is disclosed overseas, Rich Glen takes reasonable steps to ensure that recipients protect personal information in accordance with Australian privacy requirements.

 

 

15. Payment Processing

Rich Glen uses reputable third-party payment providers to securely process payments made through our website.

Payment providers may include services such as:

  • Shopify Payments;

  • PayPal;

  • Afterpay;

  • Apple Pay;

  • Google Pay;

  • or other payment methods offered during checkout.

Payment information is transmitted using secure encryption technologies.

Rich Glen does not retain complete payment card numbers or card verification values (CVV) on its own systems.

Payment providers are responsible for securely processing payment information in accordance with the Payment Card Industry Data Security Standard (PCI DSS) and their own privacy policies.

 

 

16. Data Security

Rich Glen takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Security measures may include:

  • encrypted website connections (SSL);

  • secure cloud infrastructure;

  • access controls;

  • password protection;

  • multi-factor authentication where appropriate;

  • secure payment processing;

  • regular software updates;

  • restricted employee access based on operational requirements;

  • staff confidentiality obligations;

  • physical security measures for business premises.

While we take reasonable steps to protect personal information, no method of electronic transmission or storage can be guaranteed to be completely secure.

Accordingly, Rich Glen cannot guarantee the absolute security of information transmitted via the internet.

 

 

17. Data Retention

Rich Glen retains personal information only for as long as reasonably necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, taxation and operational requirements.

Retention periods may vary depending upon:

  • the nature of the information;

  • legal obligations;

  • warranty requirements;

  • accounting records;

  • ongoing customer relationships;

  • dispute resolution requirements.

When personal information is no longer required, Rich Glen will take reasonable steps to securely destroy or permanently de-identify that information unless retention is required by law.

 

 

18. Accessing and Correcting Your Personal Information

Rich Glen aims to ensure that the personal information we hold is accurate, complete, up to date and relevant.

You may request access to the personal information we hold about you at any time by contacting us using the details provided at the end of this Privacy Policy.

If you believe any personal information we hold is inaccurate, incomplete or out of date, you may request that we correct it.

We will respond to requests for access or correction within a reasonable period and in accordance with the Privacy Act 1988 (Cth).

In some circumstances, we may be unable to provide access or make requested corrections where permitted or required by law. If this occurs, we will explain the reasons unless we are legally prevented from doing so.

For security purposes, we may require proof of identity before releasing or updating personal information.

 

 

19. Deleting Personal Information

You may request that Rich Glen delete personal information that we no longer require.

Where legally permitted, we will take reasonable steps to permanently delete or de-identify your personal information.

However, we may be required to retain certain information where necessary to:

  • comply with Australian laws;

  • maintain financial or taxation records;

  • resolve disputes;

  • enforce our legal rights;

  • prevent fraud;

  • comply with warranty or consumer law obligations.

Deletion of personal information may affect our ability to continue providing products or services to you.

 

 

20. Data Breaches

Rich Glen takes the protection of personal information seriously and maintains procedures designed to identify, assess and respond to potential data breaches.

If Rich Glen becomes aware of a data breach involving personal information, we will promptly investigate the incident and take reasonable steps to minimise any resulting harm.

Where required under the Privacy Act 1988 (Cth) and the Notifiable Data Breaches Scheme, Rich Glen will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) where the breach is likely to result in serious harm.

 

 


21. CCTV and Security Monitoring

For the safety of our customers, employees, contractors and visitors, Rich Glen may operate closed-circuit television (CCTV), and Footfall systems at certain business locations, including retail stores, warehouses and production facilities.

Where these systems are used, footage may be collected for purposes including:

  • protecting customers and employees;

  • maintaining workplace health and safety;

  • preventing theft or fraud;

  • protecting company property;

  • investigating incidents;

  • complying with legal obligations; 

  • Analysing footfall data

The footage is securely stored and accessed only by authorised personnel or where required by law.

 

 

22. Recruitment

If you apply for employment with Rich Glen, we collect personal information necessary to assess your suitability for employment.

This may include:

  • employment history;

  • qualifications;

  • references;

  • licences and certifications;

  • interview notes;

  • correspondence relating to your application.

If your application is unsuccessful, we may retain your information for a reasonable period to consider you for future employment opportunities unless you request otherwise or applicable law requires deletion.

 

 

23. Third-Party Websites

Our website may contain links to websites operated by third parties.

These websites are not operated or controlled by Rich Glen.

We are not responsible for the privacy practices, security or content of third-party websites.

We encourage you to review the privacy policies of any external websites before providing personal information.

 

 

24. Business Transfers

If Rich Glen undergoes a merger, acquisition, business restructure, sale of assets or similar corporate transaction, personal information may be transferred as part of that transaction where permitted by law.

Any successor organisation will be required to continue handling personal information in accordance with applicable privacy laws.

 

 

25. Changes to this Privacy Policy

Rich Glen may update this Privacy Policy from time to time to reflect:

  • changes to our business;

  • changes to technology;

  • legal or regulatory developments;

  • improvements to our privacy practices.

The most current version of this Privacy Policy will always be available on our website.

Where significant changes are made, we may take reasonable steps to notify customers where appropriate.

 

 

26. Contacting Rich Glen

If you have any questions about this Privacy Policy or the way Rich Glen handles personal information, please contact our Privacy Officer.

Privacy Officer

Email:
privacyofficer@richglenoliveoil.com

Telephone:
(03) 5743 3776

Postal Address:
Rich Glen Pty Ltd
734 Murray Valley Highway
Yarrawonga VIC 3730
Australia

 

 

27. Privacy Complaints

If you believe Rich Glen has breached your privacy or mishandled your personal information, you may lodge a complaint with us by contacting our Privacy Officer.

Please provide sufficient detail to enable us to investigate your concerns.

Rich Glen will:

  • acknowledge your complaint as soon as reasonably practicable;

  • investigate the matter fairly and confidentially;

  • respond within a reasonable timeframe, generally within 30 days where practicable;

  • advise you of the outcome and any action taken.

We are committed to resolving privacy concerns promptly and fairly.

 

 

28. Office of the Australian Information Commissioner

If you are not satisfied with our response to your privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC).

Office of the Australian Information Commissioner

Website: https://www.oaic.gov.au

Telephone: 1300 363 992

Post:

GPO Box 5218
Sydney NSW 2001
Australia

The OAIC is the independent Australian Government agency responsible for administering the Privacy Act 1988 (Cth).