Privacy Policy
At ISHNISH FAMILY TRUST, trading as Barks & Mews (ABN 76 623 956 029), your privacy matters to us. This Privacy Policy explains how we collect, use, share, and protect your personal information when you visit our website, use our services, purchase products, or interact with us through any platform (each, a “Platform”).
We’re committed to handling your data responsibly and transparently—so you can shop with confidence and peace of mind.
1. What Personal Information We Collect
The information we collect depends on how you interact with us and your device settings. It may include:
• Contact details: name, address, phone number, email, and social media handle
• Payment information: securely processed by trusted third-party providers (we don’t store credit card numbers)
• Date of birth: used for verifying eligibility for promotions
• Customer service interactions: voice recordings (for calls) and chat transcripts
• Device and network data: IP address, browser type, device ID, and GPS location (if enabled)
When you engage with us—such as through Live Chat, chatbot, or by registering for a Vet Pet Plan—we may also collect:
• Behavioural data: browsing habits and preferences
• Pet information: name, breed, age, weight, dietary needs, and medical history (if provided)
If you’re logged into your Barks & Mews account, we may link this data to your customer profile to:
• Personalise your shopping experience
• Recommend relevant products
• Help manage your pet’s plan
2. When we collect your Personal Information
We may collect personal information at various points, including when you:
• Access our website or app—such as creating an account, placing an order, contacting support, or leaving a review
• Interact with us via phone, email, SMS, instant messaging, social media, mail, in person, or chat (including AI chat)
• Participate in promotions, competitions, giveaways, or surveys
• Use cookies or tracking technologies (see below)
• Authorise someone else to act on your behalf (e.g. placing an order for you)
• Engage with our trusted partners, like payment processors or delivery providers
3. How we use your personal information
We use your personal information to operate effectively as an online business and to provide you with a smooth and secure shopping experience. This includes:
• Fulfilling and shipping your orders
• Assisting you through customer service
• Managing your account and purchase history
• Detecting and preventing fraud or security issues
• Enhancing our website, products, and services
• Meeting legal and regulatory obligations
Additionally, we may use your information to:
• Send you marketing messages (with your permission), including updates about our pet pharmacy and insurance offerings
• Alert you to important product safety notices or recalls
• Invite you to take part in promotions, surveys, or customer events
• Conduct research and analyse customer trends
• Tailor your experience by showing you more relevant products and services
• Support business transitions such as mergers or restructures
We only use your personal information for these purposes or when legally required.
4. Direct marketing and How Opt-out
We may occasionally send you marketing messages via email, SMS, phone, online ads, or mail to keep you updated on products, promotions, and services we think you’ll love.
You’re always in control—you can opt out anytime by:
• Clicking “unsubscribe” in any marketing email or SMS
• Updating your preferences in your account settings
• Contacting us directly (see the “Contact Us” section)
We respect your privacy and never sell or trade your personal information for marketing purposes.
5. Disclosure of your personal information
We may share your personal information with trusted parties who help us operate our business and deliver services to you. This includes:
• Our related companies, business partners, and delivery providers
• Third-party service providers such as payment processors, IT support, accountants, and legal advisors
• Advertising partners who help us show relevant ads on our website and other platforms*
• Government and regulatory bodies when required by law
• Credit reporting agencies and fraud prevention services
• Organisations involved in business changes like mergers, acquisitions, or restructures
*In these cases, the shared data may include browsing activity and preferences, often collected via cookies or tracking technologies.
Overseas Disclosure
Some of your personal information may be stored or processed using cloud-based services located outside Australia. When this happens, we take reasonable measures to ensure those providers comply with Australian privacy standards or offer equivalent safeguards to protect your data.
6. Access to and correction of your personal information
If you’d like to view or update the personal information we hold about you, you can get in touch with our Privacy Officer (see the “Contact Us” section below). We’ll handle your request promptly and in line with the Australian Privacy Principles.
7. Data security and breach notification
We take reasonable precautions to protect your personal information from unauthorised access, misuse, or disclosure. While we strive to maintain strong security measures, no system is completely foolproof.
If a data breach occurs that is likely to result in serious harm, we will notify affected individuals and report the incident to the Office of the Australian Information Commissioner (OAIC), in line with the Notifiable Data Breaches scheme.
8. Deletion of your personal information
We keep your personal information only for as long as it’s needed to carry out the purposes described in this policy or to meet legal requirements. Once it’s no longer necessary, we take steps to securely delete, anonymise, or de-identify your data.
If you’d like us to delete your personal information, please contact us. In some cases, we may need to retain certain details to:
• Comply with legal or regulatory obligations
• Maintain transaction records (e.g. for tax or accounting)
• Support fraud prevention and security investigations
9. Contacting us
If you have any questions about this Privacy Policy or would like to make a request regarding your personal information, we’re here to help. You can reach us at:
Email: support@barksandmews.com.au
Mail: PO Box 163, Bardwell Park, NSW 2207
For more information about your privacy rights, visit the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Updates to this policy
We may revise this Privacy Policy occasionally to reflect changes in our practices or legal obligations. The most current version will always be available on our website. By continuing to use our platforms after any updates, you agree to the revised terms.
Privacy Policy last updated: 13 October 2025
Barks & Mews – Return Policy
We want you (and your pets!) to be happy with every purchase. If something’s not quite right, here’s how we handle returns:
Change of Mind
You can return most items within 30 days of delivery if they are:
• Unused and in original condition
• In original packaging with all tags attached
• Not perishable, personalised, or clearance items
Once we receive and inspect the item, we’ll issue a store credit or exchange. Return shipping costs are your responsibility unless the item is faulty.
Faulty or Incorrect Items
If your item arrives damaged, faulty, or isn’t what you ordered, please contact us within 7 days of delivery. We’ll arrange a replacement, refund, or store credit—at no cost to you.
Please include:
• Your order number
• A description of the issue
• Photos (if applicable)
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
• Opened pet food or treats
• Used grooming products
• Personalised items
• Clearance or final sale items
How to Return
To start a return, email us at:
support@barksandmews.com.au
Include your order number and reason for return. We’ll guide you through the next steps.
Your Rights
This policy is in addition to your rights under Australian Consumer Law, which guarantees refunds or replacements for faulty goods.