Privacy policy

Privacy Policy

Last updated: 30/08/2026

The short version

We are a one-product business run by one person. We collect what we need to make your wrap, get it to you, answer your email and run our ads — and nothing else. We do not sell your information to anybody, and we never will.

Your wrap is made and shipped from China, so your name and address go to our manufacturer there. We'd rather tell you that here than have you work it out from a tracking number.

The longer version is below, because "we take your privacy seriously" is not a policy.

Who we are

RELUXA (ABN 24 862 415 799) is a sole trader business registered in Australia, operating reluxa.com.au.

Businesses our size are not always covered by the Privacy Act 1988 (Cth). We follow the Australian Privacy Principles anyway, as a matter of policy, and we will handle a privacy request from you the same way a covered business would have to.

Contact for anything on this page: hello@reluxa.com.au

What we collect

What you give us. Your name, email address, delivery address, phone number if you provide one, and what you ordered. If you email us, we hold that email and our reply.

What we never see. Your full card number. Payments are handled by our payment providers on their own systems. We see the last four digits, the card type and whether the payment succeeded.

What is collected automatically. Your IP address, browser and device type, the pages you looked at, how you arrived, and roughly where you were (city level, from your IP). This comes from cookies and similar technologies — see below.

Health-related information. We do not ask you for any. But this is a site about aching joints, and people tell us things — which shoulder, how long, what the physio said, whether they're on HRT. If you tell us something like that in an email or a return request, we hold it because it's in the email.

We treat that as the sensitive information it is. We use it only to answer you and to handle your order. We do not add it to any marketing list, we do not build a profile from it, we do not share it with our advertising platforms, and we never send it to our manufacturer. It stays in the inbox. If you'd rather we deleted a message like that once we've answered it, say so and we will.

Why we use it

• To take your order, charge you for it, have it made and get it to you

• To email you about that order — dispatch, tracking, delivery

• To answer you when you write to us

• To handle guarantee claims, returns, refunds and warranty claims

• To send you the email series, if you asked for it

• To run and measure our advertising

• To keep the records the Australian Taxation Office requires

• To meet our obligations as the supplier of a medical device — including, if we ever had to, contacting you about a safety issue or recall

That last one is why we keep order records even after you've stopped hearing from us.

Who we share it with

Only the services that make the business work, and only what each one needs.

We also share information where we're legally required to — a court order, a regulator, the TGA in a safety matter.

We do not sell your personal information and we do not trade or rent it to anyone.

About our manufacturer

The RELUXA Recovery Wrap is made by Shenzhen Idea Light Limited in Shenzhen, China. For now, wraps ship from there directly to you rather than from a warehouse in Australia.

That means the details needed to make and address your parcel — your name, delivery address, phone number and email — are sent to them. Nothing else is. They do not receive your payment details, your browsing history, anything you've told us about your body, or anything at all if you only join our email list without ordering.

They use your details to fulfil your order and for no other purpose. They do not market to you and they will never contact you directly.

China's privacy laws are different from Australia's. We can't change that, and we'd rather you knew it before you ordered than after.

Advertising, plainly

We advertise on Facebook and Instagram. To do that, our site runs Meta's tracking tools, which tell Meta which pages you visited here and whether you bought something. Where you've given us your email, a scrambled (hashed) version of it may be matched against Meta's records so we can measure our ads and avoid showing them to people who have already bought.

This is ordinary practice for online stores. We're describing it because most policies bury it.

You can limit it. Your ad settings on Facebook and Instagram control what Meta does with it, and you can decline non-essential cookies here. Doing either doesn't affect your order, your guarantee or anything you get from us.

We do not build advertising audiences from anything you've told us about your health, your symptoms or your body. Ever.

Cookies

Some are necessary — they keep your cart working and let you check out. Those can't be switched off.

The rest are for analytics and advertising. You can refuse them through our cookie banner where one is shown, and through your browser settings at any time. Blocking them won't break the site.

Where your information goes

Some of the services above are based overseas, or store data overseas.

• Shopify, Meta and our payment providers hold information outside Australia, including in the United States.

• Our manufacturer holds your name and delivery details in China, for as long as it takes to make and ship your order and to meet their own record-keeping obligations.

This means your information may be handled in countries with different privacy laws from ours, and in some cases with less recourse than you would have here. We use established providers with published privacy commitments, and we limit what each one receives to what it genuinely needs. But we're not going to pretend the risk is nil.

If you would rather not have your details sent overseas, we can't fulfil an order for you — and you should know that before you buy, not after.

How long we keep it

• Order and transaction records: at least 5 years, because Australian tax law requires it, and because guarantee, warranty and consumer law claims can arise long after a purchase.

• Emails with you: while they're useful for supporting you, then deleted in our ordinary clean-up. Sooner if you ask.

• Marketing list: until you unsubscribe. One click, and it works the first time.

• With our manufacturer: the fulfilment details for your order, under their own retention rules. We ask them not to keep what they don't need.

• Website analytics: as set by the services listed above.

Your rights

You can ask us to tell you what we hold about you, give you a copy, correct anything wrong, delete it where we're not required to keep it, take you off the marketing list, or stop using your information for advertising.

Email hello@reluxa.com.au. We'll reply within 30 days, and usually a great deal sooner. No charge, no form, and you don't have to give a reason.

One honest limit: once your name and address have gone to our manufacturer to make and ship an order, we can ask them to delete it and we will, but we can't guarantee what a company in another country does with a record it's already required to keep.

If we get it wrong

Tell us. Email hello@reluxa.com.au with what happened and we'll look into it and come back to you within 30 days.

If you're not satisfied with how we handled it, you can take it to the Office of the Australian Information Commissioner at oaic.gov.au or 1300 363 992.

Data breaches

If something happened to your information that could cause you serious harm — here or at any of the companies listed above — we'll tell you, and we'll tell the OAIC. We won't wait to be asked and we won't soften it.

Children

RELUXA is a medical device intended for adults. Our site isn't for children and we don't knowingly collect information from anyone under 18.

Changes to this policy

If we change it, we'll change the date at the top. If the change is significant — a new company getting your data, a new use for it — we'll email anyone on our list rather than quietly updating the page.

Contact

RELUXA · ABN 24 862 415 799 Postal address: Parcel Locker 1016033362, Shop 4, 3732–3744 Mount Lindesay Highway, Park Ridge QLD 4125, Australia hello@reluxa.com.au