Privacy policy

Last updated: 28 July 2026

Overview

This Privacy Policy explains how Brothers Home Service Ltd, trading as Brothers Home Supply (“we”, “us” or “our”), collects, uses, stores and discloses personal information when you:

• visit or use our website;
• request a quote;
• place an order;
• purchase products or services;
• arrange delivery, collection or installation;
• request a return, refund or warranty assessment;
• submit a review or enquiry; or
• otherwise communicate with us.

Our website and online store are hosted by Shopify.

We handle personal information in accordance with the Privacy Act 2020 and other applicable New Zealand laws.

If there is any conflict between this Privacy Policy and our Terms of Service regarding the collection, use, storage or disclosure of personal information, this Privacy Policy will apply.

What Personal Information Means

“Personal information” means information about an identifiable individual.

It does not include information that has been anonymised or aggregated so that an individual can no longer reasonably be identified.

Personal Information We Collect

The personal information we collect depends on how you interact with us.

Contact and Identity Information

We may collect:

• your name;
• company or trading name;
• email address;
• phone number;
• billing address;
• delivery or installation address; and
• the name and contact details of a builder, installer, project manager, customer or other authorised representative.

Order and Transaction Information

We may collect information about:

• products viewed or purchased;
• cart activity;
• quotes and accepted quotes;
• order and invoice numbers;
• deposits and payments;
• returns, exchanges, cancellations and refunds;
• delivery and collection arrangements;
• product warranties;
• customer service history; and
• previous transactions with us.

Product, Project and Installation Information

Where relevant to a quote, order or installation, we may collect:

• door and opening measurements;
• door handing and opening direction;
• jamb, stud and wall dimensions;
• drilling and hardware specifications;
• plans, schedules, drawings and product selections;
• photographs or videos of doors, openings or installation areas;
• property access information;
• site conditions;
• delivery instructions;
• information about builders, installers or project representatives; and
• other details required to supply or install the correct products.

Photographs and plans may incidentally show parts of a home, property or workplace. We use this information only for the relevant quote, order, delivery, installation, support or record-keeping purpose unless you separately agree to another use.

Payment Information

Payments made through our online store are processed by Shopify and applicable payment providers.

We do not normally receive or store your complete credit-card number or card security code.

We may receive and retain:

• payment confirmation;
• transaction reference numbers;
• payment method;
• limited card details, such as the card type or last digits;
• invoice and deposit information; and
• bank account details where reasonably required to process a refund.

Account Information

If you create an online customer account, information may include:

• your account name;
• email address;
• saved addresses;
• order history;
• preferences; and
• account settings.

Account passwords and authentication information are processed through Shopify. We do not normally have access to your password.

Communications

We collect information you provide when you contact us by:

• email;
• phone;
• website form;
• online chat;
• text message;
• social media;
• review platform; or
• another communication channel.

This may include your enquiry, complaint, feedback, photographs, attachments and our responses.

Reviews and User-Submitted Content

If you submit a review, photograph, testimonial or other content, we may collect:

• your name or chosen display name;
• rating;
• review content;
• submitted photographs or videos;
• product information; and
• related order information used to verify the review.

Information included in a published review may be visible to the public.

Please do not include private or sensitive information in a public review.

Website, Device and Usage Information

When you visit the website, Shopify and other service providers may automatically collect:

• IP address;
• browser type;
• device type;
• operating system;
• approximate location derived from an IP address;
• pages viewed;
• links clicked;
• referring website;
• shopping-cart activity;
• date and time of visits;
• cookie identifiers; and
• information about how you interact with the website.

How We Collect Personal Information

We may collect personal information:

Directly From You

This includes information you provide when you:

• browse or use the website;
• create an account;
• request a quote;
• place or approve an order;
• make a payment;
• contact us;
• provide measurements or plans;
• arrange delivery or installation;
• request a return or warranty remedy; or
• submit a review.

From an Authorised Representative

We may receive information from a person reasonably appearing to be authorised to act for you, including your:

• builder;
• architect;
• designer;
• project manager;
• installer;
• employee;
• family member;
• agent; or
• customer.

If you provide another person’s personal information to us, you must have authority to do so and should make them aware that their information may be handled in accordance with this Privacy Policy.

Automatically Through the Website

Shopify, cookies and similar technologies may automatically collect website, device and usage information.

From Service Providers and Business Partners

We may receive personal information from:

• Shopify;
• payment providers;
• freight carriers and couriers;
• suppliers and manufacturers;
• installation contractors;
• product-review providers;
• fraud-prevention providers;
• website and IT providers;
• analytics and advertising providers; and
• social-media platforms where you interact with us.

Why We Collect and Use Personal Information

We may use personal information for the following purposes.

Quotes, Orders and Services

We use personal information to:

• prepare and follow up quotes;
• confirm measurements and product specifications;
• process and manage orders;
• manufacture or source products;
• process payments and deposits;
• arrange delivery or collection;
• schedule and carry out installation;
• communicate order status and estimated timeframes;
• provide invoices and receipts;
• process returns, exchanges, refunds and cancellations;
• assess warranty or product issues; and
• provide customer support.

Direct Supplier and Freight Arrangements

Some products may be shipped directly from a supplier or manufacturer.

We may provide relevant personal information, such as your name, delivery address and phone number, to a supplier, manufacturer, warehouse, freight carrier or courier where required to fulfil your order.

We disclose only the information reasonably required for that purpose.

Website and Business Operation

We may use information to:

• operate and maintain the website;
• maintain customer accounts;
• remember website and cart preferences;
• improve product information and website usability;
• analyse website and sales performance;
• manage inventory and supplier relationships;
• maintain internal business records;
• train staff and improve customer service; and
• protect our systems, business and customers.

Security and Fraud Prevention

We may use personal information to:

• verify transactions;
• detect and prevent fraud;
• investigate suspicious activity;
• protect customer accounts;
• manage chargebacks or payment disputes;
• prevent misuse of the website; and
• maintain the security of our systems.

Marketing

Where permitted by law, we may use your contact details to send:

• product news;
• promotions;
• special offers;
• service information;
• abandoned-cart reminders; and
• other marketing communications.

We will obtain consent where required.

Marketing emails and electronic messages will include a way to unsubscribe.

You may unsubscribe at any time. Unsubscribing from marketing will not prevent us from sending service-related communications about an order, quote, payment, delivery, installation, return, security issue or account.

Advertising and Analytics

We may use Shopify and other analytics or advertising services to understand website activity, measure advertising performance and show relevant advertisements.

Where these tools are enabled, providers may use cookies, device identifiers and information about your interactions with our website.

You can manage available cookie and privacy choices through the website cookie banner, where displayed, and through your browser or device settings.

Reviews and Marketing Photographs

We may publish reviews and content that you submit for publication.

We will seek permission before using identifiable photographs of your home, property or completed installation for advertising or social-media marketing, unless the content was supplied specifically for that purpose.

Legal and Regulatory Purposes

We may use or disclose personal information to:

• comply with New Zealand law;
• meet tax, accounting and record-keeping obligations;
• respond to lawful requests from regulators, courts or government agencies;
• establish, exercise or defend legal claims;
• enforce our Terms of Service and other policies;
• manage disputes; and
• protect the rights, safety and property of customers, staff, contractors and others.

When Providing Information Is Optional

You are not generally required by law to provide personal information to us.

However, if you do not provide information reasonably required for a transaction, we may be unable to:

• prepare an accurate quote;
• confirm product suitability;
• process or fulfil an order;
• process payment;
• arrange delivery;
• provide installation;
• assess a return or warranty request; or
• respond effectively to your enquiry.

How We Disclose Personal Information

We do not sell personal information for money.

We may disclose personal information to the following parties where reasonably necessary.

Shopify

Shopify hosts our website and online store and processes information needed to operate the store, accounts, checkout, payments, fraud prevention, analytics and related platform features.

Payment Providers

Payment information may be processed by banks, Shopify Payments and other payment providers selected at checkout.

Suppliers, Manufacturers and Warehouses

We may provide relevant order, product and delivery information to suppliers, manufacturers and warehouses where required to:

• source or manufacture products;
• arrange direct delivery;
• assess product or warranty issues;
• arrange returns; or
• provide technical support.

Freight Carriers and Couriers

We may provide your name, delivery address, phone number and delivery instructions to carriers or couriers.

Installers and Contractors

Where we arrange installation or another onsite service, we may disclose information reasonably required by the installer or contractor, including:

• your name;
• site address;
• phone number;
• access instructions;
• order details; and
• relevant measurements, plans or photographs.

IT, Website and Business Service Providers

We may use providers that assist with:

• website hosting and operation;
• cloud storage;
• email and communications;
• accounting;
• invoicing;
• customer support;
• product reviews;
• analytics;
• marketing;
• data security; and
• business administration.

Professional Advisers

We may disclose relevant information to accountants, insurers, lawyers, debt-recovery providers and other professional advisers where reasonably required.

Government and Regulatory Authorities

We may disclose information where required or permitted by law, including to:

• Inland Revenue;
• law-enforcement agencies;
• courts and tribunals;
• regulators; and
• other authorised government agencies.

Business Changes

If our business or assets are sold, transferred, merged or restructured, personal information may be disclosed to relevant advisers and the proposed or actual new owner, subject to appropriate confidentiality and privacy protections.

Relationship With Shopify

Our website and online store are hosted by Shopify.

Information submitted through the website is transmitted to and processed by Shopify and its service providers.

Shopify may process information in New Zealand and other countries to provide:

• website hosting;
• customer accounts;
• checkout;
• payment processing;
• fraud prevention;
• analytics;
• customer privacy tools; and
• other Shopify platform features.

In some circumstances, Shopify may process personal information for its own purposes under its own privacy policies.

You may review Shopify’s Consumer Privacy Policy and use Shopify’s privacy portal for requests relating to information Shopify controls independently.

Cookies and Similar Technologies

Cookies are small files stored on your browser or device.

We and our service providers may use:

Necessary Cookies

These support functions such as:

• website security;
• checkout;
• cart contents;
• payment processing;
• account login; and
• fraud prevention.

Disabling necessary cookies may prevent parts of the website from working properly.

Functional Cookies

These help remember your preferences and improve website functions.

Analytics Cookies

These help us understand:

• how visitors use the website;
• which pages and products are viewed;
• how visitors reach the website; and
• how the website performs.

Advertising Cookies

Where enabled, these may be used to:

• measure advertising performance;
• limit repeated advertisements;
• understand whether an advertisement led to a visit or purchase; and
• show advertisements that may be more relevant to you.

You may manage cookies through the website’s privacy or cookie settings, where available, or through your browser settings.

Blocking cookies may affect website functionality.

Third-Party Websites and Social Media

Our website may contain links to third-party websites or social-media platforms.

We do not control the privacy practices of those third parties.

Information you provide directly to a third-party website, social-media platform, payment service or application is governed by that provider’s privacy policy.

Public comments, reviews and social-media posts may be visible to other users.

International Processing and Disclosure

Shopify and some of our other technology, payment, cloud, analytics or service providers may store or process personal information outside New Zealand.

Where personal information is disclosed to an overseas organisation, we will take reasonable steps to ensure that the information is protected by privacy safeguards comparable to those required in New Zealand, or that another permitted basis under the Privacy Act 2020 applies.

Some overseas providers may act only as our agent and process information on our behalf under contractual privacy and security obligations.

Security

We take reasonable safeguards to protect personal information against:

• loss;
• unauthorised access;
• misuse;
• disclosure;
• alteration; and
• destruction.

Safeguards may include:

• restricted access;
• account authentication;
• reputable payment providers;
• secure cloud systems;
• software updates;
• staff and contractor controls; and
• appropriate contractual protections with service providers.

No internet transmission or electronic storage system is completely secure.

Please do not send complete credit-card details, passwords or other highly sensitive information through ordinary email or social-media messages.

Privacy Breaches

If we become aware of a privacy breach, we will assess and respond to it in accordance with the Privacy Act 2020.

Where a breach has caused, or is likely to cause, serious harm, we will notify the Office of the Privacy Commissioner and affected individuals as required by law.

How Long We Keep Personal Information

We retain personal information only for as long as it is reasonably required for the purpose for which it was collected, or as required by law.

This may include retaining:

• quotes and customer enquiries while they remain relevant;
• order, invoice, payment and tax records for at least the legally required record-keeping period;
• product, measurement and warranty records for the relevant warranty or product-life period;
• communications while required for customer service or dispute management;
• account information while the account remains active; and
• marketing contact information until you unsubscribe or we no longer need it.

New Zealand business and tax records are generally retained for at least seven tax years.

When information is no longer reasonably required, we may securely delete, destroy or anonymise it.

Your Privacy Rights

Access

You may ask whether we hold personal information about you and request access to that information.

We will respond as soon as reasonably practicable and generally within 20 working days, subject to any extension or lawful reason for refusing access under the Privacy Act 2020.

Correction

You may ask us to correct personal information that you believe is inaccurate, incomplete or out of date.

If we do not agree to make the requested correction, you may ask us to attach a statement of the correction you requested to the relevant information.

Deletion and Other Requests

You may ask us to delete information or stop using it for a particular purpose.

There is not an absolute right to deletion under New Zealand law. We may need to retain information for:

• legal and tax obligations;
• order and warranty administration;
• fraud prevention;
• dispute resolution;
• security; or
• another lawful purpose.

Marketing Preferences

You can unsubscribe from marketing emails using the unsubscribe link in the message.

You may also contact us to update your marketing preferences.

Identity Verification

Before providing access to personal information or processing certain privacy requests, we may ask for information reasonably required to verify your identity or authority.

If a person acts on your behalf, we may require evidence that they are authorised to do so.

Privacy Complaints

If you have a concern about how we have collected, used, stored or disclosed personal information, please contact our Privacy Officer using the details below.

Please provide:

• your name and contact details;
• a description of your concern;
• relevant dates or order details; and
• the outcome you are seeking.

We will review the matter and respond within a reasonable time.

If you are not satisfied with our response, you may make a complaint to the Office of the Privacy Commissioner, New Zealand.

Children’s Information

Our website and products are not directed primarily at children.

Orders must be placed by an adult or with the involvement of a parent or legal guardian.

We do not knowingly collect personal information directly from children where it is not reasonably required.

If you believe a child has provided personal information to us without appropriate authority, please contact our Privacy Officer.

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to:

• our business;
• website features;
• service providers;
• privacy practices; or
• legal and regulatory requirements.

The updated policy will be posted on this website with a revised “Last updated” date.

Changes will apply from the stated effective date.

Contact and Privacy Officer

For privacy questions, access or correction requests, or complaints, contact:

Privacy Officer
Trading name: Brothers Home Supply
Legal business name: Brothers Home Service Ltd
Email: sales@brothershomeservice.co.nz
Phone: 022 637 1129
Office address: 23A Ian Marwick Place, Birkenhead, Auckland 0626, New Zealand

The office address is for business and privacy correspondence only and is not automatically a product return address.