Privacy Policy

1. Introduction

Pellet Hub is a subsidiary of Fourth Element Group. We respect your privacy and are committed to protecting your personal information. This policy explains how we collect, use, disclose, and protect your information in accordance with the New Zealand Privacy Act 2020.

Our website address is: https://pellethub.co.nz.

2. What Information We Collect

We may collect the following personal information:

  • Contact details: name, email, phone number, billing and shipping address.
  • Order and transaction details: purchases, payment information.
  • Communication preferences: email, SMS, voice.
  • Technical data: IP address, browser type, cookies, device data, analytics.
  • Customer support queries.
  • Information provided through comments, reviews, or uploaded media.
  • Optional account details: username and password if you create an account.
  • For minors: If you are under 16, you should only use our services with the involvement of a parent or guardian. We do not knowingly collect personal data from children without appropriate consent.

3. How We Use Your Information

We use your information to:

  • Process and deliver orders.
  • Provide customer service and respond to enquiries, refunds, and complaints.
  • Send you account or order updates.
  • Send marketing communications (email, SMS, or voice) where you have consented.
  • Re-engage you with promotions and offers (with clear opt-out options).
  • Comply with legal obligations (e.g. calculating taxes).
  • Prevent fraud and ensure secure transactions.
  • Improve our website and services.

4. WooCommerce & Orders

While you visit our site, we may track:

  • Products you’ve viewed (to show recently viewed items).
  • Location, IP address, and browser type (for shipping and tax estimation).
  • Shipping address (to calculate shipping before checkout and deliver your order).

When you purchase, we collect your name, billing/shipping address, email, phone number, payment details, and optional account details. If you create an account, we store your information for faster checkout in future.

5. Cookies & Tracking

Our site uses cookies to store login details, shopping cart contents, and display preferences. For example:

  • Login cookies last 2 days (or 2 weeks if “Remember Me” is selected).
  • Screen option cookies last 1 year.
  • Comments cookies last 1 year.
    We also use Google Analytics to understand site traffic and improve services.

6. Media & Embedded Content

  • If you upload images, avoid including embedded location data (EXIF GPS). Visitors can download and extract location data.
  • Articles may include embedded content (videos, images, etc.), which behaves as if you visited the other site directly. Those sites may collect data, use cookies, and track your interactions.

7. Third-Party Processing

We share information with trusted third parties to provide our services, including:

  • Payment gateways (e.g. POLi, Stripe).
  • Couriers and logistics providers.
  • CRM and email/SMS platforms.
  • Analytics and advertising platforms.
    These providers act only on our instructions and under contractual safeguards.

8. Cross-Border Transfers

Some personal information may be stored or processed outside New Zealand. Where this occurs, we ensure that comparable safeguards are in place, or we will seek your express consent before transfer.

9. Data Retention

  • Order information: retained for 10 years for tax and accounting purposes.
  • Comments and reviews: retained indefinitely.
  • Account details: stored until you request deletion.
  • Customer support queries: typically retained for 24 months.

10. Who on Our Team Has Access

Authorised Administrators and Shop Managers can access order and account information to fulfil orders, process refunds, and provide support.

11. Your Rights

You have the right to:

  • Access your personal information.
  • Correct inaccuracies.
  • Request deletion of your data.

We will respond to all requests within 20 working days, as required by law. You can opt out of marketing anytime by clicking “unsubscribe” in emails, replying STOP to SMS, or contacting us directly.

12. Security

We take reasonable technical, organisational, and contractual steps to protect your data from loss, misuse, or unauthorised access.

13. Breach Notification

If a privacy breach occurs that is likely to cause serious harm, we will notify affected individuals and the NZ Privacy Commissioner.

14. Complaints

If you believe your privacy rights have been breached, please contact us at [email protected].
You may also contact the Office of the Privacy Commissioner: www.privacy.org.nz.

15. Updates

We may update this policy. If significant changes are made, we will notify you by email or SMS and provide an opt-out option before new uses of your data take effect.

Last Updated: Oct 2025