1. Who this policy applies to
This policy applies to our New Zealand and Australian websites, including havenbaby.co.nz and havenbaby.com.au, and to personal information we collect in connection with our online stores.
In New Zealand, we handle personal information in accordance with the Privacy Act 2020.
Where Australian privacy laws, including the Privacy Act 1988 (Cth) and Australian Privacy Principles, apply to us, we handle personal information in accordance with those requirements. We aim to apply consistent privacy standards across our New Zealand and Australian operations.
2. What information we collect
The information we collect depends on how you interact with Haven and may include:
Contact information — such as your name, email address, phone number, delivery address and billing address.
Order information — such as the products you purchase, order value, order history and subscription information where applicable.
Payment information — payments are processed by our payment providers. We receive information confirming your payment and transaction but do not receive or store your full payment card number.
Account information — information associated with your customer account, where you create one.
Communications — information you provide when you contact us, make an enquiry, provide feedback or interact with our customer service team.
Reviews and other content — information you choose to provide when submitting a product review or other content through our website, where these features are available.
Website and device information — such as your IP address, browser and device information, pages viewed, interactions with our website, approximate location and information about how you arrived at our website.
Marketing information — such as whether you have subscribed to marketing communications, your communication preferences and information about your interactions with our emails or advertising.
3. How we collect information
We generally collect personal information directly from you, including when you:
Place an order
Create or use an account
Subscribe to marketing communications
Contact us
Submit a form, review or enquiry
Browse or interact with our websites
Some information is collected automatically through cookies and similar technologies. More information about this is set out in section 6 below.
We may also receive information from third parties that help us operate Haven, such as Shopify, payment providers, subscription providers, marketing platforms and delivery partners.
Where we collect personal information about you indirectly, we will take reasonable steps to notify you where required by law.
4. Why we collect and use personal information
We may collect, use and disclose personal information where reasonably necessary to operate Haven, including to:
Process, fulfil, deliver and manage orders
Manage subscriptions, where applicable
Provide customer support and respond to enquiries
Administer customer accounts
Send information relating to your orders, account or subscriptions
Send marketing communications where you have consented to receive them
Understand how people use our websites and improve their experience
Measure the effectiveness of our marketing and advertising
Personalise or improve advertising where permitted
Prevent, detect and investigate fraud or misuse
Maintain the security of our websites and systems
Comply with legal, regulatory, tax and accounting requirements
Establish, exercise or defend legal claims where necessary.
We do not sell personal information to third parties for money.
5. Marketing communications
If you choose to receive marketing communications from Haven, we may send you information about products, offers, restocks, news and other Haven updates.
You can unsubscribe from marketing emails at any time using the unsubscribe link in the email. Where we send marketing text messages, you can opt out by following the instructions provided in the message, such as replying STOP.
Unsubscribing from marketing does not prevent us from sending transactional or service messages that are necessary to manage an order, subscription or account.
6. Cookies, analytics and advertising
Our websites use cookies and similar technologies to operate the site, understand how it is used and support our advertising.
These technologies may include:
Essential technologies — required for our websites and checkout to function, such as maintaining your shopping cart and providing security.
Analytics technologies — including Google Analytics and related Google services, which help us understand how visitors use our websites and identify ways to improve them.
Advertising technologies — including technologies provided by Meta and Google, which help us measure advertising performance, understand customer journeys and, where permitted, deliver more relevant advertising.
Depending on your location and the technology involved, you may be given options to accept, reject or manage non-essential cookies and tracking technologies through our cookie and privacy settings.
You can also control cookies through your browser settings. Disabling some cookies may affect how parts of our websites function.
7. Who we share information with
We may share personal information with trusted third parties where reasonably necessary to operate Haven.
These may include:
Shopify — our ecommerce platform and related commerce services.
Payment providers — to securely process payments.
Subscription providers — where you use a subscription or recurring purchase service.
Klaviyo — to manage marketing communications and related customer communications.
Review providers — where we offer functionality that allows customers to submit or view product reviews.
Google and Meta — for analytics, advertising, attribution and measurement.
Delivery and logistics providers — to fulfil and deliver orders.
Technology and service providers — where they provide services required to operate, maintain or secure our websites and business systems.
Professional advisers and authorities — such as accountants, insurers, professional advisers, regulators, courts or government authorities where reasonably necessary or required by law.
We require service providers to handle personal information appropriately and only provide information reasonably necessary for the services they provide.
8. Overseas disclosure and storage
Some of the service providers we use operate or store information outside New Zealand and Australia.
This means personal information may be processed or stored in other countries, including the United States and other locations where our service providers operate.
Where required by applicable privacy law, we take reasonable steps in relation to the protection of personal information disclosed or made available overseas.
9. Keeping personal information secure
We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.
We limit access to personal information to people and service providers who need it for legitimate business purposes and use established ecommerce and payment providers to handle sensitive transaction information.
Payments made through our website are processed through third-party payment services, and Haven does not store full payment card numbers.
No method of electronic transmission or storage is completely secure, so we cannot guarantee absolute security.
10. How long we keep information
We keep personal information for as long as reasonably necessary for the purposes for which it was collected and to meet our legal, accounting, tax and operational obligations.
Different types of information may be retained for different periods.
When personal information is no longer reasonably required, we will take reasonable steps to delete it or de-identify it where appropriate and where we are not required to retain it by law.
11. Accessing or correcting your information
You may have rights under applicable privacy laws to request access to personal information we hold about you or ask us to correct information that is inaccurate or out of date.
You can make a request by contacting hello@havenbaby.co.nz.
We may need to verify your identity before providing access to personal information and may refuse or limit a request where permitted by law. If that happens, we will explain our decision where required.
You may also contact us if you would like us to delete personal information we no longer need, close your account or update your marketing preferences. Some information may need to be retained for legal, accounting, fraud-prevention or other legitimate purposes.
12. Privacy complaints
If you have a question or concern about how Haven has handled your personal information, please contact us first at hello@havenbaby.co.nz so we can investigate and respond.
If you are not satisfied with our response, you may be able to make a complaint to the relevant privacy regulator:
New Zealand — Office of the Privacy Commissioner
privacy.org.nz
Australia — Office of the Australian Information Commissioner (OAIC)
oaic.gov.au
13. Privacy breaches
If a privacy breach occurs, we will investigate and respond to it and take reasonable steps to reduce any potential harm.
Where we are required by law to notify affected individuals or a privacy regulator about a breach, we will do so.
14. Children's privacy
Haven makes products for babies, toddlers and children, but our online stores and services are intended for parents, caregivers and other adults.
We do not knowingly seek to collect personal information directly from children through our online stores.
If you believe a child has provided personal information to us inappropriately, please contact hello@havenbaby.co.nz so we can investigate and take appropriate action.
15. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our business, websites, service providers, practices or legal obligations.
When we update it, we will change the Last updated date at the top of this policy. If a change is significant, we may provide additional notice where appropriate.
16. Contact us
If you have questions about this Privacy Policy, want to exercise a privacy right or have a privacy concern, contact:
Haven Nutrition Limited
hello@havenbaby.co.nz
New Zealand
