Your Privacy Matters Privacy Policy

Brooklands Pet Products Limited Privacy Policy

Last updated: 10/03/2026

Brooklands Pet Products Limited (“Brooklands”, “we”, “us”, “our”) is committed to protecting personal information and complying with the Privacy Act 2020 (New Zealand).

This Privacy Policy explains how we collect, use, store, and disclose personal information when you interact with us, including through our website, customer portal, phone, email, in person, and through other business interactions.

For the purposes of the Privacy Act 2020, Brooklands is the “agency” responsible for the personal information we hold.

1) What is “personal information”?

“Personal information” means information about an identifiable individual. This can include business contact information (for example, a person’s name and work email address) if it identifies a particular person.

2) What personal information we collect

We only collect personal information that we reasonably need to run our business and provide products and services.
Depending on how you interact with us, we may collect:

A. Identity and contact details

• Full name
• Job title / role (if relevant)
• Email address
• Phone number
• Delivery address and other address details

B. Business and account information (B2B)

• Company / organisation name and details
• Trading terms information (including credit status / account status where applicable)
• Customer account identifiers and relationship information (for example, the company you are linked to in our systems)
• Purchase and order history (including invoices, delivery details, and communications related to orders)

C. Communications

• Enquiries and correspondence with us (by email, phone, portal messages, online forms, or other channels)
• Any preferences you tell us (for example, preferred contact person)

D. Website and portal technical information
When you use our website or customer portal, we may collect:

• IP address
• Device and browser information
• Pages you view and actions you take on the site (for example, login events, page visits, cart actions)
• Referring URLs and approximate location (derived from IP address)
• Cookie and similar tracking information (see section 9)

What we don’t collect
We do not intentionally collect information that is unrelated to our business relationship with you. Please do not send sensitive personal information (for example, health information) unless we specifically ask for it for a clear reason.

3) How we collect personal information

We may collect personal information:
Directly from you, when you:

• place an order
• register for or use the customer portal
• contact us, make an enquiry, or request support
• apply for trading terms or update account details
  subscribe to communications

From someone authorised to act for you, such as:

• another person in your organisation
• an account administrator who manages user access

Automatically, when you use our website/portal (see section 9).
From third parties, where relevant and permitted, such as:

• delivery and logistics providers (delivery confirmations and tracking events)
• professional advisers (where needed for business operations)
• government agencies where required or permitted by law

If we collect personal information from a third party, we take reasonable steps to ensure you are aware, unless an exception under the Privacy Act applies.

4) Why we collect and use personal information

We collect and use personal information for the following purposes:

A. Providing goods and services

• processing orders and fulfilling deliveries
• managing returns, issues, and support requests
• communicating with you about your orders, deliveries, and account

B. Account and relationship management

• creating and administering customer and user accounts for the portal
• managing trading terms and account status (including credit status / hold status where applicable)
• maintaining accurate customer contact and delivery details

C. Business operations and improvement

• internal reporting, forecasting, and service improvement
• maintaining system security, preventing fraud, and monitoring for misuse
• troubleshooting and maintaining the performance and reliability of our website and systems

D. Marketing and business communications

• sending you updates about products, services, or business information that may be relevant to your account
• managing preferences and opt-outs
• We do not sell personal information.

E. Legal compliance

• complying with legal obligations (for example, tax, accounting, and record-keeping)
• responding to lawful requests from regulators or law enforcement

5) When providing information is required

Some personal information is required so we can supply goods and services or administer your account.

If you don’t provide required information:

• we may be unable to create or manage your portal account
• we may be unable to process your order or deliver goods
• we may be unable to offer or maintain trading terms (including credit facilities, if applicable)
• we may not be able to respond properly to enquiries or support requests
• Where practical, we will tell you what information is mandatory at the time we collect it.

6) Who we share personal information with

We may share personal information with trusted third parties where necessary to run our business and provide services, including:

• Delivery and logistics providers (for delivery and tracking)
• IT and hosting providers (for website/portal hosting, backups, security, monitoring)
• Customer support and communications tools (for sending service messages and support handling)
• Professional advisers (for example, accountants, auditors, lawyers)
• Government agencies where required or permitted by law
• Payment providers only if and when applicable (for example, if payment services are introduced)

We only share what is needed for the purpose, and we expect service providers to handle information securely and only for authorised purposes.

7) Overseas storage and disclosure

Some of our service providers may store or process personal information outside New Zealand (for example, cloud hosting, email and productivity services, analytics tools, security monitoring, or support platforms).

When we transfer personal information overseas, we take reasonable steps to ensure it is protected in a way that is consistent with the Privacy Act 2020. This may include one or more of the following safeguards:

• using providers located in countries with comparable privacy protections, and/or
• requiring contractual terms that protect the information (including use limitations, security requirements, and breach notification obligations), and/or
• relying on another permitted basis under the Privacy Act for overseas transfers.

If you would like more information about the countries in which your information may be stored or processed, you can contact our Privacy Officer (see section 14).

8) How we protect personal information

We take reasonable safeguards to protect personal information against loss, unauthorised access, misuse, alteration, or disclosure. These safeguards may include:

• access controls and role-based permissions
• multi-factor authentication where available
• encryption in transit (and at rest where appropriate)
• monitoring, logging, and security updates
• secure backups and disaster recovery practices

No system is completely secure. If you believe your interaction with us is no longer secure, please contact us as soon as possible.

9) Cookies, analytics, and similar technologies

We use cookies and similar technologies to make our website and customer portal work, to keep them secure, and to understand usage so we can improve performance and customer experience.

A. Types of cookies we may use

• Essential cookies: required for core site and portal functionality (for example, login sessions, security, load balancing).
• Preference cookies: remember settings such as region or user preferences (where enabled).
• Analytics cookies: help us understand how the website is used (for example, which pages are viewed, error rates, performance).
• Marketing cookies (if used): help measure the effectiveness of campaigns and may personalise marketing.

B. Managing cookies

You can control cookies through your browser settings. Disabling essential cookies may prevent the website/portal from working correctly.

C. Analytics data may be processed overseas

Some analytics or performance tools may process information overseas (see section 7).

10) Direct marketing and opting out

We may send you marketing communications that relate to our products or services. You can opt out at any time by:

• using the unsubscribe link in marketing emails (where provided), or
• contacting us using the details in section 14.

Even if you opt out of marketing, we may still send important transactional and service messages about your account, orders, or operational notices.

11) How long we keep personal information

We keep personal information only for as long as it is needed for the purposes described in this policy, unless we are required or permitted by law to keep it longer.
Typical retention drivers include:
account administration and support history
legal and tax record-keeping obligations (which can require retaining certain business records for a number of years)
resolving disputes and enforcing agreements
security, fraud prevention, and audit requirements
When information is no longer required, we take reasonable steps to delete or de-identify it, including within backups where practicable.

12) Access and correction requests

You have the right to request access to personal information we hold about you and to request correction of that information.

How to request access or correction
Contact our Privacy Officer using the details in section 14. Please include:

• your full name and contact details
• what information you want to access or correct
• enough detail for us to identify the relevant records

Identity verification

We may ask for reasonable proof of identity before providing information, to protect your privacy.

Timeframes

We will respond as soon as reasonably practicable, and generally within the timeframes required by the Privacy Act 2020 (typically within 20 working days unless an extension is permitted).

Charges

We may charge reasonable costs for providing access in limited circumstances, as allowed by the Privacy Act. If a charge may apply, we will tell you in advance.
If we refuse access or correction
If we refuse a request (in whole or part), we will explain why, to the extent required by law, and advise you of your right to complain to the Office of the Privacy Commissioner.

13) Privacy breaches

If we become aware of a privacy breach, we will take reasonable steps to:

• contain and assess the breach
• reduce harm where possible
• investigate and improve controls to prevent recurrence

If the breach is likely to cause serious harm, we will notify affected individuals and the Office of the Privacy Commissioner as required by the Privacy Act 2020.

14) Complaints

If you have concerns about how we handle personal information, please contact our Privacy Officer. We will acknowledge your complaint and work with you in good faith to resolve it.
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner (New Zealand).

15) Contact details (Privacy Officer)

Privacy Officer
Brooklands Pet Products Limited
21 McGiven Drive
New Plymouth 4371
New Zealand
Email: privacy@brooklands.co.nz
Phone: +64 6 753 5346

16) Changes to this policy

We may update this Privacy Policy from time to time to reflect changes to our practices, systems, or legal requirements.

The latest version will be published on our website with an updated “Last updated” date.