Privacy policy

Last updated 17 July 2026

This policy explains how Synced Home (trading as Synced, ABN 49 694 337 758, “we”, “us”, “our”) collects, uses, holds and discloses your personal information when you visit synced.com.au, buy from us, or get in touch. We handle your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By using our site or placing an order, you agree to the practices set out below. If you do not agree with this policy, please do not use the site.

What we collect

We only collect information we need to run the store and support you. Depending on how you use Synced, that can include:

• Identity and contact details:your name, email address, delivery and billing address, and phone number if you give it to us.
• Order and transaction details:what you bought, order value, delivery details, and a record of your purchases, returns and warranty claims.
• Account details:if you create an account, your login email and a securely hashed password (or, if you use Google sign-in, the basic profile Google shares with us), plus saved addresses and preferences.
• Payment information:card payments are handled by our payment provider, Stripe. We receive a confirmation and limited details (such as the card type and last four digits), but we do not collect or store your full card number.
• Warranty and returns evidence:if you lodge a warranty claim, any photos or details you upload to support it.
• Communications:the content of enquiries, support requests, live-chat conversations, and reviews you submit.
• Technical and usage information:your device and browser type, IP address, pages viewed, and how you move through the site, collected through cookies and similar technologies.
• Advertising information:if you reach us by clicking a Google ad, the click identifier Google adds to the link, so we can tell which ad brought you here and whether it led to a purchase (see Advertising below).

How we collect it

• Directly from you:when you create an account, place an order, contact support, use live chat, sign up to emails or SMS, or leave a review.
• Automatically:through cookies and analytics as you browse (see Cookies and analytics below).
• From our service providers:for example, Stripe confirms the outcome of a payment, Google confirms your identity if you use Google sign-in, and delivery carriers confirm delivery.

How we use your information

We use personal information to:

• process and deliver your orders, and manage returns, refunds and warranty claims;
• create and manage your account, and keep it secure;
• respond to your enquiries and provide customer support, including live chat;
• send you order and service messages, such as confirmations and shipping updates, by email and SMS;
• send you marketing by email or SMS where you have opted in, and which you can opt out of at any time;
• improve the site, our products and your experience, including through analytics;
• measure whether our advertising works, by matching a purchase back to the ad that brought you here;
• protect the site and our customers from spam, fraud and abuse; and
• meet our legal, tax and regulatory obligations.

Who we share it with

We do not sell your personal information. We share it only where we need to in order to run the store, and with providers who are bound to protect it and use it only for the services they provide to us. These include:

• Commerce platform:Medusa Cloud, which runs our store and holds your account and order records.
• Payments:Stripe (and PayPal, if you choose it), to take and secure your payment.
• Delivery:the carriers that ship your order (such as Australia Post and Aramex), so they can deliver to you and provide tracking.
• Email and SMS:Postmark for order and service emails, and Klaviyo for marketing emails and SMS.
• Hosting, security and media:Cloudflare, which hosts and delivers the site, stores warranty-claim photos, and protects our forms from spam and abuse using Cloudflare Turnstile (see the Turnstile Privacy Addendum).
• Search:Typesense, which powers on-site search.
• Analytics:PostHog, to understand how the site is used and improve it.
• Advertising:Google (Google LLC), to measure whether our Google ads lead to purchases. This applies only if you arrive from one of our Google ads (see Advertising below).

We may also disclose information where required or authorised by law, to protect our rights or the safety of others, or as part of a business sale or restructure (in which case any new owner would be bound by this policy).

Payments

Payments are processed securely by Stripe. Your card details are entered into Stripe's systems and are not passed through or stored on our servers. Stripe handles your payment information under its own privacy terms and applicable card-industry security standards.

Cookies and analytics

We use cookies and similar technologies to keep the site working, remember your cart and preferences, and understand how the site is used. Essential cookies are needed for the site to function, such as keeping you signed in and holding your cart. Analytics cookies (via PostHog) help us see which pages and products people find useful so we can improve them. If you arrive from one of our Google ads, an advertising cookie is also set, which we explain under Advertising below.

You can control or delete cookies through your browser settings. Blocking essential cookies may stop parts of the site, such as checkout, from working properly.

Advertising

We advertise on Google. To see whether those ads actually lead to sales, we use Google Ads conversion tracking, which is provided by Google LLC.

This tracking does not run for everyone. Google's advertising tag only loads if you arrive from one of our Google ads, or if you have clicked one of our ads recently, which Google's advertising cookie records. If you have not come to us through a Google ad, the tag is not loaded and nothing is sent to Google. Our analytics (PostHog) and essential cookies are separate from this and are described above.

Where the tag does load, it involves:

• Ad click identifiers:the identifier Google adds to the link when you click an ad (such as gclid, gbraid or wbraid), which tells us the visit came from an ad.
• Google's advertising cookie:Google's tag sets a cookie in your browser (_gcl_aw) to remember that ad click, so that a purchase made later can still be matched back to it. It expires on its own, and you can delete it through your browser settings at any time.
• Enhanced conversions:if you complete a purchase after arriving from an ad, details from your order (your email address, your name, and your billing or delivery address) are converted into a scrambled, unreadable form (a hash) by Google's tag inside your browser, and that scrambled form is sent to Google. Google uses it only to match the purchase to the ad click, not to build a profile for us. Your details are not sent to Google in readable form, and this only happens on a purchase that followed one of our ads.

If you would rather not be included, you can decline Google's advertising cookie or clear it in your browser settings, use Google's own ad settings, or simply reach the site directly rather than through an ad. Declining has no effect on your ability to browse, order or get support.

Storing and protecting your information

We take reasonable steps to protect your personal information from misuse, loss, and unauthorised access, including access controls, encryption in transit, and using reputable providers for hosting and payments. No method of transmission or storage is completely secure, so we cannot guarantee absolute security, but we work to protect your information and to respond quickly if something goes wrong.

How long we keep it

We keep personal information only for as long as we need it. If you delete your account, we remove account-level data within 30 days. We keep order and transaction records for as long as the law requires (for example, tax and consumer-law records), even after an account is closed. When we no longer need information, we take reasonable steps to delete or de-identify it.

Overseas disclosure

Some of our providers store or process information outside Australia. In particular, our commerce platform (Medusa Cloud) is hosted in Singapore, and providers such as Stripe, Klaviyo, Cloudflare and PostHog may process information overseas. Where you arrive from a Google ad, the conversion information described under Advertising, including the scrambled order details used for enhanced conversions, is disclosed to Google LLC in the United States. Where this happens, we take reasonable steps to ensure your information continues to be handled consistently with the Australian Privacy Principles.

Your choices and rights

• Access and correction:you can ask for a copy of the personal information we hold about you, and ask us to correct anything that is wrong. Contact us using the details below.
• Marketing opt-out:you can unsubscribe from marketing emails or SMS at any time using the link or reply in any marketing message, or by contacting us. We will still send you necessary messages about your orders.
• Complaints:if you think we have mishandled your information, contact us and we will investigate. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

Children

Synced is intended for adults. We do not knowingly collect personal information from children. If you believe a child has given us their information, please contact us and we will delete it.

Changes to this policy

We may update this policy from time to time. The current version will always be on this page, with the “last updated” date at the top. Significant changes will be made clear on the site.

Contact us

For any privacy question or request, or to access or correct your information, contact us at support@synced.com.au.

Synced Home · ABN 49 694 337 758
Victoria, Australia