Last updated: 10 October 2026

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Helping with a return often means handling names, addresses, order details and shipping labels. This policy explains how Regret Desk handles that information.
 

1. Who we are

Regret Desk is a service provided by Ozari Collective (ABN 39 400 756 232).

In this policy, “we”, “us” and “our” refer to that business.

This policy covers personal information handled through the Regret Desk website, enquiries and returns-assistance services.
 

2. Information we collect

Depending on how you interact with us, we may collect:

• Your name and contact details.

• Collection, shipping and return addresses.

• Retailer details, order references and return authorisations.

• Return labels, instructions and documents you provide.

• Parcel contents, declared value and relevant handling requirements.

• Service records, correspondence, lodgement receipts and tracking details.

• Payment confirmations and transaction references.

• Technical information generated when you use our website, such as your IP address, browser type and pages visited.

We aim to collect only information reasonably needed for the relevant purpose.

Please avoid sending unrelated identity documents, financial information or sensitive personal information.
 

3. How we collect information

We generally collect information directly from you when you:

• Submit a website form.

• Contact us by email, phone or social media.

• Bring an item into our premises.

• Provide return documents or instructions.

• Purchase or use our services.

We may also receive relevant information from a retailer, carrier or payment provider while handling your requested service.

If you provide information about another person, please ensure you have authority to do so.
 

4. Why we use your information

We use personal information to:

• Respond to enquiries.

• Assess and arrange the requested service.

• Prepare labels, packaging and return documentation.

• Lodge parcels and provide tracking updates.

• Process payments and maintain transaction records.

• Contact you about deadlines, problems or collection.

• Resolve complaints and investigate service issues.

• Protect our premises and systems.

• Meet applicable legal and recordkeeping obligations.

If you do not provide information needed for a return, we may be unable to complete the service. Where practical, we will explain what is needed and why.
 

5. Sharing information

We may share information relevant to your service with:

• The retailer or marketplace receiving your return.

• The nominated postal or courier provider.

• Payment providers.

• Providers supporting our website, communications, booking, storage and business systems.

• Professional advisers where reasonably necessary.

• Authorities or other parties where required or authorised by law.

We aim to limit information shared to what is reasonably needed for the relevant purpose.

We do not sell your personal information.

Retailers, carriers and other providers may also handle information under their own privacy policies.
 

6. Account access and payments

Please do not send us your retailer account password.

If you need help accessing a return portal, remain present and enter your own login details. Please sign out when finished.

Payments made through external payment services are handled under those providers’ arrangements. We may receive transaction details and payment confirmations.

Please do not send full card details by email or through an enquiry form.
 

7. Storage and security

Personal information may be held in service records, emails, business systems and paper documents.

We take reasonable steps to protect information against misuse, loss and unauthorised access, modification or disclosure. Access should be limited to team members and providers who need it for their work.

No system can guarantee absolute security. If we become aware of an incident involving personal information, we will assess it and take appropriate action, including notifications where required by law.
 

8. Overseas providers

Some technology providers may store or process information outside Australia.

[Before publishing, identify the providers you use and insert the countries where personal information is likely to be disclosed, where practicable.]

We will take steps required by applicable law when using overseas providers. You can contact us with questions about where your information is handled.
 

9. How long we keep information

We retain information for as long as reasonably needed to provide the service, maintain necessary records, resolve disputes and meet legal obligations.

When information is no longer needed, we take reasonable steps to securely destroy or de-identify it, subject to applicable recordkeeping requirements.

You may ask us to delete information. Some records may need to be retained for legal, accounting or dispute-resolution purposes.
 

10. Website cookies

Our website may use cookies or similar technologies to support its operation and understand how it is used.

[Before publishing, confirm which cookies, analytics and advertising tools are enabled and describe their purposes here.]

You can manage cookies through your browser settings and any cookie controls available on the website. Disabling some cookies may affect website functionality.
 

11. Marketing and photographs

Service messages, such as return updates and collection notifications, are separate from marketing communications.

We send marketing messages where you have consented or where otherwise permitted by law. You can unsubscribe using the instructions in the message or by contacting us.

Using Regret Desk does not automatically subscribe you to marketing.

We will seek permission before publishing identifiable customer images or return documents for promotional purposes. Customer names, addresses, labels and order details should not be visible in public promotional content without permission.
 

12. Premises security

If you visit our premises, security cameras may record images for safety, security and incident investigation.

Security footage is handled separately from promotional photography. Relevant footage may be provided to authorities or other parties where reasonably necessary and permitted by law.
 

13. Access and correction

You can ask to access personal information we hold about you or request a correction by contacting us.

We may need to verify your identity before releasing information or making changes.

We will respond within a reasonable time. If we cannot fulfil a request, we will explain the reason, subject to applicable law.
 

14. Privacy questions and complaints

If you have a privacy concern, please contact us with enough detail for us to investigate.

We will acknowledge your complaint, review the relevant records and aim to provide a response within 30 days. If more time is needed, we will let you know.

If you remain dissatisfied, you may contact an appropriate regulator or complaints body. Where the Privacy Act applies and the matter falls within its jurisdiction, this may include the Office of the Australian Information Commissioner at www.oaic.gov.au.
 

15. Changes to this policy

We may update this policy as our services or information-handling practices change.

The current version will be available on our website with its last-updated date. We will provide any additional notice required by law.
 

16. Contact us

For privacy enquiries, access requests or complaints:

Email: hello@ozaricollective.com.au
Phone: (02) 9158 8528
Post or visit: Ozari Collective, Shop 63/14–16 Woodville Street, Hurstville NSW 2220.