Privacy policy

Last updated: September 4, 2026

Privacy Policy

Last updated: 4 September 2026

This Privacy Policy explains how RAWBALANCE collects, holds, uses and discloses personal information when you visit rawbalance.com.au, purchase our products, contact us or otherwise interact with our services.

RAWBALANCE is operated by Matias Wisteihn Kure, ABN 98 651 243 322. Our online store is hosted by Shopify.

By using our website or providing personal information to us, you acknowledge that you have read this Privacy Policy. Where consent is required by law, we will request it separately.

Personal Information We Collect

The personal information we collect depends on how you interact with RAWBALANCE and may include:

  • Your name, email address, postal address and phone number.

  • Billing and delivery information.

  • Order details, purchase history, returns and refund information.

  • Payment status, payment method and transaction details.

  • Account details and preferences if customer account functionality is available.

  • Communications you send to us, including customer service enquiries, product questions, reviews and feedback.

  • Information about how you use our website, including pages viewed, links selected, products viewed, cart activity and interactions with our advertisements.

  • Technical information such as your IP address, browser, device type, operating system, approximate location and cookie or advertising identifiers.

  • Marketing preferences and information about your interactions with our emails, messages and advertisements.

  • Photos or videos you voluntarily provide in connection with customer service, product use, returns or warranty enquiries.

  • Health, injury or physical-condition information that you voluntarily provide when asking us how RAWBALANCE may be used.

We do not directly receive or store your complete payment card number when your payment is processed through Shopify or another payment provider. Payment information is processed by the applicable payment provider in accordance with its own privacy practices.

Health and Injury Information

You may voluntarily tell us about an injury, previous injury, pain, physical limitation, training history or other health-related information when contacting RAWBALANCE.

Health information is sensitive personal information. We only collect and use this information where you have voluntarily provided it and consented to its use for the purpose of responding to your enquiry.

We may use the information to provide general product-use or training information relevant to your enquiry. Where appropriate, your enquiry may be reviewed by a person with relevant training or qualifications.

We will not use health or injury information for targeted advertising or unrelated marketing.

Please do not provide more health information than is reasonably necessary for your enquiry. RAWBALANCE does not provide medical diagnosis, treatment or emergency medical services through its website or customer support channels.

If you require medical advice, diagnosis, treatment or rehabilitation assistance, consult an appropriately qualified and registered healthcare professional in your jurisdiction. Do not rely solely on information provided by RAWBALANCE when making decisions concerning an injury or medical condition.

How We Collect Personal Information

We may collect personal information:

  • Directly from you when you place an order, contact us, subscribe to marketing, submit a review, request a return or otherwise provide information.

  • Automatically when you use our website, including through cookies, pixels and similar technologies.

  • From Shopify and our payment, fulfilment, delivery, customer service and technology providers.

  • From marketing, advertising and analytics providers.

  • From social media platforms when you interact with RAWBALANCE or our advertisements.

  • From other parties where you have authorised the disclosure or where permitted by law.

If you provide us with personal information about another person, you should ensure that you are authorised to provide it.

Why We Use Personal Information

We may collect, hold and use personal information to:

  • Process payments and fulfil orders.

  • Arrange delivery, tracking, returns, refunds and warranty claims.

  • Communicate with you about your order or enquiry.

  • Provide customer support.

  • Respond to product-use, training, health or injury-related enquiries.

  • Operate, maintain, secure and improve our website and services.

  • Detect and prevent fraud, unauthorised transactions and security incidents.

  • Measure website performance and understand how customers use our website.

  • Personalise website content and advertising.

  • Send marketing communications where you have subscribed or where otherwise permitted by law.

  • Manage reviews, promotions and customer feedback.

  • Comply with legal, taxation, accounting and regulatory requirements.

  • Establish, exercise or defend legal claims.

  • Enforce our terms and protect RAWBALANCE, our customers and other people.

We will not sell personal information in the ordinary meaning of selling customer lists or contact details for money.

Marketing Communications

If you subscribe to our marketing or otherwise consent to receive marketing, we may send you promotional emails or other permitted communications.

We may use service providers, such as Klaviyo, Shopify or similar platforms, to manage these communications.

You can unsubscribe at any time using the unsubscribe link in a marketing email or by contacting us at info@rawbalance.com.au.

Unsubscribing from marketing will not prevent us from sending necessary transactional messages concerning orders, returns, refunds, security or customer service.

We may retain limited information about your unsubscribe request so that we can continue to respect it.

Cookies, Analytics and Advertising

We and our service providers may use cookies, pixels, tags and similar technologies to:

  • Keep the website functioning.

  • Remember preferences and cart contents.

  • Process and secure transactions.

  • Measure website traffic and performance.

  • Understand how visitors interact with the website.

  • Measure advertising effectiveness.

  • Show more relevant advertisements on other websites and platforms.

These service providers may include Shopify, Meta, Google, TikTok and other analytics or advertising platforms used by RAWBALANCE from time to time.

Some advertising technologies may recognise or link your activity across different websites, apps or devices. The information collected may include your IP address, device identifiers, website activity, advertisement interactions and approximate location.

You can control certain cookies through your browser settings. Blocking some cookies may affect website functionality. You may also be able to manage advertising preferences directly through Meta, Google, TikTok or other relevant platforms.

Where required by applicable law, we will obtain consent before using non-essential cookies or similar technologies.

When We Disclose Personal Information

We may disclose personal information where reasonably necessary to:

  • Shopify, which hosts and supports our online store.

  • Payment processors and financial institutions.

  • Warehousing and fulfilment providers, including AMS.

  • Postal, courier and delivery providers.

  • Email, communication and customer support platforms.

  • Marketing, advertising and analytics providers, which may include Meta, Google, TikTok and Klaviyo.

  • Website hosting, cloud storage, security, fraud-prevention and information-technology providers.

  • Review, survey, promotion and product-feedback providers.

  • Professional advisers such as accountants, insurers and legal advisers.

  • Government authorities, regulators, courts or law-enforcement agencies where required or permitted by law.

  • A purchaser, adviser or relevant party in connection with a proposed or completed sale, restructuring or transfer of all or part of the RAWBALANCE business.

We require service providers to handle personal information only for authorised purposes and subject to their applicable contractual and legal obligations.

Some third-party platforms may independently determine how they process information. Their own privacy policies may also apply.

Shopify

Our online store is hosted by Shopify. Shopify collects and processes personal information to provide its ecommerce, payment, security and related services.

Information submitted through our store may be shared with Shopify and its service providers and may be processed outside Australia.

You can learn more in the Shopify Consumer Privacy Policy.

Overseas Disclosure

Some of our service providers operate or store information outside Australia. As a result, personal information may be disclosed to or processed in countries including Canada, the United States and other countries in which Shopify, Meta, Google, TikTok, Klaviyo or our other service providers operate.

Privacy protections in those countries may differ from those applying in Australia.

Where required, we take reasonable steps to ensure overseas recipients handle personal information consistently with applicable Australian privacy requirements. However, some providers may independently handle information under their own privacy policies and legal obligations.

Data Retention

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to comply with applicable legal, accounting, taxation, warranty and dispute-resolution requirements.

In general:

  • Order and transaction records may be retained for at least five years or for any longer period required by law.

  • Return, refund and warranty records may be retained for the applicable warranty period and a reasonable period afterwards.

  • Marketing information may be retained until you unsubscribe or request deletion, subject to any information required to record and respect your opt-out.

  • Customer service communications may be retained while reasonably required to resolve the enquiry, manage a dispute or protect legal rights.

  • Health or injury information will be retained only for as long as reasonably necessary to respond to the enquiry or comply with legal obligations.

When personal information is no longer reasonably required, we will take reasonable steps to delete it or de-identify it, unless retention is required or permitted by law.

Security

We take reasonable technical and organisational measures to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

No website, transmission or storage system is completely secure. You should not send unnecessary sensitive information through unsecured communication channels.

If we become aware of a data breach, we will investigate it and take appropriate action. Where required under applicable law, we will notify affected individuals and the Office of the Australian Information Commissioner.

Access and Correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.

To make a request, contact info@rawbalance.com.au.

We may need to verify your identity before responding. In certain circumstances permitted by law, we may refuse or limit access. If this occurs, we will explain the reason where required.

Deletion Requests

You may ask us to delete personal information we hold about you.

We will consider the request and delete information where reasonably possible. We may need to retain certain information to complete transactions, comply with legal obligations, maintain financial records, handle disputes, prevent fraud or record a marketing opt-out.

Children’s Privacy

Our website and products are not directed specifically at children under 16, and we do not knowingly collect personal information directly from children under 16 without appropriate involvement or consent from a parent or guardian.

If you believe a child has provided personal information to us without appropriate consent, contact us so that we can investigate and, where appropriate, delete it.

Third-Party Websites

Our website may contain links to websites, social media platforms or services operated by third parties.

RAWBALANCE is not responsible for the privacy, content or security practices of third-party websites. Review the applicable third party’s privacy policy before providing personal information.

Privacy Complaints

If you have a concern or complaint about how RAWBALANCE has handled your personal information, contact us at info@rawbalance.com.au and provide sufficient details for us to investigate.

We will acknowledge your complaint and aim to respond within 30 days. If additional time is required, we will let you know.

If you are not satisfied with our response and the Privacy Act 1988 applies, you may contact the Office of the Australian Information Commissioner:

www.oaic.gov.au/privacy/privacy-complaints

Changes to This Privacy Policy

We may update this Privacy Policy when our practices, service providers or legal obligations change.

The updated version will be published on this website with a revised “Last updated” date. Where required, we will provide additional notice or obtain consent.

Contact

For questions, privacy requests or complaints, contact:

RAWBALANCE
Operated by Matias Wisteihn Kure
ABN: 98 651 243 322
Email: info@rawbalance.com.au
Address: Seabeach Avenue, Mona Vale NSW 2103, Australia