Privacy policy

PRIVACY POLICY

1. INTRODUCTION

This Privacy Policy discloses how we collect, store, use, and disclose the personal information of our customers and employees. This Policy complies with the New Zealand Privacy Act 2020 (hereinafter referred to as the "Privacy Act").

This Privacy Policy applies to the personal information we collect, hold, and utilise in the course of conducting our business activities, communications, and interactions—including those carried out in Pikus stores and through our online platforms.

In this Policy, "personal information" has the same meaning as defined in the New Zealand Privacy Act 2020.

We reserve the right to amend this Policy at any time. All amendments will be updated and published on our official website.

You are not obligated to provide your personal information to us. However, if you engage with Pikus (e.g., by subscribing to communications, purchasing our products in-store or online, or creating an account), you will be deemed to have agreed to the terms of this Privacy Policy.

2. WHAT PERSONAL INFORMATION DO WE COLLECT?

Personal information refers to data relating to the details of a customer or employee, as defined and governed by the Privacy Act.

All personal information Pikus collects about customers and employees is obtained with the express consent of the respective individuals. Pikus may only obtain, store, and use information that is voluntarily shared by you. Your access to any Pikus website constitutes your agreement to this collection principle.

The personal information Pikus may collect includes, but is not limited to:

  • Your full name, delivery address, telephone number(s), email address, and any other online contact details;
  • Your date of birth;
  • Details of products purchased from us (whether online or in-store);
  • Payment and billing information provided in connection with online or in-store purchases;
  • Additional information provided for Pikus initiatives and/or the "Subscribe & Save" programme;
  • Data shared by you for the purpose of providing feedback or reviews;
  • Information collected when you access the Pikus website—including your IP address. We are entitled to collect information from our sites via cookies (small data files). When you visit our website, you consent to our access to the information provided by these cookies;
  • Information regarding your browsing activity on our website, including (but not limited to) the date and time of your visit(s), duration of your visit, pages and products viewed, and the type of browser you use.

3. HOW WE COLLECT AND HOLD INFORMATION

The scope of personal information collected by Pikus depends on the nature of your engagement with us. For example, placing an online order will require the provision of more personal information than simply subscribing to an email list.

3.1 Collection Methods

Pikus collects personal information directly from you when you provide it to us. This includes, but is not limited to:

  • When you shop in-store or online;
  • When you participate in subscription services (e.g., our email list, Pikus Club, or "Subscribe & Save");
  • When you contact our customer service team.

Pikus may also collect personal information indirectly through our website and social media platforms.

3.2 Storage and Protection

We take all reasonable and necessary measures to protect your personal information from misuse, loss, unauthorised access, modification, or disclosure.

Your personal information is held in our secure customer database and managed in strict compliance with the Privacy Act. Personal information will only be released if:

  • You provide direct, explicit permission; or
  • Release is required by law.

4. WHY DO WE COLLECT PERSONAL INFORMATION?

Pikus collects, uses, and discloses your personal information to support the operation of our business. Access to this information enables us to enhance our customer service, improve user experience, and optimise our business operations.

Specifically, Pikus holds, uses, and discloses your personal information for the following purposes:

  • To provide Pikus’s products and services to you;
  • To communicate with you, respond to your inquiries, and provide relevant information or advice;
  • To improve and personalise your experience with Pikus (e.g., during in-store visits, online interactions, or other business engagements);
  • To provide you with access to information about products that may interest you—including details of in-store events and product specifications;
  • To inform and update customers about changes to industry regulations and Pikus’s internal policies;
  • To notify customers of updates to this Privacy Policy and our terms and conditions;
  • To process payments and orders, issue refunds and discounts, and complete other transactions;
  • To manage our stores, oversee supply logistics and inventory, and perform administrative and operational functions;
  • To investigate breaches of our terms of service or terms and conditions;
  • To prevent fraud, loss, and theft.

5. HOW DO WE DISCLOSE YOUR INFORMATION?

Pikus assumes full responsibility for protecting your personal information and does not sell your personal information to any third party.

We may disclose your personal information only:

  • To fulfill the purposes outlined in Section 4 above;
  • Where permitted or required by law;
  • As otherwise specified in this Privacy Policy.

5.1 Disclosure to Domestic Third Parties

For the purposes listed in Section 4, we may disclose your personal information to the following domestic third parties:

  • Our related companies;
  • Pikus’s contractors and service providers (on a confidential, end-to-end encrypted basis). This includes, but is not limited to, research agencies, website development agencies, payment service providers, IT systems administrators, couriers, payment processors, legal advisors, and business partners;
  • Suppliers of products and services (for purposes such as delivery, product warranty, and recall);
  • Any person or entity to whom disclosure is required or permitted by law—including the NZ Police, ambulance services, and New Zealand government departments or regulators (in connection with law enforcement or emergency services).

All third parties receiving your personal information are legally obligated to:

  • Protect the information from unauthorised use or disclosure;
  • Comply with the requirements of the Privacy Act.

5.2 Disclosure to Overseas Third Parties

On occasion, we may transfer your personal information to third parties located outside New Zealand. Such transfers may occur in the following circumstances:

  • We engage service providers based overseas;
  • You request a product or service that involves an international component;
  • We are required to comply with foreign legal or regulatory requirements;
  • An international payment is processed.

We impose strict obligations on all overseas recipients of your personal information, including:

  • Using the information solely for the purpose for which it was provided;
  • Ensuring compliance with our privacy obligations;
  • Implementing rigorous confidentiality and data protection measures.

6. HOW WE PROTECT YOUR PERSONAL INFORMATION

Your personal information is stored by Pikus in electronic form and protected by a combination of electronic and procedural safeguards.

Pikus is committed to ensuring the protection of your personal information—both within our own IT systems and within the IT systems of all third parties or service providers we engage.

Access to your personal information is restricted to:

  • Authorised Pikus personnel;
  • Associated third parties (who are bound by the Privacy Act and confidentiality obligations).

When Pikus no longer requires your personal information, it will remain protected and securely stored in our IT systems. Such information will not be further disclosed unless required by law.

7. SMS COMPLIANCE

Pikus may request your mobile phone number during the online checkout process when you initiate a purchase. By providing your mobile number for an order, you consent to receiving text notifications from us regarding order processing and shipping.

Your mobile phone number is required at checkout to complete your order (to enable contact with you if necessary). This information will be securely stored in our system and will not be shared unless legally required.

7.1 Unsubscribing from SMS Notifications

To unsubscribe from SMS notifications, you may:

  • Respond to any SMS message sent by Pikus with the keyword "STOP"; or
  • Use the unsubscribe link provided in the SMS to opt out of our SMS list.

Message and data rates may apply to SMS communications. For further inquiries, text "HELP" to the number from which you received the SMS, or contact our customer service team at contact@pikusvape.co.nz.

8. EMAIL MARKETING COMMUNICATIONS

Pikus may request your email address in the following scenarios:

  • When you complete an online order;
  • When you sign up to our database in-store;
  • When you opt in to receive email communications via our website.

Your email address will be protected in accordance with this Privacy Policy and the New Zealand Privacy Act 2020.

8.1 Mandatory vs. Optional Email Communications

  • Mandatory Emails: To complete an online order, you must provide your email address—this enables us to send you order confirmations, processing updates, shipping details, and other critical order-related information.
  • Optional Marketing Emails: You may also receive email marketing communications (e.g., product information). This functionality is automatically enabled at checkout, but you may opt out at any time.

8.2 Opting Out of Marketing Emails

You retain the right to opt out of receiving email marketing communications. Please note that opting out may result in you missing non-marketing, order-related information. For questions about your order status, contact our customer service team at contact@pikusvape.co.nz.

Email communications may also be used to notify you of important regulatory changes and updates to this Privacy Policy. Such information will also be made available on our official website.

9. HOW PIKUS UTILISES COOKIES AND IP ADDRESSES

Pikus uses cookies and IP addresses to enhance the online user experience on pikusvape.co.nz and across all related content we produce.

9.1 Cookies

A cookie is a small data file that enables us to create a unique, tailored experience for you. Cookies provide insights into your product preferences, which we use to improve our service and maintain an easy-to-navigate online platform.

Most web browsers are pre-configured to accept cookies. You may reset your browser settings to refuse all cookies; however, this may result in a less personalised user experience on our site.

9.2 IP Addresses

We may use your IP address to:

  • Analyse user trends and track traffic patterns;
  • Collect demographic information (e.g., location);
  • Safeguard against fraud and reduce operational risks.

10. PRIVACY POLICY UPDATE FOLLOWING A DATA BREACH

Pikus is committed to protecting your personal information through robust electronic and procedural safeguards. In the unlikely event of a suspected or confirmed data breach, we will:

  • Promptly investigate and contain the breach;
  • Notify you and relevant authorities if we determine the breach has resulted in, or is likely to result in, serious harm to your privacy.

11. ACCESS TO YOUR PERSONAL INFORMATION AND HANDLING OF INQUIRIES

11.1 Requesting Access or Corrections

At any time, you may:

  • Request access to the personal information we hold about you;
  • Request corrections to any inaccurate or incomplete personal information we hold.

To submit a request for access or correction, contact our customer service team (details below) or update your information directly via your Pikus account at https://www.pikus.co.nz/account/login.

All requests will be processed in accordance with the Privacy Act.

11.2 Additional Inquiries or Complaints

You also have the right to:

  • Request additional information about how we use your personal information;
  • Submit a complaint regarding our collection, use, or disclosure of your personal information.

For inquiries about the personal information we hold about you, or questions about this Privacy Policy, contact our customer service team (for New Zealand and Australia) at contact@pikusvape.co.nz.

11.3 Complaint Handling Process

Complaints related to this Privacy Policy may be submitted to our customer service team. We will:

  • Treat all complaints with respect and maintain confidentiality;
  • Acknowledge your complaint within a reasonable timeframe;
  • Use best efforts to resolve the complaint within 30 days.

If you remain dissatisfied with how we have handled your personal information, you may escalate your dispute to the New Zealand Office of the Privacy Commissioner. For more information, visit https://www.privacy.org.nz/your-rights/making-a-complaint-to-the-privacy-commissioner/.

12. CHANGES TO THE PIKUS PRIVACY POLICY

Pikus remains committed to safeguarding your personal information. As laws or internal business systems change, this Privacy Policy will be updated to reflect such changes.

  • Significant Changes: We will communicate significant updates to this Privacy Policy clearly via our website or email.
  • Minor Changes: Minor amendments may be implemented without prior notice, but will be published on our website immediately upon taking effect.