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Carlingford Music Centre, Australian premier piano and music store. Established in 1982.
320 Pennant Hills Rd, Carlingford NSW 2118 Phone: (02) 9873 2333 [email protected]
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Privacy Policy

Last updated: 1 October 2026

Overview

This Privacy Policy describes how Carlingford Music Centre (ABN 33 101 101 133) collects, holds, uses and discloses your personal information when you visit our website, shop in our Carlingford store, or otherwise interact with us. Throughout this policy, the terms “we”, “us” and “our” refer to Carlingford Music Centre.

We are committed to protecting your personal information and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). By using our website or providing us with your personal information, you consent to the practices described below.

Contents
  1. Section 1: Who We Are
  2. Section 2: Personal Information We Collect
  3. Section 3: How We Collect It
  4. Section 4: Why We Collect It
  5. Section 5: How We Use It
  6. Section 6: Disclosure To Third Parties
  7. Section 7: Cross-Border Disclosure
  8. Section 8: Cookies And Website Analytics
  9. Section 9: Marketing Communications
  10. Section 10: Storage And Security
  11. Section 11: Retention Of Information
  12. Section 12: Your Rights
  13. Section 13: Complaints
  14. Section 14: Children
  15. Section 15: Third-Party Links
  16. Section 16: Changes To This Policy
  17. Section 17: How To Contact Us

Section 1: Who We Are

Carlingford Music Centre is an independent Australian family-owned business operating since 1982. Our registered details are:

  • Trading name: Carlingford Music Centre
  • ABN: 33 101 101 133
  • Address: 320 Pennant Hills Road, Carlingford NSW 2118
  • Phone: (02) 9873 2333
  • Email: [email protected]

We are the data controller of personal information collected through this website and our physical store.

Section 2: Personal Information We Collect

“Personal information” has the meaning given by the Privacy Act 1988 (Cth). Generally, it is information or an opinion about an identified individual, or someone who is reasonably identifiable. The categories of personal information we may collect include:

Identity and Contact Information

  • Full name
  • Email address
  • Phone number
  • Billing and delivery addresses
  • Date of birth (only if relevant, for example to verify identity for warranty claims)

Order And Account Information

  • Order history, including products purchased, dates and amounts
  • Returns, exchanges, repair and warranty service requests
  • Customer support tickets and chat transcripts with our team
  • Reviews you submit (associated with your name as you provide it)
  • Account login details, with passwords always stored hashed and never readable by staff

Payment Information

When you pay online, your card details are entered directly into our payment provider’s secure form (Stripe, PayPal, Afterpay or similar) and we do not see or store the full card number. We retain only the last four digits, the card type and the transaction reference for reconciliation and fraud prevention.

Technical Information

  • IP address
  • Browser type and version
  • Device type and operating system
  • Referring URL and pages visited on our site
  • Date and time of visit
  • Search terms entered on our site

Optional Information You Choose To Share

  • Photos and short reviews submitted with product feedback
  • Information shared in chat or via email correspondence
  • Newsletter subscription preferences

Section 3: How We Collect It

We collect personal information from you directly in the following ways:

  • When you create an account or place an order on our website
  • When you make a purchase in our Carlingford store
  • When you contact us by phone, email, live chat, or our online ticket form
  • When you submit a product review or share a photo or video with a review
  • When you subscribe to our newsletter or marketing communications
  • When you fill in a service or repair request form
  • When you participate in a survey, promotion or competition we run
  • Automatically, when you browse our website (for example via cookies and analytics, see Section 8)

Where it is reasonable and practicable, we collect personal information directly from you. In limited circumstances we may receive information about you from third parties, for example:

  • Payment processors confirming a transaction
  • Shipping carriers updating delivery status
  • Manufacturers handling a warranty claim you have asked us to assist with
  • Public sources where you have made information public (for example, a school or institutional address)

Section 4: Why We Collect It

We collect personal information so we can run our business, fulfil orders, support customers, and meet our legal obligations. The primary purposes are:

  • Processing and delivering your orders
  • Verifying your identity for warranty, repair and refund claims
  • Providing customer service, technical support and after-sales advice
  • Operating account features such as order history, saved addresses and rewards
  • Sending order updates, shipping notifications and service-related communications
  • Sending marketing communications, where you have opted in
  • Improving our website, products and services
  • Detecting and preventing fraud and unauthorised use of our website
  • Complying with legal obligations under Australian law (for example, tax, consumer law and warranty law)

If you choose not to provide certain personal information, we may not be able to provide some products or services, for example we cannot ship an order without a delivery address.

Section 5: How We Use It

We use your personal information only for the purposes for which it was collected, for related purposes that you would reasonably expect, or for any other purpose that is permitted or required by law. We do not sell your personal information to anyone.

Section 6: Disclosure To Third Parties

We may disclose your personal information to trusted third parties who help us run our business. These parties are bound by confidentiality and data-protection obligations. They include:

  • Payment processors (Stripe, PayPal, Afterpay or similar) to process card payments and verify funds
  • Shipping carriers (Australia Post, Toll, Couriers Please, StarTrack and similar) to deliver your order
  • Shipping platform (Starshipit) to calculate delivery quotes from the suburb and postcode you enter
  • Manufacturers and authorised service centres (such as Casio Service, Kawai Australia) when you ask us to lodge a warranty claim on your behalf, and only with your knowledge
  • Hosting and infrastructure providers (Cloudways and the underlying cloud host) for storing website and order data
  • Email and SMS service providers for sending transactional and marketing messages
  • Analytics providers (such as Google Analytics) to understand how our website is used in aggregate
  • Professional advisors (lawyers, accountants, auditors) where reasonably required
  • Law enforcement, regulators or courts where required by law, for example a valid subpoena or court order

Public location data. Our delivery calculator checks that a suburb matches its postcode using the GeoNames list of Australian postcodes (geonames.org), stored on our own server. We don’t send your details to GeoNames. The GeoNames data is licensed under CC BY 4.0. We use a trimmed copy that contains Australian suburbs and postcodes only.

Section 7: Cross-Border Disclosure

Some of our service providers may store or process personal information outside Australia. For example, our website hosting and analytics providers may have servers in the United States, Europe or other regions.

Before we transfer your personal information overseas we take reasonable steps to ensure it will be handled in a manner consistent with the Australian Privacy Principles. This may include relying on the recipient being subject to substantially similar data-protection laws, or contractual safeguards.

Section 8: Cookies And Website Analytics

Our website uses cookies and similar technologies to remember your preferences, keep you logged in, support cart and checkout functionality, and measure how visitors use the site. Cookies we use fall into the following categories:

Strictly Necessary

Required for the website to function. These include cookies that keep you logged in, remember the contents of your shopping cart, and preserve checkout state. The site cannot work properly without these and they cannot be disabled.

Analytics

Help us understand how visitors use the site so we can improve it. We may use Google Analytics, which assigns a random visitor ID and aggregates the data. You can opt out of Google Analytics by installing the Google Analytics Opt-out Browser Add-on.

Marketing And Advertising

If we run paid advertising (for example via Google Ads or Meta), we may set cookies that allow us to show relevant ads to people who have visited our site, and to measure the effectiveness of those ads. You can manage personalised advertising at the Your Online Choices Australia opt-out portal.

Most browsers let you block or delete cookies. Doing so may stop parts of the site working as intended, particularly checkout and account features.

Section 9: Marketing Communications

If you opt in, we may send you newsletters or promotional emails about new products, sales, events and music-industry news that we believe will interest you. Every marketing email contains an unsubscribe link, and you can also reply to the email or contact us at [email protected] to unsubscribe.

We will not send you marketing communications without your consent (or where the law permits an inferred consent based on an existing customer relationship). Unsubscribing from marketing does not affect the transactional emails you continue to receive in connection with your orders, repairs or account.

Cart Reminders And Recovery Offers

Where you opt in at checkout, we may use your email address and saved cart details to send cart reminders and relevant cart-recovery offers. You can unsubscribe at any time using the link in those emails. We stop further cart-recovery messages when you unsubscribe. Unsubscribing does not affect necessary communications about orders you have placed. We record when and how you opted in, the wording you accepted, and any withdrawal of that consent.

Section 10: Storage And Security

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps include:

  • Industry-standard TLS encryption for all data in transit between your browser and our servers
  • Hashed password storage, never plaintext
  • Restricted staff access on a need-to-know basis
  • Activity logging on administrative actions
  • Regular software updates and security patches on our hosting platform
  • Internal review of any reported security or privacy incident

No method of internet transmission or electronic storage is completely secure. While we work hard to protect your information, we cannot guarantee absolute security.

Section 11: Retention Of Information

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or for as long as we are required to keep it under Australian law. For example:

  • Order, invoice and tax records are kept for at least 5 years to comply with the A New Tax System (Goods and Services Tax) Act 1999 and ATO record-keeping requirements
  • Warranty claim records are kept for at least the duration of the manufacturer’s warranty plus a reasonable period afterwards
  • Newsletter subscribers are retained until they unsubscribe
  • Account data is retained while the account is active

When personal information is no longer required and we are not legally obliged to retain it, we will take reasonable steps to destroy or de-identify it.

Section 12: Your Rights

Under the Australian Privacy Principles you have the right to:

  • Access the personal information we hold about you
  • Correct any personal information that is inaccurate, out of date, incomplete, irrelevant or misleading
  • Withdraw consent for marketing communications at any time
  • Request deletion of personal information we are not legally required to retain

To exercise any of these rights, please contact us using the details in Section 17. We will respond within a reasonable time, normally within 30 days, and we may need to verify your identity before acting on a request.

We do not generally charge a fee for access requests. If a request is unusually complex or resource-intensive, we may charge a reasonable cost-recovery fee and we will tell you the fee before proceeding.

Section 13: Complaints

If you believe we have breached the Privacy Act or this Privacy Policy, please contact us first using the details in Section 17. We take complaints seriously and aim to respond within 30 days.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC):

  • Website: www.oaic.gov.au
  • Phone: 1300 363 992
  • Post: GPO Box 5288, Sydney NSW 2001

Section 14: Children

Our website and services are intended for an adult audience. We do not knowingly collect personal information from children under 16 without the consent of a parent or guardian. If you believe a child has provided us with personal information without that consent, please contact us so we can delete the information.

Section 15: Third-Party Links

Our website may contain links to third-party websites, including manufacturer sites, social-media platforms, and payment-provider portals. We are not responsible for the privacy practices of those sites. We encourage you to read the privacy policy of any site you visit through a link from ours.

Section 16: Changes To This Policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page reflects when the latest changes were made. If we make material changes, we will let you know either by posting a prominent notice on our website or, where appropriate, by emailing the address we have on file for you. Your continued use of our website after changes are posted means you accept the updated policy.

Section 17: How To Contact Us

For any privacy-related question, request, or complaint, please contact our Privacy Officer:

You may also raise a privacy matter through our contact form or by opening a support ticket. To help us respond quickly, please include enough detail to identify the information you are asking about.