3D WERK
LEGAL AND POLICIES
LEGAL
How we handle
your information.
We collect only what we need to sell, deliver and service your Flashforge equipment, and we look after it carefully. This policy explains what we collect, why, who we share it with and how you can access or correct it.
Privacy Policy · Last updated 2 October 2026
We follow the APPs
We handle personal information in line with the Australian Privacy Principles.
No selling of data
We never sell your personal information or rent our mailing list.
Overseas sharing
Some information goes overseas, for example to Flashforge in China for repairs, and only what is needed.
Your rights
You can ask to see or correct your information, free for straightforward requests.
ON THIS PAGE
1
Who we are
1.1 This Privacy Policy applies to 3D Werk (ABN 68 663 371 015), of Sydney NSW (we, us, our). It covers our website www.3dwerk.com.au, our online store and subscriptions, our Request Service app at 3dwerk-service-app.vercel.app, and the way we deal with you by email, phone and on site.
1.2 We supply and service Flashforge WaxJet printers (Machines), wax and other materials used up in printing (Consumables) and genuine Flashforge spare parts (Parts), and we provide installation, training, repairs, maintenance, support and service plans (Services).
1.3 "Personal information" means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Most of our customers are businesses, but the people we deal with at those businesses are individuals, so this policy applies to them.
2
Our commitment to the Australian Privacy Principles
2.1 The Privacy Act 1988 (Cth) generally does not apply to small businesses with an annual turnover of A$3 million or less. Whether or not the Act applies to us, we handle personal information in line with the Australian Privacy Principles (APPs) in that Act, and this policy is written on that basis.
2.2 If anything here is unclear, please ask us using the details at the end of this policy.
3
The kinds of information we collect
3.1 Depending on how you deal with us, we may collect:
contact details: your name, job title, email address, phone numbers and postal address;
business details: your business name, ABN, billing address and the names of people authorised to order or approve work;
delivery and site details: delivery and installation addresses, access, loading dock and parking instructions, site contacts, opening hours, and any access codes or induction requirements you give us;
payment information: invoices, payment status and limited transaction details. Card and wallet payments are handled by our payment providers, and we do not store full card numbers;
Machine information: model, serial number, installation date, firmware version, fault reports, error logs, service history, Parts used and service plan details;
images: photos or videos we take during delivery, installation or service, and images from the Machine's built-in camera when you let us view it to diagnose a fault;
print files and job data stored on a Machine, where we need to access them to diagnose or fix a problem;
Request Service app details: your sign-in details (such as email address and login identifiers), the service requests you submit and any photos or files you attach;
correspondence: emails, messages, notes of phone calls, enquiries, feedback and complaints; and
website information: pages visited, device and browser type, and approximate location derived from your IP address.
3.2 We do not ask for sensitive information such as health information, and please do not send it to us. If print files or job data on your Machine contain information about your own customers or patients (for example a dental case reference), we access it only as far as needed to service the Machine, we do not copy or keep it unless the repair needs it, and you remain responsible for your own privacy obligations to those people.
3.3 Your print files and designs are yours. We treat them as confidential and use them only to service your Machine.
4
How we collect information
4.1 We collect most personal information directly from you, for example when you fill in a form, request a quote, place an order, subscribe to a service plan, email, phone or message us, use our Request Service app, or meet us at your site.
4.2 We may also collect information from others, such as colleagues who order on your behalf, freight forwarders, customs brokers and carriers (for example delivery confirmations or damage reports), our payment providers (for example confirmation that a payment was made), Flashforge (for example repair outcomes linked to a serial number), and public business sources such as business directories and ABN Lookup.
4.3 When you visit our website, some information is collected automatically.
4.4 If we receive personal information we did not ask for and could not have collected lawfully, we destroy or de-identify it where it is lawful and reasonable to do so.
5
Dealing with us anonymously
5.1 You can browse our website and ask general questions (for example about pricing or how the WaxJet works) without telling us who you are, or by using a pseudonym.
5.2 We cannot sell, deliver, install or service a Machine, process an order or issue a tax invoice without knowing who you are, so anonymity is not practicable for those activities.
6
If you do not give us information
If you do not give us the information we ask for, we may not be able to answer your enquiry, quote, accept or deliver your order, get safe access to your site, register your Machine, deal with a warranty or consumer guarantee claim, or provide the Services you ask for.
7
Why we collect and use your information
7.1 We collect, hold, use and disclose personal information to:
respond to enquiries and prepare quotes;
process, deliver and install orders, and arrange freight and customs clearance;
provide training, repairs, maintenance, support and service plans;
keep records of your Machine, its serial number and its service history;
deal with warranty and consumer guarantee claims, including escalation to the manufacturer;
take payments, issue invoices and manage our accounts;
run our Request Service app, including checking who is signed in;
send service messages, such as renewal reminders, safety information and firmware or product updates;
send marketing about our products and Services, where permitted (section 10);
improve our website, products and Services; and
meet our legal obligations (including tax, accounting and consumer law) and resolve disputes.
7.2 We use and disclose your information only for the purpose we collected it for, a related purpose you would reasonably expect, or another purpose the APPs allow (for example with your consent, or where required or authorised by law).
7.3 We do not sell, rent or trade personal information.
8
Who we share information with
8.1 We share personal information only as needed with:
our website, online store, forms, bookings and subscription platform (Wix);
website analytics (Google Analytics);
email, calendar and file storage (Microsoft 365);
accounting software (Xero and Zoho Books);
payment providers (Stripe, Square and PayPal) and our bank;
international payment and currency providers we use to pay suppliers and, occasionally, to process refunds (Wise and WorldFirst);
the hosting provider for our Request Service app (Vercel);
freight forwarders, carriers, customs brokers and installation helpers who deliver or move goods;
Flashforge, the manufacturer, for warranty support, repairs and Parts;
our accountant, insurers and professional advisers; and
government bodies and regulators where the law requires or authorises it.
8.2 We choose established providers and, where practicable, require them to handle personal information only to provide their service to us.
9
Overseas disclosure
9.1 Some of the recipients in section 8 are located, or store information, outside Australia. In particular:
Flashforge is located in China. When a fault needs manufacturer support, a warranty decision or a Part, we send Flashforge what it needs to help: usually the Machine serial number, fault description, error logs and photos of the Machine. We avoid sending your personal details unless they are genuinely needed;
freight forwarders and carriers that move goods from China to Australia may receive consignment details; and
our cloud, analytics, software and payment providers may store or process information outside Australia.
9.2 The countries where recipients are likely to be located are China and the United States, and, for some payment and currency providers, the United Kingdom, member states of the European Union, Singapore and Hong Kong, and other countries where these service providers operate (for example Israel for Wix and India for Zoho). We can give you an up to date list on request.
9.3 Before disclosing personal information overseas, we take reasonable steps in the circumstances to ensure the recipient does not breach the APPs in relation to it, for example by limiting what we send and choosing established providers. We accept responsibility for how overseas recipients handle the information we send them on the same basis as if the Privacy Act applied to us, and we do not ask you to give up that protection.
9.4 If you choose to use any online features that Flashforge offers directly for your Machine, Flashforge handles that data under its own terms and privacy policy, not ours.
10
Direct marketing
10.1 We may send you information about our products, Services, events and offers if you have agreed to this, or where the law allows us to because of our existing business relationship.
10.2 Every marketing email or message from us identifies 3D Werk, includes our contact details and includes a simple, free way to unsubscribe. We act on unsubscribe requests within 5 working days. You can also opt out at any time by contacting us.
10.3 You can ask us where we obtained your information, and we will tell you unless this is impracticable or unreasonable.
10.4 Opting out of marketing does not stop service messages we need to send you, such as delivery updates, service appointments, safety notices and renewal reminders.
11
How we hold and protect your information
11.1 We hold personal information electronically in our cloud-based business systems (section 8), and in any paper records, which we keep securely at our premises. We take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure, including:
using reputable cloud providers with access controls and multi-factor authentication where available;
limiting access to people who need it for their work;
requiring sign-in to our Request Service app;
not storing full card numbers; and
keeping site access details, such as access codes, only for as long as they are needed.
11.2 We view your Machine's camera, or access it remotely, only with your permission at the time. We keep camera images only if they are needed as a record of a fault or repair.
11.3 No system is completely secure, and email is not a secure way to send sensitive material. Please do not email passwords or full card numbers.
12
How long we keep information
12.1 We keep personal information only for as long as we need it for the purposes in this policy or as the law requires. In particular:
company financial records are kept for at least 7 years, as required for companies under the Corporations Act 2001 (Cth);
tax records are kept for at least 5 years from when the record was prepared or obtained, or the transaction was completed, whichever is later; and
Machine and service history records are kept for the working life of the Machine, so that we can meet our warranty, consumer guarantee and spare parts obligations.
12.2 When we no longer need personal information, we take reasonable steps to destroy or de-identify it.
13
Accessing and correcting your information
13.1 You can ask to see the personal information we hold about you, and ask us to correct it if it is inaccurate, out of date, incomplete, irrelevant or misleading.
13.2 We will confirm your identity before giving access, and we aim to respond within 30 days.
13.3 There is no charge for making a request or for corrections. If a request for access is complex or involves a large amount of material, we may charge a reasonable fee for our actual cost of giving access, and we will tell you before we incur it.
13.4 In limited cases the law allows us to refuse access or correction, for example where access would unreasonably affect someone else's privacy. If we refuse, we will tell you why in writing and how to complain. If we do not correct information, you can ask us to attach a statement that you believe it is incorrect.
14
Data breaches
14.1 If we become aware of a suspected data breach, we act quickly to contain and assess it.
14.2 We follow the approach of the Notifiable Data Breaches scheme. If we suspect a data breach, we assess it quickly and within 30 days. If it is likely to result in serious harm, we notify the people affected and the OAIC as soon as practicable, with recommendations on steps they can take.
15
Automated decisions
We do not arrange for any computer program to use personal information to make a decision, or to do anything substantially and directly related to making a decision, that could reasonably be expected to significantly affect your rights or interests. Decisions about quotes, orders, accounts, warranty and consumer guarantee claims and Services are made by people. If this changes, we will update this policy before we start, including the kinds of personal information used and the kinds of decisions involved.
16
Complaints
16.1 If you think we have mishandled your personal information, please contact us first, in writing if possible, and tell us what happened and what outcome you are seeking.
16.2 We will acknowledge your complaint within 1 business day, look into it and respond within 30 days. If we need longer, we will tell you why.
16.3 If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner:
website: www.oaic.gov.au
phone: 1300 363 992
email: oaicintake@oaic.gov.au
post: GPO Box 5288, Sydney NSW 2001
17
Changes to this policy
We may update this policy, for example when our services, providers or the law change. The current version is always on our website with the date it was last updated. If a change significantly affects how we handle information we already hold, we will take reasonable steps to let you know.
@
Contact us
Privacy Officer, 3D Werk (ABN 68 663 371 015)Sydney
NSW
Phone: +61 485 696 050
Email: support@3dwerk.com.au (please put "Privacy" in the subject line)
Website: www.3dwerk.com.au
OFFICIAL REFERENCES
Learn more about your rights
These pages from Australian government regulators and the official legislation register explain the laws referred to above.
Questions about these terms?
Talk to us before you buy. We are happy to explain anything in plain language.
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3D Werk, ABN 68 663 371 015. Sydney NSW. support@3dwerk.com.au · +61 485 696 050