Privacy Policy

1. Who we are

3D Werk supplies Flashforge 3D printers, consumables and related support services to customers across Australia. Our printers are manufactured by Flashforge in China; we import them and arrange delivery directly to Australian customers. This policy explains how we handle personal information in the course of that business, in line with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth).

2. Information we collect

We may collect:

Name, email address, phone number, and company/studio name
Delivery address and, where relevant, billing address
Payment details, handled directly by our payment processors (Stripe, Square, PayPal) — we don't store full card numbers ourselves
Machine model, serial number, and support/repair history, where you contact us about a purchased printer
Correspondence you send us (quote requests, support tickets, general enquiries)

3. How we collect it

Directly from you — through our website's contact, quote, and support forms, by email, or by phone. We don't collect personal information from you without your knowledge.

4. Why we use it

We use your information to:

Prepare quotes and process orders, including import and delivery logistics
Provide technical support, warranty service and repairs
Communicate about your order or service request
Meet our own tax, accounting and business record-keeping obligations
Send you updates about products or services — only if you've opted in, and you can opt out at any time

5. Who we share it with (domestic)

We may disclose relevant personal information to:

Payment processors (Stripe, Square, PayPal) to process payment
Freight and customs brokers in Australia, to arrange import clearance and delivery of your printer
Our accountant/bookkeeper, for standard business tax and reporting purposes

These providers only receive what they need to do their job, and are expected to handle it securely.

6. Overseas disclosure

Because our printers are manufactured overseas, some personal information may be disclosed outside Australia — specifically:

To Flashforge (China), where warranty claims, technical escalations, or repairs require the manufacturer to have your machine's serial number and, where relevant, your contact details
To international freight partners involved in shipping your printer from the manufacturer to Australia

Under Australian Privacy Principle 8, we take reasonable steps to ensure overseas recipients handle your information consistently with the APPs. However, once information is disclosed to an overseas manufacturer for warranty purposes, that entity's own privacy practices and the privacy laws of its country may apply, and Australian legal remedies may be more limited than for a domestic disclosure. We only share what's necessary for the purpose (typically: name, contact details, machine serial number, and a description of the fault) — we don't send your full order or payment history overseas.

7. Direct marketing

If you've opted in, we may email you about new products or offers. Every marketing email includes an unsubscribe option, and you can also opt out any time by emailing us directly.

8. Data security and retention

We store your information securely and retain it only as long as necessary — for the purpose it was collected, or as required under Australian tax and business record-keeping law (generally five years for financial records).

9. Access and correction

You can ask us for access to, or correction of, the personal information we hold about you at any time, by emailing support@3dwerk.com.au. We'll respond within a reasonable timeframe and won't charge for a straightforward access request.

10. Complaints

If you're unhappy with how we've handled your personal information, contact us first at support@3dwerk.com.au so we can try to resolve it directly. If you're not satisfied with our response, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.

11. Cookies and website analytics

We use cookies for two main things:

Cart and checkout functionality — Wix, our website platform, uses cookies to remember what's in your cart and keep you logged in during checkout. These are essential; blocking them may stop the site from working properly.
Analytics — we use Google Analytics to understand which pages and products get the most traffic. This data is aggregated and anonymised; we don't use it to identify you personally. Google may process this data on servers outside Australia as part of providing the analytics service.

You can block or delete cookies through your browser settings at any time. If you do, cart and checkout functionality may not work correctly, and some site features may behave unexpectedly.

We don't use cookies for third-party advertising or retargeting. If that changes, we'll update this section.

12. Changes to this policy

We may update this policy from time to time to reflect changes in our business or the law. The most current version will always be posted on this page.

13. Contact us

Email: support@3dwerk.com.au
Phone: 0485 696 050
Location: 32 Macintosh Street, Mascot, New South Wales, Australia