Privacy Policy
RTLA Apparel Limited, a company registered in Hong Kong, trading as RTLA / Refuse to Lose Aesthetics ("RTLA", "we", "us" or "our"), respects your privacy. This policy explains what personal information we collect, how we use and share it, where it may be processed, and your rights. We are an online-only store and we ship internationally.
Who we are
RTLA Apparel Limited. Registered office: Unit B, 11/F, Yam Tze Commercial Building, 23 Thomson Road, Wan Chai, Hong Kong. Contact: yourfriends@rtla.com.au.
Personal information we collect
Depending on your dealings with us, we may collect:
- when you create an account: your name and email address, and optionally your phone number and address;
- when you place an order: your order details, shipping and billing address, phone number, email address and payment confirmation details (see "Payments" below);
- when you sign up to our newsletter or SMS list: your email address and/or mobile number, and optionally your name;
- when you enter a competition, giveaway or promotion, or take part in one of our events or pop-ups: your name, contact details and any information you provide;
- when you contact us or leave a product review: your name, contact details and the content of your message or review.
Payments
Payments are processed by our third-party payment providers (for example, Shopify Payments and any other gateways shown at checkout). We do not store your full card number — that is handled directly by the payment provider under its own security standards.
Sensitive information
We generally do not collect sensitive information. Where we ever need to, we will only do so where it is reasonably necessary and you have consented, or where we are required or authorised by law.
Information collected automatically (site data & cookies)
When you visit our website, we automatically collect some non-identifying information, such as your device's IP/server address, the date and time of your visit, the pages you view, the site you came from, and your device, browser and operating system type. We use cookies and similar technologies to make the site work, remember your session and cart, understand how the site is used and — subject to your consent where required — show you relevant advertising. You can control cookies through your browser settings and, where we show a cookie banner, through your preferences there. Rejecting some cookies may limit site functionality.
Analytics and advertising
We use third-party analytics and advertising tools that may set cookies or collect usage data, including:
- Meta (Facebook / Instagram) advertising and the Meta Pixel, to measure and target our ads;
- web analytics tools, to understand and improve site performance;
- Judge.me, to collect and display product reviews;
- order-tracking and returns tools (for example AfterShip), to keep you updated on delivery.
You can opt out of interest-based advertising through your Meta ad preferences and your device or browser controls, and you can unsubscribe from our marketing at any time (see "Marketing" below).
Why we use your information
We use personal information to: process and deliver your orders; provide customer service and handle returns and exchanges; run our accounts, newsletter, SMS and any loyalty, competition or giveaway activities; personalise and improve our website and products; market our products to you where permitted; detect and prevent fraud and protect the security of our business; and comply with our legal obligations.
Marketing and how to opt out
Where you have consented, or where otherwise permitted by law, we may send you marketing by email, SMS, social media or online advertising. You can opt out at any time by using the unsubscribe link in our emails, replying STOP to our texts, or contacting us. We handle marketing in line with applicable law, including the Australian Spam Act 2003 (Cth) where it applies.
Who we share your information with
We share personal information only where appropriate, including with:
- our fulfilment and delivery partners (including our third-party logistics (3PL) provider and couriers), so we can pick, pack, ship and deliver your order;
- our payment providers, for payment processing;
- our IT, hosting and data-storage providers (including our ecommerce platform, Shopify);
- our marketing, analytics and reviews providers;
- our professional advisers (such as accountants, auditors and lawyers);
- regulators, government agencies or authorities, where required or authorised by law; and
- a prospective purchaser, in connection with a proposed or actual sale of our business.
Overseas and cross-border transfers
Because we operate as a Hong Kong company and fulfil orders through a logistics partner in mainland China, and because our service providers operate globally, your personal information may be stored or processed outside your country — including in Hong Kong, mainland China, and the countries where our platform and other service providers are located. We take reasonable steps to ensure your information is handled consistently with this policy and applicable privacy laws wherever it is processed. If you are in Australia, we handle your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth); as a Hong Kong company, we are also subject to the Personal Data (Privacy) Ordinance (Cap. 486).
European Economic Area, UK and Swiss residents
Where we process the personal information of individuals in the European Economic Area, the United Kingdom or Switzerland, the following additional information applies.
Controller. RTLA Apparel Limited is the controller of your personal information. Contact: yourfriends@rtla.com.au.
Legal bases for processing. We process personal information on the following bases:
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Performance of a contract — to process, fulfil and deliver your order, provide customer service, and handle returns and exchanges;
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Legal obligation — to meet customs, tax, accounting and consumer-law requirements;
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Consent — for marketing emails and SMS, and for non-essential cookies and advertising technologies, which you may withdraw at any time;
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Legitimate interests — to prevent fraud, secure our website, understand how our site is used, and improve our products and service, where those interests are not overridden by your rights.
Your rights. You have the right to request access to your personal information; to have inaccurate information corrected; to have your information erased in certain circumstances; to restrict or object to processing, including objecting to direct marketing at any time; to receive your information in a portable format; and to withdraw consent where processing is based on consent, without affecting the lawfulness of processing before withdrawal. To exercise any of these rights, email yourfriends@rtla.com.au. We will respond within one month, and may need to verify your identity first.
International transfers. We are established in Hong Kong and our fulfilment partner is located in mainland China. Your personal information will therefore be transferred outside the EEA, UK and Switzerland to countries that have not received an adequacy decision. Where we make such transfers, we put in place appropriate contractual and organisational safeguards with the recipients of that information. You may contact us for further information about the safeguards we use.
Retention. We retain order and transaction records for as long as required for tax, customs and accounting purposes, and marketing data until you withdraw consent.
Complaints. If you are in the EEA, the UK or Switzerland, you have the right to lodge a complaint with your local data protection supervisory authority. We would ask that you contact us first so we can try to resolve the matter.
Data security and retention
We hold personal information electronically and take reasonable steps to protect it from misuse, interference, loss and unauthorised access, modification or disclosure — including secure platforms, access controls and encryption of data in transit. However, no online transmission or storage is ever completely secure, and you share information with us at your own risk. We keep personal information only for as long as we need it for the purposes set out above or as required by law, after which we take reasonable steps to delete or de-identify it. If you have an account, please help protect it by keeping your password confidential and logging out after use, and let us know immediately if you suspect any unauthorised access.
Third-party websites
Our website may link to sites we do not operate or control. We are not responsible for the privacy or security practices of those sites, which are not covered by this policy — please read their own policies before providing any personal information.
Accessing and correcting your information
You can ask us to access or correct the personal information we hold about you, and we will respond within a reasonable time (generally within 30 days). We may need to verify your identity first, to keep your information secure. If you have an account, you can also view and update many of your details by logging in.
Complaints
If you have a concern about how we have collected or handled your personal information, please contact us first and we will try to resolve it. If you are in Australia and remain dissatisfied, you may contact the Office of the Australian Information Commissioner (oaic.gov.au). If you are in Hong Kong, you may contact the Office of the Privacy Commissioner for Personal Data (pcpd.org.hk).
Contact us
If you have any questions about this policy or the personal information we hold about you, email us at yourfriends@rtla.com.au.
