Privacy Policy
Last updated: May 2026
This Privacy Policy explains how Luxern LLC ("we," "us," or "our"), operating the PaceWren brand at pacewren.com (the "Website"), collects, uses, and protects your personal information.
1. Personal Information We Collect
We may collect the following types of information when you visit our website, place an order, or contact us:
- Contact information: your name, email address, phone number, delivery address, and billing address.
- Order information: the products you purchase, order date, order amount, order status, transaction reference, and any return, refund, or replacement request.
- Payment information: payments are processed securely by the payment providers available at checkout. We do not store your full card details on our servers.
- Website and device information: IP address, browser type, device type, operating system, pages visited, and basic website activity.
- Shopping and usage information: how you interact with our website, product pages, emails, ads, and checkout experience.
- Communication information: messages you send us by email, contact form, or customer support request, including any photos or videos you provide about an order issue, and your marketing email preferences.
We do not intentionally collect sensitive information, such as health information, unless you voluntarily provide it to us for a customer support or order-related issue. We do not use sensitive information to infer characteristics about you or for marketing.
2. How We Use Personal Information
We use personal information for business purposes related to our website, orders, customer support, security, and legal obligations.
This includes using your information to:
- process your order, payment, delivery, return, refund, or replacement request;
- send order confirmations, delivery updates, service messages, and customer support replies;
- operate, secure, and improve our website, checkout, product pages, and customer experience;
- detect, prevent, and respond to fraud, unauthorised activity, chargebacks, or misuse of our services;
- manage customer communications, including questions, complaints, reviews, and support requests;
- send marketing emails only when you have chosen to receive them, with the option to unsubscribe at any time;
- comply with legal, tax, accounting, and regulatory requirements.
3. Cookies and Similar Technologies
We use cookies and similar technologies to operate the Website, support cart and checkout functionality, protect the store, understand website performance, and measure advertising activity. These may include essential cookies, analytics cookies, and advertising cookies.
You can manage cookies through your browser settings. Disabling certain cookies may affect Website functionality.
4. How We Share Personal Information
We may share only the information needed to operate our website, process orders, deliver products, provide support, protect our store, and improve our services.
This may include sharing information with:
- e-commerce and website providers that host our online store, checkout, and website features;
- payment providers that process payments, refunds, fraud checks, and transaction security;
- fulfilment and delivery partners that prepare, dispatch, track, and deliver orders;
- customer support and email service providers that help us respond to messages, send order updates, and manage support requests;
- security, fraud prevention, analytics, and advertising providers that help protect the Website, understand store performance, measure campaigns, and improve relevant advertising;
- legal, compliance, or safety-related parties when required by law or necessary to protect rights, safety, or security.
5. Analytics and Advertising
We do not sell personal information for money.
We use analytics and advertising tools to understand website activity, measure advertising performance, and show more relevant ads. These tools may use cookies or similar technologies.
You may request to opt out of this type of use by contacting us at support@pacewren.com with the subject line “Privacy Request.”
6. Your Privacy Rights
Australian residents may request access to the personal information we hold about them and may request correction if they believe that information is inaccurate, out of date, incomplete, irrelevant, or misleading.
You may unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at support@pacewren.com.
You may also contact us to make a privacy complaint.
To exercise these rights or make a privacy complaint, email support@pacewren.com. We may verify your identity using your email and recent order details before fulfilling the request.
We will review your request or complaint, investigate where appropriate, and respond within a reasonable time.
If you are not satisfied with our response to a privacy complaint, you may contact the Office of the Australian Information Commissioner.
7. Data Security
We use reasonable technical and organisational measures, including HTTPS / TLS encryption and secure payment processing through PCI-DSS-compliant payment providers, to protect your personal information.
8. Data Retention
We retain personal information only as long as necessary for the purposes described in this Policy, including legal, tax, and accounting obligations. When the data is no longer needed, we delete or anonymise it.
9. International Data Transfers
Luxern LLC is based in the United States, and our online store is operated through service providers that may process personal information in different countries.
For example, your information may be processed by e-commerce, payment, fulfilment, delivery, analytics, or support providers depending on where they operate and where your order is handled.
Your personal information is likely to be processed in the United States and may also be processed in Australia or other countries where our service providers operate.
When personal information is processed outside your location, we take reasonable steps to use service providers that protect personal information and handle it according to applicable privacy requirements.
10. Children's Privacy
Our Website is not directed to children under 13. We do not collect personal information from children under 13. If you believe a child has provided us with personal information, contact us at support@pacewren.com and we will delete it.
11. Changes to This Policy
We may update this Privacy Policy from time to time. The "Last updated" date will reflect any changes. Material changes will be communicated as required by law.
12. Contact
For privacy questions or requests, please contact us:
Email: support@pacewren.com