Privacy Policy

Protecting your privacy is of paramount important to us. We value the privacy of all our stakeholders as well as the communities we serve. We comply with The Australian Privacy Principles, the ACFID Code of Conduct and the Payment Card Industry Data Security Standard.

Please let us know if you have any questions, comments or concerns about our privacy practices. Call us on (07) 3806 0639  or email us at admin@lighthousecare.org.au using the Subject line “Privacy”.

What information do we collect?

Depending on the circumstances we may ask for your name, address, telephone number, email or payment card details. We may also use “cookies” to track visits to our website so that we can monitor how and how often it’s used, but you can disable cookies in your internet browser settings if you like.

When do we collect your information?

We collect your information when you, or your guardian if you are under 15, give it to us. This could be through:

• Making a donation
• Filling out a form online, at an event or sent to you in the mail
• Contacting us by email or social media
• Calling us
• Completing a survey
• Applying to work with us, including as a volunteer

What do we know about you now?

If at any time you want to know what personal information we hold about you please email us at the above address. If you wish to have your personal information deleted, we will take reasonable steps to delete it unless we need to keep it for legal, auditing or internal risk management reasons.

Are there special privacy regulations for minors?

If you are 15 or over, we assume that you are capable of making your own privacy decisions. If you are under 15, we may need to confirm your decision with a parent or guardian.

How will we use and share your information?

This depends on the reason why the information was collected. We will not use or disclose the information you provide to us for any purpose other than the one specified at the time of collection unless you provide further consent for us to do so.
Sometimes we have to disclose your information to other people for a specific purpose, such as when a criminal record check is required. If we use or give others your information, we will still protect your privacy.

Other than these special circumstances we don’t disclose your information to anyone else. Importantly, we don’t rent, sell or exchange your information without your consent. Where we tell you about opportunities with partners, we will not give your information to them; it will be up to you to contact them directly.

How do we keep your information safe?

We will take all reasonable steps to keep your information safe (whether electronic or in hard copy) and up to date. This includes complying with the Payment Card Industry Data Security Standard, which covers security of payment card information. Our employees and service providers are also expected to keep personal and payment card information confidential and secure.

Do we change this policy?

We may make changes to this policy from time to time without notice. Any changes will be reflected on this page.

This policy was last updated in March 2019

Returns & Refunds Policy

As a self-funded charity, every dollar goes directly back into supporting families in need, and we work hard to keep prices as low as possible for our community.

Change of Mind

Due to the nature of food and grocery items, we do not offer returns or refunds for change of mind or non-defective products. This includes situations where an item is no longer required or was purchased in error.

Faulty, Damaged or Out-of-Date Products

We take product quality seriously. If you receive an item that is damaged, faulty, or past its Use By date at the time of purchase or delivery, please contact our team as soon as possible.

In these cases, we will assess the situation and, on a case-by-case basis, offer either a replacement item or a refund (or store credit where appropriate). This is in line with your rights under Australian Consumer Law.

Understanding Use By vs Best Before

To help clarify:

Use By Date
This relates to food safety. Products must not be consumed after this date. If an item is past its Use By date, it is considered unsuitable for sale and eligible for replacement or refund.

Best Before Date
This relates to quality, not safety. Food may still be safe to eat after this date but may have reduced freshness, texture, or flavour. Items past their Best Before date are not considered faulty and are not eligible for return unless otherwise stated.

How to Request Support

If you believe you have received a faulty, damaged, or out-of-date product, please contact us with your order details or receipt, a brief description of the issue, and photos where possible. Our team will work with you to resolve the matter quickly and fairly.

Our Heart Behind the Policy

Lighthouse Care is a self-funded charity, and our only desire is to support Aussie families doing it tough. These policies help us steward our resources wisely so we can continue providing affordable groceries and food relief to as many people as possible.

If you ever have concerns, we encourage you to reach out we’re always happy to help where we can.

Terms & Conditions

  1.  General
    1. Lighthouse Care online  is a shopping website where you can browse, select and order products advertised on the Site from
    2. Your access to and use of the Site, including your order of Products through the Site, is subject to these terms and conditions.
  2. Compliance with the Terms & Conditions
    1. You agree to be bound by, and comply with, these terms and conditions: (a) by completing your registration through the Site; and (b) using the Site to obtain Products from us.
  3. Registration
    1. You must complete the customer registration process through the Site before placing an order for Products through the Site. Any personal information that you give us will be held and used by us in accordance with our privacy policy referred to in clause 21 below.
    2. You may not have more than one active account, and your account is non-transferable. You may update, edit or terminate your account at any time through the Site.
  4. Placing an order for Products
    1. You may order Products by selecting and submitting your order through the Site in accordance with these terms and conditions.
    2. Any order placed through this Site for a Product is an offer by you to purchase the particular Product for the price notified (including the delivery and other charges and taxes) at the time you place the order.
    3. You agree to provide us with current, complete and accurate details when asked to do so by the Site.
  5. Acceptance or rejection of an order
    1. We reserve the right to accept or reject your order for any reason, including if the requested Product is not available, if there is an error in the price or the product description posted on the Site or in your order.
    2. If we reject an order placed through the Site, then we will endeavour to notify you of that rejection at the time you place the order or within a reasonable time after you submit your order.
  6. Delivery of Products
    1. We will deliver the Products to the front door at the relevant Delivery Address. If you ask us to deliver inside a premise or building at the Delivery Address and we agree to do so, then you are responsible for all loss or damage suffered by us in connection with our delivery of the Products beyond the front door of the Delivery Address.
    2. You agree to comply with certain delivery requirements specified below and such other requirements that we notify to you when you place your order through the Site.
  7. Collection
    1. If you will not be the person collecting your order then your representative must provide us with proof of their identity and the card used for payment.
    2. If you do not supply the appropriate identification or the relevant card of purchase: (a) we may not allow collection of the Products you have ordered; and (b) we may charge you a fee of up to $25 and the charges for any perishable Products in your order that we have accepted.
    3. If you do not collect your order within the booked collection window then we may charge you a fee of up to $25 and the charges for any perishable Products in your order that we have accepted. In this instance, we will endeavour to contact you or you may contact us to arrange for collection at a different time, and we may charge you an additional fee for that replacement order.
    4. You acknowledge that we may record the details of any identification provided in relation to collection of Products.
  8. Fraud and risk assessment
    1. We have processes in place to assist in detecting transactions that may be illegal or in breach of these terms. We may contact you by telephone or email to confirm your payment and information details. If we are unable to confirm these details, we may cancel your order. If you are unsure whether the person contacting you is from Lighthouse Care, please contact our Customer Service on (07) 3806 0639 or admin@lighthousecare.org.au.
  9. Risk and title
    1. Risk in the Products passes to you on the date and time of delivery to the Delivery Address or at the time of collection from Lighthouse Care. Title to the Products passes to you on the later of the date and time of: (a) payment for those Products; (b) delivery of those Products to the Delivery Address; and (c) collection of those Products from Lighthouse Care.
  10. Cancelling an order
    1. We may cancel an order (including any orders that we have accepted) without any liability to you for that cancellation at any time if: (a) the requested Products in that order are not available; or (b) there is an error in the price or the product description posted on the Site in relation to the relevant Product in that order; or (c) that order has been placed in breach of these terms and conditions.
    2. If we cancel an order in accordance with: (a) clause 10.1(a) or 10.1(b) (where product is unavailable or there is a pricing or product description error): we will provide you with reasonable notice of that cancellation, and will not charge you for the cancelled order. If any payment has been taken for the cancelled order, then the full payment amount, including any Delivery Fee and other fees and charges, will be refunded to your original payment method or through an alternative means. (b) clause 10.(c) (where you are in breach of these terms and conditions): we will provide you with reasonable notice of that cancellation. If your order is cancelled before the day of delivery or collection, then the full payment amount, including any Delivery Fee and other fees and charges, will be refunded to your original payment method or through an alternative means. If your order is cancelled on the day of delivery or collection, provided we are not also in breach of these terms and conditions, then we may charge you a cancellation fee of the lesser of $20 or the value of the payments made, in addition to the charges for any perishable Products that were ordered. If any payment has been made in excess of $20 plus the charges for any perishable Products that were ordered, we will refund that excess amount to your original payment method or through an alternative means.
    3. You may cancel an order (whether it is accepted by us or not): (a) through the Site up to 24 hours before the delivery or collection window closes (as specified on the Site). If so, no fees or charges will apply to that cancellation; or (b) in all other circumstances, by contacting Customer Service on {{PHONE_NUMBER}} during Contact Hours. In this instance, if you cancel an order that has been accepted by us: (i) before the day of delivery or collection, then no fees or charges will apply to that cancellation; and (ii) on the day of delivery or collection, then we may charge you a cancellation fee of the lesser of $20.00 or the costs to {{BUSINESS_NAME}} arising from the cancellation plus the charges for any perishable Products that were ordered.
    4. If you cancel an order in respect of which we have taken payment, then the full payment amount, including any Delivery Fee and other fees and charges other than any fee payable under clause 10.3(b), will be refunded to your original payment method or through an alternative means.
  11. Fees and charges
    1. We will charge you, and you agree to pay, the following fees and charges in relation to an order that we accept (as applicable): (a) the purchase price of each Product that is ordered; (b) the delivery fee provided to you at the time you selected the relevant delivery window when placing your order (“Delivery Fee”); and (c) the cancellation fee for an order that is cancelled as set out in clause 10.3(b)(ii); and (d) any other fees and charges set out in these terms and conditions.
    2. All fees and charges identified in these terms and conditions and all prices for the Products include GST where applicable and are charged in dollars.
    3. The purchase price of each Product is shown on the product list on the Site at the time you place your order.
    4. You acknowledge that: (a) we are not required or obliged to match any prices for any Products, including matching any prices for a Product that is available through the Site at our supermarket or vice versa; and
    5. Just like in our store, prices for Products change from time to time and we do not provide any notice of these changes. Subject to these terms and conditions, once we have accepted your order, we will not change any prices that apply to the Products in that order.
    6. If a Product that you have ordered is not available and we have not provided you with a substitute then we will provide you with a refund back within 3-5 business days to your card of purchase to the value of the Products that were not supplied to you.
  12. Substitution or missing items in delivery
    1. You acknowledge that a Product that you order may be out of stock or temporarily unavailable. If this happens, then we will not be able to provide you with that Product.
    2. f you select the substitute option for some or all of your Products in an order, then we will endeavour to provide you with a substitute Product: (a) when the Product you have selected is not available; or (b) if we are not able to supply to you the Product that you have selected. We aim to select substitute Products that are of similar value and quality, but (subject to clause 13.5) we reserve the right not to provide you with a substitute Product even if a suitable substitute Product is available.
  13. Returns
    1. If you wish to return a Product that was provided to you under these Terms and Conditions, because it is defective, spoiled or past it’s use by date, then you may: (a) return that Product to our store; or (b) contact our Customer Service by telephone within 8 hours of the delivery time to make arrangements to return that Product. In this instance, you may return the Product to us at the time we deliver your next order. Upon confirmation from the driver that the good/s have been received we will refund your on-line account within 3-5 business days. You must provide us with the Tax Invoice we issued to you for your order to make a claim under this clause. If you fail to do so, then we may reject or deny your claim.
  14. Suspension of account
    1. We reserve the right to refuse service, terminate accounts and/or remove or edit content if we, acting reasonably, deem that you have acted in breach of these terms and conditions or have used the Site in a fraudulent or improper manner. Lighthouse Care also reserves the right to otherwise cancel orders in accordance with clause 10.
    2. If we lock, suspend or delete your account under clause 17.1, then we will refund all credits that you are entitled to receive under these terms and conditions by direct deposit to your nominated account once we have conducted all our verification and other relevant checks.
  15. Warranties
    1. You warrant that: (a) all information and data provided by you to us through the Site (including as part of the customer registration process) or otherwise is true, accurate, complete and up to date; (b) the person receiving the Products at the Delivery Address or collecting the Products on your behalf is authorised by you to do so; and (c) you have and will comply with all relevant laws relating to your use of the Site and your placement of any order to us.
  16. Privacy policy
    1. Our privacy policy is available on the Lighthouse Care site and forms part of these terms and conditions. You acknowledge and agree to our privacy policy.
  17. Changes to these terms and conditions
    1. We may change these terms and conditions at any time, and such modifications will be effective as soon as they are posted. For future orders, these terms may therefore be different. We recommend that you read these terms carefully each time you agree to them during the ordering process.
    2. If you have an order that has been accepted by us, the terms and conditions that will apply to the order are the terms and conditions that applied at the time you placed your order.
  18. Definitions
    1. Capitalised terms used are defined in these terms and conditions. In these terms: Contact Hours means Customer Service operating hours. Delivery Address means the address specified by you during the customer registration process for the delivery of Products that we will supply to you under these terms and conditions. In the case of delivery to a remote area via a courier, Delivery Address means the address of the courier to which we deliver the Products. Delivery Fee has the meaning given in clause 11.1(b). GST has the meaning it has in the A New Tax System (Goods and Services Tax) Act 1999 (Cwlth). LoginID means the email address that you provided to us as part of the registration process to use the Site. Product means each good or service that is advertised on the Site. Restricted Product means a Product that is subject to certain restrictions (for example, age restrictions) on its sale by a relevant law, such as Products containing liquor or tobacco.
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