Privacy policy

Effective Date: [Insert Date]

At Lava & Velvet ("we," "our," "us"), we value the trust you place in us when you visit our website, interact with our services, or purchase our products. Your privacy is important to us, and we are committed to handling your personal information responsibly, transparently, and securely.

This Privacy Policy explains how we collect, use, store, share, and protect your information when you visit our website, place an order, communicate with us, or use any of our services. By accessing or using our website, you acknowledge that you have read and understood this Privacy Policy.

1. Information We Collect

Depending on how you interact with us, we may collect the following categories of information:

Personal Information

  • Full name
  • Email address
  • Mobile phone number
  • Billing address
  • Shipping address

Order Information

  • Products purchased
  • Order history
  • Payment status
  • Delivery preferences
  • Order notes
  • Corporate or gifting instructions (where applicable)

Payment Information

Payments made through our website are processed by secure third-party payment providers. Lava & Velvet does not store your complete debit card, credit card, UPI PIN, CVV, or other sensitive payment credentials.

Device & Website Information

When you visit our website, we may automatically collect information such as:

  • IP address
  • Browser type and version
  • Device information
  • Operating system
  • Website usage data
  • Pages viewed
  • Referral source
  • Date and time of access

Communication Information

If you contact us, we may collect information shared through:

  • Email
  • Contact forms
  • WhatsApp (if used)
  • Social media messages
  • Customer support enquiries
  • Product reviews or feedback

2. How We Use Your Information

We use your information only where reasonably necessary to operate our business and provide our services.

Your information may be used to:

  • Process and fulfil your orders.
  • Verify payments and prevent fraudulent transactions.
  • Arrange shipping and delivery.
  • Respond to customer enquiries and support requests.
  • Process cancellations, returns, refunds, or exchanges.
  • Improve our website, products, and customer experience.
  • Send order confirmations, delivery updates, and service-related communications.
  • Send promotional communications where you have chosen to receive them.
  • Comply with legal, regulatory, accounting, or taxation obligations.
  • Manage corporate, wholesale, bulk, or customised orders.

3. Marketing Communications

With your consent or where otherwise permitted by applicable law, we may send updates regarding:

  • New product launches
  • Seasonal collections
  • Exclusive offers
  • Corporate gifting services
  • Events and promotions
  • Brand news

You may unsubscribe from marketing emails or promotional communications at any time using the unsubscribe link provided or by contacting us directly.

Please note that even if you opt out of marketing communications, we may still send important service-related messages concerning your orders or account.

4. Cookies & Similar Technologies

Our website may use cookies and similar technologies to improve your browsing experience and enhance website functionality.

These technologies may help us:

  • Remember your preferences.
  • Keep items in your shopping cart.
  • Analyse website traffic and performance.
  • Improve website functionality.
  • Measure the effectiveness of marketing campaigns.

You may manage or disable cookies through your browser settings. Please note that disabling certain cookies may affect the functionality of our website.

5. Analytics & Advertising

We may use trusted third-party analytics and advertising services to better understand how visitors use our website and to improve our products and services.

These services may collect information regarding website usage through cookies or similar technologies. Where applicable, such services may include website analytics, advertising platforms, or social media integrations.

We do not use these services to identify you personally unless required for providing our services or where permitted by law.

6. Sharing Your Information

We respect your privacy and do not sell or rent your personal information to third parties.

We may share your information only where reasonably necessary, including with:

  • Payment processing providers.
  • Shipping and logistics partners.
  • Technology and website service providers.
  • Customer communication platforms.
  • Professional advisers such as accountants, auditors, or legal advisers where necessary.
  • Government authorities, regulators, or law enforcement agencies where required by applicable law or a valid legal request.

All third-party service providers are expected to handle your information responsibly and only for authorised purposes.

7. Corporate, Bulk & Custom Orders

Where you place a corporate, wholesale, event, wedding, or customised order, we may collect additional information necessary to fulfil your request, including:

  • Business or organisation name.
  • GST details (where applicable).
  • Company contact information.
  • Delivery schedules.
  • Branding requirements.
  • Artwork or logo files.
  • Packaging specifications.
  • Custom product preferences.

This information is used solely for fulfilling your order, maintaining business records, and providing customer support.

8. Data Retention

We retain your information only for as long as reasonably necessary to:

  • Fulfil your orders.
  • Provide customer support.
  • Process refunds or warranty-related enquiries.
  • Maintain accounting and tax records.
  • Prevent fraud and misuse.
  • Comply with legal or regulatory obligations.

When information is no longer required, it will be securely deleted, anonymised, or otherwise disposed of in accordance with applicable laws and our internal practices.

9. Protecting Your Information

We take reasonable administrative, technical, and organisational measures to safeguard your personal information against unauthorised access, disclosure, alteration, misuse, or loss.

While we strive to protect your information using commercially reasonable security practices, no method of internet transmission or electronic storage can be guaranteed to be completely secure. Accordingly, we cannot guarantee absolute security.

10. Your Rights

Subject to applicable laws, you may have the right to:

  • Request access to your personal information.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of your personal information where legally permissible.
  • Withdraw consent for certain processing activities where consent is the basis for processing.
  • Opt out of marketing communications.

We may request reasonable verification of your identity before responding to certain requests.

11. Children's Privacy

Our website and products are intended for individuals who are legally capable of entering into a binding contract under applicable law.

We do not knowingly collect personal information directly from children without appropriate authorisation from a parent or legal guardian.

If you believe that personal information relating to a child has been provided to us without appropriate consent, please contact us so that appropriate action may be taken.

12. Third-Party Websites

Our website may contain links to third-party websites or services.

This Privacy Policy applies only to Lava & Velvet. We are not responsible for the privacy practices, content, or policies of third-party websites. We encourage you to review their respective privacy policies before sharing your information.

13. International Data Processing

As our business grows, certain trusted service providers may process information in jurisdictions outside India.

Where such processing occurs, we will take reasonable steps to ensure that your information receives an appropriate level of protection consistent with applicable legal requirements and contractual safeguards.

14. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our business operations, legal requirements, technology, or services.

Any updates will become effective when published on our website unless otherwise stated. Your continued use of our website after such updates constitutes your acceptance of the revised Privacy Policy.

15. Contact Us

If you have any questions, requests, or concerns regarding this Privacy Policy or the way your information is handled, please contact us using the contact details provided on our website.

We will make reasonable efforts to respond to privacy-related enquiries promptly and in accordance with applicable legal requirements.