Privacy Policy

Who We Are

Velnaura is operated by Muhammad Umar Awan, a sole proprietor trading as Velnaura, based in Lahore, Pakistan. When this policy says "we", "us" or "Velnaura", it means that business. We decide how and why your personal information is used, which makes us responsible for it.

This policy covers our website, our checkout, our messages to you on WhatsApp, SMS and email, and our social media accounts. By using the site or placing an order you accept it. If you do not agree, please do not use the site.

What We Collect

We do not ask for, and you should not send us, sensitive information such as your national identity card number, health records or bank passwords. If you describe a skin condition while asking us a question, we use it only to answer you.

How We Use It

• To fulfil your order: confirm it, pack it, hand it to a courier, take payment and deal with returns or refunds.
• To keep in touch about your order: confirmations, tracking, delivery calls and support replies.
• To look after you: answer questions, fix problems and, if you opt in, remind you when a tube may be running low.
• To tell you about Velnaura: newsletters and offers, only if you signed up, and you can stop whenever you like.
• To improve the site and the product: understand what is working, fix errors and keep the store secure.
• To protect the business: prevent fraud, abuse and repeated refused deliveries, and meet our legal and tax duties.

We use your information on these grounds: it is needed to carry out our contract with you, you have given your consent, we have a legitimate interest in running and protecting a small business, or the law requires it.

Who We Share It With

We never sell or rent your personal information. We share it only with the people who help us serve you, and only what they need:

• Courier partners receive your name, address and mobile number to deliver your parcel.
• Our store platform (Shopify) hosts the store, the cart and your orders.
• Payment providers process online payments and refunds. Card details go directly to them.
• Messaging services such as WhatsApp, SMS and email providers carry our messages to you.
• Newsletter services: Resend stores email subscribers and sends the Ritual Guide and newsletter emails. Upstash stores signup consent records and temporary delivery and abuse-prevention records.
• Analytics and advertising tools help us understand traffic and measure our own advertising. They see device and usage data, not your name or address.
• Professional advisers, such as accountants and lawyers, where we need their help.
• Authorities, where the law requires it or to protect our rights, for example in response to a lawful request.

If the business is ever sold or reorganised, your information may move to the new owner, who must honour this policy.

Information Stored Outside Pakistan

Some of the services we use, including our store platform, analytics and email tools, store data on servers in other countries. When that happens we choose providers that protect information to a reasonable standard, and we share only what is needed. By using the site you accept this transfer.

Cookies and Similar Tools

Cookies are small files that a website saves in your browser. We use a few, and you can block or delete them in your browser settings. The cart and checkout will not work without the essential ones.

Marketing Messages

We send newsletters and offers only if you ask for them. You can leave at any time by using the unsubscribe link in an email, replying STOP to a text, or telling us on WhatsApp. Order messages, such as confirmations and delivery updates, are not marketing and will continue while you have an open order.

How Long We Keep It

• Order and payment records: for as long as tax and accounting law requires, generally up to six years.
• Support messages and return photos: up to two years after the issue is closed.
• Marketing details: until you unsubscribe, then only a minimal record that you did.
• Analytics data: for the period set by the analytics tool, normally up to 26 months.

When we no longer need information, we delete it or remove anything that identifies you.

Keeping It Safe

We use secure connections, limit who can see customer information and rely on established platforms for hosting and payments. No system on the internet is perfectly secure, so we cannot promise absolute security. If we ever learn that your information has been exposed in a way that could harm you, we will tell you and the relevant authorities as the law requires.

Your Choices and Rights

Pakistan does not yet have a comprehensive data protection law in force, but we think you should have control anyway. You can ask us to:

• Tell you what information we hold about you and give you a copy.
• Correct anything that is wrong or out of date.
• Delete your information, unless we must keep it for tax, legal or fraud-prevention reasons.
• Stop using it for marketing, or object to other uses.
• Withdraw consent you gave earlier. This does not affect what we did before you withdrew it.

Write to us at hello.velnaura@gmail.com or on WhatsApp (+92 316 4506806 (opens in a new tab)) from the number or email on your order so we can confirm it is you. We answer within 30 days. If you are not happy with our answer, you can complain to the authorities that apply to you.

Children

Our products and site are meant for adults. We do not knowingly collect information from anyone under 18. If you believe a child has given us their details, tell us and we will delete them.

Other Websites

Our site may link to social media and other websites. We do not control them and are not responsible for how they handle your information. Please read their policies.

Changes and Contact

We may update this policy as the business grows or the law changes. The date at the top shows the latest version, and we will tell you about important changes. For anything about your privacy, contact Muhammad Umar Awan, Velnaura, Lahore, Punjab, Pakistan, or write to hello.velnaura@gmail.com.

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