Privacy Policy

This Privacy Policy explains how Velnaura ("Velnaura", "we", "us", "our") collects, uses, discloses and protects personal data when you visit velnaura.com, browse our products, place an order, or otherwise interact with us (collectively, the "Services"). By using the Services, you agree to the collection and use of information in accordance with this policy.

Business name: Velnaura Skincare
Registered address: [Velnaura Business Address, City, Pakistan]
Contact email: hello.velnaura@gmail.com

We collect the following categories of personal data:

We use personal data to:

• Process, pack, ship and deliver your order, including coordinating with courier partners;
• Confirm Cash on Delivery (COD) orders by phone or WhatsApp before dispatch;
• Process payments made via JazzCash, Easypaisa or bank transfer, and verify transactions;
• Respond to customer service enquiries, complaints, returns and exchange requests;
• Send order confirmations, shipping updates and, where you've opted in, marketing messages;
• Improve our website, product range and customer experience through analytics;
• Detect and prevent fraud, abuse, non-pickup patterns on COD orders, and security incidents;
• Comply with applicable tax, accounting and consumer-protection record-keeping obligations.

We use cookies and similar technologies (such as local storage and pixel tags) to keep your cart working across pages, remember your preferences, understand how visitors use the site, and, where enabled, to measure the performance of our marketing.

• Essential cookies — required for core site functions like the shopping cart and checkout; these cannot be switched off.
• Analytics cookies — help us understand aggregate site usage so we can improve the experience.
• Marketing cookies — used, where you've consented, to show relevant ads on other platforms (e.g. Meta/Google) and measure campaign performance.

You can control or delete cookies through your browser settings at any time. Blocking essential cookies may prevent parts of the site, such as checkout, from working correctly.

We do not sell your personal data. We share limited personal data only with:

• Courier partners — TCS, Leopards Courier and PostEx receive the recipient's name, phone number, delivery address and order value needed to deliver your parcel and collect COD payment.
• Payment processors — JazzCash and Easypaisa process wallet payments directly with you; we receive only a transaction reference and status, not your wallet PIN or full account credentials. Bank transfers are verified against your bank's own confirmation.
• Service providers — hosting, email/SMS/WhatsApp messaging, analytics and customer-support tool providers, bound by confidentiality and data-processing terms.
• Legal & regulatory bodies — where required to comply with a legal obligation, court order, or to protect the rights, property or safety of Velnaura, our customers, or others.

We do not currently transfer personal data outside Pakistan for order fulfilment, as we ship domestically only.

We retain order and transaction records for as long as needed to fulfil the order, handle returns/exchanges within our 14-day window, respond to disputes, and meet our accounting and tax record-keeping obligations (generally up to 6 years, consistent with standard Pakistani business record-keeping practice, unless a longer period is required by law). Marketing data (e.g. newsletter subscriptions) is kept until you unsubscribe or request deletion. Analytics data is retained in aggregated/anonymised form beyond this.

While Pakistan does not yet have a single, fully enacted data protection statute (see Section 11), we voluntarily extend the following rights to you, consistent with international best practice:

• Access — request a copy of the personal data we hold about you.
• Correction — ask us to correct inaccurate or incomplete data.
• Deletion — request deletion of your data, subject to our legal retention obligations (e.g. completed order records).
• Opt-out of marketing — unsubscribe from marketing emails/SMS/WhatsApp at any time via the link provided or by contacting us.
• Withdraw consent — where processing relies on your consent (e.g. marketing cookies), you may withdraw it at any time.

To exercise any of these rights, contact us using the details in Section 13. We will respond within a reasonable time, generally within 30 days.

The Services are intended for individuals aged 18 and above, or for use by a parent/guardian on behalf of a minor. We do not knowingly collect personal data directly from children under 13. If you believe a child has provided us with personal data without appropriate consent, please contact us so we can delete it.

We use reasonable technical and organisational measures — including HTTPS encryption in transit, restricted internal access to customer data, and secure hosting — to protect your personal data against unauthorised access, alteration, disclosure or destruction. No method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

Pakistan does not yet have a single, fully enacted comprehensive data protection law. Pending the passage of the draft Personal Data Protection Bill, our practices are guided by the right to privacy under Article 14 of the Constitution of Pakistan, the Prevention of Electronic Crimes Act, 2016 (PECA), the Electronic Transactions Ordinance, 2002, and applicable provincial Consumer Protection legislation, and are additionally informed by internationally recognised privacy principles (broadly GDPR-inspired) as a matter of good practice. This section will be updated once the Personal Data Protection Bill is enacted.

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will post the revised version on this page with an updated "Last updated" date. Material changes will be highlighted via the website or, where appropriate, direct notice.

If you have questions about this Privacy Policy or how we handle your data, contact us at: