Privacy Policy

Last updated: 5 September 2025

Your privacy matters. This Policy explains what personal data we collect, how we use and share it, and the choices you have. It applies to our website, checkout, customer support (email/SMS/WhatsApp), and any pages that link to this Policy.

Plain‑English note: This summary is for transparency. It doesn’t limit your rights under applicable law.

 

1) Who we are & how to contact us

Neutrics Naturals (“we”, “us”, “our”) is the controller of your personal data when you shop with us or use our site. For questions or privacy requests, reach us via /contact.

Postal correspondence (returns/ops): See addresses on /delivery-shipping. We maintain local stock and logistics partners in Pakistan, Azerbaijan, Tajikistan, Kyrgyzstan, Uzbekistan, and Mongolia.

 

2) Data we collect

We collect the minimum necessary to run our store and support you.

You provide

• Identity & contact: name, email, phone, addresses.
  
  
• Account details: password (hashed), preferences.
  
  
• Order data: items, notes, delivery instructions.
  
  
• Messages & support: emails, chat/WhatsApp/SMS content, attachments.
  
  

Collected automatically

• Device & usage: IP address, browser, device type, operating system, pages viewed, events (clicks, scroll), referral/UTM, approximate location (from IP).
  
  
• Cookies & similar tech: see /cookie-policy for details and controls.
  
  

From third parties

• Payment/anti‑fraud providers (transaction approval/decline, risk signals).
  
  
• Couriers/fulfillment partners (tracking status, delivery outcomes).
  
  
• Marketing/analytics platforms (campaign performance, consent flags).
  
  

Sensitive data: We do not request or store medical records or health diagnoses. Please don’t share medical information in support messages.

 

3) Why we use your data (purposes & legal bases)

• Process and deliver orders (contract) — checkout, payment, shipping, notifications.
  
  
• Customer support (contract/legitimate interests) — answer questions, handle returns, warranties.
  
  
• Account & subscriptions (contract) — login, order history, renewals, reminders.
  
  
• Personalize content/offers (consent/legitimate interests) — recently viewed items, recommendations.
  
  
• Marketing (consent where required) — email, SMS, WhatsApp; you can opt out anytime.
  
  
• Analytics & improvements (legitimate interests) — site performance, debugging, A/B tests.
  
  
• Security & fraud prevention (legitimate interests/legal obligation) — detect abuse, secure payments.
  
  
• Legal compliance (legal obligation) — tax, accounting, regulatory requests.
  
  

 

4) How we share data

We don’t sell personal data. We share only with trusted recipients for the purposes above:

• Payment processors & banks — to take payments and issue refunds.
  
  
• Couriers & warehousing/fulfillment partners — to ship, track, and deliver orders (including our local hubs in PK, AZ, TJ, KG, UZ, MN).
  
  
• Customer communications — email/SMS/WhatsApp service providers.
  
  
• Analytics & anti‑fraud — to protect accounts and improve performance.
  
  
• Professional services — auditors, accountants, legal advisors under confidentiality.
  
  
• Law enforcement/regulators — when required by law.
  
  

 

5) International transfers

We operate in multiple countries. Your data may be processed in Pakistan and our local‑stock countries listed above. Where law requires, we use appropriate safeguards (e.g., standard contractual clauses, data‑processing agreements) and limit access to personnel and vendors who need it.

 

6) Cookies & similar technologies

We use necessary cookies to run the site, and optional cookies for analytics and marketing. See /cookie-policy for a full list, retention times, and how to manage preferences via the cookie banner (“Cookie Settings”).

 

7) Data retention

We keep data only as long as needed for the purpose collected, then delete or anonymize it.

• Orders, invoices, and tax records: up to 7 years (legal/accounting).
  
  
• Account data: while your account is active, then 24 months after last activity.
  
  
• Customer support tickets: 24 months after resolution.
  
  
• Marketing consents & email/SMS logs: until you withdraw consent or opt out, then minimal suppression records kept to honor your choice.
  
  
• Web logs & analytics events: typically 12–24 months.
  
  

 

8) Your choices & rights

Your local law may give you rights over your personal data. Subject to exemptions, you can:

• Access a copy of your data; correct inaccurate data.
  
  
• Delete data we no longer need; restrict or object to certain processing.
  
  
• Withdraw consent for marketing/cookies at any time.
  
  
• Portability: receive data you provided in a machine‑readable format where applicable.
  
  
• Complain to your data‑protection authority; we’d appreciate the chance to resolve issues first.
  
  

How to exercise: contact us at /contact with your request and the email used at checkout/account. We may ask for verification to protect your data.

 

9) Marketing: email, SMS, and WhatsApp

• Email: Unsubscribe via the footer link or account settings.
  
  
• SMS: Opt out by replying STOP (or the local equivalent). Msg & data rates may apply.
  
  
• WhatsApp: We message you only if you opt in (e.g., order updates or tips). Reply STOP or use WhatsApp settings to block/withdraw consent.
  
  

 

10) Children’s privacy

Our Services are not directed to children. We don’t knowingly collect data from persons under 13 (or the age defined by your local law). If you believe a child provided data, contact us to delete it.

 

11) Security

We use administrative, technical, and physical safeguards appropriate to the risk (encryption in transit, access controls, logging, staff training). No system is 100% secure; please protect your account credentials and notify us of any suspected compromise.

 

12) Third‑party sites & social

Our site may link to third‑party websites or social platforms. Their privacy practices are their own; please review their policies.

 

13) Changes to this Policy

We may update this Policy to reflect changes in our practices or legal requirements. We’ll post the new date above and, if changes are material (e.g., new marketing uses), we’ll notify you via the site or email.

 

14) Country/region notes (high level)

• Pakistan: Domestic processing by our PK team and service providers; Urdu/English labeling on product pages.
  
  
• Local‑stock countries (AZ/TJ/KG/UZ/MN): We may share delivery details with in‑country couriers/warehouses to complete your order.
  
  
• EEA/UK visitors: Where GDPR/UK GDPR applies, our legal bases include contract, legitimate interests, consent, and legal obligation; you have the rights listed in Section 8. International transfers use appropriate safeguards.
  
  
• California residents: You may have additional rights (access, deletion). We do not sell personal information as defined by California law.