Privacy Policy

Information we collect

We collect information in the following ways. What we collect depends on how you interact with us.

Information you provide to us

• Account information. When you create an account or place an order as a guest, we collect your name, email address, and — where you enter it — your phone number, billing address and shipping address. You can also choose to save a product review or to submit a support request, in which case we keep the content you wrote along with your email address and, if you are signed in, your account identifier.
• Order information. We record the products, options, quantities, prices, discounts and shipping method you selected, the order total, the order status, and the tracking and delivery status of your shipment.
• Inquiry and business cooperation information. When you submit a sales inquiry, an after-sales request, a partnership application, a distributor application, or a newsletter subscription, we collect the details you enter, including your region and the specifics of your request.

Information collected automatically from your device

• Device and usage data. We receive technical data such as your IP address, browser type and version, operating system, screen resolution, preferred language, referring page, and the pages you viewed and the time you spent on them.
• Cookies and local storage. We and our analytics provider use cookies and similar technologies. Our Cookie Policy describes what we set, why, and how to change your choices.
• Referral attribution. If you arrive through an affiliate or referral link, we record the referral code and its attribution so the referring partner earns credit for the order.

Information we do not collect

We do not store complete payment card numbers. Card details are entered directly into our payment provider's hosted form and are handled by that provider. We store only the card brand, the last four digits, and the payment reference needed to reconcile orders, refunds and chargebacks.

How we use your information

We use personal information for the following purposes:

• To process orders, take payment, ship and deliver products, and handle returns, refunds and warranty claims.
• To create and operate your account, and to let you place orders without re-entering your details.
• To provide customer support, respond to inquiries and after-sales requests, and handle business, distributor and partnership applications.
• To send order updates, shipping notifications and service messages. These are transactional messages required to complete your purchase and are not affected by a marketing consent withdrawal.
• To send marketing communications, product news and offers, where you have consented to receive them. Where consent is required, we send only after you opt in, and every such message includes an unsubscribe link.
• To measure how the Site is used, so we can improve our pages, products and performance. Analytics is only activated if you consent to it.
• To prevent fraud, detect abuse, enforce our Terms of Use, and protect the security and integrity of the Site.
• To comply with legal obligations, respond to valid legal requests, and resolve disputes.

Where we rely on consent as our legal basis, you may withdraw that consent at any time through the unsubscribe link in the message or by changing your cookie choices as described in the Cookie Policy. Withdrawing consent does not affect processing carried out before the withdrawal.

How we share information

We share personal information only with the categories of recipients below, and only to the extent needed for the purpose described.

• Payment processing. Our payment provider processes card payments and returns the payment reference, card brand and last four digits to us. It acts as an independent controller for the payment data it processes.
• Shipping and carriers. We pass your name, contact details, shipping address and order contents to the carrier so the shipment can be delivered, and we receive the tracking and delivery status back.
• Content delivery. Product images, videos and other media assets are served from our content delivery network, which receives the requests your browser makes for those files.
• Analytics. With your consent, we use a web analytics provider to understand how the Site is used. Analytics events are only sent after you consent, and you can change that choice at any time.
• Professional advisers and authorities. We may disclose information to auditors, accountants, lawyers and other professional advisers, and to regulators, law enforcement or courts where disclosure is required by law or necessary to protect our rights.
• A business transfer. Information may be disclosed as part of a merger, acquisition, financing or sale of assets. In that case, the entity receiving the information becomes subject to this policy.

We do not sell or share your personal information for money. We do not disclose personal information to third parties for their own advertising or marketing purposes.

Children

The Site is not directed to children, and we do not knowingly collect personal information from anyone under the age of 13. If you are under 13, please do not provide us with personal information. If you are the parent or guardian of a child who has provided us with personal information, contact us using the form on the Contact page and we will delete that information. Purchases and account creation are intended for users who are at least 18 years old, or who are purchasing with the involvement of a parent or guardian.

Data security

We use encryption in transit to protect information as it travels between your device and our servers, and we restrict access to personal information to the employees and contractors who need it to perform their duties. Payment card data is handled by our payment provider in a PCI DSS compliant environment and never passes through or rests in our own systems.

No method of transmission or storage is completely secure. If a breach occurs that affects your information, we will notify you and the relevant supervisory authority as required by applicable law.

How we store and process information

Personal information is stored on servers located in the region where the Site is operated, and is processed there. When you interact with the Site from another country, your information is transferred to that region. Where that transfer crosses borders, we rely on the safeguards described in the section for the EEA, UK and Switzerland below.

We retain personal information for as long as needed for the purpose it was collected, and then for as long as required by law. In practice this means:

• Order records are kept for the period required by tax and accounting law in the jurisdiction where the order was sold, and thereafter for the limitation period applicable to warranty and dispute claims.
• Account data is kept while your account is active, and deleted or de-identified after the retention period above expires.
• Product reviews and inquiries are kept for as long as needed to respond to the request, to publish the review, and to maintain a record of any resulting warranty or dispute.
• Analytics data is kept for the retention period set by the analytics provider, after which it is aggregated or deleted.

When we delete information that is no longer required, we remove it from active systems and from our backups as those backups are cycled through.

Your rights and choices

Depending on where you live, you may have the right to:

• Ask us for a copy of the personal information we hold about you.
• Have inaccurate or incomplete information corrected.
• Have your personal information deleted.
• Restrict the processing of your information, or object to processing based on legitimate interests.
• Receive the information you gave us in a portable, machine-readable format.
• Withdraw consent, where consent is the basis for processing.
• Not be subject to a decision based solely on automated processing, including profiling, that produces legal or similarly significant effects. We do not use automated decision-making in this way today.
• Object to direct marketing at any time, without affecting your right to transactional messages about your orders.

How to exercise these rights. Use the form on the Contact page, stating that your message is a privacy request and describing the right you want to exercise. If you have an account, include the email address associated with it so we can verify your identity. We will verify your request and respond within the period required by applicable law — generally within 30 days of receiving a complete request, extendable where the law allows.

You may also lodge a complaint with your local data protection supervisory authority. We would rather hear from you first, and we do not treat a complaint as a breach of this policy.

Special information for California residents

If you are a California resident, the California Consumer Privacy Act as amended by the California Privacy Rights Act gives you the rights described below.

• Right to know. You may request that we disclose the categories of personal information we collect about you, the categories of sources, the purposes of collection, and the categories of third parties we share it with.
• Right to delete. You may request deletion of personal information we hold about you, subject to the exceptions in the law.
• Right to correct. You may request that we correct inaccurate personal information.
• Right to opt out of sale or sharing. We do not sell or share personal information as those terms are defined in the law, so there is nothing to opt out of. If this ever changes, we will update this policy and provide a way to opt out.
• Right to limit use of sensitive personal information.We do not use or disclose sensitive personal information as defined by the law for the purpose of inferring characteristics about you.
• Right to non-discrimination. We do not discriminate against you for exercising any of these rights.

To exercise a California right, use the Contact form, stating that your message is a privacy request. We will verify your request and respond within the period required by applicable law. Information we are required to retain by law, or that falls into certain exemptions, may not be deletable on request.

Shine the Light. California Civil Code section 1798.100 permits certain consumers to request information about how we disclose certain categories of personal information to third parties for their own direct marketing purposes. We do not disclose personal information to third parties for their own direct marketing, so there is no information to provide in response to such a request.

Special information for EEA, UK and Switzerland users

If you are in the European Economic Area, the United Kingdom or Switzerland, the GDPR and equivalent local law apply to our processing of your personal information. In addition to the rights listed above, you have the right to complain to a supervisory authority, and the right not to be subject to automated decision making including profiling.

Legal bases. We process personal information on the following bases: performance of a contract (to process and deliver your order, and to answer your support and after-sales requests), our legitimate interests (to operate and secure the Site, prevent fraud, and, where analytics is used with consent, to improve the Site), consent (for marketing emails, for analytics cookies, and where the law requires it), and compliance with a legal obligation (for example, tax and accounting record keeping).

International transfers. Our servers and the service providers listed above are located outside the EEA, UK and Switzerland. Where information is transferred out of those areas, we rely on an adequacy decision where one exists, or on standard contractual clauses approved by the European Commission together with supplementary measures where it does not. You may request information about the safeguards we use through the Contact form.

Representative. Requests from data subjects in the EEA can be directed to us through the Contact form. We will verify and handle the request in line with this policy and applicable law.

Changes to this policy

We may update this policy to reflect changes in our practices, our services or the law. When we do, we will change the "Last updated" date at the top of this page. If a change materially affects how we use information you already provided, we will notify you through the email address on your account, or through a notice on the Site, before the change takes effect.

Contact us

If you have questions about this Privacy Policy or how we handle your personal information, please use the form on the Contact page. You can also reach us by mail at our registered address, which is stated on the Imprint page.