Privacy policy

01Personal information we collect

By "personal information" we mean information that identifies or can reasonably be linked to you. It does not include information collected anonymously or de-identified so it cannot be linked back to you. Depending on how you interact with the Services, we may collect or process the following, including inferences drawn from them:

• Contact details: name, billing address, shipping address, phone number and email address.
• Financial information: payment card details, transaction details, form of payment and payment confirmations. Card details are handled by our payment provider and are never stored on our systems. If we refund a Cash on Delivery order, we also process the UPI ID you give us.
• Account information: username, password, preferences and settings.
• Transaction information: items you view, add to cart, purchase, return or cancel, and your past transactions.
• Communications with us: anything you include when you write to us by email or WhatsApp, such as a customer support enquiry.
• Device information: details about your device, browser or network connection, your IP address and other unique identifiers.
• Usage information: how and when you interact with or navigate the Services.

02Where this information comes from

• Directly from you, when you create an account, use the Services, communicate with us, or otherwise provide your information.
• Automatically through the Services, from your device when you visit our website, and through cookies and similar technologies.
• From our service providers, when they process information on our behalf.
• From our partners or other third parties.

03How we use your information

• Provide and improve the Services: to perform our contract with you, process payments, fulfil orders, arrange shipping, handle returns, remember your preferences, manage your account, enable reviews and recommend relevant products.
• Marketing and advertising: to send promotional communications by email, SMS or WhatsApp where you have agreed to receive them, and to show you online advertisements, including based on items you previously purchased or added to your cart.
• Security and fraud prevention: to authenticate your account, provide a secure payment experience, and detect or act on possible fraudulent, illegal or malicious activity.
• Communicating with you: to provide customer support and respond to you.
• Legal reasons: to comply with applicable law, respond to valid legal process including requests from law enforcement, and enforce our terms or policies.

04How we disclose information

We may disclose your personal information to third parties for legitimate purposes, subject to this Privacy Policy:

• With Shopify, vendors and other third parties who perform services on our behalf, such as IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and shipping.
• With business and marketing partners to provide marketing services and advertise to you. These partners use your information in line with their own privacy notices.
• When you direct, request or consent to disclosure, such as to ship you products.
• With our affiliates or otherwise within our corporate group.
• In connection with a business transaction such as a merger, to comply with legal obligations, to enforce our terms, and to protect the Services and the rights of our users or others.

The main partners who process customer information on our behalf are:

• Shopify: store hosting, customer accounts and order records.
• Shiprocket: powers our checkout. Receives your name, phone number, delivery address and order details so the order can be placed, and may verify your phone number by OTP.
• PayU: processes your payment and handles your card, UPI or netbanking details. Full card numbers never reach us.
• Courier partners: delivery and Cash on Delivery collection. Receive your delivery address and phone number.
• Meta Platforms: advertising measurement and audience targeting. See Section 05.
• Messaging providers: send our order updates and, where you have agreed, marketing emails, SMS and WhatsApp messages.

We do not sell your personal information. If you would prefer we did not share your information for targeted advertising, write to assistance@rasalabs.in and we will action it.

05Cookies, pixels and advertising tools

Our website uses cookies and similar technologies, including tracking pixels placed by our advertising partners:

• Essential cookies: keep your cart, checkout and login working. These cannot be switched off without breaking the store.
• Analytics cookies: tell us which pages get visited and how the store is performing overall.
• Advertising cookies and pixels: let us measure which ads lead to sales and show you relevant ads on other platforms.

We advertise on Meta (Facebook and Instagram) and may use the Meta Pixel together with server-side event sharing (the Conversions API). When you view a product, add to cart, begin checkout or complete a purchase, we may share that event with Meta. Where available this includes a hashed, scrambled version of your email address or phone number, which lets Meta match the event without us handing over the plain details. Meta processes this under its own data policy.

Your choices: you can block or delete cookies in your browser settings, and control how ads are personalised in your Meta account settings. Blocking essential cookies will stop checkout from working. To ask us to stop using your information for targeted advertising, email assistance@rasalabs.in.

06Emails, SMS and WhatsApp

• Service messages: order confirmations, dispatch and tracking updates, delivery attempts and replies to your support queries. These are part of fulfilling your order, so they are sent to every customer.
• Promotional messages: offers, launches and reminders about items left in your cart. You can stop these at any time without affecting your orders.

To opt out of promotional messages, use the unsubscribe link in any marketing email, reply STOP to a promotional SMS, or reply asking us to stop on WhatsApp. You can also email assistance@rasalabs.in and we will remove you from every marketing list we run.

If you message us on WhatsApp at +91 96826 40187, your phone number and the contents of your messages are processed by us and by WhatsApp under its own privacy terms. We use these conversations only to answer you and to keep a record of what was agreed on your order.

07Our relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve them. Information you submit will be transmitted to and shared with Shopify, as well as third parties that may be located in countries other than where you reside.

We use certain Shopify features that incorporate data from your interactions with our store, other merchants and Shopify itself. In these circumstances Shopify is responsible for that processing, including responding to your requests to exercise your rights over it. See the Shopify Consumer Privacy Policy at privacy.shopify.com.

08Third-party websites and links

The Services may link to websites or platforms operated by third parties. If you follow a link to a site we do not control, review its privacy and security policies. We are not responsible for the privacy or security of such sites. Our inclusion of a link does not by itself imply endorsement.

09Children's data

The Services are not intended for use by children. In India a child is anyone under the age of 18, and we do not knowingly collect personal information from children, or use it for tracking or behavioural advertising.

If you are the parent or guardian of a child who has given us their information, contact us using the details in Section 14 and we will delete it.

10Security and retention

We use reasonable security safeguards, but no security measures are perfect, and information sent to us may not be secure while in transit. Please do not use unsecure channels to send us sensitive information. If a personal data breach affects you, we will notify you and the Data Protection Board of India as required by law.

How long we keep your information depends on what it is for:

• Order and transaction records are kept for as long as Indian tax and company law requires us to hold them.
• Account and marketing information is kept until you ask us to delete it or withdraw your consent.
• Support conversations are kept while they are useful for resolving disputes and honouring guarantees.

You can ask us to delete your information at any time by emailing assistance@rasalabs.in. We will remove everything we are not legally required to keep, and tell you what had to stay and why.

11Your rights and choices

• Right to access: request a summary of the personal information we hold about you and how it is processed.
• Right to correct and update: request that we correct or complete inaccurate personal information.
• Right to delete: request that we delete the personal information we maintain about you.
• Right to portability: receive a copy of your information and, in certain circumstances, ask us to transfer it.
• Communication preferences: opt out of promotional messages at any time. We may still send service messages about your orders.

Exercise any of these rights by contacting us using the details in Section 14. We will not discriminate against you for exercising them. We may need to verify your identity before processing a request.

12If you are in India

Most of our customers are in India, where the Digital Personal Data Protection Act, 2023 and the rules made under it apply. Shahdhar Innovative Private Limited is the Data Fiduciary for your personal data, and you also have these rights:

• Withdraw your consent: wherever we rely on your consent, you can take it back as easily as you gave it. Withdrawal does not undo anything we lawfully did beforehand.
• Nominate someone: you can nominate another person to exercise your rights on your behalf if you die or become incapacitated.
• Grievance redressal: raise any privacy complaint with our Grievance Officer, whose details are in Section 14.

13International transfers

We may transfer, store and process your personal information outside India. Several of our providers, including Shopify and Meta, operate globally, so your information may be processed on servers outside India, subject to any restrictions notified under Indian law.

14Company details, complaints and Grievance Officer

15Changes to this policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for operational, legal or regulatory reasons. We will post the revised policy on this website, update the "Last updated" date, and provide notice as required by applicable law.