02What we collect

Data you give us

• Identity and contact: name, email address, mobile number.
• Order details: billing and delivery addresses, products ordered, order history, invoices.
• Account details: login email and password (stored in encrypted form), saved addresses, wishlist.
• Support and feedback: messages, emails, call notes, WhatsApp chats, photos or videos you send for a return, and product reviews.
• Health information you choose to share: if you ask whether a product suits you, you may mention a medication or condition. Share only what is needed. We use it only to answer you and do not use it for marketing.

Data collected automatically

• IP address, browser, device type and operating system.
• Pages viewed, products browsed, time on site and the website that referred you.
• Approximate location derived from your IP address or PIN code.
• Cookie and similar identifiers (see section 6).

Data from partners

• Razorpay: payment status, transaction ID, payment method and, for cards, the network and last four digits.
• Shiprocket and courier partners: shipment, delivery and return status.
• Affiliate partners: the referral code or link that brought you to us.

03Why we use it

We collect only what we need for these purposes and do not use your data for an unrelated purpose without telling you first.

04Your consent and choices

When you place an order, you agree to us using your data to complete that order, as described above. Marketing is separate: you decide whether to opt in, and saying no does not affect your order.

You can withdraw consent as easily as you gave it:

• Click unsubscribe in any marketing email.
• Reply STOP to any promotional WhatsApp message.
• Email support@hyzenwellness.com with the subject line “Privacy Request”.

Withdrawing consent does not affect processing already carried out. If you withdraw consent for data we need to fulfil an open order, we may not be able to complete that order, and we will tell you before cancelling it.

05WhatsApp, SMS and email

We send order confirmations, cash on delivery confirmations, shipping and delivery updates through the official WhatsApp Business Platform, using AiSensy as our messaging provider. These messages are also processed by Meta under WhatsApp’s own terms. Similar updates may be sent by SMS and email.

We send promotional messages only if you have opted in, and every promotional message includes a way to opt out. You will still receive essential messages about your orders, payments, refunds and account.

06Cookies and similar technologies

We use cookies, pixels and similar tools for the following:

• Essential: keep you signed in, remember your cart and keep checkout secure. These cannot be switched off.
• Analytics: understand how visitors use the site so we can improve it.
• Advertising: measure our ads and show relevant Hyzen ads on other platforms, where used.

You can block or delete cookies in your browser settings, and through our cookie banner where shown. Blocking essential cookies may stop the cart or checkout from working.

07Who we share it with

We share personal data only with organisations that help us run Hyzen, and only the data each one needs:

These providers process data on our instructions and must protect it. We may also disclose data when required by law, a court order or a government authority, to protect against fraud, or as part of a merger or sale of the business, in which case this policy continues to apply.

We do not sell your personal data.

08Where your data is stored and how we protect it

Your data is stored on secure servers operated by us or our providers. Some providers may store or process data outside India. Where that happens, we transfer data only as permitted under Indian law and require appropriate safeguards.

We use encrypted connections (HTTPS), access controls, strong passwords and regular backups. No system is completely secure, so please keep your account password private and tell us straight away if you suspect misuse.

If a personal data breach occurs, we will inform affected customers and the Data Protection Board of India as required by law, along with the steps we are taking.

09How long we keep it

• Invoices and transaction records: as long as tax and company law require, currently up to 8 years.
• Account data: while your account is active. If your account is unused for 3 years we may delete it after giving you at least 48 hours’ notice.
• Marketing preferences: until you withdraw consent.
• Support records, return photos and videos: up to 3 years after the matter is closed.

After that, data is deleted or anonymised unless the law requires us to keep it longer.

10Your rights

Under the Digital Personal Data Protection Act, 2023 you can:

• Ask for a summary of the personal data we hold about you and how we use it, and the names of those we have shared it with.
• Ask us to correct, complete or update your data.
• Ask us to erase data we no longer need, subject to records we must keep by law.
• Withdraw consent at any time.
• Raise a grievance with us and, if unresolved, with the Data Protection Board of India.
• Nominate another person to exercise these rights if you die or become unable to do so.

To use any of these rights, email support@hyzenwellness.com with the subject line “Privacy Request”. We may ask you to verify your identity. We respond within 30 days.

11Children

Our products and website are meant for adults aged 18 and above. We do not knowingly collect data from children. A parent or lawful guardian may buy on a child’s behalf, and should consult a doctor before giving any supplement to a child. If you believe a child has shared data with us, contact us and we will delete it.

12Third-party websites

Our site may link to other websites and social platforms, and checkout payments happen on Razorpay’s secure page. Those services have their own privacy policies, and we are not responsible for their practices.

13Grievances

If you are unhappy with how we have handled your data, contact our Grievance Officer, Hriday Patel, at support@hyzenwellness.com or +91 99989 57411, with the subject line “Privacy Grievance”. We acknowledge every grievance within 48 hours and aim to resolve it within 30 days.

If you are not satisfied with our response, you may file a complaint with the Data Protection Board of India.

14Changes to this policy

We may update this policy when our practices, providers or the law change. The latest version will always be on this page with the date at the top. If a change materially affects how we use your data, we will notify you by email or on the website, and ask for fresh consent where the law requires.