Privacy policy

Last updated: 9 September 2026

NEULO operates this store and website, including all related information, content, features, tools, products and services, to provide you with a curated shopping experience (the “Services”). The Store is powered by Shopify. This Privacy Policy explains how we collect, use and disclose your personal information when you visit or use the Services, make a purchase or other transaction, or otherwise communicate with us. If there is a conflict between our Terms of Use and this Privacy Policy, this Privacy Policy controls in relation to the collection, processing and disclosure of personal information.

Please read this Privacy Policy carefully. By using or accessing the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use and disclosure of your information as described here.

Personal information we collect or process

When we use the term “personal information”, we mean information that identifies you or another person, or that can reasonably be linked to you or another person. It does not include information collected anonymously or de-identified so that it cannot reasonably identify or be linked to an individual. Depending on how you use the Services, where you live and what applicable law permits or requires, we may collect or process the following categories of personal information, including inferences drawn from that information:

Contact details, including your name, address, billing address, shipping address, telephone number and email address.
Financial information, including credit or debit card details, financial account numbers, payment information, transaction details, payment method and payment confirmation.
Account information, including your username, password, security questions and preferences.
Transaction information, including products you view, add to your cart or wishlist, purchase, return, exchange or cancel, and your transaction history.
Communications with us, including information you provide when you contact customer support.
Device information, including information about your device, browser and network connection, your IP address and other unique identifiers.
Usage information, including how and when you access, use and navigate the Services.

Sources of personal information

We may collect personal information from the following sources:

Directly from you, including when you create an account, visit or use the Services, communicate with us, or otherwise provide us with personal information.
Automatically through the Services, including from your device when you use our products or services or visit our website, and through cookies and similar technologies.
From our service providers, including providers we engage to supply technology or to collect or process personal information on our behalf.
From our partners and other third parties.

How we use personal information

Depending on how you interact with us and which Services you use, we may use personal information for the following purposes:

Providing, tailoring and improving the Services. We use personal information to provide the Services, perform our contract with you, process payments and orders, remember your preferences and products that may interest you, send account notifications, process purchases, returns, exchanges and other transactions, create and manage accounts, arrange delivery, support returns and exchanges, enable reviews, recommend products connected with your purchase history, and otherwise tailor and improve your shopping experience.
Marketing and advertising. We may use personal information for marketing and promotional purposes, including sending marketing, advertising or promotional communications by email, text message or post, and displaying online advertising on the Services or other websites based on products or services you previously purchased, added to your cart or otherwise interacted with.
Security and fraud prevention. We use personal information to authenticate accounts, provide secure payment and shopping services, detect, investigate and respond to potentially fraudulent, unlawful, unsafe or malicious activity, protect public safety and secure the Services. If you create an account, you are responsible for keeping your login credentials secure. Do not share your username, password or other access information with anyone else.
Communicating with you. We use personal information to provide customer support, respond to you and maintain our business relationship with you.
Legal purposes. We use personal information to comply with applicable law, respond to valid legal processes including requests from law enforcement or government authorities, participate in or investigate civil discovery, potential or actual litigation and other legal disputes, and investigate or enforce potential violations of our terms or policies.

How we disclose personal information

In certain circumstances, we may disclose personal information to third parties for legitimate purposes and in accordance with this Privacy Policy. These circumstances may include disclosure:

To Shopify and vendors or other third parties that perform services on our behalf, such as IT management, payment processing, data analytics, customer support, cloud storage, fulfilment and delivery.
To business and marketing partners that provide marketing services or serve advertising. For example, we use Shopify to support personalised advertising with third-party services based on your online activity across different merchants and websites. Our business and marketing partners use your information in accordance with their own privacy policies. Depending on where you live, you may have the right to direct us not to share information for targeted advertising or marketing based on your activity across different merchants and websites.
When you direct, request or consent to the disclosure of information to a third party, such as to deliver products or through your use of social media widgets or login integrations.
Within our corporate group or with our affiliates.
In connection with a business transaction such as a merger or bankruptcy; to comply with legal obligations, including subpoenas, search warrants and similar requests; to enforce applicable terms or policies; or to protect or defend the Services, our rights, and the rights of users or others.

Our 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 to the Services may be transmitted to and shared with Shopify and third parties that may be located outside your country of residence, in order to provide and improve the Services. We also use certain enhanced Shopify features that draw on data and information obtained from your interactions with our Store, other merchants and Shopify to help protect, develop and improve our business. For those enhanced features, Shopify is responsible for processing personal information and for responding to requests to exercise rights relating to Shopify’s use of that information. To learn more about how Shopify uses personal information and the rights that may be available to you, read the Shopify Consumer Privacy Policy. Depending on where you live, you may also exercise certain rights through the Shopify Privacy Portal.

Third-party websites and links

The Services may contain links to websites or other online platforms operated by third parties. If you follow a link to a website that we do not control, review that third party’s privacy and security policies and other terms. We are not responsible for the privacy or security of those sites or for the accuracy, completeness or reliability of information found there, except as required by applicable law. Information you provide in public or semi-public areas, including on third-party social networking platforms, may be visible to other users of the Services or those third-party platforms and may be used by us or third parties without restriction. Including a link does not by itself mean that we endorse the content, owner or operator of that platform unless the Services state otherwise.

Children’s data

The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority in your jurisdiction. If you are a parent or guardian of a child who has provided personal information to us, contact us using the details below to request its deletion. As of the effective date of this Privacy Policy, we do not have actual knowledge that we “share” or “sell”, as those terms are defined by applicable law, personal information of anyone under 16 years of age.

Security and retention of your information

We work to protect personal information, but no security measures are perfect and we cannot guarantee that every risk associated with transmission or storage will be prevented. Information sent to us may not be secure while in transit. Please do not use insecure channels to send us sensitive or confidential information.

How long we retain personal information depends on factors such as whether we need it to maintain your account, provide the Services, comply with legal obligations, resolve disputes, or enforce applicable contracts and policies.

Your rights and choices

Depending on where you live, some or all of the rights below may be available to you. These rights are not absolute, may apply only in certain circumstances, and may be refused where permitted by law.

Access or right to know. You may have the right to request access to personal information we hold about you.
Deletion. You may have the right to request deletion of personal information we hold about you.
Correction. You may have the right to request correction of inaccurate personal information we hold about you.
Data portability. You may have the right to receive a copy of personal information we hold about you and, in certain circumstances and subject to applicable exceptions, to request that we transfer it to a third party.
Communication preferences. We may send promotional emails. You can stop receiving them at any time by using the unsubscribe option in the email. If you unsubscribe, we may still send non-promotional communications, including important information about your account or orders.

You may exercise these rights where the Services make that option available, or by contacting us using the details below. To learn more about how Shopify uses personal information and rights relating to data processed by Shopify, visit the Shopify Privacy Portal.

We will not discriminate against you for exercising these rights. Where permitted or required by law, we may need to verify your identity before processing a request. You may appoint an authorised agent to exercise rights on your behalf where applicable law allows. Before accepting a request from an agent, we may require evidence that you authorised the agent and may also need to verify your identity directly. We respond to requests within the time required by applicable law.

Complaints

If you have a complaint about how we handle personal information, contact us using the details below. Depending on where you live, you may also have the right to appeal our decision or lodge a complaint with your local data protection authority.

International transfers

Your personal information may be transferred, stored and processed outside the country where you live.

When we transfer personal information outside the European Economic Area or the United Kingdom, we use recognised transfer mechanisms, such as the European Commission’s Standard Contractual Clauses or the equivalent contracts issued by the relevant UK authority, unless the destination country is recognised as providing an adequate level of protection.

Changes to this Privacy Policy

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

Contact us

If you have questions about our privacy practices or this Privacy Policy, or wish to exercise your rights, email support@neulo.com.