1 Scope and Applicability

This Policy applies to personal information processed by Shivom Jewellers in connection with:

• Use of our website, including browsing product pages, search, wishlist, cart, checkout, account, return, cancellation, and support pages.
• Orders placed through our website and any related delivery, return, exchange, refund, cancellation, invoice, warranty, or customer service activity.
• Marketing communications, newsletters, SMS, WhatsApp, email, calls, RCS, push notifications, surveys, feedback, reviews, contests, or promotions.
• Interactions with our social media pages, advertising campaigns, remarketing campaigns, and third-party marketplaces or service integrations, where applicable.

This Policy does not apply to websites, apps, platforms, or services operated by third parties, even if they are linked from our website. Their own privacy policies will apply to their processing of your information.

2 Information We Collect

We collect information that you provide directly, information generated when you use our website, and information received from service providers or partners that support our business operations.

2.1 Information You Provide to Us

• Identity details such as name, username, account details, and customer ID.
• Contact details such as email address, phone number, billing address, shipping address, and pin code.
• Order details such as product selected, SKU, quantity, price, discount, coupon, invoice, payment status, shipping status, return or cancellation request, and customer support history.
• Account and authentication details such as email ID, saved addresses, wishlist, cart activity, and communication preferences.
• Customer support details such as messages, images, unboxing videos, product issue details, call records, emails, chat records, and complaint information.
• Marketing and feedback details such as reviews, survey responses, referrals, contest entries, and preferences shared with us.

2.2 Information Collected Automatically

• Device and browser information, including IP address, browser type, operating system, device identifiers, language, time zone, and approximate location based on IP or delivery pin code.
• Usage information, including pages viewed, products viewed, search terms, referring and exit pages, clicks, scrolls, session duration, cart activity, checkout steps, and interactions with offers or banners.
• Cookie, pixel, tag, analytics, log file, and similar technology data used to operate the website, remember preferences, secure sessions, measure performance, and improve marketing relevance.
• Fraud and risk signals, including transaction patterns, failed payment attempts, unusual activity, bot detection signals, and delivery risk indicators.

2.3 Payment Information

When you make or attempt to make a payment, payment processing may be handled by third-party payment gateways, banks, card networks, UPI providers, wallet providers, or payment aggregators. Shivom Jewellers does not store card numbers, CVV, UPI PINs, or online banking passwords. We may receive and retain limited payment metadata such as transaction ID, payment status, payment mode, amount, and refund status for order processing, accounting, dispute handling, and legal compliance.

2.4 Sensitive Personal Information

We do not ask for sensitive personal information unless it is necessary for a lawful purpose connected with your order, support request, verification, fraud prevention, legal compliance, or another clearly stated purpose. You are responsible for ensuring that the personal information you provide is accurate and up to date.

3 How We Use Personal Information

We use personal information for lawful business, contractual, consent-based, and legitimate purposes, including the following:

4 Cookies, Pixels, Tags, and Analytics

We use cookies and similar technologies to operate the website, keep you signed in, remember cart and preference information, improve speed and functionality, analyze traffic, measure marketing performance, and provide more relevant advertising.

These technologies may include browser cookies, server logs, web beacons, pixels, tags, scripts, SDKs, local storage, session storage, and similar tools. Some cookies are necessary for the website to work, while others support analytics, personalization, or advertising.

You can control cookies through your browser settings. If you disable certain cookies, some website features may not work properly, including cart, checkout, login, saved preferences, or personalized recommendations.

5 Advertising and Marketing Communications

Where permitted by law and based on your preferences or consent, we may use your information to send promotional updates, offers, product recommendations, festival campaigns, restock alerts, order reminders, abandoned cart reminders, newsletters, and similar communications.

We may advertise to you through platforms such as Google, Meta/Facebook/Instagram, search engines, display networks, retargeting platforms, email tools, SMS/WhatsApp tools, and other advertising or analytics partners. These partners may use cookies, pixels, and similar technologies to help measure ad performance and deliver relevant ads.

You can opt out of promotional emails by using the unsubscribe option in the email, where available. For SMS, WhatsApp, RCS, calls, or other channels, you may follow the opt-out instructions provided in the communication or contact us at info@shivomjewellers.com. Transactional messages related to orders, payments, delivery, support, security, or legal notices may still be sent even if you opt out of marketing communications.

6 How We Share Personal Information

We do not sell personal information in the ordinary course of business. We may share personal information only as needed for the purposes described in this Policy, including with:

• E-commerce, website, hosting, security, database, and technical service providers that help operate and maintain our website.
• Payment gateways, payment aggregators, banks, card networks, UPI providers, wallet providers, and fraud prevention partners for payment processing and risk checks.
• Logistics and delivery partners, including shipping aggregators and courier partners, for order dispatch, tracking, delivery, reverse pickup, returns, and shipping issue resolution.
• Customer support, call, email, SMS, WhatsApp, chat, CRM, and ticketing partners that help us communicate with customers and resolve requests.
• Analytics, advertising, remarketing, campaign measurement, and marketing automation partners.
• Professional advisors, auditors, accountants, consultants, insurers, and legal advisors where necessary for business, compliance, or dispute resolution.
• Government authorities, courts, law enforcement, regulators, or other parties when required by law, legal process, public authority request, fraud investigation, or to protect our rights, users, business, or property.
• Potential investors, buyers, transferees, or successors in connection with a merger, restructuring, financing, acquisition, sale, or transfer of all or part of our business, subject to appropriate safeguards.

When we engage service providers, we expect them to process personal information only for authorized purposes and to implement reasonable security safeguards.

7 Legal Basis, Consent, and Withdrawal

We process personal information when it is necessary to provide our products and services, fulfill orders, respond to requests, comply with legal obligations, protect our business and customers, improve our website, or where you have provided consent for a specific purpose.

Before you create an account, place an order, subscribe to communications, or submit personal information, you may choose not to provide certain information. However, if required information is not provided, we may not be able to provide the relevant goods, services, support, delivery, refund, return, or other requested functionality.

You may withdraw consent for optional processing by contacting us at info@shivomjewellers.com. Withdrawal of consent will not affect processing already completed before withdrawal. If consent is withdrawn for information necessary to provide a service, we may be unable to continue providing that service.

8 Your Rights and Choices

Subject to applicable law, you may have the right to:

• Access the personal information we hold about you.
• Request correction or updating of inaccurate or incomplete personal information.
• Request deletion or erasure of personal information, subject to lawful retention requirements.
• Withdraw consent for optional processing where processing is based on consent.
• Opt out of certain marketing communications.
• Raise grievances about the handling of your personal information.
• Nominate another person to exercise your rights in the event permitted under applicable law.

To exercise these rights, contact us using the details in the “Contact and Grievance Redressal” section below. We may need to verify your identity before completing your request. We will respond within the timeline required under applicable law.

9 Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this Policy, including to provide products and services, maintain accounts, process orders and refunds, resolve disputes, prevent fraud, comply with legal and tax obligations, enforce agreements, and maintain business records.

Retention periods may vary depending on the type of information and the purpose for which it is processed. For example, order, invoice, tax, refund, and payment-related records may need to be retained for statutory accounting and legal periods. When information is no longer required, we will delete, anonymize, or securely archive it in accordance with our internal practices and applicable law.

10 Security Practices

We take reasonable technical, administrative, and organizational measures to protect personal information against unauthorized access, disclosure, alteration, loss, misuse, or destruction. These measures may include access controls, secure hosting, encryption where appropriate, authentication controls, staff access limitations, monitoring, backups, and vendor due diligence.

No website, internet transmission, payment system, or storage system can be guaranteed to be completely secure. You are responsible for keeping your account credentials, OTPs, payment credentials, and devices secure and for promptly informing us if you suspect unauthorized access to your account or order information.

11 International Transfers

Some of our technology, hosting, analytics, advertising, payment, support, or other service providers may process or store information outside your state or country. Where personal information is transferred internationally, we will take steps required by applicable law to protect such information through appropriate contractual, technical, or organizational safeguards.

12 Children’s Privacy

Our website and products are intended for general audiences and are not directed at children. We do not knowingly collect personal information from children without appropriate consent required under applicable law. If you believe a child has provided personal information to us without appropriate authorization, please contact us so that we can take suitable steps.

13 Third-Party Links and Platforms

Our website may contain links to third-party websites, payment gateways, tracking pages, social media platforms, courier websites, or support tools. We are not responsible for the privacy practices, content, security, or terms of those third-party services. Please review their privacy policies before submitting information to them.

14 Do Not Track Signals

Some browsers may send “Do Not Track” signals. Unless required by applicable law or supported by our website configuration, our website may not respond to such signals. You can manage tracking and cookies through your browser, device, and ad platform settings.

15 Agreement to Receive Communications

By using our website, creating an account, placing an order, submitting a request, or accepting our website terms, you consent to receive communications from Shivom Jewellers through appropriate channels such as email, SMS, WhatsApp, RCS, calls, in-app or website messages, push notifications, and newsletters. These communications may relate to account activity, orders, payments, shipping, returns, refunds, customer support, product updates, offers, promotions, and service announcements.

You may opt out of marketing communications as described in this Policy. Transactional, service, legal, and security communications may still be sent where necessary.

16 Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website functionality, service providers, legal requirements, or privacy practices. The updated version will be posted on our website with a revised “Last Updated” date. Your continued use of the website after the updated Policy is posted will be treated as acceptance of the updated Policy, subject to applicable law.

17 Contact Information

For questions, requests, complaints, or concerns relating to this Privacy Policy or our handling of personal information, please contact us: