Privacy Policy
What personal information Fluffovia collects, why we collect it, who we share it with, and how you can control it.
Who We Are
Fluffovia is an online pet products store trading at fluffovia.com. The business is operated from Lahore, Pakistan, and ships to customers in Australia and elsewhere. In this policy “we”, “us” and “our” mean Fluffovia, and “you” means anyone who visits the site or places an order.
We are responsible for the personal information we collect through this website. If you have a question about anything in this policy, email support@fluffovia.com and we will answer it.
Information We Collect
We only collect what we need to run the store. That is:
Account details: your email address, the password you set (stored encrypted, never in readable form), and your name if you provide it.
Order details: the items you buy, your billing and delivery address, your phone number, and your order history.
Payment information: handled by our payment provider. We receive confirmation that a payment succeeded and limited details such as the last digits and card type. We never see or store your full card number.
Support messages: anything you send us by email or through our contact form, including photos or videos you attach to a claim.
Technical information: your IP address, browser type, device type and the pages you visit, collected automatically by our website and server logs.
You do not need an account to browse the store. You only need to give us personal information when you place an order, create an account, or contact us.
How We Use Your Information
We use your information to:
Process your order, arrange it with our suppliers and have it delivered to you.
Verify your email address when you create an account, so that accounts cannot be created in your name.
Send you transactional messages: order confirmations, dispatch and tracking notices, verification and password reset emails.
Answer your questions and investigate returns, refunds and delivery claims.
Keep records we are required to keep, and detect or prevent fraud and abuse.
Send you marketing email only if you have asked us to. Every marketing email has an unsubscribe link, and unsubscribing never affects your orders.
We do not sell your personal information, and we do not rent or trade your email address.
Who We Share It With
We share the minimum necessary with:
Our suppliers and fulfilment partners, who receive your name, delivery address and phone number so your order can be packed and shipped to you.
Shipping carriers and postal services, so they can deliver your parcel and provide tracking.
Our payment provider, to take payment and process refunds.
Our website host and email delivery provider, who process data on our behalf to keep the site running and to send our emails.
Government agencies, regulators or law enforcement where we are legally required to.
These parties may only use your information to provide their service to us. They are not permitted to use it for their own marketing.
Information Sent Overseas
This one matters, so we are stating it plainly: your order is fulfilled by suppliers located outside Australia, mainly in China. To send you your order, we pass your name, delivery address, phone number and order contents to those suppliers and to international shipping carriers.
This means your personal information is disclosed to recipients overseas, and the privacy laws of those countries may not be the same as the laws where you live. By placing an order you acknowledge that this transfer is necessary for us to supply what you ordered. We only send the information needed to complete delivery.
Cookies And Tracking
Our website uses cookies, which are small files stored by your browser. We use them to:
Keep the items in your cart while you shop.
Keep you signed in to your account between pages.
Remember basic preferences and keep the site fast through caching.
These cookies are necessary for the store to work. If you block them in your browser settings, the cart and your account may not function. You can delete cookies at any time through your browser.
How Long We Keep It
We keep order and transaction records for as long as we are required to for tax and business record keeping. We keep your account for as long as it is open. Support emails are kept for as long as they are useful for resolving your issue and for our records.
If you ask us to close your account, we will delete or anonymise your personal information except where we must keep a record of a transaction by law.
Security
The site is served over an encrypted HTTPS connection. Passwords are stored using one-way encryption, so nobody, including us, can read your password. New accounts must confirm their email address before they can sign in.
No website can promise perfect security, and we will not pretend otherwise. If a data breach occurs that is likely to cause you serious harm, we will notify you and the relevant authority as required by law.
Your Rights And Choices
You can:
Ask us for a copy of the personal information we hold about you.
Ask us to correct anything that is wrong. You can update most details yourself under Account details in My Account.
Ask us to delete your account and your personal information, subject to records we must keep by law.
Unsubscribe from marketing email at any time.
Complain to us if you think we have mishandled your information.
Email support@fluffovia.com and we will respond. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner, or to the privacy regulator in your own country if you are outside Australia.
Children
This store is intended for adults. We do not knowingly collect personal information from children. If you believe a child has given us personal information, contact us and we will delete it.
Changes To This Policy
We may update this policy as the store changes. The version published on this page is the current one. If we make a significant change to how we handle your personal information, we will make that clear on the site.
Contact Us
If you want to know what we hold about you, or you want it corrected or deleted, just email us.
Tracked delivery to your door
Most orders arrive 4 to 20 business days after dispatch. Estimates only, never guaranteed.
Secure checkout
Your details are encrypted, and your account is protected by email verification.
30 day returns
Contact us within 30 days of delivery. Conditions apply.