Privacy policy
1. INTRODUCTION
By browsing the Glowthie online store and registering as a customer, the user acknowledges and accepts this Privacy and Data Protection Policy. Glowthie is committed to protecting the privacy and security of its customers' and visitors' personal data by adopting preventive measures to ensure the protection of such information.
This policy is periodically updated to ensure compliance with applicable laws and the rights of data subjects. Glowthie aims to provide clear and transparent communication about the purposes for which personal data is processed, in accordance with the General Data Protection Regulation (GDPR). The goal of this document is to inform users in an accessible manner about the processing of personal data within the context of the relationship between the customer and Glowthie.
2. PERSONAL DATA PROCESSING
Glowthie follows strict procedures in the processing of personal data, ensuring compliance with applicable laws and best practices in privacy and security.
Personal data may be collected in three main situations:
A. Customer Registration
When creating an account on Glowthie, the customer must provide mandatory information for identification, marked with an asterisk (*). By completing the registration, the customer declares that the information provided is true and up-to-date. If there are inconsistencies or omissions, the account may be suspended until the customer corrects the information.
To make a purchase, additional data such as delivery address and payment details will be requested to ensure correct order processing. This data will not be shared with third parties without explicit consent, except when required by law.
Glowthie maintains confidentiality and data protection agreements with group companies and other entities that assist in sales and distribution management, ensuring compliance with the GDPR.
B. Order Processing and Fraud Prevention
During the order processing, information such as address and postal code may be shared with third parties solely for fraud prevention purposes, always under the supervision of the relevant authorities.
C. Data Retention
Personal data will be stored as long as the customer's account remains active. Once the account is deactivated, the data will be deleted, except for information required to comply with legal obligations, such as invoicing and accounting records. In cases of suspected fraud or to facilitate refunds within legal deadlines, certain data may be retained in a pseudonymized format for the necessary period.
2.1. Purposes of Data Processing
The data collected is processed for the following purposes:
- Order processing and delivery;
- Customer communication regarding website changes or new features;
- Conducting customer satisfaction surveys;
- Improving the services provided, subject to the customer’s prior consent.
Glowthie may share limited information, such as email address and order number, with specialized partners to evaluate the shopping experience. Customers may opt out of these processes at any time.
2.2. Promotional Communications
Customers may receive communications about promotions, campaigns, and special offers. If they prefer not to receive such communications, they can unsubscribe at any time by clicking on "Unsubscribe from Newsletter" or using the link available in the newsletters. Glowthie is available to clarify any doubts or provide further support regarding its Privacy Policy.
3. CUSTOMER CONTACT WITH GLOWTHIE
Whenever a customer contacts Glowthie to request information about products, purchase processes, order status, or to report issues related to the website or services, it may be necessary to collect additional personal data. This data will be used to verify the customer’s identity and address the specific inquiry, with transparent communication about the purpose of its use.
3.1. Identity Verification in Phone Support
To ensure that the contact is made by the data owner, specific validation measures are adopted. Customer service representatives may inform the customer of the purpose of the contact and explain the validation process.
For this purpose, the customer may be asked to confirm certain personal details and/or identify one or more products purchased in the last six months, subject to their consent to access purchase history.
3.2. Call Recording and Confirmation Process
Calls may be recorded for quality assessment purposes, but only with the customer's prior and explicit consent.
After the resolution of the issue, the customer will receive a confirmation message regarding the status of their inquiry or complaint.
Data related to customer contact will be retained for up to 36 months and deleted after this period. If a request for service evaluation is sent, responding is optional. If the customer consents, their feedback will be recorded in a pseudonymized form without storing personal data.
4. GLOWTHIE'S CONTACT WITH CUSTOMERS
Glowthie Customer Support may contact customers directly during order processing or to provide additional clarification. This contact may occur in the following situations:
A. Confirmation or Correction of Data
If necessary, the customer will be contacted to confirm or correct essential information for order processing, such as payment method or shipping address.
Identity verification will follow the procedures described earlier.
B. Order Changes or Stock Issues
If there is a stock issue with ordered products, Glowthie will notify the customer and offer possible alternatives, such as:
- Substitution with similar products;
- Full refund of the purchase amount.
The initial communication will be sent through the customer's account, with a possible follow-up phone call to provide additional clarification.
C. Clarification of Customer Messages
If necessary, Customer Support may contact the customer to clarify messages or ongoing conversations. After the contact, a written message will be sent to the customer’s account, summarizing the discussion and any decisions made.
5. RIGHTS OF DATA SUBJECTS
5.1. Right to Information and Access
Customers have the right to request information about their personal data, including its category, origin, purpose, and storage duration.
Excessive or repetitive requests may be subject to a processing fee.
5.2. Right to Rectification and Erasure
Customers can request correction or deletion of their personal data, provided it does not conflict with legal obligations. Deactivating a customer account will result in data deletion, except for information required by law (e.g., for tax purposes).
5.3. Right to Restriction, Objection, and Withdrawal of Consent
Customers may restrict the use of their data, object to its processing, or withdraw previously given consent at any time, either through their personal account or via a written request to info@glowthie.com.
6. SECURITY AND TRANSPARENCY
Glowthie uses advanced technology to protect customers' personal data, ensuring it is processed securely, legally, fairly, and transparently.
Among the security measures adopted are digital certificates that verify Glowthie's identity and SSL (Secure Sockets Layer) encryption technology, ensuring data protection during transmission.
7. CHANGES TO THE PRIVACY POLICY
Glowthie is committed to continuously improving its systems and processes to strengthen customer trust in its handling of personal data.
Data subjects may contact Glowthie at any time to seek clarification or raise concerns about data security and privacy using the contact details provided in this Privacy Policy.
7.1. Policy Updates
Glowthie ensures that any updates or revisions to its Privacy Policy and Data Protection Policy will be promptly made available on its official website, allowing users to stay informed about significant changes.
7.2. Reporting Security Issues
If any issues or security breaches related to personal data protection are detected, they should be reported directly to GLOWTHIE via email at info@glowthie.com.
A designated representative will investigate the situation and provide feedback to the data subject, including guidance on how to file a complaint with the relevant authority if the issue is not resolved within 30 days of submitting the claim.