Privacy policy

Updated May 31, 2026

This Privacy Policy explains how VELARA processes personal data when you visit our website, place an order, contact us, create an account, subscribe to our communications or use our online services.

It applies to VELARA’s website, online store and related customer services. For information about cookies and similar technologies, please also see our Cookie Settings or Cookie Policy, where available.

1. Who is responsible for your data

The controller responsible for the processing of personal data is:

VELARA Co.,Ltd
Jiangdong 36, 322000, Yiwu, Zhejiang, China
Email: care@velarawash.com

In this Privacy Policy, “VELARA”, “we”, “us” or “our” refers to the company named above.

If an EU representative is legally required, the contact details are:

EU Representative:

Apex CE Specialists GmbH

Grafenberger Allee 277, 40237 Düsseldorf, DE

Email: info@apex-ce.com

2. What personal data we collect

We may process the following categories of personal data, depending on how you use our website and services:

Contact details, such as your name, email address, billing address, shipping address and phone number.
Order details, such as purchased products, order number, order value, delivery information, returns and customer service history.
Payment-related information, such as payment method, transaction status and payment confirmation. Full payment card details are usually processed by our payment service providers and not stored by VELARA.
Account information, if you create a customer account, such as login details, order history and account preferences.
Communication data, such as messages you send to us by email, contact form, customer support channels or social media.
Newsletter and marketing preferences, such as your email address, subscription status, consent records and communication preferences.
Technical data, such as IP address, browser type, device type, operating system, language settings, access times, pages viewed and referring URLs.
Cookie and consent data, such as cookie preferences, consent status and consent timestamps.

We only process personal data where there is a lawful basis to do so.

3. Why we use personal data

We process personal data for the following purposes:

Purpose	Examples	Legal basis
To provide our website and online store	Displaying pages, maintaining shopping cart functions, enabling checkout	Contract performance or legitimate interests
To process orders	Order confirmation, payment coordination, delivery, returns, customer support	Contract performance
To process payments	Payment authorization, fraud prevention, refunds	Contract performance, legal obligations or legitimate interests
To deliver products	Shipping, delivery updates, handling delivery issues	Contract performance
To respond to enquiries	Customer service, support requests, product questions	Contract performance or legitimate interests
To manage customer accounts	Account creation, login, order history	Contract performance
To send email communications	Newsletter, product updates, care-related communications	Consent, unless another legal basis applies
To comply with legal obligations	Accounting, tax, compliance, legal requests	Legal obligation
To protect our website and business	Security, fraud prevention, misuse detection	Legitimate interests
To improve our website	Understanding website performance and user experience	Consent where required, or legitimate interests where permitted
To use analytics or advertising technologies	Measuring campaigns, improving relevance of communications	Consent where required

Where processing is based on consent, you may withdraw your consent at any time. Withdrawal of consent does not affect the lawfulness of processing before withdrawal.

4. Orders and checkout

When you place an order, we process the personal data needed to receive, confirm, prepare, deliver and manage your purchase.

This may include:

name;
billing and shipping address;
email address;
phone number, where required for delivery;
order details;
payment status;
delivery status;
return or refund information.

We use this information to perform our contract with you, to comply with legal obligations and to protect our legitimate interests in operating a secure and reliable online store.

Our online store may be operated using ecommerce infrastructure provided by WordPress, WooCommerce and related service providers. These providers may process technical and order-related data where necessary to operate the store.

5. Payments

Payments are processed by selected third-party payment service providers.

Depending on the payment methods available at checkout, these providers may include:

PayPal
Credit and debit card

Payment providers process the data required to authorize, complete, verify or refund your payment. This may include payment method, billing details, transaction amount, transaction ID, fraud prevention data and payment status.

VELARA does not normally store full payment card numbers. Payment information is handled by the relevant payment provider according to its own security and privacy standards.

Some payment providers may act as independent controllers for certain processing activities. Please refer to the privacy information of the relevant payment provider for further details.

6. Shipping and delivery

To deliver your order, we share necessary delivery information with shipping and logistics providers.

This may include:

name;
shipping address;
email address;
phone number, where required;
order reference;
delivery preferences;
customs or import information, where applicable.

Our shipping providers may include:

DHL
Hermes
UPS

We process and share this information to perform our contract with you and to ensure delivery of your order.

7. Customer service

When you contact us, we process the information needed to respond to your request.

This may include your name, email address, order number, message content, attachments, communication history and any information you choose to provide.

We use this information to respond to enquiries, resolve issues, manage returns, provide product support and protect our legitimate interests in maintaining customer service quality.

If we use customer support tools or helpdesk providers, they may process data on our behalf.

8. Customer accounts

If you create a customer account, we process the information needed to create and manage that account.

This may include:

name;
email address;
password or authentication data;
billing and shipping addresses;
order history;
account preferences.

You may request deletion of your account at any time. Certain order or invoice data may need to be retained where required by law.

If customer accounts are not enabled on our website, this section should be removed.

9. Email communications

If you subscribe to our email communications, we process your email address and subscription preferences to send VELARA updates, product information and care-related communications.

We only send newsletter or marketing emails where we have a lawful basis to do so, usually your consent.

You can unsubscribe at any time by using the unsubscribe link in our emails or by contacting us at [privacy email address].

We may use an email service provider to manage subscriptions, send emails and record consent or unsubscribe status.

For European markets, we may use a double opt-in process to confirm subscriptions.

10. Cookies and similar technologies

Our website uses cookies and similar technologies.

Some cookies are necessary for the website to function properly. These may support essential functions such as page navigation, shopping cart, checkout, security, language settings and cookie consent preferences.

Other cookies and technologies may be used for analytics, performance measurement or marketing. Where required by law, we only use these technologies with your consent.

You can manage your cookie preferences through our Cookie Settings:

Cookie Settings

You can also adjust your browser settings to block or delete cookies. Some website functions may not work properly without essential cookies.

11. Analytics and advertising technologies

We may use analytics tools to understand how visitors use our website and to improve the performance, usability and content of our online store.

Analytics tools may include:

[Google Analytics 4]
[Matomo]
[Plausible]
[Other analytics tool]

We may also use advertising and measurement technologies to understand the effectiveness of our campaigns and to show more relevant communications.

Advertising tools may include:

[Meta Pixel]
[Google Ads]
[TikTok Pixel]
[Pinterest Tag]
[Other advertising tool]

Where required by law, these technologies are used only after you have given consent through our cookie banner or Cookie Settings.

You may withdraw or change your consent at any time through Cookie Settings.

12. Service providers and data sharing

We work with selected service providers to operate our website, process orders, deliver products, provide customer support, send communications, process payments, host our systems and maintain security.

These service providers may process personal data only where necessary for the relevant service.

Categories of service providers may include:

ecommerce platform and website providers;
hosting and infrastructure providers;
payment providers;
shipping and logistics providers;
email and communication providers;
customer support providers;
analytics and consent management providers;
security and fraud prevention providers;
professional advisers, such as lawyers, accountants or tax advisers.

We do not sell personal data.

We may disclose personal data where required by law, regulation, legal process or a lawful request from a competent authority.

13. International data transfers

Some of our service providers may process personal data outside the European Economic Area.

Where personal data is transferred to a country that does not provide an adequate level of data protection under applicable law, we use appropriate safeguards where required. These may include adequacy decisions, Standard Contractual Clauses or other legally recognized transfer mechanisms.

Further information about international transfers can be requested by contacting us at care@velarawash.com.

14. How long we keep personal data

We keep personal data only for as long as necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.

In general:

Order, invoice and payment-related records are retained for the period required under applicable commercial, accounting and tax laws.
Customer account data is retained while the account remains active, unless earlier deletion is requested and no legal retention obligation applies.
Customer service communications are retained for as long as needed to handle the request and protect our legitimate interests.
Newsletter data is retained until you unsubscribe or withdraw consent, unless we need to keep limited records to demonstrate consent or suppression status.
Cookie consent records are retained for as long as needed to demonstrate consent management.
Technical logs are retained for a limited period for security and operational purposes.

When personal data is no longer required, we delete it, anonymize it or restrict its processing where appropriate.

15. Your rights

Subject to applicable law, you may have the following rights in relation to your personal data:

the right to access your personal data;
the right to correct inaccurate or incomplete data;
the right to request deletion of your data;
the right to restrict processing;
the right to object to certain processing;
the right to data portability;
the right to withdraw consent at any time, where processing is based on consent;
the right to lodge a complaint with a supervisory authority.

To exercise your rights, please contact us at:

care@velarawash.com

We may need to verify your identity before responding to your request.

16. Right to object

Where we process personal data based on legitimate interests, you may object to that processing at any time on grounds relating to your particular situation.

Where we process personal data for direct marketing, you may object at any time. If you object to direct marketing, we will stop processing your personal data for that purpose.

We may need to verify your identity before responding to your request.

17. Withdrawing consent

Where we rely on consent, you may withdraw your consent at any time.

This applies, for example, to newsletter subscriptions and certain cookies or tracking technologies.

You can withdraw newsletter consent by using the unsubscribe link in our emails.

You can change cookie consent through Cookie Settings:

Cookie Settings: [Insert link or button]

Withdrawal of consent does not affect the lawfulness of processing before withdrawal.

18. Complaints

You have the right to lodge a complaint with a data protection supervisory authority.

You may contact the supervisory authority in the EU/EEA Member State where you live, where you work or where you believe a data protection infringement has occurred.

You may also contact us at any time with privacy-related concerns. This does not affect your right to lodge a complaint with a supervisory authority.

For Germany, the competent supervisory authority may depend on the location of the responsible legal entity. The relevant authority should be confirmed before publication.

19. Data security

We take appropriate technical and organizational measures to protect personal data against unauthorized access, loss, misuse, alteration or disclosure.

These measures may include:

encrypted website connections;
access controls;
secure hosting infrastructure;
regular updates and maintenance;
limited access to personal data;
backup and recovery measures;
security monitoring where appropriate.

No online service can be guaranteed to be completely secure. We maintain our safeguards and review them where appropriate.

20. Automated decision-making

We do not use personal data for solely automated decisions that produce legal effects concerning you or similarly significantly affect you.

Some service providers, such as payment or fraud prevention providers, may use automated systems to help detect fraud, prevent misuse or secure transactions. Where applicable, this processing is carried out according to the relevant provider’s privacy information and applicable law.

21. Children’s data

Our website and products are not intended for children.

We do not knowingly collect personal data from children. If you believe that a child has provided personal data to us, please contact us at [privacy email address] so that we can review and take appropriate action.

22. Links to third-party websites

Our website may contain links to third-party websites, platforms or services.

We are not responsible for the privacy practices or content of third-party websites. Please review the privacy information of those third parties before providing personal data to them.

23. Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

The latest version will be published on our website with the date of the most recent update. Where required by law, we will inform you of significant changes.

24. Contact us

For questions about this Privacy Policy or how we process personal data, please contact:

VELARA Co.,Ltd
Jiangdong 36, 322000, Yiwu, Zhejiang, China
Email: care@velarawash.com