Privacy Policy

Effective date: 4 October 2026

This website is operated by Zelaira, 1308 Mukundapur, Kolkata-700099. By using our website or placing an order, you agree to the collection and use of your information as described here, in accordance with the Digital Personal Data Protection Act, 2023 and other applicable Indian laws.

1. Information we collect

• Account & contact details: name, email address, mobile number and password (stored only in encrypted, hashed form).
• Order details: delivery and billing address, products ordered, order and invoice history, notes you add at checkout.
• Payment information: online payments are processed by our payment gateway (Razorpay). We do not see or store your full card, UPI PIN or net-banking credentials — we only receive the payment status and a reference ID.
• Return & refund information: photos, unboxing videos and descriptions you submit with a claim, and — for Cash on Delivery refunds — the UPI ID or bank account details you provide (stored encrypted).
• Technical data: IP address, browser and device type, and pages visited, used for security, fraud prevention and improving the website.
• Communications: messages you send us by email, phone or WhatsApp.

2. How we use your information

• To process, pack, ship and deliver your orders and send order updates (confirmation, shipping, delivery, invoices).
• To process payments, refunds, returns and exchanges.
• To provide customer support and respond to your requests.
• To prevent fraud and misuse (for example, repeated refused Cash on Delivery orders or false return claims).
• To maintain accounting and tax records as required by law.
• To improve our products, website and services.
• To send offers and updates only if you have agreed to receive them; you can unsubscribe anytime.

3. Who we share it with

We never sell your personal data. We share only what is necessary with trusted service providers who help us run the store:

• Payment gateway (Razorpay) — to process online payments and refunds.
• Shipping partners (Shiprocket and its courier companies) — your name, address and phone number, to deliver and return parcels.
• Hosting, email and messaging providers — to run the website and send order emails and messages.
• Government or law-enforcement authorities — when required by law, court order or to protect our legal rights.

4. Cookies

We use essential cookies to keep you signed in, remember your shopping bag and keep the website secure. Your wishlist may be stored in your browser. You can clear cookies in your browser settings, but parts of the website (such as the bag and checkout) may not work without them.

We also use a first-party analytics cookie to count visits and see which pages, links and campaigns (for example WhatsApp, Instagram, Facebook or Google) bring people to our website. From your internet address we look up only your approximate state and city; we do not store the address itself. When enabled, Google Analytics and the Meta (Facebook / Instagram) Pixel may also set cookies to measure our advertising; you can block these in your browser or through Google's and Meta's ad settings.

5. How long we keep data

We keep your account information while your account is active. Order, invoice and payment records are kept for as long as required under tax and accounting laws (generally up to 8 years). Return evidence is kept until the claim is resolved and for a reasonable period afterwards in case of disputes.

6. Security

We use HTTPS encryption, hashed passwords, encrypted storage for refund payout details, restricted staff access based on roles, and audit logs of administrative actions. No method of transmission or storage is 100% secure, but we work hard to protect your data.

7. Your rights

Subject to applicable law, you may:

• access the personal data we hold about you;
• correct or update your details (you can edit most of them in My Account);
• request erasure of your data, except where we must keep it by law (for example, invoices);
• withdraw consent for marketing communications at any time;
• nominate another person to exercise your rights in case of death or incapacity;
• raise a grievance with us, and thereafter with the Data Protection Board of India.

To make a request, contact our grievance officer below. We will respond within a reasonable time, and in any case within the period required by law.

8. Children

Our website is intended for users aged 18 and above. We do not knowingly collect personal data from children. If you believe a child has provided us data, please contact us and we will delete it.

9. Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page with its effective date.

10. Grievance officer

Pradeep DB, Grievance Officer, Zelaira
Email: care@zelaira.com
Address: 1308 Mukundapur, Kolkata-700099
Available Mon – Sat, 10am – 7pm IST.