Privacy Policy

With Lucenta is operated by TDS Enterprise, which is the data fiduciary (under Indian law) and data controller (under UK and EU law) responsible for your personal data.

216, 2nd Floor, Silverstone Arcade
Surat, Gujarat 395004
India

• Contact and account details - your name, email address, phone number and password (stored encrypted) if you create an account.
• Order details - billing and shipping addresses, the products you buy, personalisation text you enter (such as names, initials or dates) and your order history.
• Payment information - payments are handled by PayU. We receive confirmation of payment and limited details such as the payment method type, but never your full card number, CVV, UPI PIN or banking passwords.
• Communications - messages you send us, including photos or videos you share for a return or damage claim.
• Technical data - IP address, browser and device type, and pages visited, recorded in our server logs to keep the website secure and working.
• Analytics and advertising data - only if you allow analytics or marketing cookies: how you use the site and interact with our ads, collected through tools such as Google Analytics, Google Ads and Meta.

We use your personal data to:

• process, make, deliver and support your orders, including returns and refunds (necessary to perform our contract with you);
• manage your account and respond to your messages (contract, and our legitimate interest in good customer service);
• prevent fraud and keep our website secure (legitimate interests and legal obligations);
• meet tax, accounting and other legal requirements (legal obligation);
• send you news and offers, only if you've opted in - you can unsubscribe at any time (consent);
• understand how the site is used and measure and personalise our ads, only if you've allowed analytics or marketing cookies (consent).

We don't sell your personal data, and we don't use it for automated decisions that significantly affect you.

We share personal data only with service providers who help us run our business, and only what they need:

• PayU, to process payments and refunds;
• courier and logistics partners, to deliver your orders;
• hosting, email and IT providers, who store and process data on our behalf;
• analytics and advertising partners (such as Google and Meta), in line with your cookie choices - see our Cookie Policy;
• professional advisers, and authorities where the law requires it or to protect our rights.

Our providers are bound to keep your data confidential and to use it only for the services they provide to us.

We're based in India, and some of our service providers process data in other countries. If you order from outside India, your data will be transferred to and processed in India to fulfil your order. Where we transfer data internationally, we take steps to ensure it remains protected in line with applicable law.

We keep order and payment records for as long as tax and accounting laws require. Account data is kept while your account is active; you can ask us to delete it at any time. Return and damage-claim evidence is kept until the claim is resolved and any dispute period has passed. After that, data is deleted or anonymised.

We use encryption in transit (HTTPS), access controls and reputable providers to protect your data. No system is completely secure, so please use a strong, unique password for your account. If a personal data breach affects you, we'll notify you and the relevant authorities as the law requires.

Depending on where you live, you have the right to:

• access the personal data we hold about you;
• correct inaccurate or incomplete data;
• have your data erased, where we're not required to keep it;
• withdraw consent at any time, where we rely on consent;
• object to or restrict certain processing, and receive your data in a portable format (UK and EU);
• nominate someone to exercise your rights in the event of death or incapacity (India);
• complain to a regulator - the Data Protection Board of India, or in the UK the Information Commissioner's Office (ico.org.uk).

To exercise any of these rights, email [email protected]. We may need to verify your identity first, and will respond within the time the law requires.

We use strictly necessary cookies to run the store, such as keeping your cart and login. Analytics and marketing cookies are set only if you allow them, and you can change your choice any time from "Cookie settings" at the bottom of every page. See our Cookie Policy for details.

Our website isn't intended for children under 18, and we don't knowingly collect their personal data. If you believe a child has given us personal data, please contact us and we'll delete it.

For any privacy question or request, email [email protected]. You can also contact our Grievance Officer, Jenis Patel, at [email protected].

We may update this policy from time to time. The date at the top of this page shows when it last changed.