Terms of service

Terms and Conditions of Use

Our personal data protection policy is designed to establish a relationship of trust between you and our services, enabling us to provide you with a positive experience in complete transparency.

Through this policy, we are able to take your requirements into account and meet your expectations.

To honour your trust, Velvionna makes the protection of your personal data and the confidentiality of our customers (hereinafter referred to as “Your Data”) a top priority.

In the interests of complete transparency and to ensure that you can use the Velvionna website safely in all available versions and associated applications (hereinafter referred to as the “Velvionna Website”), we explain how we process your data so that our services always respect your rights. In this way, we guarantee the security, confidentiality and integrity of your privacy and personal data across all our platforms.

We take all necessary precautions to protect your data against disclosure, loss or alteration. For this reason, we provide you with all the information required to help you understand how we process your data. Your data will only be retained for as long as is necessary for the purposes for which it is processed. You may, at any time, access and amend your personal data through your personal account area on the Velvionna Website.

To this end, we undertake to implement all measures necessary to comply with applicable data protection legislation.

Accordingly, through this Personal Data Protection Policy, Velvionna undertakes to comply with the essential principles of the General Data Protection Regulation (GDPR) and applicable data protection laws, by providing information regarding the existence and operation of the data processing activities described herein (Section 3), the rights you have regarding your data, and the manner in which we implement those rights (Sections 6 and 10). Information relating to transfers to third countries or recipients, retention periods (Section 5) and security measures (Section 9) is also provided.

WHO ARE YOU?

When we refer to “you” in this Personal Data Protection Policy, we mean you directly as a customer of Velvionna, whether you have placed an order on the Velvionna Website, created a customer account without placing an order, or browsed the Velvionna Website as a visitor without creating an account or making a purchase.

FOR WHAT PURPOSES DO WE PROCESS YOUR DATA?

3.1. When do we collect your personal data?

Your personal data may be collected when you visit the Velvionna Website through cookies, create a customer account, place an order for one of our products or services, or subscribe to our newsletters (SMS or email).

Your personal data helps us improve your browsing experience on the Velvionna Website and provide you with a more personalised experience. This enables us to process your orders efficiently, offer instalment payment options, prevent fraud, issue refunds where necessary, and manage customer reviews.

3.2. Browsing the Velvionna Website

To enable you to browse the Velvionna Website, we process your data on the basis of your consent.

3.3. Processing your orders

In order to process and manage your orders, we use your data. This includes customer service activities (including through social media), after-sales support, distance selling services, marketing and commercial prospecting activities, and the management, delivery and transportation of orders.

The legal basis for this processing is the performance of the contract between you and us. Compliance with legal obligations serves as the legal basis for product recall management. Depending on the circumstances, your consent or our legitimate interests serve as the legal basis for marketing and commercial prospecting activities.

3.4. Instalment Payments

For orders eligible for instalment payments, your data may be processed in order to offer this payment option. The legal basis is the performance of the contract between the parties. However, your consent remains the legal basis for processing your banking information.

3.4.1. Klarna

To offer Klarna’s payment methods, we may share your personal information, including contact details and order information, with Klarna so that Klarna can assess whether you qualify for its payment options and tailor them to your needs. Any personal data transferred will be processed in accordance with Klarna’s Privacy Policy.

3.5. Customer Reviews

To share your reviews with our customers and visitors and allow you to leave feedback on the Velvionna Website, we process your data on the basis of your consent or our legitimate interests.

3.6. Debt Recovery and Fraud Prevention

To facilitate payment recovery and combat fraud, we process your data. This also enables us to ensure payment security. The legal basis for this processing is the performance of the contract and Velvionna’s legitimate interests as the data controller.

3.7. Velvionna Advertising Activities

Your data is used to manage Velvionna’s advertising activities. This includes customer and prospect database management, maintenance and prospecting operations, commercial statistics, advertising campaign analysis, updating marketing databases, promotional communications, competitions, prize draws and other promotional activities, excluding online gambling. The legal basis is either your consent or Velvionna’s legitimate interests.

WHERE DOES YOUR DATA GO?

Your data is shared with various internal departments within Velvionna. It is not disclosed to third parties except in the circumstances outlined below.

To process your orders, your personal data may be shared with service providers specialising in banking transactions, customer relations, after-sales services, deliveries, IT development, website management, warranties and insurance services.

For instalment payments, your data may be shared with payment processors, banks, business process outsourcing providers, customer experience service providers, and customer review management platforms. Advertising activities may involve sharing data with advertising networks and advertisers.

DATA RETENTION

Data collected by Velvionna is retained only for the time necessary to carry out the activities described in Section 3 of this policy.

Prospect data is retained in active databases for three (3) years from the last contact with the customer. No intermediate archive is maintained for such data.

Order-related data is retained in active databases for five (5) years following the completion of the customer relationship, and then archived for an additional five (5) years.

Banking data is retained in active databases for the duration of the validity of the payment card plus one day. No intermediate archive is maintained for banking data.

Cookie retention periods are detailed in Section 7 of this policy.

EXERCISING YOUR RIGHTS

You have the right to:

• Access, amend and rectify your personal data.

• Request restriction of processing under the circumstances provided by law.

• Request the deletion of your personal data, subject to our legal, accounting and tax retention obligations.

• Object to processing carried out for direct marketing purposes. Email marketing communications can be unsubscribed from via the “unsubscribe” link contained in every email. SMS marketing communications can be stopped by replying “STOP SMS” or by contacting us through the Velvionna Website.

• Provide instructions regarding the storage, deletion and communication of your personal data after your death.

• Request the portability of your personal data.

• Withdraw your consent at any time where processing is based on consent. Withdrawal of consent does not affect the lawfulness of processing carried out before withdrawal.

• Lodge a complaint with the competent supervisory authority.

To exercise your rights, please send your request, together with your email address, full name, postal address and proof of identity, to contact@velvionna.com.

We will respond within one (1) month of receiving your request.

COOKIES

7.1. What is a cookie?

A cookie is a small text file placed on your device (computer, smartphone or tablet) by a website through your browser. Cookies allow the Velvionna Website to recognise your device during future visits for the duration of the cookie’s validity. Only the issuer of a cookie can read or modify the information contained within it.

7.2. Why does Velvionna use cookies?

We use several categories of cookies. Some are issued directly by Velvionna and its service providers, while others may be issued by third-party companies.

Essential Cookies

These cookies are necessary for the operation of the Velvionna Website and for placing orders. Without them, certain services may not function correctly.

Analytics and Personalisation Cookies

These cookies help us improve your experience by facilitating searches, tailoring offers to your interests and optimising website performance.

Advertising Cookies

These cookies allow us and our partners to display advertising that is relevant to your interests based on your browsing behaviour.

Third-Party Cookies

Third parties may place cookies on the Velvionna Website in accordance with their own privacy policies.

Social Media Cookies

The Velvionna Website may integrate third-party applications such as social media sharing tools. These providers may collect information about your browsing activities.

For more information, please consult the privacy policies of the relevant social networks.

TRANSFER OF DATA OUTSIDE THE EUROPEAN UNION

Most of your data is stored within the European Union. However, some of our service providers may be located outside the European Union. Where data is transferred to countries that do not benefit from an adequacy decision by the European Commission, we ensure that appropriate safeguards are implemented, including the use of European Commission Standard Contractual Clauses where required.

Additional information regarding international transfers may be requested by contacting our Data Protection Officer.

SECURITY MEASURES

We implement appropriate technical and organisational measures to ensure a level of security appropriate to the risks posed to individuals’ rights and freedoms. We also comply with the PCI DSS security standard for payment card processing, reflecting our commitment to data security.

PROFILING AND AUTOMATED DECISION-MAKING

We may use automated processing, including profiling, to make decisions that have legal effects concerning you. This is necessary for the performance of our contract with you, including customer identification and instalment payment eligibility assessments.

These assessments are based on factors such as the products ordered, services requested and customer profile. If the risk level is considered too high (for example, due to fraud or non-payment concerns), instalment payment options may not be offered.

You have the right to request human intervention, express your point of view and challenge any automated decision.

POLICY UPDATES AND REVISIONS

This Personal Data Protection Policy will be updated whenever necessary to ensure continued compliance with applicable data protection legislation. In any event, it will be reviewed at least once every three (3) years.