Privacy Policy

Last updated: 9 July 2026

1. Who we are

This website is operated by Aurivia.

For the purposes of UK data-protection law, Aurivia is the data controller responsible for the personal information described in this Privacy Policy.

Trading name: Aurivia
Website: aurivia.store
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time—GMT in winter and BST in summer—excluding UK public holidays.

If Aurivia is operated by a separate registered company or sole trader, the registered legal name should also be added to this section.

2. About this Privacy Policy

This Privacy Policy explains how Aurivia collects, uses, stores, shares, and protects personal information when you:

• Visit aurivia.store.
• Create or use a customer account.
• Place or attempt to place an order.
• Contact our customer-service team.
• Request a return, exchange, refund, or cancellation.
• Subscribe to marketing communications.
• Submit a product review, photograph, or other content.
• Interact with our advertisements or social-media pages.

This policy should be read alongside our Return and Refund Policy, Shipping Policy, Terms and Conditions, and Cookie Policy.

3. Personal information we collect

The personal information we collect depends on how you interact with Aurivia.

Identity and contact information

We may collect your:

• Full name.
• Billing address.
• Delivery address.
• Email address.
• Telephone number.
• Account username and password.

Order and transaction information

We may collect information about:

• Products you purchase or attempt to purchase.
• Your order number and order date.
• Purchase value and currency.
• Delivery and tracking details.
• Discount or promotional codes.
• Returns, exchanges, refunds, and cancellations.
• Complaints, warranty claims, and customer-service requests.

Payment information

Payments are processed through third-party payment service providers.

Aurivia does not normally receive or store your complete payment-card number or card-security code. We may receive limited payment information, such as:

• Payment status.
• Transaction reference.
• Payment method or card type.
• Billing address.
• The final digits of the payment card.
• Fraud or verification results.

Your payment provider processes payment information according to its own privacy policy and security procedures.

Technical and website-use information

When you visit our website, we may collect:

• Internet Protocol address.
• Browser type and version.
• Device type.
• Operating system.
• Approximate location based on your IP address.
• Referring website.
• Pages viewed.
• Links selected.
• Products viewed.
• Shopping-basket activity.
• Session dates and times.
• Cookie identifiers and similar information.

Communications

We may retain communications you send to us, including:

• Emails.
• Contact-form messages.
• Product enquiries.
• Complaints.
• Return and refund requests.
• Reviews and testimonials.
• Telephone-call information or notes.

Marketing preferences

We may record:

• Whether you agreed to receive marketing.
• The type of marketing you agreed to receive.
• When and how consent was obtained.
• Unsubscribe and withdrawal requests.
• Your communication preferences.

Fraud-prevention and security information

We may collect information necessary to:

• Verify transactions.
• Identify suspicious purchases.
• Prevent fraud and chargebacks.
• Protect customer accounts.
• Secure our website and payment process.
• Investigate misuse or unlawful activity.

We do not intentionally request special-category personal information such as health information, religious beliefs, ethnicity, political opinions, or sexual-orientation information.

4. How we collect information

We may collect personal information:

• Directly from you when you place an order, register an account, contact us, submit a review, or subscribe to marketing.
• Automatically through cookies and similar website technologies.
• From payment processors.
• From delivery and fulfilment companies.
• From ecommerce, hosting, security, and fraud-prevention providers.
• From analytics and advertising providers where any legally required consent has been obtained.
• From publicly available sources where permitted by law.

5. How we use personal information

Processing and delivering orders

We use personal information to:

• Receive and process orders.
• Confirm payment.
• Arrange packaging and delivery.
• Send order and delivery updates.
• Communicate about delayed or unavailable products.
• Process returns, exchanges, cancellations, and refunds.

The lawful basis is normally that the processing is necessary to enter into or perform a contract with you.

Providing customer service

We use personal information to:

• Answer questions.
• Resolve complaints.
• Investigate delivery problems.
• Process damaged or defective product claims.
• Provide after-sales support.
• Communicate about returns and refunds.

Our lawful basis may be performance of our contract with you, compliance with legal obligations, or our legitimate interest in providing effective customer service.

Managing customer accounts

We may use personal information to:

• Create and maintain your account.
• Verify your identity.
• Display your order history.
• Save your preferences.
• Protect your account against unauthorised access.

Our lawful basis is performance of our contract and our legitimate interest in operating secure customer accounts.

Processing returns and refunds

When you request a return or refund, we may use your:

• Name and contact information.
• Order number.
• Payment and transaction details.
• Return reason.
• Photographs of damaged, defective, or incorrect products.
• Delivery and tracking information.

We use this information to evaluate your request, arrange a return, provide a replacement, and issue an approved refund.

Preventing fraud and protecting our business

We may use transaction, device, account, and delivery information to:

• Detect fraudulent orders.
• Prevent payment abuse.
• Investigate chargebacks.
• Protect customers and customer accounts.
• Maintain website and checkout security.
• Establish, exercise, or defend legal claims.

Our lawful basis is our legitimate interest in protecting Aurivia, its customers, and its payment systems, as well as compliance with applicable legal obligations.

Meeting legal, accounting, and tax obligations

We may use and retain transaction records for:

• Accounting.
• Taxation.
• Record keeping.
• Regulatory compliance.
• Dispute resolution.
• Legal proceedings.
• Responding to lawful requests from authorities.

Our lawful basis is compliance with legal obligations and, where applicable, our legitimate interest in maintaining accurate business records and defending legal claims.

Operating and improving our website

We may use technical and usage information to:

• Keep the website functioning.
• Maintain website security.
• Diagnose technical problems.
• Understand how visitors use the website.
• Improve navigation and checkout.
• Measure website performance.
• Improve our products and services.

Depending on the technology used, the lawful basis may be consent or Aurivia’s legitimate interest in operating and improving its website.

Marketing communications

Where permitted by law, we may use your contact information to send:

• Product announcements.
• Discounts and promotional offers.
• Newsletters.
• Abandoned-basket reminders.
• Information about similar products.

We will request consent where consent is legally required.

In certain circumstances, we may contact existing customers about Aurivia products similar to those they previously purchased, where permitted by law and where a clear unsubscribe option is provided.

You may unsubscribe at any time by selecting the unsubscribe link in a marketing email or contacting support@aurivia.store.

Marketing preferences do not affect essential communications about orders, payments, deliveries, returns, refunds, or account security.

Product reviews and customer content

When you submit a review, testimonial, photograph, or other content, we may publish it on our website with the name or display name you provide.

We will not use your photograph, review, or personal information in a separate advertising campaign unless we have an appropriate lawful basis and obtain any permission required by law.

6. Lawful bases for processing

Depending on the situation, Aurivia relies on one or more of the following lawful bases:

Contract: Processing is necessary to enter into or perform a contract with you, such as processing and delivering your order.

Legal obligation: Processing is necessary to meet legal, tax, accounting, regulatory, or consumer-protection obligations.

Legitimate interests: Processing is necessary for Aurivia’s legitimate business interests, provided those interests do not override your rights and freedoms. These interests may include fraud prevention, website security, customer support, business administration, and improving our services.

Consent: You have given clear consent for a particular purpose, such as certain marketing, analytics, or advertising activities. You may withdraw consent at any time.

Legal claims: Information may be processed where necessary to establish, exercise, or defend a legal claim.

7. Cookies and similar technologies

Aurivia may use cookies, pixels, tags, scripts, local storage, and similar technologies.

These technologies may be used for:

• Website and checkout functionality.
• Shopping-basket operation.
• Account login and security.
• Remembering customer preferences.
• Fraud prevention.
• Website analytics.
• Advertising measurement.
• Personalised advertising.

Strictly necessary technologies may be used where permitted without consent because they are required for services requested by the customer.

Where required by law, Aurivia will obtain consent before using non-essential analytics or advertising technologies. The ICO states that prior UK GDPR-standard consent is generally required for storage and access technologies unless an applicable exception applies.

Customers should be able to accept, reject, or manage non-essential cookies through Aurivia’s cookie banner or Cookie Settings tool.

For more information about the individual cookies used, their providers, purposes, and duration, please read our separate Cookie Policy.

8. Google services

Aurivia may use Google services connected with its online store, including:

• Google Merchant Center.
• Google Ads.
• Google Analytics.
• Google Tag Manager.
• Google conversion tracking.
• Google Customer Reviews.

Where these services are enabled, information shared with Google may include:

• Cookie or advertising identifiers.
• Device and browser information.
• Website interactions.
• Products viewed.
• Purchase or conversion information.
• Transaction value and currency.
• General location information.
• Referring website information.

Non-essential Google analytics and advertising technologies will only be activated after consent where consent is legally required.

Google processes information according to its own privacy policies and applicable contractual terms.

9. Who we share personal information with

Aurivia may share personal information with service providers that assist with operating the business.

These may include:

Ecommerce and website providers

Providers that host, maintain, secure, or operate aurivia.store.

Payment processors

Providers that securely authorise and process customer payments, refunds, and fraud checks.

Delivery and fulfilment providers

Postal operators, couriers, warehouses, and fulfilment partners that package, track, and deliver orders.

Customer-service providers

Services used to manage customer emails, support requests, returns, complaints, and communications.

Marketing and email providers

Providers used to send marketing communications, newsletters, and transactional emails where legally permitted.

Analytics and advertising providers

Providers used to measure website activity, advertising performance, and conversions, subject to required consent.

Fraud-prevention and security providers

Providers that assist with identity verification, transaction screening, chargeback prevention, website monitoring, and account security.

Professional advisers

Accountants, insurers, auditors, solicitors, and other advisers where access is necessary for professional services.

Public authorities

Government bodies, regulators, courts, law-enforcement agencies, or tax authorities where disclosure is legally required or necessary to protect legal rights.

Service providers may only process personal information for the services they provide, according to applicable contractual and legal requirements.

Aurivia does not sell or rent customer names, email addresses, telephone numbers, or other contact information to third parties.

Aurivia may disclose information in connection with a merger, acquisition, financing arrangement, restructuring, or sale of all or part of the business. Where required, affected individuals will be informed of material changes.

10. International transfers

Some of Aurivia’s service providers may process personal information outside the United Kingdom.

When personal information is transferred internationally, Aurivia will use an appropriate lawful safeguard where required. Safeguards may include:

• Transfers to countries covered by UK adequacy regulations.
• The UK International Data Transfer Agreement.
• The UK Addendum to approved contractual clauses.
• Other legally recognised transfer safeguards.

You may contact us at support@aurivia.store for more information about safeguards relevant to your personal information.

11. How long we retain information

Aurivia retains personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, tax, fraud-prevention, and dispute-resolution requirements.

Our expected retention periods are:

Order, payment, return, refund, and accounting records: Generally up to six years after the relevant transaction or accounting period.

Customer-service communications: Generally up to 24 months after the enquiry or complaint is closed.

Customer-account information: While the account remains active and for a reasonable period after the account is closed.

Marketing records: Until you unsubscribe or withdraw consent. Limited information may then be retained on a suppression list so that we continue to respect your request.

Fraud and security information: For as long as reasonably necessary to prevent fraud, investigate incidents, resolve chargebacks, or defend legal claims.

Cookie and analytics information: For the periods explained in Aurivia’s Cookie Policy or cookie-preference tool.

Information may be retained for longer where required by law or necessary to investigate a dispute or establish, exercise, or defend a legal claim.

12. How we protect personal information

Aurivia uses reasonable technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss, or misuse.

Measures may include:

• HTTPS encryption.
• Secure checkout systems.
• Reputable payment processors.
• Password and account-access controls.
• Restricted access to customer information.
• Security monitoring.
• Software and platform updates.
• Confidentiality obligations for staff and contractors.
• Regular review of the personal information retained.

Google Merchant Center requires payment and transaction processing pages to use secure servers protected by valid SSL certificates.

No internet transmission or electronic storage system can be guaranteed to be completely secure. Customers should keep their account credentials confidential and contact Aurivia promptly if they suspect unauthorised access.

13. Your data-protection rights

Depending on the circumstances and subject to legal exceptions, you may have the right to:

• Request access to your personal information.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information.
• Request restriction of processing.
• Object to processing based on legitimate interests.
• Object to direct marketing at any time.
• Request transfer of eligible information in a portable format.
• Withdraw consent at any time where processing is based on consent.
• Request information about international-transfer safeguards.
• Raise concerns about certain automated decisions.

The ICO requires privacy notices to explain applicable individual rights and, where consent is used, the right to withdraw that consent.

To exercise a right, contact:

Email: support@aurivia.store
Telephone: +44 7474 796427
Postal address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX

Aurivia may request information necessary to verify your identity before responding.

We will respond within the period required by applicable data-protection law.

14. Complaints

Please contact Aurivia first so that we have an opportunity to address your concern.

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.

15. Marketing choices

You may stop receiving marketing communications at any time by:

• Selecting the unsubscribe link in a marketing email.
• Changing your account or communication preferences.
• Emailing support@aurivia.store.

Unsubscribing from marketing will not prevent Aurivia from sending essential messages relating to orders, payments, delivery, returns, refunds, security, or customer-service requests.

16. Children’s privacy

Aurivia’s website is intended for customers who are legally able to enter into online purchase agreements.

We do not knowingly collect personal information directly from children without appropriate authorisation.

If you believe that a child has submitted personal information without appropriate permission, contact support@aurivia.store so that we can investigate and take appropriate action.

17. Automated decision-making

Aurivia does not ordinarily use personal information to make solely automated decisions that produce legal or similarly significant effects.

Payment and fraud-prevention providers may use automated systems to evaluate transactions. This may result in a payment being delayed, declined, or referred for further review.

You may contact us for more information if you believe a transaction was affected by an automated assessment.

18. Third-party websites

Aurivia’s website may contain links to websites or services operated by third parties.

Aurivia does not control and is not responsible for the privacy or security practices of those third parties. Customers should review the relevant third-party privacy policy before submitting personal information.

19. Changes to this Privacy Policy

Aurivia may update this Privacy Policy when:

• Our business operations change.
• We introduce new services or providers.
• Website technologies change.
• Legal or regulatory requirements change.

The updated policy will be published on this page with a revised “Last updated” date.

Where a change materially affects how personal information is used, we will provide additional notice where required by law.

20. Contact us

Questions, concerns, complaints, and data-protection requests may be sent to:

Aurivia
Email: support@aurivia.store
Telephone: +44 7474 796427
Business address: Office 8027, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX
Website: aurivia.store

Customer-service hours: Monday to Friday, 9:00 AM–5:00 PM UK time—GMT in winter and BST in summer—excluding UK public holidays.