Returns &Exchanges

1. Introduction

At KLLA ("we", "us", "our"), we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, share, and safeguard your personal information when you visit our website at klla.in, make a purchase, or interact with us in any way.

By using our Website or placing an order, you agree to the collection and use of your information as described in this policy. Please read it carefully. If you have any questions, you can reach us at hello@klla.in.

This policy is compliant with the Information Technology Act, 2000 and the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 of India.

2. Information We Collect

2.1 Information You Give Us Directly

When you create an account, place an order, or contact us, we collect:

• Identity data: first name, last name, username or similar identifier.
• Contact data: email address, phone number (including WhatsApp number), billing and delivery address.
• Transaction data: details about orders you place, payment method used (we do not store full card numbers), and payment history.
• Personalisation data: any text, images, or design files you submit for custom products.
• Communications data: messages and enquiries you send us via email, WhatsApp, or our contact form.
• Preference data: gifting preferences, wishlist items, and any marketing communication preferences you set.

2.2 Information Collected Automatically

When you browse our Website, we automatically collect technical data through cookies and similar technologies:

• Device & browser data: IP address, browser type and version, operating system, device type, screen resolution.
• Usage data: pages visited, time spent on pages, clicks, referral source, search terms used on site.
• Cookie data: session cookies, preference cookies, analytics cookies, and marketing cookies (see Section 7 for details).

2.3 Information from Third Parties

We may receive information about you from:

• Payment processors (Razorpay, Shopify Payments): transaction confirmation and fraud signals.
• Courier partners (Shiprocket and its network carriers): delivery status and address verification.
• Social media platforms: if you follow us or engage with our ads on Instagram, Facebook, or other platforms, those platforms may share limited data with us in accordance with their own policies.
• Analytics services (Google Analytics, Meta Pixel): aggregated insights about Website traffic and ad performance.

3. How We Use Your Information

We only use your personal information for lawful purposes. The table below summarises our uses:

We will never use your personal information for any purpose incompatible with the reason it was collected, without first seeking your explicit consent.

4. Who We Share Your Data With

We do not sell or rent your personal data. We share it only with the following trusted third parties, strictly for the purposes described:

4.1 Service Providers

• Shopify Inc.: our e-commerce platform provider. Shopify stores and processes order, payment, and account data on our behalf. Shopify's Privacy Policy applies: shopify.com/legal/privacy.
• Razorpay / Shopify Payments: payment processing. They receive transaction data needed to process your payment and detect fraud.
• Shiprocket and courier partners: logistics and delivery. We share your name, delivery address, phone number, and order weight/dimensions to enable dispatch and tracking.
• Google Analytics & Meta Pixel: website analytics and advertising optimisation. These services use cookies and may collect your IP address and browsing behaviour in an aggregated or pseudonymised form.
• WhatsApp Business API providers: we may use a WhatsApp Business Solution Provider to send transactional messages (order updates, shipping notifications) and, where you have consented, marketing messages.

4.2 Legal & Regulatory Disclosure

We may disclose your information if required to do so by law, court order, or governmental authority, or if we believe in good faith that such disclosure is necessary to protect our rights, your safety, or the safety of others.

4.3 Business Transfers

If KLLA is acquired, merged with another entity, or its assets are transferred, your personal data may be part of the transferred assets. You will be notified of any such change and your rights under this policy will continue to apply.

5. Data Retention

We retain your personal data only for as long as necessary for the purposes for which it was collected:

• Order and transaction records: 7 years (as required under Indian accounting and GST laws).
• Account data: for the lifetime of your account plus 2 years after account deletion.
• Marketing preferences and communications: until you withdraw consent or unsubscribe.
• Customer support communications: 3 years from the date of the last interaction.
• Cookies and analytics data: as specified in Section 7.

When data is no longer needed, we securely delete or anonymise it.

6. Your Rights

You have the following rights in relation to your personal data:

• Right to access: request a copy of the personal data we hold about you.
• Right to correction: ask us to correct inaccurate or incomplete data.
• Right to deletion: request that we delete your personal data, subject to legal retention obligations.
• Right to withdraw consent: where processing is based on consent (e.g. marketing emails), you may withdraw consent at any time by clicking "Unsubscribe" in any email or contacting us directly.
• Right to data portability: request your data in a machine-readable format.
• Right to object: object to our processing of your data for marketing purposes.

To exercise any of these rights, please email us at hello@klla.in. We will respond within 30 days. We may need to verify your identity before fulfilling your request.

7. Cookies

7.1 What Are Cookies?

Cookies are small text files stored on your device when you visit a website. They help the website remember your preferences, improve your experience, and provide us with analytics data.

7.2 Types of Cookies We Use

• Strictly Necessary Cookies: required for the Website to function (e.g. shopping cart, login session). These cannot be disabled.
• Preference Cookies: remember your choices such as language, currency, and region.
• Analytics Cookies: collect anonymous information about how visitors use our Website (e.g. Google Analytics). Help us understand which pages are most popular and improve performance.
• Marketing Cookies: used to deliver relevant ads to you on other platforms (e.g. Meta Pixel for Instagram/Facebook ads). These track your browsing activity across websites.

7.3 Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to refuse cookies, delete existing cookies, or be alerted when cookies are set. Please note that disabling cookies may affect the functionality of our Website, including your ability to add items to your cart or complete checkout.

You can also opt out of Google Analytics tracking by installing the Google Analytics Opt-out Browser Add-on.

8. Marketing Communications

8.1 Email Marketing

If you have opted in to receive marketing emails (via our newsletter form or at checkout), we may send you information about new products, promotions, gift guides, and brand news. You can unsubscribe at any time by clicking the "Unsubscribe" link at the bottom of any marketing email or by emailing us at hello@klla.in.

8.2 WhatsApp Marketing

If you have provided your WhatsApp number and explicitly opted in to WhatsApp communications, we may send you order updates and, where permitted, promotional messages. You can opt out at any time by replying "STOP" to any WhatsApp message from us or by contacting our support team.

8.3 Transactional Messages

Order confirmations, shipping notifications, and delivery updates are transactional in nature and are sent regardless of your marketing preferences. These are necessary for the fulfilment of your order.

9. Data Security

We take the security of your personal data seriously and implement appropriate technical and organisational measures to protect it against unauthorised access, loss, alteration, or disclosure. These include:

• SSL/TLS encryption for all data transmitted between your browser and our Website (look for the padlock icon in your browser).
• Secure, PCI-DSS compliant payment processing — we never store full card numbers on our servers.
• Restricted access to personal data: only authorised team members who need it to fulfil orders have access.
• Regular security reviews of our systems and third-party providers.

While we take all reasonable precautions, no data transmission over the internet or electronic storage is 100% secure. If you have reason to believe your interaction with us is no longer secure, please notify us immediately at hello@klla.in.

10. Children's Privacy

Our Website and services are not directed at children under the age of 18. We do not knowingly collect personal data from anyone under 18. If we become aware that we have collected personal data from a child without parental consent, we will take steps to delete it promptly. If you believe we may have collected data from a minor, please contact us immediately.

11. Links to Third-Party Websites

Our Website may contain links to third-party websites (e.g. courier tracking pages, social media platforms, payment portals). We are not responsible for the privacy practices of those websites. We encourage you to read the privacy policy of every website you visit.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. The updated version will be posted on this page with a revised effective date. If we make material changes, we will notify you by email or by placing a prominent notice on our Website. Your continued use of our Website after any changes constitutes your acceptance of the updated policy.

13. Grievance Officer

In accordance with the Information Technology Act, 2000 and the rules thereunder, the name and contact details of our Grievance Officer are provided below:

• Name: KLLA Support Team
• Email: hello@klla.in
• Response time: Within 30 days of receipt of grievance

14. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or the way we handle your data, please contact us:

• Email: hello@klla.in
• WhatsApp: Available via the chat button on our Website
• Business Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST