Privacy policy
Last updated: September 2026
PawLuxe respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how PawLuxe (“PawLuxe”, “we”, “us” or “our”) collects, uses, stores and shares personal information when you visit our online store, place an order, contact us or otherwise interact with our services.
This policy is intended to operate in accordance with applicable South African privacy and consumer protection laws, including the Protection of Personal Information Act, 4 of 2013 (“POPIA”).
Information we collect
When you use our store, we may collect information including:
- Your name and surname
- Email address and telephone number
- Billing and delivery addresses
- Order and transaction information
- Products you purchase or view
- Communications you send to us
- Device, browser and IP address information
- Website usage and interaction information
- Information collected through cookies and similar technologies
Payment information may be processed by the payment providers made available through our checkout. PawLuxe does not need to directly store your full card details in order to process an online payment.
How we use your information
We may process your personal information where reasonably necessary to:
- Process and fulfil your orders
- Arrange delivery of your purchases
- Process payments and refunds
- Communicate with you about your order
- Provide customer support
- Detect or prevent fraud and misuse
- Maintain and improve our website and services
- Comply with legal, regulatory, accounting and tax obligations
- Send marketing communications where permitted by applicable law
We will only process personal information for lawful purposes and will seek to collect information that is relevant to those purposes.
Shopify and service providers
Our online store is hosted using Shopify. Shopify may process information necessary to provide the ecommerce platform and related services used by our store.
We may also share necessary information with trusted third parties that assist us in operating the business, such as payment processors, suppliers, fulfilment partners, delivery and courier providers, technology providers and professional advisers.
For example, when fulfilling an order, we may provide your name, contact details and delivery address to parties involved in preparing and delivering your order.
We only intend to share personal information where reasonably necessary for legitimate business purposes, to provide the services you request, or where required or permitted by law.
Cookies and similar technologies
Our website may use cookies and similar technologies to operate the store, remember preferences, understand how visitors use the website and support analytics, security and marketing functions.
Depending on your browser and the technologies used by our store, you may be able to manage certain cookies through your browser or available cookie/privacy controls.
Marketing communications
Where permitted by applicable law, we may use your contact information to send you information about PawLuxe products, promotions or offers.
Where required, we will obtain the appropriate consent before sending direct marketing communications.
You may unsubscribe from marketing communications using the unsubscribe option provided in the communication or by contacting us.
Protection of personal information
We take reasonable technical and organisational measures designed to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.
However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.
Retention
We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, maintaining appropriate business and transaction records, resolving disputes and complying with applicable legal obligations.
When information is no longer required and there is no lawful reason to retain it, we will take reasonable steps to delete, destroy or de-identify it as appropriate.
Your rights
Subject to applicable South African law, you may have rights regarding your personal information, including the right to request access to personal information we hold about you and to request correction or deletion where appropriate.
You may also object to certain processing of your personal information, including certain direct marketing activities.
To make a privacy-related request, please contact us using the details below.
We may need to verify your identity before processing certain requests.
International processing
Some of the technology and service providers used to operate our online store may process or store information outside South Africa.
Where personal information is transferred internationally, we will take reasonable steps to ensure that the transfer is handled in accordance with applicable data protection requirements.
Children
Our store is not intended to knowingly collect personal information directly from children without the appropriate authority or consent where required by law.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes to our business, services, technology or legal obligations.
The latest version will be published on our website with an updated revision date.
Contact us
If you have questions about this Privacy Policy, your personal information, or how PawLuxe handles your information, please contact:
PawLuxe
Email: support@pawluxego.com
We will update this contact information if our designated privacy contact details change.
You may also have the right to raise a complaint with the Information Regulator (South Africa) regarding the processing of your personal information.