Privacy Policy

Cosymor ("we", "us", "our") operates the website cosymor.com (the "Site"). This Privacy Policy explains how we collect, use, share, and protect your personal data when you visit the Site, place an order, or communicate with us, in accordance with applicable Indian law, including the Digital Personal Data Protection Act, 2023 ("DPDP Act") and the Information Technology Act, 2000 and rules thereunder.

By using the Site or providing your information, you consent to the practices described in this Policy. If you do not agree, please do not use the Site.

1. Information We Collect

Information you provide directly:

  • Name, email address, phone number, billing and shipping address
  • Order details, product preferences, and purchase history
  • Communications with us via email, WhatsApp, chat, or phone (including claim videos and photos you submit)
  • Reviews, ratings, survey responses, and content you submit or tag us in
  • Account credentials, if you create an account

Information collected automatically:

  • Device and browser type, IP address, operating system, and screen resolution
  • Pages visited, time spent, click behaviour, referral source, and cart activity (including abandoned carts)
  • Cookies, pixels, and similar technologies (see Section 6)
  • Approximate location derived from IP address

Information from third parties:

  • Payment confirmation status from our payment gateway (we do not receive or store your full card number, CVV, or UPI PIN — these are processed directly and securely by our payment partners)
  • Delivery status, address verification, and proof-of-delivery data from our logistics partners
  • Analytics and advertising data from platforms such as Google and Meta, where you have interacted with our ads

We do not knowingly collect data from children under 18. Our products and Site are intended for adults.

2. How We Use Your Information

We process your personal data for the following purposes:

  • Order fulfilment: processing payments, dispatching products, delivery coordination, COD verification calls/WhatsApp confirmation, sending order and shipping updates
  • Customer service: responding to queries, processing exchanges, warranty claims, and refunds — including verifying claims using the photos, videos, order records, and dispatch evidence described in our Returns, Exchange & Warranty Policy
  • Fraud prevention and security: verifying identities and addresses, detecting fraudulent orders, fabricated claims, payment fraud, promotional abuse, and protecting our staff, systems, and other customers
  • Legal compliance: maintaining records required under tax, accounting, consumer protection, and other applicable laws; responding to lawful requests from authorities
  • Marketing (with your consent): sending offers, product updates, and abandoned-cart reminders via email, SMS, or WhatsApp — you can opt out at any time
  • Site improvement: analytics, A/B testing, understanding shopping behaviour, and improving products, content, and user experience

We process your data on the basis of your consent, the necessity of performing our contract with you (fulfilling your order), and our legitimate uses permitted under the DPDP Act, including fraud prevention and compliance with law.

3. Sharing of Information

We do not sell or rent your personal data to anyone. We share data only as follows:

  • Service providers (Data Processors): payment gateways, logistics and courier partners, cloud hosting and ecommerce platform providers, communication platforms (email/SMS/WhatsApp), and analytics/advertising platforms — strictly to the extent needed to perform their services for us, under appropriate contractual safeguards
  • Legal and safety: courts, law enforcement, or government authorities where required by law, or where necessary to enforce our Terms, investigate fraud (including fabricated or fraudulent claims), or protect the rights, property, or safety of Cosymor, our customers, or the public
  • Business transfers: in connection with a merger, acquisition, restructuring, or sale of assets, your data may be transferred to the successor entity under the same protections

Where our service providers process data outside India, such transfers are made in accordance with applicable Indian law.

4. Data Retention

We retain personal data only as long as necessary for the purposes stated above:

  • Order, invoice, and payment records: up to 8 years, as required under Indian tax and accounting laws
  • Claim evidence (videos, photos, dispatch records): for the duration of the warranty period plus a reasonable period thereafter for dispute resolution, typically up to 3 years
  • Marketing data: until you withdraw consent or unsubscribe
  • Fraud-related records: records relating to fraudulent or unverifiable claims, refused deliveries, and abusive conduct may be retained for as long as necessary to protect our business and prevent repeat abuse

When data is no longer required, it is deleted or anonymised.

5. Your Rights

Subject to the DPDP Act, you have the right to:

  • Access a summary of the personal data we hold about you and how it is processed
  • Correction and erasure of inaccurate, incomplete, or no-longer-necessary personal data
  • Withdraw consent for processing based on consent (e.g., marketing), without affecting processing already carried out — note that withdrawing consent necessary for order fulfilment may prevent us from completing your order
  • Grievance redressal through our Grievance Officer (Section 9)
  • Nominate another individual to exercise your rights in the event of death or incapacity

To exercise any right, email contact@cosymor.com with your registered email/phone and order details. We may need to verify your identity before acting on a request. We will respond within the timelines prescribed by law.

Please note: erasure requests cannot override our legal obligations to retain transaction records, or our right to retain records necessary for fraud prevention, dispute resolution, or enforcement of our Terms.

6. Cookies & Tracking Technologies

We use cookies and similar technologies to:

  • Keep your cart and session functional (strictly necessary — cannot be disabled)
  • Remember preferences and login state
  • Measure Site performance and traffic (analytics)
  • Show you relevant ads and measure ad performance on platforms such as Google and Meta (advertising/retargeting)

You can manage or block cookies through your browser settings. Blocking certain cookies may affect Site functionality, including checkout. Third-party platforms set their own cookies under their own privacy policies; we encourage you to review them.

7. Data Security

We implement reasonable security safeguards appropriate to the nature of the data, including:

  • HTTPS/TLS encryption across the entire Site
  • PCI-DSS compliant payment processing through our payment partners — we never store your card numbers, CVV, or banking passwords on our systems
  • Access controls limiting data access to personnel who need it
  • Hosting on secure, industry-standard ecommerce infrastructure

However, no method of transmission or storage is completely secure. You share information at your own risk, and you are responsible for keeping your account credentials confidential. In the event of a personal data breach affecting you, we will notify you and the Data Protection Board of India as required under the DPDP Act.

8. Communications & Marketing Preferences

  • Transactional messages (order confirmation, shipping updates, delivery OTPs, claim communications) are sent to all customers and cannot be opted out of while an order is active, as they are necessary to serve you.
  • Marketing messages are sent only with your consent. You may opt out at any time via the unsubscribe link in emails, replying STOP to SMS/WhatsApp, or writing to contact@cosymor.com. Opt-outs are processed within 7 business days.

9. Grievance Officer

In accordance with the Information Technology Act, 2000 and the DPDP Act, 2023, the contact to our Grievance Officer:

Email: contact@cosymor.com Hours: Mon–Sat, 10 AM – 7 PM IST

We aim to acknowledge grievances within 48 hours and resolve them within the timelines prescribed under applicable law.

10. Third-Party Links

The Site may contain links to third-party websites, payment pages, or social media platforms. We are not responsible for the privacy practices or content of those third parties. This Policy applies only to data collected by Cosymor.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in law, technology, or our practices. The updated version will be posted on this page with a revised "Last updated" date. Continued use of the Site after changes constitutes acceptance of the updated Policy. For material changes affecting your consent, we will seek fresh consent where required by law.

12. Governing Law

This Privacy Policy is governed by the laws of India. Subject to applicable consumer protection law, disputes arising under this Policy are subject to the jurisdiction described in our Terms & Conditions.

13. Contact Us

For any questions about this Privacy Policy or your personal data:

Email: contact@cosymor.com

By using cosymor.com, you acknowledge that you have read and understood this Privacy Policy.