NEEPH respects your privacy and is committed to handling your personal information responsibly and securely. This Privacy Policy explains what information we collect, why we collect it, how it may be used and shared, and the choices available to you when you use our website or purchase from us.

This Privacy Policy applies to www.neeph.com, including customer accounts, purchases, enquiries, feedback and other interactions made through the website.

1. About NEEPH

The website is owned and operated by NEEPH CO., a partnership firm established under the laws of India.

For the purposes of this Privacy Policy, “NEEPH,” “we,” “us” and “our” refer to NEEPH CO. “You” and “your” refer to visitors, customers and other users of our website.

Principal Place of Business: Shere Punjab, Andheri East, Mumbai – 400093, Maharashtra, India

GSTIN: 27AAYFN5820B1Z3

Website: www.neeph.com

Email: customersupport@neeph.com

Phone: +91 91360 63103

This Policy is published in accordance with applicable Indian laws concerning privacy and personal information, including the Information Technology Act, 2000, the rules made under it and the Digital Personal Data Protection Act, 2023, to the extent applicable and in force.

2. Information We Collect

We collect only the information reasonably required to operate our website, fulfil orders, provide customer support and comply with our legal obligations.

Information you provide

Depending on how you use the website, we may collect:

• Your name
• Email address
• Mobile number
• Billing and delivery address
• Account and login information
• Order and purchase details
• Product preferences and saved account information
• Information submitted through customer-support enquiries
• Information voluntarily submitted through our feedback form
• Complaints and supporting information sent to us by email
• Any other information you choose to provide when communicating with NEEPH

Please ensure that the information provided by you is accurate and current.

Payment information

Payments are processed securely through Razorpay.

NEEPH does not directly collect or store complete card numbers, CVV details, UPI PINs, banking passwords or similar payment credentials. Payment-related information is processed by Razorpay in accordance with its own terms and privacy practices.

We may receive limited transaction information, such as:

• Payment status
• Transaction or payment reference number
• Payment method category
• Amount paid
• Refund status

This information is used to confirm payments, process orders, issue refunds and maintain transaction records.

Information collected automatically

When you visit our website, certain technical information may be collected automatically, including:

• IP address
• Browser and device type
• Operating system
• Pages visited
• Approximate visit time and duration
• Referring website or page
• Website interactions
• Cookie and session information
• Errors or performance information

This information helps us maintain the website, understand how it is used and improve its performance.

3. How We Use Your Information

We may use your information to:

• Create and manage your customer account
• Process and confirm orders
• Verify and record payments
• Pack, dispatch and deliver products
• Provide order tracking and delivery updates
• Process cancellations, exchanges, returns and refunds
• Respond to customer-support enquiries
• Review feedback and complaints
• Prevent fraudulent or unauthorised transactions
• Maintain transaction, accounting and tax records
• Improve our products, website and customer experience
• Diagnose technical issues and maintain website security
• Enforce our Terms and Conditions
• Comply with applicable laws and lawful requests from authorities
• Establish, exercise or defend legal claims

We do not currently use customer information to send promotional emails, SMS messages or WhatsApp marketing messages.

If NEEPH introduces marketing communication in the future, we will provide an appropriate choice to opt in or opt out and update this Privacy Policy where necessary.

4. Customer Accounts

You may create an account on the NEEPH website to manage your information, view orders and access available account features.

You are responsible for maintaining the confidentiality of your account credentials and for informing us if you believe that your account has been accessed without authorisation.

Passwords and authentication information are managed through our website platform and associated security systems. NEEPH will never ask you to disclose your password, OTP, UPI PIN or complete payment credentials by email or telephone.

5. Cookies and Website Analytics

Our website uses cookies and similar technologies required for functions such as:

• Keeping you signed in
• Remembering your cart and preferences
• Maintaining website security
• Processing website sessions
• Understanding website usage
• Improving website performance

We currently use Odoo’s built-in website and analytics functionality. We do not currently use third-party advertising tools such as Meta Pixel or Google Analytics.

Where required, cookie choices are provided through the cookie banner displayed on our website. You may also manage or delete cookies through your browser settings. Disabling essential cookies may prevent certain website features, including account access and the shopping cart, from working correctly.

If we introduce additional analytics or advertising technologies, this Policy and the relevant cookie choices will be updated.

6. When We Share Information

We do not sell, rent or trade your personal information.

We may share limited information with trusted service providers where reasonably necessary to operate our business and fulfil your order.

Razorpay

Payment and transaction information may be processed by Razorpay for payment collection, verification, fraud prevention and refunds.

Shipping Aggregator

Your name, delivery address, mobile number, order information and other necessary delivery details will be shared to the shipping aggregator:

• Deliver your order
• Provide tracking updates
• Contact you regarding delivery
• Handle failed delivery attempts
• Process return shipments, where applicable

Odoo and technical service providers

Our website operates using Odoo. Information may be processed or stored through Odoo and related hosting, technical-support or infrastructure services for website operation, account management, order processing and security.

Professional and regulatory requirements

We may share information with accountants, auditors, legal advisers, insurers, technology providers or other professional advisers when reasonably necessary.

Information may also be disclosed where required:

• By applicable law
• Under a court order or legal process
• To respond to a lawful request from a government or regulatory authority
• To prevent or investigate fraud, security incidents or unlawful activity
• To protect the rights, safety or property of NEEPH, our customers or others

Service providers receive only the information reasonably required for the relevant purpose and are expected to handle it securely and lawfully.

7. Feedback and Complaints

When you submit feedback through our website, we may collect the information entered in the form, along with basic technical and submission information.

Submitting feedback does not automatically give NEEPH permission to publish your name or feedback as a public testimonial. If we wish to use identifiable feedback publicly, we will seek appropriate permission.

Complaints may be submitted through email. If you send photographs or other documents relating to a damaged, defective or incorrect product, we will use them to review and resolve the complaint and maintain necessary customer-service records.

Please avoid sending unnecessary personal, financial or identity information in feedback forms or complaint attachments.

8. Data Retention

We retain personal information only for as long as reasonably necessary to:

• Fulfil the purposes described in this Policy
• Maintain customer accounts
• Process orders, exchanges and refunds
• Provide customer support
• Maintain tax, accounting and transaction records
• Resolve disputes and complaints
• Prevent fraud
• Comply with legal and regulatory obligations

Some information may need to be retained even after an account-deletion request—for example, invoices, tax records, payment records, fraud-prevention records or information connected with an unresolved dispute.

When information is no longer reasonably required, we may delete it, securely dispose of it or anonymise it so that it can no longer be associated with you.

9. Your Choices and Rights

Subject to applicable law, you may contact us to:

• Ask what personal information we hold about you
• Request correction of inaccurate or incomplete information
• Update your account information
• Withdraw consent where processing is based on consent
• Request deletion of eligible personal information
• Close your customer account
• Raise a concern about how your information is handled

Withdrawing consent or requesting deletion may affect our ability to provide certain website features or services. It will not affect processing already lawfully completed, and it may not require us to delete information that must be retained for legal, tax, security, contractual or dispute-resolution purposes.

Requests may be sent to customersupport@neeph.com. We may ask for reasonable information to verify that the request relates to you before taking action.

10. Security

We use reasonable administrative, technical and organisational measures intended to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Access to personal information is limited to persons and service providers who reasonably require it for their work.

However, no website, electronic transmission or storage system can be guaranteed to be completely secure. You should use a strong password, keep your account credentials confidential and notify us promptly if you suspect unauthorised account activity.

11. Children’s Privacy

The NEEPH website is not specifically directed towards children.

If you are under 18 years of age, you should use the website and make purchases with the involvement and consent of a parent or legal guardian. Where required under applicable law, we may request parental or guardian consent before processing a child’s personal information.

If we learn that a child’s personal information has been provided without the consent required by law, we may delete or restrict that information.

12. Third-Party Websites

Our website may contain links to payment providers, delivery partners, social-media platforms or other third-party websites.

Third-party websites operate under their own terms and privacy policies. NEEPH does not control how those websites collect or use information. We recommend reviewing their privacy policies before providing personal information to them.

A link from our website does not necessarily imply that NEEPH endorses every service, statement or practice of the third party.

13. Changes to This Privacy Policy

We may update this Privacy Policy when our services, technology, service providers or legal obligations change.

The updated version will be published on this page. Where a change materially affects how we use personal information, we will provide additional notice or seek consent where required by applicable law.

We encourage you to review this page periodically.

14. Contact and Privacy Grievances

For questions, correction or deletion requests, account concerns or complaints relating to this Privacy Policy, contact:

Grievance Officer: Mukhtar Khan

Designation: Grievance Officer

Email: customersupport@neeph.com

Phone: +91 91360 63103

Address: Mahakali Caves Road, Andheri East, Mumbai – 400093, Maharashtra, India

Availability: 12:00 PM to 5:00 PM

Privacy grievances will be acknowledged within 48-72 hours and addressed within one month from the date of receipt, in accordance with applicable law.