Privacy policy

Nayan Sukh Care, trading as Nayan Sukh Exclusive (“Nayan Sukh Exclusive”, “we”, “us” or “our”), operates nayansukhexclusive.com and the related online store, content, features, customer-support channels, products and services (collectively, the “Services”). Our online store is hosted by Shopify.

This Privacy Policy explains how we collect, use, store, disclose and otherwise process personal data when you visit or use the Services, place an order, create an account, upload an eyewear prescription, contact us or otherwise interact with us.

For the purposes of applicable data-protection law, Nayan Sukh Care, trading as Nayan Sukh Exclusive, is the data controller or Data Fiduciary for the personal data described in this Policy, except where another organisation acts as an independent controller for its own processing.

By using the Services, you acknowledge that you have read this Privacy Policy. Where consent is legally required, we will request it separately through an appropriate affirmative action. Your use of the website alone will not be treated as consent for every type of processing.

If this Privacy Policy conflicts with our Terms of Service concerning the processing of personal data, this Privacy Policy will apply to that processing.

Personal Data We Collect

“Personal data” or “personal information” means information that identifies you or can reasonably be linked to you. It does not include information that has been irreversibly anonymised so that it can no longer identify an individual.

Depending on how you interact with us, we may collect the following categories.

Identity and Contact Information

  • Name

  • Email address

  • Phone or WhatsApp number

  • Billing and shipping addresses

  • Country, state, city and PIN or postal code

  • Information required to verify your identity or an authorised representative

Account Information

  • Customer-account identifier

  • Login credentials or authentication information

  • Saved addresses

  • Preferences, settings and communication choices

  • Wishlist and account activity

Passwords and authentication credentials may be stored and secured by Shopify or another authorised account provider rather than being directly visible to us.

Order and Transaction Information

  • Products viewed, searched, wishlisted, added to cart or purchased

  • Order number and order history

  • Discounts, coupons, store credit and gift-card activity

  • Shipping, delivery, exchange, credit-note and refund information

  • Invoice and tax-related information

  • Warranty, repair and after-sales service records

Payment Information

Payments are processed through Shopify and authorised payment gateways, banks or payment-service providers. These providers may collect card, UPI, bank or other payment credentials directly.

We generally receive limited payment information such as payment status, transaction reference, payment method, masked account or card details and fraud-screening results.

We do not ordinarily store complete payment-card numbers, CVV codes, UPI PINs or online-banking passwords on our own systems.

Prescription and Optical Information

When you request prescription lenses or optical assistance, we may collect:

  • An uploaded prescription image or document

  • Sphere (SPH), cylinder (CYL), axis and addition (ADD) values

  • Pupillary distance (PD)

  • Lens type, index, coating, tint and material preferences

  • Frame measurements and fitting information

  • Relevant information you share with our optometrists or customer-support team

  • Information needed to investigate a remake, fitting issue or warranty request

Prescription and optical data may reveal information about your eyesight or health and will be handled with additional care. Please provide only the information reasonably necessary for the eyewear or lens service you request.

Our online lens assistance is not a medical diagnosis and does not replace an eye examination. You are responsible for providing a complete, accurate and current prescription issued by an appropriately qualified professional.

Communications and Customer Support

  • Emails, contact-form submissions and WhatsApp messages

  • Call details and customer-support notes

  • Product reviews, ratings, survey responses and feedback

  • Photographs, videos, invoices or other evidence submitted for an exchange, delivery, damage or warranty claim

  • Records of privacy requests and consumer grievances

We do not recommend sending passwords, full payment credentials or unnecessary medical information through email, ordinary messaging or WhatsApp.

Device, Usage and Technical Information

  • IP address and approximate location derived from it

  • Browser, device type, operating system and network information

  • Cookie and device identifiers

  • Referring pages and links

  • Pages viewed, searches, clicks and time spent on the Services

  • Cart, checkout and website-interaction information

  • Diagnostic, security and error logs

Marketing and Advertising Information

  • Marketing consent and subscription status

  • Engagement with promotional emails, messages and advertisements

  • Product interests inferred from website or purchase activity

  • Advertising or campaign identifiers where permitted by law

How We Collect Personal Data

We may collect personal data:

  • Directly from you, including when you create an account, place an order, upload a prescription, submit a form, request an exchange, contact us or visit a store for an online-order matter.

  • Automatically through the Services, including through cookies, pixels, local storage and similar technologies.

  • From Shopify and service providers, including payment, fraud-prevention, communications, analytics, fulfilment, courier, lens-laboratory and customer-support providers.

  • From partners or third parties, including advertising platforms, social-media services or brand-authorised service partners, where permitted by law.

  • From another person acting for you, such as a family member, gift purchaser, parent, guardian or authorised representative. The person providing the data must be authorised to do so.

Why We Use Personal Data

We may process personal data for the following purposes.

Providing Products and Services

  • Create and manage customer accounts

  • Confirm, process and fulfil orders

  • Process or confirm payments

  • Arrange dispatch, delivery and tracking

  • Review prescriptions and optical measurements

  • Manufacture, fit or arrange prescription lenses

  • Communicate about product or prescription compatibility

  • Process exchanges, repairs, warranty requests, credit notes and legally required refunds

  • Provide store pickup, customer support and after-sales service

Communicating With You

  • Send order confirmations, invoices and service notifications

  • Respond to questions and support requests

  • Contact you when order, address, payment or prescription information requires clarification

  • Notify you about material policy, security or service changes

  • Maintain records of customer instructions and our response

Personalising and Improving the Services

  • Remember preferences and wishlist items

  • Recommend relevant eyewear or lens options

  • Analyse website use and customer experience

  • Test, troubleshoot and improve website features

  • Measure product, campaign and service performance

Marketing and Advertising

  • Send promotional emails, SMS or WhatsApp messages where you have consented or where otherwise permitted by law

  • Measure and improve marketing campaigns

  • Display relevant advertising, subject to applicable consent and opt-out requirements

You may withdraw marketing consent at any time. Opting out of marketing will not stop essential messages about an order, account, warranty request or privacy request.

Security and Fraud Prevention

  • Authenticate accounts and transactions

  • Detect and investigate fraud, payment abuse, false claims, malicious activity or security threats

  • Protect customers, staff, the Services and our legal rights

  • Enforce transaction limits, policies and website security

Legal and Business Requirements

  • Comply with accounting, tax, consumer-protection, data-protection and other legal obligations

  • Respond to lawful requests from courts, regulators or law-enforcement authorities

  • Establish, exercise or defend legal claims

  • Investigate violations of our policies or applicable law

  • Maintain appropriate business, audit and dispute-resolution records

Legal Grounds for Processing

We process personal data only for a lawful purpose and where we have an appropriate legal basis under the law that applies to the processing.

Depending on the circumstances, processing may be based on:

  • your consent;

  • the information you voluntarily provide for a specified purpose, such as fulfilling an order or fitting prescription lenses;

  • the need to enter into or perform a contract with you;

  • compliance with a legal obligation;

  • our legitimate interests or those of another person, where permitted and not overridden by your rights; or

  • another ground permitted by applicable law.

Where consent is the basis for processing, it must be freely given, specific, informed and indicated through a clear affirmative action.

You may withdraw consent with comparable ease by contacting us or using the relevant preference control. Withdrawal will not affect processing that was lawful before withdrawal, processing required to complete an existing order, or processing otherwise authorised or required by law.

Cookies and Similar Technologies

We and our service providers may use cookies, pixels, tags, local storage and similar technologies to:

  • operate essential website and checkout functions;

  • keep accounts secure;

  • remember settings and preferences;

  • understand website performance and usage;

  • prevent fraud;

  • measure campaigns; and

  • provide personalised content or advertising where permitted.

You can manage non-essential technologies through the cookie or privacy controls made available on the website and through your browser settings.

Blocking essential cookies may prevent parts of the Services or checkout from working correctly.

Depending on where you live, you may also opt out of eligible data sharing or targeted advertising through our Data Sharing Opt-Out page.

Where required by applicable law, we may recognise a valid Global Privacy Control signal for the browser and device sending it.

How We Disclose Personal Data

We may disclose only the personal data reasonably necessary for a legitimate purpose to the following categories of recipients.

Shopify

Shopify hosts our online store and processes data to provide checkout, account, security, analytics and related e-commerce services.

Payment and Fraud-Prevention Providers

Payment gateways, banks, card networks, UPI providers and fraud-prevention services may process information to authorise payments, prevent fraud, handle disputes and provide transaction services.

Shipping and Fulfilment Providers

Courier, logistics, warehouse and fulfilment partners receive information such as name, address, phone number, order contents and delivery instructions as necessary to deliver or collect a parcel.

Optical and Product-Service Providers

Lens laboratories, optometry-support providers, manufacturers, distributors and brand-authorised service partners may receive relevant order, prescription, fitting, serial-number or warranty information where necessary to fulfil an order or resolve a product issue.

Technology and Business Providers

We may use providers for cloud hosting, website operation, analytics, email, SMS, WhatsApp communication, customer support, security, accounting, document storage and marketing.

They may process data on our behalf under appropriate instructions or act independently where required for their service.

Professional Advisers and Authorities

We may disclose information to accountants, auditors, insurers, lawyers, courts, regulators, consumer authorities or law-enforcement bodies where reasonably necessary or legally required.

Business Transactions

Personal data may be disclosed to prospective or completed buyers, investors, advisers or successors in connection with a merger, restructuring, financing or sale of all or part of the business, subject to appropriate confidentiality and legal safeguards.

At Your Direction

We may disclose information when you request or authorise us to do so, such as when you choose a social-media integration, request delivery to another person or authorise a representative to manage an order.

We do not authorise service providers acting on our behalf to use personal data for unrelated purposes. Independent third parties are responsible for their own privacy practices.

Sale, Sharing and Targeted Advertising

We do not sell personal data for money.

However, depending on the technology used and the law where you live, allowing advertising or analytics partners to receive cookie identifiers, device information or website-interaction information may be treated as a “sale”, “sharing” or use for “targeted advertising”.

Where applicable, you may opt out through our Data Sharing Opt-Out page, the privacy controls available on the website or by contacting us.

A valid Global Privacy Control signal may also be recognised for the browser and device sending it where required by law.

An opt-out will not prevent processing needed for checkout, payment, fraud prevention, order fulfilment, security or other essential Services.

Our Relationship With Shopify

Shopify may process personal data both on our instructions and, for certain enhanced or consumer features, for its own stated purposes.

Information submitted through the Services may be transmitted to Shopify and its service providers in countries other than India.

For more information, review the Shopify Consumer Privacy Policy and the Shopify Privacy Portal.

Privacy choices exercised directly with Shopify may apply to Shopify’s independent processing. Requests concerning Nayan Sukh Exclusive’s processing should be sent to us using the Contact section below.

International Data Transfers

Some recipients, including Shopify and technology providers, may process personal data in countries other than the country in which it was collected. The privacy and data-protection laws of those countries may differ.

Where required, we take reasonable steps to use service providers and transfer safeguards appropriate to the nature of the information and applicable law.

Transfers from India remain subject to any restriction or requirement notified by the Government of India. Shopify describes its own international transfer safeguards in its privacy notices.

Data Retention

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected or for another lawful purpose.

Retention periods may depend on:

  • the duration of the customer relationship or account;

  • completion of an order, prescription-lens service, exchange or warranty request;

  • applicable tax, accounting, consumer, warranty and record-keeping requirements;

  • fraud prevention and security needs;

  • complaint, limitation and dispute-resolution periods; and

  • the need to establish, exercise or defend a legal claim.

Prescription and optical information is retained only for as long as reasonably necessary to fulfil the requested service, assist with an applicable remake or warranty matter, maintain required records or resolve a dispute.

When personal data is no longer required, we take reasonable steps to delete, anonymise or securely dispose of it, unless continued retention is permitted or required by law.

Data may remain temporarily in secured backups until the relevant backup cycle expires.

Security

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

These measures may include access controls, authentication, secure service providers, staff confidentiality, logging, backups and security monitoring appropriate to the nature of the data.

No website, transmission or storage system can be guaranteed to be completely secure. You are responsible for keeping your account credentials confidential and should notify us promptly if you suspect unauthorised account use.

If we become aware of a personal-data breach, we will investigate, take reasonable containment and remediation steps, and provide notifications to affected individuals and authorities where required by applicable law.

Children’s Privacy

The Services are not directed to children for independent purchasing. In India, a child is generally a person under 18 for the purposes of the Digital Personal Data Protection framework.

Where eyewear, a prescription or an account relates to a child, the information should be provided by or with the authority of a parent or lawful guardian.

We may request information reasonably necessary to verify parental or guardian consent where required.

We do not knowingly use children’s personal data for targeted advertising or undertake behavioural monitoring of children where prohibited by law.

If you believe that a child has provided personal data without appropriate authorisation, contact us so that we can review and take suitable action.

Your Rights and Choices

Depending on where you live and subject to applicable exceptions, you may have the right to:

  • request a summary of, or access to, personal data being processed about you;

  • request correction, completion or updating of inaccurate or incomplete data;

  • request erasure of data that is no longer necessary, unless retention is permitted or required by law;

  • withdraw consent where consent is the basis for processing;

  • opt out of direct marketing;

  • request information about relevant categories of processing and recipients;

  • raise a grievance concerning our handling of personal data; and

  • nominate another person to exercise applicable rights in the event of death or incapacity, where provided by law.

Depending on applicable law, you may also have rights concerning data portability, restriction of processing, objection to processing or automated decision-making.

These rights are not absolute. We may retain or continue processing information where permitted or required for an existing transaction, legal obligation, fraud prevention, security, warranty administration or legal claim.

We may request reasonable information to verify your identity and protect your data before acting on a request.

If an authorised representative submits a request, we may require evidence of authority and may also verify the request directly with you.

We will not discriminate against you for exercising a legally protected privacy right.

Marketing Choices

You can unsubscribe from promotional email by using the unsubscribe link in the message.

For SMS or WhatsApp marketing, use the opt-out method stated in the message or contact us.

Even after opting out of marketing, you may continue to receive essential non-promotional messages concerning an order, payment, delivery, account, warranty, privacy request or policy change.

EEA, UK and Switzerland

If the processing of your personal data is subject to the laws of the European Economic Area, United Kingdom or Switzerland, you may have additional rights, subject to applicable conditions and exceptions, including:

  • access to personal data;

  • rectification of inaccurate data;

  • erasure;

  • restriction of processing;

  • data portability;

  • objection to certain processing, including direct marketing;

  • withdrawal of consent; and

  • the right not to be subject to certain decisions based solely on automated processing.

Where these laws apply, processing may rely on performance of a contract, compliance with a legal obligation, consent, protection of vital interests or legitimate interests that are not overridden by your rights.

You may also have the right to complain to the data-protection authority in the country where you live or work.

A list of EEA supervisory authorities is available from the European Data Protection Board.

UK residents may contact the Information Commissioner’s Office.

United States and Other Jurisdictions

Depending on where you live and whether the relevant law applies to us, you may have additional rights to:

  • know or access personal data;

  • request correction or deletion;

  • obtain a portable copy;

  • opt out of a sale or sharing for targeted advertising;

  • limit certain uses of sensitive personal data; or

  • appeal a decision concerning a privacy request.

We do not use personal data to unlawfully discriminate against a customer for exercising a protected privacy right.

Requests may be submitted through the contact details below. You may also use our Data Sharing Opt-Out page for eligible advertising choices.

Third-Party Websites and Services

The Services may contain links to websites, apps or platforms operated by other organisations. Their collection and use of personal data is governed by their own privacy notices.

We do not control and are not responsible for the privacy, security or content of independent third-party services.

Information you publish in a public review, social-media post or another public forum may be visible and reused by others.

Do not publish personal, prescription, payment or order information in a public review.

Automated Processing

We and our providers may use automated tools for fraud screening, security, product recommendations, analytics and marketing.

We do not ordinarily make decisions based solely on automated processing that produce legal or similarly significant effects for a customer.

Where applicable law grants rights concerning a qualifying automated decision, you may contact us to request information or human review.

Complaints and Grievance Redressal

If you have a question or complaint about how we handle personal data, contact us using the details below.

Please describe the issue and include the email address or phone number associated with your account or order.

We aim to acknowledge a grievance within 48 hours and resolve it within one month, subject to the nature and complexity of the matter and applicable law.

Where applicable, you may approach the Data Protection Board of India or another competent data-protection or consumer authority after using the grievance process required by applicable law.

This Policy does not limit any lawful complaint or remedy.

Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our Services, technology, service providers or legal obligations.

The revised Policy will be posted on this page with an updated date.

Where required by law, we will provide additional notice or request fresh consent before using personal data for a materially different purpose.

Contact Us

For privacy questions, requests or grievances, contact:

Data Fiduciary/Controller: Nayan Sukh Care, trading as Nayan Sukh Exclusive
Privacy contact: Customer Grievance and Privacy Team
Email: support@nayansukhexclusive.com
Phone/WhatsApp: +91 80000 04137
Postal address: Nayan Sukh Care, 84 Hazaribagh Road, Tharpakhna, Ranchi, Jharkhand 834001, India
Website: https://nayansukhexclusive.com

To help us process a request securely, we may ask for the relevant order number and information reasonably necessary to verify your identity.

Do not send full payment-card details, passwords or UPI PINs.