Privacy Policy

This Privacy Policy explains how Raghav Consumer Products (“Raghav Consumer Products”, “LUSIV”, “we”, “us” or “our”) collects, uses, stores, discloses and protects personal information in connection with:

• www.lusiv.in;
• purchases;
• customer accounts;
• customer support;
• product enquiries;
• marketing communications;
• WhatsApp communications;
• email;
• SMS;
• analytics;
• advertising;
• promotions; and
• other services associated with our Website.

We aim to process personal data lawfully, fairly and transparently and in accordance with applicable Indian law.

Our data practices are intended to comply with applicable Indian law, including, as applicable:

• Digital Personal Data Protection Act, 2023;
• rules and regulations made under applicable data-protection legislation;
• Information Technology Act, 2000;
• applicable rules concerning reasonable security practices and personal information;
• Consumer Protection Act, 2019;
• applicable e-commerce requirements; and
• other applicable laws and regulatory directions.

The DPDP Act establishes the principal modern statutory framework for digital personal data processing in India. Its provisions commence on dates notified by the Central Government.

Depending on how you use our Website, we may collect:

A. Identity/contact information

• name;
• telephone number;
• email address;
• delivery address;
• billing address;
• city/state/pincode;
• communication preferences.

B. Order information

• products purchased;
• quantity;
• order number;
• transaction amount;
• delivery information;
• invoice information;
• return/refund information;
• complaint history.

C. Payment information

Payments may be processed by third-party payment providers.

Where possible, payment-card/banking credentials are processed directly by the payment service provider rather than stored by us.

We may receive limited payment-related information necessary to confirm transaction status.

D. Technical information

We may collect:

• IP address;
• browser information;
• device type;
• operating system;
• approximate location derived from technical information where applicable;
• referring URL;
• pages visited;
• interaction data;
• session information;
• cookie identifiers;
• analytics identifiers.

E. Marketing information

If you subscribe or otherwise provide applicable consent, we may process:

• email address;
• mobile number;
• WhatsApp number;
• marketing preferences;
• campaign interaction;
• communication history;
• unsubscribe/opt-out status.

F. Customer-support information

We may collect information contained in:

• emails;
• WhatsApp conversations;
• telephone interactions;
• complaints;
• product photographs/videos;
• product/batch information;
• delivery issues;
• refund requests.

Information may be collected:

• directly from you;
• through Website forms;
• during checkout;
• through customer accounts;
• by email;
• by telephone;
• through WhatsApp;
• through cookies;
• through analytics technologies;
• through advertising technologies;
• through payment providers;
• through logistics providers;
• through service providers acting on our behalf.

We may process personal data for purposes including:

1. processing orders;
2. delivering products;
3. processing payments;
4. issuing invoices;
5. handling returns and refunds;
6. responding to customer enquiries;
7. handling complaints;
8. preventing fraud;
9. maintaining business records;
10. complying with legal obligations;
11. protecting Website security;
12. improving products and Website performance;
13. analysing Website usage;
14. measuring advertising performance;
15. communicating important service information;
16. sending marketing communications where legally permitted and appropriately authorised;
17. administering promotions;
18. maintaining records of customer preferences;
19. defending or establishing legal claims; and
20. other purposes disclosed at or before collection.

Depending upon the applicable legal regime and the nature of processing, personal data may be processed where permitted by law, including where:

• processing is necessary for a requested transaction/service;
• processing is necessary for compliance with law;
• processing is necessary for legitimate operational purposes where legally recognised;
• consent is required and has been obtained; or
• another lawful ground recognised by applicable law applies.

Where consent is required, we will seek it in an appropriate manner.

Consent should not be treated as permanent where the law provides a right to withdraw it.

Where required, we will seek consent or provide legally appropriate choice before sending promotional communications.

Marketing channels may include:

• email;
• SMS;
• WhatsApp;
• telephone;
• push notifications, if introduced;
• online advertising.

You may withdraw marketing consent by:

• using an unsubscribe link;
• replying with the applicable opt-out instruction;
• contacting support@lusiv.in; or
• using the preference mechanism provided.

Withdrawal of marketing consent will not necessarily stop essential transactional communications.

Even where you opt out of marketing, we may send communications necessary to:

• complete an order;
• confirm payment;
• provide an invoice;
• arrange delivery;
• handle a return/refund;
• address a complaint;
• notify you about a material service issue; or
• comply with law.

We may use Google Analytics to understand Website traffic and performance.

Analytics may involve cookies, identifiers and technical information.

Google may process information in accordance with its own terms and privacy documentation.

Where required by applicable law, the Website will provide an appropriate consent/preference mechanism before placing non-essential analytics technologies.

We may use Meta Pixel or similar advertising/measurement technologies to:

• measure advertising effectiveness;
• understand Website conversions;
• create advertising audiences;
• measure campaigns;
• improve advertising relevance.

Where legally required, applicable consent or preference mechanisms shall be used.

Advertising technology providers may independently process information under their own terms.

We use cookies and similar technologies.

Please read our separate Cookie Policy for details concerning:

• necessary cookies;
• analytics cookies;
• advertising cookies;
• functional cookies;
• session cookies;
• third-party cookies;
• consent and preference management.

If you contact us through WhatsApp or voluntarily provide a WhatsApp number for customer communication, we may process the information necessary to respond to your request or provide permitted transactional/marketing communications.

WhatsApp/Meta may independently process information according to its own privacy terms.

We do not represent that WhatsApp is operated by Raghav Consumer Products.

We may use third-party payment providers.

Payment information may be processed directly by those providers.

Their own privacy policies and terms may apply.

To deliver an order, we may provide logistics providers with information reasonably necessary for fulfilment, such as:

• name;
• address;
• phone number;
• order information.

We may use vendors for:

• website hosting;
• cloud storage;
• analytics;
• advertising;
• payment;
• logistics;
• email;
• SMS;
• WhatsApp communication;
• customer support;
• security;
• IT maintenance.

We expect service providers handling personal data on our behalf to use appropriate safeguards and process data consistently with applicable contractual and legal requirements.

We may disclose personal information where reasonably necessary to:

• comply with law;
• comply with court orders;
• comply with governmental directions;
• prevent fraud;
• investigate security incidents;
• establish or defend legal claims;
• protect customers or the public; or
• enforce our legal rights.

If the business is reorganised, sold, transferred, merged or otherwise subject to a corporate/business transaction, personal data may be transferred where legally permitted and subject to applicable safeguards.

We use reasonable technical and organisational measures appropriate to the nature and risks of the information processed.

Such measures may include:

• access controls;
• authentication;
• secure hosting;
• encryption where appropriate;
• backups;
• logging;
• vendor controls;
• password management;
• security updates;
• restricted access to customer information.

No online system can be guaranteed completely secure.

The Information Technology Act framework includes requirements concerning reasonable security practices for certain personal information processing.

We retain personal data only for as long as reasonably necessary for the purpose for which it was collected, legal obligations, accounting/tax requirements, dispute resolution, fraud prevention, contractual obligations and legitimate business recordkeeping.

Different information may have different retention periods.

Where law requires a particular retention period, that requirement will prevail.

When information is no longer required and no legal reason for retention exists, we may delete, anonymise or securely dispose of it.

Subject to applicable law and the commencement of relevant statutory provisions, individuals may have rights relating to personal data, including rights concerning:

• access/information;
• correction;
• updating;
• deletion/erasure where applicable;
• withdrawal of consent where consent is the basis;
• grievance redressal;
• nomination or other statutory rights where applicable.

The precise scope and procedure for exercising such rights shall be governed by applicable law as in force at the relevant time.

Write to:

Please provide enough information to identify your request and prevent unauthorised disclosure.

We may need to verify identity before acting on a request.

We do not intentionally seek children's personal data for behavioural advertising or unrelated marketing.

Where applicable law requires verifiable parental/guardian consent or other safeguards for processing children's data, we will implement the required measures.

Some service providers used by the Website may process information outside India.

Any such processing will be subject to applicable Indian law and relevant contractual, technical and organisational safeguards.

Where applicable law restricts or conditions cross-border transfer, we will comply with those requirements.

Our Website may link to third-party services.

Their privacy policies are independent of this Privacy Policy.

We recommend reviewing their policies before providing personal information.

We may update this Privacy Policy to reflect:

• changes in law;
• new technologies;
• new vendors;
• new products;
• new data practices; or
• operational changes.

The updated version will be posted on this page with a revised “Last Updated” date.

For privacy complaints or questions:

We will review and respond to privacy complaints within the period required by applicable law.