Last Updated: August 3, 2026
At Phenora, we believe trust is as essential to a relationship as the botanicals we put in our products. This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, and the rights you have over it when you visit www.phenora.in (the “Website”) or purchase our home care and personal care products.
Phenora is the flagship brand of Frezool Industries Private Limited, and all references to “Phenora,” “we,” “us,” or “our” in this Policy refer to Frezool Industries Private Limited operating under the Phenora brand.
This Policy has been designed in line with India’s Digital Personal Data Protection Act, 2023 (“****DPDP Act****”) and the Information Technology Act, 2000, and is also informed by global best practices under the General Data Protection Regulation (“****GDPR****”), so that whether you’re shopping from Mumbai or Manchester, we handle your data with the same care.
By using our Website or services, you agree to the practices described in this Policy. If you do not agree, please refrain from using our Website.
1. Information We Collect
We collect information in three broad ways:
Information you give us directly — when you create an account, place an order, subscribe to our newsletter, contact customer support, or participate in a survey or promotion.
Information collected automatically — through cookies, device data, and browsing behaviour when you use our Website.
Information from third parties — such as payment confirmations from payment gateways, or delivery updates from logistics partners.
2. Personal Information
Depending on how you interact with us, we may collect:
Full name
Email address and phone number
Billing and shipping address
Date of birth (optional, for birthday offers)
Order history and product preferences
Account login credentials
Communications you send us (emails, chat, reviews, feedback)
We collect only what is reasonably necessary to provide our services and will always seek your consent where required under the DPDP Act.
3. Payment Information
When you make a purchase, payment is processed through secure, PCI-DSS compliant third-party payment gateways (such as Razorpay, PayU, or similar providers).
Phenora does not collect or store your complete card number, CVV, or net banking credentials on its own servers. This information is handled directly and securely by our payment partners.
We may retain limited transaction metadata (such as payment status, order ID, and last four digits of a card, where shared by the gateway) for order verification, refunds, and accounting purposes.
4. Device and Browsing Data
When you visit our Website, we may automatically collect:
IP address and approximate location
Browser type and version
Device type and operating system
Pages viewed, time spent, and click patterns
Referring website or source (e.g., search engine, social media, ad campaign)
This information helps us understand how visitors use our Website, diagnose technical issues, and improve your browsing experience.
5. Cookies
We use cookies and similar tracking technologies (such as pixels and local storage) to:
Keep you logged in and remember items in your cart;
Understand Website traffic and usage patterns;
Personalize content and product recommendations;
Measure the effectiveness of our marketing campaigns.
You can control or disable cookies through your browser settings at any time. Please note that disabling certain cookies may affect the functionality of the Website (e.g., you may not be able to complete a checkout).
Where required, we will present a cookie consent banner allowing you to accept or customize your cookie preferences before non-essential cookies are activated.
6. Purpose of Data Collection
We use your personal information only for clearly defined purposes, including to:
Process and fulfil your orders, including payment, shipping, and returns;
Create and manage your account;
Provide customer support and respond to queries;
Send transactional communications (order confirmations, shipping updates, invoices);
Improve our Website, products, and customer experience;
Send marketing communications, where you have opted in;
Prevent fraud, abuse, and unauthorized transactions;
Comply with legal and regulatory obligations under Indian law.
We do not use your personal data for any purpose incompatible with the ones stated above without seeking fresh consent.
7. Marketing Communications
We may send you promotional emails, SMS, or WhatsApp messages about new launches, offers, and botanical wellness content, only if you have opted in to receive such communications.
You can withdraw your consent and unsubscribe at any time by clicking the “unsubscribe” link in our emails, replying “STOP” to SMS/WhatsApp messages, or writing to us at info@frezoolindustries.com.
Opting out of marketing communications will not affect your ability to receive essential transactional updates about your orders.
8. Data Sharing with Logistics and Payment Partners
We do not sell your personal information. We only share your data with trusted third parties who help us operate our business, including:
Logistics and courier partners — to fulfil delivery of your orders (name, address, phone number);
Payment gateway providers — to process transactions securely;
Marketing and analytics platforms — to understand Website performance and run advertising campaigns (in aggregated or pseudonymized form where possible);
Customer support and CRM tools — to manage your queries and order history;
Legal and regulatory authorities — where required by law, court order, or to protect our legal rights.
All third-party partners are contractually bound to use your data only for the specific purpose for which it was shared, and to maintain appropriate security safeguards.
9. Data Retention
We retain your personal information only for as long as necessary to fulfil the purposes outlined in this Policy, including:
Order and transaction data: for the duration required under Indian tax, accounting, and consumer protection laws;
Account information: for as long as your account remains active, or until you request deletion;
Marketing data: until you withdraw consent or unsubscribe;
Data required for resolving disputes, fraud prevention, or legal compliance: for the applicable statutory limitation period.
Once the retention period expires, your data is securely deleted or anonymized.
10. Security Measures
We take the security of your personal information seriously and implement reasonable technical and organizational safeguards, including:
SSL/TLS encryption for data transmitted through our Website;
Restricted, role-based access to personal data within our organization;
Secure, PCI-DSS compliant payment processing through certified partners;
Regular monitoring and review of our data handling practices;
Contractual data protection obligations imposed on all third-party service providers.
While we strive to protect your information using industry-standard practices, no method of transmission or storage over the internet is 100% secure. We encourage you to also protect your account credentials and notify us immediately of any suspected unauthorized access.
11. Your Rights (Customer Rights)
As a data principal under the DPDP Act (and consistent with GDPR principles), you have the right to:
Access — request a copy of the personal data we hold about you;
Correction — request correction of inaccurate or incomplete data;
Erasure — request deletion of your personal data, subject to legal retention requirements;
Withdraw consent — withdraw previously given consent for processing (e.g., marketing communications) at any time;
Grievance redressal — raise concerns about how your data is handled and receive a timely response;
Nominate — nominate another individual to exercise your rights on your behalf in the event of death or incapacity, as provided under the DPDP Act.
To exercise any of these rights, please contact our Grievance Officer using the details in Section 14. We will respond to verified requests within the timelines prescribed under applicable law.
12. Children’s Privacy
Phenora’s Website and products are intended for individuals aged 18 years and above. We do not knowingly collect personal information from children without verifiable parental or guardian consent, as required under the DPDP Act.
If we become aware that we have inadvertently collected personal data from a child without appropriate consent, we will take prompt steps to delete such information. Parents or guardians who believe their child has provided personal data to us may contact us to request deletion.
13. Third-Party Services
Our Website may contain links to third-party websites, plugins, or services (such as social media platforms or embedded content) that are not operated by Phenora. This Privacy Policy does not apply to those third-party services, and we encourage you to review their respective privacy policies before sharing any personal information with them.
We are not responsible for the privacy practices or content of any third-party websites linked from our Website.
14. Contact Details
If you have questions, concerns, or requests regarding this Privacy Policy or how we handle your personal data, please contact:
Grievance Officer / Data Protection Contact Phenora Email: info@frezoolindustries.com Phone (Customer Support): +91 91515 77728 WhatsApp: +91 91515 77726 Address: Frezool Industries Private Limited, [Registered Office Address to be added], India Response Timeline: We aim to acknowledge requests within [48 hours] and resolve them within [30 days], as required under applicable law.
15. Policy Updates
We may update this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or business operations. Any changes will be posted on this page with a revised “Last Updated” date. For significant changes, we may also notify you via email or a prominent notice on our Website.
We encourage you to review this Policy periodically. Your continued use of our Website and services after any updates constitutes your acknowledgment of the revised Policy.
By using the Phenora Website and sharing your information with us, you acknowledge that you have read and understood this Privacy Policy.