Privacy & cookie policy
This notice explains how personal information is used on the NeuZen website.
Who is responsible for your information?
NeuZen is responsible for the use of personal information described here. For questions or requests, see our contact page.
Information we collect
When you create or use an account, we process your email, authentication details, account identifier and any name, phone number, saved address or marketing preference you provide. Your basket is saved in your browser.
Our hosting and account services process technical information needed to deliver and secure the service, such as IP addresses, request information and sign-in events. If you contact us, we use the information in your correspondence to respond. Please avoid sending medical records or other sensitive information that is not needed for your enquiry.
When you place an order, we process your email, name, delivery address, any phone number you provide, the items ordered and the payment status. We use this to take payment, deliver your order, send emails about it (such as confirmation and dispatch updates) and handle cancellations, returns and refunds. Card and Google Pay payments are processed by our payment provider, Airwallex; we do not receive or store your full card details.
Why we use information
- To provide the account features you request and to process, deliver and support your orders: performance of our agreement with you or steps you request before entering one.
- To protect accounts, investigate misuse and resolve general enquiries: our legitimate interests in running a secure service and assisting visitors, balanced against your rights.
- To comply with applicable legal duties: legal obligation.
- For optional promotional messages, when that service is available: your consent. You can change your saved preference in your account; refusing marketing does not prevent use of account features.
Required account fields are needed to create and secure your account. Optional fields are identified in the forms. We do not currently use automated decision-making that produces legal or similarly significant effects on you.
Service providers and overseas processing
Supabase provides our account and database services, Vercel hosts the website, Airwallex processes payments and Zoho sends our emails. Authorised team members can access information needed for their assigned work. Information may also be disclosed where the law requires it or where necessary to establish or defend legal claims.
The database is hosted in Tokyo, Japan. Provider operations may involve other countries, and applicable safeguards are used where required by law.
How long information is kept
We keep information for as long as needed to provide an active account, handle an enquiry, investigate a security incident or meet an applicable legal requirement.
Your choices and rights
Subject to the applicable conditions, you can request access, correction, erasure, restriction or portability of your personal information, and object to processing based on legitimate interests. You can withdraw consent at any time without affecting the lawfulness of earlier processing. You have an unconditional right to object to direct marketing.
Use our contact details to make a request. We may need proportionate identity checks. Requests are normally answered within one month; we will explain any lawful extension. You may complain to the Information Commissioner’s Office.
Cookies and browser storage
Cookies and similar storage let a website remember information between visits. The current site uses the following storage for account, basket and preference features:
- Sign-in cookies: Supabase cookies whose names begin with “sb-” maintain your authenticated session. The current library sets a maximum cookie lifetime of 400 days and may refresh them; this is separate from the shorter lifetime of an access token. Signing out removes the session cookies.
- Basket storage: “neuzen-cart-v2” in local storage remembers products and quantities. It has no automatic expiry and remains until removed or your browser clears it.
- Google Analytics (when enabled and accepted): cookies such as “_ga” and “_ga_*” distinguish visitors and maintain session information. Google Analytics cookies may persist for up to 2 years, depending on the cookie and configuration.
- Cookie preference: “neuzen-cookie-consent” in local storage remembers your banner choice. It has no automatic expiry and remains until cleared.
Google Analytics 4 is used only when configured and after you accept analytics cookies. It may collect page views and technical information such as browser, device and approximate location. Analytics cookies are not loaded when you reject or have not chosen. You can change your choice by clearing this site’s stored data in your browser; the banner will then appear again.
You can delete cookies and local storage using your browser’s site-data settings. Clearing NeuZen’s site data resets the banner choice and may remove your basket or sign you out. Blocking essential storage may prevent account and basket features from working.
Changes to this notice
We will update this page when our services or use of information change and provide further notice where required.