Privacy policy

Note on translations: Foreign-language versions of these legal texts are provided solely for better understanding. In case of doubt, the German version shall prevail.

1. Overview

Velisana operates this shop and this website, including all related information, content, functions, tools, products and services, in order to provide you as a customer with an individual shopping experience.

Velisana is based on Shopify, which enables us to provide the services to you. This Privacy Policy explains how we collect, use or disclose personal data when you visit or use the website, make a purchase or another transaction, or otherwise communicate with us.

If there is a conflict between our Terms and Conditions and this Privacy Policy, this Privacy Policy shall prevail with regard to the collection, processing and disclosure of your personal data.

Please read this Privacy Policy carefully. If you use or access our services, you acknowledge that your personal data may be collected, used and disclosed as described in this Privacy Policy.

2. What personal data we collect or process

When we use the term “personal data”, we refer to information that identifies you or another person or can be directly associated with you. Personal data does not include information that is collected anonymously or anonymised in such a way that identification or association with you is no longer possible.

Depending on how you interact with our services, where you live and what applicable law permits or requires, we may collect or process in particular the following categories of personal data:

• Contact details, including name, postal address, billing address, shipping address, telephone number and email address.
• Financial data, including credit card, debit card and financial account numbers, payment card information, financial account information, transaction details, payment method, payment confirmation and other payment details.
• Account information, including username, password, security questions, configurations and settings.
• Transaction information, including the items you view, add to your cart, place on a wishlist or purchase, return, exchange or cancel, as well as your past transactions.
• Communications with us, including the information you provide when communicating with us, for example when you send a customer support request or contact us by email, telephone or WhatsApp.
• Device information, including information about your device, browser or network connection, IP address and other unique identifiers.
• Usage information, including information about your interaction with the services, how and when you interact with or browse the services, as well as event data related to advertising, product views, cart actions, purchases and the use of our online sales channels.

3. Sources of personal data

We may collect personal data in particular from the following sources:

• Directly from you. We collect data, among other things, when you create an account, access or use the services, communicate with us or otherwise provide us with personal data.
• Automatically through our services. We collect data, among other things, from your device or when you use our products or services or visit our website, including through cookies and similar technologies.
• From our service providers. We collect data, among other things, when we commission service providers to provide certain technologies and they collect or process your personal data on our behalf.
• From partners and other third-party providers. We may receive data from partners and third-party providers, in particular from payment service providers, shipping service providers, analytics, advertising and sales channels, and technical service providers.

4. How we use your personal data

Depending on how you interact with us or which services you use, we may use personal data in particular for the following purposes:

Provision, customisation and improvement of the services
We use your personal data to provide you with the services. This includes, among other things, fulfilling our contract with you, processing your payments, fulfilling your orders, storing your settings and the items you are interested in, sending notifications related to your account, creating and managing your account, organising shipping, returns and exchanges, and improving your shopping experience.

Marketing and advertising
We use your personal data for marketing and advertising purposes, for example to send you marketing communications by email, SMS or post, or to display online advertising for products or services to you. This may also be based on items you have previously purchased or added to your cart, as well as on other activities relating to our services. For this purpose, services from Google and Meta may be used in particular.

Security and fraud prevention
We use your personal data to authenticate your account, provide a secure payment and shopping experience, detect, investigate or take action against possible fraudulent, illegal, unsafe or malicious activities, and ensure the security of our services.

Communication with you
We use your personal data to provide customer support and effective services, respond to your enquiries promptly and maintain our business relationship with you.

Legal reasons
We use your personal data to comply with applicable law, respond to lawful procedures, handle requests from law enforcement or supervisory authorities, conduct civil investigations or potential legal disputes, and enforce our terms or policies.

5. How we disclose personal data

Under certain circumstances, we may disclose your personal data to third parties for legitimate purposes in accordance with this Privacy Policy. This may include in particular the following cases:

• Providers and other third parties that perform services on our behalf, for example IT management, payment processing, data analysis, customer support, cloud storage, fulfilment and shipping.
• Business and marketing partners that provide marketing services for you or display advertising to you.
• Providers of sales, analytics and advertising services, in particular Google and Meta, where this is necessary to provide product data, display advertising, measure the effectiveness of advertising measures, attribute orders to specific advertising channels or improve our online offerings.
• Providers of Shopify apps and technical extensions that we use for translation, automation, communication, search engine optimisation, product presentation, marketplace integration, form processing, email communication or the transmission of order and shipping data to fulfilment and shipping service providers.
• Third parties when you ask us to do so or give your consent, for example to deliver products or to use social media widgets or login integrations.
• Affiliated companies or companies within our corporate group.
• Third parties in connection with business transactions such as mergers, restructurings or insolvency, to comply with legal obligations, respond to lawful requests, enforce our terms or protect our rights and the rights of our users or other persons.

6. Relationship with Shopify

Our services are hosted by Shopify. Shopify collects and processes personal data about your access to and use of the services in order to provide the services to you, operate the shop technically, process orders, enable payments, prevent fraud, ensure security and improve the use of the services.

Data that you submit to our services or that arises when using our shop is disclosed to Shopify and to third parties that may be located in countries other than your country of residence in order to provide and improve the services.

We may use certain enhanced Shopify functions, including Shopify Network Intelligence, Shopify Checkout, Shop Pay, the Shop channel or Shop App, Shopify Product Network, Shopify Search & Discovery and other services provided by Shopify. These functions may include data and information from your interactions with our shop, with other merchants and with Shopify in order to provide services, improve security, prevent fraud, support shop operations, improve product presentation, enable recommendations, measure or optimise advertising and personalise the shopping experience.

If our products are made visible or sold through Shopify-supported sales channels, AI-supported shopping experiences, so-called agentic commerce functions or comparable external interfaces, product data, availability, prices, order data, technical data, usage data, payment and shipping information as well as personal data required for purchase processing may be processed via Shopify. This may be necessary in particular to display products, answer questions about products, fulfil orders, process payments, calculate taxes, prevent fraud and organise shipping.

Where Shopify processes personal data as a processor, this is done according to our instructions and on the basis of the agreements in place with Shopify. Where Shopify independently provides certain enhanced services or processes data for its own purposes, Shopify may itself be responsible for that processing.

Where consent is required for certain data processing activities, in particular for non-essential cookies, similar technologies, personalised advertising or certain forms of device-based recognition, processing takes place only on the basis of your consent. You may change or withdraw your settings, where available, through the cookie and privacy settings of our shop.

Further information on how Shopify uses personal data and what rights you have can be found in the Shopify Privacy Policy for Consumers. Depending on where you reside, you may also exercise certain rights through the Shopify Privacy Portal.

7. Use of Google and Meta services

We use services from Google and Meta to make our products visible across various online sales channels, provide product information, display advertising and evaluate the effectiveness of our advertising measures.

This may include in particular services from Google, such as Google Merchant Center, Google Ads, Google Shopping and the Google & YouTube channel by Shopify, as well as services from Meta, such as Facebook, Instagram, Meta Business Tools, Meta Pixel and the Facebook/Instagram integration by Shopify.

Personal data may be processed in connection with these services. This may include in particular device information, usage information, IP address, browser information, event data such as page views, cart actions, purchases, order values and technical identifiers.

Google may use the information received via our website, our tags, interfaces, embedded services or similar technical transmission methods, including IP addresses, device information, browser information and event data, to measure the effectiveness of advertising, attribute orders to advertising measures, prevent fraud and, where consent is required and has been given, personalise advertising.

Meta may use the information received via our website, embedded Meta services, interfaces or similar technical transmission methods, including IP addresses, device information, browser information, usage information and event data, to measure the effectiveness of advertising, attribute orders to advertising measures, optimise advertisements, create and update audiences, prevent fraud and, where consent is required and has been given, personalise advertising on Facebook, Instagram and other services of the Meta group.

If you consent to the use of marketing and advertising services, Meta services may in particular record which pages you visit, which products you view, which items you add to your cart and whether a purchase has been completed. This information may be linked to your Meta account if you have such an account and are logged in to a Meta service or if Meta can otherwise recognise you.

We use these services to advertise our products, transmit product data to sales and advertising platforms, measure the reach of our offers, optimise advertising, prevent fraud and better understand the use of our shop.

The providers of these services are in particular Google Ireland Limited or other companies of the Google group, and Meta Platforms Ireland Limited or other companies of the Meta group. Personal data may also be transferred to countries outside Switzerland, the European Union or the European Economic Area.

Where consent is required for certain data processing activities, processing takes place only on the basis of your consent. You may change or withdraw your settings, where available, through the cookie and privacy settings of our shop.

Further information on how Google processes data when you use websites or apps of partners can be found at: https://policies.google.com/technologies/partner-sites.

Further information on how Meta processes personal data can be found in Meta’s Privacy Policy at: https://www.facebook.com/privacy/policy/.

8. Use of further Shopify apps and technical service providers

To provide, manage, translate, automate, communicate, optimise for search engines, display products, connect marketplaces, process orders, fulfil orders and improve our shop, we may use further Shopify apps and technical service providers.

This may include in particular apps and services for translating shop content, collecting form enquiries, automating internal processes, customer communication, sending transactional emails, managing search engine information, providing structured product data, connecting marketplaces and transmitting order and shipping data to fulfilment and shipping service providers.

Depending on the service used, personal data may be processed. This may include in particular name, email address, telephone number, billing and shipping address, order data, ordered products, order number, payment and shipping status, message content, form details, communication data, device information, IP address, technical identifiers, usage data and event data related to visiting and using our shop.

This data is used to operate our shop technically, process orders, answer customer enquiries, send messages and transactional emails, automate internal business processes, display products correctly, transmit product data to sales channels or marketplaces, transmit order and shipping data to fulfilment and shipping service providers, prepare and execute deliveries, provide search engine information, improve the findability of our shop, prevent fraud and improve our services.

Where such apps or service providers process personal data on our behalf, this is done for the fulfilment of the stated purposes and on the basis of the relevant contractual agreements. Where individual providers process personal data for their own purposes or independently determine the means and purposes of processing, these providers may themselves be responsible under data protection law.

Where consent is required for certain data processing activities, in particular for marketing communications, non-essential cookies, similar technologies or certain forms of analysis and recognition, processing takes place only on the basis of your consent. You may withdraw consent given at any time with effect for the future.

9. Contact via WhatsApp

If you contact us via WhatsApp, we process the personal data generated in the course of this communication. This may include in particular your telephone number, your WhatsApp profile name, your message, the date and time of the communication and other information voluntarily provided by you.

We use this data to process your enquiry, communicate with customers, process orders, answer follow-up questions and maintain the customer relationship.

The use of WhatsApp is voluntary. You may alternatively contact us at any time by email, telephone or post. Please do not send us particularly sensitive data via WhatsApp.

The provider of the service is WhatsApp. When using WhatsApp, personal data may be processed by WhatsApp or companies of the Meta group. This may also involve the transfer of data to countries outside Switzerland, the European Union or the European Economic Area.

10. Third-party websites and links

Our services may provide links to websites or other online platforms operated by third parties. If you follow such links, you should review their privacy and security policies as well as other terms and conditions.

We do not guarantee and are not responsible for the privacy or security of such websites, including the accuracy, completeness or reliability of the information provided there.

Information that you provide in public or semi-public places, including information on third-party social media platforms, may also be viewed by other users. The inclusion of such links by us does not mean that we endorse the content of these platforms or their operators, unless expressly stated otherwise.

11. Children’s data

Our services are not intended for use by children, and we do not knowingly collect personal data from children who have not yet reached the age of majority in their country.

If you are the parent or guardian of a child who has provided us with personal data, you may contact us using the contact details below to request the deletion of this data.

At the time this Privacy Policy comes into effect, we are not aware that we “share” or “sell” personal data of persons under the age of 16 as defined by applicable law.

12. Security and retention of your data

Please note that no security measures are perfect or impenetrable, and we therefore cannot guarantee complete security. In addition, information you send to us may be exposed to risks during transmission.

We recommend that you do not use insecure channels when transmitting sensitive or confidential information to us.

How long we retain your personal data depends on various factors. These include, for example, whether we need the data to manage your account, provide services to you, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

13. Your rights and choices

Depending on where you reside, you may have some or all of the rights listed below in relation to your personal data. These rights are not absolute, may only apply under certain circumstances, and in certain cases we may reject your request to the extent permitted by law.

• Right of access. You may have the right to request access to the personal data we hold about you.
• Right to deletion. You may have the right to request that we delete the personal data we hold about you.
• Right to rectification. You may have the right to request that we correct inaccurate personal data that we hold about you.
• Right to data portability. You may have the right to receive a copy of the personal data we hold about you and to request that we transfer it to a third party under certain circumstances.
• Managing communication preferences. We may send you promotional emails. You can object to receiving these emails at any time by using the unsubscribe option included in our emails. If you opt out, we may continue to send you non-promotional emails, for example about your account or orders you have placed.

Additional rights in the United Kingdom or European Economic Area
If you reside in the United Kingdom or the European Economic Area, you may, subject to exceptions and limitations under local law, additionally exercise the following rights:

• Right to object and restriction of processing. You may have the right to request that we stop or restrict the processing of personal data for certain purposes.
• Withdrawal of consent. Where we rely on consent to process your personal data, you have the right to withdraw that consent. The withdrawal does not affect the lawfulness of processing based on your consent before its withdrawal.

You may exercise these rights where indicated in the services, or by contacting us using the contact details below.

More information on how Shopify uses your personal data and what rights you have, including rights relating to data processed by Shopify, can be found at https://privacy.shopify.com/en.

You will not suffer any disadvantages for exercising these rights. Where permitted or required by applicable law, we may need to verify your identity before processing your requests. In accordance with applicable laws, you may appoint an authorised representative to submit requests on your behalf to exercise your rights.

14. Complaints

If you have complaints about how we process your personal data, please contact us using the contact details below.

Depending on where you reside, you have the right to appeal our decision or lodge your complaint with the competent data protection authority.

For the European Economic Area, there is a list of competent data protection supervisory authorities. If you would like to access it, you can do so here.

15. International transfers

Please note that we may transfer, store and process your personal data outside the country in which you reside.

If we transfer your personal data outside the European Economic Area or the United Kingdom, we rely on recognised transfer mechanisms such as the Standard Contractual Clauses of the European Commission or equivalent contracts of the competent UK authority, unless the data transfer is made to a country that provides an adequate level of protection.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time, for example to reflect changes to our practices or for other operational, legal or regulatory reasons.

We will publish the revised Privacy Policy on this website, update the “Last updated” date accordingly and provide any notice required by applicable law.

17. Contact

If you have questions about our data protection practices or this Privacy Policy, or if you would like to exercise any of your rights, please contact us:

Velisana GmbH
Felsenstrasse 98
9000 St. Gallen
Switzerland

Telephone: +41 76 402 23 20
WhatsApp: +41 76 402 23 20
Email: office@velisana.shop

If we are currently unavailable by telephone, please contact us by email at office@velisana.shop.

For the purposes of applicable data protection laws, we are the data controller for your personal data.