Privacy Policy

Introduction

Eastern E-store is owned and operated by Eastern Pharma Trading L.L.C-FZ One Person Company, a limited liability company incorporated and existing under the laws of Dubai, United Arab Emirates (“UAE”), under Trade Licence No. 2538884, with its registered office at Office No. 303, Zalfa Building, Al Garhoud, Dubai, UAE.

Eastern E-store, together with its affiliates (“we,” “us,” or “our”), respects the privacy of its users and is committed to protecting the personal data collected through https://easternpharmatrading.com/shop and any affiliated websites, applications, or digital platforms operated by us (collectively, the “Platforms”).

This Privacy Policy explains how we collect, use, store, disclose, and protect your personal data when you access or use the Platforms or any services provided by us. These services include online purchases, customer support, newsletters, promotional communications, and social-media features available through the Platforms (collectively, the “Services”).

We understand the importance of protecting your personal data and are committed to handling it responsibly and respecting your privacy. Please read this Privacy Policy carefully to understand our practices concerning your personal data.

By accessing or using the Platforms or Services, you acknowledge that your personal data may be collected and processed as described in this Privacy Policy and in accordance with applicable laws. For the purposes of this Privacy Policy, “Personal Data” means the categories of information described in Clause 2.

References to “user,” “you,” or “your” refer to any individual or legal entity accessing or using the Platforms or Services, as applicable.

The Platforms may contain links to third-party websites, plug-ins, applications, or services. When you follow these links or enable such connections, third parties may collect, use, or share information about you. We do not control these third-party services and are not responsible for their privacy practices, policies, or statements. We encourage you to review the privacy policy of every third-party website or service you access.

1- 1- Children’s Privacy

Our Platforms and Services are intended exclusively for individuals who have reached the legal age of majority in their country or place of residence. We do not knowingly collect, use, or process Personal Data belonging to children or minors.

Although we take reasonable measures to restrict access by underage users, we cannot always prevent an individual from providing inaccurate or misleading information about their age.

If you are a parent or legal guardian and believe that a child under your care has provided Personal Data to us without appropriate consent, please contact us immediately using the details provided in Clause 11 of this Privacy Policy. Upon receiving a valid request, we will promptly investigate the matter and take appropriate steps to delete the relevant Personal Data, subject to applicable legal and regulatory requirements.

2- Personal Data We Collect

We collect and process Personal Data to operate our Platforms, provide our Services, fulfil customer orders, communicate with you, and continually improve your experience.

“Personal Data” means any information that identifies you or could reasonably be used to identify you, either directly or indirectly. It does not include information that has been anonymised so that it can no longer be linked to an identifiable individual.

Depending on how you interact with us, we may collect and process the following categories of Personal Data:

A) Identity and Contact Data: Your full name, email address, telephone number, billing address, delivery address, and other contact details.

B) Account Data: Your username or login credentials, saved addresses, account settings, preferences, and other information associated with your customer account.

C) Transaction and Order Data: Details of products ordered, order values, discounts, invoices, payment status, delivery information, order history, cancellations, returns, replacements, and refunds.

D) Payment Data: Information required to process and confirm payments. Payments are securely processed by Secure Payment Gateway We do not store, and do not intend to store, complete payment-card numbers or card security codes on our own systems.

E) Communication and Customer-Service Data: Emails, messages, telephone enquiries, complaints, product reviews, feedback, and records of your communications with our customer-support team.

F) Technical and Usage Data: Your Internet Protocol (IP) address, browser type, device information, operating system, time zone, pages visited, referral source, session information, website interactions, and other technical identifiers.

G) Marketing and Communication Preferences: Your consent to receive marketing communications, subscription preferences, opt-out requests, and engagement with our newsletters, advertisements, or promotional campaigns.

H) Information You Voluntarily Provide: Any additional information you choose to provide when submitting an enquiry, completing a form, leaving a review, making a complaint, participating in a promotion, or otherwise communicating with us.

Sensitive and Health-Related Information

Please do not submit medical records, prescriptions, diagnoses, test results, health conditions, or any other sensitive health information through our general website forms, email addresses, review sections, or other standard communication channels.

Where such information is genuinely required, we will request it separately through an appropriate and secure process and handle it in accordance with applicable legal and data-protection requirements.

3- How We Collect Your Personal Data

We collect Personal Data through different methods depending on how you access our Platforms, use our Services, or interact with us.

1. Information You Provide Directly

We collect Personal Data directly from you when you:

Create or manage an account on our Platforms.

Browse products, place an order, or complete a purchase.

Provide billing, delivery, or payment information.

Request a cancellation, return, replacement, or refund.

Subscribe to our newsletters, promotions, or other communications.

Participate in a competition, survey, promotional offer, or loyalty programme.

Submit a product review, testimonial, enquiry, complaint, or feedback.

Request customer support or report a suspected fraudulent transaction.

2. Information We Receive from Other Sources

We may receive Personal Data about you from third parties where necessary to provide our Services, complete transactions, protect our business, or meet legal obligations. These third parties may include:

Payment gateways and payment-processing providers.

Delivery, courier, logistics, and fulfilment partners.

Fraud-prevention, identity-verification, and security providers.

Website-hosting, analytics, and technical service providers.

Marketing and advertising service providers.

Social-media platforms, such as Facebook, Instagram, or Google, when you interact with us through those platforms.

Friends, relatives, employers, or other individuals who place an order for you or request delivery to your address; and

Lawful public or commercial sources, where permitted by applicable law.

Third-party service providers may process your Personal Data under their own privacy policies, as well as under contractual obligations agreed with us where applicable.

3. Information Collected Automatically

When you visit or use our Platforms, certain technical and usage information may be collected automatically through cookies, server logs, pixels, and similar technologies.

This information may include:

Your Internet Protocol (IP) address.

Browser type and version.

Device type and operating system.

Device or online identifiers.

Approximate location derived from your IP address.

Date and time of access.

Pages viewed and features used.

Referring and exit pages.

Products viewed or added to your basket.

Website interactions and browsing patterns; and

Information about errors, performance, and security events.

We use this information to operate and secure our Platforms, remember your preferences, understand how customers use our Services, improve website performance, prevent fraud, and where permitted by law and subject to your choices deliver relevant advertising.

Cookies and Similar Technologies

Cookies are small data files stored on your browser or device when you visit a website. We may use essential, functional, analytical, and advertising cookies to:

Enable important website and checkout features.

Keep you signed in to your account.

Remember your language, location, and other preferences.

Maintain your shopping basket.

Analyse website traffic and customer behaviour.

Improve the performance and usability of our Platforms.

Measure and personalise marketing campaigns, where you have provided the required consent.

Essential cookies may be necessary for the Platforms to function correctly. Where required by applicable law, non-essential cookies will only be used with your consent.

You may manage or withdraw your cookie preferences through our cookie-consent tool or your browser settings. Disabling certain cookies may affect the functionality or availability of some features.

For further information, please review our Cookie Policy.

Personal Data Relating to Other Individuals

If you provide us with Personal Data relating to another individual for example, when purchasing a product as a gift or arranging delivery to another person you confirm that you are authorised to provide that information and, where required, have obtained the individual’s consent.

You should also ensure that the individual is informed about how their Personal Data may be processed under this Privacy Policy.

If You Choose Not to Provide Personal Data

Providing certain Personal Data is optional. However, some information is necessary for us to create your account, process payments, fulfil and deliver orders, respond to enquiries, or comply with our legal obligations.

If you do not provide the required information, we may be unable to offer certain Services, process your order, or complete the transaction you have requested.

4. What Purposes Do We Collect Your Personal Data For?

We collect, use, and process your Personal Data only where necessary for legitimate business purposes, to provide our Services, meet our contractual and legal obligations, and improve your experience with Eastern E-store.

Your Personal Data may be processed for the following purposes:

4.1 Account Registration and Management

To create, verify, maintain, and secure your customer account; manage your preferences and saved information; and allow you to access account-related features.

4.2 Processing and Fulfilling Orders

To confirm product availability, process your order, arrange delivery, provide order updates, issue invoices, and manage cancellations, returns, replacements, and refunds.

4.3 Processing Payments

To process and confirm payments, verify transactions, prevent unauthorised activity, and coordinate with payment gateways and financial service providers.

4.4 Customer Service and Communication

To respond to your questions, requests, complaints, reviews, and feedback; provide customer support; resolve order-related issues; and communicate important information concerning our Platforms, Services, products, or policies.

4.5 Website Operation and Personalisation

To operate and maintain our Platforms, remember your preferences, display relevant content and products, improve navigation, and provide a more convenient and personalised shopping experience.

4.6 Service Improvement and Analytics

To understand how customers use our Platforms and Services, measure website performance, analyse shopping trends, conduct research, troubleshoot technical issues, and improve our products, services, features, and customer experience.

Where possible and appropriate, we may use aggregated or anonymised information for statistical and business-analysis purposes.

4.7 Marketing and Promotional Communications

Subject to applicable law and your communication preferences, we may use your Personal Data to:

Send newsletters, product announcements, special offers, and promotional communications;

Recommend products or services that may interest you;

Measure the performance of marketing campaigns; and

Display relevant advertisements on our Platforms or through third-party channels.

You may withdraw your consent or unsubscribe from marketing communications at any time by using the unsubscribe option provided in the relevant communication or by contacting us.

4.8 Fraud Prevention and Platform Security

To verify customer and transaction information, detect and prevent fraud, misuse, cyberattacks, unauthorised access, or other illegal activities, and protect the security of our customers, Platforms, systems, employees, and business operations.

4.9 Compliance With Legal and Regulatory Obligations

To comply with applicable laws, court orders, government requests, regulatory requirements, tax and accounting obligations, product-safety requirements, and other lawful obligations applicable in the UAE or any other relevant jurisdiction.

4.10 Establishing and Protecting Legal Rights

To enforce our terms and conditions, collect amounts owed, maintain business records, manage disputes, respond to legal claims, and establish, exercise, or defend our legal rights.

4.11 Business Administration and Corporate Transactions

To support internal administration, auditing, reporting, record-keeping, business planning, and risk management. We may also process Personal Data in connection with a merger, acquisition, restructuring, financing, sale, or transfer of all or part of our business, subject to appropriate confidentiality and data-protection measures.

4.12 Other Purposes

We may process your Personal Data for another purpose that is compatible with the reason for which it was originally collected. Where required by applicable law, we will inform you and obtain your consent before using your Personal Data for a materially different purpose.

We will only collect and process Personal Data that is reasonably necessary and proportionate to the purposes described above.

5. How We Use Your Personal Data

We use your Personal Data only where we have a lawful and appropriate basis for doing so. Depending on the circumstances and subject to applicable data-protection laws, we may process your Personal Data on one or more of the following grounds:

5.1 Performance of a Contract

We may process your Personal Data where it is necessary to enter or perform a contract with you. This includes using your information to:

Create and manage your customer account.

Process and confirm your orders.

Process payments and issue invoices.

Arrange product delivery and provide order updates.

Manage cancellations, returns, replacements, and refunds.

Respond to enquiries relating to your purchases; and

Provide the products and Services you have requested.

If you do not provide the Personal Data required for these purposes, we may be unable to process your order or provide the requested Services.

5.2 Legal or Regulatory Obligations

We may process, retain, or disclose your Personal Data where necessary to comply with applicable legal or regulatory requirements. This may include:

Maintaining accounting, tax, and transaction records.

Responding to lawful requests from courts, regulators, law-enforcement agencies, or other competent authorities.

Complying with consumer-protection, product-safety, and e-commerce requirements.

Preventing, investigating, or reporting fraud and other unlawful activities.

Verifying transactions or customer information where legally required; and

Establishing, exercising, or defending legal claims.

5.3 Legitimate Business Interests

Where permitted by applicable law, we may process your Personal Data when it is reasonably necessary for our legitimate business interests or those of a third party, provided that these interests do not unfairly override your rights, freedoms, or reasonable privacy expectations.

These interests may include:

Operating, maintaining, and improving our Platforms and Services.

Providing effective customer support.

Understanding how customers use our Platforms.

Improving our products and customer experience.

Protecting our Platforms, systems, customers, and business from fraud, misuse, and security threats.

Maintaining accurate business and transaction records.

Managing disputes and enforcing our terms and conditions; and

Conducting internal reporting, auditing, and business planning.

Where appropriate, we consider the nature of the Personal Data, the purpose of the processing, its necessity, and its potential impact on your privacy before relying on this basis.

5.4 Consent

We may process your Personal Data based on your consent where consent is required by applicable law. This may apply to:

Sending certain marketing or promotional communications.

Using non-essential cookies or similar tracking technologies.

Sharing information with selected third parties for advertising purposes; or

Processing Personal Data for another specific purpose explained to you when your consent is requested.

You may withdraw your consent at any time. Withdrawal will not affect the lawfulness of any processing carried out before your consent was withdrawn.

5.5 Marketing and Communications

Subject to applicable law and your preferences, we may use your identity, contact, transaction, usage, and marketing-preference data to:

Send you newsletters, offers, promotions, and product updates.

Inform you about products or Services that may be relevant to you.

Personalise promotional content and advertisements.

Measure engagement with our marketing campaigns; and

Improve the relevance and effectiveness of our communications.

We will obtain your consent before sending marketing communications where required by law. You may unsubscribe at any time by selecting the unsubscribe link in an email, adjusting your account preferences, or contacting us directly.

Opting out of marketing communications will not prevent us from sending essential service-related messages, such as order confirmations, delivery updates, security notices, policy updates, or responses to your enquiries.

5.6 Vital Interests and Other Lawful Grounds

In limited circumstances, we may process Personal Data where necessary to protect an individual’s life or physical safety or where another lawful ground is available under applicable data-protection legislation.

Where more than one lawful basis applies, we may rely on the basis most appropriate to the processing activity.

6- How and With Whom We Share Your Personal Data

We treat your Personal Data with care and disclose it only where reasonably necessary to operate Eastern E-store, complete your transactions, provide customer support, comply with legal requirements, or protect our business and users.

We do not sell or rent your Personal Data.

We may share relevant Personal Data with the following categories of recipients:

6.1 Eastern Group Companies

We may share your Personal Data with our affiliates and other companies within Eastern Group where necessary for order management, customer support, business administration, internal reporting, and the delivery of our Services.

6.2 Payment and Financial Service Providers

We may provide the information necessary to process your transaction to payment gateways, banks, card networks, and other authorised financial service providers.

This may be required to:

Authorise and process payments.

Verify transactions.

Issue refunds.

Manage payment disputes; and

Detect or prevent fraudulent activity.

These providers may process your Personal Data under their own terms and privacy policies.

6.3 Delivery, Logistics, and Fulfilment Partners

To prepare, dispatch, track, and deliver your order, we may share necessary information with suppliers, warehouses, couriers, logistics companies, and fulfilment partners.

The information shared may include your:

Name.

Telephone number.

Delivery address.

Order details.

Delivery instructions.

6.4 Technology and Operational Service Providers

We may use carefully selected third-party providers to support the operation, maintenance, performance, and security of our Platforms and Services. These providers may include:

Website-hosting and cloud-storage providers.

E-commerce and account-management platforms.

IT support and cybersecurity providers.

Customer-service and communication platforms.

Website analytics and performance providers.

Fraud-prevention and identity-verification providers.

Database, backup, and business-management service providers.

These providers are permitted to access Personal Data only to the extent reasonably necessary to perform their services.

6.5 Marketing, Advertising, and Analytics Partners

Subject to applicable law and your preferences, we may share limited Personal Data with marketing, advertising, social-media, email-distribution, and analytics providers to:

Deliver newsletters and promotional communications.

Present relevant advertisements.

Measure campaign performance.

Understand customer engagement; and

Improve our marketing activities.

Where required by law, we will obtain your consent before using or sharing your Personal Data for these purposes. You may withdraw your consent or change your marketing preferences at any time.

6.6 Professional Advisers

We may disclose Personal Data to professional advisers, including lawyers, accountants, auditors, insurers, consultants, and financial advisers, where necessary to obtain professional advice, manage business risks, comply with our obligations, or protect our legal rights.

6.7 Government, Regulatory, and Legal Authorities

We may disclose your Personal Data to courts, government departments, regulators, law-enforcement agencies, customs authorities, tax authorities, or other competent bodies where:

Disclosure is required by applicable law or a lawful order.

We must respond to a valid regulatory or government request.

It is necessary to investigate or prevent fraud, misuse, or unlawful activity.

It is required to protect the rights, property, or safety of our customers, employees, or business; or

It is necessary to establish, exercise, or defend a legal claim.

6.8 Corporate Transactions

If Eastern E-store or Eastern Pharma Trading L.L.C-FZ One Person Company is involved in a proposed or completed merger, acquisition, financing, restructuring, sale of assets, or transfer of all or part of its business, relevant Personal Data may be disclosed to:

Prospective purchasers or investors.

Parties involved in the transaction; and

Their respective professional advisers.

Any such disclosure will be subject to appropriate confidentiality and data-protection safeguards.

6.9 Parties Authorised by You

We may share your Personal Data with another individual, company, or organisation where you have specifically requested or authorised us to do so.

Safeguarding Your Personal Data

When a third-party service provider processes Personal Data on our behalf, we require it to:

Use the information only for the agreed purpose.

Maintain appropriate confidentiality and security measures.

Limit access to authorised personnel.

Comply with applicable data protection requirements.

Some third parties, such as payment providers or government authorities, may determine independently how they use your Personal Data. Where this occurs, their own privacy policies and legal obligations will apply.

We share only the Personal Data that is reasonably necessary for the relevant purpose and take appropriate steps to ensure that it remains protected.

7. How We Store, Protect, and Retain Your Personal Data

We store and process your Personal Data using secure electronic systems, servers, databases, and cloud-based services operated by us or by carefully selected service providers.

Your Personal Data may be stored in the UAE or in another country where our service providers operate. Where Personal Data is transferred outside the UAE, we take appropriate steps to ensure that it receives a level of protection consistent with applicable data-protection laws.

7.1 How We Protect Your Personal Data

We use reasonable technical and organisational safeguards designed to protect your Personal Data against:

Unauthorised access, use, or disclosure.

Accidental loss, alteration, or destruction.

Fraudulent or unlawful processing.

Cyberattacks, malware, and other security threats.

Unauthorised copying or transfer.

These safeguards may include access controls, encryption, secure connections, password protection, system monitoring, backups, staff confidentiality obligations, and restrictions on who may access Personal Data.

Access is limited to employees, contractors, and service providers who require the information for legitimate business purposes and who are subject to appropriate confidentiality and data-protection obligations.

While we take reasonable measures to protect your information, no internet transmission or electronic storage system can be guaranteed to be completely secure. You are responsible for keeping your account password and login details confidential and should notify us immediately if you suspect unauthorised access to your account.

7.2 How Long We Retain Your Personal Data

We retain Personal Data only for as long as reasonably necessary to:

Provide the Services you have requested.

Complete and manage your orders.

Maintain your customer account.

Respond to enquiries, complaints, returns, and refund requests.

Meet accounting, tax, legal, and regulatory obligations.

Prevent fraud and maintain Platform security.

Resolve disputes and enforce our agreements.

Establish, exercise, or defend legal claims.

The specific retention period depends on the type of information, the purpose for which it was collected, the nature of our relationship with you, and any applicable legal or regulatory requirements.

Generally:

Account information is retained while your account remains active and for a reasonable period after it is closed.

Order, payment, invoice, refund, and transaction records are retained for the period required by applicable commercial, accounting, tax, and consumer protection laws.

Customer service and complaint records are retained for as long as necessary to resolve the matter and manage related legal or operational requirements.

Marketing information is retained until you withdraw your consent, unsubscribe, or object to receiving marketing communications, subject to limited suppression records maintained to respect your preference.

Technical, cookie, and analytics data is retained in accordance with our Cookie Policy and the settings of the relevant technology provider; and

Security and fraud prevention records may be retained for as long as reasonably necessary to protect our Platforms, customers, and business.

7.3 Deletion or Anonymisation

When Personal Data is no longer required, we will take reasonable steps to securely delete, destroy, or anonymise it so that it can no longer be linked to you.

In some circumstances, we may retain Personal Data for a longer period where required by law, a regulatory authority, an ongoing dispute, a legal claim, or a fraud or security investigation.

Personal Data contained in secure backup systems may remain temporarily after deletion from our active systems. Such information will remain protected and will be deleted or overwritten through our normal backup-management process.

8. Security

We design and operate our Platforms with your privacy and security in mind. We maintain commercially reasonable technical, administrative, and organisational safeguards to protect your Personal Data against unauthorised access, loss, misuse, alteration, disclosure, or destruction.

These safeguards may include encryption during data transmission, firewalls, secure servers, access controls, and security monitoring measures. Access to Personal Data is limited to authorised employees, contractors, and service providers who require it to perform their responsibilities and who are subject to confidentiality obligations.

Payments are processed through authorised payment service providers that apply appropriate payment security standards, including PCI DSS where applicable. We do not intend to store complete payment card details on our own systems.

You are responsible for keeping your password and account details confidential. When using a shared or public device, you should always sign out after completing your session and notify us promptly if you suspect unauthorised access to your account.

Although we take reasonable measures to protect your Personal Data, no internet transmission or electronic storage system is completely secure. Therefore, we cannot guarantee the absolute security of information transmitted through our Platforms.

Although we take reasonable measures to protect your Personal Data, no website, internet transmission, payment system, or electronic storage method can be guaranteed to be completely secure.

Accordingly, we cannot guarantee absolute security. Any information transmitted to us online is provided at your own risk, subject to the rights and protections available to you under applicable law.

If you believe your account or Personal Data may have been compromised, please contact us immediately using the contact details provided in this Privacy Policy.

9- Your rights

Subject to applicable law and relevant exceptions, you may request information about our processing, access to your personal data, correction of inaccurate data, deletion, restriction or cessation of certain processing, transfer of data where applicable, withdrawal of consent, or objection to certain automated or marketing activities. We may verify your identity and may retain information where required by law or necessary to protect legal rights.

10. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our Services, business practices, or applicable laws. Any revised version will be published on this page with an updated effective date. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your Personal Data.

11. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or how we handle your Personal Data, please contact us at customersupport@easternpharmatrading.com. Please provide sufficient details so that we can review and respond to your request promptly.

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Privacy Policy