1Who We Are

FreshLabs is a skincare brand operated in Pakistan. If you have any questions about this policy or your personal data, you can reach us at:

Email: hello@tryfreshlabs.com

2Information We Collect

We collect information that helps us serve you better. This includes:

Information you give us directly

• Name, email address, phone number, and shipping/billing address when you place an order or create an account
• Payment information processed securely through our payment partners (we do not store full card details on our servers)
• Skin type, skin concerns, and quiz responses when you take our skin quiz
• Messages, reviews, and feedback you send to us
• Marketing preferences when you subscribe to our newsletter or SMS updates

Information we collect automatically

• Device information such as IP address, browser type, operating system, and device identifiers
• Browsing activity including pages viewed, products clicked, time spent on the site, and referring URLs
• Cookies and similar tracking technologies (see Section 7)

Information from third parties

• Order and delivery information from courier partners
• Analytics data from services like Google Analytics and Meta Pixel
• Information from social media platforms when you interact with us there

3How We Use Your Information

We use your information to:

• Process and deliver your orders, including sharing necessary details with courier services
• Provide customer support and respond to your queries
• Personalize product recommendations based on your skin quiz and browsing behavior
• Send order confirmations, shipping updates, and transactional messages
• Send marketing emails, SMS, or WhatsApp messages about new launches, promotions, and skincare tips (only with your consent, and you can opt out anytime)
• Improve our website, products, and customer experience
• Detect, prevent, and address fraud, counterfeit reporting, and security issues
• Comply with legal obligations under Pakistani law

4Legal Basis for Processing

We process your personal data on the following grounds:

• Contractual necessity — to fulfill orders and provide services you have requested
• Consent — for marketing communications, cookies, and optional features
• Legitimate interests — to improve our products, prevent fraud, and run our business
• Legal obligation — to comply with tax, consumer protection, and other laws applicable in Pakistan

5Sharing Your Information

We do not sell your personal data. We share information only with:

• Courier and logistics partners to deliver your orders within Pakistan
• Payment processors to securely handle transactions
• Technology service providers including our ecommerce platform (Shopify), email marketing tools, analytics providers, and customer support tools
• Law enforcement or regulatory authorities when required by law, court order, or to protect our legal rights

All third parties we work with are required to handle your data securely and only for the purposes we specify.

6International Data Transfers

Some of our service providers (such as Shopify and Google) may store data on servers located outside Pakistan. Where this happens, we take reasonable steps to ensure your data is protected to a standard consistent with this policy and applicable Pakistani law.

7Cookies and Tracking

We use cookies and similar technologies to:

• Keep you signed in and remember items in your cart
• Understand how visitors use our site
• Show you relevant ads on platforms like Facebook, Instagram, and Google
• Measure the performance of our marketing campaigns

You can control cookies through your browser settings. Disabling cookies may affect some features of the site.

8Data Retention

We keep your personal data only for as long as necessary to fulfill the purposes described in this policy, including legal, accounting, or reporting requirements. Order records are typically retained for at least five years to comply with tax and consumer protection rules in Pakistan. Marketing data is retained until you unsubscribe.

9Your Rights

You have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate or incomplete information
• Request deletion of your personal data, subject to legal retention requirements
• Withdraw consent for marketing communications at any time.

To exercise any of these rights, contact us at hello@tryfreshlabs.com. We will respond within a reasonable timeframe.

10Data Security

We use industry-standard security measures including SSL encryption, secure payment gateways, and access controls to protect your information. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

11Children's Privacy

Our products and website are intended for users aged 13 and above. We do not knowingly collect personal data from children under 13. If you believe a child has provided us with personal information, please contact us and we will delete it.

12Third-Party Links

Our website may contain links to other sites. We are not responsible for the privacy practices of those sites and encourage you to read their privacy policies.

13Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top reflects the most recent version. We encourage you to review this page periodically.

14Contact Us

If you have questions, concerns, or requests about this Privacy Policy or your personal data, please contact:

FreshLabs

Email: hello@tryfreshlabs.com

Address: 76 K Gulberg 3, Lahore, Pakistan