Privacy policy

This privacy notice governs how Neutra (“Neutra”, “we”, “our” “us” “the brand”) collects, uses, maintains and discloses information collected from users (each, a "User" or “you”) of the www.neutra.com website (the “Site”).

Who is responsible for the processing of your personal data?

Neutra is responsible for the processing of personal data obtained through the Site with the EU General Data Protection Regulation (GDPR) and other applicable laws and regulations, because we determine how and why your personal data is processed.

What personal data do we process, for what purposes and on what grounds?

Any information related to a person that can be used to identify them directly or indirectly is personal data.

Different scenarios can apply:

  • Personal data type
    Personal Information, which consists of: contact Information (first and last name; postal address; billing address; shipping address; email address and telephone number) and gender, language preference and interests.
  • Purpose of processing
    To create an account on our website; to fulfill your orders, to process payments and manage returns and refunds; to inform you about your order and/or products that are back in stock; to complete a purchase; to provide you with product repair services; to send you event notification e-mails and product review e-mails; to publish your product review; to send you our newsletters; To send you targeted e-mails based on your purchase history and your profile, to create and manage targeted advertising campaigns by using third party online advertising tools; to send you emails about products similar to those you purchased; to participate in a petition; to ask for User feedback; to record telephone conversations in order to improve the customer experience; to make back-ups; to detect fraudulent activities on our website; and to respond to binding requests or orders from authorities and courts and comply with relevant legal and regulatory requirements.
  • Legal basis
    Performance of our contract; explicit consent of the User; our legitimate interest to improve the quality of our products and services; or compliance with a legal obligation.

or

  • Personal data type
    Survey data, which consists of: feedback in surveys; product reviews; customer service reviews; photos uploaded when providing product reviews; videos uploaded when providing product reviews.
  • Purpose of processing
    To send you our newsletters and surveys and to respond to binding requests or orders from authorities and courts and comply with relevant legal and regulatory requirements.
  • Legal basis
    Explicit consent of the User; or compliance with a legal obligation.

or

  • Personal data type
    Details of purchases, which consists of: details of (un)completed purchases; details of returned goods; and correspondence exchanged between User and customer service team.
  • Purpose of processing
    To fulfill your orders placed on our website; to process payments and refunds; to address customer service concerns; to remind you by email of non-completion of an intended purchase and to respond to binding requests or orders from authorities and courts and comply with relevant legal and regulatory requirements.
  • Legal basis
    Performance of our contract; our legitimate interests for easy completion of an intended purchase or compliance with a legal obligation.

or

  • Personal data type
    Website Interaction data, which consists of: universal unique identifier (UUID); Google Analytics User ID and IP address.
  • Purpose of processing
    To use cookies, Google Analytics, JavaScript, HTML 5 and other digital technologies to improve site functionality by tracking usage; to measure the effectiveness of our ads and other communications on social media platforms; to provide social media functionality; and to respond to binding requests or orders from authorities and courts and comply with relevant legal and regulatory requirements.
  • Legal basis
    Explicit consent of the User; or compliance with a legal obligation.

or

  • Personal data type
    Profiling data, which consists of: details of purchases and returns over the last 24 months.
  • Purpose of processing
    To build a profile based on the purchases and returns of the User and to respond to binding requests or orders from authorities and courts and comply with relevant legal and regulatory requirements.
    Your purchasing behavior, which consists of the details of your purchases and returns limited to the last 24 months, will be used by us to build a profile on the basis that this processing is compatible with the purpose for which this information was initially collected. We will use your profile in order to send you emails about products that may be relevant to you only if you consented to receive such emails.
  • Legal basis
    Explicit consent of the User, Performance of our contract; or compliance with a legal obligation.

Storage period of personal data

We will retain your personal data for as long as you maintain an account or as otherwise necessary to fulfill our contractual relationship with you. Your purchase history over a period of 24 months will be retained to enable us to build a profile that is based on what products you buy from us and how you buy them. We may also retain your data when you communicate with us for as long as necessary, for example we retain telephone recordings for training purposes and to improve the quality of our services for 12 months after inception.

We will also retain your personal data as necessary to comply with our legal obligations, resolve disputes and enforce our agreements. Where we no longer need to process your personal data for the purposes set out in this notice, we will delete your personal data from our systems. Where permissible, we will also delete your personal data upon your request; information on how to make a deletion request can be found in the section “Your rights and withdrawal of permission” below.

The storage period of personal data processed using social media pixels is determined by the relevant social media platforms which are listed in our Cookie Notice.

The storage period of personal data processed using cookies is determined by your engagement with our website. If you have not visited our website for at least 2 years we will remove the historic record of your interaction data.

The storage period of personal data processed by our service providers and other third parties (see below) who are independent controllers is determined by their respective privacy notices.

Your rights and withdrawal of permission

In accordance with the GDPR, you have the right to opt-out of the use of your personal data by Neutra for our mailing list or other direct marketing purposes at any time. You may do so by either clicking the unsubscribe option at the bottom of each email or by making a request to us.

You can opt-out of the processing of your personal data for the purpose of building a profile as described above by making a request to us.

You can oppose the collection of your data, you have the right to access, rectify, update and delete your personal data. To exercise these rights, you must contact us by e-mail at contact@neutra.com. 

You also have the right to request an overview of your personal data processed by Neutra, object to or restrict its processing, and request removal or correction if your data appears incorrect or irrelevant, by making a request to us. Please note that if you request the removal of or restrict the processing of some or all of your personal data, we may not be able to meet our contractual obligations with you or respond adequately to your customer service queries. There might also be circumstances in which we cannot accommodate a request, if that would pre-empt us from fulfilling certain legal obligations under applicable law.

If you wish to opt-out from the social media pixel please change your cookie preferences on our Site and withhold your consent for advertising cookies. When you do so, the social media platform will no longer receive your personal data through our Site. The social media platform will however retain historic data related to your cookie id. Any request related to such historic data will need to be directed to the relevant social media platform. For the social media pixels and the associated privacy statements and contact information please check our Cookie Notice.

In addition, you have the statutory right to complain to a competent data protection authority.

Providing and sharing your personal data

Neutra and its parent company 5050 Brands

Our employees may have access to your personal data. Access rights of our employees are limited and granted only on a need to know basis, determined based on their job functions and roles.

Services Providers and Other Third Parties

Neutra may also receive and/or disclose your personal data from/with third parties including logistics providers, product repair center, order status communication providers, workflow software suppliers, communication service providers, e-mail form (pop-up) providers, CRM providers, address verification service providers, online User review service providers, ecommerce platform providers, fraud engine providers, payment service providers, order management system providers, petition organizers, online advertising platforms, including, but not limited to, Google Ads, event management platforms, on- line fundraising platforms and social media platforms. We use the services of these third parties to process your purchases, payments, returns, repairs and complaints, to send you marketing and promotional email communications, to inform you by email about the status of your order, to send you e-mail invitations to participate in Neutra surveys or reviews, or email with information about a petition or a Neutra event that you signed up for, and to create and manage targeted advertising campaigns. To the extent that such third parties are data processors, they are contractually bound by Neutra to only process data in accordance with Neutra’s instructions and applicable legal requirements. Some of these third parties, for example logistics providers, petition organizers and event management platforms, are independent controllers, meaning that they determine the purposes for which and the manner in which your personal data is processed.

Children's Privacy

We do not knowingly collect personally data from anyone under the age of 18 (“Children”). If you are a parent or guardian and you are aware that your child has provided us with personal data, please contact us. If we become aware that we have collected personal data from Children without verification of parental consent, we will take steps to remove that information.

Links with third party websites and social media

Users may find advertising or other content on the Site that link to the sites and services of Neutra’s partners, suppliers, advertisers, sponsors, licensors, social media and other third parties. Neutra does not control the content or links that appear on these sites/social media outlets and is not responsible for the practices employed by websites/social media outlets linked to or from the Site, except for official Neutra campaigns or official Neutra social media posts. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interacting on websites and social media outlets which have a link to the Site is subject to that website's or social media outlet’s own terms and policies.

Changes to this privacy notice

Neutra has the discretion to update this privacy notice at any time. When Neutra does, Neutra will revise the updated date at the bottom of this page. Neutra encourages the Users to frequently check this page for any changes to stay informed about how Neutra is helping to protect the personal information Neutra collects.

Contacting us

For questions about this privacy notice or the practices of the Site, you can contact Neutra via email at contact@neutra.com.

 

Cookie notice

What are Cookies?

Cookies are small (temporary) text files we transfer to your device that enable the collection of information from your device (“Cookies”). Please refer to our privacy notice for information about how we process personal data collected on our Site.

Why does Neutra use Cookies?

Neutra uses Cookies on the Site to operate the Site, measure website audience, provide social media functionality and to enable advertising and advertising targeting. We use the following categories of Cookies:

  • Necessary
    These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not work. These cookies do not store any personally identifiable information.
  • Preferences
    These cookies enable the website to provide enhanced functionality and personalisation. Preference cookies enable a website to remember information that changes the way the website behaves or looks, like your preferred language or the region that you are in for instance. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
  • Statistics
    These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our Site. They help us to know which pages are the most and least popular and see how visitors move around the Site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our Site, and will not be able to monitor its performance.
  • Advertising
    These cookies may be set through our Site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites. They do not store directly personal information, but are based on uniquely identifying your browser and internet device. 

How can I make choices about Cookies and my privacy?

On the Site you can set your preferences regarding Cookies. You can change your preferences at any time by disabling the use of functional and/or preference cookies and/or statistics cookies and/or marketing cookies here. Of course, we prefer that you consent to the use of these types of cookies so that we can provide you with an optimal website experience and to help ensure that you aren’t shown non-relevant advertisements.

When you withhold your consent, this does not automatically delete any cookies that are already on your device pursuant to your previous consent. You will need to delete these cookies manually by following the instructions on your web browser.

Please note you will lose some functionality on the Site if you do not consent to us using all of the Cookies categories.