Privacy policy

Privacy Policy

Last updated: September 28, 2026

This Privacy Policy explains how Lavena collects, uses, shares and protects your personal information when you visit our website, place an order or contact us. Please read it carefully. 

1. Who We Are
Lavena is a trading name of Bright & Balance Inc., 108 west 13th street, Wilmington DE 19801, United States ("Lavena", "we", "us"). We are the data controller responsible for your personal information.

For any privacy questions or requests, contact our Privacy Officer at hello@lavenacosmetics.com.

2. Information We Collect
We collect the following information:

• Contact details: name, email address, phone number, billing and shipping address.
• Order information: products you buy, order history, returns, refunds and guarantee claims.
• Payment information: payments are processed by our payment providers (such as Shopify Payments). We don't store your full card details.
• Communications: messages you send us, for example to customer support.
• Device and usage information: IP address, browser and device type, pages viewed and how you use our website, collected through cookies, pixels and similar technologies.
• Email engagement information: whether you open our emails or click on links in them.
• Product reaction information: if you tell us about a skin reaction or other effect after using our products, we may collect health-related information you choose to share, so we can handle your report and meet our product safety obligations.

We collect this information directly from you, automatically when you use our website or open our emails, and from our service providers and advertising partners.

3. How We Use Your Information and Our Legal Basis

4. Cookies and Tracking
We use cookies, pixels and similar technologies to make our website work, understand how it's used and show relevant ads. This includes the Meta Pixel and server-side tracking, which sends information about your visit and purchases (such as order details, IP address and device information) directly from our systems to our advertising partners to measure and improve our ads. Our email platform may also use cookies and tracking to understand how you interact with our website and emails.

Where required by law, we only use non-essential cookies and tracking, including server-side tracking, after you give consent through our cookie banner. You can change your preferences at any time via the cookie settings on our website or through your browser.

5. Who We Share Your Information With
We share your information only as needed to run our business:

• Shopify, which hosts our store and processes payments.
• Our fulfilment partner and shipping carriers, to pack and deliver your order.
• Customer support tools, to respond to your questions.
• Email and messaging platforms, to send order updates and marketing messages you've agreed to receive.
• Advertising, analytics and tracking partners (such as Meta and our tracking provider), in line with your cookie choices.
• Professional advisers (such as accountants and lawyers), where needed.
• Authorities and regulators, where required by law, including product safety authorities if you report a serious reaction.
• A buyer or successor, if our business is sold or merged.

We do not sell your personal information.

6. International Transfers
We are based in the United States, and our service providers are located in several countries. Your information may be transferred to and stored in countries outside your own, including the United States, Canada, China and other countries where our service providers operate. These countries may have different data protection laws than your own.

Where required, we protect these transfers with appropriate safeguards, such as the UK International Data Transfer Addendum to the Standard Contractual Clauses, and we take reasonable steps to ensure recipients handle your information in line with this policy.

7. How Long We Keep Your Information
We keep your information only as long as needed for the purposes described above:

• Order and transaction records: up to 7 years, to meet tax and accounting obligations.
• Customer support messages: up to 3 years after your last contact.
• Marketing data: until you unsubscribe or withdraw consent.
• Product reaction reports: as long as required by product safety laws.

After that, we delete or anonymise your information.

8. How We Protect Your Information
We use appropriate technical and organisational measures to protect your information. No method of transmission or storage is completely secure, but we work to protect your information and will notify you and the relevant authorities of any data breach where required by law.

9. Your Rights
Depending on where you live, you may have the right to:

• access the personal information we hold about you;
• correct inaccurate information;
• request deletion of your information;
• object to or restrict certain processing, including direct marketing;
• receive your information in a portable format;
• withdraw your consent at any time (this doesn't affect processing that already took place).

To exercise your rights, email hello@lavenacosmetics.com. We may need to verify your identity. We'll respond within the timeframe required by law, usually within one month.

You can unsubscribe from marketing emails at any time using the link in any email.

10. How to Make a Complaint
If you have a concern, please contact us first so we can try to resolve it. You also have the right to complain to your local data protection authority:

• United Kingdom: Information Commissioner's Office (ico.org.uk)
• Australia: Office of the Australian Information Commissioner (oaic.gov.au)
• New Zealand: Office of the Privacy Commissioner (privacy.org.nz)
• Canada: Office of the Privacy Commissioner of Canada (priv.gc.ca); in Quebec, the Commission d'accès à l'information (cai.gouv.qc.ca)

11. Children
Our website and products are not intended for anyone under 18, and we don't knowingly collect information from children. If you believe a child has provided us with information, please contact us and we'll delete it.

12. Automated Decisions
We don't make decisions about you based solely on automated processing that have legal or similarly significant effects.

13. Changes to This Policy
We may update this policy from time to time. The latest version will always be on this page, with the "Last updated" date at the top. If we make significant changes, we'll let you know where required by law.

14. Contact Us
Questions about this policy or your information? Email us at hello@lavenacosmetics.com.