Privacy policy

Privacy Policy

This Privacy Policy explains how Elua (we, us, our) collects, uses, and protects your personal information when you visit eluacare.com (the Site) or place an order with us. We are committed to handling your data responsibly and in line with the UK General Data Protection Regulation (UK GDPR), the EU GDPR, and other applicable data protection laws.

Information we collect

  • Order and contact details — your name, email address, shipping address, billing address, and phone number when you place an order or contact us.
  • Payment information — payment is processed by our payment providers; we do not store your full card details, only confirmation that payment was made.
  • Email and marketing preferences — your email address and whether you have consented to receive marketing.
  • Analytics and usage data — information about how you use the Site, collected through cookies and similar technologies, including your device and browser type and the pages you view.
  • Advertising data — when active, we may use the Meta Pixel to measure and improve our advertising, which may collect information about your interaction with our Site.

How we use your information

  • process and fulfil your orders, arrange delivery, and handle returns or refunds;
  • communicate with you about your order and respond to your enquiries;
  • send you marketing emails where you have consented, and let you opt out at any time;
  • understand and improve how our Site and products perform through analytics;
  • measure and improve our advertising; and
  • meet our legal, tax, and accounting obligations and prevent fraud.

Legal bases

We rely on the following legal bases: performance of our contract with you (to process orders); your consent (for marketing emails and non-essential cookies); our legitimate interests (to improve our Site, products, and advertising, and to prevent fraud); and compliance with legal obligations.

How your information is shared

Our Site is hosted on Shopify, which acts as a data processor on our behalf to run our store and process your orders securely. We also share information with service providers who help us operate, for example shipping and fulfilment partners, payment providers, email marketing tools, and analytics and advertising providers such as Meta. These providers only process your data on our instructions or under their own privacy terms, and we do not sell your personal information.

Email marketing

We only send marketing emails to people who have opted in. Every marketing email includes an unsubscribe link, and you can withdraw your consent at any time. Withdrawing consent does not affect the emails we send about your orders.

International transfers

As we operate from Spain and serve customers in the United Kingdom, and because some of our providers are based outside the UK and EEA, your data may be transferred internationally. Where this happens, we rely on appropriate safeguards such as the UK International Data Transfer Agreement or the European Commission Standard Contractual Clauses.

Data retention

We keep your personal information only for as long as needed to fulfil the purposes described here, including to meet legal, tax, and accounting requirements. Order records are retained as required by law; marketing data is kept until you unsubscribe.

Your rights

Under the UK GDPR and GDPR, you have the right to access the personal data we hold about you, to request correction or deletion, to object to or restrict certain processing, to withdraw consent, and to data portability. You also have the right to lodge a complaint with a supervisory authority — in the United Kingdom, the Information Commissioner Office (ICO) at ico.org.uk. To exercise any of these rights, please contact us using the details below.

Cookies

We use essential cookies to run the Site and, with your consent, analytics and advertising cookies. You can manage your preferences through your browser settings or any cookie banner shown on the Site.

Contact

For any privacy question or to exercise your rights, please email hello@eluacare.com. We typically reply within 24 hours, Monday to Friday.