Privacy Policy

1. About this Policy

This Privacy Policy explains how Hearfox LTD, trading as HANOISON, collects, uses, stores, and shares personal data through hanoison.com, customer support, order fulfilment, delivery, returns, warranty service, and related customer communications.

Hearfox LTD is registered in England and Wales under company number 16653766. Our registered office is 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom.

We have written this Policy to explain our data practices clearly. It should be read together with our Cookie Policy, Shipping Policy, Returns and Refund Policy, Warranty Policy, and Terms of Service where relevant.

2. Who is responsible for your data

Hearfox LTD is the data controller for personal data processed through the Website and through HANOISON customer operations. If you have a privacy question or request, contact us at support@hanoison.com or write to the registered office above.

We aim to respond to customer service and privacy messages promptly. Formal data protection requests are handled within the time limits required by applicable data protection law.

3. Personal data we collect

When you place an order, create an account, request support, ask for warranty service, or contact us, we collect the information needed to handle that request. This may include your name, email address, phone number, delivery and billing address, order details, account details, serial number, customisation instructions, support messages, return information, warranty claim details, and photographs or videos you send to us for support, warranty, or authentication.

Payment information is handled by the payment provider shown at checkout. We do not receive or store your full card number, card expiry date, or security code. We receive limited payment information needed to confirm payment, process refunds, handle disputes, and keep order records.

When you use the Website, Shopify and other site services collect technical data needed to run the store. This can include IP address, browser and device information, pages viewed, session data, approximate location from IP address, cart activity, checkout activity, and security logs. Our Cookie Policy explains this in more detail.

We do not ask you to send special category data such as health information, political opinions, religious beliefs, racial or ethnic origin, biometric identifiers, or similar sensitive information. Please do not send that kind of information to us.

4. How we use personal data

We use personal data to operate the Website, accept and fulfil orders, manage payment confirmation, arrange production, ship products, provide customer support, handle returns and refunds, assess warranty claims, authenticate HANOISON timepieces, prevent fraud, secure our systems, keep business and tax records, and respond to legal or regulatory requests.

We also use customer contact details to send transactional messages, such as order confirmations, production updates, shipping updates, return instructions, warranty decisions, and support replies.

If we send marketing messages, we do so only where we have a lawful basis to do so. You can unsubscribe from marketing emails or contact us at support@hanoison.com. We do not currently rely on public-site marketing pixels such as Meta Pixel, Google Analytics, Google Ads remarketing, TikTok Pixel, Hotjar, Microsoft Clarity, Klaviyo, or Mailchimp cookies on the public Website, based on the current site setup.

5. Our lawful bases

We process personal data under the lawful bases that fit the activity. We use contract performance when we process your order, produce your timepiece, deliver it, provide customer support, or handle returns and warranty service. We use legal obligation when we keep accounting, tax, company, customs, or regulatory records.

We use legitimate interests to protect the Website, prevent fraud, improve our products and customer service, manage business records, respond to non-marketing enquiries, and defend or bring legal claims. We use consent where the law requires consent, including for certain non-essential cookies or marketing communications.

6. Who we share data with

We share personal data only where needed to run the business, fulfil your order, provide service, comply with law, or protect our rights. The main categories are:

• Shopify, which provides the e-commerce platform, storefront, cart, checkout, account, security, and related store functions.
• Payment providers shown at checkout, such as Stripe, PayPal, Shop Pay, Apple Pay, Google Pay, or other available payment methods.
• Shipping carriers, logistics providers, customs brokers, and regional return or service centres.
• Our production and manufacturing partner in Hạ Thái village, Vietnam, where limited order information is needed to produce, personalise, inspect, or dispatch your timepiece.
• Customer support, email, hosting, security, file storage, analytics, or business administration providers used to operate the company.
• Accountants, lawyers, insurers, auditors, banks, regulators, courts, law enforcement, or public authorities where required or reasonably necessary.

We do not sell personal data for money. If advertising or analytics tools are introduced later and create a legal right to opt out of "sharing" or similar activity under applicable law, we will update this Policy and provide the required controls.

7. International transfers

HANOISON operates across borders. Your personal data may be processed in the United Kingdom, the European Economic Area, the United States, Vietnam, and other countries where our service providers, carriers, payment providers, support tools, or production partners operate.

Where a transfer requires safeguards, we use appropriate transfer mechanisms such as standard contractual clauses, the UK international data transfer addendum, adequacy decisions, or other lawful safeguards available under applicable data protection law.

8. How long we keep personal data

We keep personal data only for as long as we need it for the reason it was collected, or for as long as the law requires. Order, payment, tax, customs, and accounting records are normally kept for up to six years. Customer support correspondence is normally kept for up to three years from the last contact, unless a longer period is needed for a dispute, legal claim, warranty issue, fraud prevention, or compliance record.

Warranty records are kept for the warranty period and for a reasonable period after it ends, so we can handle follow-up issues and verify the service history of the timepiece. Technical logs are kept for a shorter period unless needed for security, fraud prevention, or investigation.

9. Your rights

Depending on where you live, you may have the right to access your personal data, correct it, delete it, restrict how it is used, object to certain processing, receive a portable copy, withdraw consent, or complain to a data protection authority.

To exercise a right, contact support@hanoison.com. We may need to verify your identity before acting on the request. If you are in the United Kingdom, you can contact the Information Commissioner's Office at ico.org.uk. If you are in the European Economic Area, you may contact your local data protection authority.

10. California privacy rights

If you are a California resident, you may have rights under the California Consumer Privacy Act, as amended by the California Privacy Rights Act. These may include the right to know, access, correct, delete, and opt out of certain sharing of personal information, and the right not to be discriminated against for exercising those rights.

We do not sell personal information for money. We do not currently collect sensitive personal information for the purpose of inferring characteristics about you. To make a California privacy request, email support@hanoison.com with the subject line "CCPA Request".

11. Security

We use practical technical and organisational measures to protect personal data. These include encrypted website connections, secure payment processing through third-party payment providers, access controls, account permission limits, backup processes, and internal handling practices for customer data.

No online system is perfectly secure. If you believe your account, order, or personal data has been affected by unauthorised access, contact support@hanoison.com as soon as possible.

12. Data breaches

If a personal data breach occurs and the law requires notification, we will notify the relevant authority and affected individuals within the required timeframe. We will also take reasonable steps to contain the issue, investigate what happened, and reduce the risk of it happening again.

13. Children

The Website is not directed at children. We do not knowingly collect personal data from children. If you believe a child has provided personal data to us, contact support@hanoison.com and we will review the matter.

14. Changes to this Policy

We may update this Policy when our Website, services, legal obligations, service providers, or data practices change. The "Last Updated" date at the top shows when this Policy was last changed. Where a material change affects you, we will take reasonable steps to bring it to your attention.

15. Contact

If you have any question, concern, or request about privacy or personal data, contact us at:

Email: support@hanoison.com