Privacy policy

Last updated: 12 June 2026

SerenQ ("we," "us," "our") operates this store and website, including all related information, content, features, tools, products, and services (the "Services"), to provide you, the customer, with a curated shopping experience. SerenQ is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy describes how we collect, use, disclose, and protect your personal information when you visit, use, or make a purchase through the Services, or otherwise communicate with us. It is intended to comply with the Protection of Personal Information Act 4 of 2013 ("POPIA"), as well as other applicable data protection laws where relevant to our customers.

If there is a conflict between our Terms of Service and this Privacy Policy regarding the processing of your personal information, this Privacy Policy controls.

Please read this Privacy Policy carefully. By using the Services, you acknowledge that you have read and understood it.

1. Key Terms

For clarity, and in line with POPIA terminology:

"Responsible party" means SerenQ — the entity that determines the purpose and means of processing your personal information.

"Operator" means a third party (such as Shopify or other service providers) that processes personal information on our behalf.

"Data subject" means you, the individual whose personal information is being processed.

"Processing" means anything done with personal information, including collecting, storing, using, sharing, or deleting it.

2. Personal Information We Collect

We may collect or process the following categories of personal information, depending on how you interact with the Services:

Contact details: name, billing and shipping address, phone number, and email address.

Financial information: payment card details, payment confirmations, and transaction details (processed primarily by our payment processors and Shopify, not stored directly by us where avoidable).

Account information: username, password, account preferences and settings.

Social login information: if you sign up or log in using Facebook, Google, or another third-party identity provider, we may receive your name, email address, profile picture, and a unique identifier from that provider, depending on your privacy settings on that platform.

Transaction information: items viewed, added to cart or wishlist, purchased, returned, exchanged, or cancelled, and your order history.

Communications: information you provide when contacting our customer support or otherwise communicating with us.

Device and usage information: IP address, browser type, device identifiers, and information about how you interact with and navigate the Services, including via cookies and similar technologies.

3. Sources of Personal Information

We may collect personal information:

Directly from you — when you create an account, place an order, sign up for our newsletter, or contact us.

Automatically — through your use of the Services, including via cookies and similar tracking technologies.

Via social login — when you choose to register or sign in using Facebook, Google, or similar services, in which case we receive information from that provider in accordance with your settings there.

From service providers — such as Shopify, payment processors, and shipping partners, who process information on our behalf.

From partners or other third parties — for example, marketing or advertising partners.

4. How We Use Your Personal Information (and Our Legal Basis)

POPIA requires that we have a lawful basis for processing your personal information. Depending on the purpose, we rely on one or more of the following: your consent, the performance of a contract with you (e.g. fulfilling an order), our legal obligations, or our legitimate business interests (provided these do not override your rights).

We use your personal information to:

Provide and improve the Services — process payments, fulfil orders, manage your account, arrange shipping, facilitate returns and exchanges, enable product reviews, and personalize your shopping experience (contractual necessity / legitimate interest).

Communicate with you — respond to enquiries, provide customer support, and send order or account-related notifications (contractual necessity).

Market to you — send promotional emails, SMS, or show you advertisements, where you have consented or where otherwise permitted under Section 8 below (consent / legitimate interest).

Maintain security and prevent fraud — authenticate accounts, secure payments, and detect or investigate suspicious activity (legal obligation / legitimate interest).

Comply with the law — respond to legal processes, regulatory requests, or to enforce our policies (legal obligation).

5. Cookies and Similar Technologies

We use cookies and similar technologies to operate the Services, remember your preferences, understand how the Services are used, and support advertising. This includes cookies set by Shopify and by third-party tools we use for analytics and marketing.

You can manage or disable cookies through your browser settings; however, doing so may affect the functionality of the Services. Where required by law, we will request your consent before placing non-essential cookies.

6. Signing In with Facebook, Google, or Other Third-Party Accounts

If you choose to create an account or log in using a third-party identity provider (such as Facebook or Google), that provider will share certain information with us — typically your name, email address, and profile picture — based on the permissions you grant at the time.

We use this information to create and manage your SerenQ account and to provide the Services to you. We do not control, and are not responsible for, how these third-party providers collect or use your information — please review their respective privacy policies. You can manage or revoke the permissions granted to us at any time through your account settings on the relevant platform.

7. How We Disclose Personal Information

We may disclose your personal information to:

Shopify and other service providers who perform services on our behalf, such as payment processing, IT hosting, analytics, customer support, fulfilment, and shipping.

Business and marketing partners, to provide marketing services and advertising. Shopify may support personalized advertising based on your activity across different merchants and websites. Where applicable law gives you the right to opt out of such targeted advertising, you may exercise this right as described in Section 11.

Third parties at your direction or with your consent — for example, to ship products, or through your use of social login or other integrations.

Our affiliates or other companies within our corporate group.

Other parties in connection with a business transaction (such as a merger, sale, or restructuring), to comply with legal obligations (such as subpoenas or court orders), to enforce our policies, or to protect the rights, property, or safety of SerenQ, our users, or others.

We do not sell your personal information to third parties for monetary consideration.

8. Direct Marketing

We will only send you direct marketing communications (such as promotional emails or SMS) where you have given your consent, or where you are an existing customer and we are marketing similar products or services to you, in accordance with section 69 of POPIA.

You may withdraw your consent or opt out of marketing communications at any time by using the unsubscribe link in our emails, or by contacting us using the details in Section 14. Even if you opt out of marketing, we may still send you non-promotional communications, such as order confirmations or account-related notices.

9. Children's Personal Information

The Services are not directed at, and we do not knowingly collect personal information from, children (defined under South African law as persons under the age of 18), except where permitted by POPIA — for example, with the consent of a competent person (such as a parent or legal guardian), or where necessary for the establishment, exercise, or defence of a right.

If you are a parent or guardian and believe your child has provided us with personal information without your consent, please contact us using the details in Section 14 so we can investigate and, where appropriate, delete that information.

10. Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services in order to provide and improve the Services. Information you submit may be transmitted to and shared with Shopify, as well as third parties that may be located in countries other than where you reside, in order to provide the Services to you.

Shopify may also use information collected about your interactions with our store, together with data from other merchants and Shopify itself, to provide certain enhanced features (such as fraud prevention and analytics). In these circumstances, Shopify acts as a responsible party for that processing. To learn more about how Shopify processes personal information, and any rights you may have, visit Shopify's Consumer Privacy Policy at https://www.shopify.com/legal/privacy and the Shopify Privacy Portal.

11. Security and Retention

No security measures are perfect or impenetrable, and we cannot guarantee "perfect security." Any information you send to us may not be secure while in transit, and we recommend you do not send sensitive information through unsecured channels.

We retain personal information for as long as necessary to provide the Services, comply with our legal obligations (including tax and accounting requirements), resolve disputes, and enforce our agreements. When personal information is no longer needed for these purposes, we will take reasonable steps to delete, destroy, or de-identify it.

12. Cross-Border Transfers

Because our Services are powered by Shopify and we may use service providers located outside South Africa, your personal information may be transferred to, stored, and processed in other countries.

Where we transfer personal information outside South Africa, we take reasonable steps to ensure it receives a level of protection that is at least equivalent to that required under POPIA — for example, by relying on service providers that are themselves bound by adequate data protection laws, or by entering into appropriate contractual safeguards with those providers.

13. Your Rights

Subject to applicable law and any exceptions, you have the right to:

Access the personal information we hold about you.

Request correction of inaccurate, outdated, or incomplete personal information.

Request deletion or destruction of personal information we hold about you, where we are not legally required to retain it.

Object to the processing of your personal information for direct marketing, or on other reasonable grounds relating to your particular situation.

Request a copy of your personal information in a portable format, where technically feasible.

Withdraw consent, where processing is based on consent, without affecting the lawfulness of processing carried out before withdrawal.

We will not discriminate against you for exercising any of these rights. We may need to verify your identity before processing your request. If you wish to use an authorized agent to submit a request on your behalf, we may require proof of that agent's authority and may still need to verify your identity directly.

To learn more about your rights in relation to data processed by Shopify directly, visit https://www.shopify.com/legal/privacy.

14. Information Officer and Complaints

In accordance with POPIA, SerenQ has designated an Information Officer responsible for ensuring compliance with this Privacy Policy and applicable data protection law.

Information Officer: Richard Mazhindu

Email: Hello@SerenQ.co.za

Address: 217 Lochner Road, Centurion, Gauteng, 0157, South Africa

If you have a complaint about how we process your personal information, please contact our Information Officer first using the details above. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Regulator (South Africa):

Website: https://www.justice.gov.za/inforeg/

We encourage you to contact us first so that we can try to resolve any concerns directly.

15. Third-Party Websites and Links

The Services may contain links to websites or platforms operated by third parties. If you follow links to sites not affiliated with us, you should review their privacy and security policies. We do not guarantee, and are not responsible for, the privacy or security practices or content of such third-party sites. Information you share on public or semi-public platforms (including via social login integrations) may be viewable by other users of those platforms, without limitation as to its further use.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our practices or for legal, operational, or regulatory reasons. We will post the revised Privacy Policy on this website and update the "Last updated" date, and where required by law, provide additional notice of material changes.

17. Contact Us

If you have any questions about this Privacy Policy, would like to exercise any of your rights, or wish to contact our Information Officer, please reach us at:

SerenQ
Hello@SerenQ.co.za
217 Lochner Road, Centurion, Gauteng, 0157, South Africa
Phone: 0703230500