Privacy Policy
Effective Date: 8 October 2026
At SOHRAAZ, we respect your privacy and are committed to protecting the personal information you provide when you visit or use our website, create an account, place an order, contact us, submit a review, or otherwise interact with our services.
This Privacy Policy explains what information we collect, how we use it, how we share it, how we protect it, and the choices and rights available to you.
1. ABOUT SOHRAAZ
SOHRAAZ is a sole proprietorship business operating from:
12/1, Picnic Garden, 3rd Lane, Ground Floor, Near 42 Bus Stand, Kolkata - 700039, West Bengal, India
For privacy-related questions, requests or complaints, you may contact us at:
Email: care@sohraaz.com
Phone/WhatsApp: +91 91239 47668
In this Privacy Policy, "SOHRAAZ", "we", "us" or "our" refers to SOHRAAZ.
2. INFORMATION WE COLLECT
When you use our website or services, we may collect the following categories of personal information.
A. Personal and Contact Information
This may include:
- Full name
- Mobile or telephone number
- Email address
- WhatsApp number
- Information provided when contacting customer support
B. Billing and Shipping Information
This may include:
- Billing address
- Shipping address
- City
- State
- PIN/ZIP code
- Other information required to deliver your order
C. Order Information
We may collect information relating to your purchases, including:
- Products purchased
- Product quantities
- Order value
- Order number
- Order history
- Discounts or coupons used
- Delivery and tracking information
- Return, exchange and refund information
D. Payment Information
SOHRAAZ currently offers payment methods including:
- UPI
- Credit cards
- Debit cards
- Net banking
- Digital wallets
- Cash on Delivery
Payments and checkout may be processed through third-party providers, including GoKwik, Razorpay and applicable payment processors.
SOHRAAZ does not intentionally collect or store complete card numbers or complete banking credentials on its own systems. Payment information may be processed by the relevant payment or checkout provider according to its own security and privacy practices.
E. Device and Technical Information
When you visit our website, certain information may be automatically collected, including:
- IP address
- Browser type
- Device type
- Operating system
- Website activity
- Pages viewed
- Products viewed
- Cart activity
- Referral information
- Approximate technical or location information derived from your device or browser, where applicable
- Other technical information necessary for website operation, analytics, security or advertising
F. Cookies and Similar Technologies
We use cookies, pixels, tags, scripts and similar technologies to operate, analyse and improve our website and to support advertising, marketing, security and fraud-prevention activities.
These technologies may be provided by Shopify, GoKwik, Google, Meta, Microsoft and other service providers.
3. HOW WE USE YOUR INFORMATION
We may use your personal information for the following purposes.
Order and Account Management
- Creating and managing your customer account
- Processing and fulfilling orders
- Confirming orders
- Processing payments
- Managing Cash on Delivery orders
- Providing order and account information
- Maintaining order history
Delivery and Logistics
- Processing shipping
- Sharing required information with Shiprocket and courier partners
- Delivering products
- Providing tracking information
- Sending delivery-related communications
- Arranging delivery through alternative providers, including India Post, where necessary
Customer Support
We may use your information to:
- Respond to enquiries
- Resolve complaints
- Process returns and exchanges
- Process refunds
- Investigate damaged, incorrect or missing products
- Review unboxing photographs or videos submitted to customer support
- Maintain customer support records
- Resolve payment and delivery-related issues
Fraud and Security
We may use information to:
- Verify orders
- Verify Cash on Delivery orders
- Detect suspicious transactions
- Prevent fraudulent or abusive activity
- Prevent fake orders
- Manage COD abuse and repeated RTO-related issues
- Protect our customers, website and business
- Investigate security incidents
GoKwik and other service providers may use automated systems, risk analysis or other mechanisms to assist with COD verification, fraud prevention and order-risk management.
Marketing and Communications
Where permitted and applicable, we may use your information to send:
- Promotional WhatsApp messages
- Offers and discounts
- New product announcements
- Festival campaigns
- Promotional email communications
- SMS communications
- Other marketing communications that we may introduce in the future
You may opt out of promotional communications at any time.
Transactional communications, such as order confirmations, payment requests, shipping updates and delivery information, may still be sent where necessary to fulfil your order.
4. ADVERTISING, ANALYTICS AND PERSONALISATION
SOHRAAZ uses third-party technologies to understand website activity, measure advertising performance and provide relevant advertisements.
These technologies may include:
- Google Analytics
- Google Ads
- Google Tag Manager
- Meta Pixel
- Meta advertising services
- Microsoft Clarity
- Shopify analytics and related technologies
- GoKwik technologies
- Other analytics and advertising technologies used through our website or Shopify apps
These services may collect information about your interactions with our website, such as:
- Pages visited
- Products viewed
- Purchases
- Cart activity
- Website events
- Device and browser information
- Advertising interactions
We may use this information for:
- Website analytics
- Conversion measurement
- Advertising measurement
- Remarketing
- Retargeting
- Creating advertising audiences
- Improving advertising campaigns
- Understanding customer behaviour
- Improving our website and services
Where supported by the relevant service, browser or device, you may be able to control or opt out of personalised advertising.
5. COOKIES
SOHRAAZ uses cookies and similar technologies for purposes including:
- Website functionality
- Customer account functionality
- Shopping cart and checkout functionality
- Analytics
- Advertising
- Remarketing
- Security
- Fraud prevention
- Measuring website and advertising performance
- Remembering preferences and settings
Cookies and similar technologies may be placed by SOHRAAZ or by third-party service providers.
Our website is operated using Shopify and may use Shopify's own cookies and technologies as part of website, customer account and checkout functionality.
GoKwik and other Shopify applications may also use cookies, pixels or similar technologies for checkout, cart functionality, analytics, security, advertising, communication or other services.
You may be able to control cookies through your browser or device settings. Disabling certain cookies may affect the functionality of parts of the website.
6. SHOPIFY AND THIRD-PARTY APPLICATIONS
SOHRAAZ uses Shopify and various third-party Shopify applications and technology providers to operate and improve our online store.
These applications may process personal information, device information, browsing activity, order information, customer-generated content or other information necessary to provide their services.
Our third-party applications and service providers may include providers used for:
- E-commerce and customer accounts
- Checkout and payments
- Cash on Delivery
- Fraud prevention and order verification
- Shipping and logistics
- WhatsApp and customer communication
- Product reviews and testimonials
- Customer-generated content
- Search and product filtering
- Product bundles and discounts
- Wishlists
- Shoppable videos
- Analytics and advertising
- Website functionality
- Marketing and customer engagement
Examples of services and providers used by SOHRAAZ may include:
Shopify
Shopify provides the e-commerce platform on which our website operates and may process information relating to customer accounts, orders, website activity, checkout and other store functionality.
Shopify may also process data through its own analytics, security, network intelligence, advertising, personalisation and related services, depending on the settings and features enabled on our store.
GoKwik
GoKwik may process information relating to checkout, payments, Cash on Delivery, order verification, fraud prevention, RTO prevention and related services.
Razorpay
Razorpay and related payment/checkout services may process payment and checkout information where applicable.
GoKwik Engage and WhatsApp Services
We may use GoKwik Engage and WhatsApp-related services to communicate with customers regarding orders, payments, delivery, customer support and promotional campaigns.
Shiprocket and Courier Partners
We may provide necessary customer information to Shiprocket and the courier or logistics provider responsible for delivering your order.
We may use Google services including Google Analytics, Google Ads and Google Tag Manager for analytics, advertising, measurement and related purposes.
Meta
We may use Meta services including Meta Pixel and Meta advertising tools for analytics, advertising, remarketing and measurement.
Microsoft
We may use Microsoft Clarity to understand how visitors interact with our website and to improve website usability and performance.
Search, Reviews, Wishlist, Product and Marketing Applications
We may use Shopify applications such as search and filtering tools, product review platforms, wishlist tools, product bundle applications, shoppable video platforms, customer communication tools and other applications that support our store.
These applications may process information according to their respective privacy policies and the services they provide.
Third-party service providers may process personal information according to their respective privacy policies, contractual obligations and applicable laws.
7. SHARING OF PERSONAL INFORMATION
We may share personal information where reasonably necessary with:
- Payment processors and payment gateways
- Shopify
- GoKwik
- Razorpay
- GoKwik Engage and relevant communication providers
- WhatsApp service providers
- Shiprocket
- Courier and logistics partners
- India Post or alternative delivery providers
- Meta
- Microsoft
- Shopify application providers
- Website, technology and IT service providers
- Analytics and advertising providers
- Professional advisers, including accountants, auditors, lawyers or consultants
- Government authorities or law-enforcement agencies where legally required
- Service providers involved in preventing fraud, abuse or security incidents
- Other parties where reasonably necessary to protect SOHRAAZ, our customers, our website or our business
We do not intend to sell customers' personal information as a standalone commercial product.
8. CUSTOMER REVIEWS AND TESTIMONIALS
Customers may submit reviews and feedback about products purchased from SOHRAAZ.
Reviews may include:
- Written comments
- Customer names
- Photos or videos uploaded by customers as part of a review
We may publish customer reviews on our website.
Where we use customer reviews or testimonials for marketing purposes, we may use the review and the customer's name where appropriate.
Customer-submitted photos or videos are not currently used as ordinary website testimonials without appropriate consent.
If we wish to use customer photographs, videos or other customer-generated content for promotional purposes, we will seek appropriate permission or consent before doing so.
9. CUSTOMER COMMUNICATIONS
We may communicate with you through:
- Telephone
- SMS
- Website notifications
- Other communication methods
Transactional communications may include:
- Order confirmation
- Payment requests
- Payment confirmation
- Shipping confirmation
- Tracking information
- Delivery updates
- Return/exchange communications
- Refund information
- Customer support responses
We may also send promotional communications where permitted.
You may unsubscribe from promotional communications at any time.
10. CASH ON DELIVERY AND ORDER VERIFICATION
To reduce fraudulent orders, fake orders, COD abuse and return-to-origin losses, SOHRAAZ and its service providers may verify Cash on Delivery orders.
Verification may involve:
- WhatsApp messages
- Telephone calls
- Other communication methods
- Automated risk assessment
- Order verification
- Fraud prevention checks
An order may be delayed, cancelled, blocked or otherwise restricted where it appears suspicious, fraudulent, cannot be verified, or presents a significant risk of non-delivery or abuse.
11. RETURNS, EXCHANGES, REFUNDS AND CUSTOMER SUPPORT
We may use customer information to manage:
- Returns
- Exchanges
- Refunds
- Damaged-product claims
- Wrong-product claims
- Missing-product claims
- Unboxing verification
- Payment disputes
- Delivery disputes
Customers may be required to provide photographs, videos or other information to help us investigate certain complaints or claims.
12. DATA RETENTION
SOHRAAZ retains personal information only for as long as reasonably necessary for the purposes for which it was collected.
This may include retaining information for:
- Processing and completing orders
- Customer support
- Returns, exchanges and refunds
- Fraud and security prevention
- Accounting and financial records
- Tax requirements
- Legal and regulatory requirements
- Resolving disputes
- Enforcing agreements
- Protecting the rights and interests of SOHRAAZ and its customers
When information is no longer reasonably required, it may be deleted, anonymised or securely disposed of, subject to applicable legal or regulatory requirements.
13. DATA SECURITY
SOHRAAZ takes reasonable measures to protect personal information against unauthorised access, misuse, loss, alteration or disclosure.
However, no method of transmission or electronic storage is completely secure. Accordingly, while we take reasonable steps to protect your information, we cannot guarantee absolute security.
14. INTERNATIONAL DATA PROCESSING
SOHRAAZ currently sells and ships within India.
Some of our technology and service providers may process or store information outside India, including in the United States or other jurisdictions.
For example, Shopify's services may involve data storage or processing outside India.
By using our website and services, you acknowledge that your information may be processed in jurisdictions outside India where necessary for providing our services.
Where required, we will take reasonable steps to ensure that such processing is carried out in accordance with applicable laws and appropriate contractual or technical safeguards.
SOHRAAZ may introduce international shipping in the future. If international shipping is introduced, additional processing and transfer arrangements may apply as required by applicable law.
15. YOUR PRIVACY RIGHTS
Subject to applicable law and reasonable verification requirements, you may request:
Access
Information about the personal information we hold about you.
Correction
Correction of inaccurate or incomplete personal information.
Deletion
Deletion of personal information where there is no legal or legitimate reason for us to retain it.
Withdrawal of Consent
Withdrawal of consent where processing is based on consent.
Marketing Opt-Out
You may opt out of promotional WhatsApp, email, SMS or other marketing communications.
Privacy Complaint
You may contact us regarding concerns about our handling of your personal information.
To make a privacy-related request, contact:
Email: care@sohraaz.com
Phone/WhatsApp: +91 91239 47668
We may need to verify your identity before processing certain requests.
Certain information may need to be retained where required for legal, tax, accounting, security, fraud prevention or other legitimate business purposes.
16. CHILDREN'S PRIVACY
Our website and services are not intended for children under the age of 18.
SOHRAAZ does not knowingly collect personal information directly from children under 18.
If you believe that a child has provided personal information to us, please contact us at care@sohraaz.com so that we can review and take appropriate action.
17. CUSTOMER ACCOUNTS
Customers may create an account on our website.
Depending on the features available, account information may include:
- Name
- Email address
- Phone number
- Saved addresses
- Order history
- Account preferences
Customers may access their account information through the website and may contact us regarding correction or deletion requests.
18. THIRD-PARTY WEBSITES AND SERVICES
Our website may contain links to or integrations with third-party websites, applications, social media platforms or services.
Examples may include Google, Facebook, Instagram, WhatsApp and other third-party services.
SOHRAAZ is not responsible for the privacy practices of third-party websites or services that we do not control.
We recommend reviewing the privacy policies of those third parties before providing personal information to them.
19. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy from time to time to reflect:
- Changes to our business
- Changes to our website
- New services or technologies
- Changes to third-party providers
- Changes in applicable laws or regulations
- Changes to our data-processing practices
When we make changes, we may update the Effective Date shown at the beginning of this Privacy Policy.
We encourage customers to review this Privacy Policy periodically.
20. CONTACT US
If you have any questions, concerns, requests or complaints relating to this Privacy Policy or the handling of your personal information, please contact us:
SOHRAAZ
12/1, Picnic Garden, 3rd Lane, Ground Floor,
Near 42 Bus Stand, Kolkata - 700039,
West Bengal, India
Email: care@sohraaz.com
Phone/WhatsApp: +91 91239 47668