Effective Date: 1 January 2025
This Privacy Policy explains how M/s North West, operating under the brand name Kelenate (“Kelenate”, “we”, “us” or “our”), collects, uses, stores, shares and otherwise processes personal information when you visit, interact with or make a purchase through www.kelenate.in (“Site”).
We respect your privacy and aim to handle personal information fairly, transparently and securely in accordance with applicable Indian law.
Depending on how you use the Site, we may collect or receive the following categories of information.
This may include:
name;
email address;
mobile or telephone number;
billing address;
shipping or delivery address;
city, state and PIN code; and
other contact information you voluntarily provide.
Where customer-account functionality is used, we may process information associated with your account, such as:
account identifier;
email or phone number;
login or authentication status;
saved addresses;
order history; and
account preferences.
Authentication functions may be provided partly through Shopify or other service providers used to operate the Site.
When you place or attempt to place an order, we may process information including:
products ordered;
quantity;
order value;
discounts;
tax information;
delivery information;
payment status;
transaction or payment reference;
cancellation information;
return, replacement and refund status; and
related customer-service records.
Payment credentials are handled through the payment systems or payment service providers made available at checkout. Kelenate generally receives information necessary to confirm and administer the transaction, rather than needing to independently store sensitive payment authentication credentials such as your CVV or UPI PIN.
For order fulfilment, we may process and share information such as:
recipient name;
shipping address;
PIN code;
telephone number;
order information;
shipment reference;
tracking information;
delivery status;
delivery attempts;
proof or confirmation of delivery; and
Return-to-Origin information.
If you contact us regarding an order, product, return, refund, warranty, complaint or grievance, we may collect:
your correspondence;
Order ID;
email or telephone number;
photographs;
videos;
courier documents;
invoices;
screenshots;
product-related evidence; and
other information you voluntarily provide for investigation or resolution.
Please avoid sending personal information that is not reasonably required for us to handle your request.
When you visit the Site, certain technical information may be collected automatically by the Site, Shopify, hosting infrastructure or other service providers, such as:
IP address;
browser type;
device type;
operating system;
referring or exit pages;
session information;
timestamps;
page interactions;
cart activity;
security-related information; and
cookies or similar identifiers.
The precise information collected may depend on your browser, device, Site configuration and services enabled at the relevant time.
For your security, never send us your OTP, UPI PIN, ATM PIN, card CVV, internet-banking password or other confidential authentication credential through email, telephone, the Contact form, WhatsApp or any other support channel.
Kelenate Customer Support does not require such credentials to process an order, return or refund.
We may process personal information for legitimate and lawful business purposes including:
operating the Site;
creating or administering customer accounts;
processing orders;
confirming payments;
issuing invoices;
arranging shipping and delivery;
providing tracking updates;
processing cancellations;
handling returns, replacements and refunds;
providing customer support;
investigating complaints and grievances;
detecting and preventing fraud, misuse or security threats;
maintaining transaction and accounting records;
meeting tax, GST and other legal obligations;
improving Site functionality and customer experience;
diagnosing technical problems;
maintaining Site security;
communicating important service or policy updates; and
establishing, exercising or defending legal claims.
We aim to collect and use information that is reasonably connected with the relevant purpose.
We may use the contact details supplied with an order or account to send necessary service-related communications such as:
order confirmation;
payment confirmation or failure;
invoice information;
dispatch information;
delivery updates;
OTP or authentication messages where applicable;
return or refund updates;
support responses;
security notices; and
important changes affecting an order or service.
These communications are different from promotional marketing because they are connected with providing or administering the service requested by you.
Where permitted and where applicable, we may send information about Kelenate products, offers or promotions using contact information provided by you.
Where an opt-out mechanism is provided, you may use it to stop promotional communications.
Opting out of marketing does not prevent us from sending necessary transactional, order, security, support or legal communications.
We will not sell your personal information merely for third-party direct-marketing purposes.
The Site may use cookies and similar technologies that are necessary or useful for functions such as:
keeping the Site operational;
remembering cart contents;
maintaining sessions;
customer authentication;
fraud and security protection;
remembering certain preferences;
understanding Site performance; and
analytics or marketing functions where such tools are enabled.
Some cookies may be placed or controlled by service providers supporting the Site.
Browser settings generally allow users to delete or restrict cookies. Blocking necessary cookies may prevent some Site functions, including account, cart or checkout functions, from operating correctly.
Where applicable law requires a particular consent or choice mechanism for non-essential technologies, Kelenate will implement or update the relevant mechanism as required.
The Kelenate online store is operated using Shopify's e-commerce platform.
Shopify and its related infrastructure may process personal information required to host and operate the store, maintain customer sessions, support checkout, provide security and deliver other platform functionality.
Shopify's own handling of information in its capacity as a platform or service provider is also governed by the terms and privacy information applicable to its services.
Payments may be processed through the payment method or service provider made available at checkout.
Where Razorpay or another authorised payment provider is offered, information necessary to:
initiate a payment;
authenticate the transaction;
confirm payment status;
prevent fraud; and
process an eligible refund
may be processed by that provider and participating banks, card networks, UPI systems or other financial-service participants.
Their handling of information may also be governed by their own privacy and security practices.
Kelenate does not ask customers to disclose their OTP, UPI PIN or CVV to Customer Support.
We may share information reasonably required to fulfil and deliver an order with courier and logistics providers used for that shipment, including Delhivery where applicable or another delivery partner.
Information shared may include:
recipient name;
delivery address;
PIN code;
telephone number;
order or shipment reference; and
information reasonably necessary for delivery, tracking, reverse pickup or Return-to-Origin processing.
We may use third-party service providers for functions such as:
website infrastructure;
hosting;
email or messaging;
fraud prevention;
security;
customer support;
accounting;
legal or professional services;
technology maintenance; and
other operational services.
We aim to disclose only information reasonably necessary for the service being provided.
We do not treat a service provider acting on our behalf as receiving ownership of your personal information.
We may disclose information where reasonably necessary to:
comply with applicable law;
respond to a valid court, governmental, regulatory or law-enforcement requirement;
protect customers or other persons;
investigate fraud or unlawful activity;
protect the security or integrity of the Site;
enforce our contractual or legal rights; or
establish, exercise or defend a legal claim.
We will not knowingly disclose more personal information than reasonably necessary for the relevant lawful purpose.
If Kelenate or M/s North West undergoes a lawful business restructuring, transfer, merger, sale of relevant assets or succession of the business, information connected with the business may form part of that transaction where legally permissible.
Any successor handling the information would remain subject to applicable privacy obligations.
We use reasonable technical, organisational and operational safeguards appropriate to the nature of the information and our business.
These measures may include controls relating to:
access;
account security;
service-provider access;
secure communications;
system maintenance;
fraud prevention; and
protection against unauthorised access or misuse.
However, no website, electronic transmission or storage system can be guaranteed to be completely secure.
Customers are also responsible for protecting their devices, email accounts, passwords, OTPs and other authentication credentials.
If we become aware of a personal-data or security incident affecting information under our control, we will investigate the incident and take reasonable containment and corrective measures.
Where notification to affected individuals, authorities or other persons becomes mandatory under applicable law, we will follow the applicable legal requirements in force at that time.
We retain personal information only for as long as reasonably necessary for the purposes for which it is being processed or where retention is required or permitted for reasons such as:
fulfilling orders;
customer support;
returns and refunds;
fraud prevention;
dispute resolution;
accounting;
GST and taxation;
legal compliance;
audit requirements; and
establishment, exercise or defence of legal claims.
Different categories of records may have different retention periods.
When information is no longer reasonably required and no law requires its continued retention, it may be deleted, anonymised or otherwise disposed of in an appropriate manner.
Customers should provide accurate and current information.
If information associated with your order or account is inaccurate or incomplete, you may contact Customer Support and request correction or updating where reasonably possible.
Certain historical transaction, invoice, accounting or statutory records may need to remain unchanged where alteration is not permitted or where retention of the original record is legally necessary.
You may contact us to request, where applicable:
information about personal data associated with you;
correction of inaccurate information;
completion or updating of information;
deletion or erasure where appropriate;
withdrawal of a consent previously provided where applicable;
opt-out from promotional communications; or
assistance with another privacy concern.
Requests will be considered in accordance with the law applicable at the time of the request.
A request for deletion does not necessarily require deletion of information that must be retained for:
tax or accounting requirements;
fraud prevention;
pending orders or disputes;
legal obligations; or
establishment, exercise or defence of legal claims.
We may reasonably verify the identity of the person making a privacy request before acting on it.
Where processing is based on consent and applicable law permits withdrawal, you may request withdrawal through the contact details provided below.
Withdrawal will apply prospectively.
Withdrawal of consent does not invalidate lawful processing that occurred before withdrawal and may affect our ability to provide a service where the information remains necessary to provide that service.
The Site and its purchasing services are intended primarily for adults.
Persons under 18 years of age should not independently create an account, place an order or provide personal information through the Site without appropriate involvement of a parent or lawful guardian.
We do not knowingly seek to collect children's personal information for independent commercial profiling.
If we become aware that children's personal information has been provided in circumstances requiring parental or guardian involvement or other safeguards under applicable law, we will take appropriate steps.
Some platform, technology, payment, cloud or other service providers may operate systems or infrastructure outside India.
Where personal information is processed outside India, such processing will be subject to applicable legal requirements and any restrictions or safeguards that apply at the relevant time.
The Site may contain links to or integrations with websites and services operated by third parties.
Kelenate does not control the independent privacy practices of third-party websites.
Customers should review the privacy information of the relevant third party before providing information directly to it.
We may revise this Privacy Policy when necessary because of:
changes to our services;
new website functionality;
operational changes;
new service providers;
security requirements; or
changes in applicable law.
The current version will be made available on the Site.
Where applicable law requires additional notice or consent for a material change, we will take the steps required at that time.
For ordinary order, product, return or account-support enquiries:
Kelenate
Operated by M/s North West
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Business / Principal Address:
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4
For privacy-related requests, complaints or grievances:
Grievance Officer: Amit Gupta
Email: northwest.amazon@gmail.com
Phone: +91 9899107642
Address: B-26/4, Wazirpur Industrial Area, Delhi - 110052
Hours: Monday–Saturday, 10:00–18:00 IST
For consumer grievances, complaints are acknowledged within 48 hours and redressed within one month from the date of receipt, in accordance with the applicable e-commerce grievance framework.
Privacy-related requests and grievances will be handled within the period required by the data-protection law applicable at the relevant time.
This Privacy Policy should be read together with Kelenate's:
Terms & Conditions;
Shipping & Delivery Policy;
Cancellation, Return, Replacement & Refund Policy; and
Grievance Redressal information.
If a provision of this Privacy Policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will prevail.
Kelenate
Operated by M/s North West
B-26/4, Wazirpur Industrial Area, Delhi - 110052
GSTIN: 07AJPPG2208L1Z4