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Privacy Policy
Privacy Policy
Last Updated: 28 June 2026
Effective Date: 28 June 2026
Crafts Mill values your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, store, disclose and protect your information when you visit our website, contact us, place an order, interact with our team, use our services, or communicate with us through any online or offline channel.
By using our website, placing an order, submitting your information, contacting our team, or continuing to interact with Crafts Mill, you agree to the collection and use of your information as described in this Privacy Policy.
For privacy-related questions, requests or concerns, please contact us at: support@craftsmill.in
1. Scope of This Privacy Policy
This Privacy Policy applies to information collected through:
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The Crafts Mill website
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Mobile versions of the website
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Any mobile application operated by Crafts Mill, where applicable
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Customer support interactions
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WhatsApp, phone, email, chat, social media or other communication channels
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Order placement, payment, delivery, installation, service and warranty processes
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Product reviews, surveys, feedback forms, promotions and other customer interactions
This Privacy Policy applies to websites, services and brands operated by Crafts Mill India Technologies Private Limited, including Crafts Mill, Craftsmill.in, Craft Garage and any affiliated or related brand operated by us.
In this Privacy Policy, “Crafts Mill”, “we”, “us” and “our” refer to Crafts Mill India Technologies Private Limited and its affiliated or related brands. “You”, “your”, “customer”, “buyer” or “user” refer to any person who visits our website, communicates with us, places an order or uses our services.
If you visit any third-party website, payment gateway, social media platform, logistics partner website or external service linked from our website, the privacy policy of that third party will apply. Crafts Mill is not responsible for the privacy practices, security practices, content, data handling or policies of third-party websites or services.
Please read this Privacy Policy carefully before submitting any personal information.
2. Information We Collect
We may collect information in three broad ways:
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Information you provide to us directly.
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Information collected automatically when you use our website or services.
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Information received from third parties or service providers.
We collect only such information as is reasonably required for business, order fulfilment, customer support, legal compliance, fraud prevention, website improvement, marketing, analytics and service-related purposes.
3. Information You Provide to Us
You may provide information to us when you create an account, place an order, contact us, request support, submit a form, make a payment, request delivery, raise a warranty claim, submit a review, participate in a promotion or communicate with our team.
This may include:
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Name
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Email address
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Phone number
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Billing address
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Shipping address
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Password or account login details, where applicable
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Order details
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Product preferences
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Customisation requirements
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Delivery instructions
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GST or billing information provided by you
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Communication history with us
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Customer service calls, emails, chats, WhatsApp messages or social media messages
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Product reviews, ratings, survey responses or feedback
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Images or videos shared for delivery, service, warranty, damage or support purposes
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Any other information you voluntarily provide to us
We may use this information to create your account, process orders, accept payment, coordinate delivery, provide installation/service support, respond to queries, manage warranty claims, send order updates, improve customer experience and comply with legal or business requirements.
4. Payment Information
Payments may be processed through third-party payment gateways, banks, card networks, UPI providers, wallet providers or other transaction partners.
Crafts Mill may receive limited payment-related information such as payment status, transaction reference, payment method, order amount and confirmation of payment. Sensitive payment details such as full card number, CVV, card PIN, UPI PIN or net banking password are processed by the relevant payment gateway, bank or payment service provider and are not intended to be stored by Crafts Mill.
Your use of a payment gateway or payment service provider may also be subject to that provider’s own privacy policy, terms and security practices. Crafts Mill is not responsible for any act, omission, technical failure, data processing issue or security practice of a third-party payment provider.
We may retain payment confirmation and transaction records as required for accounting, tax, legal, audit, fraud prevention and dispute resolution purposes.
5. Information Automatically Collected
When you use our website or interact with our digital services, certain information may be collected automatically through cookies, pixels, tags, analytics tools, browser settings or similar technologies.
This may include:
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IP address
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Browser type and version
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Device type
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Operating system
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Device identifiers
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Access dates and times
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Pages viewed
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Products viewed
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Search activity on the website
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Cart activity
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Saved items or wishlist activity, where applicable
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Referring website or source
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Clicks, scrolls and browsing behaviour
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Approximate location based on IP address
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Cookie data
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Crash data or performance data
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Advertising identifiers, where applicable
We use this information to operate the website, improve website performance, understand customer behaviour, secure the website, prevent fraud, personalize user experience, measure marketing performance and show relevant advertising.
6. Information from Third Parties
We may receive information about you from third parties where permitted by law and where relevant to our services.
This may include information from:
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Payment gateways
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Logistics and freight partners
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Delivery or installation partners
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Marketing platforms
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Analytics platforms
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Advertising networks
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Social media platforms
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Fraud prevention or security service providers
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Business partners or service providers
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Publicly available sources
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Referral or invite programs, where applicable
If you choose to log in, connect or interact with us through Google, Facebook, Instagram, WhatsApp or any other third-party service, we may receive limited information from that service as permitted by your settings and the third party’s policies.
Connecting your account to any third-party service is optional. If you choose to do so, the third party may also process your information under its own terms and privacy policy.
7. How We Use Your Information
We may use your information for the following purposes:
Order and Service Fulfilment
We use your information to:
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Create and manage your account
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Confirm and process orders
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Accept and verify payment
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Prepare invoices
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Arrange delivery
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Coordinate installation or service
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Manage customer support
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Process warranty, damage or service claims
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Communicate order, delivery and service updates
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Resolve complaints, disputes or operational issues
Website and Customer Experience
We use your information to:
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Operate and improve the website
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Personalize your shopping experience
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Save your cart or preferences, where applicable
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Recommend products or content
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Improve website layout, performance and usability
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Understand product interest and customer behaviour
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Improve our products, services and support processes
Marketing and Advertising
We may use your information to:
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Send promotional emails, SMS, WhatsApp messages or other marketing communication
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Share product updates, launches, offers or campaigns
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Run advertising campaigns
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Measure advertisement performance
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Retarget visitors who have shown interest in our products
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Administer surveys, rewards, referrals, contests or promotions
You may opt out of marketing communication as explained in this Privacy Policy. Even if you opt out of marketing communication, we may still send you transactional, order-related, service-related or legally required communication.
Security, Fraud Prevention and Legal Compliance
We may use your information to:
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Detect and prevent fraud
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Protect the website and business from misuse
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Verify identity or payment-related information where required
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Enforce our Terms and Conditions, Shipping Policy, Warranty Policy and other policies
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Respond to legal, regulatory, tax, audit or government requirements
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Resolve disputes or defend legal claims
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Maintain records required under applicable law
Analytics, Training and Quality Improvement
We may use your information to:
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Train our staff
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Improve customer service
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Monitor support quality
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Analyse business performance
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Improve product offerings
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Improve operational processes
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Review service, delivery or warranty issues
8. Legal Basis and Consent
We process your information where it is necessary or appropriate for:
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Fulfilling your order or service request
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Performing a contract with you
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Taking steps requested by you before entering into a transaction
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Complying with legal, tax, accounting or regulatory obligations
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Preventing fraud, misuse or security incidents
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Improving and operating our business
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Sending marketing communication where permitted by law or based on your consent
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Any other lawful purpose permitted under applicable law
Where consent is required under applicable law, we will rely on your consent. You may withdraw consent for certain types of processing, such as marketing communication, by contacting us at support@craftsmill.in or by using the unsubscribe option provided in marketing communication.
Withdrawal of consent will not affect processing already completed before withdrawal. Withdrawal may also affect our ability to provide certain services, process orders, provide support or maintain your account where the information is necessary for those purposes.
9. When We Share Your Information
We may share your information with third parties where necessary for order fulfilment, business operations, legal compliance, customer support, service delivery, fraud prevention, marketing or other purposes described in this Privacy Policy.
We may share information with:
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Crafts Mill group entities, affiliated brands and internal teams
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Payment gateways, banks and transaction partners
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Logistics, freight, courier and delivery partners
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Installation, assembly, repair and service partners
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Suppliers, manufacturers or production partners where needed for order fulfilment
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Software, hosting, cloud, database and IT service providers
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Marketing, advertising and analytics service providers
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Customer support, communication and CRM service providers
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Professional advisors, consultants, accountants, auditors or legal advisors
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Government authorities, courts, regulators or law enforcement agencies where required
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Third parties approved by you or used by you in connection with our services
We share information only to the extent reasonably required for the relevant purpose, unless otherwise required by law.
Third-party service providers are responsible for their own systems, security and compliance practices. Crafts Mill is not responsible for independent acts, omissions, breaches or failures of third-party platforms, payment gateways, logistics providers, communication platforms, social media services or external websites, except to the extent required under applicable law.
10. International Transfers
Some of our service providers, technology platforms, cloud providers, analytics providers, marketing tools or communication platforms may process or store information in India or outside India.
By using our services, you understand that your information may be transferred to or processed in locations where our service providers operate, subject to applicable law and reasonable safeguards.
Where required by applicable law, Crafts Mill will take reasonable steps to ensure that cross-border processing or transfer of personal information is carried out in a lawful manner.
11. Cookies and Similar Technologies
We use cookies, pixels, tags, web beacons, mobile identifiers and similar technologies to operate the website, improve performance, understand customer behaviour and provide a more personalized experience.
Cookies are small files stored by your browser or device. They help the website remember information about your visit.
We may use the following types of cookies:
Functionality Cookies
These allow you to navigate the website, use features, keep items in your cart, remember preferences and improve your shopping experience.
Analytics Cookies
These help us understand how visitors use the website, which pages are visited, which products are viewed and how the website can be improved.
We may use analytics tools such as Google Analytics or similar services to evaluate website activity and performance.
Preference Cookies
These help remember preferences such as location, language, browsing behaviour or other settings that improve your website experience.
Advertising and Targeting Cookies
These help us show relevant advertisements, retarget interested users, limit repeated ads, measure campaign performance and improve marketing effectiveness.
Advertising cookies may be used by Crafts Mill or by third-party advertising platforms, social media platforms or marketing partners.
12. Managing Cookies
You can control cookies through your browser settings. You may choose to block new cookies, delete existing cookies or receive alerts when cookies are used.
If you disable cookies, some website features may not work properly. For example, your cart may not be saved, preferences may not be remembered, and some website functions may be unavailable or less personalized.
You may also be able to control interest-based advertising through settings provided by advertising networks, browser tools, device settings or third-party platforms.
Disabling interest-based advertising does not mean you will stop seeing advertisements. It means the advertisements may be less relevant to your interests.
13. Direct Marketing and Behavioural Advertising
We may send you marketing communication by email, SMS, WhatsApp, phone, postal mail, social media, digital ads or other channels to inform you about products, offers, launches, promotions, content, services or other information that may be relevant to you.
You can opt out of receiving marketing communication from us by:
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Clicking the unsubscribe link in a marketing email, where available
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Replying or following opt-out instructions in the communication, where available
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Emailing us at support@craftsmill.in
It may take up to 48 hours to process your opt-out request and update our systems.
Even after opting out of marketing communication, you may continue to receive transactional and service-related communication, including order confirmations, payment updates, shipping updates, delivery coordination, warranty communication, service updates, policy updates and other important non-marketing communication.
If you use multiple names, phone numbers or email addresses when interacting with us, you may need to submit separate opt-out requests for each contact detail.
14. Blogs, Reviews, Forums and Public Content
Our website or services may allow customers to post reviews, ratings, comments, feedback, images, videos, questions, forum posts, blog comments or other public content.
Any information you post in publicly accessible areas may be viewed, collected or used by others.
You should avoid posting sensitive personal information, payment information, private address details, identity documents or any information you do not want to be publicly visible.
To request removal of public content submitted by you, please contact support@craftsmill.in. We will review the request, but in some cases we may be unable to remove content completely, including where content has already been copied, indexed, shared, archived or is required for legal or business purposes.
By submitting reviews, images, videos or feedback, you allow Crafts Mill to use such content for customer support, quality review, service improvement, marketing, product display or other business purposes, subject to applicable law and any specific consent requirements.
15. Data Security
We take reasonable technical, organisational and operational measures to protect your information from unauthorised access, loss, misuse, alteration or disclosure.
These measures may include access controls, secure systems, limited internal access, use of trusted service providers and other reasonable safeguards.
However, no website, internet transmission, electronic storage system, payment network, communication channel or third-party platform can be guaranteed to be completely secure.
To the maximum extent permitted by applicable law, Crafts Mill shall not be responsible for unauthorised access, cyber incidents, data loss, service failure or security incidents caused by third-party platforms, payment gateways, logistics providers, communication apps, customer devices, customer-side security issues, internet failures or circumstances beyond Crafts Mill’s reasonable control.
Customers are responsible for keeping their account password, OTP, payment credentials and device access secure.
16. Data Retention
We retain your information for as long as necessary for the purposes described in this Privacy Policy.
This may include retaining information for:
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Account management
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Order fulfilment
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Delivery and installation
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Customer support
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Warranty and service claims
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Accounting and tax records
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Legal and regulatory compliance
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Fraud prevention
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Dispute resolution
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Business records
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Enforcement of our policies
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Any other lawful business purpose
When information is no longer required, we may delete it, archive it, anonymise it or retain it in a limited manner as permitted by law.
Some information may need to be retained even after account closure or deletion requests, where required for legal, accounting, tax, fraud prevention, dispute resolution, warranty, service history or legitimate business purposes.
17. Your Rights and Choices
Subject to applicable law, you may have the right to:
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Ask whether we process your personal information
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Request access to certain information about processing
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Request correction of inaccurate or incomplete information
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Request deletion or erasure of information where applicable
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Withdraw consent for certain processing activities
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Opt out of marketing communication
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Raise a grievance or complaint regarding privacy practices
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Nominate another individual to exercise your rights, where applicable under law
To exercise these rights, please contact us at support@craftsmill.in.
We may ask you to verify your identity before processing a request. We may decline, limit or delay a request where permitted by applicable law, including where retention is necessary for legal, tax, accounting, fraud prevention, contractual, warranty, service, dispute resolution or legitimate business purposes.
We will make reasonable efforts to respond to valid privacy requests within the time required by applicable law.
18. Accuracy of Information Provided by You
You are responsible for ensuring that the information you provide to Crafts Mill is accurate, complete and updated.
Incorrect or incomplete information may affect account access, order processing, invoice creation, delivery, installation, warranty support, customer service and other services.
Crafts Mill will not be responsible for delay, failed delivery, wrong communication, incorrect invoice, service failure, additional charges or claim rejection arising from incorrect, outdated or incomplete information provided by the customer.
19. Children’s Privacy
Our website, products and services are not directed at children.
We do not knowingly collect personal information from children under 18 years of age.
If you are a parent or guardian and believe that a child has provided personal information to us, please contact us at support@craftsmill.in or +91 9310018412.
If we become aware that we have collected personal information from a child without appropriate consent where required, we will take reasonable steps to delete or restrict such information, subject to applicable law and business requirements.
20. Third-Party Links and Services
Our website, advertisements, emails, social media pages or communication channels may contain links to third-party websites, apps, payment pages, social media platforms, logistics tracking pages or external services.
This Privacy Policy does not apply to third-party websites or services.
Crafts Mill is not responsible for the content, privacy practices, security practices, data collection, cookies, policies or actions of third-party websites or service providers.
You should review the privacy policy and terms of any third-party website or service before using it or submitting personal information.
21. Legal Disclosure and Protection of Rights
We may disclose your information where we believe it is reasonably necessary to:
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Comply with applicable law
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Respond to legal process, court order, subpoena or government request
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Cooperate with law enforcement, regulators or authorities
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Enforce our Terms and Conditions, Warranty Policy, Shipping & Payment Information or other policies
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Protect the rights, property, safety or security of Crafts Mill, customers, employees, service providers or others
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Detect, investigate or prevent fraud, misuse, unauthorised activity or security issues
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Defend or pursue legal claims
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Complete a merger, restructuring, business transfer, sale or similar transaction, where applicable
22. Business Transfers
If Crafts Mill is involved in a merger, acquisition, investment, restructuring, sale of assets, transfer of business, reorganisation or similar transaction, your information may be transferred as part of that transaction.
In such cases, the receiving entity may continue to use your information in accordance with this Privacy Policy or another policy notified to you, subject to applicable law.
23. Limitation of Liability
Crafts Mill will make reasonable efforts to protect your information and process it in accordance with this Privacy Policy and applicable law.
However, to the maximum extent permitted by applicable law, Crafts Mill shall not be liable for indirect, incidental, special, consequential, punitive or additional losses arising from use of the website, third-party services, internet failures, cyber incidents, payment gateway issues, logistics provider systems, customer-side device compromise, unauthorised customer account access due to customer negligence, or events beyond Crafts Mill’s reasonable control.
Nothing in this Privacy Policy is intended to exclude any liability that cannot be excluded under applicable law.
24. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, services, technology, legal requirements, data practices or operational processes.
When we update this Privacy Policy, we will revise the “Last Updated” date at the top of this page.
The updated Privacy Policy will be effective from the date it is posted on the website, unless stated otherwise.
If we make significant changes that materially affect how we process your information, we may provide notice through the website, email, account notification or other appropriate means, where required by law.
You are encouraged to review this Privacy Policy periodically.
25. Contact Us
For questions, comments, requests, grievances or concerns about this Privacy Policy or our privacy practices, please contact:
Crafts Mill India Technologies Private Limited
Attention: Legal / Privacy Team
Plot No. H2-325, Mini Growth Center, 1st Phase, Sangaria RIICO Industrial Area
Email: support@craftsmill.in
Phone: +91 9950633898
We will review privacy-related requests and respond in accordance with applicable law and our internal processes.
