Privacy policy

Privacy, Cookies, and Communications Policy

Effective date: July 1, 2026
Last updated: July 1, 2026

At Luzdan, we respect the privacy of our customers and visitors. This Privacy Policy explains what information we may collect, how we use it, with whom we may share it, how we protect the information, and what choices the customer has regarding their data and communications.

This policy applies to our online store, physical store, orders, forms, messages, social media, communications by phone, email, SMS, WhatsApp, payment platforms, delivery services, and other official Luzdan channels.

By using our website, making a purchase, communicating with us, submitting information, or using our services, the customer accepts the practices described in this Privacy Policy.

1. Information We May Collect

Luzdan may collect information that the customer provides directly, information generated during the purchase process, and certain technical information when visiting our website.

The information may include:

• First name.

• Last name.

• Phone number.

• Email address.

• Delivery address.

• Billing address.

• Order information.

• Purchase history.

• Products purchased or viewed.

• Messages sent through social media, email, SMS, WhatsApp, forms, or phone.

• Communication preferences.

• Information related to claims, exchanges, or returns.

• Photos sent by the customer for claims or customer service.

• Information necessary to process payments, deliveries, and pickups.

Luzdan does not request sensitive information that is unnecessary to complete a purchase or provide customer service.

1. Payment Information

Payments may be processed through third-party platforms, payment processors, banks, cards, digital wallets, or external systems.

Luzdan does not necessarily store full credit or debit card numbers. Payment information may be processed directly by external providers that apply their own security measures, terms, and privacy policies.

We may receive limited information related to the transaction, such as payment confirmation, payment method, last digits of the card, date, amount, payment status, or reference number, as necessary to complete the purchase, handle claims, issue receipts, or comply with commercial and legal obligations.

1. Information Collected Automatically

When the customer visits our website, we may automatically collect certain technical information, including:

• IP address.

• Device type.

• Browser.

• Operating system.

• Pages visited.

• Browsing time.

• Products viewed.

• Traffic source.

• Interactions with ads, buttons, or forms.

• Approximate location information derived from the connection or device.

• Cookie, pixel, or similar technology identifiers.

This information may be collected through cookies, pixels, tags, analytics tools, advertising platforms, or similar technologies.

1. Use of Information

Luzdan may use the information collected to:

• Process purchases.

• Confirm orders.

• Coordinate deliveries.

• Coordinate in-store pickups.

• Process payments.

• Issue receipts.

• Respond to customer questions.

• Handle exchanges, returns, and claims.

• Verify order information.

• Prevent fraud or abuse.

• Improve products, services, and the shopping experience.

• Personalize the customer experience.

• Send transactional communications.

• Send promotional communications when the customer has provided the corresponding consent or when permitted by law.

• Measure the performance of ads and campaigns.

• Analyze website traffic and usage.

• Comply with legal, tax, accounting, regulatory, or security obligations.

1. Transactional Communications

Luzdan may communicate with the customer regarding matters related to a purchase, order, or requested service. These communications may include:

• Order confirmations.

• Receipts.

• Order updates.

• Delivery coordination.

• Pickup information.

• Questions about address or availability.

• Inventory notifications.

• Claims.

• Exchanges.

• Returns.

• Customer service.

• Important alerts related to a transaction.

These communications are necessary to complete or handle a customer request and are not necessarily considered promotional communications.

1. Promotional Communications, Email, SMS, and WhatsApp

Luzdan may send promotional communications, offers, discounts, news, campaigns, product recommendations, or marketing messages by email, SMS, WhatsApp, social media, or other means only when the customer has given consent, when there is a commercial relationship permitted by law, or when allowed by applicable rules.

Consent to receive promotional communications is not a condition for purchasing products from Luzdan.

The customer may unsubscribe from promotional communications at any time using the available mechanisms, such as:

• Unsubscribe link in promotional emails.

• Replying STOP, ALTO, BAJA, or a similar instruction in SMS or WhatsApp messages, when applicable.

• Contacting Luzdan directly.

• Adjusting communication preferences when the platform allows it.

Even if the customer unsubscribes from promotional communications, Luzdan may continue sending transactional communications related to orders, payments, deliveries, claims, or requested services.

1. Cookies and Similar Technologies

Our website may use cookies, pixels, tags, local storage, analytics tools, and similar technologies to operate properly, remember preferences, analyze traffic, improve the user experience, and measure advertising campaigns.

These technologies may be used to:

• Maintain the shopping cart.

• Remember preferences.

• Analyze visits and behavior on the website.

• Measure conversions.

• Understand which products interest customers.

• Show relevant ads.

• Perform retargeting or remarketing.

• Improve website security.

• Detect technical errors.

Some cookies are necessary for the website to function. Others may be used for analytics, personalization, or advertising.

The customer may control or limit cookies through their browser or device settings. However, disabling certain cookies may affect the operation of the website, shopping cart, forms, payments, or preferences.

1. Analytics and Advertising Tools

Luzdan may use third-party tools for analytics, advertising, measurement, retargeting, email marketing, campaign management, and website optimization. These tools may include, depending on the services active at any given time:

• Shopify.

• Google Analytics.

• Google Ads.

• Meta Pixel.

• Facebook / Instagram Ads.

• TikTok Pixel.

• Email marketing platforms.

• Ecommerce tools.

• Form tools.

• Conversion measurement tools.

• CRM or customer management platforms.

These platforms may collect information through cookies, pixels, identifiers, browsing data, purchase events, or interactions with the website. The use of this information may also be subject to the privacy policies of those platforms.

1. With Whom We May Share Information

Luzdan may share customer information only when necessary to operate the business, complete a transaction, provide service, comply with legal obligations, or protect rights.

We may share information with:

• Payment processors.

• Banks or financial institutions.

• Ecommerce platforms.

• Delivery, courier, or transportation services.

• Technology providers.

• Hosting providers.

• Email, SMS, or WhatsApp platforms.

• Analytics and advertising tools.

• Accounting, legal, or administrative services.

• Government, regulatory, or legal authorities when required.

• Providers that support Luzdan’s operations under reasonable instructions.

Luzdan does not sell customers’ personal information as a primary business activity. However, certain advertising or tracking tools may use data for measurement, segmentation, or retargeting according to their own practices and configurations.

1. Social Media and Direct Messages

If the customer communicates with Luzdan through Facebook, Instagram, TikTok, Messenger, WhatsApp, or other platforms, the communication will also be subject to the privacy policies and terms of those platforms.

Luzdan may use the information received through those channels to:

• Answer questions.

• Process orders.

• Confirm details.

• Coordinate deliveries.

• Handle claims.

• Follow up on requests.

• Provide customer service.

The customer should not send unnecessary sensitive information through social media or direct messages.

1. Retention of Information

Luzdan will retain personal information for as long as reasonably necessary to:

• Complete purchases.

• Maintain order records.

• Comply with legal, tax, accounting, or commercial obligations.

• Handle claims.

• Resolve disputes.

• Prevent fraud.

• Maintain customer service history.

• Comply with requirements from platforms, banks, or providers.

When the information is no longer necessary, Luzdan may delete it, anonymize it, or retain it only as permitted or required by law.

1. Security

Luzdan takes reasonable measures to protect personal information against unauthorized access, loss, misuse, alteration, or unauthorized disclosure.

However, no system, internet transmission, payment platform, social network, email, SMS, WhatsApp, or storage method is completely secure. The customer acknowledges that the use of digital channels carries certain risks.

The customer is also responsible for protecting their devices, accounts, passwords, email access, phone, and social media accounts.

1. Customer Rights and Choices

The customer may contact Luzdan to request, as applicable:

• Reasonable access to personal information provided.

• Correction of incorrect information.

• Updating of contact information.

• Deletion of information, when possible and when there is no obligation to retain it.

• Cancellation of promotional communications.

• Information about an order, purchase, or claim.

Luzdan may request additional information to verify the identity of the requester before processing certain requests.

Some requests may be limited by legal, tax, accounting, security, pending claim, fraud prevention, or legitimate business obligations.

1. Children’s Privacy

Luzdan’s website and services are not directed to children under 13 years of age.

Luzdan does not intentionally collect personal information from children under 13 without verifiable consent from a parent or legal guardian.

If a parent or legal guardian believes that a minor has provided personal information to Luzdan without authorization, they may contact us to evaluate the deletion of that information, subject to applicable obligations.

1. Transfers and Services Outside Puerto Rico

Some technology providers, payment platforms, ecommerce platforms, hosting providers, messaging providers, analytics providers, advertising providers, or customer service providers may operate outside Puerto Rico or the United States.

By using Luzdan’s services, the customer acknowledges that their information may be processed, stored, or transmitted by providers located in different jurisdictions, subject to their security measures and applicable policies.

1. Changes to This Privacy Policy

Luzdan reserves the right to modify, update, or replace this Privacy Policy at any time.

The current version will be the one published on our website. Continued use of Luzdan’s website, services, or channels after an update has been published will constitute acceptance of the updated policy.

1. Contact

For questions about this Privacy Policy, personal data, cookies, communications, or contact preferences, you may contact Luzdan by:

Phone: 787-798-7350
Hours: Monday to Saturday, 8:00 a.m. – 5:00 p.m.
Sunday: Closed

You may also send us a private message through our official social media channels:

• Facebook Messenger

• Instagram DM

• TikTok

For privacy-related requests, please include your name, contact information, and a clear description of your request.