Privacy policy

1. Introduction to this Privacy Policy

1.1. [LIFNEX INTERNATIONAL SDN BHD] ("LIFNEX", "we", "us" or "our") takes your privacy seriously. We are the authorised Malaysian master dealer and retailer of [Urbanista] and other lifestyle technology brands, and we operate the online store at [lifnex.my (the "Store") together with our official storefronts on Shopee, Lazada, TikTok Shop.
1.2. In the course of selling and delivering products to you, servicing warranties and operating the Store, we collect, use, disclose, store and otherwise process data about you, including your personal data.
1.3. This Privacy Policy explains what personal data we collect, how we receive it, why we use it, who we disclose it to, how long we keep it, and the rights and choices available to you. We will only handle your personal data in accordance with this Privacy Policy and applicable law.
1.4. For the purposes of the Personal Data Protection Act 2010, as amended by the Personal Data Protection (Amendment) Act 2024 (together, the "PDPA"), LIFNEX is the data controller of your personal data. This Privacy Policy is issued in Bahasa Malaysia and English; in the event of any inconsistency, the [English] version prevails.
1.5. Please read this Privacy Policy together with any other notice we may give you at the point of collection — for example at checkout, at warranty registration, or when you subscribe to our marketing — so that you are fully aware of how and why your data is being used in that particular context.
1.6. This Privacy Policy operates alongside our Terms of Use, Refund & Return Policy, Shipping & Delivery Policy, and any specific consent clauses you agree to. It is not intended to override them unless we say so expressly.
1.7. By purchasing from us, creating an account, registering a warranty, subscribing to our communications, or otherwise providing your personal data to us, you acknowledge that you have read and understood this Privacy Policy.
1.8. We may update this Privacy Policy from time to time. Changes will be reflected on this page with a revised version date, and we will notify you of material changes by email or by prominent notice on the Store. The version in force when you provide your data, or place an order, governs that interaction.

2. The Personal Data We Collect From You

2.1. "Personal data" means any information relating to you, whether true or not and whether recorded in a material form or not, from which you can be identified — either from that information alone, or from that information together with other information we hold or are likely to hold.
2.2. Depending on how you interact with us, we may collect the following categories of personal data:
(a) Identity data — your name, and where you choose to provide it, your date of birth and gender.
(b) Contact data — your billing address, delivery address, email address, mobile number and any alternative contact number you give us.
(c) Order and transaction data — the products you purchase, order values, order and purchase history, product serial numbers, delivery records, invoices, receipts, returns and refunds.
(d) Payment data — your chosen payment method, transaction and authorisation references, payment status, and where applicable the card type and the last four digits of your card. We do not collect or store your full card number, expiry date, security code (CVV) or online banking credentials. These are captured and processed directly by our payment gateway, and never reach our systems.
(e) Delivery data — recipient name and contact number, delivery address and instructions, courier assignment, tracking events, delivery confirmation and, where applicable, proof of delivery.
(f) Account data — your username, password (stored in encrypted form), saved addresses, order history, wishlist and saved preferences.
(g) Warranty and service data — product model, serial number, date and place of purchase, your proof of purchase, fault descriptions, service history and repair or replacement records.
(h) Marketing and communications data — your marketing preferences and subscription status across email, SMS and WhatsApp; your responses to our campaigns, including whether you opened or clicked a message; your feedback and survey responses; and your correspondence with us by email, chat, WhatsApp, social media or telephone, including support tickets and call notes.
(i) Technical data — your Internet protocol (IP) address, login data, browser type and version, time zone setting, operating system and platform, device type and identifier, screen resolution, and cookie and similar identifiers on the devices you use to access the Store.
(j) Usage data — how you use the Store, including pages and products viewed, time spent, items searched for, cart activity, access times and dates, and the website or advertisement you came from.
(k) Creator and affiliate data — if you apply to or take part in our creator, KOC or affiliate programmes: your social media handles and audience information, content you produce for us, performance data, and for the payment of commissions or fees, your bank account and tax details.
(l) Verification data — where we need to verify your identity in connection with a high-value order, a refund, a suspected fraudulent transaction, or a warranty claim on a serialised product, we may ask you for limited additional documentation. We ask only for what is necessary and retain it only as long as needed to complete the check.
2.3. Sensitive personal data. We do not seek to collect sensitive personal data — such as data concerning your physical or mental health, religious or philosophical beliefs, political opinions, or biometric data — and we ask that you do not submit such data to us. If you send it to us unsolicited, we will delete it unless we are required to retain it by law.
How we receive your personal data
2.4. We may receive personal data directly from you in the following situations:
(a) when you browse the Store, on desktop or mobile;
(b) when you create an account with us;
(c) when you place an order, make a payment, or request a cancellation;
(d) when you request a return, exchange or refund;
(e) when you register a product warranty, whether online or using the registration card supplied in your product box;
(f) when you make a warranty, service or support claim;
(g) when you subscribe to our newsletter or marketing messages;
(h) when you enter a competition, promotion, giveaway or survey, or take part in one of our campaigns;
(i) when you contact us by email, WhatsApp, telephone, live chat or social media;
(j) when you leave a product review or submit user-generated content to us;
(k) when you apply to, or participate in, our creator, KOC or affiliate programmes; and
(l) when you interact with us offline, such as at a roadshow, pop-up or retail activation.
2.5. We may also receive personal data about you indirectly:
(a) automatically, through cookies, pixels and similar technologies when you use the Store (see Section 10);
(b) from marketplace operators — Shopee, Lazada, TikTok Shop— where you purchase a LIFNEX product through their platform and they pass us the data required to fulfil, service or warrant your order;
(c) from our service providers — including payment gateways, courier partners and customer service tools;
(d) from advertising and analytics platforms — which report campaign and website performance to us; and
(e) from our authorised dealers — where you register a warranty for a product bought from one of them.
2.6. Where we receive your personal data from a third party, we collect it only where permitted by law and only for the purposes described in this Privacy Policy or for which that third party was engaged.
2.7. Accuracy. You must provide personal data that is accurate and not misleading, and keep it up to date by informing us of any changes. Where necessary, we may ask for supporting documentation to verify the data you have given us.
2.8. Data about other people. If you give us personal data about another person — for example when you send a gift, nominate a delivery recipient, or provide an alternative contact — you confirm that you are authorised to do so, and that you have informed them how their data will be used under this Privacy Policy.
2.9. Social sign-in. If you create or link your account using a third-party service such as Google or Facebook, we may receive limited profile data from that provider in accordance with its own policies and the permissions you grant there. We will handle that data in accordance with this Privacy Policy.
2.10. If you choose not to provide data. Some personal data is necessary for us to perform our contract with you. If you choose not to provide it, or later withdraw your consent, we may be unable to process your order, arrange delivery, provide warranty or service support, or give you access to certain features of the Store.

3. Use and Disclosure of Your Personal Data

Purpose of use
3.1. We may use the personal data we collect from you, or receive about you, for the following purposes:
(a) Processing and fulfilling your order
to accept, verify, process and fulfil the orders you place;
to verify and carry out payment transactions, including card payments, FPX and online banking transfers, e-wallet payments and buy-now-pay-later arrangements — which requires payment data to be transferred to our payment gateway and the financial institutions behind it;
to arrange delivery of your order, which requires us to pass delivery data to our courier partners and, where relevant, to customs or another regulatory authority;
to keep you informed of the status and tracking of your delivery;
to issue order confirmations, invoices, receipts and other transaction documents; and
to process cancellations, returns, exchanges and refunds.
(b) Providing your account and customer service
to create, administer and secure your account with us;
to respond to your enquiries, requests, feedback, claims and disputes, whether directly or through our service providers;
to register and validate your product warranty and to verify that a product is a genuine unit distributed by LIFNEX;
to handle warranty, repair, replacement and service claims, which may require us to share limited data with the relevant brand principal or authorised service centre;
to notify you of a product recall, safety notice or firmware update affecting a product you own; and
to display your name or username alongside any product review you choose to publish.
(c) Marketing and advertising — where you have opted in
to send you newsletters, promotional offers, product news, launch announcements and event invitations by email, SMS or WhatsApp;
to tell you about products and services we think you may find useful;
to personalise the Store and recommend products likely to interest you;
to plan, deliver, target and measure our advertising campaigns on platforms including Meta, TikTok and Xiaohongshu; and
to use content you voluntarily submit to us — such as reviews, photographs or videos — in our marketing, where you have given us permission to do so.
(d) Legal, security and operational purposes
to verify your identity where necessary;
to prevent, detect and investigate fraud, payment fraud, chargeback abuse, and fraudulent or grey-market warranty claims;
to protect against counterfeit and parallel-imported goods being presented to us as genuine;
to investigate suspected breaches of our Terms of Use or this Privacy Policy, and to enforce our rights;
to store, host and back up your personal data securely;
to produce statistics and records required for internal, tax, audit and statutory reporting purposes;
to comply with our legal and regulatory obligations, including responding to lawful requests from law enforcement, regulators, courts or other authorities; and
where necessary to prevent a threat to life, health or safety.
(e) Analytics, research and business development
to understand how customers use the Store and improve its layout, content, navigation and performance;
to analyse sales, product performance and customer trends;
to conduct surveys and research into customer preferences and behaviour;
to test and improve our systems, processes and service levels; and
to develop our product range and plan future launches.
3.2. Basis for use. Where our use of your personal data relies on your consent — such as marketing and non-essential cookies — you may withdraw that consent at any time (see Sections 4 and 6). Where our use is necessary to perform our contract with you, to comply with a legal obligation, or to protect against fraud, we may continue to process your data for those purposes notwithstanding a withdrawal of marketing consent.
3.3. We will not use your personal data for a materially different purpose without first informing you and, where required by law, obtaining your consent.
Who we disclose your personal data to
3.4. We may share your personal data with the following categories of recipient, and only to the extent necessary for the purposes set out above:
(a) Payment gateways and financial institutions — the banks, card networks, e-wallet operators and buy-now-pay-later providers behind them;
(b) Couriers and logistics partners we appoint, together with any warehousing or fulfilment provider we engage;
(c) Technology and platform providers — including Shopify (store and checkout hosting), our email marketing platform, analytics providers, customer support and helpdesk tools, and cloud hosting providers;
(d) Advertising and analytics platforms — including Meta, TikTok,and [Google], where you have consented to marketing and analytics cookies;
(e) Brand principals and service centres — On brands we distribute, and their authorised service partners, where required to process a warranty claim, service request, technical escalation or product recall;
(f) Marketplace operators — Shopee, Lazada, TikTok Shop and Xiaohongshu, where your order was placed through their platform;
(g) Authorised dealers — where a warranty or service matter relates to a purchase made from that dealer;
(h) Professional advisers and insurers — our auditors, accountants, tax agents, lawyers and insurers, each under duties of confidentiality; and
(i) Authorities — where disclosure is required by law, court order, or a lawful request from a regulator or law enforcement agency.
3.5. When we disclose your personal data to any of the above, we take reasonable steps to ensure they protect it against unauthorised access, use, disclosure or similar risks, use it only for the purposes for which we disclosed it, and retain it only for as long as necessary.
3.6. We do not sell your personal data, and we do not disclose it to third parties for their own independent marketing purposes.
3.7. Corporate transactions. We may disclose your personal data in connection with a proposed or actual restructuring, merger, sale or acquisition of all or part of our business, subject to the recipient being bound to protect it consistently with this Privacy Policy and applicable law.
International transfer of personal data
3.8. Some of our service providers process personal data outside Malaysia — for example Shopify, our email marketing platform, and the advertising and analytics platforms named above.
3.9. Where we transfer your personal data outside Malaysia, we do so only where the receiving jurisdiction has in force a law substantially similar to the PDPA, or otherwise ensures an adequate level of protection at least equivalent to that afforded by the PDPA, and where appropriate contractual safeguards are in place with the recipient. We assess each transfer before it takes place, and keep those assessments under review.
Third party services
3.10. Where you accept a service offered by a third party through or alongside the Store — for example a buy-now-pay-later facility, an instalment plan, or a delivery provider's own tracking service — your use of that service is governed by the agreement between you and that provider. From the point you accept their offering, that provider acts as the data controller of the data you give them, under their own privacy policy. Any query or complaint about that service should be directed to them.

4. Withdrawal of Consent

4.1. You may withdraw your consent to our continued collection, use, disclosure, storage or processing of your personal data at any time by contacting us using the details in Section 12, subject to any legal or contractual restrictions that apply.
4.2. If you withdraw your consent, we may be unable to continue providing certain services to you or to perform our contract with you — for example, we may be unable to complete an order in progress, arrange a delivery, process a refund, or provide warranty service. Where this is the case, we will tell you before acting on your request. Our legal rights and remedies are reserved.
4.3. We may also be required to retain certain personal data even after you withdraw consent, where the law obliges us to keep it — for example accounting and tax records (see Section 8).
Marketing
4.4. You may unsubscribe from marketing at any time using the unsubscribe link in any marketing email, by replying STOP to a marketing SMS or WhatsApp message, through your account settings, or by contacting us using the details in Section 12. We will action your request promptly.
4.5. Opting out of marketing does not stop essential service messages, which we send as part of performing our contract with you. These include order confirmations, payment receipts, dispatch and tracking notifications, delivery updates, return and refund updates, warranty correspondence, and product recall or safety notices.

5. Updating Your Personal Data

5.1. It is important that the personal data we hold about you is accurate, complete and current. You are responsible for informing us of any changes, or if you believe the data we hold is inaccurate, incomplete, misleading or out of date.
5.2. You can review and update most of your personal data at any time through your account on the Store, or by contacting us using the details in Section 12.
5.3. Where we have shared your personal data with a third party and it remains necessary for the purposes described in this Privacy Policy, we will take reasonable steps to pass on any correction you make.

6. Accessing and Correcting Your Personal Data, and Your Other Rights

6.1. Under the PDPA, you have the right to:
(a) access the personal data we hold about you, and ask how it has been or may have been used and disclosed;
(b) correct personal data that is inaccurate, incomplete, misleading or out of date;
(c) withdraw consent to any processing that relies on your consent (see Section 4);
(d) require us to stop processing your personal data for the purposes of direct marketing;
(e) limit processing that is causing, or is likely to cause, you damage or distress; and
(f) request the portability of your personal data to another data controller, where this is technically feasible and the data was provided by you.
6.2. To exercise any of these rights, contact us using the details in Section 12, giving us enough information to identify you and to understand what you are asking for. We will respond within 21 days. We may need to verify your identity, or ask for further information about your request, before we act on it.
6.3. Where permitted by law, we may charge a reasonable prescribed fee for processing a data access request. We will tell you the fee before proceeding.
6.4. We may decline a request where the law permits — for example where we are required to retain the data for legal, tax or audit purposes; where the request is manifestly unreasonable, vexatious or repetitive; or where complying would disclose another person's personal data. Where we decline, we will tell you why.

7. Security of Your Personal Data

7.1. To protect your personal data against loss, misuse, and unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks, we apply appropriate administrative, physical and technical measures, including:
(a) restricting access to personal data to those staff and service providers who require it for their role;
(b) encrypting data in transit using secure (HTTPS/TLS) connections across the Store and at checkout;
(c) using PCI-DSS compliant payment providers, so that full card and banking credentials are never captured or stored by us;
(d) applying access controls, authentication requirements and activity logging to our systems;
(e) carrying out due diligence on service providers before engaging them, and imposing contractual obligations on them to protect personal data; and
(f) securely deleting or destroying records at the end of their retention period.
7.2. No method of transmission over the Internet, or of electronic storage, is completely secure. While we cannot guarantee absolute security, we review and strengthen our safeguards on an ongoing basis. You are responsible for keeping your account password confidential. If you believe your account has been compromised, change your password and contact us immediately.

8. Minors

8.1. The Store is intended for use by adults. We do not knowingly sell to, or collect personal data from, any person under the age of 18 without the consent of a parent or legal guardian.
8.2. By using the Store, you confirm that you are of legal age to enter into a binding contract, or that you are using the Store with the involvement and consent of a parent or legal guardian.
8.3. If you are a parent or legal guardian and believe that a minor in your care has provided us with personal data without your consent, please contact us using the details in Section 12 and we will delete it.

9. Cookies and Similar Technologies

9.1. We and our authorised service providers use cookies, pixels, web beacons and similar technologies in connection with your use of the Store.
9.2. Cookies are small text files placed in your browser or device when you visit a website. They allow a site to recognise a particular browser or device. Pixels and web beacons are small pieces of code or graphics that allow us to understand whether a page has been viewed or a message opened.
9.3. When you visit the Store, our servers automatically record the technical and usage data described in Section 2, which we use to keep the Store working, secure it, understand how it is used, and improve it.
9.4. We use three categories of cookie:
(a) Strictly necessary cookies — required for core functions such as your cart, checkout, login, fraud prevention and site security. These cannot be switched off.
(b) Analytics and performance cookies — such as [Google Analytics 4] and Shopify analytics, which help us understand how the Store is used and where it can be improved.
(c) Advertising and retargeting cookies — such as the [Meta Pixel] and [TikTok Pixel], which help us show you relevant advertising and measure the effectiveness of our campaigns.
9.5. On your first visit, you can accept or reject non-essential cookies through our cookie banner, and you can change your preferences at any time through [Cookie Settings] in the footer of the Store. You can also manage or delete cookies through your browser or device settings. Please note that disabling certain cookies may affect checkout, login and other core functions.

10. Third Party Sites

10.1. The Store and our social media channels may contain links to websites and platforms operated by others, including marketplace listings, payment gateways, courier tracking pages and brand websites.
10.2. This Privacy Policy does not apply once you leave the Store. We are not responsible for the privacy practices of those operators, and we encourage you to review their privacy policies to understand how they handle your data.

11. Questions, Requests and Complaints

11.1. If you have a question, request or complaint about this Privacy Policy or about how we handle your personal data, please contact:
LIFNEX INTERNATIONAL SDN BHD
J-7-G, Block J, Setia Walk, Persiaran Wawasan, 47160 Puchong, Selangor, Malaysia
Email: [admin@lifnex.my ] Business hours: [Monday–Friday, 9.00am–6.00pm MYT, excluding public holidays]11.2. We aim to acknowledge every privacy enquiry.
We may update this policy from time to time. The version published on our website at the time you place your order governs that order.