Privacy policy

1. Introduction

This Privacy Policy (“Policy”) describes how Granova (“we,” “us,” “our,” or the “Company”), the operator of the website Granova available at https://granovaeg.com (the “Website”), collects, uses, stores, discloses, transfers, and protects information relating to visitors, customers, registered users, and other individuals who interact with us (collectively, “you” or “User”).

We are committed to protecting your privacy and handling your personal data in a transparent, lawful, and secure manner. This Policy is intended to help you understand what information we process, why we process it, the legal grounds on which we rely, the rights available to you, and how you can exercise those rights.

By accessing or using the Website, placing an order, creating an account, subscribing to communications, or otherwise providing personal data to us, you acknowledge that you have read and understood this Policy. If you do not agree with any part of this Policy, please discontinue use of the Website.

2. Who We Are

Granova is the data controller responsible for the personal data collected through the Website. The Website is primarily directed at customers located in Egypt, but it may also be accessed from other jurisdictions.

For any questions, requests, or concerns relating to this Policy or to the processing of your personal data, you may contact us using the details set out in Section 20 (“Contact Information”) below.

3. Definitions

  • Personal Data: any information that identifies or can reasonably be used to identify an individual, directly or indirectly, such as a name, email address, phone number, postal address, IP address, or device identifier.
  • Processing: any operation performed on personal data, including collection, recording, storage, use, disclosure, transfer, and deletion.
  • User / You: any individual who visits, browses, registers on, or purchases from the Website.
  • Service Providers: third parties engaged by us to perform functions on our behalf, such as hosting, shipping, analytics, advertising, customer support, and marketing.
  • Cookies: small data files stored on your device when you access the Website, used to remember preferences, analyze usage, measure advertising, and improve performance.

4. Personal Data We Collect

We collect personal data both directly from you and automatically through your use of the Website.

4.1 Information You Provide Directly

  • Identity and contact details: full name, shipping address, governorate, city, email address, and telephone number.
  • Order information: the products you purchase, order history, delivery instructions, and communications related to your orders.
  • Customer support communications: messages you send us through WhatsApp, email, contact forms, social media, or telephone, including any attachments or photos you share.
  • Marketing and subscription data: your consent or preferences regarding newsletters, promotional offers, and product updates.
  • Reviews and feedback: any reviews, ratings, comments, or photos you submit on the Website.

4.2 Information Collected Automatically

  • Device and browser data: device type, operating system, browser type and version, language preferences, and screen resolution.
  • Network data: IP address, internet service provider, approximate location derived from IP, and connection type.
  • Usage data: pages visited, time spent on each page, products viewed, links clicked, referring URL, search terms entered on the Website, and interaction events such as adding to cart or placing an order.

4.3 Information from Third Parties

We may also receive information about you from shipping carriers (delivery status), analytics and advertising partners (such as Google and Meta), and social media platforms when you choose to interact with us through them.

5. Purposes for Which We Use Personal Data

We process your personal data to:

  • Create and manage your account.
  • Process and fulfil your orders, including confirmation, shipment, delivery, returns, exchanges, and refunds.
  • Provide customer service, respond to inquiries, resolve complaints, and handle warranty requests.
  • Send transactional communications such as order confirmations and shipping updates.
  • Send marketing communications and offers where you have agreed to receive them, with the option to opt out at any time.
  • Operate, maintain, secure, and improve the Website and our products.
  • Analyze how visitors use the Website and measure the performance of our advertising.
  • Show you relevant ads on other platforms, such as Google, YouTube, Facebook, and Instagram.
  • Detect, prevent, and investigate fraud, fake orders, and violations of our Terms.
  • Comply with applicable laws and lawful requests from public authorities.
  • Establish, exercise, or defend legal claims and protect our rights, property, and safety.

6. Legal Bases for Processing

Where applicable data-protection laws require a legal basis for processing, we rely on one or more of the following:

  • Performance of a contract: to fulfil your order and provide the services you request.
  • Consent: where you have given consent, for example to receive marketing messages. You may withdraw consent at any time.
  • Legitimate interests: such as securing the Website, preventing fraud, measuring our advertising, and improving our services, provided those interests are not overridden by your rights.
  • Legal obligation: to comply with applicable tax, accounting, and consumer-protection laws.

7. How Long We Retain Personal Data

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting, and tax obligations:

  • Order records are retained for the period required by applicable tax and commercial laws.
  • Customer support communications are retained as long as needed to handle the matter and for a reasonable period afterwards for quality and dispute resolution.
  • Marketing data is retained until you unsubscribe or withdraw consent.
  • Analytics data is retained for a limited period and aggregated or anonymized where possible.

Once retention periods expire, we securely delete or anonymize the data.

8. Cookies and Tracking Technologies

Our Website uses essential cookies to operate the site and keep the items in your shopping cart. We also use analytics and advertising tools from partners such as Google and Meta (Facebook and Instagram) to understand how visitors use our Website, measure the performance of our ads, and show you relevant ads. These tools may collect information such as the pages you visit, the products you view, and your device type.

You can control or delete cookies through your browser settings, and manage your ad preferences through your Google and Meta account settings. Disabling some cookies may affect how the Website works.

9. Sharing of Personal Data with Third Parties

We do not sell your personal data. We share your data only with selected recipients, and only to the extent necessary for the purposes described in this Policy.

9.1 Service Providers

  • Shipping and logistics partners: couriers that deliver your orders and collect cash-on-delivery payments. We share only the information necessary, such as your name, address, and phone number.
  • Hosting and e-commerce platform providers: companies that host and operate the Website.
  • Analytics and advertising partners (such as Google and Meta): browsing data and device identifiers, to measure and improve the performance of our ads.
  • Communication tools: providers used to send order updates and marketing messages by email, SMS, or WhatsApp.
  • Customer support tools: platforms used to assist you.

9.2 Legal Disclosures

We may disclose personal data when we believe in good faith that disclosure is necessary to (i) comply with applicable law, regulation, court order, or governmental request; (ii) enforce our Terms; (iii) detect, prevent, or address fraud, security, or technical issues; or (iv) protect the rights, property, or safety of the Company, our users, or the public.

9.3 Business Transfers

If we are involved in a merger, acquisition, restructuring, or sale of assets, personal data may be transferred to the relevant third party as part of the transaction, subject to confidentiality obligations and applicable law.

10. International Data Transfers

Some of our service providers, such as our hosting and advertising partners, may store data on servers outside Egypt. When this happens, we take reasonable steps to ensure the data receives an adequate level of protection.

11. Data Security

We use appropriate technical and organizational measures to protect personal data against unauthorized access, alteration, disclosure, loss, or destruction, including encryption in transit (TLS/HTTPS) and restricted access controls.

However, no method of transmission over the Internet or electronic storage is completely secure, and we cannot guarantee absolute security. You are responsible for keeping your account credentials confidential.

12. Your Rights

Subject to applicable law, you may have the right to:

  • Access the personal data we hold about you.
  • Request correction of inaccurate or incomplete data.
  • Request deletion of your data in certain circumstances.
  • Object to processing for direct marketing purposes.
  • Withdraw your consent at any time, where processing is based on consent.

To exercise any of these rights, contact us at Granovaeg@gmail.com or on WhatsApp at 01011905590. We may need to verify your identity before responding.

13. Marketing Communications

If you have agreed to receive marketing communications, you may opt out at any time by clicking the “unsubscribe” link in any email we send or by contacting us directly. Even if you opt out, we will continue to send you messages related to your orders.

14. Children’s Privacy

The Website is not directed to children under 18. We do not knowingly collect personal data from children. If we become aware that we have collected such data without parental consent, we will delete it.

15. Third-Party Links and Services

The Website may contain links to third-party websites or services, such as our social media pages. This Policy does not apply to those third parties, and we are not responsible for their privacy practices.

16. Automated Decision-Making

We do not use your personal data to make automated decisions that produce legal effects concerning you. All orders are reviewed and handled by our team.

17. Updates to This Policy

We may update this Policy from time to time to reflect changes in our practices or legal obligations. The most current version will always be posted on this page. Your continued use of the Website after changes take effect constitutes acceptance of the updated Policy.

18. Complaints and Privacy Concerns

If you have any concerns about how we handle your personal data, please contact us first so that we can address them.

19. Governing Law

This Policy is governed by the laws of the Arab Republic of Egypt.

20. Contact Information

If you have questions, requests, or complaints concerning this Policy, please contact us: