P02 · Revision 2
Privacy notice
Who is responsible
SCENTRIC SOLUTIONS TRADING L.L.C, trading as Scentric®, is responsible for the personal information described in this notice in its capacity as the controller for its own customer-facing processing. You can contact us about privacy at privacy@scentric.ae, using “Privacy request” in the subject line where email is used. Our address is Office 602, Trade Centre First, Bur Dubai, Dubai, UAE, P.O. Box 22001. If a separate controller is involved in a service, we will identify that arrangement where it matters to you.
This notice covers the Scentric® website, customer enquiries, retail orders, delivery coordination, returns, device support, complaints and marketing choices. It does not automatically cover an independently operated third-party service. For any connected-device or application features, additional information will explain their actual data processing.
Information we handle
For an enquiry, we may receive your name if supplied, email address, message and any contact details you choose to provide. For an order, relevant information includes customer and recipient names, billing and delivery addresses, contact details, order contents, payment status and transaction references. For a business enquiry, it may include your business role and the details needed to respond to that enquiry.
For returns, warranty support and complaints, we may receive purchase evidence, device model or serial number, batch or product identifiers, photographs and a description of the issue. Please do not include unrelated identification documents, medical records, card details or information about other people unless we specifically explain why a limited item is necessary and provide an appropriate channel.
The website may generate technical records such as IP address, device or browser information, access events and security logs. P03 explains cookies and similar technologies.
Payment information is processed through the intended Ziina card-payment arrangement. The checkout will identify the provider and explain which information is handled by Scentric® and which is handled by the provider.
Why we use information
We use the information necessary to respond to your enquiry, prepare and administer an order, arrange delivery, handle payment reconciliation, provide support, manage returns or warranty claims, and resolve a complaint. We also keep records needed to meet applicable legal, tax, accounting and regulatory duties and to protect the service against fraud and misuse.
Promotional communications and optional tracking are handled separately from the service you request. Where consent is the required basis, the request will be clear and you can withdraw it through the stated control. We do not treat every use of information as consent.
We do not require optional marketing consent for a purchase, support, refund or loyalty membership. We will not repurpose a private support message as a testimonial, audience profile or public story without an appropriate lawful basis and any required permission.
Who receives information
We share only the information needed for the relevant purpose with approved recipients. Depending on the service you use, these may include payment providers, delivery partners, website hosting and support providers, customer-service systems and professional advisers. Authorities may receive information where disclosure is legally required.
A recipient acting on our instructions must be governed by appropriate obligations. A provider acting independently is responsible for its own processing and notice. We do not describe all providers as processors simply because they supply a service to Scentric®. Any new use involving an advertising audience or a new independent recipient must be assessed and disclosed before it starts.
Processing outside the UAE
We will assess the applicable transfer requirements before processing information outside the UAE. This notice does not itself authorize an unrestricted transfer or claim that every destination has an equivalent legal regime.
How long information is kept
We keep information for the period needed for its stated purpose and any applicable legal requirement. Order and invoice records, support files, security logs, marketing permission records and unsuccessful enquiries may need different retention periods. Where a dispute or lawful preservation duty applies, the relevant records may be retained for that limited reason.
When retention is no longer justified, we delete, anonymize or otherwise dispose of the information securely under the approved process. Suppression information may be retained in a limited form to avoid sending marketing to someone who has opted out. We do not promise immediate deletion of every record when accounting, dispute or legal duties require retention.
Your choices and rights
Subject to the law that applies and its conditions, you may request information about processing, correction of inaccurate information, erasure or restriction, and a copy or transfer of information where that right applies. You may withdraw consent where processing relies on it and object to direct marketing, including related profiling. Withdrawal does not by itself make earlier lawful processing unlawful.
Send a request to privacy@scentric.ae. Tell us the request and the information needed to locate the relevant account or order. We will verify identity proportionately, explain any necessary limitation and respond under the applicable legal requirements. We will not ask for more identity information than is reasonably needed. If a request concerns another person's information, we will check authority before disclosing it.
You may also raise a privacy concern through P08. This does not prevent you from using an external complaint route available under applicable law.
Security and changes
We use safeguards appropriate to the information and processing risk, including controlled access and incident handling as supported by our verified systems. No website, transmission method or storage system is risk free. Where a personal-data incident triggers a notification duty, we will follow the applicable requirements; this notice does not invent a universal reporting deadline.
We will update this notice when our practices or legal obligations change and identify the effective version. If a new purpose requires a new choice or notice, updating this page alone will not replace that step.