Privacy Policy

Last updated: October 22, 2026

At AVAHEL, privacy is an essential part of the trust we build with every client. We are committed to treating your personal information with care, discretion, and respect, while providing a considered shopping experience across our watches and jewellery collections.

This Privacy Policy explains how AVAHEL (“AVAHEL,” “we,” “us,” or “our”) collects, uses, stores, and shares personal information when you visit our website, browse our collections, create an account, place an order, communicate with our Client Concierge, or otherwise interact with our services.

Our online store is powered by Shopify, which provides the e-commerce platform that enables us to present our collections and serve our clients.

By using our website, you acknowledge that you have had the opportunity to read this Privacy Policy. Where applicable law requires consent for a particular use of personal information, we will seek that consent separately rather than relying solely on your use of the website.

1. Personal Information We Collect

The information we collect depends on how you interact with AVAHEL, the services you use, and the choices you make.

A. Personal and Contact Information

When you place an order, create an account, or contact us, we may collect:

• Your name.
  
• Email address.
  
• Telephone or mobile number.
  
• Billing and delivery addresses.
  
• Account details and saved preferences.
  
• Information you voluntarily provide when communicating with our team.

B. Order and Transaction Information

To fulfil purchases and provide after-sales assistance, we may collect information relating to:

• Products purchased, viewed, or added to your cart.
• Order numbers, order history, and transaction dates.
• Payment method and payment confirmation.
• Delivery, dispatch, and tracking information.
• Returns, refunds, exchanges, and warranty-related requests.
• Gift purchases and relevant delivery instructions.

C. Payment Information

AVAHEL may offer payment methods such as debit or credit cards, Cash on Delivery (COD), bank transfers, and other payment services made available at checkout.

Payment information is processed through the relevant payment provider or service, as applicable. We may receive transaction confirmations, payment status, limited payment details, and records necessary to reconcile orders.

We do not intentionally store complete payment card numbers or card security codes on our own systems. Payment information may be collected and processed by Shopify or the relevant payment provider in accordance with its own security and privacy practices.

D. Device and Website Usage Information

When you visit our website, certain information may be collected automatically, including:

• Internet Protocol (IP) address.
• Browser type, operating system, and device information.
• Website pages visited and products viewed.
• Referring pages and general browsing activity.
• Approximate location derived from technical information, where available.
• Cookie identifiers and similar online tracking information.

This information helps us maintain website functionality, understand customer preferences, improve performance, and protect our services against misuse.

E. Communications and Client Concierge Information

If you contact AVAHEL through email, telephone, WhatsApp, social media, or another customer support channel, we may retain the information you provide, including your enquiries, order details, feedback, and correspondence.

We use these records to respond to your requests, provide after-sales assistance, resolve disputes, and maintain appropriate service records.

F. Marketing Preferences

If you subscribe to our communications or otherwise choose to receive promotional messages, we may collect your marketing preferences and records of your subscription, consent, or opt-out.

These records help us respect your communication choices and avoid sending promotional messages where you have withdrawn your permission or opted out.

2. How We Collect Information

We collect personal information through the following sources:

Directly from you: When you browse our website, create an account, place an order, subscribe to updates, contact our team, or submit a return or warranty request.

Automatically through our website: Through cookies, server logs, pixels, and similar technologies, subject to applicable consent requirements and your privacy settings.

Through service providers: From Shopify, payment processors, delivery partners, analytics services, customer support tools, and other providers involved in operating our store.

Through third-party platforms: When you interact with AVAHEL through social media, advertising platforms, or other external services, subject to the privacy settings and practices of those platforms.

We aim to collect only information that is reasonably relevant to the purposes described in this policy.

3. How We Use Your Personal Information

AVAHEL uses personal information for legitimate business purposes, including the following.

A. Order Processing and Delivery

We use your information to:

• Process and confirm purchases.
• Verify payments and manage Cash on Delivery orders.
• Prepare, dispatch, and deliver your purchases.
• Coordinate with courier and logistics partners.
• Provide order updates and delivery assistance.
• Process returns, exchanges, refunds, and warranty requests.

B. Personalised Shopping Experience

We may use relevant browsing activity, purchase history, and preferences to improve your experience, recommend relevant collections, remember selected settings, and make our website easier to use.

Where required, we will obtain consent before using personal information for optional personalisation technologies.

C. Client Care and After-Sales Service

We use your contact and order information to answer enquiries, provide product information, assist with delivery issues, manage complaints, and support eligible returns, exchanges, and warranty claims.

D. Marketing and Collection Updates

Where permitted by law and consistent with your preferences, we may send information about new collections, product launches, editorial content, special offers, and other AVAHEL updates through email, SMS, or WhatsApp.

You can opt out of promotional communications at any time. Opting out of marketing will not prevent us from sending essential transactional messages, such as order confirmations, delivery notifications, or important service communications.

E. Website Improvement and Analytics

We may analyse website usage, product engagement, sales trends, and customer feedback to improve our collections, website performance, customer experience, and business operations.

Non-essential analytics and advertising technologies will be used in accordance with applicable law and the relevant consent settings.

F. Security, Fraud Prevention, and Business Protection

We may use relevant information to verify transactions, detect suspicious activity, protect accounts, prevent fraud, enforce our policies, and protect our customers, business, and website.

G. Legal and Administrative Obligations

We may process information when necessary to maintain accounting records, comply with applicable legal requirements, respond to lawful requests, establish or defend legal claims, or enforce our contractual rights.

4. Cookies and Similar Technologies

AVAHEL and certain service providers may use cookies, pixels, software development tools, and similar technologies to operate the website and understand how visitors interact with it.

These technologies may serve several purposes:

Essential technologies: Support core website functionality, security, shopping carts, checkout, and other necessary services.

Preference technologies: Remember choices such as language, region, or other website settings.

Analytics technologies: Help us understand traffic, browsing patterns, and website performance.

Advertising technologies: Where enabled, help measure advertising performance, deliver relevant promotions, or understand interactions with our advertising.

You can manage available cookie preferences through our website's cookie consent controls, where provided. You may also be able to manage or block cookies through your browser settings.

Blocking certain cookies may affect the functionality of parts of our website.

Where consent is required, non-essential cookies and similar technologies will be used in accordance with the applicable consent requirements. You may withdraw or change your consent through the available controls.

5. How We Share Personal Information

AVAHEL does not disclose personal information indiscriminately. We share it only where reasonably necessary for the purposes described in this policy, as authorised by you, or as otherwise permitted or required by applicable law.

A. Shopify

Our store is hosted by Shopify. Shopify processes information in connection with hosting, operating, securing, and supporting our online store and related services.

For more information, please review the Shopify Consumer Privacy Policy.

B. Payment Providers

We share relevant transaction and order information with payment providers to facilitate payments, verify transaction status, manage refunds, and help prevent fraud.

Payment providers may process information under their own privacy policies and contractual obligations.

C. Courier and Delivery Partners

We share the information necessary to fulfil your order with courier and logistics partners, including your name, delivery address, telephone number, and relevant delivery instructions.

This allows them to dispatch, deliver, and track your purchase and contact you where necessary to complete delivery.

D. Marketing, Analytics, and Website Providers

Where enabled and appropriate, we may share limited information with analytics providers, advertising platforms, email or SMS services, and other providers that help us operate our business.

These providers may process information according to their own terms and privacy policies. We use applicable consent controls and contractual safeguards where required.

E. Professional Advisers and Legal Authorities

We may disclose information to professional advisers, auditors, insurers, regulators, law enforcement authorities, or other relevant parties when necessary to comply with applicable law, respond to lawful requests, protect rights, investigate suspected fraud, or address legal claims.

F. Business Transfers

If AVAHEL undergoes a merger, restructuring, acquisition, financing, or sale of all or part of its business, personal information may be disclosed or transferred as part of that transaction, subject to appropriate safeguards and applicable legal requirements.

We do not treat these disclosures as permission to use personal information for unrelated purposes.

6. Shopify and Third-Party Services

Shopify provides the platform through which AVAHEL operates its online store. Depending on the Shopify services and other integrations we use, information may be processed by Shopify and its relevant service providers to support storefront functionality, checkout, analytics, security, and other e-commerce services.

Our website may also contain links to third-party websites, social media platforms, payment services, or messaging services.

Once you leave the AVAHEL website or interact directly with an external platform, that platform's own terms and privacy policy may apply to its processing of your information.

AVAHEL does not control the privacy practices of independent third-party services. We encourage you to review their privacy policies before sharing information with them.

7. WhatsApp and Other Communication Channels

If you contact AVAHEL through WhatsApp, social media, email, or telephone, we may use the information you provide to respond to your enquiry, verify relevant order details, and assist with your purchase or after-sales request.

WhatsApp and other communication platforms operate under their own privacy and security practices. Messages sent through these services may be processed by the relevant platform in accordance with its terms.

Please avoid sharing passwords, payment card security codes, one-time passwords (OTPs), or other highly sensitive authentication information through customer support channels.

Where we use a communication channel for promotional messages, you may ask us to stop sending those messages. We will process your request in accordance with applicable requirements.

8. International Data Transfers

AVAHEL uses Shopify and may use other service providers whose operations, infrastructure, or support teams are located in countries outside Pakistan.

As a result, personal information may be processed or stored in other jurisdictions, depending on the services involved.

Where applicable law requires safeguards for international transfers, we will take reasonable steps to use appropriate contractual, technical, or other legally recognised safeguards.

The privacy and data protection rules of another country may differ from those applicable in your place of residence.

9. Data Security

We take reasonable measures designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure.

These measures may include access restrictions, account security controls, service-provider safeguards, secure payment processing, and appropriate administrative and technical procedures.

Access to customer information is limited to those who need it for legitimate business purposes, subject to applicable arrangements and safeguards.

However, no website, electronic transmission, or storage system can be guaranteed to be completely secure. We therefore cannot promise absolute security.

If you believe your account or interaction with AVAHEL has been compromised, please contact us promptly.

10. Data Retention

We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this policy, including:

• Completing orders and providing customer service.
• Maintaining purchase, accounting, and transaction records.
• Managing returns, refunds, exchanges, and warranty matters.
• Meeting applicable legal, tax, and regulatory obligations.
• Preventing fraud and addressing disputes.
• Maintaining records of consent and marketing preferences.
• Enforcing our terms and protecting our legal rights.

The retention period depends on the nature of the information, the reason it was collected, the services involved, and any applicable legal requirements.

When information is no longer reasonably required, we will take appropriate steps to delete it, anonymise it, or otherwise handle it in accordance with applicable requirements.

Some information may remain in backups or records maintained by service providers for a limited period, subject to their retention practices and applicable obligations.

11. Your Privacy Rights and Choices

Depending on your location, applicable law, and the circumstances of the processing, you may have certain rights concerning your personal information.

These may include:

Access: Request information about the personal information we hold about you.

Correction: Request that inaccurate or incomplete information be corrected.

Deletion: Request deletion of personal information where applicable requirements permit.

Withdrawal of consent: Withdraw consent for processing that relies on your consent, without affecting the lawfulness of processing carried out before withdrawal.

Marketing preferences: Opt out of promotional emails, SMS, or WhatsApp messages.

Cookie preferences: Change or withdraw consent for non-essential cookies and similar technologies through available controls.

Other applicable rights: Exercise additional rights available under the privacy or data protection laws applicable to you.

To protect your privacy, we may need to verify your identity before responding to certain requests. We will respond within the period required by applicable law.

Some information may need to be retained where required or permitted by law, including for accounting obligations, fraud prevention, dispute resolution, or the establishment or defence of legal claims.

To exercise a privacy right, please contact us using the details provided in the Contact Us section.

12. Marketing Communications and Opt-Outs

We want our communications to remain relevant and welcome.

If you receive promotional emails from AVAHEL, you can unsubscribe using the link provided in the email, where available.

For promotional SMS or WhatsApp messages, you may contact our Client Concierge and ask to opt out.

We will process your request within the applicable timeframe. Please note that you may continue to receive essential communications relating to an existing order, payment, delivery, refund, security matter, or customer service request.

Unsubscribing from marketing communications does not automatically delete your customer account or purchase history.

13. Children's Privacy

AVAHEL's online store is not intended for children who are below the age required to independently use our services under applicable law.

We do not knowingly collect personal information from children in circumstances where such collection is prohibited.

If you are a parent or legal guardian and believe that a child has provided personal information to AVAHEL inappropriately, please contact us. We will review the matter and take appropriate action, including deletion where required or appropriate.

14. Third-Party Websites and Social Media

Our website may provide links to external websites, social media accounts, advertising platforms, or other online services.

These links are provided for convenience and do not mean that AVAHEL controls or endorses the privacy practices of those services.

Any information you submit directly to a third-party website or platform is subject to its applicable privacy policy and terms.

We recommend reviewing the relevant third-party policy before providing personal information.

15. Changes to This Privacy Policy

AVAHEL may revise this Privacy Policy from time to time to reflect changes in our business operations, website functionality, service providers, security practices, or applicable legal requirements.

When changes are made, we will publish the revised policy on this page and update the “Last updated” date.

Where required by applicable law, we will provide additional notice or obtain consent for material changes affecting how personal information is processed.

We encourage you to review this page periodically so that you remain informed about our privacy practices.

16. Contact AVAHEL

Your trust matters to us. If you have any questions, concerns, complaints, or requests relating to this Privacy Policy or the handling of your personal information, please contact our Client Concierge.

Email: hello@avahel.com

Client Concierge / WhatsApp: +92 317 0161010

Website: AVAHEL official online store.

Please include sufficient information for us to understand your enquiry. If your request concerns a specific order, providing your order number will help us assist you more efficiently.

AVAHEL

BEYOND TIME

Considered design. Lasting elegance.