Privacy policy

Last updated: October 25, 2026

Welcome to Famlots (“Famlots,” “we,” “our,” or “us”). We value your privacy and are committed to protecting the personal information you share with us when visiting our website, browsing our products, creating an account, placing an order, contacting our customer support team, or using any of our services.

This Privacy Policy explains what personal data we collect, how we collect and use it, the circumstances in which we share it, how we protect and retain it, and the choices and rights available to you.

We aim to collect only the information reasonably necessary for our business operations, provide transparency about our data practices, and handle personal data in accordance with applicable privacy and data protection laws.

By accessing or using our website, you acknowledge that you have had the opportunity to read this Privacy Policy. Where applicable law requires consent for a particular processing activity, we will seek that consent separately. Merely browsing our website does not constitute consent to optional marketing or non-essential tracking where consent is required.

2. Scope

This Privacy Policy covers personal data collected through the website, mobile application, account registration processes, order placements, payment transactions, returns and refunds, customer support communications, surveys, promotional activities, and any other interaction that links to or refers to this Privacy Policy.

3. Categories of Personal Data Collected

3.1 Account and Identity Information

When you register, create, or maintain an account on the Platform, Famlots may collect personal information such as your full name, mobile number, date of birth, anniversary, email address, login credentials, password, authentication details, profile information, and account preferences. If you choose to register or sign in using a third-party login or authentication provider, Famlots may also receive limited profile, verification, or authentication-related information from that provider, in accordance with your settings and the provider’s applicable policies.

3.2 Contact and Address Information

During your use of the Platform or when placing an order, Famlots may collect your billing address, shipping address, city, state, country, postal code, and other necessary contact details for account management, order fulfilment, delivery coordination, customer communication, and dispute resolution.
3.3 Order and Transaction Information
When you browse the Platform, place, modify, cancel, exchange, or return an order, Famlots may collect and maintain personal data related to your order history, purchased products, cart and wishlist activity, invoice details, payment methods, payment transaction references, refund records, return and exchange records, and any discounts, wallet credits, store credits, loyalty benefits, referral benefits, or promotional offers redeemed by you in connection with such transactions.
3.4 Payment-Related Information
In relation to payment processing, settlement, verification, and refund management, Famlots may collect or receive certain payment-related information, including payment methods, transaction reference numbers, payment status, refund status, and limited verification data provided by payment gateways or processors. Famlots does not ordinarily store complete debit card, credit card, or bank account credentials, except through secure and legally compliant payment processing arrangements where permitted under applicable law.
3.5 Device and Technical Information
When you access or use the Platform, Famlots may automatically collect certain technical and device-related information, including your IP address, browser type and settings, app version, device type and identifiers, operating system, network details, language preferences, access times, referring URLs, cookies, SDK data, logs, and other similar technical information generated through your use of the website or mobile application.
Usage and Preference Information
Famlots may gather information about how you use and interact with the Platform, such as your browsing patterns, search history, clickstream data, viewed products, visit frequency and duration, items added to or removed from your cart, wishlist activity, responses to promotional offers and marketing campaigns, shopping habits, style preferences, and other preferences inferred from your activity. This information helps Famlots personalise your shopping experience and enhance its products and services.
Location Information
Famlots may collect approximate location-related information based on your IP address, device signals, shipping details, or other location indicators available while you use the Platform. This information may be used for serviceability checks, fraud prevention, delivery planning, tax determination, regional offer management, and other operational or legal purposes associated with the Platform.
Communication and Support Information
When you interact with FAMLOTS through customer care, grievance channels, chat support, phone calls, emails, forms, surveys, reviews, testimonials, or social media, FAMLOTS may collect and retain records of these communications, including support requests, complaints, feedback, reviews, grievance details, and related correspondence, for the purposes of improving services, addressing complaints, and complying with applicable legal requirements.
Logistics and Delivery Information

For order processing, dispatch, fulfilment, and last-mile delivery, FAMLOTS may process personal data such as your name, delivery address, pincode, masked contact number, email address where required for operational purposes, shipment tracking details, proof of delivery, delivery attempt records, non-delivery status, reverse logistics records, and any other fulfilment-related information required to complete or manage your order.

Customer Data Sharing for Logistics and Delivery Operations

To support order processing, dispatch, fulfilment, and last-mile delivery, FAMLOTS may share limited customer information with designated logistics partners, courier service providers, and third-party operational systems involved in delivery and fulfilment management. Such information sharing shall be restricted to the personal data reasonably required to complete orders successfully and coordinate related services.

Customer information may be transferred through shipping labels, logistics integration systems, and connected platforms used for order management, logistics coordination, and fulfilment operations. As part of FAMLOTS’ privacy protection measures, the customer's contact number may be masked during information sharing wherever technically feasible or operationally implemented.

The information shared for these purposes may include the customer's name, contact number, delivery address and pincode, and email address, wherever necessary for shipment communication, delivery updates, or fulfilment-related activities. Customer data may also be accessed through certain third-party operational platforms engaged in order management, logistics handling, and fulfilment operations.

Last-mile delivery services may be carried out by courier partners engaged by FAMLOTS from time to time. In all such cases, the information shared shall be limited to what is necessary for the relevant service and shall be governed by the applicable commercial, operational, and contractual arrangements associated with the engagement.

While FAMLOTS makes reasonable efforts to engage service providers and partners subject to appropriate contractual and operational safeguards, FAMLOTS shall not be responsible or liable for any act, omission, default, breach, negligence, misuse, unauthorised access, disclosure, alteration, loss, or processing of personal data attributable to any third-party courier partner, logistics provider, operational platform, or other external service provider, except to the extent that such liability cannot be excluded under applicable law.

4. How We Collect Data

4.1 Information Collected Directly from You
FAMLOTS collects personal data directly from you when you create an account, sign in, verify your mobile number or email address, update your profile, save delivery addresses, browse products, add items to your cart or wishlist, place orders, make payments, request order cancellations, exchanges, or product returns, seek refunds, contact customer support, provide feedback, participate in surveys, join loyalty programs, or otherwise use the Platform or interact with FAMLOTS’ services.

4.2 Information Collected Automatically Through Technology
When you access or use the Platform, FAMLOTS may automatically gather certain information through cookies, pixels, SDKs, server logs, device permissions, analytics tools, and other similar technologies. This information may include technical data, browsing patterns, application usage details, device identifiers, session information, and interaction data. Such information may be used to ensure platform functionality, evaluate performance, enhance security, personalise the user experience, and facilitate advertising or analytics activities, in accordance with applicable laws.
4.3 Information Collected During Orders and Transactions
FAMLOTS collects personal data throughout your transaction journey, including when you add products to your cart, proceed to checkout, use promotional offers, provide delivery details, complete payments, or initiate post-order activities such as cancellations, exchanges, returns, or refunds. This information is collected to process your orders, verify your eligibility for benefits, manage payments, coordinate delivery and logistics, and maintain transaction records.
4.4 Information Received from Third-Party Service Providers

FAMLOTS may collect personal data from third-party service providers, vendors, and operational partners engaged to support the Platform, including payment gateways, payment processors, fraud detection providers, logistics and courier partners, warehouse and fulfilment providers, analytics vendors, customer support software providers, CRM platforms, loyalty program management platforms, and marketing or communication partners, wherever such data is required for operational, contractual, or legal purposes.

4.5 Information Received Through Third-Party Login Providers
If you choose to sign in, register, or link your account through a third-party authentication or login provider, FAMLOTS may receive limited identity, profile, or authentication-related information from that provider, depending on the permissions you grant and the provider’s applicable privacy policies and technical settings.
Information Shared Through Logistics and Delivery Systems
To ensure efficient order dispatch, logistics coordination, and successful last-mile delivery, FAMLOTS may share limited customer information with designated courier partners and relevant operational systems through shipping labels, logistics integrations, and fulfilment platforms. The contact number provided during this process may be masked to help protect customer privacy. Only information necessary for order fulfilment and delivery communication is shared, including the customer’s name, delivery address, pincode, and email address, wherever required.

5. Purposes of Processing

5.1 Account Creation and User Registration
FAMLOTS may collect and process personal data to create and manage your account, verify your identity, facilitate login and authentication, maintain your account settings and preferences, support password recovery, and provide access to account-related features and services available on the Platform.

5.2 Browsing, Platform Access, and User Experience
FAMLOTS may process personal data to facilitate browsing, product discovery, navigation, search functionality, personalised recommendations, saved cart and wishlist features, content customisation, and overall user experience optimisation. Such data may also be used to analyse user interactions with the Platform to improve its design, usability, and services.

5.3 Order Placement and Checkout Administration
FAMLOTS may process personal data to manage shopping carts, verify order details, confirm prices, apply discounts and promotional offers, validate payment information, process transactions, issue invoices, and facilitate the successful completion of purchases made through the Platform.

5.4 Order Fulfilment, Shipping, and Delivery
FAMLOTS may process personal data to select, pack, dispatch, ship, track, and deliver orders; coordinate with warehouses, courier partners, and operational teams; assess serviceability; manage delivery-related communications; maintain proof of delivery records; and resolve issues involving delayed, failed, or incomplete delivery attempts.


5.5 Cancellations, Returns, Exchanges, and Refunds
FAMLOTS may process personal data to review cancellation, return, exchange, and refund requests, verify eligibility under applicable policies, coordinate reverse logistics, issue refunds and adjustments, reconcile payment reversals, reinstate or reverse loyalty benefits or wallet credits, and maintain records associated with post-purchase transactions.

5.6 Customer Care, Grievance Redressal, and Communication
FAMLOTS may process personal data to respond to customer support enquiries, resolve grievances, investigate complaints, provide assistance, send transactional and service-related communications, and maintain communication records for service quality improvement, training, escalation management, and compliance purposes.

5.7 Fraud Prevention, Platform Security, and Abuse Monitoring
FAMLOTS may process personal data to identify, investigate, prevent, and address fraud, abuse, misuse, suspicious activities, unauthorised account access, payment-related risks, return abuse, policy violations, and any conduct that may threaten the Platform, its operations, other users, or FAMLOTS’ legitimate business interests.

5.8 Loyalty Programs, Offers, and Promotional Administration
FAMLOTS may process personal data to manage discount codes, coupons, referral programs, wallet credits, store credits, cashback offers, loyalty rewards, survey participation, contests, campaigns, and other similar promotional or engagement programs. This may include verifying eligibility, preventing misuse, and communicating updates related to such offers and programs.

5.9 Marketing and Personalised Communications
Subject to applicable laws and your communication preferences, FAMLOTS may process personal data to send promotional messages, personalised product recommendations, reminders, loyalty-related updates, campaign communications, new product launch announcements, and other marketing content relevant to your interests, shopping behaviour, or engagement history on the Platform.

5.10 Analytics, Testing, and Service Improvement
FAMLOTS may process personal data for internal reporting, analytics, business intelligence, customer insights, service improvement, troubleshooting, debugging, testing, product development, operational forecasting, and performance evaluation to better understand user behaviour and enhance the Platform and its associated services.

5.11 Legal Compliance and Protection of Rights
FAMLOTS may process personal data when necessary to comply with applicable laws, rules, regulations, court orders, or lawful requests from government or regulatory authorities. Such processing may also be required to establish, exercise, or defend legal claims, enforce its Terms and policies, protect its contractual rights, and maintain records necessary for tax, accounting, auditing, or regulatory compliance purposes.

5.12 End-to-End Processing Across the Customer Journey
From the time you create an account or browse the Platform until your order is completed and any subsequent post-purchase service interactions are concluded, FAMLOTS may process personal data as reasonably necessary to provide a smooth, secure, and efficient customer experience. This may include account management, order processing, logistics coordination, customer communications, issue resolution, and service improvement, always subject to applicable laws and appropriate safeguards.

6. Legal Basis and Consent Position

Where required under applicable law, personal data will be processed based on consent obtained through the website, app, checkout process, marketing opt-in, or any other valid collection notice. In appropriate circumstances, personal data may also be processed when necessary to fulfil a contract, comply with legal obligations, respond to user requests, prevent fraud, maintain platform security, or for other purposes recognised as lawful under applicable law.

By providing your personal data and using the Platform, you voluntarily provide your free, specific, informed, unconditional, and unambiguous consent to FAMLOTS, through a clear affirmative action, to collect, receive, possess, store, handle, use, process, disclose, share, and otherwise manage your personal data for the lawful purposes described in this Privacy Policy and the applicable Terms. You acknowledge that your consent is given voluntarily after being informed about the nature of the personal data collected, the purposes for which it is processed, and the manner in which it may be used or shared. Where applicable, you may withdraw your consent; however, doing so may affect your continued access to certain services.

7. Children's Data

By accessing, registering for, or using the FAMLOTS Platform, you represent, acknowledge, and agree that you are at least 16 years of age and legally competent to enter into a binding agreement under applicable law. If you are under 16 years of age, you may access or use the Platform only with the consent, supervision, and control of your parent or lawful guardian, who shall be deemed to have accepted these Terms and this Privacy Policy on your behalf and shall be responsible for your use of the Platform.

FAMLOTS does not knowingly collect or process children's personal data in violation of applicable law. Where required, FAMLOTS may seek verifiable consent from a parent or lawful guardian before allowing access to certain services or processing such personal data. FAMLOTS shall also endeavour to refrain from tracking, behavioural monitoring, targeted advertising, or any other restricted processing of children's personal data wherever prohibited by applicable law.

8. Cookies, SDKs, and Similar Technologies

FAMLOTS may use cookies, pixels, SDKs, local storage, and similar technologies to authenticate users, retain shopping-cart contents, analyze usage, detect fraud, measure campaign performance, enhance platform functionality, and deliver relevant advertisements. Users can manage certain cookie and device permissions through their browser or system settings; however, disabling some technologies may limit certain platform features.

9. Sharing of Personal Data

We may disclose your personal data to the following categories of recipients, whenever necessary and in compliance with applicable laws:

  • Affiliates and group companies for internal administration, business operations, and the provision of services.

  • Sellers, suppliers, and logistics partners to process, fulfil, dispatch, exchange, return, or refund your orders.

  • Payment processors and financial service providers to enable payment processing, settlements, and other transaction-related services.

  • Service providers and technology partners, including cloud hosting, analytics, customer support, communication, and automation providers, to facilitate the operation and improvement of our services.

  • Marketing and advertising partners to deliver promotional communications, personalise recommendations, and facilitate advertising activities, in accordance with your preferences and applicable laws.

  • Professional advisers, including auditors, consultants, insurers, and legal advisers, for compliance, risk management, and business administration purposes, where required.

  • Law enforcement agencies, regulators, courts, and government authorities when disclosure is legally required or necessary to protect our rights, users, or the public.

  • Business transferees or acquirers in connection with any merger, acquisition, restructuring, or sale of our business or assets.

  • Overseas recipients where necessary for service delivery or business operations, subject to applicable legal requirements.

We may share your personal data for purposes such as:

  • operating, providing, and improving our platform, products, and services;

  • processing orders and payments;

  • providing customer support;

  • personalisation and marketing activities;

  • preventing fraud and maintaining security;

  • enforcing our Terms and policies; and

  • complying with legal and regulatory obligations.

We may disclose personal data on a need-to-know basis to our affiliates and group entities, payment and banking partners, logistics and warehousing providers, cloud-hosting and software vendors, customer support providers, analytics and marketing service providers, auditors, legal advisers, insurers, and public authorities or law enforcement agencies whenever required by law or under a valid legal process.

FAMLOTS does not represent this policy as involving the sale of personal data in exchange for money. However, the sharing of data with vendors for operational purposes and the use of certain advertising or measurement tools may still involve the disclosure of limited personal data.

10. International Transfers

Personal data may be processed or stored in India or other jurisdictions through FAMLOTS’ technology partners, in accordance with applicable laws and any geographical restrictions governing specific categories of data or destinations. If any cross-border data transfer restrictions are introduced or become applicable, FAMLOTS will revise its data protection measures and disclosures accordingly.


11. Retention

FAMLOTS retains personal data only for as long as reasonably necessary to fulfil the purposes for which it was collected, including processing and fulfilling orders, maintaining financial and tax records, resolving disputes and claims, preventing fraud, enforcing agreements, and complying with applicable legal obligations. Personal data that is no longer required will be deleted, anonymised, or securely archived in accordance with FAMLOTS' internal data-retention practices.

12. Data Security

FAMLOTS implements reasonable administrative, technical, and organisational safeguards appropriate to the nature of the personal data and its processing. These measures may include access controls, secure data transmission, restricted employee access, vendor due diligence, monitoring, backups, and incident-management procedures. However, no security system is entirely infallible, and absolute security cannot be guaranteed.

Users are responsible for keeping their login details, passwords, and account credentials secure and confidential. FAMLOTS maintains reasonable policies, procedures, and security measures to detect, assess, contain, resolve, and recover from actual or suspected information security incidents.

13. Data Breach Response

In the event of a personal data breach or security incident, FAMLOTS will assess the incident, take appropriate containment and corrective measures, maintain relevant internal records, and notify affected individuals or regulatory authorities wherever required under applicable law. The detailed procedures for responding to such incidents will be documented separately as part of FAMLOTS' internal operational practices.

14. User Rights

Subject to applicable laws, users may have the right to obtain information about their personal data being processed, request its correction, updating, completion, or deletion, withdraw their consent, submit grievances, and nominate another person to act on their behalf in circumstances permitted by law.

Users may submit such requests through the contact details provided below. Additional information may be requested where reasonably necessary to verify the user's identity and process the request appropriately.

15. Marketing Communications

FAMLOTS may send promotional communications through email, SMS, push notifications, WhatsApp, or other communication channels, where permitted by law and in accordance with users' preferences. Users may opt out of such communications through available unsubscribe options, account settings, or customer-support channels.

However, service-related and transactional communications may continue where necessary for order processing, account security, or compliance with legal obligations.

16. Third-Party Links and Services

The FAMLOTS platform may contain links to external websites, social-media pages, or third-party services. FAMLOTS is not responsible for the privacy practices, policies, or content of such third parties. Users are encouraged to review the applicable privacy policies and terms of those services before accessing or interacting with them.

17. Contact, Grievance, and Data Requests

Users may submit privacy-related questions, requests for access or correction of personal data, complaints, and grievances through the contact details provided below. FAMLOTS will ensure that the designated grievance officer or privacy contact details remain consistent across its website, mobile application, and internal compliance records, wherever applicable.

18. Updates to this Privacy Policy

FAMLOTS reserves the right to revise or update this Privacy Policy from time to time to reflect changes in legal requirements, business operations, or technological developments. The latest version of this Privacy Policy will be published on the platform along with the date of the most recent update.

19. Deletion of Account

Users may request the deletion of their accounts at any time through the FAMLOTS website, application, or available customer-support channels. Upon receiving a deletion request, FAMLOTS will take reasonable steps to delete or anonymise the user's account information and associated personal data, subject to applicable legal requirements and legitimate retention needs.

Certain information may be retained where necessary to prevent misuse of user facilities, detect and prevent fraud, monitor security, comply with legal or regulatory obligations, resolve disputes, maintain taxation and transactional records, fulfil orders, or enforce contractual obligations. Accordingly, certain transaction-related or compliance-related records may be retained for the period required under applicable law, even after the user's account has been deleted.

20. Queries

If you have any questions, concerns, or complaints regarding the collection, processing, or use of your personal data under this Privacy Policy, please contact FAMLOTS using the contact information provided.