Privacy Policy

Who This Policy Applies To

This Privacy Policy applies to all individuals who interact with Aoura Products, including:

• Customers who place orders through our website, WhatsApp, email, or phone
• Business clients, procurement contacts, and account holders
• Visitors to products.aouragrp.com and related web properties
• Anyone who contacts us for quotes, support, or general enquiries

By using our services or providing us with your information, you agree to the practices described in this policy.

The Short Version

We collect your information solely to process orders, communicate with you, and improve our service. We do not sell, rent, or trade your data to any third party for marketing purposes. You have the right to access, correct, or request deletion of your data at any time.

Information You Provide Directly

When you place an order, request a quote, or get in touch with us, you may provide:

• Full name and job title (for B2B accounts)
• Company name and trade licence details (for business customers)
• Delivery address and emirate
• Phone number and WhatsApp contact
• Email address
• Payment method and billing details (processed securely — we do not store full card numbers)
• Order history, preferences, and product enquiries

Information Collected Automatically

When you visit our website, we may automatically collect:

• IP address and approximate geographic location
• Browser type, device, and operating system
• Pages visited, time on site, and referral source
• Cookie identifiers (see the Cookies section below)

This technical data is used for website performance, security monitoring, and aggregate analytics. It is not linked to your personal identity unless you are a logged-in account holder.

Information from Third Parties

In limited circumstances, we may receive information about you from:

• Payment processors (e.g. transaction confirmation and status)
• Logistics partners (e.g. delivery confirmation and address verification)
• Business referrals or procurement platforms where applicable

We do not purchase data lists or acquire personal data from data brokers.

Order Fulfilment & Operations

• Processing and confirming your orders
• Arranging delivery to your specified address
• Coordinating returns, refunds, and exchanges
• Issuing invoices, receipts, and VAT tax documents
• Communicating order status updates via WhatsApp or email

Customer Service & Communication

• Responding to enquiries, quotes, and support requests
• Resolving complaints and disputes
• Sending relevant product or service updates you have requested
• Occasional promotional messages — you may opt out at any time by replying STOP or emailing us

Legal & Compliance Obligations

• Complying with UAE tax authority (FTA) requirements and VAT regulations
• Maintaining records required under UAE commercial law
• Responding to lawful requests from regulatory or law enforcement authorities
• Fraud prevention and account security

Service Improvement

• Analysing aggregate order patterns to optimise our product range
• Improving website performance and user experience
• Understanding how customers discover and use our services

Any analytics used for improvement are aggregated and anonymised wherever possible.

Logistics & Delivery Partners

Your name, phone number, and delivery address are shared with our contracted courier and logistics partners solely to arrange delivery of your order. These partners are contractually prohibited from using your data for any other purpose.

Payment Processors

Payment transactions are handled by secure, PCI-DSS compliant payment processors. We share only the minimum information required to complete the transaction. We do not store full card or banking details on our systems.

Technology & Platform Providers

We use reputable third-party platforms to operate our business — including our e-commerce platform, email service, and analytics tools. These providers act as data processors under our instruction and are not permitted to use your data for their own purposes.

Legal & Regulatory Disclosure

We may disclose your information if required to do so by UAE law, court order, or at the request of a relevant government authority. We will always aim to notify you of such a request where legally permitted to do so.

Retention Periods

• Order and transaction records — retained for a minimum of 5 years in accordance with UAE VAT and commercial law requirements
• Customer account data — retained for the duration of your account relationship and up to 2 years after last activity
• Marketing communications data — retained until you opt out or request deletion
• Website analytics data — anonymised and aggregated; typically retained for 13 months
• Support and enquiry records — retained for up to 3 years for quality and legal purposes

Data Deletion

When data is no longer needed and no legal obligation requires retention, we securely delete or anonymise it. You may also request early deletion of your personal data — see Your Rights below for how to do this.

Note that some data may need to be retained even after a deletion request if required to comply with UAE tax or commercial law. We will inform you of any such limitation when processing your request.

Right of Access

You may request a copy of all personal data we hold about you at any time. We will provide this within 30 days of a verified request, free of charge.

Right to Correction

If any personal data we hold is inaccurate or incomplete, you have the right to request that we correct it. You can do this at any time by contacting us directly.

Right to Deletion ("Right to be Forgotten")

You may request that we delete your personal data. We will comply unless we are required to retain it for legal or regulatory reasons, in which case we will explain the limitation clearly.

Right to Opt Out of Marketing

You may withdraw consent to receive marketing communications from us at any time by replying STOP to any WhatsApp message, clicking unsubscribe in any email, or contacting us directly. Operational communications related to your active orders are not affected.

How to Exercise Your Rights

To make any data request, contact us at:

We may need to verify your identity before processing the request to protect against unauthorised access to your data.

Essential Cookies

These cookies are strictly necessary for the website to function. They enable core features such as session management, cart functionality, and security. They cannot be disabled without breaking the site.

Analytics Cookies

We use anonymised analytics tools (such as Google Analytics) to understand how visitors interact with our site — which pages are visited, how long users stay, and where they come from. This data is aggregated and never linked to your personal identity.

You may opt out of analytics cookies by adjusting your browser settings or using a browser extension such as Google Analytics Opt-out.

Third-Party & Embedded Content

Pages that include embedded content (such as maps or payment widgets) may set cookies from the relevant third-party provider. These are governed by their own privacy policies. We do not use third-party advertising or retargeting cookies.

Managing Cookies

You can control and delete cookies through your browser settings at any time. Disabling essential cookies may affect site functionality. Most modern browsers allow you to block third-party cookies without affecting essential functionality.

Security Measures

• SSL/TLS encryption for all data transmitted through our website
• Secure, access-controlled systems for storing customer records
• Limited staff access — only those who need your data to perform their role can access it
• PCI-DSS compliant payment processing — we do not store card details
• Regular review of our security practices and data handling procedures

Data Breach Procedure

In the unlikely event of a data breach that poses a risk to your rights, we will notify affected individuals and relevant authorities in accordance with applicable UAE law. We will act promptly to contain the breach and take remedial action.

If you suspect any unauthorised access to your account or data, please contact us immediately at customer@aouragrp.com.

How We Notify You

When we make material changes to this policy, we will update the "Last Updated" date at the top of this page. For significant changes affecting your rights, we will make reasonable efforts to notify existing customers directly via email or WhatsApp.

Your continued use of our services after any changes take effect constitutes acceptance of the updated policy. We encourage you to review this page periodically.

Data Controller

Aoura Products — A Division of Aoura Group
Dubai, United Arab Emirates

• Email: customer@aouragrp.com
• WhatsApp: +971 52 150 3203
• Website: products.aouragrp.com