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Privacy Statement

Our Role

This policy explains how personal information is collected, used, shared and protected when you browse this website, place an order or request a callback. The site is responsible for personal information under its control, including information entrusted to service providers that help operate the site and fulfil orders.

Personal information means information that can identify you, either on its own or when combined with other information. Order details and information about your health may be sensitive and require particular care.

Details You Provide

When you place an order or use the callback form, the information you provide may include:

  • Your name, email address, telephone number, and billing and delivery addresses.
  • The products ordered, delivery instructions and information needed to resolve an order enquiry.
  • Prescription or other health information, where needed to assess or fulfil an order.
  • Your telephone number, preferred callback time and any message submitted through the callback form.

Payments are handled by the payment provider. Please provide only information needed for your order or enquiry, and avoid including unnecessary health details in a callback message.

Browsing Information

When you browse the website, technical information may be collected automatically, including your IP address, browser type, operating system, device information, pages visited and the time of your visit. This information helps the site function and supports security and troubleshooting.

Cookies and similar technologies may recognise your browser, maintain a shopping session and remember preferences. Optional technologies may also help measure website use where you have consented. Some cookies last only for your browsing session; others remain until they expire or you remove them.

Reasons for Using Information

Personal information is used only for identified purposes and on grounds appropriate to the information and the activity:

  • Order and contact details are used to process purchases, arrange delivery, provide updates and handle enquiries, as needed to fulfil your order.
  • Prescription and health information, where required, is used to assess and fulfil orders safely and meet applicable legal and professional obligations.
  • Callback details are used to respond to the request you submit, with your consent.
  • Transaction and order records are used to meet legal record-keeping requirements and address disputes.
  • Device data and essential cookies support website operation, security and fraud prevention. Consent is requested where required.
  • Optional cookies and similar technologies are used with your consent where required. Information is not used for unrelated optional purposes without appropriate consent.

Service Providers

Information is shared with service providers only as needed to complete an order, support the website or meet a legal obligation. Recipients may include:

  • Couriers, which receive the contact and delivery details needed to deliver your order.
  • Payment providers, which handle payments and provide transaction status information.
  • Hosting and IT service providers, which support website operation, data storage, maintenance and security.

Service providers are expected to protect personal information and use it only for authorised purposes. Information may also be disclosed where legally required. If a provider processes information outside Canada, that information may be subject to the rules of the country where it is processed.

Retention Periods

Information is kept only as long as needed for its purpose, including applicable record-keeping requirements. The retention period depends on the type of information:

  • Order, delivery and transaction records are kept for order support, accounting, legal requirements and the resolution of disputes.
  • Prescription and health records, where collected, are kept for the required professional and legal retention periods.
  • Callback details and related messages are kept until the enquiry is resolved and any necessary follow-up or record-keeping period has ended.
  • Technical logs are kept for the period needed to investigate faults, prevent misuse and maintain security.
  • Cookie information is kept for the cookie's session or expiry period, unless removed sooner. Consent records are kept as needed to document and respect your choices.

When information is no longer needed, it is securely deleted or made anonymous. Copies in backups may remain until those backups are replaced through the normal retention cycle.

Keeping Information Secure

Administrative, technical and physical safeguards are used to protect personal information against unauthorised access, loss, misuse or disclosure. Access is limited to people and service providers who need the information for their work, with safeguards appropriate to its sensitivity.

No website, transmission method or storage system is completely secure. Avoid sending unnecessary sensitive information through general enquiry forms.

Your Privacy Choices

You can ask to see the personal information held about you, request corrections, ask for deletion, or object to particular uses. You can also withdraw consent to processing that depends on consent. These choices may be subject to limits, such as requirements to retain prescription or transaction records. Withdrawing consent does not undo processing already carried out and may prevent an order or callback from being completed.

You can manage cookies through your browser and, where available, the site's cookie controls. Blocking essential cookies may affect shopping functions. To make a privacy request or raise a concern, use the Contact page. Your identity may need to be verified before information is released or changed; any refusal or limitation will be explained.

Policy Updates

This policy may be updated to reflect changes in website practices or applicable requirements. The revised version will be published on this Privacy Policy page. Where a change materially affects how personal information is used, additional notice or renewed consent will be provided where required.