Privacy Policy
Privacy Policy – CalmiPaws
Last updated: 28 July 2026
At CalmiPaws, your privacy matters to us. This Privacy Policy explains how we collect, use, share and protect your personal information when you visit calmi-paws.com, place an order, or otherwise interact with us. CalmiPaws is operated by SJM International Limited, which is the data controller responsible for your personal information. Our full company details are set out at the end of this policy.
This policy applies to customers and visitors in Australia, New Zealand, the United Kingdom, the European Economic Area, the United States and Canada. Section 8 sets out additional rights that apply depending on where you live.
1. Information we collect
Information you give us
- Identity and contact details: name, email address, shipping and billing address, telephone number
- Order details: products purchased, order value, order history
- Payment information: billing address and payment confirmation. We do not store full card numbers — payments are handled by our payment providers
- Communications: messages you send us by email, contact form, or social media
- Marketing preferences: your consent status for email or SMS marketing
Information we collect automatically
- Device information: IP address, browser type, device type, operating system, time zone and language settings
- Approximate location derived from your IP address, used to show correct pricing, shipping options and currency
- Usage data: pages visited, referring and exit pages, time spent on pages, and clickstream data
- Cookies and similar identifiers — see section 5
We do not collect sensitive personal information such as health data, biometric data or government identifiers, and we do not use your information for automated decision-making that produces legal or similarly significant effects.
2. How we use your information
| Purpose | Legal basis (UK/EU GDPR) |
|---|---|
| Processing and fulfilling your orders, arranging delivery | Performance of a contract |
| Handling payments and screening for fraudulent transactions | Contract / legitimate interests / legal obligation |
| Customer service, order enquiries, returns and refunds | Contract / legitimate interests |
| Sending marketing emails or SMS about our products | Consent (you may withdraw at any time) |
| Analysing site usage to improve our website and products | Legitimate interests / consent for non-essential cookies |
| Advertising and measuring advertising performance | Consent |
| Keeping accounting, tax and transaction records | Legal obligation |
| Establishing, exercising or defending legal claims | Legitimate interests |
Where you are outside the UK and EEA, the "legal basis" column does not apply to you directly, but the purposes listed describe how we use your information in every market we serve.
3. Sharing your information
We do not sell or rent your personal information for money. We share it only where necessary, with:
- Our e-commerce platform, Shopify Inc., which hosts our online store and processes orders on our behalf
- Payment providers, to process transactions, verify payments and prevent fraud
- Logistics and fulfilment partners, including couriers and customs agents, to deliver your order
- Email and SMS marketing providers, to send communications you have consented to receive
- Analytics and advertising providers, including Google and Meta, where you have consented to non-essential cookies
- Professional advisers, such as accountants and legal advisers, where required
- Authorities, where we are required to disclose information by law or valid legal process
- A buyer or successor, in the event of a merger, acquisition or sale of business assets
Each provider acts under contract and may only process your information on our instructions.
Please note that when advertising cookies are enabled, information such as your device identifier may be shared with advertising partners. Under some US state privacy laws this counts as "sharing" or a "sale" of personal information. You can opt out at any time — see section 8.3.
4. International transfers
CalmiPaws serves customers in several countries, and our team and service providers are located in different parts of the world, including Hong Kong. This means your personal information may be transferred outside the country where you live.
Where we transfer personal information from the United Kingdom or the European Economic Area to a country that has not received an adequacy decision, we put appropriate safeguards in place, including the European Commission's Standard Contractual Clauses and the UK International Data Transfer Addendum, together with additional technical and organisational measures where needed.
For customers in Australia, New Zealand and Canada, we take reasonable steps to ensure that overseas recipients handle your personal information in a manner consistent with the privacy laws that apply to us in your country.
You may request details of these safeguards by emailing support@calmi-paws.com.
5. Cookies
We use cookies and similar technologies on our website:
- Strictly necessary cookies keep the site working, maintain your shopping cart and secure your session. These cannot be switched off.
- Analytics cookies help us understand how visitors use the site.
- Advertising cookies allow us and our partners to show relevant ads and measure their performance.
Non-essential cookies are set only where you have given consent through our cookie banner. You can change or withdraw your choices at any time via the cookie settings link on our site, or block and delete cookies through your browser settings. Disabling cookies may affect site functionality.
We honour Global Privacy Control (GPC) signals where your browser sends them.
6. Data retention
- Order and transaction records: kept for the period required by applicable accounting and tax law, generally seven years
- Customer account and contact details: kept while your account is active and for a reasonable period afterwards
- Marketing contacts: kept until you unsubscribe or withdraw consent, and briefly afterwards to honour your opt-out
- Website analytics data: kept in line with the retention settings of the relevant analytics provider
When information is no longer needed, we delete or anonymise it.
7. Your rights
Wherever you live, you can ask us to:
- Give you access to the personal information we hold about you
- Correct information that is inaccurate or incomplete
- Delete your information
- Stop sending you marketing messages
- Explain how we handle your information
To exercise any of these rights, email support@calmi-paws.com. We will respond within the timeframe required by applicable law, normally within 30 days. We may need to verify your identity first. We will not discriminate against you for exercising your privacy rights.
8. Additional rights by region
8.1 Australia
We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. You may request access to and correction of your personal information, and you may complain to us about how we have handled it. If you are not satisfied with our response, you may complain to the Office of the Australian Information Commissioner at oaic.gov.au. We participate in the Notifiable Data Breaches scheme and will notify you and the OAIC if an eligible data breach occurs.
8.2 New Zealand
We handle personal information in accordance with the Privacy Act 2020 and the Information Privacy Principles. You have the right to access and correct your personal information. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner at privacy.org.nz.
8.3 United States
Depending on your state of residence, you may have the right to know what personal information we collect and disclose, to request deletion or correction, to opt out of the sale or sharing of personal information and of targeted advertising, to limit the use of sensitive personal information, and to appeal a refused request. We will not discriminate against you for exercising these rights.
We do not sell personal information for money. We do share device and usage identifiers with advertising partners for targeted advertising, which some state laws treat as a sale or sharing. To opt out, use the "Do Not Sell or Share My Personal Information" link on our site, decline advertising cookies in our cookie banner, or enable Global Privacy Control in your browser.
To make a request, email support@calmi-paws.com. You may use an authorised agent, and we may ask for proof of their authority.
8.4 Canada
We handle personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws, including Quebec's Law 25. You may request access to your personal information, ask us to correct it, and withdraw consent to its use, subject to legal and contractual restrictions. If you are not satisfied with our response, you may complain to the Office of the Privacy Commissioner of Canada at priv.gc.ca, or to your provincial privacy regulator.
8.5 United Kingdom and European Economic Area
In addition to the rights in section 7, you have the right to object to or restrict our processing, to receive your information in a portable format, and to withdraw consent at any time without affecting processing carried out before withdrawal. You may complain to the Information Commissioner's Office at ico.org.uk if you are in the UK, or to your local supervisory authority if you are in the EEA. We would appreciate the opportunity to resolve your concerns directly first.
9. Third-party links
Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites.
10. Security
We use appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, misuse or alteration. Our store runs over encrypted HTTPS connections and payment data is handled by PCI-DSS compliant payment providers. No method of transmission or storage over the internet is completely secure, and we cannot guarantee absolute security.
11. Children's privacy
Our website and products are not intended for individuals under the age of 16, and we do not knowingly collect data from children. If you believe a child has provided us with personal information, contact us and we will delete it.
12. Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our practices or in the law. Changes will be posted on this page with an updated revision date. Where changes are significant, we will take reasonable steps to notify you.
Contact us
For questions about this Privacy Policy or your data, please contact us at support@calmi-paws.com.
SJM International Limited, Business registration no. 78910097, Room B53, 2/F, Phase 1, Kwiseong Industrial Building 36–40 New Kwai Hing Road, Kwai Chung, Hong Kong