Privacy Policy

Effective date: 14th February 2025

This Privacy Policy explains how FSF Global Trading (“ColloFlex”, “we”, “us”, or “our”) collects, uses, shares and protects your personal information when you visit colloflex.com (the “Site”) or purchase our products.

By using this Site, creating an account or placing an order, you agree to the practices described in this Privacy Policy.

1. Who we are

FSF Global Trading
Business registration: 003756234-X
Registered address: 53, Jalan Sungai Merbau 32/93, Kemuning Greenville, 40460 Shah Alam, Selangor, Malaysia
Operational & returns address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia

Contact:

For purposes of data protection law, FSF Global Trading is the data controller for personal data collected through this Site.

2. Information we collect

We may collect the following categories of personal information:

  1. Contact & account details
    • Name, email address, billing & shipping address, phone number
    • Login details and account preferences (for WooCommerce “My Account” users)
  2. Order & payment information
    • Products ordered, order value, currency, discounts, order history
    • Partial payment information (e.g. last 4 digits of card, payment status) – full card details are processed only by our payment providers (Stripe and PayPal).
  3. Device & usage data
    • IP address, browser type, operating system, device IDs
    • Pages visited, time spent on pages, links clicked, referring pages
    • Approximate location based on IP (country/region)
  4. Marketing & communication data
    • Your email marketing preferences
    • Records of emails, messages and support requests
  5. Cookies & similar technologies
    • Cookies and tracking pixels used for site functionality, analytics and advertising
      (see Section 7 – Cookies and tracking).

3. How we collect your information

We collect information in various ways, including:

  • Directly from you
    • When you place an order, create an account, contact us, or subscribe to our newsletter.
  • Automatically
    • When you browse the Site, via cookies, pixels and similar technologies.
  • From third parties
    • Payment providers (Stripe, PayPal) send us payment confirmation and limited transaction details.
    • Analytics and advertising partners (e.g. Google Analytics, Facebook Pixel, Google Ads) provide aggregated statistics about visitors and campaigns.

4. How we use your information

We use your personal information for the following purposes:

  1. To process and deliver your orders
    • Create and manage your account
    • Process payments and prevent fraud
    • Arrange shipping with carriers (e.g. DHL Express, FedEx)
    • Send order confirmations, shipping updates and support messages
  2. To provide customer support
    • Respond to questions via email or messaging apps
    • Handle returns, refunds, complaints and product queries
  3. To operate, maintain and improve our Site
    • Monitor performance and security
    • Analyse how visitors use the Site to improve navigation, content and products
  4. For marketing and communications
    • Send you product news, offers and educational content if you opt in
    • Show relevant ColloFlex ads on other websites or platforms (where permitted) using remarketing tools
  5. To comply with legal obligations
    • Keep appropriate business and tax records
    • Cooperate with law enforcement, customs and regulatory authorities where required
  6. To protect our rights
    • Prevent fraud, abuse and misuse of our Site
    • Enforce our Terms & Conditions

5. Legal bases for processing (EEA/UK visitors)

If you are located in the European Economic Area or the United Kingdom, we process your personal data under the following legal bases:

  • Contract – to process your orders and provide the services you request.
  • Legitimate interests – for analytics, site security, limited marketing to existing customers, and improving our services, provided these interests are not overridden by your rights.
  • Consent – for sending email marketing where required by law, and for non-essential cookies/remarketing where you have given consent.
  • Legal obligation – to comply with tax, accounting and other regulatory requirements.

6. Cookies and tracking technologies

We use cookies and similar technologies to:

  • Remember your cart and account login
  • Keep the Site secure and functioning correctly
  • Measure traffic and usage patterns (e.g. Google Analytics)
  • Run marketing and remarketing campaigns (e.g. Facebook Pixel, Google Ads tags)

Some cookies are strictly necessary for the Site to work. Others (analytics and advertising cookies) are optional and may require your consent depending on your location. You can:

  • Adjust your browser settings to block or delete cookies
  • Use any cookie banner/settings we provide on the Site

A more detailed list of cookies and their purposes will be provided in our Cookie Policy.

7. Payment processing

We do not store full credit or debit card numbers on our servers.

Payments are processed securely by:

  • Stripe
  • PayPal

These providers receive your payment information directly and process it in accordance with their own privacy policies. We receive only limited information necessary to confirm payment and fulfil your order (e.g. payment status, last 4 digits of card, country, fraud checks).

8. How we share your information

We do not sell your personal information.

We may share your data with trusted third parties, including:

  1. Service providers
    • Web hosting, email delivery, customer support tools
    • Payment processors (Stripe, PayPal)
    • Shipping partners and logistics providers (e.g. DHL Express, FedEx)
    • Analytics and advertising tools (e.g. Google, Meta/Facebook)
  2. Professional advisors
    • Accountants, auditors, legal advisors where necessary.
  3. Authorities
    • Customs, tax or law enforcement agencies, where required by law or to protect our rights, customers or the public.

All service providers are only allowed to use your data according to our instructions and must protect it appropriately.

9. International data transfers

Our business is based in Malaysia, but many of our service providers and servers may be located in other countries, including the United States, EU/UK and other regions.

By using the Site, you understand that your personal information may be transferred to and processed in countries that may have different data protection laws than your own. Where required by law, we take reasonable steps to ensure an adequate level of protection for such transfers (for example, by using providers that implement standard contractual clauses or equivalent safeguards).

10. Data retention

We keep your personal information only as long as necessary for the purposes described in this policy, including to:

  • Fulfil your orders and provide customer support
  • Meet legal, tax and accounting requirements
  • Resolve disputes and enforce our agreements

Typical retention periods:

  • Order records: kept for up to 7 years (or as required by law)
  • Customer accounts: kept while your account is active; if you request deletion, we anonymise or remove data where possible, while retaining what we must for legal reasons
  • Marketing email lists: until you unsubscribe or your email repeatedly bounces

11. Your rights

Depending on your location, you may have some or all of the following rights:

  • Access – request a copy of the personal data we hold about you.
  • Correction – ask us to correct inaccurate or incomplete information.
  • Deletion – request that we delete your personal data where it is no longer needed, or you withdraw consent (subject to legal obligations).
  • Restriction – ask us to limit how we use your data in certain circumstances.
  • Data portability – request a copy of your data in a structured, machine-readable format where applicable.
  • Objection – object to our processing of your data based on legitimate interests or for direct marketing.
  • Withdraw consent – where we rely on consent, you can withdraw it at any time (for example by clicking “unsubscribe” in marketing emails).

To exercise any of these rights, please contact us at support@colloflex.com with the subject line “Data request – ColloFlex”.

If you are in the EEA/UK and believe we have not handled your personal data fairly or lawfully, you also have the right to lodge a complaint with your local data protection authority.

12. Security

We use reasonable technical and organisational measures to protect your personal information, including:

  • Secure hosting and HTTPS encryption
  • Limited access to personal data by authorised personnel only
  • Security measures provided by trusted service providers (e.g. Stripe, PayPal, hosting providers)

However, no online service can be 100% secure. You are responsible for keeping your account password confidential and for choosing secure login credentials.

13. Children’s privacy

This Site and our products are not intended for children under 18 years of age. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will delete it as appropriate.

14. Third-party websites

Our Site may contain links to third-party websites (for example carriers, payment providers, blogs or social media). We are not responsible for the privacy practices or content of those websites. We encourage you to read their privacy policies before providing any personal information.

15. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. When we make changes, we will:

  • Update the “Effective date” at the top; and
  • Where appropriate, notify you by email or a notice on the Site.

Your continued use of the Site after any changes means you accept the updated policy.

16. How to contact us

If you have any questions about this Privacy Policy or how we handle your personal information, please contact:

FSF Global Trading
Email: support@colloflex.com
WhatsApp/Telegram (messages only): +60 18 2119951
Operational address: Semenyih Integrated Industrial Park, 43500 Semenyih, Selangor, Malaysia

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