Privacy policy
PRIVACY & COOKIE POLICY
Last Updated: July 15, 2026
1. INTRODUCTION
GemoraBond is operated by Guangzhou Mengdou Trading Co., Ltd.
This Privacy & Cookie Policy explains how we collect, use, disclose, store and protect personal information when you visit gemorabond.com, place an order, use our online chat, contact us or use our services.
2. INFORMATION WE COLLECT
We may collect:
• Your name, email address, telephone number, billing address and shipping address.
• Order details, product selections, purchase history and transaction information.
• Customer service messages, online chat conversations and return or refund requests.
• Pet-related information required for an order, such as pet name, neck measurement, selected size, birth month or birthstone.
• Personalisation details, engraving information and photographs uploaded for personalised products.
• Reviews, photographs, comments or other content you submit.
• IP address, browser type, device information, approximate location and website activity.
• Marketing and cookie preferences.
Payment information is processed by Shopify, PayPal or other payment providers available at checkout. We do not normally receive or store your complete payment card number.
3. HOW WE USE INFORMATION
We may use personal information to:
• Process payments and fulfil orders.
• Produce standard, personalised or special-size products.
• Arrange delivery and provide tracking information.
• Handle cancellations, returns, exchanges, refunds and customer enquiries.
• Provide sizing and product support.
• Operate and improve our website.
• Maintain website and payment security.
• Detect and prevent fraud or misuse.
• Send marketing communications where permitted.
• Measure website and advertising performance.
• Meet legal, tax, accounting and regulatory obligations.
Where required, we rely on consent, performance of a contract, legitimate business interests or legal obligations to process personal information.
4. ONLINE CHAT, EMAIL AND WHATSAPP
We use Shopify Inbox to provide online customer support.
When you use the chat function, we may collect the contents of your messages together with any name, email address, order number, photographs or other information you choose to provide.
Shopify and its service providers may process chat information to provide and operate the Inbox service.
Our chat may use automated greetings and pre-set instant answers. Order-specific decisions, refunds, exchanges and complaints are reviewed by our customer service team.
Email messages sent to support@gemorabond.com may be processed through email forwarding, hosting and security providers.
Where we provide a WhatsApp contact option, WhatsApp and Meta may process information such as your telephone number, profile information, message content and usage information according to their own terms and privacy policies.
Please do not send complete payment card details, passwords or unnecessary sensitive personal information through online chat, email or WhatsApp.
5. HOW WE SHARE INFORMATION
We may share necessary information with trusted service providers, including:
• Shopify.
• Payment providers.
• Manufacturers and personalisation providers.
• Fulfilment centres and warehouses.
• Postal services, couriers and delivery partners.
• Customer service, email and communication providers.
• Website hosting, security and fraud-prevention providers.
• Analytics and advertising platforms.
• Accountants, legal advisers and regulatory authorities where required.
These providers receive only the information reasonably necessary to perform their services or meet applicable legal requirements.
We do not sell personal information to third parties in exchange for money.
Certain uses of advertising cookies or audience-matching technologies may be treated as selling, sharing or targeted advertising under some privacy laws. Where required, you may manage these activities through our cookie or privacy settings.
6. COOKIES AND SIMILAR TECHNOLOGIES
We use cookies, pixels and similar technologies to:
• Operate the website, shopping cart and checkout.
• Remember your preferences.
• Protect accounts and prevent fraud.
• Understand website performance.
• Measure advertising results.
• Provide more relevant content and advertisements.
Essential cookies are required for the website to function.
Where required by law, we will request your permission before using non-essential analytics or advertising cookies.
You may manage cookies through our cookie banner, privacy preference tool or browser settings.
7. INTERNATIONAL PROCESSING
GemoraBond operates internationally.
Personal information may be processed in countries different from the country where you live, including locations where Shopify, payment providers, manufacturers, fulfilment partners, communication providers and other service providers operate.
Where required, we take reasonable steps to use appropriate safeguards for international transfers.
8. DATA RETENTION AND SECURITY
We retain personal information only for as long as reasonably necessary to:
• Fulfil and support an order.
• Maintain customer service records.
• Process returns, refunds or disputes.
• Prevent fraud.
• Meet tax, accounting and legal obligations.
Personalisation photographs and files are retained only for as long as reasonably necessary to produce the product, provide after-sales support and resolve quality issues.
We use reasonable administrative, technical and organisational safeguards to protect personal information.
However, no online transmission or storage system can be guaranteed to be completely secure.
9. MARKETING COMMUNICATIONS
Where permitted, we may send information about products, collections, promotions or other GemoraBond updates.
You may unsubscribe from marketing emails by using the unsubscribe link included in the message.
Unsubscribing from marketing does not prevent us from sending necessary order, payment, delivery or customer service communications.
10. YOUR PRIVACY RIGHTS
Depending on your location and applicable law, you may have the right to:
• Request access to personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of certain information.
• Withdraw consent.
• Object to or restrict certain processing.
• Opt out of marketing or certain targeted advertising.
• Request a portable copy of certain information.
• Make a complaint to an applicable privacy authority.
These rights may be subject to legal exceptions.
We may need to verify your identity before completing a privacy request.
11. CHILDREN’S PRIVACY
Our website and products are intended to be purchased by adults.
We do not knowingly collect personal information directly from children without appropriate permission from a parent or legal guardian.
12. THIRD-PARTY SERVICES
Our website may contain links to Shopify, payment providers, delivery services, WhatsApp, social media platforms or other third-party services.
Your use of those services is also governed by the third party’s own terms and privacy policies.
13. CHANGES TO THIS POLICY
We may update this policy when our services, technology, applications, business practices or legal obligations change.
The latest version will be published on this page with an updated date.
14. CONTACT US
For privacy questions or requests, contact:
Brand:
GemoraBond
Operating Company:
Guangzhou Mengdou Trading Co., Ltd.
Website:
gemorabond.com
Email:
support@gemorabond.com
Business Address:
No. 167 Linhe West Road, Room 1445-N052, Tianhe District, Guangzhou, Guangdong 510000, China
Please use the subject line “Privacy Request” when contacting us about your personal information.