Table of Contents
- 1. Business Identity and Data Responsibility
- 2. Contact Information
- 3. Personal Data We Collect
- 4. How We Use Personal Data
- 5. Legal Basis for Processing Personal Data
- 6. Sharing Personal Data With Third Parties
- 7. Cookies and Tracking Technologies
- 8. Marketing Communications
- 9. Customer Rights
- 10. Data Retention
- 11. Data Security Measures
- 12. International Data Transfers
- 13. Children's Privacy
- 14. Customer Responsibilities
- 15. Links to Third-Party Websites
- 16. Updates to This Privacy Policy
- 17. Contact Us
Privacy Policy
December 2025
This Privacy Policy explains how Hyogena collects, uses, stores, shares, protects, and handles personal data when customers use ae.hyogena.com, place an order, create an account, contact customer support, use checkout, receive delivery, request a return or refund, or interact with Hyogena's digital services.
Hyogena respects customer privacy and is committed to handling personal data responsibly, securely, and transparently.
1. Business Identity and Data Responsibility
Hyogena is operated through two companies with different responsibilities.
1.1 Technology, Platform and E-Commerce Operations
The website, technology, content, technical issues, e-commerce platform operation, secure checkout experience, and general online commerce infrastructure are managed by:
Last Byte Group FZE LLC
Amber Gem Tower, 26th Floor
Office CWS-1V-224475
Sheikh Khalifa Street
Ajman, United Arab Emirates
1.2 Logistics, Inventory, Fulfillment and Product Operations
Logistics, inventory, product delivery, customer support, product sourcing, B2B relationships, product authenticity checks, and related operational policies are managed by:
Cantalabsme FZE-LLC
Business Centre, Sharjah Publishing City Free Zone
Sharjah, United Arab Emirates
Depending on the type of data processing activity, Last Byte Group FZE LLC and/or Cantalabsme FZE-LLC may process customer personal data to operate the website, process orders, deliver products, provide customer support, verify product-related concerns, manage returns and refunds, and comply with applicable legal and operational requirements.
2. Contact Information
For privacy inquiries, data protection requests, or questions about this Privacy Policy, customers may contact Hyogena through:
- Email: info@hyogena.com
- WhatsApp: +971 50 881 1385
- Website: ae.hyogena.com
For privacy-related requests, email is the preferred channel so that Hyogena can review and document the request properly.
3. Personal Data We Collect
Hyogena may collect personal data directly from customers, automatically through website technologies, or through trusted third-party service providers used to operate the website and fulfill orders.
3.1 Information Provided by Customers
This may include:
- Full name
- Email address
- Phone number
- Delivery address
- Map location or delivery location details
- Billing information
- Account login information
- Order history
- Product preferences
- Wishlist or cart information
- Return and refund requests
- Customer support messages
- WhatsApp, email, or chat communication history
- Photos or documents provided for product, delivery, damage, defect, or authenticity-related cases
- Any information the customer chooses to provide when contacting Hyogena
3.2 Order, Delivery and Fulfillment Data
This may include:
- Order number
- Products ordered
- Payment status
- Delivery status
- Courier or delivery partner details
- Delivery attempts
- Delivery confirmation
- Return pickup or drop-off information
- Refund or replacement status
- Customer service notes related to the order
3.3 Payment Data
Hyogena may collect and process payment-related information required to complete checkout and manage payment status.
This may include:
- Payment method selected
- Payment status
- Transaction reference
- Payment provider response
- Refund status
- Tamara or Tabby payment status, where applicable
- Cash on Delivery status, where applicable
Hyogena does not intentionally store full card details on its own servers. Online payments are processed through secure third-party payment gateways and payment service providers.
3.4 Automatically Collected Data
When customers use the website, certain technical and usage data may be collected automatically, including:
- IP address
- Device type
- Browser type
- Operating system
- Language settings
- Referring pages
- Pages visited
- Session duration
- Click behavior
- Cart and checkout behavior
- Login timestamps
- Approximate location derived from technical data
- Cookies and similar tracking identifiers
- Website performance and error logs
3.5 Analytics, Advertising and Tracking Data
Hyogena may use analytics, advertising, and tracking tools to understand website performance, improve customer experience, and measure marketing activity.
These tools may include, where enabled:
- Google Analytics
- Google Ads tracking
- Meta Pixel
- TikTok Pixel
- Microsoft advertising or tracking scripts
- Heatmap or user interaction tools
- Other analytics, attribution, or performance measurement tools
These tools may collect information such as page views, clicks, session behavior, conversions, ad performance, traffic source, and interaction patterns.
4. How We Use Personal Data
Hyogena may use personal data for the following purposes:
- Creating and managing customer accounts
- Processing and confirming orders
- Preparing, packing, and delivering products
- Processing payments and payment confirmations
- Managing Cash on Delivery orders
- Managing Tamara, Tabby, card, and other payment methods
- Sending order, payment, delivery, return, and refund updates
- Providing customer support
- Responding to inquiries and complaints
- Managing returns, refunds, replacements, and product concerns
- Investigating damaged, defective, incorrect, or potentially non-original products
- Verifying product authenticity concerns
- Preventing fraud, misuse, unauthorized transactions, and security risks
- Improving website performance and user experience
- Personalizing content and product recommendations where applicable
- Measuring advertising and marketing performance
- Sending marketing communications where permitted
- Managing customer preferences and communication choices
- Complying with legal, tax, accounting, security, and regulatory obligations
- Enforcing Hyogena's policies and terms
- Protecting the rights, safety, and interests of Hyogena, customers, and partners
Hyogena does not sell customer personal data.
5. Legal Basis for Processing Personal Data
Hyogena processes personal data only where there is a valid reason to do so.
Depending on the situation, the basis for processing may include:
- Processing required to fulfill an order or provide a requested service
- Processing required to deliver products to the customer
- Processing required to manage returns, refunds, complaints, or support requests
- Customer consent, such as for certain marketing communications or optional cookies
- Compliance with legal, tax, accounting, regulatory, or consumer protection obligations
- Legitimate business interests, such as fraud prevention, website security, service improvement, analytics, and operational management
- Protection of legal rights, security, and prevention of misuse
Where processing is based on consent, customers may withdraw consent where applicable.
8. Marketing Communications
Hyogena may send marketing communications to customers where permitted, including:
- Email offers
- SMS updates
- WhatsApp updates
- Promotional messages
- Product recommendations
- Campaign announcements
- Back-in-stock or offer notifications
Customers can opt out of marketing communications at any time by using the unsubscribe option where available or by contacting Hyogena at info@hyogena.com.
Transactional or service-related messages, such as order confirmations, delivery updates, payment notices, return updates, refund notifications, and customer support replies, may still be sent even if the customer opts out of marketing communications.
9. Customer Rights
Subject to applicable law, customers may have the right to:
- Request access to their personal data
- Request correction of inaccurate or incomplete personal data
- Request deletion of personal data where applicable
- Request restriction of processing where applicable
- Object to certain processing activities where applicable
- Withdraw consent where processing is based on consent
- Request clarification about how personal data is handled
- Request transfer of personal data where applicable
- Submit a complaint or concern regarding data handling
Requests can be made by contacting:
Email: info@hyogena.com
Hyogena may ask for verification before processing a privacy request in order to protect customer data and prevent unauthorized access.
Some requests may be limited by legal, operational, security, tax, accounting, fraud prevention, dispute resolution, or customer service requirements.
10. Data Retention
Hyogena keeps personal data only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or permitted by law.
Retention periods may depend on the type of data and the reason it is processed.
Examples include:
- Order and transaction records may be retained as required for legal, tax, accounting, audit, or consumer protection purposes
- Customer account data may be retained while the account remains active or as needed for service, legal, or operational purposes
- Customer support records may be retained to manage inquiries, disputes, complaints, and service history
- Return and refund records may be retained to process claims and prevent misuse
- Analytics and marketing data may be retained for a reasonable period to measure performance and improve services
- Security and fraud prevention records may be retained as needed to protect Hyogena and customers
When data is no longer required, Hyogena may delete, anonymize, or securely archive it.
11. Data Security Measures
Hyogena uses reasonable technical, administrative, and organizational measures to protect personal data.
These measures may include:
- HTTPS-secured website pages
- SSL/TLS encryption
- Secure payment processing through payment providers
- Access-controlled systems
- Password and account protection measures
- Limited access to customer data based on business need
- Security monitoring
- Fraud prevention tools
- System backups where appropriate
- Internal procedures for handling customer data
- Review of service providers where appropriate
No online platform, website, or transmission method can guarantee absolute security. However, Hyogena takes reasonable steps to protect personal data against unauthorized access, loss, misuse, alteration, or disclosure.
12. International Data Transfers
Some of Hyogena's technology, analytics, hosting, payment, communication, or support providers may process data outside the United Arab Emirates.
Where personal data is transferred internationally, Hyogena takes reasonable steps to ensure that the transfer is handled in accordance with applicable data protection requirements and appropriate safeguards where required.
International processing may occur when using global service providers such as analytics tools, cloud hosting providers, payment service providers, communication tools, advertising platforms, or technical infrastructure providers.
13. Children's Privacy
Hyogena is not intended for use by children under the age of 18 without the consent and supervision of a parent or legal guardian.
Hyogena does not knowingly collect personal data from children without appropriate consent. If a parent or guardian believes that a child has provided personal data to Hyogena without appropriate permission, they may contact Hyogena at info@hyogena.com.
14. Customer Responsibilities
Customers are responsible for:
- Providing accurate personal information
- Updating incorrect or outdated account or delivery information
- Keeping account login details secure
- Not sharing account access with unauthorized persons
- Using a secure device and trusted internet connection where possible
- Reading product labels, warnings, and instructions before use
- Contacting Hyogena promptly if they suspect unauthorized account access or data misuse
15. Links to Third-Party Websites
The website may contain links to third-party websites, payment pages, delivery tracking pages, social media platforms, or external services.
Hyogena is not responsible for the privacy practices, content, security, or policies of third-party websites or services.
Customers should review the privacy policies of third-party websites before providing personal data to them.
16. Updates to This Privacy Policy
Hyogena may update this Privacy Policy from time to time to reflect legal, operational, technical, security, payment provider, delivery, customer support, or business changes.
Any updated version will be published on the Hyogena website. The version available on the website at the time of use will apply.
Continued use of the website after updates are published means that the customer acknowledges the updated Privacy Policy.
17. Contact Us
For privacy inquiries, data protection requests, or questions about this Privacy Policy, customers may contact Hyogena through:
- Email: info@hyogena.com
- WhatsApp: +971 50 881 1385
- Website: ae.hyogena.com
Please include enough information for Hyogena to identify and review your request. Hyogena may request verification before processing privacy-related requests.