1. Introduction

XILUGS (“XILUGS,” “we,” “us,” or “our”) respects your privacy and is committed to handling personal information responsibly. This Privacy Policy explains how we collect, use, disclose, retain and protect personal information when you visit xilugs.com, create an account, place an order, contact us, submit a review or otherwise interact with our services.

Our store is hosted on Shopify. Shopify provides the e-commerce platform that enables us to offer and sell our products and services.

2. Personal Information We Collect

Depending on how you interact with XILUGS, we may collect the following categories of information:

3. How We Collect Information

We may collect personal information:

• Directly from you when you place an order, create an account, complete a form or contact us.
• Automatically when you browse or interact with our website.
• From Shopify and the service providers used to operate our store.
• From payment processors, shipping carriers, analytics providers, marketing platforms and fraud-prevention services.
• From publicly available sources when reasonably necessary to verify information or protect our business.

4. How We Use Personal Information

We may use personal information to:

• Process, manufacture, personalize, package, ship and deliver orders.
• Confirm product specifications, measurements, key models, watch compatibility and customization details.
• Process payments, refunds, cancellations and chargeback-related matters.
• Create and manage customer accounts.
• Provide customer service and after-sales support.
• Send order confirmations, production updates, tracking information and delivery notices.
• Detect, investigate and prevent fraud, misuse, security incidents and unlawful activity.
• Improve our products, website, customer experience, content and business operations.
• Measure website performance and understand how visitors use our store.
• Send marketing communications when you have consented or when otherwise permitted by law.
• Comply with tax, accounting, legal, regulatory and record-keeping obligations.
• Establish, exercise or defend legal claims and enforce our policies.

5. Legal Bases for Processing

Where applicable law requires a legal basis, we process personal information based on one or more of the following:

• Contract: to process and fulfill your order or provide a service you requested.
• Consent: for certain marketing communications, cookies or other optional processing.
• Legitimate interests: to operate, protect and improve our business, prevent fraud and support customers, provided those interests are not overridden by your rights.
• Legal obligations: to comply with applicable tax, accounting, consumer-protection and other laws.

6. How We Share Personal Information

We do not sell personal information for money. We may disclose personal information to service providers and other parties when reasonably necessary to operate our business, including:

• Shopify, which hosts and supports our online store.
• Payment providers, banks and fraud-prevention services.
• Shipping carriers, fulfillment partners and customs authorities for delivery and cross-border processing.
• Technology providers supporting website hosting, customer accounts, communications, analytics, security and technical operations.
• Marketing and advertising providers when enabled and permitted by your consent choices and applicable law.
• Review platforms used to collect, verify or display product reviews.
• Professional advisers, such as accountants, lawyers, insurers and auditors.
• Government authorities or other parties where disclosure is required by law or reasonably necessary to protect rights, safety and security.
• A buyer or successor in connection with a merger, sale, restructuring or transfer of all or part of our business.

Service providers may process personal information only for the services they provide and subject to their own legal and contractual obligations.

7. Cookies and Similar Technologies

XILUGS, Shopify and our service providers may use cookies, pixels, local storage and similar technologies to operate the website, remember preferences, understand website use, prevent fraud and support advertising or marketing where permitted.

These technologies may include:

• Essential cookies needed for checkout, security, shopping-cart functions and account access.
• Preference cookies that remember language, region and website settings.
• Analytics cookies that help us understand website performance and visitor behavior.
• Advertising cookies that may help measure campaigns or provide more relevant advertising.

Where required, you may manage non-essential cookies through the cookie banner or privacy controls available on our website. You may also adjust browser settings, although blocking essential cookies may affect website functionality.

8. Marketing Email, SMS and Other Communications

We may send promotional emails or text messages when you subscribe, provide consent or when otherwise permitted by applicable law. Marketing communications may include new products, offers, discounts, cart reminders and other XILUGS updates.

• You can unsubscribe from marketing emails using the unsubscribe link included in each promotional email.
• If SMS marketing is offered, you can opt out by replying STOP or using another opt-out method shown in the message.
• Opting out of marketing does not prevent essential communications about active orders, customer support or legal notices.

View the XILUGS Mobile Message Service Terms

9. Reviews, Feedback and Public Content

When you submit a review, photograph, comment or other public content, that content may be displayed publicly together with your chosen display name or other information you elect to publish.

Reviews may be collected or managed using a third-party review provider. We may moderate, reject or remove content that is unlawful, abusive, misleading, defamatory, obscene, fraudulent, infringing or otherwise violates our policies. We do not promise to remove legitimate reviews merely because they are unfavorable.

Do not include sensitive personal information, payment details, passwords or private information about another person in a public review.

10. Third-Party Websites and Services

Our website may contain links to third-party websites, applications or services that are not controlled by XILUGS. Their collection and use of information are governed by their own privacy policies. We encourage you to review those policies before providing personal information.

11. International Data Transfers

XILUGS operates from Vietnam and serves customers internationally. Shopify and other service providers may process or store personal information in countries other than the country in which you live.

Where required by applicable law, appropriate safeguards may be used for international transfers. Privacy and data-protection laws in another country may differ from those in your jurisdiction.

12. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including order fulfillment, customer support, fraud prevention, accounting, tax, warranty, dispute resolution and legal compliance.

Retention periods vary depending on the type of information and our legal obligations. When information is no longer required, we may delete, anonymize or securely dispose of it.

13. Information Security

We use reasonable administrative, technical and organizational safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration and disclosure.

No method of transmission over the internet or electronic storage is completely secure. We therefore cannot guarantee absolute security.

You are responsible for keeping your account credentials confidential and for notifying us promptly if you suspect unauthorized account activity.

14. Your Privacy Rights

Depending on where you live and the law that applies, you may have rights to:

• Request access to personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information, subject to legal exceptions.
• Request restriction of or object to certain processing.
• Request a portable copy of certain personal information.
• Withdraw consent where processing is based on consent.
• Opt out of certain targeted advertising, sale or sharing as defined by applicable law.
• Lodge a complaint with an appropriate data-protection authority.

To make a privacy request, email support@xilugs.com. We may need to verify your identity before completing a request. We will respond in accordance with applicable law.

Certain information may be retained where required for tax, accounting, fraud prevention, dispute resolution or other legal purposes.

15. United States Privacy Choices

Residents of certain U.S. states may have additional rights relating to targeted advertising and the sale or sharing of personal information as those terms are defined by applicable law.

Where required and enabled, you may use the data-sharing opt-out or privacy controls provided through our website. You may also contact us using the details below.

16. Children's Privacy

Our website and products are not directed to children, and we do not knowingly collect personal information from children below the minimum legal age in their jurisdiction. If you believe a child has provided personal information to us, please contact us so we can review and take appropriate action.

17. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our practices, services, technology or legal obligations. The revised version will be posted on this page with an updated “Last updated” date.

We encourage you to review this page periodically. Where required by law, we will provide additional notice of material changes.

18. Privacy FAQs

Does XILUGS sell my personal information? Does XILUGS store my complete card number? How can I stop marketing messages? How can I request deletion of my information?

19. Contact XILUGS

For privacy questions, requests or complaints, contact:

XILUGS
Email: support@xilugs.com
Phone / WhatsApp: +84 635 679 01
Address: 90 Nguyen Tuan Street, Thanh Xuan, Hanoi 10000, Vietnam

Please do not send passwords, complete card numbers or card security codes by email or messaging services.