Privacy Policy

1. Introduction

This Privacy Policy explains how JIANGSU ZHONGHENG PET ARTICLES JOINT-STOCK CO., LTD ("Company," "we," "us," or "our") collects, uses, stores, protects, and shares personal information when customers contact us for product support, warranty assistance, troubleshooting, returns, replacements, or other product-related inquiries.

This Policy applies to support requests submitted through our website, email, phone, online forms, social media or marketplace messaging channels, and support flows related to purchases made through Amazon or other authorized sales channels.

2. Information We Collect

Depending on how you contact us and the nature of your request, we may collect the following categories of information:

• Contact information: your name, email address, phone number, country/region, and shipping or contact address when needed for support, replacement, return, or warranty handling.
• Order and product information: product name, model, SKU, serial number, purchase date, place of purchase, order number, marketplace order ID, receipt or invoice information, delivery status, warranty status, and related case or ticket numbers.
• Support request information: descriptions of the issue, photos, videos, screenshots, troubleshooting records, product usage details, repair or replacement history, and communications with our support team.
• Technical and website information: IP address, browser type, device information, pages visited, form submission logs, and similar technical data when you use our website or online support forms.
• Communication information: email messages, chat records, call notes, and other records of your communications with us.

We do not intentionally request sensitive personal information such as government ID numbers, full payment card details, account passwords, health information, or biometric information for ordinary product support. Please do not provide such information unless we specifically request it for a lawful and necessary purpose.

3. How We Collect Information

We may collect information directly from you when you submit a support request, complete a form, email us, call us, or communicate with us through an authorized channel. We may also receive limited order-related or support-related information through Amazon or another marketplace support flow when such information is necessary to respond to your request and permitted by the relevant platform rules.

4. How We Use Information

We use customer information for the following purposes:

• to respond to customer inquiries and provide product support;
• to verify purchases, warranty coverage, order details, or eligibility for service;
• to troubleshoot product issues and provide repair, return, replacement, refund, or other after-sales assistance where applicable;
• to communicate with you about your support case, product issue, shipping status, warranty service, or related follow-up;
• to improve our products, support processes, documentation, and customer experience;
• to detect, prevent, and investigate fraud, abuse, security incidents, or unauthorized activity;
• to comply with legal obligations, marketplace program requirements, dispute resolution processes, and internal recordkeeping obligations.

Where applicable law requires a legal basis for processing personal information, we rely on one or more of the following bases: performance of a contract, our legitimate interests in providing customer support and protecting our business, compliance with legal obligations, and your consent where required.

5. Amazon-Specific Data Handling

For support requests connected to Amazon purchases or Amazon-related customer support flows, we follow these principles:

• we collect and use only the information reasonably necessary to respond to the support request or resolve the product-related issue;
• we use order-related and customer-related information only for permitted support, warranty, operational, compliance, security, or issue-resolution purposes;
• we do not use Amazon customer information for unrelated marketing or advertising unless the customer has separately provided valid consent through an appropriate channel;
• we restrict access to customer and order information to personnel and service providers who need it to perform support-related tasks;
• we handle marketplace-related information in accordance with applicable Amazon program rules, marketplace requirements, and applicable law.

Amazon and other marketplaces may process personal information under their own privacy notices and terms when you use their websites, apps, accounts, or support channels.

6. How We Share Information

We do not sell or rent customer personal information. We may share information only as described below:

• Within our company: with authorized employees or teams responsible for customer service, warranty, logistics, quality control, compliance, or technical support.
• Service providers: with vendors that help us operate support systems, host our website, manage email or helpdesk tools, process returns or replacements, deliver shipments, perform repairs, analyze service quality, or protect our systems.
• Marketplace or platform partners: with Amazon or another marketplace where necessary to respond to a support case, verify or resolve an order-related issue, comply with marketplace rules, prevent fraud or abuse, or coordinate customer service.
• Legal and safety purposes: with regulators, courts, law enforcement, professional advisers, or other parties when required by law or when necessary to protect rights, safety, security, or property.
• Business transfers: in connection with a merger, acquisition, financing, restructuring, sale of assets, or similar business transaction, subject to appropriate confidentiality and data protection measures.

7. Data Storage and Retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including providing support, administering warranty service, resolving disputes, maintaining business records, complying with legal obligations, and meeting applicable marketplace or program requirements.

When information is no longer needed, we will delete, anonymize, or securely retain it in accordance with our data retention practices and applicable legal requirements.

8. Data Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, loss, misuse, disclosure, alteration, or destruction. These safeguards may include access controls, password protections, encryption in transit or at rest where appropriate, secure hosting arrangements, staff training, internal confidentiality requirements, and vendor review processes.

No method of transmission or storage is completely secure. However, we take reasonable steps to protect customer information and to limit access to those who need it for legitimate business or support purposes.

9. International Data Transfers

Depending on your location and the systems we use, your information may be processed or stored in countries or regions other than where you live. When we transfer personal information internationally, we take steps designed to protect it in accordance with applicable law and this Policy.

10. Your Privacy Rights and Choices

Depending on your location, you may have rights to request access to, correction of, deletion of, or restriction of certain personal information. You may also have the right to object to certain processing, request data portability, or withdraw consent where processing is based on consent.

To exercise a privacy right or make a privacy-related inquiry, please contact us using the details in the "Contact Us" section below. We may need to verify your identity before responding to certain requests.

11. Marketing Communications

We do not use customer support information obtained through Amazon-related support flows for unrelated marketing. If we send marketing communications through other channels, we will do so only where permitted by law and will provide an appropriate way to opt out.

12. Children’s Privacy

Our products and support channels are not intended for children, and we do not knowingly collect personal information from children in connection with ordinary product support. If you believe a child has provided us with personal information, please contact us so that we can take appropriate action.

13. Third-Party Links and Platforms

Our website or communications may include links to third-party websites or platforms, including Amazon or other marketplaces. We are not responsible for the privacy practices of third parties. Please review the privacy notices of those third parties for information about how they process personal information.

14. Changes to This Policy

We may update this Privacy Policy from time to time. When we make changes, we will update the "Last updated" date above. Material changes may be communicated through our website or other appropriate channels where required by law.

15. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our handling of personal information, please contact us at: