Privacy policy

Last updated: 15 May 2026

1. Who we are

This Privacy Policy describes how Pranir Labs Private Limited (“Pranir Labs”, “Lucenci”, “we”, “us”, or “our”), a company incorporated in India with CIN U21002TS2026PTC210235, collects, uses, and safeguards your information when you visit www.lucenciskin.com (the “Store”) or place an order with us.

We comply with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011, the Digital Personal Data Protection Act, 2023 (DPDPA), and the Consumer Protection Act, 2019, as applicable.

2. Information we collect

Account & order information: name, email address, phone number, billing address, shipping address, order history, and any notes you add to your order.
Payment information: we do not store full card numbers, UPI handles, or net-banking credentials. Payments are processed by our payment provider (currently Shopify Payments and/or Razorpay), which is PCI-DSS compliant. We receive only a transaction reference, the last four digits of the card (where applicable), and the payment status.
Communications: if you write to us, raise a support ticket, or chat with us, we receive the contents of your message and any information you choose to share.
Device & usage data: IP address, browser type, operating system, referring URLs, pages visited, time stamps, and other technical metadata, captured through standard server logs and through the cookies described in section 3.

We do not knowingly collect personal information from children under 18. Our products are intended for adults; minors should use the Store only under the supervision of a parent or legal guardian.

3. Cookies and tracking

We use the following cookies on the Store:

Strictly necessary cookies set by Shopify to operate the Store, keep you signed in, hold your cart, and protect against fraud. These are essential and cannot be disabled.
Analytics cookies set by Shopify to understand how visitors find and use the Store (for example, which products are viewed most). These are loaded only after you give consent through the cookie banner.

We do not currently run any third-party advertising or marketing pixels on the Store. If we add any in the future (such as the Meta Pixel or Google Ads tags), we will update this Privacy Policy and surface the change through the cookie banner before any such pixel is loaded.

You can change your consent choice at any time using the cookie-preferences control in the footer of any page. If you reject (or have not yet responded to) the banner, no analytics or marketing cookies are loaded.

Your choices:

Manage your consent at any time via the cookie-preferences control in the footer.
Block third-party cookies in your browser settings, or use browser-level tracking-protection features.
Use private/incognito browsing to limit the persistence of cookies.

4. How we use information

To process and fulfil your orders, including handing over your shipping details to our courier partners.
To send you transactional messages: order confirmation, payment receipt, dispatch notification, delivery confirmation, return/refund updates, and replies to your support enquiries.
To send you marketing communications (newsletters, product launches, offers), only where you have given consent and which you can withdraw at any time using the “Unsubscribe” link in every marketing email.
To operate, maintain, secure, and improve the Store and our products.
To detect, prevent, and respond to fraud, abuse, security incidents, and other harmful or illegal activity.
To comply with applicable laws and respond to lawful requests from authorities (including GST, income-tax, and consumer-protection authorities).

We do not sell, rent, or trade your personal information to third parties.

5. Who can see your information

Limited access is granted to:

Shopify Inc. and Shopify International Ltd., our e-commerce platform, which hosts the Store, stores customer and order data, and processes payments (Shopify Payments).
Payment processors such as Razorpay Software Pvt Ltd, which process card, UPI, and net-banking transactions.
Courier and logistics partners (such as Delhivery, Bluedart, DTDC, Shiprocket, India Post, Xpressbees, or similar reputed courier companies), which receive your shipping name, address, and phone number to deliver your order.
Microsoft Corporation (Microsoft 365), which provides email delivery for our company email addresses.
Authorised personnel of Pranir Labs who need the information to perform their duties (order fulfilment, customer support, accounting, marketing).
Government or regulatory authorities when required by law, including GST and income-tax authorities for invoicing and accounting purposes.

6. International transfers

Our service providers (Shopify, Microsoft) may process Store traffic and customer data at data centres outside India, including in the United States, the European Union (Ireland), Canada, and other jurisdictions where they operate infrastructure. Where this occurs, the transfer is made under each provider’s standard contractual safeguards.

7. Retention

We retain order and invoice data for at least eight (8) years from the end of the financial year in which the transaction occurred, as required under the Companies Act, 2013 and Indian tax laws. Marketing-consent records are retained for as long as you remain subscribed, plus a reasonable period for evidentiary purposes. Server logs and analytics data are retained for the period set by our service providers (typically up to 12 months). Other personal information is retained only as long as needed for the purpose for which it was collected.

8. Your rights

Subject to applicable law, you have the right to:

Request access to the personal information we hold about you.
Request correction of inaccurate or incomplete information.
Request erasure of your personal information, where applicable (note: we cannot erase information we are legally required to retain, such as tax invoices).
Withdraw consent (where processing is based on consent), including consent to marketing communications and to analytics cookies.
Nominate a person to exercise these rights on your behalf in the event of your death or incapacity.
Lodge a complaint with the Data Protection Board of India under the DPDPA.

To exercise any of these rights, email hello@lucenciskin.com. We will respond within the timeframes required by applicable law.

9. Security

We use reasonable technical and organisational measures — HTTPS encryption in transit, hardened cloud infrastructure (Shopify and Microsoft Azure), access controls, and limited staff access on a need-to-know basis — to protect information against accidental or unlawful loss, access, or disclosure. Payment-card data is handled entirely by PCI-DSS compliant payment processors and never touches our servers. No system is perfectly secure, however, and we cannot guarantee absolute security.

10. Links to other sites

The Store may include links to third-party websites (for example, our social-media pages). We are not responsible for the privacy practices or content of those websites. Please read their privacy policies before sharing any personal information with them.

11. Changes to this Policy

We may update this Privacy Policy from time to time. The “Last updated” date at the top of this page shows when it was most recently revised. Significant changes will be notified to you by email (where you have given us an email address) or by a prominent notice on the Store.

12. Grievance Officer

In accordance with the Information Technology (Reasonable Security Practices and Procedures and Sensitive Personal Data or Information) Rules, 2011 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the contact details of our Grievance Officer are:

Grievance Officer
Pranir Labs Private Limited
H.No 7-2-1087/7, Sanath Nagar, Sowbhagya Nagar,
Hyderabad, Telangana — 500018, India
Email: hello@lucenciskin.com

WhatsApp Support: +91 88856 74612 (Mon-Fri, 9am - 6pm)
Time: Monday to Friday, 9:00 AM to 6:30 PM IST

We endeavour to acknowledge complaints within 24 hours and resolve them within 15 days of receipt, in line with the applicable rules.