Customer Support Privacy Policy
Effective date: 16 October 2026
This Customer Support Privacy Policy explains how Avanak Industries Ltd, trading as NANACARE (“we”, “us”), handles personal information when you contact us about our products through Amazon, our website, email, telephone or chat.
1. Who we are
Avanak Industries Ltd (trading as NANACARE), Unit 35, Riverside, Power Station Road, WS15 2YR, United Kingdom. Privacy enquiries: inquiries@nanacarecare.com. Website: www.nanacarecare.com.
2. Information we process
Depending on your enquiry, we may process your name, contact details, order number, marketplace, purchased products, delivery or return details, messages, chat transcripts, and information you choose to provide. If telephone recording or transcription is enabled, we will provide appropriate notice. Please do not share unnecessary medical or sensitive information.
3. Why we use your information
We use information to respond to support requests, explain approved product instructions, investigate delivery or product problems, handle returns and complaints, protect our services, meet product-safety duties and comply with legal obligations. Depending on the circumstances, our lawful basis is performance of a contract, our legitimate interests in delivering and improving support, or compliance with legal obligations. Where special-category data is necessary, we will identify a separate condition under data protection law.
4. AI-assisted support
We may use automated or AI-assisted tools for email, chat or telephone support. Where you interact directly with an AI agent, we will make that clear. Such tools may process the content of your enquiry and relevant order details to prepare responses. They are not a substitute for professional medical advice. Product-safety concerns, suspected adverse events and requests requiring specialist review may be referred for further assessment. You may ask us to review an unresolved response by emailing the address above. We do not intend to make decisions producing legal or similarly significant effects solely through automated processing without applicable safeguards.
5. Who receives information
We may share information with relevant marketplaces (including Amazon), ecommerce and communications providers, customer-support and AI technology suppliers, fulfilment providers, professional advisers and authorities where necessary. Providers processing data on our behalf must be subject to appropriate contractual and security protections. We do not sell customer personal information.
6. International transfers
Some providers may process information outside the UK. Where applicable, we use legally recognised transfer mechanisms and safeguards, such as UK adequacy regulations or appropriate contractual protections.
7. Security and retention
We apply proportionate organisational and technical safeguards, including access restrictions. We retain support records only as long as necessary for the relevant enquiry, disputes, product-safety obligations and applicable legal requirements, then delete or anonymise them appropriately.
8. Your rights
Depending on the circumstances, you may request access, correction, deletion, restriction, portability or object to processing. Where we rely on consent, you may withdraw it. You may also have rights relating to solely automated decisions. Contact inquiries@nanacarecare.com to exercise your rights. You may complain to the UK Information Commissioner's Office at ico.org.uk.
9. Changes
We may update this policy as our customer-support systems and legal obligations change. The current version will appear on this page.