Privacy Policy

Last updated: 18 August 2026

Personal data is processed through the online smartshop of Novus VOF (hereinafter: “we” or “us”). We consider the careful handling of personal data to be of great importance. Personal data is therefore processed and secured with care.

When processing personal data, we comply with applicable privacy legislation, including the General Data Protection Regulation (GDPR). This means, among other things, that:

• We clearly state the purposes for which we process personal data.
• We limit the processing of personal data to what is necessary for legitimate purposes.
• We request consent when consent is the required legal basis for a processing activity.
• We take appropriate technical and organisational security measures to protect personal data.
• We respect your privacy rights, such as the right of access, correction and deletion.

1. Use of personal data

When you use our webshop, place an order or contact us, we may process personal data relating to you. We only process data that is necessary for our services, the performance of agreements, compliance with legal obligations and other legitimate business purposes.

Depending on your use of our services, we may process, among other things, the following data:

• Name and address details (name, address and place of residence)
• Telephone number and email address
• Billing and delivery address
• Order and purchase details
• Payment details
• Date of birth for age verification
• IP address and technical data
• Content of messages you send to our customer service
• Attachments and images that you add to customer messages yourself
• Other data that you provide to us yourself

We use this data, among other things, for processing and delivering orders, payments, customer service, fraud prevention, security and compliance with legal obligations.

Age verification (18+)

Due to the nature of our product range, certain products may only be sold to persons aged 18 and over. We may process your date of birth to verify whether you meet the applicable age requirements. Where age verification is necessary, we cannot accept the relevant order without completing this verification.

Customer service and email

When you contact our customer service by email or in another way, we process the data necessary to handle your question or request. This may include, among other things, your name, email address, order number, order details and the content of your message.

For the processing of customer communications, we use email and supporting software systems. Customer messages may be linked to previous correspondence and relevant order information so that we can handle your question efficiently.

Use of artificial intelligence (AI)

We may use artificial intelligence to support our customer service. AI systems may, for example, be used to analyse customer questions, identify the language of a message, translate messages and prepare draft responses.

For this purpose, data from your customer message may be processed by an external AI service provider, such as Google Gemini. An AI-generated response is used to support our customer service and may be reviewed or adjusted by an employee before being sent.

We aim to process only data that is necessary for the relevant purpose and take appropriate measures to protect personal data when using such systems.

2. Legal bases for processing

We process personal data only where a valid legal basis exists. Depending on the situation, this may be:

• Performance of an agreement: for example, for processing, payment and delivery of your order and answering questions about your order.
• Legal obligation: for example, for our tax administration and applicable legal obligations.
• Legitimate interest: for example, for security, fraud prevention, improving our services and providing efficient customer service, while taking your privacy interests into account.
• Consent: where the law requires your consent for a specific processing activity.

3. Our partners and disclosure to third parties

For the provision of our services and the operation of our webshop, we work with specialised service providers. They receive personal data only insofar as this is necessary for their services. We do not sell your personal data to third parties.

Transfers outside the European Economic Area

Some of our service providers operate internationally. As a result, personal data may in certain cases be processed outside the European Economic Area (EEA). Where this occurs, we ensure that a valid legal basis and appropriate safeguards are in place, such as an adequacy decision or applicable Standard Contractual Clauses.

4. Discreet shipping & privacy

We understand that privacy is important when purchasing our products. We therefore maintain a policy for discreet shipping:

• Orders are packaged discreetly and neutrally.
• The shipping label states NOVUS VOF as the sender.
• No references to the contents of the parcel or the name of the smartshop are placed on the outside of the parcel.

5. Cookies & analytics tools

We use cookies and similar technologies to enable our website to function and, where permitted, to analyse its use.

• Google Analytics: is used to analyse the use of our website. Where applicable, we take privacy-enhancing measures, such as limiting the processing of IP addresses.
• Microsoft Clarity: is used to gain insight into the use and usability of our website.

For cookies for which consent is required under applicable law, we ask for your consent in advance.

6. Security and retention periods

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access and other undesirable forms of processing.

We do not retain personal data for longer than necessary for the purpose for which it was collected, unless we are legally required to retain the data for longer.

• Data that forms part of our financial administration is retained in accordance with the applicable statutory tax retention period.
• Order data is retained for as long as necessary for performance of the agreement, customer service, warranty, disputes and legal obligations.
• Customer service correspondence is not retained for longer than necessary for handling customer questions, follow-up, disputes and improving our services.

7. Your rights

You have, insofar as the law allows this in your situation, the right to:

• access your personal data;
• have incorrect personal data corrected;
• have your personal data deleted;
• have the processing of your data restricted;
• object to certain processing activities;
• have your data transferred in certain cases;
• withdraw previously given consent.

You can contact us for this purpose using the contact details below. We may ask you for additional information where this is necessary to verify your identity.

In addition, you have the right to lodge a complaint with the competent data protection supervisory authority. In the Netherlands, this is the Autoriteit Persoonsgegevens.