Privacy policy

  • Last updated: 04/09/2026
  • Website: arcawellness.com
  • Website Owner: ARCA WELLNESS COMPANY LIMITED
  • Email: hello@arcawellness.com
  • Hotline: 097 839 9921

ARCA respects customer privacy and is committed to protecting personal information provided during website access, ordering, payment, newsletter registration, warranty or contact with ARCA.

1. Collection purpose and scope

During Customers’ use of the website, ARCA may collect certain necessary information to process orders, deliver goods, provide customer care, and support after purchase, including:

a. Basic personal data:

  • Identification information: Full name.

  • Contact information: Phone number; Email address; Delivery address and billing address.

  • Transaction data: Order information, purchase history, warranty information, technical support.

  • Payment data: Order code, payment status, transaction code (ARCA does not store bank card information/payment passwords).

  • Technical data: IP address, browser type, device used, cookies, and digital behavior on the website.

b. Sensitive personal data:

ARCA may process information about skin condition, health care habits, and portrait images voluntarily provided by Customers for professional consultation. The processing of such data is only carried out with the Customer’s voluntary and clear consent.

ARCA only collects information that is necessary and appropriate for the purpose of providing products, services, and Customer support.

Customers are responsible for the accuracy of the information provided. In the event that the information is inaccurate or incomplete, ARCA may be unable to process orders, deliver goods, provide warranty services, or support related benefits.

The Customer’s consent must be expressed through a clear affirmative action, such as ticking a consent box or confirming via message/email. ARCA does not use pre-selected boxes or forms of silence as a substitute for the Customer’s consent. Customers have the right to give partial or conditional consent for non-mandatory data processing purposes, such as receiving advertising information.

ARCA processes data under Personal Data Protection Law No. 91/2025/QH15 (effective 1 January 2026). Where appropriate, ARCA may process categories of data directly provided by customers for consultation, after-sales support, complaints, warranty and service improvement; sensitive data is processed only with valid consent or another lawful basis.

2. Use purposes

Customer information may be used to :

  • confirm, process and deliver orders; 

  • contact customers regarding orders, delivery, payment or warranty; 

  • provide usage instructions and safety notices; 

  • support returns, refunds, warranty or complaints; 

  • improve the website, products, services and shopping experience; 

  • send new product/offer/event/wellness content if the customer consents; 

  • and perform accounting, tax, legal or lawful authority obligations.

Customers may opt out of marketing messages at any time by contacting ARCA or using the unsubscribe function in emails, if available.

ARCA uses necessary cookies to operate the website, keep customers logged in where applicable and retain cart/session functionality; analytics or marketing cookies are used only where allowed. Customers may adjust browser settings to block cookies, but some website functions may not work properly.

3. Retention

Personal information is retained for as long as necessary for the purposes stated in this Policy, including order processing, warranty, customer care, accounting, tax, dispute resolution and related legal obligations.

When information is no longer needed or when the customer makes a valid deletion request, ARCA will consider and implement deletion, anonymisation or restricted processing under applicable law.

4. Recipients

Customer data is only accessible on a need-to-know basis by 

  • ARCA customer service, operations, accounting, delivery, warranty and related teams; delivery carriers; payment partners; technical partners, website platforms, data storage, email, CRM or website support providers; and competent state authorities when lawfully requested.

5. Data rights

The unit operating the website and managing Customers’ personal information is:

  • Website operating unit: ARCA WELLNESS COMPANY LIMITED
  • Address: 104 Quoc Huong, An Khanh Ward, Ho Chi Minh City
  • Email: hello@arcawellness.com
  • Hotline: 097 839 9921
  • Website: arcawellness.com

Customers may contact ARCA by email or hotline to inspect, update, correct or delete personal information. ARCA may request appropriate verification before acting on a request.

When submitting a request, the customer should state: 

  • The information to be reviewed or corrected; reasons (if any); the scope of data involved; contact details for ARCA's response; and identity verification information where necessary. 

ARCA may refuse or limit a request if retention is required by law, necessary to resolve disputes/complaints/protect legitimate interests, or if the requester cannot be verified.

6. Intake and complaints

ARCA receives feedback about collection, use, storage or processing of data at hello@arcawellness.com and 097 839 9921. 

Process: 

  • intake and documents; 

  • verification within a target of 3 business days; 

  • handling and estimated timeline if more time is needed; 

  • remediation and protection of customer rights.

7. Rights to manage personal data

Customers have the following rights:

  • Right to know and access: To know about processing activities and request a copy of their data.

  • Right to withdraw consent: May be exercised at any time without affecting the lawfulness of processing carried out prior to withdrawal.

  • Right to request deletion/right to be forgotten: To request permanent deletion of data when there is no longer any purpose for processing.

  • Right to object/restrict processing: To request ARCA to stop behavioral analysis or using data for marketing purposes.

  • Right to claim compensation: Customers have the right to claim compensation for damages if ARCA violates data protection regulations and causes actual damage.

For requests relating to personal data, ARCA will carry them out within the time limit prescribed by current law, including the 72-hour time limit from receipt of a valid request in applicable cases.

Certain information may need to continue being retained if it relates to legal, accounting, tax, warranty, complaint handling, or dispute obligations.

Customers have the right to withdraw consent for data processing at any time. Such withdrawal does not affect the lawfulness of data processing carried out before the withdrawal. Customers understand that withdrawal of consent or a request for data deletion may result in ARCA being unable to continue providing certain services or after-sales support related to orders.

8. Security commitment

ARCA applies appropriate technical and organisational measures to protect information from unauthorised access, use, disclosure, modification or destruction. No transmission or storage system can guarantee absolute security.

Customers are responsible for protecting their login credentials, email and devices and should promptly notify ARCA if they suspect unauthorised use or data leakage.

9. Policy changes

ARCA may update or revise this Policy from time to time to reflect business changes, website changes or legal requirements. The new version is effective from the time published on the website unless otherwise stated.