Privacy policy

Understanding why and how we process your personal data. At Aurooa, we are committed to protecting our customers' personal data and privacy. Upholding this commitment is essential to our success and reputation, and ultimately enables us to fulfill our vision of "helping People see more clearly and enjoy a better life to the fullest."

1. Introduction

1.1 Who we are?

Aurooa Eyewear – Clarity, Comfort, and Style for Every Vision

Aurooa is an innovative eyewear company founded in 2007 and headquartered in Shenzhen, China. With over 50 physical optical retail centers across the country, we combine local expertise with global vision to deliver personalized eye care and premium eyewear experiences.

We are dedicated to enhancing the way people see and experience the world. At Aurooa, we believe that clear vision is the foundation of a vibrant life. By integrating advanced optical technology with timeless design, we create high-quality glasses for every lifestyle.

Our comprehensive range includes prescription eyeglasses, sunglasses, blue light blocking lenses, and progressive lenses. Every frame is crafted from premium materials—such as lightweight titanium, eco-friendly acetate, and durable stainless steel—to ensure comfort, durability, and elegance.

We also offer seamless online services, allowing customers to choose frames, submit prescriptions, and receive custom-crafted glasses delivered to their door—all with exceptional value.

More than just a brand, Aurooa is committed to innovation, sustainability, and well-being. From advanced lens coatings to eco-conscious packaging, every detail reflects our mission: to help you see more clearly, feel more confident, and live life to the fullest.

Discover your perfect pair at Aurooa—where vision meets vision.

1.2 What is the purpose of this Privacy Notice?

Within the AUROOA Group, we attach particular importance to the lawful processing, confidentiality and security of your Personal Data.

The purpose of this Privacy Notice is to inform you in a clear, simple and complete manner of the processing that we carry out on the Personal Data that we process, the possible transfer to third parties as well as your rights and the options you have to control your Personal Data and to protect your privacy, in accordance with the applicable legislation.

We may update this Privacy Notice from time to time and recommend that you regularly check this page to ensure that you are up to date on our processing activities. We will notify you of any significant changes to the processing of data that we carry out.

We may provide different or additional privacy notices in connection with certain activities, programs, and offerings.

We may also provide additional “just-in-time” notices that may supplement or clarify our privacy practices or provide you with additional choices regarding your Personal Data.

Our websites (‘Sites’) may include links to websites and/or applications operated and maintained by third parties. Please note that we have no control over the privacy practices of websites or applications that we do not own or manage. AUROOA encourages you to review the privacy notices of those third parties before connecting.

 2. Where are the personal data collected from?

The Personal Data we collect depends on the point of contact through which you interact with us, as well as the purposes of the interaction. We aim to limit personal data that is relevant and appropriate for this interaction.

We use different methods and various sources to collect data from and about you. We collect and obtain information:

2.1 Provided directly by you

For example, you provide us with your personal data when engaging with us, including such as:

● when booking an appointment, or during the registration process.

when any of our services are being carried out, e.g. during your eye examination, when fitting contact lenses, providing eye health or after care services.

● when creating an account on the Sites or when purchases or communications are carried out via the use of the Site.

● when you update information that you have previously provided to us.

● when providing us with a prescription or referral letter from another firm of optometrists or issued by the NHS.

● when completing a purchase order or joining our engagement programs, prize competitions and events and when you contact us for request, feedback or log a complaint.

● when you respond to a questionnaire or survey.

● We also may maintain call recordings that you make to our customer services calls which are used for quality and assurance purposes.
 

2.2 Using automatic tracking systems

We use some technologies (e.g. cookies and automatic tracking systems) that automatically collect certain items of information relating to the way in which you utilise the Sites and the Services. For further information on the use of Personal Data collected through automatic tracking systems, please refer to our Cookie Policy  

2.3 Through stores visits and other offline technologies

When you visit our store, information may be collected during any pre-examination checks, during your eye examination, during an aftercare services or fittings that we carry out, when you make a purchase from us or for any subsequent adjustments that we make to products purchased. Information concerning the outcome of your eye examination, aftercare or other service will be updated to your patient record, including your prescription.

We also use CCTV in our stores for safety, security, fraud, loss, prevention, and operational purposes.
 

2.4 From other health or medical practitioners or the NHS

As a patient, you may be referred to us by another health or medical practitioner, the National Health Service (NHS) or a contractor or service provider appointed by the NHS. You records will be updated with the information that they provide to us.
 

2.5 From other sources

We may obtain information about you from other sources, such as data analytics providers, marketing or advertising service providers, fraud prevention service providers, vendors that provide services on behalf of us, or information that is publicly available. We also create information based on our analysis of the information we have collected from you.

3. What personal data may we process about you?

The Personal Data we collect depends on the point of contact through which you interact with us, as well as the purposes of this interaction as described hereafter in this Privacy Notice and are also limited to that which is relevant and appropriate for this interaction.

4. Why do we process your personal data?

What are the uses and legal basis for processing personal data? We are required to use your data for purposes defined according to the nature of our relationships. Thus, depending on the context in which your data is collected, it may be used for one or more of the following purposes:

Provision of our eye health services:

● Booking details and date of eye examination.

● Carrying out an eye examination.

● Referrals provided to or received from other medical or health practitioners.

● Providing emergency eye care services.

● Fitting of contact lenses and aftercare.

● Generation and issue of a specification (prescription).

● Fundus images taken of the eye.

● Measurements taken during an eye test.

● Information on any medical or health matters that you share with us.

● Details of prescription glasses and contact lenses prescribed and purchased.

● Details of eye care solutions recommended.

● Responding to investigations, complaints or clinical queries.

Follow-up and execution of your orders in shop and online and the after-sales services management

● Formalise a quotation.

● Manage product sales, online and in-store orders (purchase, delivery and supply of products and services).

● Delivery of your order to your nominated address, including the ability to track the delivery.

● Manage your invoicing and your warranty.

● Manage follow-up and provide after-sales service and customer relations (including, for example, returns, warranty and customer support).

● Send your commercial communications via e-mail, sms, direct mail on similar products, events and services already provided to you, unless you object to such a processing at the time of the collection or any time thereafter.

Transaction and potential unpaid invoices management

● Carry out secure online and in-store payments (with reference to invoicing obligations).

● Manage incidents related to payment and debts.

● Process potential unpaid invoices:

● Identify your known unpaid invoices.

● Inform you of an unpaid amount, of the means available to you to remedy it, to make observations and to request a review of your situation if necessary.

5. How do we process your personal data?

5.1 What methods do we use to process your personal data?

The processing of your Personal Data is carried out, electronically and manually, only within the limits necessary to pursue the purposes outlined above.

We undertake to protect your Personal Data.

We advise that the password is one of the protection mechanisms of the account. Therefore, you are requested to use a password sufficiently secure and stored in a safe place, limiting access to it on your own computers and browsers, disconnecting it after having visited the Sites and/or the Services.

All Personal Data provided by you is kept on secure servers, adopting adequate security measures to protect Personal Data from non-authorised access, to maintain the accuracy of Personal Data and guarantee the proper use of information.

Furthermore, a secure system for authorising credit card payments and identifying fraudulent activities is used. We use the standard SSL (Secure Sockets Layer) to protect the confidentiality of your Personal Data.
 

5.2 We share your Personal Data with other Affiliates of the Group

AUROOA is a global organisation with offices and operations throughout the world and most of your Personal Data is stored and processed within a range of global applications that is used globally by the Affiliates of AUROOA. The majority of the processing of your personal data is carried out through the concentrated services of entity: Aurooa International

We may share your Personal Data with certain Affiliates or Brands of the AUROOA group, based on your preferences and interests about these Affiliates or Brand, for the purposes set out in this Privacy Notice, in each case in or outside your country, as permitted and required by applicable law and/or in other circumstances with your consent.

We may also share your information for our internal business purposes.
 

5.3 Is your Personal Data transferred to third parties?

Service provider

We may disclose your Personal Data with our third parties service providers entrusted with processing activities that provide services or assistance and advice to us, with special – but not exclusive – reference to technology, accounting, administrative, legal, insurance, IT, marketing, customer services, data subject requests management, and data analysis matters.

Each service provider will act as a data processor, on behalf of and in accordance with the instructions received from us, by virtue of a specific agreement in place per Article 28 of the UK GDPR, which sets out its obligations and guarantees the implementation of appropriate technical and organisational measures to respect the Applicable Legislation and the protection of your rights.

We require that any such third-party provider is subject to strict control and implements appropriate guarantees of security and confidentiality of your Personal Data.

Sale or merger

We may also disclose Users Personal Data:

● in the event that we sell any business or assets, in which case we may disclose Users Personal Data to the prospective purchaser of such business or assets; or

● if we sell, buy, merge with, are acquired by, or partner with other companies or businesses, or sell some or all of our assets. In such transactions, Users Personal Data may be among the transferred assets.

● We may share all of the information we collect in connection with a substantial corporate transaction, such as the sale of a website, a merger, consolidation, asset sale, or in the unlikely event of bankruptcy.

Legal process

We may disclose your Personal Data to any authority, court, administrative body, or other authorised third party (including, without limitation, external legal advisors and counsel), where the disclosure of Personal Data is required by law, regulation or court order or where such disclosure is necessary for the protection and defence of our rights.

Other instances

We may ask if you would like to disclose your information with other third parties who are not described elsewhere in this Privacy Notice. Furthermore, we do not sell, rent, or lease your Personal Data to third parties but we may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, without your consent, your Personal Data would not be transferred to the third party.

The abovementioned recipients will process your Personal Data as data controllers, data processors or persons in charge of processing, depending on the circumstances.
 

5.4 Is your Personal Data transferred across the border?

Given the presence of AUROOA in many countries around the world and in order to provide you with personalised service worldwide, some of your data may be collected, accessible or stored outside your country of residence.

As a result of the above, your Personal Data may be accessed and/or transferred to countries which do not have equivalent data protection laws to those required within the European Economic Area (EEA) or United Kingdom.

In such cases, the party transferring the data will ensure that, at all times, appropriate safeguards are implemented to ensure that your Personal Data is processed in accordance with applicable legislation. In this respect, where your Personal Data is processed by another AUROOA entity, the safeguards are based on the commitments taken on the basis of (ii) a dedicated transfer agreement binding upon the AUROOA entity involved in the processing and (ii) a set of common rules applicable through the AUROOA Group Data Protection Policy.

Where your data is processed by AUROOA entities or third parties located outside the European Economic Area or United Kingdom, we will ensure that specific contractual protection is implemented to ensure that this requirement is addressed in accordance with the Applicable Legislation as per Articles 44 of the UK GDPR.

For further information with regard to the appropriate or suitable safeguards and the means by which to obtain a copy of them, you can contact us in accordance with the methods described in this Privacy Notice.
 

5.5 For how long do we retain your Personal Data?

We retain all or part of your Personal Data for the time strictly necessary for the reason

● to meet applicable statutory requirements for data retention,

● to meet and comply with our legal and/or contractual obligations,

● to protect and defend legal claims,

● for as long as necessary to carry out each of the purposes mentioned in this Data Protection Privacy Notice, including for the purposes of satisfying any legal, accounting, reporting requirements.

To determine the appropriate retention period for Personal Data, we consider jointly the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your Personal Data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Once we have established that there is no longer a legal, contractual or other basis to retain your Personal Data, it may be deleted or anonymised. Where it is anonymised, it can no longer be used to identify you directly or indirectly.

Our retention policy requires us to retain customer personal date as follows:

● For adults – 10 years after you were last seen, even if since deceased.

● For children and young people being 18 years and younger – 10 years after they were last seen or until the patient’s 25th birthday, if later. If the child or young person has died, the records will be retained for 10 years after they were last seen.

Should you require further information about our retention periods, please contact us by using the Contact information below.

In some circumstances we may anonymise your Personal Data so that it can no longer be associated with you, in which case we may use such information without further notice to you.
 

5.6 We keep your data safe, updated and accurate

We have a responsibility for the security and accuracy of the Personal Data that we process about you and for keeping data up to date. We have taken steps to eliminate duplicate copies of data and to facilitate updating of data that may change over time.

6. How do we protect your personal data?

AUROOA regards the protection of Personal Data as an essential priority.

In this respect, we have implemented appropriate measures and safeguards to protect the Personal Data that we process.

This is reflected in AUROOA Group’s procedures, guidelines and policies and in the actual measures implemented throughout the Group.

We have put in place appropriate security measures to prevent your Personal Data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your Personal Data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your Personal Data on our instructions, and they are subject to a duty of confidentiality. These measures range from technical security measures that protect IT systems to the physical security measures employed at AUROOA sites. AUROOA also requires its staff to participate in information security training. Details of these measures may be obtained from the Group Information Security Department.

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

7. Your rights

You can exercise any of the following rights, subject to verification of your identity where necessary:

Right of Information and Access

You may request the confirmation of the existence of your Personal Data and to be informed of its content and source and obtain a copy of those Personal Data which AUROOA’s databases currently contain.

Right to Rectification

You may request to rectify the Personal Data that AUROOA’s databases currently contain. We may not accommodate a request to change Personal Data if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

Right to Restriction of the Processing

When applicable, you may restrict the processing of your Personal Data. When such restrictions are not possible, we will advise you accordingly. You can then choose to exercise any other rights under this Privacy Notice, including withdrawing your consent to the processing of your Personal Data.

Right to Object to the Processing

When applicable, you have the right to object to the processing of your Personal Data on grounds relating to your particular situation, if the processing is based on our legitimate interest. In addition, you have the right to object at any time to processing where Personal Data are processed for direct marketing purposes, which includes profiling to the extent that it is related to such direct marketing.

When such objections are not possible, we will advise you accordingly. You can then choose to exercise any other rights under this Privacy Notice, including withdrawing your consent to the processing of your Personal Data.

Right to Erasure

If you should wish to have your Personal Data deleted, then you may submit a request. Upon receipt of such a request for erasure, we will assess your request and will notify you if your request is not successful.

Right to Data Portability

Upon request and when possible and where applicable by local laws, we can provide you with copies of your Personal Data. When such a request cannot be honoured, we will advise you accordingly. You can then choose to exercise any other rights under this Privacy Notice, including withdrawing your consent. Where applicable, we will ensure such changes are shared with any trusted third parties.

Right to Withdraw your Consent

Where processing is based on consent, you may withdraw your consent at any time to the processing of your Personal Data. Upon receipt of such a withdrawal of consent, we will confirm receipt and proceed to stop processing your Personal Data.

Right to lodge a complaint with the relevant data protection supervisory authority

If you are not satisfied with the way we process your Personal Data and/or respond to a request to exercise the rights you have exercised, you can lodge a complaint with the relevant data protection competent supervisory authority.

In order to exercise your rights, please contact: privacy@aurooa.com

Furthermore, we offer tools to you to update and amend your Personal Data. Indeed, every registered User may access his/her own information and update it (e.g., through User account).

Besides, it is also possible for you to modify and update your preferences on how you wish to receive e-mails or other communications from us. You may also request that your information on your account is deleted.