Privacy policy

Last updated: September 15, 2026
This Privacy Policy explains how Sofneu LLC ("Sofneu", "we", "us" or "our") collects, uses, discloses and protects personal information when you visit our U.S. website, purchase our products, create an account, contact us or otherwise interact with us.
We are committed to protecting your privacy and handling personal information in accordance with applicable U.S. privacy laws, including the California Consumer Privacy Act, as amended by the California Privacy Rights Act (collectively, "CCPA/CPRA"), and other applicable U.S. state privacy laws.
This Privacy Policy applies to our U.S. website and services. For information about cookies and similar tracking technologies, please see our separate Cookie Policy.

1. Personal Information We Collect

The personal information we collect depends on how you interact with Sofneu and may include the following categories.

Contact Information

  • Name
  • Email address
  • Telephone number
  • Billing address
  • Shipping address

Order and Transaction Information

  • Products purchased
  • Order history
  • Transaction details
  • Delivery information
  • Returns, exchanges and refunds
  • Information relating to warranty or guarantee claims

Payment Information

Payment information is processed by our payment service providers. Depending on the payment method chosen, this may include payment card information, billing details or other information required to process the transaction. We do not store complete payment card numbers.

Account Information

If a customer account is created, we may collect information associated with that account, including account details, preferences and account activity.

Customer Service Information

  • Correspondence with our customer service team
  • Information relating to orders
  • Returns or refund requests
  • Warranty or guarantee claims
  • Photographs or other information voluntarily provided in support of a claim
  • Feedback or complaints

Reviews and Other Content

If a product review, rating, survey response or other content is submitted, we may collect and process the information provided.

Marketing Preferences

We may collect information about preferences for receiving marketing and promotional communications.

Device and Usage Information

  • IP address
  • Device type
  • Browser type
  • Operating system
  • Referring website or page
  • Pages and products viewed
  • Interactions with our website
  • Approximate location derived from IP address

Inferred Information

We may derive inferences or preferences from the information described above, such as product preferences or purchasing patterns, to improve our products and services.

2. How We Collect Personal Information

  • Directly from you — when a purchase is made, an account is created, communications are subscribed to, a review is submitted, or we are contacted for any reason.
  • Automatically — when our website is visited or interacted with, through cookies, pixels and similar technologies (see our Cookie Policy).
  • From service providers — including providers that assist with ecommerce, payments, fulfilment, delivery, customer service, communications, analytics and other business functions.
  • From other third parties — where permitted by law.

3. Why We Collect and Use Personal Information

  • Processing and fulfilling orders
  • Processing payments and refunds
  • Arranging shipping and delivery
  • Managing customer accounts
  • Providing customer support
  • Responding to enquiries, feedback and complaints
  • Processing returns, exchanges and warranty or guarantee claims
  • Communicating about orders, accounts or services
  • Maintaining and improving products, website and customer experience
  • Understanding how customers use and interact with our services
  • Conducting analytics and measuring business performance
  • Detecting, investigating and preventing fraud, misuse, security incidents or other unlawful activity
  • Sending marketing and promotional communications where permitted by law
  • Maintaining business, financial and transaction records
  • Complying with applicable legal, regulatory, tax and accounting obligations
  • Establishing, exercising or defending legal rights
  • Protecting the rights, property, safety and security of Sofneu, our customers and others

4. How We Disclose Personal Information

We may disclose personal information where reasonably necessary to operate our business, provide our products and services, or comply with applicable law. Recipients may include the following categories.

Ecommerce and Technology Providers

Providers that support our ecommerce platform, website hosting, infrastructure, data storage and other technology services.

Payment and Financial Service Providers

Payment processors, financial institutions and other providers involved in processing, authorising, securing or administering transactions.

Fulfilment, Shipping and Delivery Providers

Warehousing, fulfilment, logistics, postal and courier providers that assist in preparing and delivering orders. We generally provide these providers only with information reasonably necessary to fulfil or deliver an order.

Customer Service and Business Service Providers

Providers that assist with customer support, communications, reviews, fraud prevention and other operational functions.

Analytics and Marketing Service Providers

Providers that assist with understanding customer interactions, measuring website and marketing performance, and communicating with customers. Depending on the technology and settings, information about interactions with our website may be shared with advertising or marketing service providers, which may constitute a "sale" or "sharing" under the CCPA/CPRA.

Professional Advisers

Lawyers, accountants, auditors and insurers where reasonably necessary.

Government, Regulatory and Law Enforcement Authorities

Where required or authorised by applicable law, regulation, court order or other lawful process, or where reasonably necessary to establish, exercise or defend legal rights or protect Sofneu, our customers or others from fraud, security threats or unlawful activity.

Business Transactions

If all or part of our business is involved in a merger, acquisition, restructuring, financing, sale of assets or similar corporate transaction, personal information may be disclosed as reasonably necessary in connection with that transaction.

Shopify

Our online store is powered by Shopify, which provides the ecommerce infrastructure that enables us to operate our online store. As part of providing these services, Shopify may process personal information relating to interactions with our store and transactions made through our website. Shopify handles personal information in accordance with its applicable privacy terms and policies.

5. Sales and Sharing of Personal Information

Under the CCPA/CPRA, "sale" broadly means disclosing personal information for valuable consideration, and "sharing" means disclosing personal information for cross-context behavioral advertising. We do not sell personal information in the traditional sense. However, certain advertising technologies (such as Meta Pixel, Google Ads and TikTok Pixel) may be considered "sharing" under the CCPA/CPRA because they enable cross-context behavioral advertising.

You may opt out of the sale or sharing of your personal information by:

  • Clicking the "Your Privacy Choices" link in our website footer, or
  • Contacting us at service@sofneu.com.

We will process your opt-out request within 15 business days, as required by applicable law.

We also honor Global Privacy Control (GPC) signals. If your browser sends a GPC opt-out signal, we will treat it as an opt-out request for that browser.

6. Your Privacy Rights (CCPA/CPRA)

If you are a resident of California (or another U.S. state with an applicable privacy law), you have the following rights regarding your personal information.

Right to Know

You may request disclosure of the categories and specific pieces of personal information we have collected about you, the categories of sources, the business purposes for collecting or sharing, and the categories of third parties to whom we disclose it.

Right to Delete

You may request deletion of personal information we have collected from you, subject to certain exceptions (such as completing a transaction, detecting fraud, complying with legal obligations, or exercising free speech).

Right to Correct

You may request correction of inaccurate personal information.

Right to Opt Out of Sale or Sharing

You may opt out of the sale or sharing of your personal information, including for cross-context behavioral advertising, as described in Section 5.

Right to Limit Use of Sensitive Personal Information

You may request that we limit the use of sensitive personal information to that which is necessary to provide goods or services.

Right to Non-Discrimination

We will not discriminate against you for exercising any of your privacy rights. We will not deny goods or services, charge different prices or rates, or provide a different level or quality of service solely because you exercised your rights under applicable law.

Authorized Agents

You may designate an authorized agent to make requests on your behalf. The agent must provide written authorization and we may verify your identity directly.

How to Submit a Request

To exercise any of these rights, please contact us at service@sofneu.com with your name, email address and a description of your request. We may need to verify your identity before processing a request. We will respond to verifiable requests within 45 days, as required by applicable law, and may extend this period by an additional 45 days if necessary with notice.

Appeals

If we are unable to fulfill a request, we will explain the reason. You may appeal a decision by contacting us at service@sofneu.com.

7. Marketing Communications

Where permitted by law, we may use contact information to send information about Sofneu products, offers, promotions and other marketing communications.
You can unsubscribe from marketing emails at any time by selecting the unsubscribe link in the relevant email or by contacting us at service@sofneu.com.
If you unsubscribe from marketing communications, we may still send transactional communications necessary to provide our services, including:
  • Order confirmations
  • Payment or refund information
  • Shipping and delivery updates
  • Account or security notices
  • Communications relating to customer service, returns or claims
If we send SMS marketing messages, you may reply STOP to unsubscribe or HELP for assistance. Message and data rates may apply; message frequency varies.

8. Data Security

We take reasonable technical and organisational measures to protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure. Our website uses SSL encryption and our payment processing is PCI DSS compliant.
However, no method of transmission over the internet or method of electronic storage is completely secure. While we take reasonable steps to protect personal information, we cannot guarantee absolute security.

9. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected or as otherwise required or permitted by law, including:
  • Order and transaction records: approximately 3 years for tax, accounting and legal requirements
  • Marketing data: until you unsubscribe or request deletion
  • Browsing and analytics data: 30 days to 12 months, depending on the service provider
  • Customer service records: as long as reasonably necessary for the relationship and legal requirements
When personal information is no longer required and we are not legally required to retain it, we take reasonable steps to destroy or de-identify it.

10. Children's Privacy

Our website and products are intended for a general adult audience and are not directed to children under 13 years of age. We do not knowingly collect personal information from children under 13 in violation of the Children's Online Privacy Protection Act (COPPA).
For California residents under 16, we do not sell or share personal information without affirmative opt-in consent (for those aged 13–15) or consent from a parent or guardian (for those under 13). If you believe a child has provided personal information to us, please contact us at service@sofneu.com so we can review and take appropriate action.

11. Third-Party Websites and Services

Our website may contain links to websites, platforms or services operated by third parties. Those third parties may have their own privacy practices and policies. Sofneu is not responsible for the privacy practices of third-party websites or services that we do not control. We encourage you to review the relevant privacy policies before providing personal information directly to third parties.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business or services, information-handling practices, technology and service providers, or applicable legal or regulatory requirements. When we update this Privacy Policy, we will publish the revised version on our website and update the "Last updated" date at the top of this page. We encourage you to review this Privacy Policy periodically.

13. Contact Us

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or would like to make a privacy-related request, please contact us by email at service@sofneu.com.