Privacy Policy
This policy (“Privacy Policy”) describes how Rohe Frames E-commerce USA LLC with an address at [228 East 45th Street Suite 9E, New York, NY, 10017] (“Rohe” or “we”), collects and uses personal information from users across various platforms, including www.us.roheframes.com, other websites, mobile Sites, services, applications, and platforms operated by Rohe where this Privacy Policy is featured or referenced, or where no separate Privacy Policy is provided, as well as from customers who interact with us through other channels (collectively, the “Sites”). The words “user”, “you” and “your” in this Privacy Policy refer to a user of the Sites.
The Sites are operated by Rohe. The words “user”, “you” and “your” in this Privacy Policy refer to a user of the Sites.
Please read this Privacy Policy carefully, as it applies each time a user accesses the Sites and uses their services.
By using the Sites, you represent that you have read, understood and agree to be bound by this Privacy Policy, the Sites’ Terms of Use, Terms of Sale, and Return Policy (collectively, the “Website Policies”). If you do not agree with the Website Policies, please do not access or use the Sites.
I. Types of Information We Collect from Users and How We Collect it
When you use the Sites, we may collect your (i) personal information (data that personally identifies you), or (ii) aggregate information, concerning your use of the Sites and your account activity (e.g., number and times of logins, most frequently visited pages, IP address, etc.), which does not personally identify you.
We collect the categories of personal information outlined below from the following sources:
A. Information Provided by You
The categories of personal information we may collect from you include:
- Account Information. We collect personal information that you provide when you register for an account to use our services and purchase our products, which may include your name, email, password, account preferences, such as preferred language, and any other information necessary to set up your account;
- Inquiries. We collect personal information that you provide when you contact us and inquire about our services and products, such as your name, email, phone number, and any other information you provide;
- Purchases and Orders. We collect personal information that you provide when you place an order through the Sites to purchase our products, such as your name, email, shipping address, billing address, phone number and any other information you provide. We may also collect details about the transaction, such as product details, purchase price, quantity, and the date of the transaction. Further, when you make a purchase with us directly online or decide to store your payment information with us, we also need to collect credit card or other payment information. Please note that we do not collect and maintain your payment information directly, instead we utilize a third-party payment processor to collect and facilitate all online payments on our behalf. Additionally, if you choose to store your payment information on your account, such information will be stored by the payment processor and not with us directly. Please see the section on how we share information with our payment processor below for more information;
- Marketing Communications. If you sign up to receive news or alerts from us, via email or text message, we collect your email and phone number in order to send you regular updates about the products and services we provide. You will not receive marketing communications from us unless you opt-in to receive such communications.
- Promotional Events. If you register for an event, we collect information about you, such as your name, email address, phone number, and any other information that needs to be provided to participate in the event, as described by the relevant terms in each instance. Depending on the event, if Rohe takes photos/and or videos of the event, photos/and or videos of the participants may also be collected.
Please be aware that if you do not allow us to collect certain personal information from you, we may not be able to deliver certain services to you, and some of our services may not be able to take account of your interests and preferences. If collection of personal information is mandatory, we will make that clear at the point of collection so that you can make an informed decision whether to provide your information.
B. Automatically Collected Information
When you access or use our Sites, some information not associated with specific users, such as device type, location information, IP address, cookie identifiers, webpage traffic, and access time is automatically collected in order to ensure the Sites’ functionality. Once your user profile is created, anytime you log in, we will collect additional information and add it to your user profile, such as the products you have ordered, and any other information that may be available from time to time.
Cookies. The Sites use cookies. A cookie is a small text file that is stored on a user’s computer for record keeping purposes. Cookies can be either session cookies or persistent cookies. A session cookie expires when you close your browser and is used to make it easier for you to navigate our Sites. A persistent cookie remains on your hard drive for an extended period of time.
We use cookies to identify you when you access the Sites, to personalize your experience on the Sites, to provide ads, marketing communications and social media features, to analyze our traffic and customers’ interactions with advertising banners, and to identify repeat visitors for statistical purposes. We also share information about your use of the Sites with our social media, and advertising partners, who may combine it with other information that you have provided to them or that they have collected from your use of their services.
When you first visit our Sites, we provide you with a choice to either accept or deny certain cookies. If you choose to decline cookies, please note that some of the features and services of the Sites may not function as well as intended. Even if you choose to accept cookies, you are always free to change your mind and revoke that consent. Most browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies. Please note that the Sites use certain cookies that are fundamentally necessary for the Sites to work and allow you to use the functions of our services. Without this type of cookies, you cannot receive the requested services. These cookies enable services that you have specifically requested and allow you to use the Sites’ features (e.g., logging in). We need these cookies to provide you with our services and you cannot deny necessary cookies.
Web Beacons. We may use standard Internet technology, such as web beacons and other similar technologies, to track your use of the Sites. Web beacons are tiny graphics with a unique identifier, and unlike cookies, which are stored on your device, web beacons are embedded invisibly on the web pages. The information we obtain in this manner enables us to customize the services we offer to users of our Sites, to deliver targeted advertisements, and to measure the overall effectiveness of our online advertising, content, programming, or other activities.
Geolocation. Based on your interaction with the Sites, the type of device you use to access the Sites, and your device’s connectivity, we may collect location-based information. We may use this type of information to enhance your user experience, including using location information to better understand your interaction with our services. Unless you otherwise provide us with your consent to do otherwise, this information will only be used by us and our third-party service providers to provide you with the services you request or in an aggregated and anonymized format, which does not identify you.
C. Third-Party Sources
We may receive personal information about you from our business partners and service providers (such as advertising partners, data analytics providers, and mailing lists providers), or other third parties to whom you have provided your information, and consented to the sale, rental or transfer thereof, and combine this information with other information we collect from you. Occasionally, we may obtain information about you from third parties such as a data aggregator or vendor who provide us with additional information about our existing customers.
Social Media. When accessing the Sites through a third-party social media site and/or application, we may access some of your information from your social media account, such as name, email address, and profile picture. Please note that some aggregate information, that does not personally identify you, such as content viewed on the social media site/application, may also be collected by us if you access the Sites through a third-party social media site. Further, if you have consented on a third-party social media site to sharing your personal information with other third parties, we may collect your personal information that is part of your profile or that you post publicly, such as your basic account information and any other additional information or activities that you permit the third party social network to share with third parties or that you post publicly on a Rohe social networking page.
Please note that this Privacy Policy does not apply to third-party social media sites, and you should always refer to the privacy policies of the relevant social media sites for information concerning their collection and processing of information.
D. Communications with Rohe
Customer Service. If you fill out a questionnaire or contact our Customer Service department by phone or by email, we will collect certain personal information from you, such as your name, address, email address and phone number. We may need to use your personal information to further contact you to respond to your inquiry or request.
Live Chat. If you use the live chat feature on our Sites, we will collect certain information from you such as your name, email address, and information about why you are chatting with us. We only collect this information in order to communicate with you, address why you are chatting with us, and ensure that you have a great customer experience. Our live chat is operated by a third-party service provider, who can use such information only in compliance with this Privacy Policy to provide customer service and for no other purpose.
Texts. If you have signed up to receive text messages from us, we may collect information from you through one of our inbound text messaging programs. You agree to receive recurring automated promotional and personalized marketing text (e.g., SMS and MMS) and other messages (e.g., cart reminders) from Rohe to the mobile telephone number you provided when signing up or any other number that you designate. Consent to receive automated marketing text messages is not a condition of any purchase. Message and data rates may apply. Message frequency will vary.
II. How We Use Your Information
Your information is processed using primarily electronic means and is used, without limitation, for the following purposes:
- Order Fulfilment. We use information collected to process and ship your order(s), to inform you about the status of your order(s), facilitate any returns and to follow up with you about your satisfaction with the ordered products;
- Product and Service Offerings. We use information collected to provide our products and services and to follow up with you about your satisfaction with the same;
- Account Activity. We may use information collected to maintain your account with us (e.g., account verification), including administering any programs associated with such accounts, to communicate with you regarding your account and for customer support purposes;
- Customization. We may use information collected to monitor and analyze trends, usage, and activities in connection with our products and services in order to manage and optimize your browsing experience. Further, we may use the information collected to provide you with product recommendations, offers, content and rewards that are tailored to your interests and profile, and to target advertisements to you on third-party platforms and websites. We may use also information collected to personalize your experience and save you time when you visit our Sites (e.g., by remembering your login ID and password);
- Marketing. If you have signed up to receive our newsletter, we may use this information to send you marketing communications, such as email communications, [mobile messages (including text and/or push notifications), and postal mailings. These communications may inform you about new products, special discounts and other news and special offers. [On occasion, these communications may also contain information or offers about third-party products;
- Product and Site Development. We may use personal information to create non-identifiable information that we may use, alone or in the aggregate with information obtained from other sources, in order to help us optimally deliver our existing products and services, develop new products and services, or conduct statistical analyses to the functioning of the Site. From time to time, Rohe may perform research (online and offline) via surveys (directly or through third parties) to help us better serve our customers by learning more about their needs and the quality of the products and services we provide. Anonymized and aggregated information is used for a variety of functions, including the measurement of Sites visitors’ interest in and use of various portions or features of the Site;
- Events and Promotions. We may use information collected to host events, or facilitate marketing campaigns or promotions;
- Customer Service. If you have requested further information, contacted customer service or in any other way requested that we contact you, we will use your personal information to respond to such a request. We may also use your information to ensure we are providing the highest level of customer service, and to identify any potential gaps or potential improvements to the same. Further, we may use information collected to send you security alerts, support messages, and other transactional messages;
- General Business Purposes. We may use information collected for other general business purposes, such as to maintain the day-to-day operation and security of our Sites, to ensure that our Sites are working as intended, to protect the integrity of our business, and for analytics, auditing and technical assistance purposes. Further, we might use the information collected to secure online transactions, prevent fraud and payment incidents, and manage debt collection;
- Corporate Purposes. We may use information collected to evaluate or conduct a merger, divestiture, restructuring, reorganization, dissolution, or other sale or transfer of some or all of Rohe’s assets, whether as a going concern or as part of bankruptcy, liquidation, or similar proceeding, in which personal information held by Rohe about our Sites users is among the assets transferred; and
- Legal Purposes. We may collect and use personal information to enforce our contracts, including our Website Policies, to resolve disputes, to carry out our obligations and enforce our rights, and to protect our business interests and the interests and rights of third parties. We also collect information in order to comply with certain legal rules and regulations that we are subject to, and as required by law enforcement and/or regulatory authorities.
III. How We Protect Your Information
The Sites use Secure Socket Layer (SSL) / Transport Layer Security (TLS)] software and similar encrypting systems to protect your information when you purchase products on the Sites. Only employees, contractors and agents of the Sites operator may access user information on a need-to-know basis and only for the purposes set forth in this Privacy Policy.
While we make reasonable efforts to ensure your information is processed and stored in a secure manner, we cannot guarantee the security of data transferred over the Internet and you assume the risk of any such transfer.
IV. Where We Store Your Information
Your information will be collected and stored in the United States and Netherlands.
V. Sharing Your Information
We will not sell or otherwise disclose your information, except as described in this section and other relevant sections of this Privacy Policy.
Generally, we share your personal information as necessary to provide the services or products you request. We also may share your personal information when required by law, to protect your rights and safety, and with your consent. Specifically, we may share your personal information with third parties, including:
- Affiliated Brands and Companies. We may share your information with companies affiliated with Rohe, including licensees and joint venture partners, who may be located outside the United States. These parties may only use your information in compliance with this Privacy Policy;
- Authorized Service Providers. We may retain third-party service providers in order to process your data in connection with the services provided on the Sites. These services may include but are not limited to IT support, website hosting, customer service, payment processing, marketing communications, analytics, logistics, order fulfilment, financing, and fraud prevention. Third parties who perform these operations are only permitted to use the information provided to them to perform their function and for no other purpose;
- Credit Reference or Fraud Prevention Agencies. We may share your information with credit reference or fraud prevention agencies which may retain such information as permitted by applicable law;
- Advertising and Other Partners. We may allow third parties through an advertising network to target custom content and ads to you on the Sites. We may also share your information with third-party companies Rohe partners with, in order to provide you with integrated services and for their own marketing purposes;
- Social Media. We may share your information with social media providers, who may re-use your personal information for their independent activities in compliance with their respective privacy policies.
- Data Aggregators. We may disclose aggregated or de-identified information that cannot reasonably be used to identify you, to data aggregators. We process, maintain, and use this information only in a de-identified fashion and will not attempt to re-identify such information, except as permitted by law;
- Successors in Interest. In the event there is a change in the corporate structure of Rohe including, without limitation, by merger, consolidation, sale, liquidation, transfer of substantial assets, or in the unlikely event of bankruptcy, we may, in our sole discretion, transfer, sell or assign users’ information collected on and through the Sites to one or more affiliated or unaffiliated third parties or successor in interest;
- Professional Advisors. We may disclose personal information to our legal, financial, insurance and other professional advisors where necessary to obtain advice or otherwise protect and manage our business interests; and
- Law Enforcement. We may disclose a user’s information when required to do so to comply with applicable law or legal process or to respond to a request from law enforcement and/or regulatory authorities. We may also provide your information in situations where we believe disclosure is appropriate in connection with efforts to investigate, prevent, or take other action regarding illegal activity, suspected fraud or other wrongdoing, to protect and defend the rights, property, or safety of our company, our consumers, our employees, or others, or to enforce our Website Policies or other agreements or policies.
VI. How Long We Store Your Personal Information For
Rohe retains your personal information for as long as necessary to fulfill the purpose(s) for which it was collected, provide our services, resolve disputes, establish legal defenses, conduct audits, pursue legitimate business purposes, enforce our agreements, and comply with applicable laws. When we are no longer required to retain the personal information as described above, we will destroy, erase, or de-identify it, unless we are legally required to maintain it for longer.
VII. Links to Third-Party Sites
The Sites may contain links to third-party websites. We do not operate, control, monitor, endorse or guarantee those third-party websites. This Privacy Policy does not apply to the collection and use of information by such third-party websites. We suggest that you carefully read the privacy policy and other policies of all third-party websites.
We provide hyperlinks to third-party websites only for the convenience of our users and it is not a recommendation that users access such third-party websites. We do not guarantee the services or goods provided and sold by such third-party websites to Internet users. YOU AGREE THAT YOUR USE OF ANY THIRD-PARTY WEBSITE IS AT YOUR SOLE RISK AND WITHOUT WARRANTIES OF ANY KIND BY ROHE, EXPRESS, IMPLIED OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, WARRANTIES OF TITLE, FITNESS FOR A PARTICULAR PURPOSE, MERCHANTABILITY OR NONINFRINGEMENT. UNDER NO CIRCUMSTANCES SHALL ROHE BE LIABLE FOR DAMAGES ARISING FROM ANY TRANSACTION BETWEEN YOU AND ANY THIRD-PARTY WEBSITE OR FOR ANY INFORMATION APPEARING ON THIRD-PARTY WEBSITES.
VIII. Changing, Updating, or Removing Your Information
You may update, correct or remove your personal information at any time and free of charge by emailing us at customercare@roheframes.com. We may ask that you identify yourself and the information you wish to access, change or delete for security purposes, and we will comply with your request as soon as reasonably practicable. By removing some of your information, you may not be able to access some of the Sites’ features. We may keep some of your personal information if required by law and/or for recordkeeping purposes.
IX. Opting-Out of Our Marketing Communications
Email. You may unsubscribe from any marketing email communications by clicking on the “Unsubscribe” button included in all of our marketing communications or by contacting us at customercare@roheframes.com. Note that you will continue to receive transaction-related emails regarding products or services you have requested. We may also send you certain non-promotional communications regarding Rohe and our services and, to the extent permitted by law, you will not be able to opt out of those communications (e.g., communications regarding updates to our Website Policies).
Text. To stop receiving text messages, reply “STOP” to any text message you have received from us. Note that you will continue to receive transaction-related emails regarding services you have requested. We may also send you certain non-promotional communications regarding Rohe and our services and, to the extent permitted by law, you will not be able to opt out of those communications (e.g., communications regarding updates to our Website Policies).
Our Sites do not recognize Do Not Track signals. Some third parties may collect aggregate information about the users’ online activities over time and across websites when they use the Sites. While this information does not include personally identifiable information, certain processing activities that combine aggregate information with other information in possession of such third parties could result in the identification of users.
XI. Rights of California Residents
Pursuant to California Civil Code Sec. 1789.3, California resident users are entitled to know that they may file grievances and complaints with the California Department of Consumer Affairs, 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834; or by telephone at (800) 952-5210; or by email to dca@dca.ca.gov. For more information about protecting your privacy, you may wish to visit: www.ftc.gov.
XII. Children’s Rights
We do not sell products or services for purchase by children. If you are under 18 years old, you may use the Sites only under the supervision of a parent or guardian. In accordance with the Federal Children’s Online Privacy Protection Act of 1998 (COPPA), we do not knowingly collect, solicit or use personal information of children under the age of 13 provided without parental consent. Should we become aware that a user under the age of 13 has registered without verifiable parental consent, any such information will be deleted.
XIII. Updates to Our Privacy Policy
Rohe may amend or update all or any portion of this Privacy Policy, at any time, without notice, in its sole discretion. Please access this section regularly to verify if any changes were made to our Privacy Policy and to review the updated Privacy Policy.
If you have any questions or comments about this notice, the ways in which Rohe collects and uses your information described above, your choices and rights regarding such use, please do not hesitate to contact us at customercare@roheframes.com or +1 302-595-7794.