LJUBIMAC

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Privacy Policy

‌Effective Date: October 4, 2026‌

LJUBIMAC d.o.o. (“we”, “us”, or “our”), located at Potok 43, Makarska, Croatia, with contact email wdpfm@ljubimacpet.com and contact telephone number +385 99 442 2072, is committed to protecting the privacy and personal data of all users who access and use our e-commerce website www.ljubimacpet.com (“the Site”) and all related products, services, features, and functionalities we make available to you (collectively, “the Services”). This Privacy Policy is designed to clearly, transparently explain how we collect, use, store, share, protect, and process your personal information when you interact with our platform, as well as outline the full scope of rights you hold over your personal data under applicable data protection laws.

By visiting, browsing, creating an account, submitting information, or completing any transaction on the Site, you acknowledge that you have read, understood, and agree to the terms laid out in this Privacy Policy. If you do not agree with any provision contained within this document, please refrain from accessing or using our Services immediately.

1. Introduction and Core Data Protection Principles

Our processing of all user personal data is rooted in a set of foundational principles that align with global privacy regulatory standards, including the General Data Protection Regulation (GDPR) and relevant Croatian national data protection legislation, ensuring we respect your privacy at every step of your experience on our platform.

First, we adhere to the ‌lawful, fair, and transparent principle‌: all personal data processing activities are carried out on a legal basis that is clearly disclosed to you, we never process data in ways that would be misleading or detrimental to your interests, and we make every effort to present our data practices in plain, easy-to-understand language free of overly complex legal jargon. Second, we follow the ‌purpose limitation and data minimization principle‌: we only collect personal data for specific, explicitly stated, legitimate purposes directly tied to delivering our e-commerce pet product Services, and we never collect more information than is strictly necessary to fulfill those pre-stated purposes. Third, we uphold the ‌accuracy and storage limitation principle‌: we take reasonable steps to ensure all personal data we hold about you is kept up to date and free of errors, and we only retain your data for the shortest period necessary to complete the objectives for which it was originally collected. Fourth, we enforce the ‌integrity and confidentiality principle‌: we implement robust technical and organizational security measures to prevent unauthorized access, accidental loss, destruction, or damage to your personal data at all times. Finally, we prioritize the ‌user rights guarantee principle‌: we maintain simple, accessible channels for you to exercise all your statutory rights over your personal data without unnecessary barriers or excessive administrative requirements.

2. Types of Personal Information We Collect

We collect two broad categories of information from you as you interact with the Site: information you actively and voluntarily provide to us, and information we automatically collect as you browse and use our Services. Under no circumstances will we collect special categories of sensitive personal data (such as information related to your racial origin, religious beliefs, health status beyond what is voluntarily shared in product feedback, or biometric identifiers) without your explicit, separate written consent.

2.1 Information You Provide Voluntarily

This refers to all data you submit directly to us when you use specific features of our platform:

  • ‌Account registration data‌: When you create a user account on the Site, you will be asked to provide a valid email address and set a secure password to verify your identity and maintain your account security. You may also optionally choose to provide your full name to personalize your account experience. If you opt to register or log in via a third-party social media account, we will only access the public profile information you explicitly authorize the third-party platform to share with us, such as your display name and profile avatar, and we will never request additional data beyond that permitted by the third-party’s privacy settings.
  • ‌Transaction and order fulfillment data‌: When you place an order for pet products on our Site, we require you to provide your full name, valid contact telephone number, complete shipping address, and billing details to process your purchase, coordinate delivery with our logistics partners, and complete payment settlement. For your protection, we do not store full credit card or payment card information on our own servers: all payment processing activities are handled directly by our PCI DSS-compliant third-party payment service providers.
  • ‌Communication and support data‌: When you reach out to our customer service team via email, the Site’s built-in chat function, or submit product reviews, feedback, or participation in our community discussions, we collect the content of your messages, your display name associated with the interaction, and any contact details you provide to us so that we can respond to your inquiries, resolve issues with your order, and improve our overall service quality.
  • ‌Marketing preference data‌: If you choose to subscribe to our email newsletter for pet care tips, new product announcements, and exclusive promotional offers, we will collect your email address alongside your stated preferences for the type of content you wish to receive.

2.2 Information We Collect Automatically

As you navigate the Site, we and our authorized service providers automatically collect certain technical data through tools including cookies, pixel tags, and similar tracking technologies to help us understand how our platform is being used, troubleshoot technical issues, and optimize your browsing experience:

  • ‌Device and technical data‌: This includes your device model, operating system version, unique device identifier, browser type and language, Internet Protocol (IP) address, and network operator information. This data helps us diagnose server errors, detect potential fraudulent access attempts, and adapt our Site to be compatible with the devices most commonly used by our users.
  • ‌Behavioral usage data‌: We automatically log your browsing history on the Site, search queries for pet products, click-through records, items you add to your shopping cart, product pages you spend time viewing, and your navigation paths between different sections of the platform. This aggregated, non-identifiable usage data allows us to analyze which of our product categories are most popular, identify areas of our user interface that may be confusing for visitors, and make targeted improvements to speed and functionality.
  • ‌Cookie data‌: Our Site uses first-party cookies to remember your saved shopping cart contents, keep you logged in during your browsing session, and save your personal preference settings such as your selected currency and language. We also allow trusted third-party analytics partners to use limited, anonymized cookies to generate aggregated usage reports that help us improve our service offerings, and no personal identifiable data collected via these third-party cookies is ever sold or shared with unrelated advertisers for unauthorized use.

3. How We Use Your Personal Information

Every piece of personal data we collect from you is processed for one or more of the following explicit, legitimate purposes, and we will never repurpose your data for activities that are incompatible with these original stated objectives without obtaining your additional explicit consent:

  1. ‌To deliver and maintain our core e-commerce Services‌: We use your account data, order information, and shipping details to process your purchase, confirm order status, arrange delivery of your ordered pet products to your specified address, track your shipment, process returns and refunds when requested, and complete all other obligations outlined in our terms of service between you and LJUBIMAC d.o.o.
  2. ‌To optimize and personalize your user experience‌: Based on your browsing history, past purchase records, and stated preferences, we may display customized product recommendations for pet supplies that are relevant to your interests, adjust the layout of the Site to show product categories you have previously explored, and ensure you do not see redundant content for items you have already purchased. This personalized service is designed to help you find the right products for your pets more quickly and reduce unnecessary browsing time.
  3. ‌To ensure platform security, prevent fraud, and enforce compliance‌: We use your IP address, device information, and account activity logs to identify unauthorized access attempts, detect fraudulent payment transactions, protect your account from unauthorized takeovers, and investigate any activities that violate our Terms of Service or applicable laws. This processing is necessary to protect the safety and property of all our registered users and the legitimate business interests of LJUBIMAC d.o.o.
  4. ‌To communicate important service-related notifications to you‌: We will use your provided contact email address or telephone number to send you critical updates such as order confirmation alerts, shipping delay notifications, announcements about temporary platform maintenance that may affect your access to the Site, and formal notifications of changes to this Privacy Policy or our Terms of Service that impact your rights as a user. These service-related messages are not promotional in nature, and you cannot opt out of receiving them as long as you hold an active account on our platform, as they are essential to ensuring you can use our Services normally.
  5. ‌To send optional marketing and promotional content‌: If you have explicitly opted in to receive our marketing communications, we will periodically send you email updates with exclusive discount offers for pet products, educational pet care tips written by local animal care experts based in Croatia, previews of new product launches, and invitations to participate in our pet-focused community events. You retain the full right to unsubscribe from all marketing communications at any time, free of charge, by clicking the “unsubscribe” link included at the bottom of every marketing email, or by sending a request to our contact email wdpfm@ljubimacpet.com.
  6. ‌To comply with legal obligations‌: We may process your personal data when we are required to do so by applicable Croatian national law, European Union regulations, or a valid, lawful request from a competent public authority, regulatory body, or judicial institution. In all such cases, we will verify the legitimacy of the request before disclosing any of your personal data, and we will only share the minimum amount of information that is strictly required to fulfill the legal obligation.

4. How We Share Your Personal Information with Third Parties

We will never sell, rent, lease, or trade your personally identifiable personal data to any unrelated third parties for their own marketing or commercial purposes, under any circumstances. We only share your personal information with carefully vetted third parties in the limited, specific circumstances outlined below, and all third-party partners we work with are required to sign strict data protection agreements that oblige them to treat your data with the same level of confidentiality and security that we uphold ourselves:

  • ‌Authorized service providers that support our operations‌: We share necessary data with third-party vendors that help us run our e-commerce platform, process transactions, and deliver our Services. This includes payment processing providers that handle your billing information, logistics and courier companies that receive your shipping address and contact telephone number to deliver your ordered products, cloud hosting providers that store our Site data on secure servers located within the European Economic Area, analytics service providers that help us generate aggregated, anonymized usage reports to improve our platform, and customer support outsourcing partners that assist us in responding to your after-sales inquiries. All of these service providers are only permitted to access your personal data to carry out the specific tasks we have contracted them to perform on our behalf, and they are not allowed to use your data for any of their own independent commercial purposes.
  • ‌Third-party merchants operating on our platform‌: When you purchase a product listed by an independent third-party pet goods merchant on our marketplace, we will share the necessary transaction-related information including your order number, shipping address, and contact telephone number with that specific merchant, so that the merchant can fulfill your order, coordinate shipment, and provide you with dedicated after-sales support for their products. All third-party merchants on our platform are bound by our strict data protection rules that prohibit them from using your information for any activities outside of processing your specific order.
  • ‌Legal and safety-related disclosures‌: We may disclose your personal information to competent public authorities, regulators, or judicial bodies if we determine in good faith that such disclosure is required by applicable law, necessary to respond to a valid legal subpoena, court order, or official government investigation, or reasonably necessary to protect the legal rights, property, personal safety, and security of LJUBIMAC d.o.o, our users, our employees, or members of the general public. We will also disclose your personal data if it is necessary to resolve an ongoing legal dispute, claim, or arbitration proceeding related to your activity on the Site.
  • ‌Corporate transaction transfers‌: In the event that LJUBIMAC d.o.o. undergoes a merger, acquisition, full or partial sale of assets, corporate reorganization, or bankruptcy proceeding, your personal data may be transferred to the relevant succeeding entity as part of the agreed business assets. We will provide you with at least 30 days’ advance notice via a prominent notification on our Site and email to your registered contact address before any such transfer of your personal data takes place, so that you have the opportunity to exercise your applicable rights to request the deletion of your data if you do not consent to the new data processing arrangements under the succeeding entity.

5. Data Storage, Security and Retention Policy

All personal data we collect from you is stored on secure, encrypted cloud servers located within the territory of the European Economic Area, in full compliance with GDPR data transfer requirements. We do not transfer any of your personal identifiable data to countries outside of the European Economic Area that do not have an adequate level of data protection recognized by the European Commission, unless we have implemented appropriate, legally approved safeguards to protect the security of your data, and we will notify you in advance if any such cross-border data transfer becomes necessary.

To protect your personal data from unauthorized access, disclosure, alteration, destruction, or accidental loss, we implement a multi-layered set of technical and organizational security measures: all data transmitted between your browser and our Site is encrypted using industry-standard TLS 1.3 protocols, all stored user data is encrypted at rest with AES-256 encryption technology, we enforce strict role-based access control that limits access to user personal data only to our authorized employees who need that information to perform their job duties, we conduct regular quarterly security audits and vulnerability scans of our entire platform infrastructure, and we maintain a detailed data breach emergency response plan that requires us to notify relevant supervisory authorities and affected users within 72 hours of discovering a personal data breach that poses a high risk to user rights and freedoms.

We will not retain your personal data for any longer than is strictly necessary to achieve the specific purposes for which it was collected. For active registered accounts, we keep your core account, order, and transaction data for the full duration of time that you maintain an active account on our platform. After you submit a formal request to delete your account, we will permanently delete all of your personal identifiable data from our primary systems within 30 days, except for the limited data we are legally required to retain to comply with local tax, commercial, and consumer protection record-keeping laws in Croatia, which we will retain for the legally mandated retention period (typically 5 to 10 years depending on the type of record) before securely deleting or anonymizing that data. We may also retain fully anonymized, aggregated usage data that can no longer be linked back to you as an individual for long-term statistical analysis purposes to help us continually improve our platform services.

6. Your Rights Over Your Personal Data

Under applicable European and Croatian data protection law, you hold a comprehensive set of rights related to your personal personal data, and LJUBIMAC d.o.o. is fully committed to making it easy for you to exercise these rights free of charge:

  1. ‌Right of access‌: You have the right to request a full copy of all personal data that we hold about you, as well as a clear explanation of how we have processed that data, who we have shared it with, and for what purposes.
  2. ‌Right to rectification‌: If you find that any of the personal data we hold about you is inaccurate, incomplete, or out of date, you have the right to request that we correct and update that information immediately. You can edit most of your personal profile information directly from the account settings page when you are logged into your user account, or you can submit a rectification request to our support team.
  3. ‌Right to erasure (“right to be forgotten”)‌: You have the right to request that we permanently delete all of your personal data from our systems, under circumstances including when the data is no longer necessary for the original purposes for which it was collected, when you withdraw your previously given consent to processing, or when you object to our processing activities and we have no overriding legitimate legal grounds to continue processing your data. We will process your erasure request within 30 business days, subject to the limited exceptions for data we are required to retain to comply with legal obligations.
  4. ‌Right to restrict processing‌: You have the right to request that we temporarily pause the processing of your personal data in situations where you contest the accuracy of the data, you believe our processing activities are unlawful, or you no longer need us to process the data but you require us to retain it to establish, defend, or support a legal claim.
  5. ‌Right to data portability‌: You have the right to request that we provide all the personal data you have actively provided to us in a structured, commonly used, machine-readable format, so that you can easily transfer that data to another service provider of your choice.
  6. ‌Right to object to processing‌: You have the right to object at any time to processing of your personal data that is based on our legitimate business interests, including for direct marketing purposes. If you object to direct marketing, we will immediately stop processing your personal data for those marketing purposes with no additional steps required from you.
  7. ‌Right to withdraw consent‌: For any processing activity of your personal data that you previously provided explicit consent for, you retain the full right to withdraw that consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we completed before your withdrawal request was submitted.
  8. ‌Right to lodge a complaint‌: If you believe that our processing of your personal data has violated applicable data protection laws, you have the right to submit a formal complaint to the competent national data protection authority in Croatia, alongside your right to submit a request directly to our data protection team to resolve your concerns.

All requests to exercise your user rights can be submitted by sending a detailed email to our dedicated contact address wdpfm@ljubimacpet.com. We will respond to your request within 30 business days, and we will never charge you any administrative fee for processing valid, non-excessive rights requests. To protect your account security, we may first request a simple verification of your identity before fulfilling your request, to ensure that you are the legitimate account holder making the request.

7. Minor Privacy Protection

Our e-commerce platform is designed and intended for use by adults aged 18 years or older. We do not knowingly collect any personally identifiable personal data directly from children under the age of 16, and no part of our Services is structured to target children in this age group. If you are a parent or legal guardian of a child under 16, and you become aware that your child has submitted personal data to our Site without your appropriate consent, please contact us immediately via our provided email address. We will take prompt steps to permanently delete that information from all of our servers and systems as quickly as possible.

8. Privacy Policy Updates and Contact Information

We reserve the right to periodically review and update this Privacy Policy to reflect changes in our operational practices, new regulatory requirements, or updates to our Service offerings. When we make material changes to this policy that impact your user rights, we will notify you by posting a prominent, clearly visible announcement on the homepage of www.ljubimacpet.com, and we will send a notification to the email address linked to your registered account at least 15 days before the new revised policy goes into effect. Your continued use of the Site after the effective date of the revised Privacy Policy will be considered your acknowledgement and acceptance of the updated terms.

If you have any questions, comments, concerns, or requests related to this Privacy Policy or our personal data processing practices, you can contact our data protection representative at any time via email at wdpfm@ljubimacpet.com, via telephone at +385 99 442 2072, or by postal mail sent to our physical address at Potok 43, Makarska, Croatia. We will respond to all legitimate privacy-related inquiries within 10 business days of receiving your message.