Privacy Policy

Last updated: 9 June 2026

This Privacy Policy explains how M ROSS collects, uses, stores, shares and protects your personal information when you visit our website, use our online store, place an order, create an account, contact us, subscribe to marketing, or otherwise interact with us.

M ROSS operates this online store and website to provide customers with a curated shopping experience for hair care, beauty, salon and related products. Our store is powered by Shopify, which helps us provide our website, checkout, payment, order and e-commerce services.

For purposes of South African privacy law, including the Protection of Personal Information Act, 4 of 2013 (“POPIA”), M ROSS is the responsible party for the personal information we collect and process through our store, unless stated otherwise.

By using our website or purchasing from us, you acknowledge that you have read and understood this Privacy Policy.

1. Who we are

Business name: M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa

For privacy-related questions, requests or complaints, you can contact us using the email address above.

2. What personal information we collect

Depending on how you interact with our store, we may collect or process the following personal information:

Contact information, including your name, surname, email address, phone number, billing address and delivery address.

Order and transaction information, including products you view, add to cart, purchase, return, exchange or cancel, your order history, delivery details, payment confirmation and related order information.

Payment information, including payment method, payment confirmation and transaction details. Full card details are generally processed securely by Shopify, payment gateways and payment service providers, and are not stored by M ROSS in full.

Account information, including your login details, account preferences, saved addresses and order history if you create an account.

Communication information, including messages, emails, customer service requests, product enquiries, reviews, complaints and any information you choose to send to us.

Device and usage information, including IP address, browser type, device information, pages visited, products viewed, time spent on the website, links clicked and how you interact with our website.

Marketing information, including your marketing preferences, newsletter subscription status, abandoned cart activity, campaign interactions and whether you have opted in or opted out of marketing.

Product advice information, including hair type, hair concerns, scalp concerns, product preferences, allergies or sensitivities where you voluntarily provide this to us. Please do not send us medical or highly sensitive information unless it is necessary for your enquiry.

3. How we collect personal information

We may collect personal information:

Directly from you when you browse our store, create an account, place an order, contact us, subscribe to marketing, complete a form, submit a review or request support.

Automatically through our website, cookies, pixels, analytics tools and similar technologies when you use or interact with our website.

From Shopify, payment providers, courier partners, marketing platforms, analytics providers and other service providers that help us operate our store.

From third parties where legally permitted, such as advertising platforms, fraud prevention tools or business partners.

4. Why we use your personal information

We use your personal information for the following purposes:

To operate our online store and provide our services to you.

To process and fulfil orders, payments, deliveries, returns, refunds and exchanges.

To communicate with you about your order, account, enquiries, returns, complaints or customer service requests.

To provide product recommendations, customer support and a more personalised shopping experience.

To send marketing communications where you have consented or where we are otherwise legally allowed to do so.

To show relevant advertising and measure the performance of our marketing campaigns.

To manage abandoned cart or abandoned checkout communications.

To detect, prevent and respond to fraud, security threats, unauthorised activity, chargebacks or misuse of our website.

To comply with legal, tax, accounting, regulatory and record-keeping obligations.

To protect our rights, property, customers, business and website.

To improve our website, products, customer experience, marketing, operations and services.

5. Legal basis for processing your personal information

We process personal information only where we have a lawful reason to do so. This may include:

Where processing is necessary to perform a contract with you, such as processing your order and arranging delivery.

Where you have given consent, such as subscribing to marketing communications.

Where processing is necessary to comply with a legal obligation.

Where processing protects our legitimate business interests, provided your rights are not unfairly affected.

Where processing is necessary to protect our rights, prevent fraud, resolve disputes or secure our services.

Where you voluntarily provide information to us for a specific purpose, such as asking for product advice or customer support.

Providing personal information to us is usually voluntary. However, if you do not provide information required for an order, delivery, payment, return or customer service request, we may not be able to provide the relevant product or service to you.

6. Marketing and advertising

We may use your personal information to send you marketing communications about M ROSS products, promotions, offers, launches, content or services.

We will only send direct marketing where we are legally allowed to do so. This may be because you have consented, subscribed, made a purchase from us, or otherwise engaged with us in a way that allows us to market similar products to you.

You can opt out of marketing at any time by using the unsubscribe link in our emails, following the opt-out instructions in the message, or contacting us at support@mross.co.za 

Even if you opt out of marketing, we may still send you important non-marketing messages about your orders, payments, deliveries, returns, refunds, account, security or customer service requests.

7. Cookies and tracking technologies

Our website may use cookies, pixels and similar technologies to operate the store, remember your preferences, keep items in your cart, improve website performance, understand customer behaviour, personalise your experience and support advertising.

These technologies may collect information such as your IP address, device type, browser, pages viewed, products clicked, cart activity and how you interact with our website.

You can control or disable cookies through your browser settings. If you disable cookies, some parts of our website may not work properly.

8. When we share personal information

We may share your personal information with trusted third parties where necessary for legitimate business, operational or legal purposes. These may include:

Shopify, which hosts and supports our online store.

Payment gateways and payment service providers.

Courier, delivery and fulfilment partners.

Technology, hosting, security and IT service providers.

Email, SMS, marketing, analytics and advertising platforms.

Customer support, review, loyalty or e-commerce apps used by our store.

Professional advisers such as accountants, attorneys, auditors or insurers.

Regulators, law enforcement, courts or other authorities where required by law.

Business partners or successors if our business is sold, merged, restructured or transferred.

We require service providers to handle personal information responsibly and only use it for the purposes for which it was shared.

9. Relationship with Shopify

Our store is hosted by Shopify. Shopify provides the e-commerce platform that allows us to sell our products and services to you.

When you use our store, your personal information may be processed by Shopify to help operate the website, checkout, payment, order processing, analytics, fraud prevention, customer experience and related services.

Shopify may also process certain information independently where it provides its own services, features or privacy tools. You can learn more about Shopify’s privacy practices by visiting Shopify’s own privacy policy and privacy portal.

10. International transfers

Some of our service providers, including Shopify and other technology providers, may process or store personal information outside South Africa.

Where personal information is transferred outside South Africa, we will take reasonably practicable steps to ensure that appropriate safeguards are in place, as required by applicable privacy laws, including POPIA.

11. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, unless a longer retention period is required or allowed by law.

This may include keeping information for order fulfilment, customer support, returns, refunds, accounting, tax, legal, fraud prevention, dispute resolution, warranty, record-keeping and business purposes.

When personal information is no longer needed, we will delete it, de-identify it or securely retain it only where legally permitted.

12. Security of personal information

We take reasonable technical and organisational measures to protect personal information against loss, misuse, unauthorised access, disclosure, alteration or destruction.

However, no online system, website, email service or electronic storage method is completely secure. We cannot guarantee absolute security, but we will take reasonable steps to protect the personal information we process.

You are responsible for keeping your account login details confidential. Please do not share your password with anyone.

13. Your rights

Subject to applicable law, you may have the right to:

Ask what personal information we hold about you.

Request access to your personal information.

Ask us to correct or update inaccurate, incomplete or outdated personal information.

Ask us to delete personal information where we are no longer legally allowed or required to keep it.

Object to certain processing of your personal information.

Withdraw consent where we rely on consent to process your personal information.

Opt out of direct marketing.

Complain to us about how we handle your personal information.

Complain to the Information Regulator of South Africa if you believe your personal information has been processed unlawfully.

To exercise your rights, please contact us at support@mross.co.za. We may need to verify your identity before responding to your request.

14. Children’s privacy

Our website and products are not intended for use by children without the involvement of a parent or legal guardian.

We do not knowingly collect personal information from children unless allowed by law or provided with the consent or involvement of a parent or guardian.

If you believe that a child has provided us with personal information without the required consent, please contact us and we will take appropriate steps.

15. Third-party websites and links

Our website may contain links to third-party websites, apps, platforms or services.

We are not responsible for the privacy practices, content, security or policies of third-party websites. If you click on a third-party link, you should review that third party’s own privacy policy before providing personal information.

16. Complaints

If you have a complaint about how M ROSS processes your personal information, please contact us first at:

support@mross.co.za

We will try to resolve your complaint in a fair and reasonable manner.

You also have the right to lodge a complaint with the Information Regulator of South Africa.

Information Regulator South Africa
Website: https://inforegulator.org.za
Email: POPIAComplaints@inforegulator.org.za
Telephone: 010 023 5200
Toll-free: 0800 017 160

17. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, legal requirements or privacy practices.

When we update this policy, we will post the revised version on our website and update the “Last updated” date.

18. Contact us

For questions, privacy requests or complaints, please contact:

M ROSS
Email: support@mross.co.za
Address: 70 Rivonia Road, Sandhurst, Sandton, Gauteng, South Africa