Privacy Policy

Last updated: 2 September 2026

FocusPoint Forensics (Pty) Ltd, registration number K2024411159, trading as Ember & Hearth ("Ember & Hearth", "we", "us" or "our"), operates this online store and website.

Our website is hosted on Shopify, which provides the ecommerce platform that enables us to offer our products and services online.

This Privacy Policy explains how we collect, use, store, disclose and protect personal information when you visit our website, place an order, contact us, interact with our services or otherwise provide personal information to us.

We are committed to handling personal information responsibly and in accordance with applicable South African law, including the Protection of Personal Information Act 4 of 2013 ("POPIA").

1. Personal Information We Collect

The personal information we collect depends on how you interact with Ember & Hearth.

We may collect the following categories of information:

Contact information

This may include:

• your name;
• email address;
• telephone number;
• billing address;
• delivery address; and
• other contact information you provide to us.

Order and transaction information

This may include:

• products ordered;
• order number;
• transaction history;
• delivery information;
• returns or refund information; and
• communications relating to your order.

Payment information

Payments made through our website are processed by authorised third party payment providers.

Depending on the payment method used, the payment provider may collect payment card, banking or other financial information directly from you.

Ember & Hearth may receive information such as:

• payment confirmation;
• transaction status;
• payment method;
• transaction reference numbers; and
• limited payment information necessary to administer an order.

We do not intentionally store customers' complete payment card details where these are processed directly by an authorised payment provider.

Account information

Where customer accounts are available, we may process information including your account details, preferences, settings and order history.

Communications

We may collect information that you provide when you:

• contact us;
• make an enquiry;
• request customer support;
• submit a return or refund request; or
• otherwise communicate with Ember & Hearth.

Device and website usage information

When you use our website, certain information may be collected automatically, including:

• IP address;
• browser type;
• device information;
• network information;
• pages viewed;
• actions taken on the website;
• referring website;
• approximate location derived from technical information; and
• cookies and similar technologies.

2. How We Collect Personal Information

We may collect personal information:

• directly from you;
• when you place an order;
• when you communicate with us;
• when you create or use a customer account;
• automatically when you use our website;
• through cookies and similar technologies;
• from Shopify;
• from payment providers;
• from courier and delivery providers;
• from service providers that assist us with operating our business; and
• from other third parties where permitted by law.

3. How We Use Personal Information

We may use your personal information for purposes including:

Processing and fulfilling orders

We use information to:

• process purchases;
• confirm payment;
• prepare orders;
• arrange delivery;
• provide order updates;
• manage returns and refunds; and
• provide customer support.

Communicating with you

We may contact you regarding:

• your order;
• delivery;
• payment;
• customer enquiries;
• product support;
• returns;
• refunds;
• complaints; and
• other matters relating to our relationship with you.

Operating and improving our website

We may use information to:

• operate our online store;
• understand how visitors use the website;
• improve website functionality;
• improve our products and services;
• troubleshoot technical problems; and
• improve the customer experience.

Security and fraud prevention

We may process information to:

• protect our website;
• detect suspicious or fraudulent transactions;
• prevent misuse;
• protect our customers;
• investigate security incidents; and
• protect our legal rights.

Legal and regulatory purposes

We may process information where reasonably necessary to:

• comply with applicable laws;
• maintain legally required business and transaction records;
• respond to lawful requests from regulators or authorities;
• establish, exercise or defend legal rights; and
• enforce our terms and policies.

4. Marketing Communications

Where permitted by law, and where any required consent has been obtained, we may use your contact information to send you information about Ember & Hearth products, promotions, offers or other relevant news.

You may unsubscribe from electronic marketing communications at any time by using the unsubscribe option provided in the communication or by contacting us.

Unsubscribing from marketing communications will not prevent us from sending necessary communications relating to an order, payment, delivery, customer service matter or other existing transaction.

5. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

• operate the online store;
• remember preferences;
• maintain shopping cart functionality;
• understand website usage;
• improve website performance;
• support security and fraud prevention; and
• where permitted, support analytics and advertising.

Some cookies are necessary for the website to function properly.

Other cookies or tracking technologies may be subject to consent requirements depending on your location and applicable law.

Shopify and other service providers may also use cookies and similar technologies in connection with the services they provide.

6. How We Share Personal Information

We do not disclose personal information unnecessarily.

We may provide personal information to third parties where reasonably necessary to operate our business, fulfil an order or comply with applicable law.

These may include:

Shopify

Our online store is hosted by Shopify.

Shopify processes information relating to customers' access to and use of our online store in order to provide its ecommerce services and related functionality.

Shopify may independently process certain information in accordance with its own privacy policies and services.

Payment providers

We may provide information to payment service providers so that payments can be processed securely.

Payment providers operate according to their own terms, security practices and privacy policies.

Couriers and delivery providers

We may provide information including your:

• name;
• delivery address;
• telephone number;
• email address; and
• order or delivery information

to courier or delivery providers where necessary to deliver your order.

Technology and service providers

We may use third parties that provide services including:

• website hosting;
• ecommerce functionality;
• email services;
• cloud storage;
• analytics;
• security;
• fraud prevention;
• customer support;
• marketing services; and
• other business technology.

These providers may process personal information to the extent necessary to provide their services.

Professional advisers and authorities

Where necessary and lawful, information may be disclosed to:

• accountants;
• attorneys;
• insurers;
• auditors;
• regulators;
• government authorities;
• law enforcement; or
• other professional advisers.

Business transactions

If Ember & Hearth or the business operating it is sold, restructured, merged or transferred, personal information may form part of that transaction where permitted by law and subject to appropriate safeguards.

7. Relationship With Shopify

Shopify provides the ecommerce infrastructure used to operate our online store.

Information submitted through our website may therefore be transmitted to and processed by Shopify and its authorised service providers.

Shopify may process information in countries outside South Africa as part of providing its services.

Certain Shopify functionality may also involve processing information collected from interactions with our store and other Shopify merchants.

Where Shopify independently determines how personal information is processed for its own services or enhanced functionality, Shopify may be responsible for that processing in accordance with its own privacy policies.

Customers may consult Shopify's Consumer Privacy Policy and Privacy Portal for additional information about Shopify's processing practices and available privacy controls.

8. Social Media and Third Party Services

Ember & Hearth maintains profiles on third party platforms including social media services.

If you interact with us through these platforms, the relevant platform may independently collect and process information about you.

Those services operate according to their own privacy policies and terms.

Our website may also contain links to third party websites. Ember & Hearth is not responsible for the privacy practices, security or content of independent third party websites.

9. International Transfers of Personal Information

Some of the technology and service providers we use, including Shopify and other international providers, may process or store information outside South Africa.

Where personal information is transferred outside South Africa, we will take reasonable steps to ensure that the transfer is permitted under applicable data protection law, including POPIA where applicable, and that appropriate safeguards are used.

10. Security of Personal Information

We take reasonable technical and organisational measures to protect personal information against:

• loss;
• misuse;
• unauthorised access;
• unauthorised disclosure;
• alteration; and
• destruction.

However, no online service or electronic transmission method can guarantee absolute security.

Customers should therefore avoid sending highly sensitive information using unsecured communication channels.

Where we become aware of a security compromise involving personal information, we will take the steps required by applicable law, including notifying the appropriate parties where required.

11. Retention of Personal Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or as required or permitted by law.

Retention periods may depend on factors including:

• fulfilling orders;
• maintaining transaction records;
• accounting and tax requirements;
• customer service;
• fraud prevention;
• resolving disputes;
• enforcing agreements; and
• complying with legal obligations.

When information is no longer required and we are not legally entitled or required to retain it, we will take reasonable steps to delete, destroy or de-identify it.

12. Your Rights Under POPIA

Subject to applicable law and any permitted limitations, you may have the right to:

• request confirmation of whether we hold personal information about you;
• request access to personal information we hold about you;
• request correction of inaccurate, incomplete, misleading or outdated personal information;
• request deletion or destruction of information where permitted by law;
• object to certain processing of your personal information;
• withdraw consent where processing is based on consent;
• object to or opt out of certain direct marketing communications; and
• lodge a complaint regarding the processing of your personal information.

We may need to verify your identity before processing a privacy request.

Certain information may need to be retained despite a deletion request where retention is required or permitted by law.

Customers located outside South Africa may have additional privacy rights under the laws applicable in their jurisdiction.

13. Direct Marketing

We will conduct electronic direct marketing in accordance with applicable law.

Where consent is required, we will seek the appropriate consent before sending marketing communications.

Every electronic marketing communication sent by us will provide a reasonable method of opting out of future marketing communications.

You may also contact us directly to request that we stop sending marketing communications.

14. Children's Personal Information

Our online store and EverLite product are primarily intended for adults.

We do not knowingly seek to collect personal information directly from children without the involvement or authorisation of a parent or guardian where required by law.

If you believe that a child has provided personal information to us in circumstances where this should not have occurred, please contact us so that we can assess the matter and take appropriate action.

15. Complaints

If you have a concern about how Ember & Hearth processes your personal information, please contact us first so that we have an opportunity to address the matter.

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

Information Regulator contact details:

Telephone: 010 023 5200
Toll free: 0800 017 160
Email: helpdesk@inforegulator.org.za
Address: Woodmead North Office Park, 54 Maxwell Drive, Woodmead, Johannesburg, South Africa

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

• our business;
• our website;
• our products;
• technology or service providers;
• our processing practices; or
• applicable legal requirements.

The updated version will be published on our website with a revised "Last updated" date.

Where required by law, we will provide additional notice of material changes.

17. Contact Information

For questions about this Privacy Policy, requests relating to personal information or privacy related complaints, please contact:

Ember & Hearth
A trading brand of FocusPoint Forensics (Pty) Ltd
Company registration number: K2024411159

Website: emberandhearth.co.za
Email: info@emberandhearth.co.za
Telephone: +27 76 149 7725
Physical business address: 50 Angelica Avenue, Witkoppen, 2191
Country: South Africa