Privacy Policy

1. Who we are

This Privacy Policy explains how Mellow Life Pte Ltd ("Mpillow", "we", "us", or "our") collects, uses, and protects personal data when you visit our website, shop for customisable pillows and sleep products, create an account, book an appointment, or contact us for support.

Mpillow is a Singapore-based company that designs and sells customisable pillows and related sleep products. We are the data controller for personal data described in this policy.

2. Who this policy applies to

This policy applies if you:

• Browse our website or shop online
• Place an order as a guest or registered customer
• Create or use an Mpillow account
• Complete a pillow customisation, measurement, or configuration flow
• Book an appointment or request support
• Subscribe to updates or marketing communications where offered

3. Personal data we collect

Depending on how you interact with us, we may collect:

• Identity and contact details: name, email address, phone number
• Account details: login email, authentication method, and account preferences
• Order and transaction details: products purchased, customisation choices, order history, payment status, receipts, refunds, and delivery information
• Shipping and billing details: recipient name, address, city, state, postal code, country, and phone number
• Saved addresses linked to your account
• Support and communication content: messages you send through our contact form, email, WhatsApp, or other channels
• Customisation and sleep-related responses you provide when configuring a pillow or completing a measurement flow
• Technical and usage data: browser type, device information, pages viewed, and interactions with our site
• Cookie and cart data: identifiers needed to maintain your shopping cart and site preferences

4. How we use your personal data

We use personal data to:

• Process and fulfil orders, including payment, shipping, delivery, and after-sales support
• Provide account access, order history, saved addresses, and customisation tracking
• Operate pillow customisation, measurement, and appointment-related services
• Respond to enquiries, warranty claims, returns, and customer support requests
• Send transactional messages such as order confirmations, payment receipts, shipping updates, and refund notices
• Prevent fraud, protect our services, and maintain security
• Improve our website, products, and customer experience
• Comply with legal, tax, accounting, and regulatory obligations
• Send marketing communications only where permitted by law and, where required, with your consent. You may opt out at any time.

5. Legal bases for processing

Where applicable under Singapore's Personal Data Protection Act (PDPA) and other relevant laws, we process personal data based on one or more of the following:

• Your consent, such as when you subscribe to marketing updates or submit optional information
• Performance of a contract, such as processing your order or providing account services
• Legitimate interests, such as improving our services, securing our platform, and preventing misuse, provided those interests are not overridden by your rights
• Legal obligations, such as record-keeping, tax, and compliance requirements

6. How we share personal data

We do not sell your personal data. We may share personal data with trusted service providers who help us operate our business, including:

• Payment processors such as Stripe, to process payments, refunds, and tax where applicable
• Hosting, database, and authentication providers such as Supabase
• Inventory and commerce integrations such as Shopify, where used for product or order operations
• Email and messaging providers used to send transactional or support communications
• Delivery and logistics partners needed to ship your order
• Analytics, maps, or review providers where used to improve site functionality or display store information
• Professional advisers, insurers, or authorities where required by law or to protect our legal rights

We require service providers to handle personal data only for the purposes we specify and to apply appropriate safeguards.

7. Cookies and similar technologies

We use cookies and similar technologies to keep our website working properly and to improve your experience.

• Essential cookies: for example, an HTTP-only cart token cookie that remembers your shopping cart for up to 30 days
• Preference cookies: to remember settings such as language where applicable
• Analytics or marketing cookies: only if enabled on our site, and where required we will ask for your consent before using non-essential cookies

You can control cookies through your browser settings. Disabling essential cookies may affect cart persistence and checkout.

8. How long we keep personal data

We retain personal data only for as long as necessary for the purposes described in this policy, including:

• Operating your account and fulfilling orders
• Providing warranty, returns, and customer support
• Meeting legal, tax, and accounting requirements
• Resolving disputes and enforcing our agreements
• Maintaining security logs and fraud-prevention records

When data is no longer needed, we delete it or anonymise it where appropriate.

9. Cross-border transfers

Some of our service providers may process personal data outside Singapore. Where this occurs, we take reasonable steps to ensure that personal data receives a standard of protection comparable to that required under applicable law, including through contractual safeguards where appropriate.

10. Security

We implement reasonable administrative, technical, and organisational measures to protect personal data against unauthorised access, loss, misuse, or alteration. No online service can guarantee absolute security, but we work to safeguard the data you share with us.

11. Your rights and choices

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

• Request access to the personal data we hold about you
• Request correction of inaccurate or incomplete personal data
• Withdraw consent where processing is based on consent
• Unsubscribe from marketing communications
• Request deletion of personal data, subject to legal and operational limits such as completed orders, tax records, warranty claims, or dispute resolution

To exercise these rights, contact us using the details in Section 14. We may need to verify your identity before responding.

12. Children

Our website and services are not directed at children under 13. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will take appropriate steps to delete it.

13. Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal requirements. The updated version will be posted on this page with a revised effective date. We encourage you to review this policy periodically.

14. Contact us

If you have questions about this Privacy Policy or wish to make a privacy request, contact us through our support page or the channels below:

• Support form: use the Contact Us page on this website
• WhatsApp: +65 8780 5311

Mellow Life Pte Ltd · Mpillow