Privacy policy

MENTARA PRIVACY POLICY

Last Updated: March 18, 2026

This Privacy Policy describes how Mentara ("we," "us," or "our") collects, uses, processes, stores, and discloses your personal information when you access or use mentara.shop (the "Services").

By accessing our website, creating an account, placing an order, enrolling in a subscription, or otherwise using our Services, you acknowledge that you have read and agree to this Privacy Policy, our Terms of Service, and our Refund Policy.

Information We Collect

We may collect the following categories of information:

Contact Information

Name, billing address, shipping address, phone number, and email address.

Payment & Transaction Information

Payment card details, billing data, transaction history, order details, subscription enrollment records, refund history, purchase activity, and payment dispute records.

Payment information is processed securely by third-party payment processors. We do not directly store full credit card numbers.

Account Information

Login credentials, saved preferences, subscription settings, and account history.

Device & Technical Information

IP address, browser type, operating system, device identifiers, time zone, referral URLs, and cookies.

Usage & Behavioral Data

Pages viewed, products viewed, time spent on site, cart activity, abandoned checkout data, and interactions with advertisements.

Communications

Emails, chat conversations, customer support inquiries, reviews, SMS messages, dispute-related communications, and payment dispute correspondence.

How We Collect Information

We collect information:

  • Directly from you when you place an order, subscribe, or contact us
  • Automatically through cookies, pixels, tracking technologies, and log files
  • From payment processors, fraud prevention providers, advertising networks, and fulfillment partners
  • From shipping carriers and delivery confirmation services

How We Use Your Information

We use your information to:

  • Process and fulfill orders
  • Manage subscriptions and recurring billing
  • Deliver transactional communications
  • Provide customer support
  • Enforce our Terms of Service and Refund Policy
  • Prevent fraud, abuse, and unauthorized transactions
  • Verify billing and shipping details
  • Improve website functionality and user experience
  • Send promotional and marketing communications
  • Comply with legal and regulatory obligations
  • Defend against payment disputes
  • Maintain proof of delivery and order acceptance

Fraud Prevention & Dispute Protection

To protect our customers and business from fraud and unauthorized disputes, we may:

  • Verify billing and shipping information against third-party databases
  • Match IP addresses to billing country
  • Use device fingerprinting and transaction monitoring
  • Maintain delivery confirmations and carrier tracking records with signature proof where applicable
  • Retain customer communication logs, including refund requests and customer service interactions
  • Maintain subscription enrollment timestamps and authorization records
  • Retain proof of refund policy acceptance and checkout confirmations
  • Monitor for patterns of dispute abuse
  • Maintain records of product delivery, acceptance, and condition
  • Retain evidence of customer acknowledgment of shipping timeframes and product variations

By placing an order, you consent to these verification and fraud prevention measures.

Transaction records, subscription agreements, delivery confirmations, policy acknowledgments, and all customer communications may be retained indefinitely for dispute resolution, business protection, fraud prevention, and legal compliance purposes.

Subscription & Automatic Billing Data

If you enroll in an auto-refill subscription:

  • We store your subscription agreement details and billing authorization
  • We retain recurring billing authorization records
  • We maintain billing interval and cancellation request timestamps
  • We record acceptance of subscription terms at checkout

You may cancel at any time prior to your next billing date as described in our Terms of Service. Once a subscription order is processed, it cannot be cancelled, refunded or returned.

Subscription transactions and enrollment records may be used as evidence of authorization in the event of payment disputes.

Refund & Return Data

We maintain records of:

  • First-time purchase eligibility for Money-Back Guarantee
  • Refund approvals or denials
  • Restocking fee applications (up to 15%)
  • Customer responsibility for return shipping costs
  • Multi-unit return requirements
  • Refund processing timestamps
  • Return authorization requests and confirmations

Shipping, handling, and optional protection fees are non-refundable as stated in our Refund Policy.

Subscription shipments are not eligible for the 90-Day Money-Back Guarantee.

Customers requesting returns must:

  • Contact us at Sales@mentara.shop to receive return authorization
  • Pay for return shipping to our warehouse
  • Accept a restocking fee of up to 15% of the product price
  • Return products in resalable condition

Returns initiated without authorization or products damaged in return transit are not eligible for refund.

Shipping & Delivery Data

We collect and maintain:

  • Shipping addresses and delivery instructions
  • Carrier tracking information and delivery confirmations
  • Estimated delivery timeframes provided at checkout
  • Customer acknowledgment of shipping policies

Important Shipping Disclosures:

Shipping may take longer than 2 weeks (14 days) due to:

  • International sourcing of ingredients (including from China when necessary)
  • Customs clearance and international logistics
  • Holiday periods including Chinese New Year and other international holidays
  • Supply chain delays or carrier disruptions
  • Remote or rural delivery locations

By placing an order, you acknowledge and accept that:

  • Delivery times are estimates, not guarantees
  • International sourcing may extend shipping timeframes
  • Delays due to customs, holidays, or logistics are beyond our control

Delivery confirmation records, tracking data, and customer acknowledgment of shipping policies may be used in the event of payment disputes.

Product Representation & Labeling

Important Product Disclosure:

The product labeling, packaging, and appearance you receive may differ from images shown on our website or in advertisements.

This is because:

  • We use custom branding and packaging that may change over time
  • Ingredient sourcing may vary while maintaining similar or equivalent formulations
  • Label designs are updated periodically
  • Manufacturing partners may use different packaging materials

By placing an order, you acknowledge that:

  • Product appearance may not match website images
  • Labeling and packaging design may vary
  • Ingredient formulations may have similar or equivalent components
  • Expected results remain the same or similar despite packaging differences

Product images are for illustrative purposes only. Actual product packaging, labeling, and appearance may vary.

Health & Safety Disclaimers

CONSULT A DOCTOR BEFORE USE

Our products are dietary supplements and are not intended to diagnose, treat, cure, or prevent any disease.

By purchasing our products, you acknowledge that:

  • You should consult a healthcare professional before use, especially if you have medical conditions, take medications, are pregnant, or nursing
  • Individual results may vary
  • We make no guarantees regarding specific health outcomes
  • You are responsible for determining if our products are appropriate for your use

We are not responsible for:

  • Adverse reactions or side effects
  • Interactions with medications or other supplements
  • Individual sensitivities or allergies
  • Results that differ from expectations

This information is retained as part of your purchase agreement and may be used to defend against product liability claims or disputes.

Advertising & Marketing Practices

We do not engage in:

  • Intentional misrepresentation of product benefits
  • False advertising or deceptive marketing practices
  • Manipulation or misleading claims in our advertising

However, you acknowledge that:

  • Marketing materials use illustrative language and customer testimonials
  • Individual results vary and are not guaranteed
  • Product benefits described are based on ingredient research and customer feedback
  • Before-and-after results, if shown, are not typical and represent individual experiences
  • Advertising materials do not constitute guarantees or warranties

All marketing communications are subject to our interpretation of customer experiences and available research on ingredients.

How We Share Your Information

We may share information with:

  • Payment processors and fraud prevention services
  • Shipping carriers and fulfillment providers
  • Customer service platforms
  • Marketing and advertising partners
  • Analytics providers
  • Payment dispute resolution providers
  • Fraud prevention databases and networks
  • Legal authorities when required by law
  • Collection agencies where appropriate
  • Successors in the event of a merger, acquisition, or asset sale

We do not sell personal information for monetary compensation.

Information may be shared with third parties as necessary to defend against payment disputes or legal claims.

Shopify Hosting

Our store is hosted on Shopify Inc., which provides the e-commerce infrastructure. Shopify processes personal information in accordance with its own privacy policy and security standards.

Cookies & Tracking Technologies

We use cookies and tracking technologies to:

  • Enable essential website functionality
  • Process secure checkouts
  • Remember user preferences
  • Analyze traffic and behavior
  • Deliver relevant advertising
  • Track order completion and checkout abandonment
  • Prevent fraud and verify transactions

Disabling cookies may impact site functionality and your ability to place orders.

Marketing Communications

By providing your email or phone number, you consent to receive promotional communications from Mentara.

You may unsubscribe at any time using the link provided in communications or by contacting us directly.

Opting out of marketing does not affect:

  • Order confirmations
  • Billing notifications
  • Subscription reminders
  • Shipping updates
  • Legal notices
  • Payment dispute-related communications

Data Retention

We retain personal information as long as necessary to:

  • Fulfill orders and manage subscriptions
  • Comply with tax, accounting, and legal obligations
  • Resolve disputes and enforce our Terms of Service
  • Defend against payment disputes
  • Maintain fraud prevention records
  • Protect our legal rights and business interests

Transaction records, delivery confirmations, customer communications, subscription agreements, and dispute-related data may be retained indefinitely for fraud prevention, dispute defense, and legal compliance.

Records of payment disputes and account abuse may be retained permanently and shared with fraud prevention networks.

Your Rights

Depending on your jurisdiction, you may have rights to:

  • Access your personal information
  • Correct inaccurate information
  • Request deletion of certain data (subject to retention requirements)
  • Restrict or object to certain processing
  • Opt out of targeted advertising

To exercise these rights, contact Sales@mentara.shop. Identity verification may be required.

Please note:

  • Data deletion requests may be denied if information is required for legal compliance, fraud prevention, or dispute resolution
  • Records related to payment disputes or account abuse cannot be deleted
  • Transaction and delivery records are retained for business protection purposes

International Data Transfers

Your information may be processed outside your country of residence, including in the United States and China (due to ingredient sourcing and fulfillment partnerships).

Where required, appropriate legal safeguards such as Standard Contractual Clauses may be used.

Security

We implement administrative, technical, and physical safeguards to protect your information.

However, no method of transmission over the Internet or electronic storage is 100% secure. By using our Services, you acknowledge this inherent risk.

Children's Privacy

Our Services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from minors.

Arbitration & Dispute Alignment

Disputes relating to personal data handling, payment disputes, refund denials, or any claims arising from your use of our Services are subject to the dispute resolution and arbitration provisions outlined in our Terms of Service.

By using our Services, you agree to:

  • Resolve disputes on an individual basis through binding arbitration
  • Waive participation in class actions where permitted by law
  • Allow us to use transaction data and communications as evidence in disputes

Changes to This Privacy Policy

We may update this Privacy Policy at any time. Changes will be posted with an updated "Last Updated" date.

Continued use of the Services after changes are posted constitutes acceptance of any revisions.

Contact Us

For questions regarding this Privacy Policy, contact:

Sales@mentara.shop

For return authorizations, refund requests, or order issues, contact the same email address.

For payment disputes: We strongly encourage you to contact us directly before filing a dispute with your bank. Most issues can be resolved through direct communication, which is often faster than the dispute process.

END OF PRIVACY POLICY