Privacy Policy

Last updated: September 2026

At ROOKK, we respect your privacy and take the protection of your personal information seriously.

This Privacy Policy explains what personal information we collect, why we collect it, how we use and protect it, who we may share it with, and the rights you have regarding your information.

We process personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA) and other applicable South African laws. POPIA establishes conditions for the lawful processing of personal information and regulates matters including direct marketing and transfers of personal information outside South Africa.

By using our website, creating an account, placing an order or otherwise interacting with ROOKK, your personal information will be handled as described in this Privacy Policy.

1. What is Personal Information?

Personal information is information that identifies you, relates to you, or can reasonably be used to identify you.

Depending on how you interact with ROOKK, this may include your:

  • Name and surname
  • Email address
  • Telephone number
  • Billing and delivery addresses
  • Account and login information
  • Order and purchase history
  • Returns and refund information
  • Payment-related information
  • Communications with ROOKK
  • Product reviews or other information you submit
  • IP address, device and browser information
  • Website activity and browsing behaviour
  • Marketing preferences
  • Cookie and similar technology information

We only collect personal information that is reasonably necessary for the purposes for which it is processed.

2. How We Collect Your Information

We may collect personal information when you:

  • Visit or browse the ROOKK website
  • Create or update a ROOKK account
  • Place an order
  • Make a payment
  • Request a return, refund or replacement
  • Contact customer service
  • Subscribe to our newsletter or marketing
  • Enter a promotion or competition
  • Submit a product review
  • Interact with our emails, advertisements or social-media content
  • Use features or services available through our website

Some information may also be collected automatically through cookies and similar technologies.

We may receive information from third parties involved in providing our services, such as payment providers, delivery companies and technology providers.

3. Why We Use Your Personal Information

We use personal information where reasonably necessary to operate ROOKK and provide our products and services.

Process your orders

We use your information to receive and process orders, confirm payment, issue invoices and provide order confirmations.

Deliver your purchases

We provide the necessary delivery and contact information to our courier or logistics partners so that your order can be delivered.

Manage returns and refunds

We retain relevant order information so that we can process returns, refunds, replacements, warranty claims and customer-service enquiries.

Manage your ROOKK account

If you create an account, we use your information to maintain your account, order history, saved details and preferences.

Provide customer service

We use information you provide when communicating with us to answer questions, resolve problems and provide support.

Prevent fraud and protect ROOKK and our customers

We may process information where reasonably necessary to identify suspicious transactions, prevent fraud, protect our systems and investigate misuse.

Improve ROOKK

We may analyse how customers use our website, products and services to improve our website, customer experience, product range and business.

Where practical, we use aggregated or de-identified information for analytics and research.

Meet our legal obligations

We may retain or process information where necessary to comply with tax, accounting, consumer protection, regulatory and other legal obligations.

4. Marketing

We may send you information about new ROOKK products, collections, launches, offers, events and promotions where permitted by law.

You can unsubscribe from marketing communications at any time by using the unsubscribe link in our emails or changing your marketing preferences where this functionality is available.

Unsubscribing from marketing does not prevent us from sending you necessary transactional communications, such as:

Order confirmations • Delivery updates • Return information • Refund confirmations • Security notices

POPIA places specific restrictions on unsolicited electronic direct marketing. Among other things, it permits marketing in specified circumstances involving consent or an existing customer relationship and requires recipients to be given a free and straightforward opportunity to object.

We will not sell your personal information to third parties for their own direct marketing.

5. Payment Information

Payments made through our website may be processed by third-party payment providers.

ROOKK may receive information confirming your payment and transaction, but we do not necessarily receive or store your complete card details.

Your payment provider may process your information in accordance with its own privacy and security policies.

6. Delivery Partners

We may provide information such as your:

Name • Delivery address • Telephone number • Email address • Order/delivery information

to courier and logistics providers where necessary to deliver, collect or return your order.

They should only receive the information reasonably necessary to provide those services.

7. When We Share Personal Information

We may share personal information with trusted third parties where reasonably necessary to operate our business or provide services to you.

These may include:

  • Payment processors
  • Banks and financial service providers
  • Courier and logistics companies
  • Website and ecommerce service providers
  • Hosting and cloud service providers
  • Email and communications providers
  • Customer-service and returns systems
  • Analytics providers
  • Fraud-prevention and security providers
  • Professional advisers such as accountants, auditors and lawyers
  • Government, regulatory or law-enforcement authorities where required by law

Where third parties process personal information on our behalf, we take reasonable steps to require appropriate privacy and security protections.

8. Cookies

ROOKK uses cookies and similar technologies to help our website function and improve your experience.

Cookies may be used to:

  • Keep your shopping cart working
  • Remember your preferences
  • Keep you logged into your account
  • Provide website security
  • Understand how visitors use our website
  • Measure website performance
  • Improve our products and services
  • Measure advertising effectiveness
  • Provide relevant marketing where permitted

Some cookies are necessary for the website to function correctly. Others may be used for analytics, personalisation or marketing.

You can manage cookies through your browser and, where available, through our website’s cookie preferences.

We will provide further information about the cookies and technologies we use in our Cookie Policy.

9. How We Protect Your Information

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

These measures may include:

  • Secure website connections
  • Access controls
  • Strong passwords and authentication
  • Limiting access to personal information
  • Secure payment processing
  • Software and security updates
  • Backups
  • Monitoring and security procedures
  • Appropriate controls for third-party service providers

No internet-based system can be guaranteed to be completely secure, but we take reasonable measures appropriate to the information we process and the risks involved.

10. How Long We Keep Your Information

We don’t keep personal information longer than reasonably necessary.

How long information is retained depends on why we collected it and whether we need to retain it for purposes such as:

  • Providing your account or services
  • Processing orders and returns
  • Customer support
  • Accounting and tax records
  • Fraud prevention
  • Resolving disputes
  • Exercising or defending legal claims
  • Complying with applicable laws

When information is no longer required, we will delete, destroy, de-identify or otherwise deal with it as required by applicable law.

11. Your Rights

Subject to POPIA and other applicable law, you may have the right to:

  • Ask whether ROOKK holds personal information about you
  • Request access to your personal information
  • Ask us to correct or update inaccurate or incomplete information
  • Request deletion or destruction of personal information where applicable
  • Object to certain processing of your personal information
  • Object to direct marketing
  • Withdraw consent where processing is based on your consent
  • Request information regarding third parties who have had access to your personal information, where applicable
  • Lodge a complaint concerning how your personal information has been processed

We may need to verify your identity before acting on a privacy request to ensure that we do not disclose personal information to the wrong person.

12. Deleting Your ROOKK Account

You may request deletion of your ROOKK account and personal information.

However, deleting an account does not necessarily mean that every record relating to you can immediately be deleted.

We may need to retain certain information where required or permitted by law, including records relating to transactions, tax, accounting, fraud prevention, disputes or legal obligations.

Where information must be retained, we will limit its further use as appropriate.

13. Personal Information Outside South Africa

Some of the technology and service providers used by ROOKK may process or store personal information outside South Africa.

Where personal information is transferred outside South Africa, we will take appropriate steps to ensure that the transfer complies with the requirements of POPIA.

POPIA specifically regulates cross-border transfers of personal information.

This can be relevant to a WooCommerce store because services such as hosting, cloud storage, email platforms, analytics and payment systems may operate internationally.

14. Children’s Personal Information

Our website and products are not intended to collect personal information from children without the involvement of a parent, guardian or other legally competent person where required by law.

If we become aware that children’s personal information has been collected or processed inappropriately, we will take reasonable steps to address it.

15. Links to Other Websites

Our website may contain links to websites or services operated by other organisations.

ROOKK does not control those websites and their handling of personal information is governed by their own privacy policies.

We recommend reviewing their privacy policies before providing them with personal information.

16. Security Incidents

If we become aware of a security compromise involving personal information, we will investigate it and take appropriate action.

Where POPIA requires notification to the Information Regulator and/or affected individuals, we will make the required notifications.

17. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology or legal obligations.

The latest version will always be published on our website with its last updated date.

Material changes may also be communicated through the website, your account or other appropriate means.

18. Contact ROOKK About Your Privacy

If you have a question about this Privacy Policy, would like to exercise one of your privacy rights, or have a concern about how ROOKK has handled your personal information, please contact:

ROOKK
Information Officer
Email: info@rookk.co.za
Telephone: 064 315 5688
Physical address: 84 Blackburrow Road, Pietermaritzburg, KZN, 3201

19. Complaints to the Information Regulator

If you are not satisfied with how we handle a privacy matter, you have the right to approach South Africa’s Information Regulator.

Information Regulator (South Africa)
Woodmead North Office Park
54 Maxwell Drive
Woodmead, Johannesburg
Telephone: 010 023 5200
Email: enquiries@inforegulator.org.za

The Information Regulator is the independent body established under POPIA and also has responsibilities under PAIA.