Privacy Policy

Esse Home Holding Sdn Bhd (“ESSEHOME”, “we”, “us” or “our”) respects your privacy and is committed to protecting the personal data that we collect and process.

This Privacy Policy explains how we collect, use, disclose, store and protect personal data when you interact with us through our website, ecommerce channels, WhatsApp, social media, customer service, warranty services and other related services.

By providing your personal data to us or using our services, you acknowledge the practices described in this Privacy Policy, subject to your rights under applicable law.

1. Personal Data We May Collect

Depending on how you interact with ESSEHOME, we may collect information including:

  • Name
  • Telephone/mobile number
  • Email address
  • Billing and delivery address
  • Order number and transaction details
  • Products purchased or enquired about
  • Delivery and tracking information
  • Customer-service enquiries and correspondence
  • WhatsApp messages and other communications with us
  • Warranty and after-sales information
  • Photographs, videos and other evidence submitted for warranty, damage, missing-part or delivery claims
  • Company and business information supplied for B2B enquiries
  • Information voluntarily provided through forms, messages or communications with us
  • Technical information reasonably required to operate, secure and improve our website and services

We only seek to collect personal data that is reasonably necessary for our business and the purposes described in this Privacy Policy.

2. How We Collect Personal Data

We may collect personal data when you:

  • Visit or use our website;
  • Create an account;
  • Purchase or enquire about a product;
  • Place an order through our website or supported ecommerce channels;
  • Communicate with ESSEHOME through WhatsApp;
  • Contact us through social media, email, forms or other communication channels;
  • Request delivery information or order support;
  • Submit a warranty, replacement-part, return or refund request;
  • Send photographs, videos, documents or other supporting information;
  • Make a B2B, wholesale, OEM or project enquiry; or
  • Otherwise communicate or transact with us.

We may also receive information from ecommerce platforms, payment providers, delivery/logistics providers and other service providers where necessary to process your transaction or provide customer support.

3. How We Use Personal Data

We may process personal data for purposes including:

  • Processing and managing orders;
  • Arranging delivery and tracking shipments;
  • Providing customer service;
  • Responding to product enquiries;
  • Providing product, assembly and installation assistance;
  • Handling warranty, damage, missing-part and replacement claims;
  • Processing returns, cancellations and refunds;
  • Managing customer accounts;
  • Processing B2B and commercial enquiries;
  • Communicating important information about an order or service;
  • Preventing fraud, abuse and security incidents;
  • Maintaining business and transaction records;
  • Improving our products, website, operations and customer service;
  • Complying with applicable laws, regulations and lawful requests;
  • Establishing, exercising or defending legal rights; and
  • Other purposes reasonably related to providing our products and services.

Where required by applicable law, we will obtain appropriate consent or provide appropriate choices regarding the processing of personal data.

4. WhatsApp and Customer-Service Communications

When you communicate with ESSEHOME through WhatsApp or another messaging service, we may process information associated with that conversation, including your telephone number, profile information made available to us, messages, order information and files that you send to us.

We use this information to answer enquiries, provide product information, check orders and deliveries, provide after-sales assistance, process warranty cases and provide other customer-service functions.

WhatsApp communications are also subject to the applicable terms and privacy practices of WhatsApp and Meta.

5. AI-Assisted Customer Service

ESSEHOME may use artificial intelligence and automated technologies to assist our customer-service operations.

For example, our systems may assist in:

  • Understanding customer enquiries;
  • Generating customer-service responses;
  • Retrieving relevant product or policy information;
  • Identifying the nature of an enquiry;
  • Assisting with order and delivery enquiries;
  • Gathering information required for warranty cases;
  • Routing enquiries to appropriate personnel; and
  • Preparing summaries for our customer-service staff.

Where appropriate, conversations may be transferred or escalated to human personnel.

Information provided during customer-service conversations may therefore be processed using technology and service providers that support our AI and customer-service systems.

Our current planned AI implementation uses the OpenAI API. OpenAI states that API inputs and outputs are not used to train its models by default unless the customer explicitly opts in.

6. Warranty, Damage and After-Sales Claims

For warranty and after-sales support, we may request information such as:

  • Order information;
  • Product model or SKU;
  • Photographs of the product or affected part;
  • Unboxing videos;
  • Photographs of packaging;
  • Courier waybills;
  • Descriptions of the issue; and
  • Other evidence reasonably required to assess the claim.

This information may be used to verify eligibility, identify replacement parts, investigate delivery damage, communicate with logistics providers and resolve the customer's case.

Customers should avoid including unrelated personal or sensitive information in photographs, videos or documents submitted to us.

7. Disclosure to Service Providers and Other Parties

ESSEHOME does not sell your personal data.

We may, however, disclose or make personal data available where reasonably necessary to parties that help us operate our business and provide services, including:

  • Ecommerce platforms;
  • Payment gateways and payment processors;
  • Banks and financial service providers where applicable;
  • Courier, logistics and delivery providers;
  • Website and ecommerce service providers;
  • Cloud hosting and IT infrastructure providers;
  • Customer-service and communication platforms;
  • WhatsApp/Meta and related communication providers;
  • AI technology providers;
  • Professional advisers, auditors or insurers where appropriate; and
  • Government authorities, regulators, law-enforcement bodies or other parties where disclosure is required or permitted by law.

We seek to limit disclosure to information reasonably required for the relevant purpose.

This replaces the previous statement that ESSEHOME will “never share” information with third parties, because providing ecommerce, payment, delivery, WhatsApp and AI services necessarily involves authorized service providers.

8. Payment Information

Payments may be processed through third-party payment gateways, banks, ecommerce platforms or other payment providers.

ESSEHOME does not intentionally request customers to provide complete payment-card credentials through ordinary customer-service conversations.

Payment providers may process payment information according to their own privacy and security practices.

9. International and Cross-Border Processing

Some technology, cloud, communication, ecommerce, payment or other service providers used by ESSEHOME may process or store information outside Malaysia.

Where personal data is transferred outside Malaysia, we will take reasonable steps and apply applicable requirements governing cross-border transfers of personal data.

Malaysia's Personal Data Protection Commissioner has specific guidance concerning cross-border transfers under Section 129 of the PDPA.

10. Security

We take reasonable administrative, technical and organizational measures designed to protect personal data against loss, misuse, unauthorized access, unauthorized disclosure, alteration or destruction.

However, no method of electronic transmission or storage can be guaranteed to be completely secure. Customers should therefore take reasonable precautions when communicating information online.

11. Data Retention

We retain personal data only for as long as reasonably necessary for the purposes for which it was collected, including customer service, warranty support, transaction records, dispute resolution and legal, accounting or regulatory requirements.

When personal data is no longer reasonably required, we may delete, destroy or anonymize it in accordance with applicable requirements and our operational procedures.

This aligns with the PDPA storage principle, under which personal data should not be kept longer than necessary.

12. Accuracy of Personal Data

Customers should provide accurate and up-to-date information, particularly their name, telephone number, delivery address and order information.

Please contact us if information relevant to your transaction or customer-service request needs to be corrected.

13. Your Personal Data Rights

Subject to applicable Malaysian law and any permitted exceptions, you may have rights relating to your personal data, including requesting access to or correction of personal data held about you.

You may also contact us regarding questions or requests concerning our handling of your personal data.

Malaysia's PDPA principles include rights of access and correction.

14. Marketing Communications

Where we send promotional or marketing communications, we will manage such communications in accordance with applicable requirements.

Where an unsubscribe or opt-out mechanism is provided, you may use it to stop receiving the relevant marketing communications.

Transactional and service-related communications concerning an existing order, delivery, warranty case or customer-service request may still be sent where necessary.

15. Third-Party Websites and Platforms

Our website or communications may contain links to or interact with services operated by third parties.

Those third parties may have their own privacy policies and practices. ESSEHOME is not responsible for the privacy practices of independently operated third-party services.

Customers should review the applicable privacy information provided by those services where appropriate.

16. Changes to This Privacy Policy

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

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

Material changes may be communicated through additional appropriate means where required.

17. Contact Us

If you have questions, requests or concerns regarding this Privacy Policy or ESSEHOME's processing of your personal data, please contact us through our official customer-service channels or the contact information published on our website.