Privacy Policy

Last updated: 4 October 2026
Applies primarily to customers, members and website visitors in South Africa

At Cool Canna, we respect your privacy and aim to handle personal information responsibly, transparently and securely.

This Privacy Policy explains how we collect, use, store, share and protect personal information when you visit our website, join the Cool Canna Collective, place an order, contact us or otherwise interact with our services.

Our online store is powered by Shopify, which provides the ecommerce platform and related technology used to operate our website and online store.

1. What Is Personal Information?

Personal information generally means information relating to an identifiable living person and, where applicable, an identifiable existing juristic person, as recognised under South African data-protection law.

Information that has been anonymised so that it can no longer reasonably identify you is not treated as personal information in the same way.

2. Personal Information We May Collect

Depending on how you interact with Cool Canna, we may collect or process information including:

• Identity and contact information: your name, email address, mobile number, billing address and delivery address
• Membership and age-verification information: date of birth, membership status and information used to confirm eligibility for adult member access
• Order information: products ordered, quantities, order history, discounts, delivery method and fulfilment information
• Payment and transaction information: payment method, payment status, transaction references and payment confirmations
• Account information: customer account information, preferences and settings where applicable
• Communications: emails, enquiries, support requests and other information you provide when communicating with us
• Delivery information: delivery instructions, selected Locker Pickup Point where applicable, courier information and tracking information
• Device and usage information: IP address, browser type, device information, cookie identifiers and information about how you interact with the website
• Marketing preferences: information about whether you have chosen to receive or unsubscribe from marketing communications

Cool Canna does not ordinarily receive or store your full payment-card credentials where payments are processed through third-party payment services.

3. How We Collect Personal Information

We may collect personal information:

• Directly from you when you join the Collective, place an order, complete a form, contact us or provide delivery information
• Automatically when you browse or interact with our website, including through cookies and similar technologies
• From Shopify and applications or services used to operate our store
• From payment, courier, delivery, analytics or other service providers where necessary to provide our services
• From third parties where permitted or required by applicable law

4. Why We Use Personal Information

We process personal information only where there is an appropriate lawful basis and where reasonably necessary for our activities.

This may include using information to:

• Operate and maintain our website and online store
• Create and manage customer and member access
• Confirm eligibility for adult membership and member-restricted access
• Process, confirm and fulfil orders
• Arrange Local Delivery, Cape Town Same-Day, Locker Pickup, Nationwide Courier or Priority delivery where available
• Provide order, tracking, collection and service communications
• Respond to enquiries and provide customer support
• Maintain records relating to orders, payments and membership
• Prevent fraud, misuse, unauthorised access and security incidents
• Improve website functionality and understand how our services are used
• Send marketing communications where permitted
• Comply with applicable legal, tax, accounting, regulatory or contractual requirements

5. Membership & Date of Birth

The Cool Canna Collective is restricted to adults aged 18 and older. We may therefore request your date of birth or other information reasonably required to confirm membership eligibility.

Date-of-birth information is used primarily for age and membership verification and related access controls.

Please ensure that the information you provide is accurate. Misrepresentation may result in restriction or suspension of member access.

6. Marketing & Communications

Where permitted, we may send you news, educational content, product information, member offers or other marketing communications.

You may unsubscribe from marketing emails at any time using the unsubscribe option included in the communication.

Unsubscribing from marketing does not prevent us from sending essential communications relating to your membership, account, order, payment, delivery, security or customer-service request.

7. Cookies & Website Technologies

Our website and the services that support it may use cookies and similar technologies to operate the store, remember preferences, understand website usage, maintain security and provide relevant functionality.

Where required, privacy and cookie choices may be made available through the privacy controls presented on our website.

Some cookies are necessary for the website and checkout to function, while others may support analytics, personalisation or marketing.

8. When We Share Personal Information

We do not sell your personal information.

We may share personal information where reasonably necessary with service providers that help us operate Cool Canna, including:

• Shopify and ecommerce technology providers
• Payment and financial service providers
• Courier, local-delivery and pickup-point providers
• Email, communication and customer-service providers
• Website, analytics, security and fraud-prevention services
• Professional advisers where reasonably necessary
• Authorities, regulators or other parties where disclosure is required or permitted by law

We may also disclose information in connection with a legitimate business restructuring, transfer or similar transaction, subject to applicable requirements.

9. Shopify & Our Online Store

Cool Canna uses Shopify to provide the ecommerce platform and related services that support our online store.

For core ecommerce services, Cool Canna generally determines why and how customer information is used for our store, while Shopify processes customer information to provide its platform and services. For certain Shopify features or enhanced services, Shopify may also process information for purposes described in its own privacy documentation.

Shopify may process personal information in jurisdictions outside South Africa through its affiliated companies and service providers.

For more information about Shopify's privacy practices, please review Shopify's Consumer Privacy Policy .

10. International Processing

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

Where personal information is transferred internationally, we aim to use service providers and arrangements that provide appropriate protection in accordance with applicable data-protection requirements.

11. Data Security

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

However, no internet transmission, website or electronic storage system can be guaranteed to be completely secure.

You are responsible for keeping any account credentials confidential and for notifying us if you believe your account or personal information has been compromised.

12. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to:

• Maintain your customer or membership relationship
• Fulfil and maintain records of orders and transactions
• Meet legal, tax, accounting or regulatory requirements
• Resolve disputes or customer-service issues
• Prevent fraud and maintain security
• Establish, exercise or defend legal rights where necessary

Retention periods may therefore differ depending on the type of information and the reason it is held.

13. Children & Minors

Cool Canna and the Cool Canna Collective are intended for adults aged 18 years and older.

We do not knowingly provide member access to minors. If we become aware that personal information has been provided in connection with an ineligible membership, we may restrict the account and take appropriate steps regarding the information concerned.

14. Your Privacy Rights

Subject to applicable law and the circumstances of the request, you may have rights relating to your personal information, including the ability to:

• Ask whether we hold personal information about you
• Request access to personal information we hold about you
• Request correction or updating of inaccurate or incomplete information
• Request deletion or destruction of information where legally permissible
• Object to certain processing in appropriate circumstances
• Withdraw consent where processing is based on consent
• Unsubscribe from direct marketing communications

Privacy requests may be sent to info@coolcanna.co.za. We may need to verify your identity before acting on a request.

15. Complaints

If you have a concern about how Cool Canna handles your personal information, please contact us first so that we can investigate and respond.

You may also have the right to lodge a complaint with the Information Regulator (South Africa).

For current contact details, complaint procedures and forms, please refer to the Information Regulator's official website.

16. Changes to This Privacy Policy

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

The latest version will be published on this page together with the updated date.

This Privacy Policy should be read together with our Terms & Conditions.

Cool Canna
Transparent · Responsible · South African