This After-Sales Privacy Statement (this "Statement") explains how BoldRadiant ("we", "us" or "our"), operating the website at boldradiant.com, handles your personal information when you contact us for after-sales support. It covers the data we collect through support tickets, returns, exchanges, repairs, warranty claims, and refunds, and how we use, share, retain, and protect that data. This Statement is effective as of 2026-08-01.

This Statement complements, and should be read together with, our Privacy Policy, which describes our overall privacy practices. Where this Statement is silent on a topic, the Privacy Policy applies.

1. Introduction and Scope

BoldRadiant is a jewelry and lab-grown diamond retailer serving customers across multiple regions and languages. When you open an after-sales request, we necessarily process personal information so that we can identify you, locate your order, understand your issue, and resolve it fairly.

This Statement applies whenever you use, or interact with us through, our after-sales channels, including:

• After-sales support tickets submitted through our website or account.
• Return, exchange, and refund requests.
• Repair and warranty claims.
• Correspondence relating to an after-sales matter, whether via our LiveChat or by email.

This Statement takes effect on 2026-08-01. The legal entity acting as data controller for after-sales processing is BoldRadiant, registered at an address available on request (contact info@boldradiant.com). The governing law and dispute-resolution framework applicable to this Statement is the laws of the Hong Kong SAR, with the courts of Hong Kong having jurisdiction, without prejudice to your mandatory local consumer-protection rights.

2. Information We Collect in After-Sales

To handle your after-sales request, we collect and process the following categories of personal information:

2.1 Ticket Content and Description

The subject, description, and any details you provide about your issue, including the nature of the problem (for example, a defect, damage, sizing concern, or dissatisfaction), the resolution you are seeking (return, exchange, repair, or refund), and any additional notes you add over the life of the ticket.

2.2 Linked Order and Order Snapshot

The order associated with your request and a snapshot of that order, which may include the order number, purchased items and their specifications, prices and currency, order and payment status, and shipping and billing details captured at the time of purchase. Linking your order lets us verify eligibility and process your resolution accurately.

2.3 Contact Details

Your name, email address, and telephone number, so that we can identify you and keep you informed about the progress and outcome of your request.

2.4 Uploaded Evidence

Photos, videos, and documents you upload to support your request (for example, images of a damaged item, a video demonstrating a fault, or a receipt). Please upload only what is necessary to resolve your issue and avoid including personal information about other people or sensitive details that are not relevant.

2.5 Correspondence

The messages exchanged between you and our support team in connection with the matter, including LiveChat transcripts and email correspondence, together with related metadata such as timestamps.

Please note that payment card details are never collected or stored by us in the after-sales process. Where a refund is issued, it is processed by our payment provider against the original payment method; card data is handled by the payment provider, not by our systems.

3. How We Use Your Information

We use the personal information described above for the following purposes:

• Resolving tickets: to review, investigate, respond to, and close your after-sales request.
• Processing returns, exchanges, and refunds: to verify eligibility, arrange the return or exchange of items, and issue refunds to your original payment method.
• Warranty handling: to assess and process repair and warranty claims for eligible products.
• Quality improvement: to analyze recurring issues, in aggregate where possible, in order to improve our products, packaging, and service.
• Fraud prevention: to detect, prevent, and investigate fraudulent or abusive after-sales requests and to protect our customers and business.
• Communication: to keep you informed about the status of your request and to seek any further information we need to resolve it.

4. Legal Bases (GDPR)

If you are located in the European Economic Area (EEA), the United Kingdom, or Switzerland, we rely on the following legal bases under the applicable data protection law to process your after-sales information:

• Performance of a contract: processing that is necessary to fulfil our obligations to you under the purchase, including handling returns, exchanges, refunds, repairs, and warranty claims.
• Legitimate interests: processing that serves our legitimate interests in operating an effective support function, improving product and service quality, and preventing fraud and abuse, provided those interests are not overridden by your rights and freedoms.
• Compliance with a legal obligation: processing necessary to comply with legal, tax, accounting, and consumer-protection obligations, including retaining certain records for the periods required by law.

Where we rely on legitimate interests, you have the right to object as described in Section 7. The specific legal obligations and retention periods that apply are as follows: after-sales and customer-service records are retained for up to 24 months after resolution, and refund, return and warranty records for 7 years to meet tax, accounting and consumer-protection obligations.

5. How We Share Your Information

We share after-sales information only as necessary to resolve your request, and only with the following categories of recipients:

• Payment providers: Stripe and PayPal, to process refunds against your original payment method. These providers act as independent controllers or processors under their own terms and privacy notices.
• Shipping and logistics partners: to arrange the collection, return, or re-delivery of items in connection with returns, exchanges, and repairs.
• Internal teams: our support, operations, quality, and finance personnel, on a need-to-know basis, to investigate and resolve your request.

We may also disclose information where required to comply with a legal obligation, enforce our terms, or protect the rights, property, or safety of our customers, our business, or others.

We do not sell your personal data, and we do not share it with third parties for their own marketing purposes.

6. Retention

We keep after-sales information for as long as necessary to handle the matter to which it relates and to meet subsequent legal, tax, accounting, and warranty requirements. In practice this means:

• Ticket content, correspondence, and uploaded evidence are retained for the duration of the after-sales matter and for a reasonable period afterwards to address any follow-up, recurrence, or dispute.
• Records connected to refunds, returns, and warranty claims are retained for the periods required by applicable financial, tax, and consumer-protection law.

The specific retention durations for each category of after-sales data are as follows: correspondence and case records for up to 24 months after resolution; refund, return and warranty records for 7 years. When information is no longer needed, we delete it or anonymize it in line with our data-retention practices.

7. Your Rights

Subject to applicable law, you have the right to:

• Access the after-sales information we hold about you.
• Correct inaccurate or incomplete information.
• Delete your information, subject to records we are required or entitled to retain for legal, tax, accounting, warranty, or fraud-prevention purposes.
• Restrict or object to certain processing, including processing based on legitimate interests.
• Withdraw consent where our processing is based on consent, without affecting processing already carried out.
• Lodge a complaint with your local data protection authority.

Please note that where we are under a legal obligation to retain certain after-sales records, we may not be able to delete them until the applicable retention period has ended. To exercise any of these rights, contact us at info@boldradiant.com. We may need to verify your identity before acting on your request.

8. Security

We take appropriate technical and organizational measures to protect after-sales information against unauthorized access, alteration, disclosure, or loss. These measures include restricting access to support records to authorized personnel on a need-to-know basis, and masking contact details such as email addresses and phone numbers when they are displayed in our interfaces. Uploaded evidence is stored securely and is accessible only to those who need it to resolve your request.

9. Changes to This Statement

We may update this Statement from time to time to reflect changes in our practices, our products, or the law. When we make material changes, we will update the effective date at the top of this Statement and, where appropriate, provide additional notice. We encourage you to review this Statement periodically.

10. Contact Us

If you have questions about this Statement or wish to exercise your rights in relation to after-sales information, please contact us at:

BoldRadiant
Email: info@boldradiant.com

Legal entity and registered address: BoldRadiant — contact info@boldradiant.com (registered postal address available on request).