Privacy policy

PRIVACY POLICY

Last updated: 3 September 2026

At Petoflove, we respect your privacy and are committed to protecting your personal information.

This Privacy Policy explains how Petoflove Ltd ("Petoflove", "we", "us" or "our") collects, uses, stores and shares your personal information when you visit or use our website, purchase our products, interact with our Services, or otherwise communicate with us.

Our website and online store are operated using Shopify, which provides the technology that enables us to offer our Services.

By using our website or Services, you acknowledge that you have read and understood this Privacy Policy.

1. Who We Are

For the purposes of applicable UK data protection legislation, including the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, Petoflove Ltd is the data controller responsible for your personal information.

Company: Petoflove Ltd
Company Registration Number: 6446834
VAT Number: 929 2621 12
Registered/Professional Address: 85 Camden Rd, London, NW1 9EX, United Kingdom
Email: contact@petoflove.co.uk
Telephone: +44 7537 171018
Website: petoflove.co.uk

If you have any questions about this Privacy Policy or how we handle your personal information, you can contact us using the details above.

2. Personal Information We Collect

When we use the term "personal information", we mean information that identifies you or can reasonably be linked to you.

Depending on how you interact with our website and Services, we may collect the following categories of personal information:

Contact information

This may include:

  • Your name

  • Billing address

  • Delivery address

  • Email address

  • Telephone number

  • Other contact details you provide to us

Order and transaction information

This may include:

  • Products you view, add to your basket, purchase, return or exchange

  • Order numbers

  • Transaction details

  • Purchase history

  • Delivery information

  • Refund and cancellation information

Payment information

When you make a purchase, payment information may include:

  • Payment card details

  • Payment method

  • Transaction information

  • Payment confirmation

Payment information may be processed directly by our payment providers. We do not necessarily have access to your full payment card details.

Account information

If you create an account, we may collect:

  • Username

  • Password

  • Account preferences

  • Account settings

  • Other information associated with your account

Communications

When you contact us, we may collect information contained in your communications, including customer service enquiries, emails and other correspondence.

Device and technical information

When you visit our website, we may automatically collect certain technical information, including:

  • IP address

  • Browser type

  • Device type

  • Operating system

  • Network information

  • Unique device identifiers

  • Referring website

  • General location information derived from your IP address

Usage information

We may collect information about how you interact with our website, including:

  • Pages viewed

  • Products viewed

  • Searches

  • Links clicked

  • Time spent on pages

  • Shopping basket activity

  • Website navigation

  • Other interactions with our Services

Information obtained from other sources

We may receive information from service providers, advertising platforms, payment providers, delivery companies, analytics providers and other third parties where permitted by law.

3. How We Collect Your Personal Information

We may collect personal information:

Directly from you

For example, when you:

  • Place an order

  • Create an account

  • Subscribe to marketing communications

  • Contact us

  • Complete a form

  • Request customer support

  • Submit a review

  • Otherwise provide information to us

Automatically

We may automatically collect certain information through cookies, pixels and similar technologies when you browse or use our website.

From our service providers

We may receive information from companies that provide services to us, such as payment processing, website hosting, analytics, advertising, fulfilment, delivery and customer support.

From third parties

We may receive information from business partners, advertising partners and other third parties where permitted by applicable law.

4. How We Use Your Personal Information

We use your personal information only where we have a lawful basis to do so.

Depending on the circumstances, we may use your information for the following purposes.

Providing and managing our Services

We may use your information to:

  • Process and fulfil your orders

  • Process payments

  • Arrange delivery

  • Manage returns, refunds and exchanges

  • Provide customer support

  • Manage your account

  • Remember your preferences

  • Provide the products and services you request

  • Communicate with you about your orders

  • Improve your shopping experience

Where necessary to fulfil an order or provide a service you have requested, our lawful basis will generally be performance of a contract. The ICO confirms that processing necessary to fulfil an online purchase, such as using a customer's address to deliver goods, can fall under the contractual basis.

Improving our website and Services

We may use information about how you interact with our website to:

  • Understand how customers use our website

  • Improve website functionality

  • Improve our products and Services

  • Troubleshoot technical problems

  • Analyse website performance

  • Develop new products and features

Where appropriate, this processing may be based on our legitimate interests, provided that those interests are not overridden by your rights and freedoms.

Marketing and advertising

Subject to applicable law and your choices, we may use your information to:

  • Send promotional emails

  • Send information about products, offers or promotions

  • Show you advertisements for Petoflove products

  • Measure the effectiveness of advertising campaigns

  • Understand which products and content are of interest to customers

  • Provide personalised or relevant advertising where permitted

Where consent is required for electronic marketing, cookies or similar technologies, we will obtain consent where legally required.

You can unsubscribe from promotional emails at any time by using the unsubscribe link included in our marketing communications.

Security and fraud prevention

We may process personal information to:

  • Protect our website and Services

  • Verify transactions

  • Detect and prevent fraud

  • Investigate suspicious activity

  • Protect our customers and business

  • Prevent illegal, harmful or abusive activity

Depending on the circumstances, this processing may be necessary to comply with a legal obligation or may be based on our legitimate interests in protecting our business and customers.

Legal and regulatory purposes

We may use personal information when necessary to:

  • Comply with applicable laws

  • Maintain accounting and financial records

  • Respond to lawful requests from public authorities

  • Establish, exercise or defend legal claims

  • Enforce our Terms of Service

  • Protect our legal rights

Where applicable, the lawful basis may be compliance with a legal obligation.

Communicating with you

We may use your information to:

  • Respond to enquiries

  • Provide customer support

  • Resolve complaints

  • Send order-related communications

  • Maintain our relationship with you

5. Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing your personal information.

Depending on the purpose, we may rely on one or more of the following lawful bases:

Contract

We may process information where it is necessary to enter into or perform a contract with you, such as processing and delivering an order.

Legal obligation

We may process information where necessary to comply with a legal obligation.

Legitimate interests

We may process information where necessary for our legitimate business interests, provided that your interests, rights and freedoms do not override those interests.

Examples may include:

  • Operating and improving our website

  • Preventing fraud

  • Protecting our business

  • Providing customer support

  • Maintaining website security

Where we rely on legitimate interests, we consider whether the processing is necessary and balance our interests against your rights.

Consent

Where required by law, we may process your information based on your consent.

For example, this may apply to certain marketing communications or non-essential cookies.

Where processing is based on consent, you may withdraw your consent at any time.

6. Cookies and Similar Technologies

We use cookies and similar technologies to operate, secure and improve our website.

Cookies may be used for purposes such as:

  • Keeping items in your shopping basket

  • Remembering preferences

  • Maintaining website functionality

  • Understanding website traffic

  • Measuring performance

  • Improving our Services

  • Advertising and marketing

Some cookies are essential for the operation of our website, while others may require your consent depending on their purpose and the applicable law.

You can manage your cookie preferences through the cookie settings available on our website or through your browser settings.

Where required, we will obtain your consent before placing non-essential cookies or using similar technologies for purposes that require consent.

7. How We Share Personal Information

We may share personal information with third parties where necessary to operate our business, provide our Services or comply with the law.

These third parties may include:

Shopify

Our online store is powered by Shopify.

Shopify provides the technology infrastructure used to operate our website and may process personal information in connection with providing its services.

Shopify explains that merchants are generally responsible for determining how customer data is handled, while Shopify may act as a processor in certain circumstances.

Payment providers

We may share relevant information with payment service providers to process payments, refunds and transactions.

Delivery and fulfilment providers

We may share information such as your name, delivery address, telephone number and order details with fulfilment and delivery providers where necessary to deliver your order.

Technology and service providers

We may use third-party providers for services such as:

  • Website hosting

  • IT management

  • Cloud storage

  • Customer support

  • Analytics

  • Fraud prevention

  • Email communications

  • Order fulfilment

  • Delivery

  • Website optimisation

Marketing and advertising partners

Where permitted by law, we may share or allow access to certain information with advertising and marketing partners to measure campaigns, deliver relevant advertising and understand customer interactions.

These companies may process information in accordance with their own privacy policies.

Legal and regulatory authorities

We may disclose information where necessary to:

  • Comply with the law

  • Respond to valid legal requests

  • Protect our rights

  • Investigate fraud or unlawful activity

  • Prevent harm

  • Protect the security of our Services

Business transfers

If Petoflove is involved in a merger, acquisition, restructuring, sale of assets, insolvency or similar business transaction, personal information may be transferred as part of that transaction, subject to applicable law.

8. Relationship with Shopify

Our Services are hosted and supported by Shopify.

Information submitted through our website may be processed by Shopify and its service providers in order to provide and improve the Services.

Shopify may also process information relating to your interactions with our store in connection with certain Shopify features.

For more information about how Shopify handles personal information, please review Shopify's privacy documentation.

Shopify Privacy Policy

Using Shopify does not by itself guarantee compliance with UK data protection law. We remain responsible for ensuring that our own processing activities are lawful and appropriately disclosed.

9. Third-Party Websites and Links

Our website may contain links to third-party websites, services or platforms.

If you follow a link to a website that we do not operate or control, that website will have its own privacy policy and terms.

We are not responsible for the privacy, security or content of third-party websites.

We recommend reviewing the privacy policies of any third-party websites before providing them with personal information.

10. Children's Privacy

Our Services are not specifically directed towards children.

We do not knowingly collect personal information from children where doing so would be unlawful.

If you believe that a child has provided us with personal information unlawfully, please contact us using the details provided in this Privacy Policy.

11. Data Security

We take reasonable technical and organisational measures designed to protect personal information against:

  • Unauthorised access

  • Loss

  • Misuse

  • Alteration

  • Disclosure

  • Destruction

However, no method of transmitting or storing information online can be guaranteed to be completely secure.

For this reason, we cannot guarantee absolute security of your personal information.

You should also take reasonable precautions when communicating sensitive information online.

12. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy.

The length of time we retain information depends on factors including:

  • The purpose for which it was collected

  • Whether you have an account

  • Whether you have placed an order

  • Whether we need the information to provide Services

  • Our legal and accounting obligations

  • The need to resolve disputes

  • The need to establish, exercise or defend legal claims

  • Our legitimate business needs

When personal information is no longer required, we will securely delete it or anonymise it where appropriate.

13. Your Data Protection Rights

Depending on the circumstances and subject to applicable law, you may have rights regarding your personal information.

These may include:

Right of access

You may have the right to request a copy of the personal information we hold about you.

Right to rectification

You may have the right to request that inaccurate or incomplete information is corrected.

Right to erasure

In certain circumstances, you may have the right to request that your personal information is deleted.

Right to restriction

In certain circumstances, you may have the right to ask us to restrict how we process your personal information.

Right to object

You may have the right to object to certain types of processing, including certain processing based on legitimate interests.

Right to data portability

In certain circumstances, you may have the right to receive personal information you have provided to us in a structured, commonly used and machine-readable format and to request its transfer to another organisation.

Right to withdraw consent

Where we process your information based on consent, you may withdraw that consent at any time.

Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

These rights are not absolute and may be subject to legal conditions and exceptions.

14. How to Exercise Your Rights

If you wish to exercise any of your data protection rights, please contact us:

Email: contact@petoflove.co.uk
Telephone: +44 7537 171018
Address: Petoflove Ltd, 85 Camden Rd, London, NW1 9EX, United Kingdom

We may need to verify your identity before responding to certain requests.

We will respond to valid requests within the period required by applicable data protection law.

The ICO states that privacy information should be clear, accessible and provided when personal information is collected, and organisations should regularly review and update their privacy information.

15. Marketing Communications

If you have subscribed to receive marketing communications from us, we may send you information about:

  • New products

  • Special offers

  • Promotions

  • Product recommendations

  • News and updates

You can unsubscribe from marketing emails at any time by clicking the unsubscribe link included in our emails.

Even if you unsubscribe from marketing communications, we may still send you essential non-promotional communications, such as:

  • Order confirmations

  • Shipping updates

  • Delivery notifications

  • Refund information

  • Customer service communications

  • Other messages necessary to administer your order or account

16. International Transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is carried out in accordance with applicable UK data protection law.

Depending on the destination and circumstances, we may rely on:

  • UK adequacy regulations;

  • Appropriate safeguards, such as the UK International Data Transfer Agreement ("IDTA");

  • The UK Addendum to the EU Standard Contractual Clauses; or

  • Another lawful mechanism permitted under applicable law.

UK data protection rules require restricted international transfers to be covered by adequacy regulations, appropriate safeguards or an applicable exception.

Where appropriate safeguards are used, additional requirements such as a transfer risk assessment may apply.

17. Complaints

If you have a concern about how we handle your personal information, we encourage you to contact us first so that we can investigate and attempt to resolve the issue.

You can contact us at:

Email: contact@petoflove.co.uk

You also have the right to lodge a complaint with the UK's data protection supervisory authority:

Information Commissioner's Office (ICO)

You can find information about making a complaint on the ICO's website:

Information Commissioner's Office (ICO)

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

  • Changes to our business practices

  • Changes to our Services

  • Changes to technology

  • Changes to applicable legislation

  • Changes to regulatory requirements

When we make changes, we will update the "Last updated" date at the beginning of this Privacy Policy.

Where required by law, we will provide additional notice of significant changes.

19. Contact Us

If you have any questions about this Privacy Policy, our privacy practices, or how we handle your personal information, please contact us.

Petoflove Ltd
Company Registration Number: 6446834
VAT Number: 929 2621 12
Address: 85 Camden Rd, London, NW1 9EX, United Kingdom
Email: contact@petoflove.co.uk
Telephone: +44 7537 171018
Website: petoflove.co.uk

For the purposes of applicable UK data protection legislation, Petoflove Ltd is the data controller of the personal information covered by this Privacy Policy.