Privacy policy

PRIVACY POLICY

Petcomfortworld Limited
73 Hadrian Road
Newcastle Upon Tyne
England
NE4 9QH
United Kingdom

Email: info@petcomworld.co.uk
Telephone: 07376 530716

Last Updated: 17 October 2026

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

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, make a purchase, contact us, create an account, subscribe to marketing communications or otherwise interact with our online store and services.

For the purposes of applicable UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Petcomfortworld Limited is responsible for the personal information described in this policy where we determine how and why that information is processed.

1. Personal Information We Collect

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

Contact Information

This may include:

Your name;
Billing address;
Delivery address;
Email address; and
Telephone number.

Order and Transaction Information

When you make or attempt to make a purchase, we may collect information including:

Products ordered;
Order number;
Order history;
Transaction information;
Delivery information;
Returns and refund information; and
Payment status.

Payment Information

Payments may be processed through Shopify and/or third-party payment service providers.

Payment providers may collect and process payment information such as card or bank details in accordance with their own privacy policies and security requirements.

Petcomfortworld Limited does not necessarily receive or store complete payment card information where payment processing is handled directly by an authorised third-party payment provider.

Account Information

If customer accounts are available, we may process information associated with your account, including login details, order history, preferences and account activity.

Customer Service Information

If you contact us, we may collect information contained in your communications, including:

Emails;
Customer enquiries;
Complaints;
Return and refund requests;
Product enquiries; and
Other correspondence.

Device and Website Usage Information

When you use our website, certain technical information may be collected automatically, including:

IP address;
Browser type;
Device information;
Operating system;
Pages viewed;
Referring website;
Website interactions;
Approximate location derived from technical information; and
Cookie and similar technology information.

2. How We Collect Personal Information

We may collect personal information:

Directly from you;
Through our website;
When you place an order;
When you create an account;
When you contact customer service;
When you request a return or refund;
When you subscribe to marketing;
Automatically through cookies and similar technologies; and
From service providers and business partners involved in operating our store.

3. How We Use Your Personal Information

We may use your personal information to:

Process and fulfil orders;
Process payments;
Arrange delivery;
Provide order confirmations and updates;
Handle returns, exchanges and refunds;
Provide customer support;
Respond to enquiries and complaints;
Maintain customer accounts;
Detect and prevent fraud or misuse;
Protect our website and business;
Comply with legal and regulatory obligations;
Maintain appropriate financial and business records;
Improve our products, website and customer experience;
Analyse website performance;
Send marketing communications where permitted; and
Establish, exercise or defend legal claims.

We will only process personal information where we have an appropriate lawful basis under applicable data protection law.

4. Lawful Bases for Processing

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

Contract

We process information where necessary to perform a contract with you or take steps at your request before entering into a contract.

For example, we need your name, address and order information to process and deliver your purchase.

Legal Obligation

We may process information where necessary to comply with legal obligations, including accounting, taxation, consumer protection and regulatory requirements.

Legitimate Interests

We may process information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and interests.

These interests may include:

Operating and improving our business;
Providing customer service;
Preventing fraud;
Protecting our website and systems;
Understanding business performance; and
Establishing or defending legal claims.

Consent

Where required, we may rely on your consent, including for certain marketing communications or non-essential cookies.

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

5. Shopify

Our online store may be hosted and operated using Shopify.

Shopify may process personal information in connection with providing its ecommerce platform, infrastructure, checkout functionality, analytics and related services.

Information processed through Shopify may be handled in accordance with Shopify's own privacy practices and applicable data protection requirements.

6. Payment Providers

We may use third-party payment processors to securely process transactions.

These providers may receive information necessary to process your payment, prevent fraud, verify transactions and comply with their legal obligations.

Their processing of personal information may also be governed by their respective privacy policies.

7. Delivery and Fulfilment Providers

Where necessary to fulfil your order, we may share relevant information with couriers, postal services, fulfilment providers or other delivery partners.

This information may include:

Your name;
Delivery address;
Telephone number;
Email address; and
Relevant order or delivery information.

We only provide information reasonably necessary for the relevant service.

8. Cookies and Similar Technologies

Our website may use cookies, pixels and similar technologies.

Cookies are small files or technologies used to recognise a browser or device and may help us:

Operate the website;
Remember preferences;
Maintain shopping cart functionality;
Understand website usage;
Measure website performance;
Prevent fraud;
Provide relevant advertising; and
Improve the customer experience.

Some cookies are necessary for the website to function, while others may require your consent.

Where required by applicable law, non-essential cookies will be used in accordance with your cookie choices.

You can also manage cookies through your browser settings, although disabling certain cookies may affect website functionality.

9. Marketing Communications

Where permitted by law, we may send you information about products, promotions, offers or other updates.

Where consent is required, we will obtain it before sending such communications.

You can unsubscribe from marketing emails at any time by using the unsubscribe option contained in the relevant communication or by contacting us at:

info@petcomworld.co.uk

Opting out of marketing communications will not prevent us from sending essential transactional communications relating to your orders or customer service requests.

10. How We Share Personal Information

We do not sell your personal information in the ordinary meaning of selling customer information for money.

However, we may disclose personal information where necessary to:

Shopify and ecommerce technology providers;
Payment processors;
Delivery and fulfilment providers;
IT and website service providers;
Analytics providers;
Marketing service providers, where applicable;
Accountants and professional advisers;
Fraud prevention and security providers;
Government authorities or regulators where legally required; and
Courts, law enforcement agencies or other parties where disclosure is required or permitted by law.

We expect service providers handling personal information on our behalf to use appropriate safeguards.

11. International Transfers

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

Where personal information is transferred internationally, we will take appropriate steps, where required, to ensure that the information receives an appropriate level of protection.

Depending on the circumstances, these safeguards may include adequacy regulations, approved contractual safeguards or other legally recognised transfer mechanisms.

12. How Long We Keep Personal Information

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

Complete transactions;
Maintain business and accounting records;
Meet tax and legal obligations;
Handle disputes;
Prevent fraud; and
Establish or defend legal claims.

Different categories of information may therefore be retained for different periods.

When personal information is no longer required, we will take appropriate steps to delete, anonymise or securely dispose of it, subject to legal and operational requirements.

13. Security

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

Unauthorised access;
Accidental loss;
Misuse;
Alteration;
Disclosure; and
Destruction.

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

You are responsible for maintaining the confidentiality of any account credentials associated with our services.

14. Your Data Protection Rights

Subject to applicable UK data protection law, you may have rights including:

Right of access – to request information about the personal data we hold about you;
Right to rectification – to request correction of inaccurate or incomplete information;
Right to erasure – to request deletion of personal information in certain circumstances;
Right to restrict processing – to request restriction of processing in certain circumstances;
Right to data portability – to receive certain personal information in a structured, commonly used and machine-readable format;
Right to object – to object to certain processing, including direct marketing;
Right to withdraw consent – where processing is based on your consent; and
Rights relating to certain forms of automated decision-making, where applicable.

These rights are subject to conditions and exemptions under applicable law.

To exercise your rights, please contact:

info@petcomworld.co.uk

We may need to verify your identity before completing a request.

15. Children's Privacy

Our products and services are not intended to be purchased independently by children who do not have legal capacity to enter into the relevant transaction.

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

If you believe a child has provided personal information to us improperly, please contact us.

16. Third-Party Websites

Our website may contain links to websites or services operated by third parties.

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

We recommend reviewing the privacy policy of any third-party website before providing personal information.

17. Changes to This Privacy Policy

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

Our business;
Our website;
Our services;
Technology;
Legal requirements; or
Our data protection practices.

When we make changes, we may update the Last Updated date shown at the beginning of this policy.

We encourage customers to review this Privacy Policy periodically.

18. Complaints

If you have concerns about how we collect or use your personal information, please contact us first so that we have an opportunity to address your concerns.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.