Privacy policy

Last Updated: 29 July 2026

This Privacy Policy explains how PAWSOME PET PANTRY LTD, trading as PAWSOME PET PANTRY ("we," "us," or “our”), collects, uses, stores, and protects personal information when you visit pawsomepetpantry.com, place an order, or otherwise communicate with us.

We process personal information in accordance with applicable UK data protection law, including the UK General Data Protection Regulation, the Data Protection Act 2018, and the Data (Use and Access) Act 2025.

1. Who We Are

PAWSOME PET PANTRY LTD is the data controller responsible for the personal information described in this policy.

Legal Business Name: PAWSOME PET PANTRY LTD
Trading and Website Name: PAWSOME PET PANTRY
Company Number: 15735811
Registered Office: 41 Dragonfly Way, Houghton-le-Spring, England, DH4 7BN, United Kingdom
Website: pawsomepetpantry.com
Email: support@pawsomepetpantry.com
Telephone: +44 7789 063118

For questions about this policy or how we process personal information, contact us using the details above.

2. Personal Information We Collect

Depending on how you interact with our website, we may collect the following information.

Identity and Contact Information

  • Full name
  • Billing address
  • Delivery address
  • Email address
  • Telephone number
  • Account username or customer identification number

Order and Transaction Information

  • Products purchased
  • Order number
  • Order value
  • Shipping method
  • Delivery status
  • Return, refund or exchange information
  • Discount or promotional code usage
  • Communications relating to an order

Payment Information

Payments may be processed by third-party payment providers.

Payment information may include:

  • Payment method
  • Billing details
  • Payment status
  • Transaction reference
  • Limited card details, such as the last four digits

We do not normally receive or store complete payment card numbers or card security codes. These are normally processed securely by the relevant payment provider.

Account Information

If customer accounts are available, we may collect:

  • Login information
  • Saved delivery addresses
  • Order history
  • Communication preferences
  • Account activity

Communication Information

We may collect information you provide when you:

  • Contact customer support
  • Submit a return or refund request
  • Leave a product review
  • Complete a contact form
  • Respond to a survey
  • Communicate with us by email, telephone or social media

Technical and Usage Information

When you use our website, we may collect:

  • Internet Protocol address
  • Browser type and version
  • Device type
  • Operating system
  • Website pages visited
  • Referring website
  • Date and time of visits
  • Shopping cart activity
  • Cookie identifiers
  • Website interaction and error information

Marketing Preferences

We may collect:

  • Email marketing preferences
  • Cookie choices
  • Advertising preferences
  • Records of consent
  • Unsubscribe requests

Fraud and Security Information

We may collect information necessary to:

  • Verify transactions
  • Detect suspicious activity
  • Prevent fraud
  • Protect customer accounts
  • Maintain website security
  • Enforce our Terms and Conditions

3. How We Collect Personal Information

We may collect personal information:

Directly From You

For example, when you:

  • Place an order
  • Create an account
  • Contact us
  • Request a return
  • Subscribe to marketing
  • Submit a product review
  • Complete a website form

Automatically

Some information may be collected automatically through:

  • Cookies
  • Server logs
  • Tracking pixels
  • Website analytics
  • Security technologies
  • Similar storage and access technologies

From Third Parties

We may receive information from:

  • Payment providers
  • Delivery carriers
  • E-commerce service providers
  • Fraud-prevention providers
  • Analytics providers
  • Advertising providers where applicable
  • Social media platforms when you interact with us
  • Customer service or communication platforms

4. How We Use Personal Information

We may use personal information to:

  • Process and confirm orders
  • Take and verify payments
  • Arrange shipping and delivery
  • Provide order tracking
  • Manage customer accounts
  • Process cancellations, returns and refunds
  • Respond to questions and complaints
  • Provide customer support
  • Prevent fraudulent transactions
  • Protect our website and customers
  • Maintain accounting and tax records
  • Improve website functionality
  • Analyse website performance
  • Personalise customer experience
  • Send marketing where legally permitted
  • Comply with legal and regulatory obligations
  • Establish, exercise or defend legal claims

We will not use personal information for an incompatible purpose unless permitted or required by law.

5. Our Lawful Bases

We rely on one or more of the following lawful bases:

Performance of a Contract

We process information when necessary to:

  • Process an order
  • Take payment
  • Deliver products
  • Provide customer support
  • Process returns and refunds
  • Manage a customer account

Without the required information, we may be unable to accept or fulfill an order.

Legal Obligation

We may process information to comply with the following:

  • Tax and accounting requirements
  • Consumer protection law
  • Product safety obligations
  • Court orders
  • Regulatory requirements
  • Lawful requests from public authorities

Legitimate Interests

We may process information where necessary for legitimate business interests, including:

  • Preventing fraud
  • Maintaining website security
  • Improving our services
  • Understanding business performance
  • Handling customer enquiries
  • Protecting legal rights
  • Keeping limited suppression records after marketing opt-outs

We consider whether our interests are balanced against the customer’s rights before relying on this basis.

Consent

We may rely on consent for:

  • Certain marketing communications
  • Non-essential cookies
  • Certain analytics or advertising technologies
  • Other optional processing activities

You may withdraw consent at any time. Withdrawal will not affect processing that took place before consent was withdrawn.

6. Payments

Payments are normally processed through secure third-party payment providers.

Payment providers process personal information under their own privacy policies and security procedures. We recommend reviewing the privacy information provided by the payment method you select.

We may receive confirmation that a payment was successful or unsuccessful, along with a transaction reference and limited payment details.

7. Sharing Personal Information

We may share necessary personal information with:

  • Website hosting and e-commerce providers
  • Payment processors
  • Delivery carriers and fulfilment providers
  • Email and customer-support providers
  • IT, cybersecurity and fraud-prevention providers
  • Website analytics providers
  • Advertising providers where applicable and legally permitted
  • Accountants, auditors, insurers and professional advisers
  • Government bodies, courts, regulators or law-enforcement authorities
  • A buyer, seller or adviser involved in a business sale, merger or restructuring

Service providers may only use personal information to provide contracted services or as otherwise permitted by law.

We do not sell personal information in exchange for money.

8. Shipping and Delivery Providers

To deliver an order, we may share information with delivery carriers, including:

  • Recipient’s name
  • Delivery address
  • Email address
  • Telephone number
  • Order or parcel reference
  • Delivery instructions

Delivery providers may use this information to deliver the parcel, provide tracking, and communicate about delivery.

9. Marketing Communications

We may send marketing communications where you have consented or where another lawful permission applies.

Marketing may include:

  • Product updates
  • Special offers
  • Discount information
  • New product announcements
  • Abandoned-cart reminders where legally permitted

You can unsubscribe at any time by:

Opting out of marketing will not stop essential service messages relating to orders, deliveries, security, or customer support.

10. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

  • Operate essential website functions
  • Remember shopping-cart contents
  • Maintain security
  • Remember customer preferences
  • Understand website performance
  • Measure marketing effectiveness
  • Display relevant advertising where applicable

Strictly necessary technologies may be used without consent where legally permitted.

Where consent is legally required, we will request it before using non-essential technologies. Customers can accept, reject, or manage optional cookies through the website’s cookie controls.

You may also control cookies through your browser settings. Blocking essential cookies may prevent parts of the website or checkout from working correctly.

11. International Data Transfers

Some service providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will use an appropriate legal safeguard where required. This may include:

  • A UK adequacy regulation
  • The UK International Data Transfer Agreement
  • The UK Addendum to approved standard contractual clauses
  • Another legally recognised transfer mechanism

Customers may contact us for additional information about applicable safeguards.

12. Data Retention

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected.

Typical retention periods include the following:

  • Order, payment and accounting records: Normally up to six years, or longer where legally required
  • Customer account information: While the account remains active and for a reasonable period afterwards
  • Customer service communications: Normally up to two years after the enquiry is resolved, unless longer retention is required
  • Return, refund and dispute records: For as long as necessary to handle the matter and meet legal requirements
  • Marketing information: Until consent is withdrawn, the customer unsubscribes or the information is no longer required
  • Marketing suppression records: As long as necessary to ensure an opt-out is respected
  • Security and technical information: For a limited period appropriate to security, fraud prevention and legal requirements

Information may be retained longer if required for taxation, legal proceedings, fraud prevention, or regulatory compliance.

When personal information is no longer needed, we will delete, anonymize, or securely dispose of it.

13. Data Security

We use reasonable administrative, technical, and organizational measures designed to protect personal information against:

  • Unauthorised access
  • Unlawful use
  • Accidental loss
  • Alteration
  • Disclosure
  • Destruction

Measures may include access controls, encryption, secure connections, service-provider assessments, software updates, and security monitoring.

No internet transmission or storage system can be guaranteed to be completely secure.

14. Automated Checks

We or our service providers may use automated tools to detect fraud, verify payments, or identify suspicious transactions.

These checks may result in an order being delayed, reviewed, or declined.

Where a decision is made solely through automated processing and has a significant effect, you may contact us to request information or human review where applicable.

15. Children’s Privacy

Our website is not directed primarily at children, and orders should be placed by someone legally able to enter into a purchase contract.

We do not knowingly collect personal information directly from young children without appropriate permission.

If you believe a child has provided personal information without appropriate permission, contact us so we can investigate and take appropriate action.

16. Your Data Protection Rights

Depending on the circumstances, you may have the right to

  • Be informed about how your information is used
  • Request access to your personal information
  • Request correction of inaccurate information
  • Request completion of incomplete information
  • Request deletion of personal information
  • Request restriction of processing
  • Object to certain processing
  • Receive certain information in a portable format
  • Withdraw consent
  • Object to direct marketing
  • Request human review of certain automated decisions
  • Submit a data protection complaint

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

You have an absolute right to object to the use of your personal information for direct marketing.

17. Exercising Your Rights

To exercise a data protection right, contact:

Email: support@pawsomepetpantry.com
Subject line: Data Protection Request

Please explain:

  • Your name and contact details
  • The right you wish to exercise
  • The information or processing involved

We may request reasonable information to confirm your identity.

We normally respond without undue delay and within one calendar month after receiving a valid request and any necessary identity information.

Where permitted, the response period may be extended by up to two additional months if the request is complex or multiple requests are made. We will explain any extension.

18. Data Protection Complaints

If you are concerned about how we process personal information, please contact us first:

Email: support@pawsomepetpantry.com
Subject line: Data Protection Complaint

We will:

  • Provide a clear way to submit the complaint
  • Acknowledge it within 30 days
  • Investigate it without undue delay
  • Keep you reasonably informed
  • Notify you of the outcome

You also have the right to complain to the Information Commissioner’s Office:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Telephone: 0303 123 1113
Website: ico.org.uk/make-a-complaint

19. Third-Party Websites

Our website may contain links to third-party websites.

We do not control the privacy practices of external websites. Customers should review the privacy policy of any third-party website before providing personal information.

20. Changes to This Privacy Policy

We may update this Privacy Policy when our services, technologies, legal obligations, or data-processing practices change.

The latest version will be published on this page with an updated revision date.

Material changes may also be communicated through the website or by another appropriate method.