Privacy Policy

Last updated: October 2026

The Pets Larder ("we," "us," or "our") is committed to protecting your privacy. This policy explains how we collect, use, and protect your personal information when you visit our website, make a purchase, or contact us.

Website Disclaimer

The information on this website is provided for general information purposes only. While we endeavour to keep information up to date and accurate, we make no representations or warranties about its completeness, accuracy, reliability, or suitability for any purpose. Any reliance on this information is strictly at your own risk.

We are not liable for any loss or damage (including indirect or consequential loss) arising from your use of this website or from the loss of any data or profits.

Our website may contain links to external sites beyond our control. We are not responsible for the privacy or content of those sites.

Legal Basis for Processing

We process your personal information lawfully under the UK General Data Protection Regulation (UK-GDPR) and the Privacy and Electronic Communications Regulations (PECR). Our lawful bases are:

• Consent — for marketing communications (email, SMS, WhatsApp)
• Contract — to fulfill your orders and provide customer service
• Legitimate interest — to improve our products and services, prevent fraud, and comply with legal obligations

What We Collect

We may collect:

• Name and contact information (email address, phone number, postal address)
• Demographic information (postcode, preferences, interests)
• Payment and transaction information
• Information from surveys or customer feedback
• Device and browsing information (via cookies, with your consent)

How We Use Your Information

Order Fulfilment and Customer Service

We use your information to process orders, send order confirmations, shipping updates, and to respond to your inquiries.

Marketing Communications

Email: We may send promotional emails about new products, special offers, or updates you may find interesting. You opted in to this at checkout and can unsubscribe at any time by clicking the unsubscribe link in any email.

SMS: If you opted in to SMS at checkout, we may send order updates and marketing offers via text message. You can opt out by replying STOP to any message, or by contacting us.

WhatsApp: If you opted in to WhatsApp at checkout (separate from email and SMS), we may send order updates and marketing offers via WhatsApp. Your WhatsApp consent is separate from your other marketing preferences. You can opt out by replying STOP to any WhatsApp message, or by contacting us. We use Dondy as our WhatsApp service provider; your phone number and consent preferences are shared with Dondy for this purpose only.

Other Uses

• To understand your needs and provide better service
• To improve our products, services, and website
• For market research (with your permission)
• To customise your experience on our website
• To comply with legal and regulatory requirements
• To prevent fraud and protect security

Third Parties

We may share your information with:

• Shopify — our e-commerce platform
• Payment processors — to process payments securely
• Dondy — for WhatsApp messaging (if you've consented)
• Seguno — for email and SMS delivery (if you've consented)
• Royal Mail / courier services — for order fulfilment
• Law enforcement or government bodies — if required by law

We do not sell your personal information to third parties.

Data Retention

We retain your information for as long as necessary to provide our services and fulfil the purposes outlined in this policy:

• Customer account data: Retained for the duration of your account and 3 years after your last purchase
• Marketing preferences: Retained according to your consent status; we honor unsubscribe requests immediately
• Payment information: Processed by our payment provider and not retained by us
• Email/SMS/WhatsApp records: Retained for 2 years for compliance and customer service purposes

Data Subject Rights

Under UK-GDPR, you have the right to:

• Access — Request a copy of your personal data
• Rectification — Ask us to correct inaccurate information
• Erasure — Request deletion of your data (subject to legal retention requirements)
• Restrict processing — Limit how we use your data
• Portability — Receive your data in a portable format
• Object — Opt out of marketing communications or certain processing
• Withdraw consent — Withdraw consent for any processing at any time

To exercise any of these rights, please contact us at ahoy@thepetslarder.co.uk.

Marketing Preferences

You can control your marketing communications at any time:

• Email: Click "unsubscribe" in any marketing email, or contact us
• SMS: Reply STOP to any text message, or contact us
• WhatsApp: Reply STOP to any WhatsApp message, or contact us
• All channels: Email ahoy@thepetslarder.co.uk with your request

We will honour your request within 10 business days.

Security

We are committed to protecting your information. We use appropriate technical and organisational measures to safeguard your data against unauthorised access, disclosure, or loss. However, no online system is completely secure; please contact us immediately if you believe your information has been compromised.

Links to Other Websites

Our website may contain links to external websites. We have no control over their content or privacy practices and are not responsible for them. Please review their privacy policies before providing information.

Changes to This Policy

We may update this policy from time to time. We will notify you of significant changes by posting the updated policy on our website and updating the "last updated" date above. Your continued use of our site indicates acceptance of these changes.

Contact Us

If you have questions about this privacy policy, wish to exercise your rights, or want to update your preferences, please contact us:

The Pets Larder Unit 9, Long Rock Industrial Estate Penzance, TR20 8HT United Kingdom

Email: ahoy@thepetslarder.co.uk

Data Protection Officer or Supervisory Authority

If you believe we have violated your privacy rights or wish to file a complaint, you can contact the Information Commissioner's Office (ICO):

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

Tel: 0303 123 1113 Website: www.ico.org.uk