Privacy policy

1. Introduction

VELCERA respects the privacy of its customers, business partners and website visitors. We are committed to handling personal information responsibly, securely and in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as amended.

This policy explains how we collect, use, store, disclose and protect personal information in connection with our retail (B2C) and wholesale (B2B) operations.

For the personal data processing described in this policy, VELCERA generally acts as the data controller.

2. Information We Collect

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

Personal and Contact Information

  • Full name.

  • Email address.

  • Telephone number.

  • Billing and delivery addresses.

  • Customer account information.

Business Customer Information

  • Company or trading name.

  • Business registration details.

  • VAT information, where applicable.

  • Business contact details.

  • Names and contact details of authorised representatives.

  • Purchase orders, invoices and transaction records.

Order and Transaction Information

  • Products purchased.

  • Order quantities and values.

  • Payment status and transaction references.

  • Delivery instructions.

  • Returns, refunds and customer support records.

Payments are processed through authorised payment service providers. We generally receive transaction confirmations and limited payment-related information rather than complete payment card details.

Technical and Usage Information

When customers interact with our online store, certain information may be collected automatically, including:

  • IP address.

  • Browser and device information.

  • Approximate location derived from technical data.

  • Pages visited and interactions with the store.

  • Cookies and similar technology identifiers.

We may also receive information from service providers involved in processing orders, delivering products or preventing fraudulent transactions.

3. How We Use Personal Information

We use personal information for legitimate business purposes, including:

  • Processing and confirming orders.

  • Managing retail and wholesale transactions.

  • Arranging payments and issuing invoices.

  • Coordinating storage, packaging, dispatch and delivery.

  • Communicating shipping and order updates.

  • Handling returns, refunds and product complaints.

  • Providing customer service.

  • Managing business customer relationships.

  • Preventing fraud and protecting our systems.

  • Maintaining accounting and tax records.

  • Improving store functionality and customer experience.

  • Sending marketing communications where legally permitted.

  • Complying with applicable legal and regulatory obligations.

We do not use personal information for purposes incompatible with the purposes for which it was collected unless another lawful basis applies.

4. Legal Bases for Processing

Depending on the purpose, we process personal information under one or more of the following lawful bases:

Contractual Necessity: Processing information required to fulfil customer purchases, arrange deliveries, provide customer support or take steps requested before entering into a contract.

Legal Obligation: Processing required for accounting, taxation, regulatory compliance and other legal responsibilities.

Legitimate Interests: Processing reasonably necessary for our business operations, including fraud prevention, website security, business customer communications, service improvement and management of commercial relationships, subject to the rights and interests of individuals.

Consent: Processing that requires permission, including certain marketing communications and non-essential cookies or tracking technologies.

Where processing relies on consent, individuals may withdraw that consent at any time.

5. Third-Party Service Providers

VELCERA sources its products from suppliers and uses authorised third-party providers for operational services.

These may include:

  • E-commerce technology and hosting providers.

  • Payment processing companies.

  • Warehousing and fulfilment operators.

  • Packaging and order preparation providers.

  • Courier, freight and delivery companies.

  • Customer support and communication providers.

  • Accounting and professional advisers.

  • Fraud prevention and security providers.

  • Analytics and marketing service providers, where enabled.

Our fulfilment partners may receive the customer information necessary to identify, prepare, dispatch and deliver an order.

We share only the information reasonably necessary for the relevant purpose and require appropriate data protection arrangements where applicable.

Third parties acting as independent data controllers may process information under their own applicable privacy notices.

6. Fulfilment and Delivery Information

Order fulfilment is performed through external logistics providers.

To complete an order, we may share:

  • Recipient name.

  • Delivery address.

  • Telephone number and email address where required.

  • Order contents and quantities.

  • Delivery instructions.

  • Information necessary to investigate missing or damaged shipments.

Fulfilment partners process this information for operational purposes such as picking, packing, shipping, delivery confirmation and returns handling.

VELCERA remains responsible for its own obligations as a data controller when engaging third-party processors.

7. Marketing Communications

We may send customers information about products, collections, promotions and business services where we have an appropriate legal basis.

Where consent is legally required, marketing communications will only be sent after obtaining the necessary permission.

Where applicable law permits marketing to existing customers without separate consent, we will provide the required opportunity to opt out.

Recipients can unsubscribe using the instructions in a marketing message or by contacting contact@velcera.shop.

Marketing preferences do not prevent essential transactional communications relating to orders, payments, deliveries or customer service.

8. Cookies and Similar Technologies

Our online store may use cookies and related technologies to support functionality, maintain security, remember shopping baskets and understand how visitors interact with the store.

These technologies may include:

  • Strictly Necessary Cookies: Required for essential functions such as checkout, security and shopping basket operation.

  • Functional Cookies: Used to remember relevant settings and preferences.

  • Analytics Cookies: Used to measure and improve store performance.

  • Marketing Cookies: Used for advertising measurement and personalisation where enabled.

Where required by applicable law, we obtain consent before activating non-essential cookies or similar technologies.

Visitors can manage applicable cookie preferences through the consent controls made available by the store and through supported browser settings.

Certain functionality may be affected if optional technologies are disabled.

9. International Data Transfers

Some technology, payment or logistics service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps to ensure that transfers comply with applicable data protection requirements.

Depending on the destination and provider, safeguards may include UK adequacy regulations, the International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses or another legally permitted mechanism.

Customers may contact us for further information about relevant international transfer safeguards.

10. Data Retention

We retain personal information only for as long as reasonably necessary to fulfil the purposes described in this policy.

Retention periods depend on the nature of the information and may reflect:

  • Applicable accounting and tax record requirements.

  • Contractual obligations.

  • The duration of customer relationships.

  • Product and order-related disputes.

  • Legal claims and limitation periods.

  • Fraud prevention and security requirements.

  • Customer preferences and consent status.

When personal information is no longer required, it will be securely deleted, anonymised or otherwise handled in accordance with applicable law.

11. Data Security

We implement appropriate organisational and technical measures designed to protect personal information from unauthorised access, disclosure, alteration, loss or misuse.

These measures may include access controls, secure communications, appropriate service provider agreements and security monitoring.

Although reasonable precautions are taken, no online transmission or storage system can be guaranteed to be completely secure.

12. Individual Data Protection Rights

Subject to applicable legal conditions and exemptions, individuals may have the right to:

  • Request access to their personal information.

  • Request correction of inaccurate information.

  • Request deletion of personal information.

  • Request restriction of processing.

  • Request transfer of certain information in a portable format.

  • Object to certain processing activities.

  • Withdraw consent where consent is the lawful basis.

  • Challenge qualifying solely automated decisions, where applicable.

Individuals have the right to object to the use of their personal information for direct marketing at any time.

Requests may be submitted to contact@velcera.shop.

We may request reasonable verification of identity before responding to requests involving personal information.

Individuals also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) or another competent supervisory authority where applicable.

13. Children's Privacy

Our products and services are not specifically directed at children.

We do not knowingly collect personal information from children in circumstances that would require additional consent or safeguards without complying with applicable legal requirements.

14. Changes to This Policy

We may amend this policy to reflect changes to our services, operational arrangements or applicable legal requirements.

Material changes will be communicated where required by law.

15. Contact Information

For privacy questions, data protection requests or concerns about personal information, please contact:

Merchant: VELCERA
Company Number: 17538818
Email: contact@velcera.shop
Business Address: 111 Fleet Street, London EC4A 2AB, United Kingdom