Privacy policy

Last updated: 08 September 2026

Pet House ("we", "our", "us") respects your privacy and is committed to protecting your personal data. This policy explains how we collect, use, and safeguard your information when you visit pethouse.shop.

Data controller

Pet House is the data controller for your personal data. Our contact details are:

Pet House
654 Fulham Road
London
SW6 5RU
United Kingdom
Email: support@pethouse.shop
Phone: +44 7462 226507

Information we collect

We collect the following categories of personal data:

Information you provide directly:

• Contact information: name, email address, phone number, billing and shipping addresses.
• Order information: products purchased, order history, delivery preferences.
• Account information: if you create an account, your login credentials and saved preferences.
• Communications: messages, emails, and chat history when you contact us.
• Marketing preferences: consent and preferences for email communications.

Information collected automatically:

• Device information: IP address, browser type, operating system, device type.
• Usage information: pages viewed, time spent, clicks, referral source, and interactions with our website.
• Order and checkout behaviour: cart contents, checkout steps, and purchase patterns.

Information from third parties:

• Payment processors: payment confirmation and transaction status (we do not store full payment card details).
• Shipping carriers: delivery status and tracking updates.
• Shopify: platform analytics and order processing data.

Cookies and similar technologies

We use cookies and similar tracking technologies to:

• Provide essential website functionality.
• Remember your preferences and cart contents.
• Analyse website traffic and performance.
• Personalise your shopping experience.
• Deliver relevant marketing communications where you have consented.

You can manage your cookie preferences through your browser settings or our cookie consent tool. Essential cookies cannot be disabled as they are necessary for the website to function properly.

How we use your information

We use your personal data for the following purposes:

How we share your information

We share your personal data with the following categories of third parties:

• Shopify: Our e-commerce platform provider. Shopify processes order data, customer information, and payment data to operate our store. Shopify's privacy policy is available at shopify.com/legal/privacy.
• Payment providers: Stripe, PayPal, and other payment gateways to process transactions. We do not store your full payment card details on our systems.
• Shipping carriers: Royal Mail, Evri, DPD, and other carriers to deliver your orders and provide tracking updates.
• Email and marketing platforms: To send order confirmations, shipping updates, and marketing communications where you have consented.
• Analytics providers: Google Analytics and similar tools to understand how visitors use our website and improve our services.
• Legal and regulatory authorities: Where required by law or to protect our legal rights.

International transfers

We use Shopify as our e-commerce platform, which processes data in accordance with applicable data protection laws. Your data may be transferred to and processed in countries outside the UK and EEA. Where such transfers occur, we ensure appropriate safeguards are in place, including standard contractual clauses approved by the European Commission or equivalent UK provisions.

Data retention

We retain your personal data for as long as necessary to:

• Fulfill the purposes for which it was collected.
• Comply with legal, tax, and accounting obligations (typically 6–7 years for financial records).
• Resolve disputes and enforce our agreements.
• Maintain legitimate business records.

When data is no longer needed, we securely delete or anonymise it.

Your rights

Under UK and EU data protection law, you have the following rights:

• Right to access: Request a copy of the personal data we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your data where no legal obligation requires retention.
• Right to restriction: Request restriction of processing in certain circumstances.
• Right to object: Object to processing for direct marketing or legitimate interests.
• Right to data portability: Request transfer of your data to another service provider.
• Right to withdraw consent: Withdraw consent for marketing communications at any time.

To exercise any of these rights, contact us at support@pethouse.shop. We will respond within 30 days.

Marketing communications

We send marketing emails only with your explicit consent. You can unsubscribe at any time by clicking the unsubscribe link in any marketing email or by contacting us at support@pethouse.shop.

Children's privacy

Our website and products are not directed at children under 16. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately.

Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These include:

• Secure socket layer (SSL) encryption for data transmission.
• Restricted access to personal data within our organisation.
• Regular security assessments and updates.
• Compliance with PCI DSS standards for payment processing.

While we take reasonable precautions, no internet transmission is completely secure. We cannot guarantee absolute security.

Third-party links

Our website may contain links to third-party websites. This policy does not apply to those websites. We recommend reviewing their privacy policies before providing any personal data.

Policy updates

We may update this policy from time to time. The latest version will always be available at pethouse.shop/policies/privacy-policy. Material changes will be communicated via email or website notice where required.

Contact us

For privacy-related questions or to exercise your rights, contact us at:

Pet House
654 Fulham Road
London
SW6 5RU
United Kingdom
Email: support@pethouse.shop
Phone: +44 7462 226507

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.