Privacy policy

At Petlexa, we respect your privacy and are committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect your information when you visit our website, create an account, place an order, contact us or otherwise interact with Petlexa.
By using our website, you acknowledge the practices described in this Privacy Policy.

1. Information We Collect

When you use Petlexa, we may collect information such as:

  • Your name
  • Email address
  • Telephone number
  • Billing address
  • Delivery/shipping address
  • Order and purchase details
  • Payment and transaction information
  • Customer service communications
  • Account information, where applicable
  • Marketing preferences
  • Information you provide when submitting reviews or feedback

We may also automatically collect certain technical information when you visit our website, including:

  • IP address
  • Browser type
  • Device type
  • Operating system
  • Website pages you visit
  • Referring website
  • Approximate location information
  • Date and time of website activity
  • Cookies and similar technologies

2. How We Use Your Information

We use your information where necessary to:

  • Process and fulfil your orders
  • Process payments
  • Arrange delivery of your purchases
  • Provide customer support
  • Respond to enquiries
  • Manage your account
  • Process returns, refunds and exchanges
  • Send important order and service updates
  • Prevent fraud and protect our website
  • Improve our products, website and customer experience
  • Understand how customers use our website
  • Send marketing communications where you have provided appropriate consent or where otherwise permitted by law
  • Meet our legal, regulatory and accounting obligations

3. Payment Information

Payments made through Petlexa are processed using secure payment providers.
We may receive information necessary to confirm and manage your transaction, such as payment status, transaction reference and payment method.
We do not intentionally store complete payment card details such as your full card number or security code on our own systems where these are processed by our payment providers.
Payment providers may process your information according to their own privacy policies and terms.

4. Shipping and Delivery Information

To fulfil your order, we may share necessary customer information with delivery and fulfilment partners. This may include:

  • Your name
  • Delivery address
  • Telephone number
  • Email address
  • Order details

This information is shared only where reasonably necessary to process and deliver your order, provide delivery updates or resolve delivery issues.

5. Service Providers

Petlexa uses Shopify to operate our online store and provide e-commerce services.
Shopify and other trusted service providers may process personal information on our behalf or as independent service providers, depending on the service provided.

These services may include:

  • Website hosting and operation
  • Payment processing
  • Order management
  • Delivery and fulfilment
  • Customer support
  • Fraud prevention
  • Website analytics
  • Email and marketing services

We only share information where reasonably necessary for the relevant service, legal requirement or legitimate business purpose.

6. Cookies and Similar Technologies

Petlexa uses cookies and similar technologies to help our website function properly and provide a better shopping experience. Cookies may be used to:

  • Keep your shopping basket working
  • Remember certain preferences
  • Understand website usage
  • Improve website performance
  • Measure marketing and advertising performance
  • Provide relevant advertising where applicable

You can manage or disable cookies through your browser settings. Some website features may not work correctly if certain cookies are disabled.

7. Marketing Communications

If you choose to receive marketing communications from Petlexa, we may use your email address or other contact information to send you information about:

  • New products
  • Special offers
  • Promotions
  • Discounts
  • Store updates
  • Other relevant Petlexa communications

You can unsubscribe from marketing emails at any time by using the unsubscribe link included in our marketing emails.
You may still receive essential service communications, such as order confirmations, shipping updates, refund notifications or other messages relating to transactions you have made with us.

8. Customer Reviews and Content

If you voluntarily submit a product review, photograph, video or other content to Petlexa, we may use that content for legitimate business and marketing purposes in accordance with our Terms & Conditions.
We will not knowingly publish personal information that you have not intended to make public.

9. When We Share Your Information

We may share personal information with trusted third parties where necessary to operate Petlexa and provide our services.

These may include:

  • Shopify
  • Payment processors
  • Delivery and fulfilment providers
  • Technology and website service providers
  • Customer support providers
  • Analytics providers
  • Marketing service providers
  • Fraud prevention and security providers
  • Professional advisers
  • Government authorities or law enforcement where legally required

We do not sell your personal information as a commodity to third parties.

10. International Data Transfers

Some of our service providers may process or store personal information outside the United Kingdom.
Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate safeguards are in place as required by applicable UK data protection law.

11. How We Protect Your Information

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
However, no online transmission or electronic storage system can be guaranteed to be completely secure.
You should also take reasonable steps to protect your account information and avoid sharing passwords or sensitive information with others.

12. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy. Some information may need to be retained for longer periods where required for:

  • Legal compliance
  • Tax and accounting requirements
  • Fraud prevention
  • Dispute resolution
  • Enforcing our agreements
  • Protecting our legal rights

When information is no longer required, we will take reasonable steps to securely delete or anonymise it.

13. Your UK Data Protection Rights

Depending on the circumstances, you may have rights under applicable UK data protection law, including the right to:

  • Request access to personal information we hold about you.
  • Request correction of inaccurate or incomplete information.
  • Request deletion of your personal information where legally applicable.
  • Request restriction of certain processing.
  • Object to certain processing.
  • Request transfer of certain information to another organisation.
  • Withdraw consent where processing is based on consent.
  • Object to direct marketing.

Some rights are subject to legal conditions and exceptions.

14. Children's Privacy

Petlexa is not intended to knowingly collect personal information directly from children.
If you believe that a child has provided personal information to us without appropriate permission, please contact us so that we can review and take appropriate action.

15. Third-Party Websites

Our website may contain links to third-party websites, applications or services.
We are not responsible for the privacy practices or content of websites that we do not operate.
We recommend reviewing the privacy policy of any third-party website before providing personal information.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our business, website, services, technology or legal requirements.
The latest version will always be available on this page.
The Last Updated date at the top of this Privacy Policy will indicate when it was most recently updated.

17. Contact Petlexa

If you have questions about this Privacy Policy, want to exercise your privacy rights or have concerns about how your personal information is handled, please contact us:

Petlexa
Email: contact@petlexa.com
Business Address: 38 Collingwood Street, Newcastle Upon Tyne, United Kingdom, NE1 1JE
Phone: +44 20 3977 8720

We will review and respond to privacy-related requests in accordance with applicable UK data protection law.