Privacy policy

Privacy & Data Protection Policy

Last Updated: 9 July 2026

This Privacy & Data Protection Policy explains how Rowan Vale (“Rowan Vale”, “we”, “us” or “our”) collects, uses, stores, shares and protects personal information when you visit our website, browse our products, create an account, place an order, contact our customer support team, subscribe to marketing communications or otherwise interact with our independent digital store.

Rowan Vale operates as an independent UK-based online pet retailer. We provide a curated digital shopping experience for pet owners looking for practical products for everyday pet care, grooming, comfort, hygiene, walking, feeding, home organisation and related pet routines.

For the purposes of applicable data protection law, including the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, Rowan Vale is the Data Controller of the personal information described in this Policy, unless otherwise stated. This means we are responsible for deciding why and how your personal information is processed.

We are committed to handling personal information lawfully, fairly, transparently and securely. We only collect and use personal information where we have a valid reason to do so, and we aim to make our privacy practices clear, accessible and understandable.

Please read this Policy carefully before using our website or placing an order. By using our website, purchasing from us, contacting us or providing personal information to us, you acknowledge that your personal information will be processed in accordance with this Policy.

Nothing in this Policy affects your statutory rights.

1. Scope Of This Policy

This Policy applies to personal information processed by Rowan Vale in connection with:

  • visits to our website;

  • browsing products or collections;

  • placing items in a basket;

  • creating or managing an account;

  • placing an order;

  • making a payment through our secure checkout;

  • arranging delivery;

  • handling returns, refunds, cancellations or complaints;

  • contacting our customer support team;

  • subscribing to newsletters or marketing emails;

  • participating in promotions where available;

  • interacting with website cookies or similar technologies;

  • using any customer-facing digital service made available by Rowan Vale.

This Policy does not apply to websites, services, platforms or applications operated by third parties that we do not control. If our website links to a third-party website, you should review that third party’s own privacy policy before providing personal information to them.

2. Legal Framework

We process personal information in accordance with applicable UK data protection and privacy legislation, including where relevant:

  • the UK General Data Protection Regulation;

  • the Data Protection Act 2018;

  • the Privacy and Electronic Communications Regulations 2003, as amended;

  • applicable consumer protection and e-commerce rules;

  • applicable accounting, tax, fraud prevention and business record-keeping obligations.

These legal frameworks require us to process personal information fairly, lawfully and transparently, to collect only what is reasonably necessary, to keep information secure, to retain information only for appropriate periods and to respect the rights individuals have over their personal data.

3. Key Data Protection Principles

When we handle personal information, we aim to follow the core data protection principles required under UK data protection law.

This means personal information should be:

  • processed lawfully, fairly and transparently;

  • collected for specified, explicit and legitimate purposes;

  • adequate, relevant and limited to what is necessary;

  • accurate and kept up to date where required;

  • kept only for as long as necessary;

  • protected with appropriate technical and organisational safeguards;

  • handled in a way that allows accountability and responsible governance.

These principles guide how we design our customer experience, manage orders, handle support enquiries, use digital tools and protect customer information.

4. Personal Information We May Collect

The personal information we collect depends on how you interact with Rowan Vale. We do not collect every category of information from every customer. In most cases, we collect information because it is needed to operate the website, process an order, deliver products, provide customer support, prevent fraud, comply with legal obligations or communicate with you.

4.1 Identity Information

We may collect identity information such as:

  • full name;

  • account username, if accounts are available;

  • title or preferred form of address, if provided;

  • information needed to identify you in relation to an order, support request, return, refund or complaint.

This information helps us recognise you as a customer, process your order and provide support.

4.2 Contact Information

We may collect contact information such as:

  • email address;

  • telephone number;

  • billing address;

  • delivery address;

  • postcode;

  • customer support contact details;

  • communication preferences.

This information is required to process orders, send order updates, arrange delivery, respond to enquiries and communicate with you about your purchase.

4.3 Order And Transaction Information

We may collect information about your orders and transactions, including:

  • products viewed;

  • products added to basket;

  • products purchased;

  • product variations selected, such as size, colour or quantity;

  • order number;

  • order date;

  • order value;

  • delivery method;

  • delivery status;

  • returns, refunds or cancellation history;

  • customer service notes relating to an order;

  • complaint or dispute information where relevant.

This information allows us to manage our contractual relationship with you and maintain accurate business records.

4.4 Payment Information

Payments are processed through secure payment providers. We do not intentionally store full payment card numbers on our own internal systems.

We may receive and retain limited payment-related information, such as:

  • payment status;

  • payment confirmation;

  • transaction reference;

  • payment method type;

  • billing confirmation;

  • fraud screening information where applicable;

  • refund confirmation.

Payment providers may process additional financial information in accordance with their own security standards, legal obligations and privacy notices.

You should never send full card numbers, bank details or sensitive payment information to us by email, direct message, social media or any other insecure channel.

4.5 Account Information

If customer accounts are available, we may process account-related information such as:

  • account login details;

  • password credentials in protected form;

  • saved addresses;

  • order history;

  • account preferences;

  • communication preferences;

  • security information used to protect the account.

You are responsible for keeping your account details secure. You should not share your password or login details with anyone else.

4.6 Customer Support Information

When you contact us, we may collect and store information such as:

  • your name;

  • email address;

  • order number;

  • product details;

  • delivery postcode;

  • photographs you provide;

  • written messages;

  • complaint details;

  • return or refund requests;

  • information needed to investigate an issue;

  • records of our response.

This information helps us answer enquiries, resolve issues, investigate complaints, manage returns and maintain accurate support records.

4.7 Technical Information

When you use our website, we may collect technical information such as:

  • IP address;

  • browser type and version;

  • device type;

  • operating system;

  • time zone setting;

  • website access times;

  • pages visited;

  • referral source;

  • interaction data;

  • session information;

  • error logs;

  • security logs;

  • cookie identifiers where applicable.

This information helps us maintain website functionality, improve performance, detect security issues, prevent fraud and understand how customers use our digital store.

4.8 Usage Information

We may collect information about how you interact with our website, such as:

  • products or collections viewed;

  • time spent on pages;

  • basket activity;

  • checkout activity;

  • abandoned basket events where applicable;

  • search terms used on the website;

  • clicks, navigation paths and page interactions;

  • customer preferences inferred from website behaviour.

This helps us improve website usability, product presentation, customer experience and store performance.

4.9 Marketing Information

If you subscribe to marketing communications or interact with promotional content, we may collect:

  • email marketing preferences;

  • consent records;

  • subscription status;

  • unsubscribe records;

  • engagement with emails;

  • products or categories of interest;

  • responses to promotions where applicable.

We use this information to send marketing only where permitted and to respect your preferences.

4.10 Pet-Related Information Provided By Customers

In some cases, customers may voluntarily provide information about a pet when asking for product guidance, for example:

  • pet type;

  • pet size;

  • breed or coat type;

  • grooming needs;

  • walking or comfort needs;

  • product suitability concerns;

  • behavioural considerations relevant to product choice.

We use this information only to respond to the enquiry and provide practical customer support. We do not use pet-related information to make medical, veterinary or clinical assessments.

5. Information We Do Not Need You To Send

For your privacy and security, you should not send us unnecessary sensitive information.

Please do not send:

  • full payment card numbers;

  • bank account passwords;

  • copies of identity documents unless specifically required for a lawful reason;

  • medical records;

  • sensitive personal information unrelated to an order;

  • private information about another person without authority;

  • unnecessary information about children;

  • passwords or login codes;

  • confidential information through insecure channels.

If we receive unnecessary sensitive information, we may delete it where appropriate and lawful.

6. How We Collect Personal Information

We may collect personal information in the following ways.

6.1 Directly From You

We collect information directly from you when you:

  • place an order;

  • create an account;

  • enter your delivery details;

  • contact customer support;

  • request a return or refund;

  • subscribe to marketing emails;

  • complete forms on the website;

  • provide product suitability information;

  • respond to promotions or surveys where available.

6.2 Automatically Through The Website

We may collect technical and usage information automatically when you use our website. This may happen through cookies, pixels, server logs, analytics tools, fraud prevention tools, security systems and similar technologies.

6.3 From Service Providers

We may receive information from service providers that help us operate our store, including payment processors, delivery partners, customer support tools, fraud prevention services, analytics providers, email service providers and technical hosting providers.

6.4 From Third Parties Where Lawful

In limited cases, we may receive information from third parties where lawful and necessary, such as payment confirmation, courier delivery updates, fraud prevention alerts, chargeback information, professional advisers or legal authorities.

7. Why We Use Personal Information

We use personal information only where we have a legitimate and lawful reason. The main purposes are set out below.

7.1 To Operate Our Online Store

We use personal information to provide and maintain our digital store, including:

  • website functionality;

  • customer accounts;

  • basket and checkout features;

  • product browsing;

  • secure order processing;

  • customer communications;

  • website security;

  • technical troubleshooting;

  • service improvement.

7.2 To Process And Fulfil Orders

We use personal information to:

  • receive orders;

  • confirm purchases;

  • process payment status;

  • prepare orders;

  • arrange delivery;

  • send order updates;

  • manage delivery enquiries;

  • handle returns and refunds;

  • resolve order-related issues.

Without this information, we may not be able to complete the contract with you.

7.3 To Provide Customer Support

We use personal information to:

  • answer questions;

  • investigate complaints;

  • respond to product enquiries;

  • assess return or refund requests;

  • review photographs or evidence provided by customers;

  • manage disputes;

  • maintain records of customer communication.

7.4 To Improve Our Products And Website

We may use information to:

  • understand customer behaviour;

  • improve website navigation;

  • improve product descriptions;

  • refine product presentation;

  • identify technical issues;

  • improve customer support;

  • improve delivery communication;

  • assess product demand;

  • improve the overall shopping experience.

Where possible, we use aggregated or anonymised information for these purposes.

7.5 To Send Marketing Communications

Where permitted by law, we may use personal information to send marketing communications about:

  • pet products;

  • store updates;

  • promotions;

  • new collections;

  • helpful pet care content;

  • abandoned basket reminders where lawful;

  • customer offers where applicable.

We will only send electronic marketing where we have an appropriate legal basis and where the rules on electronic marketing are satisfied. You can unsubscribe from marketing emails at any time.

7.6 To Prevent Fraud And Protect Security

We may process personal information to:

  • detect suspicious activity;

  • protect customer accounts;

  • prevent fraudulent payments;

  • investigate unauthorised use;

  • manage chargebacks;

  • protect our website;

  • maintain secure checkout processes;

  • protect our legal rights;

  • reduce misuse of our services.

7.7 To Comply With Legal Obligations

We may use personal information where necessary to comply with legal obligations, including:

  • accounting rules;

  • tax record requirements;

  • consumer protection obligations;

  • data protection obligations;

  • fraud prevention duties;

  • legal requests;

  • court orders;

  • regulatory requirements;

  • dispute handling;

  • product safety responsibilities where applicable.

8. Lawful Bases For Processing

Under the UK GDPR, we must identify a lawful basis for processing personal information. The lawful basis depends on the purpose of processing.

8.1 Contract

We process personal information where it is necessary to enter into or perform a contract with you.

This applies when we:

  • process an order;

  • take payment confirmation;

  • arrange delivery;

  • send order updates;

  • manage returns;

  • provide customer support connected to a purchase;

  • handle cancellations or refunds.

If you do not provide the information required for these activities, we may not be able to process your order or provide the relevant service.

8.2 Legal Obligation

We process personal information where necessary to comply with a legal obligation.

This may include:

  • maintaining accounting and tax records;

  • responding to lawful requests;

  • complying with consumer protection requirements;

  • handling statutory rights;

  • maintaining records required for legal defence;

  • complying with data protection law;

  • supporting product safety responsibilities where relevant.

8.3 Legitimate Interests

We may process personal information where it is necessary for our legitimate interests or the legitimate interests of a third party, provided those interests are not overridden by your rights and freedoms.

Our legitimate interests may include:

  • operating and improving our independent digital store;

  • preventing fraud;

  • protecting website security;

  • responding to customer enquiries;

  • maintaining business records;

  • understanding customer use of our website;

  • improving product presentation;

  • managing complaints and disputes;

  • protecting our legal position;

  • ensuring effective business administration.

Where we rely on legitimate interests, we consider whether the processing is necessary, proportionate and reasonably expected in the context of your relationship with us.

8.4 Consent

We rely on consent where required by law or where we choose to ask for permission.

This may apply to:

  • non-essential cookies;

  • certain analytics or advertising technologies;

  • email marketing where consent is required;

  • optional promotional communications;

  • any processing where you are given a clear choice.

Where we rely on consent, you may withdraw consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before consent was withdrawn.

8.5 Vital Interests

In rare circumstances, we may process personal information where necessary to protect someone’s vital interests. This is unlikely to apply in normal online retail activity but may be relevant in exceptional situations.

8.6 Public Task

Public task is not normally relevant to Rowan Vale’s retail operations. We do not usually process customer information on this basis.

9. Marketing Communications

We may send marketing communications only where permitted by applicable law.

Marketing communications may include:

  • product updates;

  • new collection announcements;

  • promotional emails;

  • helpful pet care content;

  • customer offers;

  • back-in-stock notifications where available;

  • abandoned basket reminders where lawful.

We aim to ensure that marketing is clear, relevant and not misleading.

You can opt out of marketing emails at any time by using the unsubscribe link included in our emails or by contacting us through the contact details provided on our website.

If you unsubscribe from marketing, we may still send non-marketing communications, such as:

  • order confirmations;

  • payment confirmations;

  • delivery updates;

  • customer support replies;

  • return or refund updates;

  • account notices;

  • legal or policy updates;

  • security alerts.

These transactional messages are necessary for operating the store and managing our relationship with you.

10. Cookies And Similar Technologies

Our website may use cookies and similar technologies to support website functionality, improve customer experience, analyse performance, maintain security and support marketing where permitted.

Cookies are small files or technologies stored on your device or accessed through your browser. Similar technologies may include pixels, tags, local storage, device identifiers and analytics tools.

10.1 Essential Cookies

Essential cookies are necessary for the website to work properly. They may be used to:

  • remember items in your basket;

  • support checkout;

  • keep your session secure;

  • remember privacy preferences;

  • support account login;

  • prevent fraud;

  • maintain website security;

  • enable core website functions.

These cookies are usually required for the service you request and may not require consent in the same way as non-essential cookies.

10.2 Performance And Analytics Cookies

Performance and analytics cookies help us understand how visitors use our website. They may show us:

  • which pages are visited;

  • how visitors move through the site;

  • whether errors occur;

  • which products or categories are viewed;

  • how website performance can be improved.

Where required, we will only use non-essential analytics cookies with appropriate consent.

10.3 Marketing Cookies

Marketing cookies may help us provide more relevant advertising or understand the effectiveness of marketing campaigns.

Where marketing cookies are used, they will only be used where permitted by law and, where required, with your consent.

10.4 Managing Cookies

You may be able to manage cookie preferences through a cookie banner, website privacy tool or browser settings.

If you block or disable certain cookies, parts of the website may not function properly. For example, basket, checkout, account login, preferences or security features may be affected.

11. When We Share Personal Information

We do not sell your personal information.

We may share personal information only where necessary, lawful and proportionate. This may include sharing information with trusted service providers and professional partners who help us operate our store.

11.1 Payment Providers

We share necessary information with secure payment providers so payments can be processed, authenticated, refunded and protected against fraud.

11.2 Delivery And Logistics Partners

We share necessary delivery information with couriers and logistics partners so orders can be delivered. This may include your name, delivery address, phone number, email address and order delivery details.

11.3 Technology And Website Service Providers

We may use service providers for:

  • website hosting;

  • website security;

  • technical maintenance;

  • checkout functionality;

  • customer account features;

  • analytics;

  • error monitoring;

  • fraud prevention;

  • email delivery;

  • customer support tools.

These providers may process personal information only as needed to provide their services.

11.4 Customer Support And Communication Tools

We may use communication platforms to manage customer enquiries, order updates, support requests, complaints, returns and refunds.

11.5 Professional Advisers

We may share information with professional advisers where necessary, including:

  • accountants;

  • legal advisers;

  • insurers;

  • compliance advisers;

  • fraud prevention advisers;

  • tax advisers.

11.6 Authorities, Regulators And Legal Proceedings

We may disclose personal information where necessary to:

  • comply with law;

  • respond to lawful requests;

  • protect our legal rights;

  • enforce our terms;

  • investigate fraud;

  • defend legal claims;

  • support dispute resolution;

  • comply with court orders or regulatory requirements.

11.7 Business Transfers

If Rowan Vale is involved in a business sale, reorganisation, merger, transfer of assets or similar business transaction, personal information may be transferred where lawful and necessary. Any such transfer would be handled in accordance with applicable data protection requirements.

12. Third-Party Processors And Accountability

Where we use third-party processors to handle personal information on our behalf, we aim to ensure that appropriate safeguards are in place.

This may include:

  • contractual data protection obligations;

  • confidentiality requirements;

  • security requirements;

  • limits on how data may be used;

  • requirements to assist with data subject rights;

  • requirements to protect information against unauthorised access;

  • requirements to delete or return data where appropriate.

We remain responsible for ensuring that personal information is handled in accordance with applicable data protection law when processed on our behalf.

13. International Transfers

Some service providers used to operate a modern digital store may process or access personal information outside the United Kingdom.

Where personal information is transferred outside the UK, we aim to ensure that the transfer is protected by appropriate safeguards required by applicable data protection law.

These safeguards may include:

  • UK adequacy regulations;

  • International Data Transfer Agreements;

  • UK Addendum to the EU Standard Contractual Clauses;

  • Standard Contractual Clauses where applicable;

  • other lawful transfer mechanisms recognised under UK data protection law.

We take reasonable steps to ensure that personal information transferred internationally remains protected to an appropriate standard.

14. Data Security

We take the security of personal information seriously and use appropriate technical and organisational measures designed to protect data against unauthorised access, accidental loss, misuse, alteration, disclosure or destruction.

Security measures may include:

  • secure website connections;

  • access controls;

  • account authentication;

  • password protection;

  • restricted access to customer information;

  • secure payment processing;

  • fraud prevention tools;

  • system monitoring;

  • staff or operator confidentiality controls;

  • data minimisation;

  • secure record management;

  • periodic review of data practices.

No website, digital system or method of transmission can be guaranteed to be completely secure. However, we take reasonable steps to protect personal information and reduce the risk of unauthorised access or misuse.

Customers should also take steps to protect their own information, including using strong passwords, keeping login details private, avoiding public devices for checkout where possible and contacting us promptly if they suspect unauthorised account activity.

15. Payment Security

Payments are handled through secure payment processing systems. We do not ask customers to send full card numbers or sensitive payment details by email, social media message, chat message or any other insecure method.

When placing an order, customers should complete payment only through the official checkout process on our website.

If you receive a suspicious message claiming to be from Rowan Vale and asking for payment details outside our normal checkout process, you should not respond with payment information. Contact us using the official contact details on our website.

16. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to fulfil orders, provide customer support, maintain business records, comply with legal obligations, resolve disputes and protect our legal position.

Retention periods may vary depending on the type of information and the reason it is held.

16.1 Order And Transaction Records

Order and transaction records may be kept for a period required for accounting, tax, contractual, consumer protection and legal purposes. In many cases, business records may need to be retained for up to six years.

16.2 Customer Support Records

Customer support records may be kept for as long as necessary to manage the enquiry, resolve the issue, handle any follow-up, maintain evidence of our response and protect our legal position.

16.3 Account Information

Account information may be kept while the account remains active. If an account is closed, we may retain limited information where required for legal, accounting, fraud prevention, dispute or legitimate business purposes.

16.4 Marketing Records

Marketing preference records may be retained to show whether you subscribed, unsubscribed or withdrew consent. This helps us respect your communication preferences.

16.5 Technical And Security Logs

Technical and security logs may be retained for shorter periods unless needed for fraud prevention, security investigation, legal compliance or dispute resolution.

16.6 Deletion Or Anonymisation

When personal information is no longer needed, we may delete it, anonymise it or securely archive it where lawful and appropriate.

17. Your Data Protection Rights

Depending on the circumstances, you may have the following rights under UK data protection law.

17.1 Right Of Access

You may request a copy of the personal information we hold about you. This is commonly known as a Subject Access Request.

17.2 Right To Rectification

You may ask us to correct inaccurate or incomplete personal information.

17.3 Right To Erasure

You may ask us to delete personal information in certain circumstances. This is sometimes called the “right to be forgotten”.

This right is not absolute. We may need to retain certain information where required for legal, accounting, fraud prevention, dispute resolution or legitimate business purposes.

17.4 Right To Restrict Processing

You may ask us to restrict how we use your personal information in certain circumstances.

17.5 Right To Object

You may object to certain processing, including processing based on legitimate interests or direct marketing.

Where you object to direct marketing, we will stop using your personal information for that purpose.

17.6 Right To Data Portability

Where applicable, you may request that certain personal information be provided in a structured, commonly used and machine-readable format.

17.7 Right To Withdraw Consent

Where we rely on consent, you may withdraw that consent at any time.

Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

17.8 Rights Relating To Automated Decision-Making

You may have rights in relation to decisions based solely on automated processing that produce legal or similarly significant effects. We do not intend to use customer data for solely automated decisions of this nature in normal retail operations.

18. How To Exercise Your Rights

To exercise your data protection rights, please contact us using the contact details provided on our website.

To help us respond efficiently, please include:

  • your full name;

  • email address used with your order or account;

  • order number, if relevant;

  • the right you wish to exercise;

  • enough information for us to identify your records;

  • any details that help us understand your request.

We may need to verify your identity before responding to a request. This is to protect personal information from unauthorised disclosure.

We will respond within the timeframe required by applicable law. In some cases, if a request is complex or if we receive multiple requests, additional time may be permitted under law.

We will not discriminate against you for exercising your data protection rights.

19. When We May Refuse Or Limit A Request

Data protection rights are important, but they are not always absolute.

We may refuse, limit or delay a request where permitted by law, for example where:

  • we cannot verify your identity;

  • the request is manifestly unfounded or excessive;

  • we must retain information to comply with a legal obligation;

  • information is needed to establish, exercise or defend legal claims;

  • deletion would interfere with accounting or tax obligations;

  • information is needed for fraud prevention;

  • the request affects the rights and freedoms of another person;

  • another legal exemption applies.

If we cannot fully comply with a request, we will explain the reason where required and permitted by law.

20. Children’s Privacy

Our website and products are intended for adults purchasing pet products for household use. We do not knowingly collect personal information from children for account creation, purchasing or marketing purposes.

If we become aware that a child has provided personal information without appropriate authority, we will take reasonable steps to delete or restrict the information where required.

Parents or guardians who believe that a child has provided personal information to us should contact us using the details provided on our website.

21. Pet Information And Veterinary Disclaimer

Customers may voluntarily provide information about their pet when asking for product guidance. We may use this information to respond to the enquiry and help explain product suitability in a general retail context.

We do not provide veterinary advice, medical advice, clinical assessments, diagnosis, treatment plans or behavioural treatment through our website.

If your pet has a medical condition, injury, allergy, skin issue, behavioural issue, severe matting, pain, discomfort or any unusual symptoms, you should seek advice from a qualified veterinary professional or other appropriate specialist.

22. Reviews, Feedback And Customer Content

If reviews, testimonials, feedback forms, product questions or similar features are available, you may choose to submit content to us.

This content may include:

  • name or display name;

  • product purchased;

  • written review;

  • rating;

  • photographs if submitted;

  • feedback about the product or service.

We may moderate, publish, remove or refuse reviews where lawful and appropriate, including where content is offensive, false, misleading, contains personal information, includes inappropriate claims, refers to medical treatment, infringes rights or is unrelated to the product.

You should not include sensitive personal information, private information about another person or unnecessary pet health information in public reviews.

23. Fraud Prevention, Chargebacks And Misuse

We may process personal information to protect Rowan Vale, customers and payment systems from fraud, misuse, chargeback abuse, unauthorised access and suspicious activity.

This may include reviewing:

  • order patterns;

  • payment status;

  • billing and delivery mismatch;

  • repeated failed payment attempts;

  • unusual account activity;

  • suspicious returns behaviour;

  • courier dispute information;

  • chargeback evidence;

  • communication records.

Where necessary, we may share information with payment providers, fraud prevention partners, professional advisers, couriers, banks or authorities.

This processing is carried out to protect the security and integrity of our store and to defend legitimate legal and commercial interests.

24. Complaints About Privacy

If you have a concern about how we handle personal information, please contact us first so we can review and respond to the issue.

When contacting us, please provide:

  • your name;

  • email address;

  • order number, if relevant;

  • a clear description of your concern;

  • what you would like us to review;

  • any relevant supporting information.

We will consider privacy complaints carefully and respond in accordance with applicable law.

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office, the UK supervisory authority for data protection matters.

25. Contacting The Information Commissioner’s Office

The Information Commissioner’s Office is the UK’s independent authority responsible for upholding information rights.

You may contact the ICO if you believe your personal information has not been handled properly or if you are dissatisfied with our response to a privacy concern.

We encourage customers to contact us first so we have an opportunity to address the matter directly.

26. External Links

Our website may contain links to third-party websites, tools or resources. These links may be provided for convenience, payment, delivery, support, social media, product information or other related purposes.

We are not responsible for the privacy practices, content, security or accuracy of third-party websites that we do not control.

When you leave our website, you should read the privacy policy and terms of any third-party website you visit.

27. Changes To This Policy

We may update this Privacy & Data Protection Policy from time to time to reflect changes in our business, website, products, service providers, legal requirements, technology or privacy practices.

When we update this Policy, we will publish the revised version on our website and update the “Last Updated” date.

Where required by law, we may provide additional notice or request renewed consent.

Customers should review this Policy periodically, especially before placing an order or submitting personal information.

28. Customer Responsibilities

Customers also play an important role in protecting personal information.

You should:

  • provide accurate order and contact information;

  • keep account details secure;

  • use a strong password where accounts are available;

  • avoid sharing login details;

  • check that delivery information is correct before ordering;

  • avoid sending sensitive information through insecure channels;

  • contact us promptly if account activity appears suspicious;

  • keep your own device and browser secure.

We are not responsible for privacy issues caused by inaccurate information provided by you, unauthorised access to your own email account, shared passwords, insecure devices or communications sent through channels outside our control.

29. Plain-English Summary

We collect personal information so we can operate our online pet store, process orders, arrange delivery, provide customer support, manage returns, improve our website, prevent fraud, comply with legal duties and, where permitted, send marketing communications.

We do not sell your personal information.

We only share information where needed with trusted service providers such as payment processors, delivery partners, website technology providers, customer support tools, fraud prevention services and professional advisers.

You have rights over your personal information, including rights to access, correct, delete, restrict or object to certain processing, depending on the circumstances.

You can unsubscribe from marketing emails at any time.

We take reasonable steps to protect your personal information and keep it only for as long as needed.

For questions about this Policy or to exercise your data protection rights, please contact us using the contact details provided on our website.

Online Shopping, Customer Care & Pet Product Information

At Rowan Vale, we operate as an independent online pet store, providing customers with a carefully selected range of pet products for everyday care, comfort, grooming, hygiene, walking, feeding, play, home organisation and practical pet routines.

This page explains how our online store works, how orders are placed, how payments and delivery are handled, how cancellations and returns are managed, how we approach pet product suitability and safety, and what customers should know before purchasing from us.

We have prepared this information to make your shopping experience clear, transparent and reassuring. Please read this page carefully before placing an order, especially if you are buying a product for a pet with specific size, behaviour, coat, comfort, mobility, chewing, grooming or sensitivity needs.

Nothing on this page affects your statutory rights.

1. About Rowan Vale

Rowan Vale is an online pet store created for pet owners who want useful, practical and well-presented products for everyday animal care. Our focus is on helping customers choose pet essentials that fit naturally into real home routines, whether that means grooming a shedding coat, improving walking comfort, organising pet care items, refreshing a resting area or making daily care feel easier and more manageable.

We aim to provide clear product information, a secure online shopping experience, straightforward customer support and practical guidance so customers can make informed purchasing decisions.

Our store is operated digitally. Orders are placed through our website, communications are handled through our customer support channels, and order updates are provided electronically where available.

2. What We Sell

We sell pet products intended for everyday use by pet owners. These may include, depending on availability:

  • grooming tools;
  • coat care products;
  • pet hygiene accessories;
  • walking accessories;
  • feeding accessories;
  • comfort and rest items;
  • toys and enrichment products;
  • home care and organisation items;
  • practical daily pet essentials;
  • dog care products;
  • cat care products;
  • selected items for other household pets where clearly stated.

Each product page is intended to describe the product, its main use, relevant features, available sizes, materials where provided, suitability information and any important care or usage guidance.

Customers should always read the full product page before purchasing. Product suitability can vary depending on the animal’s size, breed, weight, coat type, behaviour, strength, chewing habits, sensitivity, age and daily routine.

3. Product Information And Customer Responsibility

We make reasonable efforts to present product information clearly and accurately. This may include product descriptions, photographs, size information, material details, intended use, care guidance and practical benefits.

However, customers are responsible for checking that a product is suitable for their pet before placing an order. This is especially important for products such as collars, harnesses, grooming tools, bowls, beds, carriers, toys, clothing, feeding accessories and any item that may come into direct contact with a pet.

Before purchasing, customers should consider:

  • the pet’s size and weight;
  • the pet’s breed or body shape;
  • the pet’s coat type and grooming needs;
  • the pet’s age and strength;
  • whether the pet chews, scratches or damages items;
  • whether the pet is anxious, sensitive or reactive;
  • whether the product needs supervision during use;
  • whether the product is suitable for the pet’s normal behaviour;
  • whether measurements have been checked carefully;
  • whether the product is intended for dogs, cats or another pet type.

If a product is not suitable for a particular pet, it should not be used. If a product becomes damaged, worn, loose, sharp, broken, unsafe or unsuitable, it should be removed from use immediately.

4. Product Images, Colours And Measurements

Product images are provided to help customers understand the appearance, function and general presentation of an item. Images may include lifestyle scenes, product close-ups, example use cases or visual demonstrations.

Colours may appear slightly different depending on screen brightness, device settings, lighting conditions, photography and display quality. While we aim to present colours as accurately as reasonably possible, small variations may occur.

Measurements are provided where available. Customers should review measurements carefully before ordering. For pet products, even small differences in size can affect suitability, comfort and safe use.

Where a size chart, dimension guide or measurement information is provided, customers should use it before purchasing. If a product is intended to fit around a pet’s body, neck, chest, paws, sleeping area or feeding space, customers should compare the listed measurements with their pet’s actual measurements or with a similar item they already own.

5. Pet Product Safety

Pet products should always be used responsibly and in accordance with their intended purpose.

Customers should supervise pets when introducing any new item, especially toys, grooming tools, feeding accessories, collars, harnesses, beds, blankets, clothing, chews, interactive products, items with small parts or any product a pet may bite, pull, scratch or damage.

No pet product should be treated as indestructible unless this is expressly stated and supported by the product information. Pets vary greatly in chewing strength, play style, behaviour and persistence. A product that is suitable for one pet may not be suitable for another.

Customers should regularly inspect pet products for signs of damage, including:

  • loose parts;
  • cracks;
  • broken edges;
  • exposed wires or sharp sections;
  • torn fabric;
  • damaged stitching;
  • weakened clips or fastenings;
  • parts that may detach;
  • excessive wear;
  • contamination or hygiene issues.

If any product becomes unsafe or unsuitable, customers should stop using it immediately.

Products should be kept away from children unless the product is specifically intended for child involvement and used under appropriate adult supervision. Pet products are designed for animal care and should not be used as children’s toys.

6. Grooming Product Guidance

Grooming products are intended to support regular pet care at home. They do not replace professional grooming, veterinary care or specialist advice.

When using grooming tools, customers should:

  • introduce the tool gradually;
  • allow the pet to smell and inspect it first;
  • use gentle pressure;
  • avoid pulling through tight knots;
  • work slowly and calmly;
  • stop if the pet shows signs of discomfort;
  • avoid irritated, injured or sensitive skin;
  • take care around the ears, belly, legs, paws and tail;
  • seek professional help for severe matting or discomfort.

A grooming tool may help with everyday maintenance, loose hair, light tangles or coat tidying, depending on the product type. It should not be used to diagnose, treat, cure or prevent any medical condition.

If a pet has skin irritation, wounds, unexplained hair loss, persistent scratching, discomfort, pain, swelling, infection, heavy matting or any unusual reaction, customers should seek advice from a qualified veterinary professional or professional groomer before continuing.

7. Pet Toys And Enrichment Products

Toys and enrichment products can help pets stay active, occupied and mentally engaged, but they must be chosen carefully.

Customers should select toys based on:

  • the pet’s size;
  • chewing strength;
  • play behaviour;
  • age;
  • supervision needs;
  • whether the pet tends to swallow small parts;
  • whether the item is suitable for indoor or outdoor use;
  • whether the toy remains safe after repeated use.

Customers should supervise play where appropriate and remove any toy that becomes damaged or unsafe. Torn, cracked, broken or heavily chewed toys may create a risk if a pet continues to use them.

No toy is suitable for every pet. Strong chewers, puppies, large breeds, anxious pets or pets that destroy toys quickly may require more careful product selection and closer supervision.

8. Beds, Blankets And Comfort Products

Comfort products such as beds, mats, cushions and blankets should be selected according to the pet’s size, sleeping style, movement needs and chewing behaviour.

Customers should check dimensions before purchasing. A bed or comfort item should allow the pet to rest comfortably without being too small, unstable or unsuitable for the animal’s normal sleeping position.

Comfort products should be kept clean and inspected regularly. If a pet chews or tears bedding, customers should remove the product if loose filling, torn fabric or damaged seams create a potential hazard.

Where washing or care instructions are provided, customers should follow them to help maintain the product’s condition.

9. Collars, Harnesses, Leads And Walking Accessories

Walking accessories must be chosen and fitted carefully. A collar, harness or lead that is too loose, too tight, too weak or unsuitable for the pet’s size and strength may be uncomfortable or unsafe.

Customers should measure their pet before ordering and check any size guidance provided on the product page.

Before use, customers should inspect:

  • clips;
  • buckles;
  • stitching;
  • adjustment points;
  • lead attachments;
  • rings;
  • straps;
  • fabric condition;
  • signs of wear or weakness.

Walking accessories should be used responsibly and checked regularly. If an item becomes damaged, stretched, frayed, loose or unreliable, it should be replaced.

Customers remain responsible for ensuring that walking accessories are suitable for their pet’s strength, temperament and environment.

10. Feeding And Drinking Accessories

Feeding and drinking accessories should be selected according to the pet’s size, feeding habits and hygiene needs.

Customers should clean bowls, mats, bottles, dispensers and related products regularly. Food and water contact items should be kept hygienic and inspected for cracks, chips, damage or contamination.

If a product has removable parts, customers should ensure those parts are fitted correctly and cleaned as needed. If an item becomes damaged or difficult to clean safely, it should no longer be used.

11. Placing An Order

To place an order, customers should select the product they wish to purchase, choose any available size, colour, quantity or variation, add the item to the basket and proceed to checkout.

Before completing an order, customers should carefully check:

  • product name;
  • selected size;
  • selected colour;
  • selected quantity;
  • delivery address;
  • billing details;
  • email address;
  • telephone number where required;
  • delivery method where available;
  • total price;
  • any delivery charges;
  • any applicable taxes or charges shown at checkout.

Customers should correct any errors before submitting the order. Once an order has been placed, changes may not always be possible.

12. Order Confirmation

After an order is placed, the customer should receive an order confirmation by email. This confirmation is intended to acknowledge that the order has been received and to provide the key details of the purchase.

Customers should ensure that the email address entered at checkout is correct. If an order confirmation is not received, customers should check their junk or spam folder.

An order confirmation does not necessarily mean that every item is available or that an order cannot be cancelled by us in permitted circumstances. We may contact the customer if there is an issue with payment, stock, product information, delivery address, suspected fraud, pricing error or any other matter affecting the order.

13. Pricing And Payment

Prices are shown on the website and should be checked before checkout. The total order cost, including product price and any applicable delivery charge, will be displayed before the customer confirms the purchase.

Customers must provide accurate payment information and confirm that they are authorised to use the selected payment method.

Payments are processed through secure payment systems. Customers should never send card details, bank details or sensitive payment information by email, social media message or any other insecure channel.

An order may not be processed if payment is declined, incomplete, flagged for review or otherwise unsuccessful.

We reserve the right to cancel or refuse an order where there is a clear pricing error, payment issue, suspected fraud, product unavailability, incorrect customer information or a legal or operational reason preventing fulfilment.

14. Delivery Information

Delivery information will be provided during the order process or within order updates where applicable. Delivery times may vary depending on the product, delivery location, order processing time, courier availability, public holidays, seasonal demand, weather disruption, address accuracy and other operational factors.

Customers are responsible for providing a complete and accurate delivery address. This includes house number, flat number, building name, street name, town or city, postcode and any relevant delivery instructions.

If an incorrect or incomplete address is provided, delivery may be delayed, fail or be returned. We may not be responsible for delays or failed delivery caused by incorrect customer information.

Where tracking is available, tracking information may be provided by email. Tracking updates may take time to appear after dispatch.

15. Delivery Delays

While we aim to provide a reliable delivery experience, delays can sometimes occur. Delivery may be affected by factors outside our direct control, including courier disruption, incorrect addresses, local delivery issues, high seasonal demand, severe weather, customs processes where applicable, public holidays or other operational delays.

If an order has not arrived within the expected delivery period, customers should first check:

  • tracking information;
  • order confirmation details;
  • delivery address;
  • email updates;
  • safe places around the property;
  • local delivery notifications;
  • whether another household member accepted the parcel.

If further support is needed, customers should contact us with their order number and the email address used at checkout.

16. Risk And Responsibility For Goods

Responsibility for goods generally passes to the customer when the goods are delivered to the address provided by the customer, or to a person identified by the customer to receive them, subject to applicable law.

Customers should inspect goods after delivery and contact us promptly if an item appears damaged, incorrect, incomplete or not as described.

If a parcel appears visibly damaged on arrival, customers should take photographs of the packaging and item before disposing of any packaging materials.

17. Order Changes

If a customer needs to change an order after placing it, they should contact us as soon as possible.

We may be able to assist if the order has not yet been processed, prepared or dispatched. However, once processing has started, it may not be possible to change the product, size, colour, quantity or delivery address.

Customers should check all order information carefully before completing checkout.

18. Order Cancellation Before Dispatch

Customers may contact us to request cancellation before dispatch. If the order has not yet been processed or dispatched, we will try to cancel it.

If the order has already been dispatched, the customer may need to use the returns process after receiving the item, subject to the cancellation and returns rules explained below.

Nothing in this section removes or reduces any statutory cancellation rights that apply to online purchases.

19. Statutory Cancellation Rights For Online Purchases

For many online purchases, customers have a legal right to cancel the contract within 14 days after receiving the goods, without giving a reason.

Where this right applies, the cancellation period normally starts after the goods are delivered. If an order is delivered in multiple parts, the cancellation period may depend on when the final item is received.

To cancel an order under these rights, customers should contact us clearly stating that they wish to cancel. Customers should include their order number, name, email address and the item they wish to cancel.

Once a customer has informed us that they wish to cancel, they normally have a further 14 days to return the goods.

Customers should return goods in a clean, unused and complete condition, with original packaging where reasonably possible.

20. Exceptions To Cancellation Rights

Some products may not be suitable for cancellation or return in certain circumstances, depending on the nature of the product and applicable law.

This may include, for example:

  • sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery;
  • personalised or customised items;
  • items that have been used, damaged or handled beyond what is necessary to inspect them;
  • products that cannot be returned safely or hygienically after contact with a pet;
  • items expressly excluded by law.

Pet products may raise hygiene and safety considerations, especially where they have been used by, worn by, chewed by, slept on by, groomed through, fed from or otherwise handled by an animal.

This does not affect the customer’s rights where goods are faulty, damaged, incorrectly supplied or not as described.

21. Returning Goods After Cancellation

Where a customer cancels an order and is required to return goods, the goods should be sent back within the required return period.

Customers are responsible for taking reasonable care of goods while they are in their possession. Items should be packaged securely for return.

Unless otherwise stated or required by law, customers may be responsible for the cost of returning unwanted items. If a return is due to our error, a damaged item, an incorrect item or a confirmed product fault, different return arrangements may apply.

Customers should keep proof of postage or tracking information when returning goods. We may ask for evidence of return before processing a refund.

22. Refunds After Cancellation

Where a cancellation is valid and the returned goods are received in accordance with the applicable return requirements, we will process the refund using the original payment method where possible.

Refunds may be reduced where goods have been handled beyond what is necessary to inspect their nature, characteristics and function, and that handling has caused a loss in value.

For example, a pet product that has been used by an animal, damaged, soiled, chewed, washed, altered, assembled incorrectly or returned incomplete may not be eligible for a full refund unless the issue relates to a fault or statutory right.

Refund timing may also depend on the payment provider or bank after the refund has been processed.

23. Faulty, Damaged, Incorrect Or Not As Described Items

Customers should contact us promptly if an item arrives faulty, damaged, incorrect, incomplete or materially different from the product description.

To help us assess the issue, customers should provide:

  • order number;
  • email address used at checkout;
  • product name;
  • clear description of the problem;
  • photographs of the item;
  • photographs of packaging where relevant;
  • photographs of labels or any visible damage.

Where goods are faulty, damaged, incorrectly supplied or not as described, customers may have legal rights to a repair, replacement, refund or other remedy depending on the circumstances.

Customers should not continue using an item if they believe it is unsafe or faulty.

24. Consumer Rights

Customers buying goods online in the United Kingdom have statutory rights. Goods should be as described, of satisfactory quality and fit for their usual purpose or any particular purpose made known before purchase where applicable.

These rights apply in addition to our store policies and cannot be removed by our terms.

If a product is faulty, damaged, not as described or unsuitable because of a breach of statutory rights, the customer should contact us so the matter can be reviewed.

This page does not limit the rights customers may have under applicable consumer protection law.

25. Hygiene-Sensitive Pet Products

Because pet products may come into contact with animals, fur, saliva, skin, food, water, waste, outdoor surfaces or household dirt, hygiene is an important part of our returns process.

Customers should not return used pet items unless they have contacted us first and the return has been approved or the item is being returned because of a fault, incorrect supply or other statutory issue.

Examples of hygiene-sensitive products may include:

  • grooming tools that have been used on a pet;
  • beds, blankets or soft items used by an animal;
  • feeding accessories after food or water contact;
  • toys that have been chewed or played with;
  • collars, harnesses or clothing worn by a pet;
  • hygiene, cleaning or waste-related products after opening or use.

This does not remove statutory rights for faulty, damaged, incorrect or misdescribed goods.

26. Product Care

Customers should follow any care instructions provided with the product or on the product page.

General care may include:

  • keeping products clean and dry where appropriate;
  • checking for damage before and after use;
  • avoiding unsuitable cleaning products;
  • storing items safely when not in use;
  • keeping small parts away from pets that may swallow them;
  • replacing items that show signs of wear;
  • using products only for their intended purpose.

Failure to follow care instructions may affect product condition, safety and return eligibility.

27. Customer Support

Customers can contact us using the contact details provided on our website.

For order-related support, customers should include:

  • order number;
  • full name;
  • email address used at checkout;
  • product name;
  • delivery postcode;
  • clear explanation of the issue;
  • photographs where relevant.

Clear information helps us respond more efficiently and reduces delays.

We aim to handle customer enquiries fairly, carefully and in a commercially reasonable manner.

28. Complaints

If a customer is unhappy with their order or experience, they should contact us so we can review the matter.

A complaint should include:

  • order number;
  • customer name;
  • email address used for the order;
  • a clear description of the issue;
  • what outcome the customer is requesting;
  • supporting photographs or evidence where relevant.

We will consider the information provided and respond as appropriate. Some issues may require investigation, courier checks, product checks, payment review or additional customer information.

29. Availability And Stock

Products shown on the website are subject to availability. In rare cases, a product may become unavailable after an order has been placed.

If this happens, we may contact the customer to offer an appropriate solution, which may include cancellation, refund, alternative options where available or further information.

We reserve the right to withdraw, update, replace or discontinue products at any time.

30. Accuracy Of Website Information

We aim to keep website information clear, accurate and up to date. However, errors may occasionally occur, including pricing errors, typographical errors, image errors, stock errors, description errors or technical issues.

Where an obvious error affects an order, we may contact the customer to correct the issue, cancel the affected order, refund the payment or offer another appropriate resolution.

Customers should read product pages carefully and contact us before purchasing if they are unsure about a product’s suitability.

31. Promotions, Offers And Discount Codes

Promotions, offers and discount codes may be subject to conditions, expiry dates, availability and product exclusions.

Unless stated otherwise:

  • discount codes cannot usually be applied after an order has been placed;
  • offers may not be combined;
  • promotions may be withdrawn or changed;
  • sale items may be limited in availability;
  • delivery charges may still apply;
  • some products may be excluded.

Any promotional terms should be read before checkout.

We do not use false urgency or artificial scarcity. Where an offer is time-limited or stock-limited, this should be based on the actual terms of that offer.

32. Accounts And Customer Information

Customers may be able to create an account or provide information during checkout. Customers are responsible for keeping account login details secure.

Customers should not share passwords or account access details with others. If a customer believes their account has been accessed without permission, they should contact us promptly.

Customers are responsible for ensuring that personal information provided to us is accurate and up to date, including delivery address, contact details and email address.

33. Personal Information And Privacy

We collect and use personal information only as needed to operate the store, process orders, communicate with customers, manage delivery, provide customer support, improve the website, prevent fraud, comply with legal obligations and, where permitted, send marketing communications.

Personal information may include:

  • name;
  • email address;
  • phone number;
  • billing address;
  • delivery address;
  • order details;
  • payment confirmation details;
  • customer support communications;
  • account details where applicable;
  • device, browser or website usage information where collected;
  • marketing preferences where applicable.

Payment card information is handled through secure payment processing systems. Customers should not send payment card details by email or other insecure channels.

Customers may have rights in relation to their personal data, including rights to access, correct, delete, restrict, object to certain processing or request portability, depending on the circumstances and applicable law.

Customers may also opt out of marketing emails using the unsubscribe option provided in those communications. Transactional messages relating to orders, accounts or customer service may still be sent where necessary.

For full details, customers should read our Privacy Policy.

34. Cookies And Website Technologies

Our website may use cookies and similar technologies to support essential website functions, improve performance, remember preferences, understand website usage, support security, manage baskets, assist checkout and, where applicable, support marketing or analytics.

Customers may be able to manage cookie choices through browser settings or cookie tools provided on the website.

Some cookies are necessary for the website to function correctly. Disabling certain cookies may affect basket, checkout, account or website functionality.

For more information, customers should read our Cookie Policy or Privacy Policy where available.

35. Marketing Communications

Where permitted, we may send marketing communications about products, offers, pet care content or store updates.

Customers can unsubscribe from marketing emails at any time using the unsubscribe link included in the email.

Unsubscribing from marketing does not prevent us from sending important non-marketing messages, such as order confirmations, delivery updates, customer service replies, account notices or legal notices.

We aim for marketing to be clear, relevant and not misleading.

36. Fraud Prevention And Security

We may use security checks to help protect customers, the website and our business from fraud, misuse, unauthorised access, payment abuse or suspicious activity.

Orders may be reviewed, delayed or cancelled if there are signs of fraud, incorrect information, payment irregularities, unusual activity or security concerns.

Customers should ensure that payment details, billing information and delivery information are accurate and authorised.

37. Third-Party Services

We may use trusted third-party service providers to help operate our online store. These may include payment processors, delivery partners, technology providers, analytics providers, customer support tools, email service providers, fraud prevention services and other operational partners.

These third parties may process information only where necessary for the relevant service, subject to appropriate legal, security and contractual requirements.

Customers should be aware that delivery services, payment providers and other operational partners may also have their own terms, privacy notices or procedures.

38. External Links

Our website may include links to third-party websites, resources or platforms. These links are provided for convenience or additional information.

We are not responsible for the content, accuracy, privacy practices, security or availability of third-party websites that we do not control.

Customers should review the terms and privacy policies of any third-party website they choose to visit.

39. Responsible Pet Ownership

Our products are intended to support responsible pet care, but product information on our website is not veterinary advice, behavioural advice, training advice or a substitute for professional guidance.

Customers should seek qualified advice if their pet has:

  • illness;
  • injury;
  • pain;
  • skin irritation;
  • allergic reaction;
  • unusual behaviour;
  • severe anxiety;
  • aggression;
  • mobility issues;
  • eating or drinking changes;
  • persistent scratching;
  • heavy matting;
  • unexplained coat loss;
  • suspected product sensitivity.

Pet owners remain responsible for choosing products appropriately, supervising use where necessary and stopping use if a product appears unsuitable.

40. Limitation Of Use

Products purchased from Rowan Vale should be used only for their intended purpose and in accordance with any product instructions, warnings or guidance provided.

Customers should not modify products, use them in unsafe ways, use them for animals they are not suitable for, or continue use after damage or signs of unsuitability.

Misuse, neglect, improper cleaning, failure to supervise, incorrect sizing, unsuitable selection or continued use of a damaged product may affect safety, performance and return eligibility.

Nothing in this section limits liability where it cannot legally be limited.

41. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by events outside our reasonable control. These may include courier disruption, severe weather, strikes, transport delays, supplier disruption, technical failures, power outages, internet disruption, public emergencies, customs delays where applicable, changes in law, payment provider issues or other events beyond our reasonable control.

Where such events affect an order, we will take reasonable steps to update the customer and manage the issue fairly.

42. Changes To This Information

We may update this page from time to time to reflect changes in our products, website operations, customer service processes, legal requirements or business practices.

The latest version will apply from the date it is published on the website.

Customers should review this page periodically, especially before placing an order.

43. Contact Information

Customers should contact us using the contact details provided on our website.

For faster support, please include your order number, email address used at checkout and a clear explanation of your enquiry.

We aim to provide clear, practical and respectful customer service, helping pet owners shop with confidence and choose products that make everyday pet care simpler, cleaner and more considered.

44. Final Customer Notice

By using our website and placing an order, customers confirm that they have had the opportunity to review the relevant product information, price, delivery information, cancellation information, returns information and any applicable terms before completing the purchase.

Customers should only purchase products that they reasonably believe are suitable for their pet, home and intended use.

Nothing in this page excludes or limits any legal rights that cannot be excluded or limited under applicable law.

 

This Privacy Policy (the "Policy") outlines the commitment of Rowan Vale ("we", "us", or "our") to the safeguarding of personal data and the privacy of our website visitors and customers ("you"). As an independent UK-based digital retailer, we operate as a Data Controller under the UK General Data Protection Regulation (UK GDPR).

This document provides a comprehensive explanation of how we collect, process, store, and protect your information when you interact with our proprietary digital platform. By using our services, you acknowledge the processing of your data as described herein.

1. Legal Framework and Compliance

Our data processing activities are governed by the following UK legislative frameworks:

  • The UK General Data Protection Regulation (UK GDPR): Ensuring that personal data is processed lawfully, fairly, and transparently.
  • The Data Protection Act 2018 (DPA 2018): Supplementing the UK GDPR within the United Kingdom.
  • Privacy and Electronic Communications Regulations (PECR): Governing the use of cookies and electronic marketing communications.
  • Consumer Rights Act 2015: Governing the overarching relationship between our digital store and our customers.

2. Personal Data We Collect

In the course of operating our independent digital store, we collect several categories of personal information:

A. Identity and Contact Data

Upon the placement of an order or the creation of a secure account, we collect your full name, billing address, delivery address, email address, and telephone number. This information is essential for contract fulfilment.

B. Financial and Transaction Data

While we do not store full credit or debit card numbers on our internal servers, we collect transaction history, including details of products purchased and the dates of transactions. Payments are handled via secure, encrypted third-party gateways to ensure the highest level of PCI-DSS compliance.

C. Technical and Usage Data

When you navigate our digital platform, we automatically collect data regarding your IP address, browser type and version, time zone setting, operating system, and details of how you interact with our website. This is processed to maintain the security and technical integrity of our systems.

3. Lawful Bases for Processing

Under Article 6 of the UK GDPR, we only process your data when a valid legal basis exists:

  1. Contractual Necessity: Processing is required to fulfil your order, handle deliveries, and manage returns.
  2. Consent: We process data for marketing purposes only when you have provided an explicit "opt-in."
  3. Legal Obligation: We may process data to comply with HMRC tax regulations or statutory consumer protection laws.
  4. Legitimate Interests: We process data to improve our services, prevent fraudulent activity, and ensure the technical security of our independent platform, provided these interests do not override your fundamental rights.

4. Data Sharing and International Transfers

We do not sell, rent, or trade your personal data to third parties for marketing purposes. Data sharing is strictly limited to essential service partners:

  • Courier and Logistics Partners: To facilitate the physical delivery of pet care products.
  • Secure Payment Providers: To process financial transactions safely.
  • Professional Advisers: Including legal, insurance, and accounting professionals where necessary for business compliance.

All third-party partners are contractually bound to process your data in accordance with UK law. If data is transferred outside the UK, we ensure "adequacy regulations" are in place or implement "Standard Contractual Clauses" (SCCs) to maintain a equivalent level of protection. wsgr.com

5. Security and Data Retention

We have implemented stringent technical and organisational security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way. This includes end-to-end encryption (SSL/TLS) for all data transmissions.

We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including for the purposes of satisfying any legal, accounting, or reporting requirements (typically six years for tax and contract records under UK law).

6. Cookies and Tracking Technologies

In accordance with PECR, our website uses cookies to enhance your browsing experience. This includes:

  • Essential Cookies: Required for the operation of the shopping basket and secure checkout.
  • Performance Cookies: To help us understand how visitors use our independent site.
  • Marketing Cookies: Used only with your explicit consent to provide relevant updates.

You may manage your cookie preferences at any time via your browser settings. termly.io

7. Your Statutory Rights

Under the UK GDPR, you possess the following rights regarding your personal data:

  • Right of Access: The right to request a copy of the personal data we hold about you (Subject Access Request).
  • Right to Rectification: The right to request the correction of inaccurate or incomplete data.
  • Right to Erasure: The right to request the deletion of your data (the "right to be forgotten"), subject to legal retention obligations.
  • Right to Restrict Processing: The right to request that we limit how we use your data.
  • Right to Data Portability: The right to have your data transferred to another service provider in a structured, machine-readable format.
  • Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time.

To exercise any of these rights, please contact our Data Protection Lead via the contact details provided on our website.

8. Children’s Privacy

Our services are directed toward adults. We do not intentionally collect data from children. Following the UK’s "Age Appropriate Design Code," we take measures to ensure our platform is safe and that we do not unknowingly process the data of minors without parental consent. wsgr.com

9. Contact and Supervisory Authority

If you have any questions regarding this Policy or our privacy practices, please contact us directly. Our customer support team is trained to handle privacy enquiries with the utmost priority.

If you believe we have not handled your data correctly, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority established to uphold information rights