We are committed to protecting the personal information that you provide as we appreciate how important data protection is. As you have placed your trust in us when providing your information, it is essential that we are transparent with you about how it’s handled.
For services under this website, the data controller (the company responsible for protecting your privacy) is The Vet Superstore Ltd.
How we use your information
We only collect what is necessary in order for us to provide you with the best possible service. The tables below set out what information is collected, our purpose and our lawful basis (why we need to) in line with data protection legislation.
Your personal details, such as your name, date of birth, address, email address and phone number.
| What we do and why | Our Lawful Basis |
| Identify who you are when you contact us as it helps us protect you and us from fraudsters. | Legally we are required to do so and it’s also in our legitimate interest. |
| Deliver the products you’ve purchased. We can’t send them out if we don’t know where to deliver to! | This is part of our contract with you. |
| Send account and service updates such as changes to our Terms and Conditions | Legally and contractually we are required to do so. We also want to keep you in the loop! |
| Send order and prescription updates via email and/or text, so you are kept up to date and know when your order is arriving. | This is part of our contract with you and in both parties’ legitimate interests. It also means you and your pet can get excited for your Animed delivery! |
| Send you information about our products and services. We want to keep you up to speed with new products, items we think you and your pet will be interested in and the exciting things we’re doing. Find out more in our ‘Marketing’ section below. | By e-mail: This is based on your consent, so it entirely up to you. By post: This is based on legitimate interests. |
Please remember to let us know if any of the above information changes as soon as possible, so that we have up to date records.
Your payment information
This would be your chosen payment method, for example if you were to pay by card, PayPal, Google Pay or Apple Pay. Don’t worry, we don’t process card details, these are done via GlobalPay. PayPal, Google Pay and Apple Pay facilitate payment in the same way; your card details are not stored on our system.
| What we do and why | Our lawful basis |
| Take payments and provide refunds for the products you’ve purchased. | This is part of our contract with you. |
| Keeping a record of financial transactions so we know what you’ve paid for. | This is a legal requirement. |
Purchase history and scheduled orders
Products you’ve purchased from us, where you want to be notified when an item is back in stock and when you set up scheduled orders from us.
| What we do and why | Our lawful basis |
| Help you keep track of when a product you want is available. | This is entirely up to you whether you request back in stock notifications and as such, is therefore based on consent. |
| Handle returns in accordance with our Terms and Conditions. We need to know what you’ve bought in the past and when so we can process the return. | This is part of our contract with you. |
| Process any scheduled orders you make to ensure we send the correct product, at the correct time. | This is part of our contractual commitments to you and in our legitimate interest to ensure we are providing an efficient service. |
Your survey responses, feedback and competition entries
Things you’ve said, whether that be via email, the Contact Us page on our Help Centre or our customer helpline. Calls made to our customer support team are recorded.
| What we do and why | Our lawful basis |
| We occasionally ask for your feedback about our products and overall service. We want to make sure you, and your pet, are enjoying our products and we use this information to improve our service. | It’s entirely up to you if you choose to provide feedback. It is our legitimate interest in asking for feedback in order to improve our products and services. |
| Manage the competitions that you choose to enter and send prizes to the winners. | By entering into the competitions we offer, you are consenting for your data to be processed in relation to the management of said competition. |
You don’t have to provide all of this information, it’s your choice and we respect that, but if you don’t, then we may be unable to provide you with the optimal customer experience.
Personal information is also used for things like testing out IT systems, research, data analysis, improving our site and developing new products and services. Don’t worry though, all personal data is anonymised and aggregated so you aren’t identifiable.
Preventing and detecting fraud
We are legally and contractually required to use any of the information above for the purposes of preventing and detecting fraud, against either you or us. Whilst it’s an unfortunate part of our service it is essential that we protect you and ourselves from fraud.
Sharing your information
We want you to know that we do not, and will not, sell any of your information to a third party. This is of the utmost importance to us in earning and maintaining your trust. However, in order for us to provide our services to you, we do share your personal data with the following categories of companies:
- Delivery providers, so that we can get your purchases to you.
- The prescribing practice, so we can confirm the validity of any prescriptions.
- Product suppliers, so that they can fulfil your order as some goods are provided directly by the supplier on our behalf.
- Banks and payment service providers, so that we can deal with payments and refunds where necessary. Third party payment providers such as PayPal, Google Pay and Apple Pay, if you choose to use their service.
- Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud and assist with any investigations.
- We also partner with Trustpilot to collect impartial product and service reviews from customers who make an order via our website. Trustpilot may contact you via email on our behalf in order to give you an opportunity to review your purchase and your shopping experience with us. Trustpilot will not use your personal information for any purpose other than to invite you to write a review and will handle your information securely. If you do not wish to receive further emails from Trustpilot please click on the unsubscribe link at the bottom of the email. If you’d like to know more about how Trustpilot process your data, you can view their privacy policy here.
- For further information on the companies that we share personal information with, please contact us on the details below.
Marketing communications
We’ll send you marketing messages to keep you updated on the latest products, services and special promotions but only if you’ve said we can. If you no longer wish to receive them then you can unsubscribe via the following methods:
- Click the ‘unsubscribe’ link at the bottom of any marketing email communication that we send you.
- Email our customer support team at contact@thevetsuperstore.co.uk and ask to be removed from our mailing list. Changing your preferences within ‘My Account’
- If you’ve asked us to stop sending you any kind of marketing, please be patient, as we will need to update our systems to process this. You may continue to receive messages from us during this time. If you decide to opt-out of marketing messages, we will continue to send ‘service communications’ such as order confirmations, delivery updates or where you ask to be notified when a product is back in stock.
Where your data is stored
We can offer you the best products for you and your pet because we use a number of suppliers located all over the world. Some of these locations will not offer the same level of protection for your personal data than the UK or Europe. Your privacy is of the utmost importance to us so if we do need to transfer your information to one of these countries, we have taken steps to ensure your data and rights are protected using methods approved within Data Protection laws such as contractual requirements. If you would like further information about the locations your personal data may have been transferred to, or how we protect information to specific locations then please contact us via the details below.
How long we keep your information
We will keep your data for as long as we need to in order to fulfil the purposes we have set out in this Privacy Notice. If you cease to be our customer, we will still need to keep some of your data to meet our legal and regulatory obligations, resolve disputes, prevent fraud and abuse and to enforce our Terms & Conditions. We will only keep what is necessary for these purposes.
Your rights
You have a number of rights relating to your personal information, which are as follows:
- The right to be informed about how your personal information is used, a lot of which is within this policy.
- The right to access personal information we hold about you.
- The right to rectify personal information we hold about you if it is inaccurate or incomplete. You can update your personal information via ‘My Account’.
- The right to request that we delete your data, stop processing it or collecting it in some circumstances.
- The right to stop marketing messages, further information of which is above in the ‘Marketing’ section.
- The right to portability where we would port or transfer elements of your personal information to you or another service provider.
If you wish to exercise any of these rights, or have any questions please contact us via the contact details at the end of this policy.
Changes to this policy
We are consistently reviewing this policy to ensure you are kept up to date on how we are protecting your personal information. If we make significant changes, we will make that clear on The Vet Superstore website or via email if necessary, so that you are able to review the changes
This policy was last updated on 07/11/2025.
How to contact us:
Customer feedback is essential in ensuring that we provide the best possible service to you. If you have any questions about this policy, want us to stop using your information or exercise any of your rights then please don’t hesitate to contact us via contact@thevetsuperstore.co.uk
Your right to complain
If you have any concerns about our use of your Personal Information, you can make a complaint to us via the contact details above.