Privacy Policy
Wilson’s Pet Supplies is committed to protecting your personal data and respecting your privacy. This Privacy Policy explains what information we collect, how we use it, how we keep it safe, and the rights you have under UK data-protection law. This policy applies to our website, our online shop, customer accounts, email communications and any interaction you have with our services.
Who We Are
Wilson’s Pet Supplies
28 Grange Road, Tadcaster, North Yorkshire, Ls24 8al
Email: info@wilsonpetsupplies.co.uk
Phone: 07513 1 67698
For all data matters, we act as the Data Controller. This means we decide how and why your personal
information is used.
The Law We Follow
We process personal data in line with:
• UK GDPR
• Data Protection Act 2018
• Privacy and Electronic Communications Regulations (PECR)
• ICO guidance on data protection and electronic marketing
You have legal rights over your information, which we explain later in this policy.
Information We Collect
We collect personal data in the following ways:
Information You Provide Directly
When you create an account, place an order, sign up for emails, contact us or submit a form, you may
give us:
• Name
• Email address
• Phone number
• Billing address
• Delivery address
• Payment details (processed securely by our payment partners)
• Order history
• Any information you submit through contact forms or customer support
Information Collected Automatically
When you use our website, we may collect:
• IP address
• Device information
• Browser type
• Pages visited
• Time spent on site
• Cookies and similar tracking data
Information from Third Parties
These include:
• Payment processors
• Delivery couriers
• Marketing platforms
• Analytics services
We only receive the information needed to complete your orders and improve your experience.
How We Use Your Information
We use your personal data to:
Fulfil Orders
• Process payments
• Deliver goods
• Send order confirmations, dispatch updates and receipts
• Handle returns, refunds and customer support
Manage Your Account
• Secure access to your login
• Store your order history
• Help you manage subscriptions (if offered)
Improve Our Services
• Track website performance
• Understand what products customers enjoy
• Spot issues and improve navigation or usability
Marketing (With Your Permission)
We may send:
• Product updates
• Newsletters
• Offers and promotions
• Helpful pet care content
You can unsubscribe anytime via the link in our emails or by contacting us.
Legal and Security Purposes
We may use your data to:
• Prevent fraud
• Meet our legal obligations
• Maintain secure systems
We do not use your data to make automated decisions that legally or significantly affect you.
Lawful Bases for Using Your Data
Under UK GDPR, we rely on:
• Contract – when we process your orders
• Consent – for newsletters and marketing
• Legitimate Interests – improving our website, preventing fraud, ensuring safe checkout
• Legal Obligation – record-keeping for tax, accounting and compliance
How We Share Your Information
We only share your data when necessary and never sell it.
We may share information with:
• Payment processors (to handle secure payments)
• Delivery providers (to deliver your orders)
• IT and hosting providers
• Email service providers
• Analytics platforms (anonymous data)
• Fraud-prevention services
Contracted partners must follow strict data-protection rules and may not use your information for their
own purposes.
International Transfers
Some of our partners may store data outside the UK.
When this happens, we ensure protection through:
• UK-approved adequacy regulations
• Standard Contractual Clauses
• Robust security measures required by UK GDPR
Your data will always be handled with appropriate safeguards.
How Long We Keep Your Information
We keep your data only for as long as needed:
• Order records: up to 7 years (legal requirement)
• Customer accounts: until you request deletion
• Marketing data: until you withdraw consent
• Website analytics: typically 12–36 months (varies by provider)
After these periods, your data is deleted or fully anonymised.
How We Keep Your Data Safe
We use strong security measures to protect your information, including:
pg. 20
• Encrypted website and checkout
• Secure servers
• Access controls for staff
• Regular system monitoring
• Data minimisation and restricted access
Even though no system is perfect, we take reasonable and industry-standard steps to protect your
data
Your Rights Under UK GDPR
You have the right to:
Access Your Data
Ask for a copy of the personal data we hold.
Correct Your Data
Ask us to change inaccurate or incomplete details.
Erase Your Data
Also known as the “right to be forgotten” where applicable.
Restrict Processing
Control how your data is used in certain circumstances.
Data Portability
Receive your data in a machine-readable format.
Object to Processing
Especially for marketing or profiling.
11.7 Withdraw Consent
Stop marketing emails anytime with one click.
To exercise any of these rights, contact us at: info@wilsonpetsupplies.co.uk
We will respond within one month, as required by UK GDPR.
Children’s Privacy
We do not knowingly collect data from anyone under 16.
If we learn that personal data of a child has been collected, we will delete it promptly.
Links to Other Websites
Our website may contain links to external sites. We are not responsible for the privacy practices of
other websites. Always read their policies before sharing your data.
Changes to This Privacy Policy
We may update this policy from time to time. Changes will be posted on this page with a new “Last
Updated” date.
If changes are significant, we may also notify you by email or display a notice on our website.
How to Contact Us
For questions, concerns or data requests, contact:
Data Protection Officer
Wilson’s Pet Supplies
Email: info@wilsonpetsupplies.co.uk
Phone: 07513 1 67698
If you are not satisfied with how we handle your data, you have the right to contact the Information
Commissioner’s Office (ICO) at ico.org.uk.
Cookie Policy
This Cookie Policy explains how Wilson’s Pet Supplies uses cookies and similar technologies on our website. It helps you understand what these technologies are, why we use them and the choices you have under UK law.
What Cookies Are
Cookies are small text files placed on your device when you visit a website. They help the site work
properly, remember your preferences and understand how you interact with different pages. Cookies
can be set directly by us or by trusted third parties providing services through our site.
How We Use Cookies
Here’s the thing. We use cookies to make your browsing experience smoother, faster and more
personal. Specifically, we use them to:
• Keep the site running the way it should
• Remember your login and account preferences
• Show products relevant to your browsing or past purchases
• Analyse how visitors use the site so we can improve navigation and content
• Support website security features
• Deliver ads that match your interests on partner platforms
We aim to use only the cookies that are genuinely needed to improve your experience while respecting
your privacy choices.
Types of Cookies We Use
Strictly Necessary Cookies
These are essential for the website to work. They allow you to move around the site, access secure
areas, manage your cart and complete purchases. You cannot turn these off because the site won’t
function without them.
pg. 23
Performance Cookies
These help us understand how visitors use our pages. We use tools like Google Analytics to track things
like page views, time spent and clicks. All data is aggregated and anonymous.
Functional Cookies
These remember your preferences. For example, your selected currency, your pet category preferences
or saved items in your cart.
Targeting and Advertising Cookies
These cookies show you offers and products that match your interests. They may come from
advertising networks we partner with. They help limit how often you see an ad and measure how
effective a campaign is.
Third-Party Cookies
Some cookies come from third-party providers we work with, including:
• Analytics providers
• Payment gateways
• Advertising platforms
• Social media integrations
These partners may collect data about your visit to deliver services on our behalf. All third-party cookies
used on the site meet UK GDPR and PECR (Privacy and Electronic Communications Regulations).
Your Cookie Choices
Under UK GDPR and PECR, you have control over non-essential cookies. When you first land on our site,
you’ll see a cookie banner asking for your consent. You can:
• Accept all cookies
• Reject all non-essential cookies
• Manage settings by category
You can also adjust or withdraw your consent at any time in your browser settings. Different browsers
offer different tools, but most allow you to block or delete cookies easily.
Blocking certain cookies may affect site performance or limit some features like personalised
recommendations.
Managing Cookies In Your Browser
You can change your cookie settings directly through your browser. Here are common help links:
• Chrome
• Firefox
• Safari
• Edge
pg. 24
If you disable cookies entirely, some essential features of the Wilson’s Pet Supplies website may not
work correctly.
Data Collected Through Cookies
Cookies may collect the following types of information:
• Device type and browser
• IP address
• Pages visited
• Time spent on site
• Items added to cart or wish list
• Referral source
• Interactions with emails or ads
This data is processed in line with UK GDPR. We do not use cookies to store sensitive personal
information like payment details, addresses or passwords.
How Long Cookies Stay On Your Device
Some cookies expire when you close your browser (session cookies). Others stay on your device for a
set period or until you delete them (persistent cookies). Expiry times depend on the type of cookie and
its purpose.
Updates to This Policy
We may update this Cookie Policy occasionally to reflect changes in technology, UK regulations or our
business practices. Any updates will be posted on this page with a revised effective date.
Contact Us
If you have questions about this Cookie Policy or how we use cookies, you can reach us at:
Wilson’s Pet Supplies
28 Grange Road, Tadcaster, North Yorkshire, Ls24 8al
Email: info@wilsonpetsupplies.co.uk
Phone: 07513 1 67698
Support Policy
This Support Policy explains how we assist customers before and after a purchase. Our goal is simple: deliver reliable help, quick responses and fair solutions while following all relevant UK policies and consumer laws.
Purpose of This Policy
We want every customer to feel supported from the moment they visit our website through to
receiving their order. This policy outlines how you can contact us, what you can expect from our
support team and the standards we follow when resolving issues.
What We Can Help You With
Our support team assists with:
• Product advice and recommendations
• Order placement help
• Delivery enquiries
• Tracking updates
• Issues with damaged or missing items
• Refund and return questions
• Subscription or account issues
• General help using our website
If your query relates to pet health or medical concerns, we will advise you to contact a qualified
veterinarian. We cannot and do not offer medical advice for pets.
Proof of Purchase Requirements
For returns, exchanges, replacements or refund enquiries, we may request:
• Order number
• Name and email used to place the order
• Photo or video evidence for damaged items
pg. 26
This is in line with UK consumer law, which allows retailers to request reasonable proof before
processing a claim.
Response and Resolution Times
We always try to resolve issues quickly. Here’s what you can expect:
• General queries: 24–48 hours
• Delivery issues: 48 hours
• Damaged or incorrect items: Up to 3 working days
• Refund requests: Processed within 14 days once approved
These timeframes align with Consumer Rights Act 2015 and standard UK e-commerce practices.
Support for Order Issues
Missing Orders
If your order hasn’t arrived within the estimated delivery window, contact us. We will track it with the
courier and update you. If the parcel is confirmed lost, we will arrange a replacement or refund.
Damaged Items
If your item arrives damaged, let us know within 48 hours with photos. We will replace the item or offer
a suitable remedy as required by UK consumer protection laws.
Wrong Item Received
If we sent the wrong item, we will arrange a free return and send the correct product right away.
Product Support and Guidance
We can help you understand:
• Product features
• Suitable sizing for harnesses, collars and accessories
• Food and treat categories
• Compatibility between items
All advice we give is general and based on the information provided. It is not medical or veterinary
guidance.
Support Limitations
There are situations where our support team must follow strict guidelines:
• We cannot override courier policies or transit delays outside our control
• We cannot process refunds for items that do not meet return conditions stated in our Return
Policy
• We cannot offer compensation beyond what UK law requires
• We cannot give veterinary or medical advice regarding pets’ health
pg. 27
Escalation Process
If you feel your issue isn’t resolved properly, you can request escalation to a senior support member.
We take complaints seriously and aim to resolve escalated matters within 5–7 working days.
Data Protection & Privacy
All support interactions follow the UK GDPR and Data Protection Act 2018. Your personal information is
handled securely and used only to assist with your enquiry. For full details, see our Privacy Policy.
Fair Use of Support Services
We reserve the right to limit or suspend support where:
• Communication becomes abusive or threatening
• Repeated claims appear fraudulent
• Requests fall outside what the business can legally provide
We always handle such matters respectfully and in line with UK consumer protection guidelines.
Updates to This Policy
We may update this Support Policy from time to time. Any changes will be posted on this page with a
revised effective date.
Contact Us
If you have questions about this Cookie Policy or how we use cookies, you can reach us at:
Wilson’s Pet Supplies
28 Grange Road, Tadcaster, North Yorkshire, Ls24 8al
Email: info@wilsonpetsupplies.co.uk
Phone: 07513 1 67698