Privacy Policy

Depending on how you interact with us, we may collect:

• your name and surname;
• email address;
• telephone number;
• billing and delivery addresses;
• order and purchase information;
• payment confirmation and transaction information;
• customer account information;
• products viewed, added to cart or saved;
• returns, refunds, exchanges and warranty information;
• communications with our Support or Returns teams;
• photographs or videos supplied in connection with a product issue;
• delivery or collection information;
• device, browser and IP address information; and
• website usage, cookie and analytics information.

We may collect personal information:

• directly from you;
• through our website and online store;
• when you place an order;
• when you arrange delivery or collection;
• when you contact us by email, WhatsApp or other communication channels;
• through cookies and similar technologies;
• from Shopify and applications used to operate our store;
• from payment providers;
• from courier and logistics providers;
• from marketplaces through which our products may be sold; and
• from service providers acting on our behalf.

We may use your personal information to:

• process and fulfil orders;
• process payments and refunds;
• arrange deliveries and collections;
• provide tracking or order updates;
• manage returns, exchanges and warranty claims;
• investigate damaged, missing or incorrect products;
• provide customer support;
• send invoices and transaction records;
• manage customer accounts;
• prevent fraud and misuse;
• maintain accounting and business records;
• improve our website, products and services;
• comply with legal and regulatory obligations; and
• protect our customers and business.

Where you submit photographs or videos in connection with a product issue, damaged item, hygiene-related claim or warranty matter, we may retain them where reasonably necessary to investigate or resolve the matter.

Where permitted by law or where the required consent has been provided, we may use your contact information to send:

• promotional emails;
• sales and special offers;
• product announcements;
• abandoned-cart or shopping reminders; and
• other marketing communications.

You may unsubscribe from marketing communications at any time.

Unsubscribing from marketing will not prevent us from sending necessary communications relating to an order, payment, delivery, collection, return or other service you have requested.

Our website uses cookies and similar technologies to:

• operate the website;
• remember preferences;
• maintain shopping-cart functionality;
• understand how visitors use our website;
• improve website performance;
• prevent fraud; and
• support marketing and advertising.

Third-party platforms integrated with our website may also use cookies or similar technologies.

You can manage cookies through your browser or any cookie controls available on our website. Disabling some cookies may affect website functionality.

We only share personal information where reasonably necessary for our business operations.

To operate our website, ecommerce platform and related systems.

To process and verify payments and refunds.

To deliver, collect or return products.

We may provide them with information such as your:

• name;
• telephone number;
• delivery address; and
• order reference.

Where you choose or are offered collection, limited information may be shared where reasonably necessary to identify and release your order.

Where an order was placed through a third-party marketplace, information may be exchanged with that marketplace as required to fulfil the transaction or manage a return.

This may include providers assisting with customer communications, cloud systems, reporting, analytics, reviews, fraud prevention, fulfilment and other operational services.

Information may be shared where reasonably required for accounting, legal, insurance, regulatory, fraud-prevention or law-enforcement purposes.

Customer information may also be accessed by authorised Premium Paws personnel where required to process your order or assist you.

Our online store is hosted and powered by Shopify.

Shopify and other service providers may process personal information as part of providing services to Premium Paws.

Third-party services operate under their own terms and privacy policies.

Where our website contains links to external websites or services, Premium Paws is not responsible for the privacy or security practices of those independent third parties.

Some of our technology platforms and service providers may process or store personal information outside South Africa.

Where personal information is transferred internationally, we will take reasonable steps to ensure that the information is processed in accordance with POPIA and applicable legal requirements.

We take reasonable technical and organisational measures to protect personal information against:

• unauthorised access;
• misuse;
• loss;
• alteration;
• disclosure; and
• destruction.

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected or where required for:

• transactions;
• customer support;
• returns and warranties;
• accounting and tax obligations;
• dispute resolution;
• fraud prevention; or
• legal and regulatory compliance.

Where information is no longer required, it may be deleted, destroyed or de-identified, subject to applicable law.

Subject to applicable law, you may have the right to:

• ask whether we hold personal information about you;
• request access to your personal information;
• request correction of inaccurate or outdated information;
• request deletion or destruction of information where legally permitted;
• object to certain processing;
• withdraw consent where processing is based on consent;
• object to direct marketing; and
• lodge a complaint regarding the processing of your personal information.

We may need to verify your identity before processing a privacy-related request.

Certain information may need to be retained where required or permitted by law, including transaction, accounting, fraud-prevention or legal records.

We may update this Privacy Policy from time to time to reflect:

• changes to our operations;
• new systems or service providers;
• changes to our website; or
• legal or regulatory requirements.

The latest version will be published on our website and the Last updated date will be amended accordingly.