Privacy policy

Last updated: October 10, 2026

Pet Meds Express operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). Pet Meds Express is powered by Shopify, which enables us to provide the Services to you. This Privacy Policy describes how we collect, use, and disclose your personal information when you visit, use, or make a purchase or other transaction using the Services or otherwise communicate with us. If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, processing, and disclosure of your personal information.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you acknowledge that you have read this Privacy Policy and understand the collection, use, and disclosure of your information as described in this Privacy Policy.

Personal Information We Collect or Process

When we use the term "personal information," we are referring to information that identifies or can reasonably be linked to you or another person. Personal information does not include information that is collected anonymously or that has been de-identified. We may collect or process the following categories of personal information depending on how you interact with the Services:

• Contact details including your name, address, billing address, shipping address, phone number, and email address.
• Financial information including payment card information, transaction details, and payment confirmation.
• Account information including your username, password, security questions, preferences and settings.
• Transaction information including the items you view, put in your cart, or purchase, return or cancel.
• Communications with us including information you include in customer support enquiries.
• Device information including your IP address, browser type, and network connection.
• Usage information including how and when you interact with or navigate the Services.
• Pet information including your pet's name, species, breed, age, and weight, where required for the supply of NFA-VPS or POM-VPS veterinary medicines under UK law.

Personal Information Sources

We may collect personal information directly from you, automatically through the Services via cookies and similar technologies, from our service providers, and from our partners or other third parties.

How We Use Your Personal Information

• To process and fulfil your orders, arrange shipping, and handle returns and exchanges.
• To comply with our legal obligations under the Veterinary Medicines Regulations 2013 for the supply of NFA-VPS and POM-VPS medicines.
• To send you marketing and promotional communications where you have consented.
• To detect and prevent fraud and maintain the security of our Services.
• To respond to your enquiries and provide customer support.
• To comply with applicable law and legal process.

How We Disclose Personal Information

We may disclose your personal information to Shopify and other third-party service providers who perform services on our behalf, including payment processing, IT management, and order fulfilment. We may also disclose your information where required by law or to protect our legal rights.

Relationship with Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services. To learn more about how Shopify uses your personal information and any rights you may have, please visit the Shopify Consumer Privacy Policy or the Shopify Privacy Portal.

Third Party Websites and Links

The Services may provide links to websites operated by third parties. We are not responsible for the privacy or security of such sites. Our inclusion of such links does not imply any endorsement of their content or operators.

Children's Data

The Services are not intended for use by children. We do not knowingly collect personal information about children under the age of majority. If you believe a child has provided us with their personal information, please contact us and we will delete it.

Security and Retention

We take reasonable steps to protect your personal information. However, no security measures are perfect, and we cannot guarantee absolute security. We retain your personal information for as long as necessary to fulfil the purposes set out in this Policy, comply with legal obligations, and resolve disputes.

Your Rights and Choices

Depending on where you live, you may have the right to access, correct, delete, or port your personal information, or to restrict or object to its processing. To exercise any of these rights, please contact us using the details below. If you reside in the UK, you may also lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the revised Policy on this website and update the "Last updated" date accordingly.

Contact

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:

Phone: 07811 143457
Email: orders@petmedsexpress.co.uk
Hours: Monday to Friday, 11am to 3pm