FETCH & CO.
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Legal

Privacy Policy

Your trust matters to us as much as your dog's tail-wags. This policy explains what personal data we collect, why we collect it, and the choices you have.

Last updated: 2 January 2026

1. Who we are

Fetch & Co. Ltd ("Fetch", "we", "us" or "our") is a dog-accessories retailer registered in England and Wales, with its registered office at The Kennel Works, 48 Barker Street, Manchester, M4 1HW. We are the data controller responsible for your personal data when you visit fetchandco.example or place an order with us.

This policy applies to all customers, newsletter subscribers and visitors. It should be read alongside our Terms & Conditions and Cookie Policy.

2. What information we collect

We only collect what we need to run the shop, fulfil your orders and improve your experience. Depending on how you interact with us, this may include:

  • Identity and contact data: your name, delivery and billing address, email address and phone number.
  • Order data: the products you buy, order value, and your dog's size or measurements where you provide them for fit recommendations.
  • Payment data: processed securely by our payment providers — we never see or store full card numbers (see section 6).
  • Technical data: IP address, browser type, device information and how you use our site, collected via cookies and similar technologies.
  • Marketing preferences: whether you have opted in to receive our newsletter and how you engage with it.

3. How we use your information

We use your personal data to:

  • process and deliver your orders, including sending order confirmations and shipping updates;
  • manage returns, exchanges and refunds under our 30-day happy returns policy;
  • provide customer support and answer your questions;
  • recommend the right size and products for your dog;
  • send marketing communications where you have opted in, and personalise what you see;
  • detect and prevent fraud, and keep our site secure;
  • comply with our legal and tax obligations.

Under the UK GDPR we rely on the following lawful bases: performance of a contract (to fulfil your orders), legitimate interests (to improve our products, prevent fraud and run our business efficiently), consent (for marketing emails and non-essential cookies, which you can withdraw at any time), and legal obligation (for tax and accounting records).

5. Sharing your data

We never sell your personal data. We share it only with trusted partners who help us run the shop, and only to the extent they need it:

  • Delivery partners to ship your order and provide tracking.
  • Payment processors to take payment securely.
  • Technology providers who host our website, email and analytics tools.
  • Professional advisers and authorities where required by law.

All partners are bound by contract to protect your data and use it only for the purposes we specify.

6. Payment data

Payments are handled by PCI-DSS-compliant payment providers. When you check out, your card details are sent directly to the payment processor over an encrypted connection. Fetch & Co. does not store your full card number, CVV or PIN on our systems. We retain only a secure transaction reference and the last four digits of your card so we can identify a payment if you contact us about an order.

7. How long we keep your data

We keep personal data only for as long as necessary. Order and transaction records are retained for six years to meet UK tax and accounting requirements. Marketing data is kept until you unsubscribe or ask us to remove it. Technical and analytics data is typically retained for up to 24 months.

8. Your rights

Under data-protection law you have the right to access, correct, erase or restrict the processing of your personal data, to object to processing, to data portability, and to withdraw consent at any time. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO). To exercise any of these rights, email us at [email protected] and we will respond within one month.

9. How we protect your data

We use encryption in transit (HTTPS), access controls, and regular security reviews to protect your information. While no online service can be completely secure, we take reasonable and appropriate measures to guard against unauthorised access, loss or misuse of your data.

10. Contact us

If you have any questions about this policy or how we handle your data, please contact our privacy team at [email protected] or write to us at The Kennel Works, 48 Barker Street, Manchester, M4 1HW. We may update this policy from time to time; the "last updated" date above always reflects the current version.