Privacy Policy

Last updated: 7 April 2026

Scrumbles: Natural Pet Food ("Scrumbles", "we", "us" or "our") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, share and otherwise process personal data when you visit or use our website, place an order, create an account, contact us, enter promotions, interact with us on social media, or otherwise use our products and services (together, the "Services").

This Privacy Policy should be read together with our Cookie Policy, Terms of Service, and any other privacy notices we may provide to you from time to time.

1. Who we are

For the purposes of applicable UK data protection law, Scrumbles is the data controller of your personal data, except where this Privacy Policy explains that another party (such as Shopify for certain processing activities) acts as an independent controller.

Controller details
Scrumbles: Natural Pet Food
Bickels Yard, 151-153 Bermondsey Street, London, England, SE1 3HA, United Kingdom
Email: hello@scrumbles.com

2. Children

Our Services are intended for adults and are not directed at children under the age of 16. We do not knowingly collect personal data from children.

If you believe that a child has provided us with personal data, please contact us and we will investigate and, where appropriate, delete that information.

3. The personal data we collect

We do not generally collect special categories of personal data (such as information about health, race, religion or biometric data) or data relating to criminal convictions and offences. If you choose to provide such information to us, we will process it only where necessary and in accordance with applicable law.

We may collect, use, store and transfer the following categories of personal data:

Information you give us directly

• your name
• billing address, delivery address and other postal address details
• email address
• phone number
• account login details, including username and password
• order details and transaction history
• communications you send to us, including customer service enquiries, reviews, feedback and competition entries
• marketing preferences
• details about your pet(s), where you choose to provide these to us
• any other information you choose to provide when using our Services

Information collected automatically

When you use our Services, we may automatically collect:

• IP address
• browser type and version
• device type and identifiers
• operating system
• time zone and language settings
• log data
• usage and browsing information, including pages viewed, products viewed, time spent on pages, clicks, navigation paths and referring URLs
• cookie and similar technology data

Information from third parties

We may receive personal data about you from:

• Shopify, which powers our online store and checkout
• payment providers
• delivery and fulfilment partners
• analytics and advertising providers
• customer service and communications providers
• social media platforms and advertising networks
• fraud prevention and identity verification providers
• business partners and promotional partners

4. How we collect personal data

We collect personal data:

• when you place an order or create an account
• when you subscribe to marketing communications
• when you contact us by email, phone, social media or otherwise
• when you browse or interact with our website
• when you enter competitions, surveys or promotions
• through cookies and similar technologies
• from service providers and partners who support our Services

5. How we use your personal data

If you do not provide certain personal data that is required for us to enter into or perform a contract with you (for example, payment or delivery details), we may be unable to provide some or all of our Services.

We use your personal data for the following purposes:

To provide our Services

• process and fulfil orders
• take payment and issue refunds
• arrange delivery
• provide account functionality
• manage subscriptions, returns, exchanges and customer support
• send service messages about your orders, account or our Services

To improve and personalise our Services

• understand how customers use our website
• improve website functionality, user experience, product offering and customer service
• save your preferences
• personalise content, recommendations and your shopping experience
• create pet or customer profiles where relevant to the Services

For marketing and advertising

• send you email, SMS, post or other marketing communications where permitted by law
• show you personalised advertising on our website and on third-party platforms
• create audiences and measure campaign performance
• understand which products or content may be relevant to you

For security, fraud prevention and compliance

• protect customers, staff, business operations and the website
• verify transactions
• detect, prevent and investigate fraud, misuse, unlawful activity or breaches of our terms
• comply with legal, regulatory and compliance obligations

To communicate with you

• respond to queries, complaints and requests
• provide updates about our products and Services
• administer competitions, promotions and surveys

For legal and business purposes

• establish, exercise or defend legal claims
• enforce our terms and policies
• comply with legal process and regulatory requests
• support business restructuring, financing, sale, merger or acquisition activity

6. Our lawful bases for processing

We will only use your personal data for the purposes for which it was collected, unless we reasonably consider that we need to use it for another compatible purpose. If we need to use your personal data for an unrelated purpose, we will notify you and explain the legal basis which allows us to do so.

Under UK data protection law, we rely on the following legal bases:

Performance of a contract

We process your personal data where necessary to enter into or perform a contract with you, including to:

• take and fulfil your order
• process payments and refunds
• deliver products
• manage your account
• provide customer support relating to your purchase or subscription

Legitimate interests

We process your personal data where necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. These interests include:

• operating, improving and securing our website and Services
• understanding customer behaviour and preferences
• preventing fraud and misuse
• responding to customer enquiries
• administering and improving our products, services and marketing
• sending postal marketing and, where permitted by law, marketing about similar products or services to existing customers who have not opted out
• maintaining suppression lists to respect your marketing preferences

Consent

We rely on your consent where required by law, including for:

• sending marketing emails or SMS messages where consent is required
• placing non-essential cookies or using similar technologies
• certain forms of targeted advertising or audience matching

You can withdraw your consent at any time. Withdrawal will not affect the lawfulness of processing carried out before withdrawal.

Legal obligation

We process personal data where necessary to comply with legal and regulatory obligations, including accounting, tax, consumer law, fraud prevention and responding to lawful requests from public authorities or courts.

7. Cookies and similar technologies

We use cookies and similar technologies on our website. These include:

• strictly necessary cookies required for the website and checkout to function
• functional cookies to remember your preferences
• analytics cookies to help us understand how visitors use our website
• advertising cookies to help deliver and measure relevant advertising

Where required by law, we will obtain your consent before placing non-essential cookies on your device.

You can manage your preferences through our cookie banner and browser settings. For more detailed information, including retention periods, please see our Cookie Policy.

8. Marketing

We may send you marketing communications by email, SMS, post or other channels where we have your consent or are otherwise permitted by law.

You can opt out of marketing at any time by:

• clicking the unsubscribe link in any marketing email
• replying STOP to a marketing text message, where applicable
• adjusting your account preferences
• contacting us using the details below

Even if you opt out, we may still send you non-marketing communications such as order confirmations and service messages.

9. How we share personal data

We may share your personal data with the following categories of recipients where necessary for the purposes described in this Privacy Policy:

• Shopify, which hosts and supports our online store and related e-commerce services
• payment processors and payment service providers
• delivery, warehousing and fulfilment providers
• IT, hosting, cloud storage and website support providers
• customer service, helpdesk and communications providers
• analytics providers and search engine providers
• advertising, social media and marketing partners
• professional advisers, including lawyers, accountants, auditors and insurers
• fraud prevention, security and identity verification providers
• members of our corporate group and affiliates
• regulators, courts, law enforcement agencies and government authorities where required
• prospective buyers or counterparties in connection with a business transaction

We do not sell your personal data for money. However, we may share certain information with advertising and analytics partners (including via cookies and similar technologies) to deliver and measure advertising. Where required by law, this is done only with your consent.

10. Shopify and third-party processing

Our online store is powered by Shopify.

• In most cases, Shopify acts as our data processor and processes personal data on our behalf.
• In some cases, Shopify may act as an independent controller or joint controller, for example when processing data to improve its platform or provide certain cross-merchant features.

To learn more about how Shopify processes personal data, please review Shopify's privacy information: https://privacy.shopify.com

11. International transfers

Some of our service providers may process personal data outside the United Kingdom.

Where this occurs, we ensure appropriate safeguards are in place, such as:

• adequacy regulations recognised by the UK
• the UK International Data Transfer Agreement (IDTA) or Addendum to Standard Contractual Clauses
• other lawful transfer mechanisms under applicable law

12. Data retention

We may also use aggregated or anonymised data (which does not identify you) for analytics, research and business improvement purposes.

We retain personal data only for as long as necessary for the purposes for which it was collected.

As a general guide:

• order and transaction records: up to 7 years (legal and tax requirements)
• account data: while your account is active and for a reasonable period afterwards
• customer support data: as needed to resolve queries and follow-up issues
• marketing data: until you withdraw consent or opt out
• cookie data: as set out in our Cookie Policy

We may retain data longer where required by law or to establish, exercise or defend legal claims. We may also anonymise data so it can no longer identify you.

13. Security

We implement appropriate technical and organisational measures to protect your personal data. However, no system is completely secure.

If you create an account, you are responsible for keeping your login credentials confidential.

14. Your rights

You will not usually have to pay a fee to access your personal data or exercise your rights. However, we may charge a reasonable fee or refuse to comply with your request if it is clearly unfounded, repetitive or excessive.

We aim to respond to all legitimate requests within one month, although it may take longer if your request is particularly complex or you have made multiple requests.

You have the right to:

• access your personal data
• request correction of inaccurate data
• request deletion of your data
• restrict processing
• object to processing, including direct marketing
• data portability in certain circumstances
• withdraw consent at any time
• not be subject to solely automated decisions with significant effects (subject to legal exceptions)

You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO).

To exercise your rights, please contact us using the details below. We may need to verify your identity.

15. Third-party websites and social media

Our website may contain links to third-party websites or platforms. We are not responsible for their privacy practices.

If you interact with us via social media, we may receive information such as your username, profile details and engagement data, subject to the platform's own privacy policies.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. Updates will be posted on this page with a revised "Last updated" date. Where required, we will notify you of material changes.

17. Contact us

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

Email: hello@scrumbles.com
Address: Scrumbles: Natural Pet Food, Bickels Yard, 151-153 Bermondsey Street, London, England, SE1 3HA, United Kingdom

If you are not satisfied with our response, you may complain to the UK Information Commissioner's Office (ICO).