Privacy policy

Veltrivo ("we", "us", or "our") operates the website https://veltrivo.co.uk/. We sell washing machines to customers in the United Kingdom.

This Privacy Policy explains how we collect, use, disclose, and protect personal information when you visit our website, place an order, contact our customer support team, or otherwise interact with our services.

We are committed to handling personal information responsibly and in accordance with applicable UK data protection and privacy laws.

1. Contact Information

Business name: Veltrivo
Website: https://veltrivo.co.uk/
Email: Support@veltrivo.co.uk
Telephone: +44 1234 217417
Business address: 24 Westfield Rd, Bedford MK40 4DQ, United Kingdom

For questions about this Privacy Policy or requests concerning your personal information, please contact us using the details above.

2. Personal Information We Collect

The information we collect depends on how you interact with our website and services.

Information you provide directly

When you place an order, contact us, or use our website, we may collect:

  • Name and surname.

  • Billing and delivery address.

  • Email address.

  • Telephone number.

  • Order details, including products purchased and transaction records.

  • Information you provide when contacting customer support or requesting a return, refund, repair, or guarantee service.

Payment information

Payments are processed through the payment methods made available at checkout.

We receive information necessary to confirm and manage transactions, such as payment status, transaction references, and relevant billing details. Full payment card details are generally processed by the applicable payment provider rather than stored directly by us.

Payment providers handle payment information in accordance with their own privacy policies and security practices.

Technical and usage information

When you visit our website, certain information may be collected automatically, including:

  • IP address and device information.

  • Browser type and operating system.

  • Pages visited and interactions with our website.

  • Referral information and approximate location derived from technical data.

  • Cookie identifiers and similar technologies, subject to your privacy preferences and applicable law.

3. How We Use Your Information

We use personal information for legitimate business purposes, including:

  • Processing and fulfilling orders.

  • Arranging delivery and communicating delivery updates.

  • Processing payments, refunds, cancellations, and returns.

  • Providing customer service and responding to enquiries.

  • Managing product guarantees and after-sales support.

  • Maintaining and improving our website and shopping experience.

  • Preventing fraud, detecting suspicious transactions, and protecting our business and customers.

  • Maintaining accounting, tax, and other legally required records.

  • Sending marketing communications where permitted by law and, where required, with your consent.

  • Meeting legal and regulatory obligations.

We do not use personal information for purposes incompatible with those explained in this policy without providing any additional information or obtaining consent where required.

4. Legal Bases for Processing

Where required by applicable data protection law, we rely on one or more of the following legal bases:

Contract: To process your order, arrange delivery, manage returns, and provide services you request.

Legal obligation: To comply with applicable accounting, tax, consumer protection, and other legal requirements.

Legitimate interests: To operate and secure our store, respond to customer enquiries, prevent fraud, and improve our services, provided these interests do not override your rights and freedoms.

Consent: To use optional cookies, certain analytics or advertising technologies, or send marketing communications where consent is legally required.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before withdrawal.

5. Sharing Your Information

We share personal information only where reasonably necessary for the purposes described in this policy, subject to applicable law.

Depending on how you use our store, recipients may include:

  • Shopify: Our ecommerce platform, which supports our online store, checkout, and order management.

  • Payment providers: To process payments, refunds, and transaction-related checks.

  • Delivery companies and fulfilment partners: To arrange delivery, collection, and returns for your washing machine.

  • Customer support and technology providers: To manage communications, website functionality, and customer service.

  • Analytics and advertising providers: Where enabled and permitted by applicable privacy and cookie requirements.

  • Professional advisers and public authorities: Where necessary for legal, regulatory, accounting, or dispute-resolution purposes.

We do not sell customers' personal information in exchange for money. Any other sharing or use of information will be handled in accordance with applicable law and the privacy choices available to you.

6. Shopify and Third-Party Services

Our store is hosted on Shopify. Shopify and the service providers integrated with our store may process personal information to support ecommerce functionality, payments, security, analytics, and other services.

Some third-party services may process information under their own privacy policies and contractual arrangements.

You can learn more about how Shopify handles personal information by reviewing Shopify's Consumer Privacy Policy:

https://www.shopify.com/legal/privacy

We encourage you to review the privacy policies of payment providers and other third-party services when using their services.

7. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

  • Make the website and checkout function correctly.

  • Remember relevant settings and preferences.

  • Understand website performance and usage.

  • Support advertising and marketing activities where enabled and permitted.

Strictly necessary technologies may be used where permitted by law. We will seek consent before using non-essential cookies and similar technologies where required.

You can manage your cookie preferences through the cookie banner or privacy settings available on our website, where provided. You can also manage cookies through your browser settings, although blocking certain cookies may affect website functionality.

For further information about cookies and your privacy choices, please consult our Cookie Policy.

8. Marketing Communications

We may send promotional emails or other marketing communications where permitted by applicable law.

Where consent is required, we will obtain it before sending such communications. In circumstances where the law permits marketing without prior consent, we will provide an appropriate opportunity to opt out.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or by contacting Support@veltrivo.co.uk.

Even if you opt out of marketing, we may still send essential service messages concerning orders, deliveries, refunds, product issues, or other transactions.

9. International Data Transfers

Some of our service providers may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take the steps required by applicable data protection law. Depending on the destination and circumstances, these steps may include relying on an applicable adequacy regulation or decision, approved contractual safeguards, or another lawful transfer mechanism.

For further information about relevant international transfers and safeguards, you may contact us using the details in this policy.

10. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including fulfilling orders, handling returns and guarantees, resolving disputes, maintaining business records, and meeting legal obligations.

Retention periods depend on the type of information and the reason it is held. For example:

  • Order and transaction records may be retained for applicable accounting and tax recordkeeping periods.

  • Customer support correspondence may be retained for as long as reasonably necessary to resolve enquiries and document relevant matters.

  • Marketing information may be retained until you withdraw consent or opt out, subject to any necessary suppression records.

  • Technical and cookie information is retained according to the applicable settings, purposes, and retention periods of the relevant technologies.

When information is no longer required, we will delete it or anonymise it where appropriate, unless we are legally required or permitted to retain it.

11. Data Security

We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration, or disclosure.

However, no method of electronic transmission or storage can be guaranteed to be completely secure. We cannot promise absolute security, but we take appropriate steps to protect the information handled through our business and service providers.

12. Your Privacy Rights

Depending on the circumstances and applicable law, you may have the right to:

  • Request access to personal information we hold about you.

  • Request correction of inaccurate or incomplete information.

  • Request deletion of personal information where the legal conditions are met.

  • Request restriction of certain processing.

  • Object to processing based on legitimate interests.

  • Object to direct marketing at any time.

  • Request a copy of certain information in a portable format where the right applies.

  • Withdraw consent where processing is based on consent.

  • Complain to the UK Information Commissioner's Office (ICO).

These rights are subject to applicable legal conditions and exceptions. For example, we may need to retain certain transaction records to comply with legal obligations.

To exercise a privacy right, contact Support@veltrivo.co.uk. We may need to verify your identity before responding.

We will respond within the timeframe required by applicable law.

13. Children's Privacy

Our website is intended for people who are legally able to make purchases under applicable law. We do not knowingly collect children's personal information for marketing purposes.

If you believe a child has provided personal information to us inappropriately, please contact us so we can assess the situation and take appropriate action.

14. Third-Party Websites

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices, content, or security of websites that we do not operate.

We recommend reviewing the privacy policy of any third-party website before providing personal information.

15. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our business practices, website functionality, service providers, or legal requirements.

The updated version will be published on this page with a revised "Last updated" date. Where required by law, we will provide additional notice of material changes.

16. Complaints and the ICO

If you have concerns about how we handle your personal information, please contact us first so that we can try to resolve your concern.

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

Website: https://ico.org.uk/
Telephone: 0303 123 1113

The ICO provides independent guidance and handles complaints about data protection matters in the United Kingdom.

17. Contact Us

For privacy questions, requests, or concerns, please contact:

Veltrivo
24 Westfield Rd
Bedford MK40 4DQ
United Kingdom

Email: Support@veltrivo.co.uk
Telephone: +44 1234 217417
Website: https://veltrivo.co.uk/

We will review privacy-related enquiries and respond in accordance with applicable law.