We collect what helps us serve your order—and explain why.
Petwell Pet Wellness respects your privacy. We handle personal data in line with applicable Hong Kong privacy requirements, including the Personal Data (Privacy) Ordinance, and aim to collect only what is reasonably needed for the purpose explained to you.
Information connected to shopping and support.
- Identity and contact details such as name, email, phone number, and delivery address.
- Order, payment status, delivery, refund, and customer service records.
- Account details if you create an account.
- Device, browser, cookie, and site-usage information needed for security, functionality, and—where enabled—analytics.
- Any information you choose to send us in a support request.
Useful reasons, stated plainly.
Fulfil orders
Take payment, prepare and deliver products, provide tracking, and handle returns or refunds.
Support customers
Answer questions, investigate problems, prevent fraud, and keep records of service conversations.
Improve the site
Protect the service, understand performance, and improve products and customer experience.
Only the people and systems needed to do the job.
We may share relevant information with payment processors, delivery partners, hosting and technology providers, customer support tools, and professional advisers where necessary. We do not sell your personal data.
We keep information only for as long as reasonably necessary for the purpose collected, customer service, accounting, security, dispute handling, or legal obligations. When it is no longer needed, we take reasonable steps to remove or anonymise it.
Access, correction, and marketing control.
- You may ask to access or correct personal data we hold about you, subject to applicable requirements.
- If you receive direct marketing, you can ask us to stop sending it. We will not use personal data for direct marketing where consent is required unless we have obtained that consent.
- You can manage cookies through your browser. Disabling some cookies may affect site functionality.
- To make a privacy request, email hello@pawshop.hk with enough information for us to identify the request.
We will publish changes here.
We may update this policy when our practices or legal obligations change. The updated version will be posted on this page with a new revision date.
