Privacy policy

1. Who we are

HareVelle is the trading name of:

• Legal entity: HareVelle
• Website: harevelle.com

This means that we decide why and how your personal information is used.

Our data protection contact is:

• Email: support@harevelle.com

2. The laws that apply

We process personal information in accordance with applicable data protection and electronic communications law, including:

• the UK General Data Protection Regulation;
• the Data Protection Act 2018;
• the Privacy and Electronic Communications Regulations;
• the Data (Use and Access) Act 2025;
• other applicable consumer, tax, product-safety and ecommerce laws.

3. What is personal information?

Personal information is information that identifies you or could reasonably be used to identify you.

It does not include information that has been anonymised so that you can no longer be identified.

4. Personal information we collect

Depending on how you interact with HareVelle, we may collect the following categories of personal information.

4.1 Identity information

This may include:

• full name;
• title;
• date of birth or age confirmation, where required;
• account username;
• customer or account identification number;
• social media username;
• identity information supplied when exercising your legal rights.

4.2 Contact information

This may include:

• billing address;
• delivery address;
• email address;
• telephone number;
• communication preferences.

4.3 Account information

This may include:

• account login information;
• encrypted password or authentication token;
• saved addresses;
• saved preferences;
• order history;
• wish lists;
• subscription status;
• rewards or account credits;
• account settings.

Where Google or another third-party login service is offered, we may receive information such as your name, email address and authentication identifier from that service.

We do not receive your Google or third-party account password.

4.4 Order and transaction information

This may include:

• products purchased;
• order number;
• order date;
• purchase value;
• payment status;
• discounts or promotional codes;
• delivery method;
• parcel tracking information;
• returns, replacements and refunds;
• subscription or repeat-order information;
• records of previous transactions.

4.5 Payment information

Payments may be processed by providers such as Stripe, PayPal or another payment service displayed at checkout.

We may receive:

• confirmation that payment was authorised;
• payment-provider transaction references;
• card type;
• expiry date;
• the last four digits of a payment card;
• billing address;
• fraud or payment-risk indicators;
• refund and chargeback information.

HareVelle does not normally receive or store your complete payment-card number or card security code.

Your payment provider processes payment information under its own privacy terms.

4.6 Delivery and fulfilment information

This may include:

• recipient name;
• delivery address;
• telephone number;
• email address;
• order contents;
• delivery instructions;
• courier information;
• tracking details;
• proof of delivery;
• failed-delivery information.

Where an order is sent as a gift, we may collect the recipient’s name and delivery information from the purchaser. Gift-recipient information will not be used for marketing merely because they received a gift.

4.7 Customer-service information

This may include:

• emails and support messages;
• chat records;
• telephone records or notes;
• complaint information;
• returns and refund requests;
• photographs of products or parcels;
• information about damaged or missing deliveries;
• product batch or lot numbers;
• records of how a complaint was resolved.

4.8 Product-safety and health information

We do not routinely ask for medical records or detailed health information.

However, you may choose to provide information about:

• an allergy or intolerance;
• medication;
• pregnancy or breastfeeding;
• a medical condition;
• an adverse reaction;
• why you believe a product may not be suitable for you.

Health information may constitute special-category personal information.

Please do not provide more medical information than is reasonably necessary. We are not a medical provider, and customer-support communications are not a substitute for advice from a doctor, pharmacist or other qualified healthcare professional.

Where health information is provided, we will process it only where:

• you have given explicit consent;
• it is necessary to investigate a product-safety concern;
• it is necessary to establish, exercise or defend legal claims;
• processing is otherwise permitted or required by law.

We may share necessary information with our supplier, manufacturer, insurer, professional adviser or regulatory authority where required to investigate an adverse event, safety complaint or product recall.

4.9 Marketing information

This may include:

• whether you have subscribed to marketing;
• the date, time and method of your consent;
• marketing preferences;
• products or categories that may interest you;
• email opens and link interactions, where permitted;
• records of unsubscribing or objecting to marketing;
• participation in promotions, competitions or surveys.

4.10 Reviews and user-generated content

This may include:

• product reviews;
• ratings;
• images or videos;
• social media content;
• testimonials;
• survey responses;
• your chosen public display name.

You should not include confidential, medical or unnecessary personal information in a public review.

4.11 Technical and device information

This may include:

• IP address;
• browser type and version;
• device type;
• operating system;
• time zone;
• approximate location derived from an IP address;
• website login information;
• security identifiers;
• pages visited;
• referral source;
• dates and times of visits;
• shopping-basket activity;
• website errors;
• cookie identifiers;
• interaction with website features.

4.12 Fraud and security information

This may include:

• suspicious account activity;
• failed login attempts;
• IP reputation;
• payment-risk indicators;
• device information;
• evidence relating to fraudulent orders;
• blocked-account information;
• chargebacks;
• misuse of promotional offers.

5. How we collect information

We may collect information:

Directly from you

For example, when you:

• place an order;
• create an account;
• contact us;
• enter delivery information;
• subscribe to marketing;
• submit a review;
• enter a promotion;
• request a return;
• exercise a data-protection right.

Automatically

We may collect technical information through:

• cookies;
• pixels;
• server logs;
• analytics technologies;
• fraud-prevention technologies;
• website security services.

Non-essential cookies and similar technologies will be used only where an appropriate legal basis and any required consent have been obtained.

From service providers

We may receive information from:

• payment processors;
• Specialist Supplements Ltd;
• couriers;
• website-hosting providers;
• authentication providers;
• fraud-prevention providers;
• email-delivery providers;
• analytics providers;
• social media platforms.

From another person

A purchaser may provide your details where:

• they are sending you a gift;
• you are the intended recipient;
• they are placing an order on your behalf;
• they have asked you to collect or receive an order.

6. How and why we use your information

We will only use personal information where we have a lawful reason to do so.

6.1 To create and manage your account

We use identity, contact and account information to:

• register your account;
• authenticate your login;
• maintain your saved preferences;
• show your order history;
• administer rewards or account credits;
• provide account support.

Lawful basis: Performance of a contract and our legitimate interests in administering customer accounts.

6.2 To process your order

We use identity, contact, transaction, payment and delivery information to:

• accept and process orders;
• take payment;
• issue confirmations;
• arrange fulfilment;
• provide delivery updates;
• process returns;
• provide refunds;
• manage subscriptions or repeat orders.

Lawful basis: Performance of a contract.

Without necessary order and delivery information, we will not be able to process your purchase.

6.3 To fulfil and deliver orders

We share the minimum information necessary with fulfilment providers and couriers to:

• prepare the product;
• apply HareVelle branding or labels;
• pack the order;
• create shipping documentation;
• dispatch the parcel;
• provide tracking;
• investigate delivery problems.

Lawful basis: Performance of a contract and our legitimate interests in operating an efficient fulfilment service.

6.4 To provide customer service

We use personal information to:

• answer enquiries;
• resolve complaints;
• investigate missing or damaged orders;
• manage returns and refunds;
• respond to product questions;
• communicate about safety issues.

Lawful basis: Performance of a contract and our legitimate interests in providing effective customer service.

6.5 To process payments and prevent fraud

We use payment, transaction, account and technical information to:

• authorise payments;
• prevent fraudulent purchases;
• identify account misuse;
• investigate chargebacks;
• protect customers and our business;
• comply with payment-provider requirements.

Lawful basis: Performance of a contract, compliance with legal obligations and our legitimate interests in preventing fraud and financial loss.

6.6 To comply with legal requirements

We may process information to:

• maintain accounting and tax records;
• comply with food-safety requirements;
• investigate adverse reactions;
• manage product recalls;
• respond to regulatory authorities;
• respond to court orders;
• prevent crime;
• establish or defend legal claims.

Lawful basis: Compliance with a legal obligation and our legitimate interests in protecting our legal rights.

6.7 To operate and secure the website

We may use technical, account and usage information to:

• host and maintain the website;
• detect malicious activity;
• troubleshoot errors;
• maintain backups;
• test updates;
• prevent unauthorised access;
• monitor performance;
• protect customer accounts;
• improve website reliability.

Lawful basis: Our legitimate interests in operating a secure and reliable ecommerce business.

6.8 To improve our products and services

We may use order, communication and usage information to:

• understand which products are popular;
• assess website performance;
• improve navigation and checkout;
• identify recurring customer-service problems;
• improve product descriptions;
• plan stock and promotions;
• conduct customer research.

Where analytics involve non-essential cookies or similar technologies, we will obtain consent where required.

Lawful basis: Consent where required, otherwise our legitimate interests in improving our business and services.

6.9 To send marketing communications

We may send information about:

• HareVelle products;
• new product launches;
• discounts;
• bundles;
• replenishment reminders;
• promotions;
• competitions;
• educational content;
• back-in-stock notices.

We may send electronic marketing where:

• you have consented; or
• the existing-customer exception, commonly called the soft opt-in, legally applies.

The existing-customer exception generally requires that the contact details were obtained during a sale or genuine sales discussion, the marketing relates to similar products, and the customer was given a clear opportunity to opt out when the details were collected and in every subsequent message.

You can unsubscribe at any time by:

• selecting the unsubscribe link in an email;
• updating your account preferences;
• contacting support@harevelle.com.

Withdrawing from marketing will not stop essential communications about your account, orders, payments, deliveries, recalls or legal notices.

Lawful basis: Consent or legitimate interests where the applicable electronic-marketing rules permit it.

6.10 To personalise your experience

Where permitted, we may use:

• recommend relevant products;
• display relevant website content;
• remember your preferences;
• personalise communications.

We will obtain consent before using non-essential tracking technologies where consent is required.

Lawful basis: Consent or legitimate interests, depending on the technology and purpose.

6.11 To administer reviews, surveys and promotions

We may use personal information to:

• publish and moderate reviews;
• verify that a reviewer purchased a product;
• conduct surveys;
• administer competitions;
• contact winners;
• prevent duplicate or fraudulent entries.

Lawful basis: Performance of a contract, consent and our legitimate interests in collecting genuine customer feedback and administering promotions.

7. Our legitimate interests

Where we rely on legitimate interests, those interests may include:

• operating and improving HareVelle;
• protecting customers;
• securing our website;
• preventing fraud;
• maintaining accurate business records;
• providing customer service;
• understanding product performance;
• recovering debts;
• defending legal claims;
• sending permitted marketing to existing customers;
• managing our relationship with suppliers and service providers.

Before relying on legitimate interests, we consider whether the processing is necessary and whether your rights and interests override our business interests.

You can object to processing based on legitimate interests by contacting support@harevelle.com.

8. Who we share information with

We do not sell your personal information for money.

We may disclose personal information to the following recipients where reasonably necessary.

8.1 Specialist Supplements Ltd

Specialist Supplements Ltd may provide:

• own-label production;
• product storage;
• order fulfilment;
• packing;
• dropshipping;
• dispatch;
• returns assistance;
• product-safety investigation;
• recall support.

For a dropshipped order, we may provide:

• customer or recipient name;
• delivery address;
• email address;
• telephone number;
• product and quantity ordered;
• delivery instructions;
• order reference.

Specialist Supplements’ trade privacy policy expressly recognises that it processes customer information supplied for dropshipped orders and states that access is restricted to authorised personnel and protected through security measures.

Depending on the processing activity, Specialist Supplements Ltd may act:

• as a processor acting on HareVelle’s instructions; or
• as an independent controller where it must process information for its own legal, regulatory, product-safety or record-keeping obligations.

Customers should normally contact HareVelle rather than Specialist Supplements directly concerning an order.

8.2 Payment providers

We may share information with payment processors such as Stripe, PayPal, card networks and banks to:

• authorise payments;
• process refunds;
• prevent fraud;
• manage disputes and chargebacks.

8.3 Website and technology providers

These may include providers of:

• WordPress and WooCommerce services;
• hosting and cloud infrastructure;
• content-delivery and website-security services, including Cloudflare;
• database and authentication services, which may include Supabase;
• Google account authentication;
• backups;
• technical support;
• website development.

8.4 Delivery companies

We may disclose delivery information to:

• Royal Mail;
• courier companies;
• postal operators;
• customs agents;
• fulfilment partners;
• parcel-tracking providers.

The relevant courier may process delivery information under its own privacy notice.

8.5 Marketing and customer-communication providers

These may include providers of:

• transactional emails;
• newsletters;
• customer relationship management systems;
• hosting or services;
• email-delivery infrastructure;
• SMS services;
• surveys;
• product reviews;
• customer support.

Marketing providers receive only information reasonably necessary to provide the relevant service.

8.6 Analytics and advertising providers

Where you have provided any required consent, information may be shared with:

• website analytics providers;
• advertising platforms;
• social media platforms;
• conversion-measurement providers;
• audience-management providers.

These providers may use cookies, pixels or similar technologies.

You can manage your choices through our cookie preference centre.

8.7 Business transfers

If HareVelle or part of its business is sold, reorganised, financed or transferred, information may be disclosed to prospective purchasers, advisers, investors or lenders.

We will take reasonable steps to ensure that information remains protected and is used consistently with this policy.

9. International transfers

Some providers may process personal information outside the United Kingdom.

This may arise where we use international:

• payment processors;
• hosting providers;
• authentication providers;
• cloud services;
• analytics platforms;
• marketing providers;
• customer-support services.

You may contact support@harevelle.com for further information about the safeguards used for a particular transfer.

10. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, product-safety and reporting requirements.

We may keep information longer where:

• there is an unresolved complaint;
• legal proceedings are possible or ongoing;
• fraud is suspected;
• a product-safety investigation is active;
• a regulator requires it;
• tax law requires it.

When information is no longer required, we will delete it, anonymise it or securely dispose of it.

11. Cookies and similar technologies

HareVelle uses cookies and similar technologies.

These may include:

Strictly necessary cookies

These are required for services such as:

• keeping products in your basket;
• remembering cookie choices;
• completing checkout;
• fraud prevention;
• security;
• logging into an account;
• processing payments.

These technologies may be used without consent where they are genuinely essential to provide a service requested by the user.

Functional cookies

These may remember:

• currency;
• region;
• language;
• account preferences;
• previously viewed products.

Analytics cookies

These help us understand:

• how visitors use the website;
• which pages are popular;
• whether errors occur;
• how customers move through checkout.

Advertising cookies

These may help:

• measure advertising performance;
• limit repeated adverts;
• create audiences;
• personalise advertising;
• understand whether an advert resulted in a purchase.

Except where an exemption applies, non-essential cookies should not be activated until the visitor has consented.

You can:

• accept or reject categories through the cookie banner;
• change choices through the cookie preference centre;
• remove cookies using browser settings.

Rejecting certain cookies may reduce functionality but should not prevent access to basic website content.

Further details should be provided in our [Cookie Policy].

12. Marketing choices

You can stop receiving marketing at any time.

You can:

• use the unsubscribe link in any marketing email;
• update your account preferences;
• contact support@harevelle.com;
• reject marketing cookies through the cookie preference centre.

We may retain your email address on a suppression list after you unsubscribe. This is necessary to ensure that we do not accidentally add you back to marketing.

Unsubscribing from marketing will not prevent us from sending:

• order confirmations;
• payment receipts;
• dispatch notifications;
• delivery updates;
• recall or safety notices;
• replies to customer-support requests;
• material updates to an active subscription or account.

13. Security

We use reasonable technical and organisational measures designed to protect personal information.

These may include:

• encrypted connections;
• access controls;
• password hashing;
• multi-factor authentication for administrative systems;
• firewalls;
• security monitoring;
• malware protection;
• restricted staff access;
• backups;
• payment tokenisation;
• confidentiality requirements for suppliers;
• software updates;
• incident-response procedures.

No internet transmission or electronic storage system is completely secure. You are responsible for keeping your password confidential and should contact us if you suspect unauthorised account access.

14. Data breaches

Where a personal-data breach occurs, we will:

• investigate it;
• take steps to contain the incident;
• assess the risk to affected individuals;
• notify the ICO where legally required;
• notify affected individuals where the breach is likely to result in a high risk to their rights and freedoms;
• take reasonable steps to reduce further harm.

15. Your rights

Depending on the circumstances and lawful basis used, you may have the right to:

Be informed

You have the right to understand how your personal information is collected and used.

Request access

You may request a copy of personal information we hold about you.

Request correction

You may ask us to correct inaccurate or incomplete information.

Request erasure

You may ask us to delete information where there is no lawful reason for us to continue keeping it.

This right does not apply in every situation, including where records must be retained for legal, tax, fraud-prevention or product-safety purposes.

Request restriction

You may ask us to temporarily restrict how information is used in certain circumstances.

Request data portability

Where processing is based on consent or contract and carried out automatically, you may be able to request information in a structured, commonly used and machine-readable format.

Object to processing

You may object to processing based on legitimate interests.

You have an absolute right to object to personal information being used for direct marketing.

Withdraw consent

Where we rely on consent, you may withdraw it at any time.

Withdrawal does not make earlier processing unlawful.

Rights concerning automated decisions

You may have rights where a decision is made solely through automated processing and produces legal or similarly significant effects.

HareVelle does not currently make solely automated decisions that have legal or similarly significant effects on customers.

Payment and fraud-prevention providers may use automated risk tools under their own systems and privacy notices.

Complain

You may complain to us at:

• support@harevelle.com

You may also complain to the UK Information Commissioner’s Office.

We would appreciate the opportunity to resolve your concern before you contact the ICO, although you are not required to contact us first.

16. How to exercise your rights

To exercise a privacy right, email:

• support@harevelle.com

Include:

• your name;
• the email address associated with your account;
• your order number, where relevant;
• the right you wish to exercise;
• sufficient information to identify the relevant records.

We may request reasonable evidence of identity before releasing or changing personal information.

We will not normally charge a fee. A reasonable fee may be charged, or a request refused, where permitted by law because it is manifestly unfounded or excessive.

We normally respond without undue delay and within one month. Complex or multiple requests may sometimes permit an extension, in which case we will explain the reason.

17. Children

The HareVelle website and online purchasing service are intended for adults aged 18 or over.

We do not knowingly allow children to create customer accounts or place orders.

Some products may be formulated or labelled as suitable for younger people, but any purchase must be completed by an adult who is responsible for checking:

• age suitability;
• dosage;
• ingredients;
• warnings;
• professional advice where appropriate.

Contact support@harevelle.com if you believe that a child has provided personal information without appropriate authorisation.

18. Social media

When you interact with HareVelle on a social media platform, both HareVelle and the platform may process information.

This may include:

• your username;
• profile details;
• comments;
• direct messages;
• reactions;
• competition entries;
• advertising interactions.

The social media provider processes information under its own privacy policy.

Avoid sharing order information, addresses, medical information or payment information publicly on social media.

19. External links

Our website may contain links to third-party websites.

We are not responsible for how external websites collect or use personal information. You should review the privacy policy of the relevant website before providing information.

20. Changes to this policy

We may update this Privacy Policy to reflect:

• changes in law;
• changes to our website;
• new products or services;
• changes to suppliers;
• new payment, fulfilment or marketing providers;
• changes in how we process personal information.

The updated version will be published on this page with a revised “last updated” date.

Where a change materially affects how we use personal information, we will provide additional notice where appropriate.

21. Contact us

Questions, complaints and data-protection requests should be sent to:

• HareVelle
• Email: support@harevelle.com