Privacy Policy

Vet Products Online (Pty) Ltd
Last updated: 22 October 2026

At Vet Products Online, we respect your privacy and take the protection of your personal information seriously.

This Privacy Policy explains what information we collect, how we use and protect it, and your rights under South Africa’s Protection of Personal Information Act (POPIA).

1. What personal information do we collect?

When you shop with us, create an account or contact us, we may collect:

  • Your name and surname.
  • Email address and telephone number.
  • Billing and delivery addresses.
  • Account details, where you choose to register.
  • Order history, invoices and payment confirmations.
  • Information you provide when contacting us about orders, returns or enquiries.
Technical Information

We may also collect technical information, such as your IP address, browser information and website activity, through cookies and similar technologies.

We collect personal information for specific, legitimate business purposes.

2. Why do we need your information?

We use your personal information to:

  • Process payments and fulfil orders.
  • Arrange deliveries and provide tracking information.
  • Communicate about orders, payments, deliveries and enquiries by email, telephone or WhatsApp.
  • Manage returns, refunds and customer accounts.
  • Maintain financial and business records.
  • Keep our website secure and functioning properly.
  • Comply with applicable legal requirements.
Guest Checkout and Required Information

Customers may shop as guests or create an account, where these options are available.

Certain information, such as contact details and delivery addresses, is necessary to complete an order. Without it, we may be unable to process or deliver a purchase.

3. How are payments handled?

Online payments are processed through third-party payment service providers.

Vet Products Online does not store customers’ full payment card numbers or card security codes (CVV) on its website or servers.

We retain the transaction information necessary to confirm payments, process refunds and maintain financial records.

Payment service providers process payment information in accordance with their own privacy and security policies.

4. When do we share your information?

We share personal information only where reasonably necessary to operate our business, fulfil orders or meet legal obligations.

This may include sharing relevant information with:

  • Payment service providers.
  • Courier and delivery companies.
  • Website hosting and technical service providers.
  • Providers assisting with business administration, inventory management and accounting.
  • Regulatory or legal authorities where required by law.
Messaging Services

We may also use third-party messaging services, such as WhatsApp, to communicate with customers about their orders and enquiries. These services process information in accordance with their own privacy policies.

We do not sell customers’ personal information.

5. Do we send marketing communications?

We do not currently send promotional marketing emails or newsletters.

Customers may still receive emails, WhatsApp messages or other communications relating to orders, payments, deliveries, refunds or customer service enquiries.

If we introduce marketing communications in future, we will implement appropriate consent and opt-out arrangements in accordance with applicable legislation.

6. Do we use cookies?

Yes. Our website uses cookies to support essential functions, such as shopping baskets, checkout and remembering website preferences.

Cookies and similar technologies may also be used to understand website activity and improve our services.

Our website displays a cookie consent banner with Accept and Decline options. Cookie preferences are managed through the options provided by that banner.

Customers can also manage cookies through their browser settings. Disabling certain cookies may affect how the website functions.

7. How do we protect your information?

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

These measures include password protection, controlled access to business systems and two-factor authentication where available and appropriate.

Although we take information security seriously, no online system can be guaranteed to be completely secure.

8. How long do we keep your information?

We retain personal information only for as long as reasonably necessary to:

  • Complete orders and provide customer support.
  • Maintain relevant business and financial records.
  • Meet legal, tax and regulatory obligations.
  • Resolve disputes or address legitimate business requirements.

When information is no longer required, we take reasonable steps to delete or securely dispose of it, unless retention is required or permitted by law.

9. Is your information processed outside South Africa?

Some of our third-party service providers operate internationally and may store or process personal information outside South Africa.

Where personal information is transferred internationally, we take reasonable steps to ensure appropriate safeguards are in place and that transfers comply with applicable South African data protection legislation.

10. What are your rights under POPIA?

Subject to applicable law, customers have the right to:

  • Ask what personal information we hold about them.
  • Request access to their personal information.
  • Request correction of inaccurate or outdated information.
  • Request deletion of information where legally permitted.
  • Object to certain uses of their personal information.
  • Lodge a complaint with the Information Regulator.
Verification and Retention

We may need to verify a customer’s identity before processing a request to prevent unauthorised access to personal information.

Certain records may need to be retained even after a deletion request, where required or permitted by law.

11. What about children’s personal information?

Our website is intended for customers aged 18 years and older.

We do not knowingly collect or process personal information from children under 18 without the consent of a parent or legal guardian, unless otherwise permitted by law.

12. How can you contact us about privacy?

If you have questions, would like to access or correct your information, or have concerns about how your information is handled, please contact us.

Contact Details

Vet Products Online (Pty) Ltd
Email: support@vetproductsonline.co.za
Telephone: 033 263 1608

Our physical address and full business details are available on our Contact Information page.

Privacy enquiries will be referred to our registered Information Officer where appropriate.

Information Regulator

We encourage customers to contact us first with any privacy-related concerns so that we have the opportunity to investigate and resolve the matter directly.

Should a concern remain unresolved, customers may lodge a complaint with the Information Regulator of South Africa (www.inforegulator.org.za; POPIAComplaints@inforegulator.org.za; 010 023 5200). Customers may also approach the Regulator directly.

13. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, website or legal requirements.

The latest version will be available on our website, with the date of the most recent update displayed above.