Privacy statement

Last updated: 3 September 2026

Puro B.V. respects your privacy and handles your personal data with care. In this privacy statement, we explain what personal data we collect, what we use it for, who we share it with, how long we keep it, and what rights you have.

1. Who is responsible for your personal data?

Puro B.V. is responsible for the processing of personal data as described in this privacy notice.

Puro B.V.
Stevert 34
5524 KC Steensel
Netherlands

Chamber of Commerce number: 17042683
Email: [email protected]
Telephone: +31 (0)497 517 614
Website: https://www.puro.nl

2. To whom does this privacy notice apply?

This privacy notice applies to:

visitors to our website;
private and business customers;
people who create an account;
users of our Feed Finder and the virtual animal passport;
people who contact our customer service team;
recipients of our newsletter and marketing communications;
people who leave a review, photo or other contribution on our site;
participants in promotions and prize draws.

3. What personal data do we process?

Depending on how you use our website and services, we may process the following personal data:

first name and surname;
billing and delivery address;
postcode and town;
country;
telephone number;
email address;
company name and business contact details;
order, returns and purchase details;
account and login details;
payment status and transaction details;
your bank account number, if required – for example, in the event of a refund;
order number;
the content of messages and correspondence;
photos uploaded by you;
information about your dog or cat that you enter into the VoerVinder or the virtual pet passport;
reviews and other contributions posted by you;
IP address;
device, browser and technical data;
information about your use of our website;
cookie data and similar online identifiers;
other personal data that you provide to us yourself.

We ask that you do not provide any personal data about yourself that is not necessary for your order, enquiry or the advice you require.

4. Orders, payments and delivery

When you place an order, we use your personal data to:

to process your order;
to process the payment;
to deliver your order;
to keep you informed about the status of your order;
to process returns, refunds and cancellations;
to deal with warranty enquiries and complaints.

To this end, we process, amongst other things, your name, contact details, billing and delivery addresses, order details, payment status and, where applicable, your bank account number.

The legal basis for this processing is the performance of the contract with you or the taking of steps at your request prior to entering into a contract.

5. Administration and legal obligations

We process order, invoice and payment details for our financial records. We may also process personal data in order to comply with tax and other legal obligations.

The legal basis for this is compliance with a legal obligation.

6. Your account

When you create an account, we use your personal data to:

to manage and secure your account;
to store your address and contact details;
to display your previous and current orders;
to make placing future orders easier;
link your dog’s or cat’s virtual passport to your account.

The legal basis for this processing is the performance of the contract with you.

Your account details will be retained for as long as your account remains active. You can update your details yourself within your account. You can also request that your account be deleted.

Data that we are required to retain by law, such as certain invoice and payment details, will not be deleted immediately when you delete your account.

7. VoerVinder and virtual pet passport

Using our Food Finder, you can enter details about your dog or cat to receive a suitable product recommendation. This may include, amongst other things:

the type of pet;
age and stage of life;
weight and size;
activity;
dietary preferences;
any allergies or intolerances;
special dietary requirements.

Based on the details you have entered, the VoerVinder automatically provides a feeding suggestion.

The details you have entered and the results from the VoerVinder are stored in your dog’s or cat’s virtual passport within your account. You can view, edit or delete this information yourself at any time.

We will retain this data for as long as your account remains active or until you delete the data yourself from the virtual pet passport. When you delete your account, we will also delete the associated virtual pet passport, unless we are required to retain certain information in accordance with a legal obligation.

The recommendations provided by VoerVinder have no legal or similar significant implications for you. They constitute general product and nutritional advice and do not constitute veterinary advice. If your pet has any health problems, we advise you to contact a vet.

8. Customer service and personalised advice

When you contact us, we process your contact details and the content of your enquiry. If you request nutritional advice, we may also process information about your dog or cat.

We use this data to:

to answer your question;
to provide personalised product or dietary advice;
to resolve complaints and problems;
to handle returns, damage claims and warranty claims;
to improve our customer service.

If you upload a photo – for example, of a damaged order – please ensure that no people or other unnecessary personal data are visible in the image.

The legal basis for this processing is the performance of the contract or our legitimate interest in providing our customers with the best possible service and improving our services.

As a general rule, we retain correspondence with our customer service department for a maximum of two years after your enquiry or complaint has been resolved. Where data is required for an ongoing dispute, a warranty claim or a legal obligation, we may retain it for a longer period.

As a general rule, uploaded photographs are retained for a maximum of two years after the report has been dealt with, unless they are required for a longer period in connection with an ongoing dispute.

9. Newsletter and commercial communications

When you subscribe to our newsletter, we will use your email address and, where applicable, your name to keep you informed about:

our products;
offers and promotions;
nutritional advice;
News from Puro;
relevant services and developments.

The legal basis for this is your consent. You can withdraw your consent at any time via the unsubscribe link at the bottom of each newsletter.

If you are already a customer of ours, we may, subject to the applicable legal conditions, provide you with information about our own, similar products. You may object to this at any time, free of charge.

We will retain your data for the newsletter until you unsubscribe. After you have unsubscribed, we may retain a minimal record of your email address to ensure that you do not inadvertently receive commercial emails again.

Opting out of commercial messages will not affect essential service messages relating to an order, account or payment.

10. Website analysis and improvement

We may process data relating to the use of our website in order to:

to understand how visitors use our website;
to improve its functionality and user-friendliness;
to resolve technical issues;
to better tailor the content and range to our visitors.

Where we use non-essential cookies or similar technologies for this purpose, we do so only after you have given your consent.

11. Security and fraud prevention

We process technical data, such as IP addresses, device characteristics and log data, in order to:

to secure our website and customer accounts;
to prevent and investigate abuse and fraud;
to prevent unauthorised access;
to resolve technical faults;
to protect our rights and those of our customers.

The basis for this is our legitimate interest in ensuring a secure and reliable online shop.

As a general rule, we retain technical log and security data for a maximum of six months. Where data is required for investigations into fraud, misuse or a security incident, we may retain it for longer.

12. Reviews, photos and competitions

When you submit a review, photo or other contribution to us, we may process and publish it as explained to you at the time of submission.

In doing so, we may process your name, review, rating, photograph and information about your pet. If we wish to use your contribution for promotional purposes, we will ask for your consent where this is required by law.

You may withdraw your consent at any time. Withdrawal does not affect the lawful use of your data prior to the time of withdrawal.

We retain reviews and user-submitted content for as long as they remain published or until it is appropriate to remove them.

Additional terms and conditions and privacy information may apply to a promotion or prize draw. Participants’ data will not be retained for longer than is necessary for the implementation and administrative processing of the promotion in question.

13. Business customers and business contacts

We process business contact details for:

responding to business enquiries;
drawing up quotations;
the performance of contracts;
customer relationship management;
business communication;
providing information about relevant products and services.

The legal basis for this is the performance of a contract, the taking of preparatory measures, or our legitimate interest in establishing and maintaining business relationships.

14. Mandatory and optional information

In order to place and deliver an order, we require certain personal details, such as your name, delivery address, email address and payment details. Without this information, we cannot process your order.

Information that is not essential is marked as optional. You are not required to subscribe to the newsletter in order to place an order.

15. How long do we retain personal data?

We do not retain personal data for longer than is necessary for the purpose for which it was collected, unless we are required to retain the data for longer due to a legal obligation or a legal dispute.

As a general rule, we apply the following retention periods:

Order, invoice and payment details: seven years, insofar as these form part of our tax records.
Other ordering and delivery details: for as long as is necessary to fulfil the order, honour the warranty, deal with complaints and address any potential legal claims.
Account details: for as long as your account remains active.
Feed Finder data and the virtual animal passport: for as long as your account exists or until you delete this data yourself.
Customer service and correspondence: no later than two years after completion.
Uploaded photos: no later than two years after the report has been dealt with.
Newsletter details: until you unsubscribe.
Technical log and security data: in principle, a maximum of six months.
Reviews and reader contributions: for as long as they are published or until it is appropriate to remove them.
Cookie data: in accordance with the time limits set out in our cookie policy or cookie settings.

Where a statutory retention period applies, this takes precedence over a request for earlier deletion.

16. Who do we share personal data with?

We only share personal data where this is necessary for the provision of our services, where you have given your consent, or where we are legally obliged to do so.

We may share personal data with:

suppliers to our online shop and hosting provider;
parties responsible for technical management and security;
payment providers and banks;
the payment method provider you have chosen;
carriers, including DPD when it delivers your order;
suppliers of accounting and administrative software;
email and newsletter providers;
customer service and communication services;
analytics and security providers;
review and rating platforms, including Google;
professional advisers, such as accountants, lawyers and insurers;
government bodies and regulatory authorities where we are legally obliged to provide data.

If you choose a payment method such as iDEAL/Wero, Bancontact, PayPal or Klarna, the details required for the payment will be shared with the relevant payment provider. The processing carried out by that provider may also be subject to its own privacy policy.

We only provide a courier with the information necessary to deliver your order, such as your name, delivery address and, where applicable, your email address and telephone number for delivery updates.

Where necessary, we enter into agreements with parties that process personal data solely on our behalf regarding the protection of your data.

We do not sell your personal data.

17. Data we receive from other parties

In most cases, we receive your personal data directly from you. In some situations, we may receive data from other parties, for example:

a payment provider that confirms whether a payment has been successful;
a carrier that provides information about the delivery;
a review platform on which you have posted a review;
a business contact who passes on your contact details;
public business sources, such as the Companies Register.

We use this data solely for the purposes for which we received it and for which there is a valid legal basis.

18. Transfer outside the European Economic Area

Some suppliers may process personal data outside the European Economic Area.

When this happens, we ensure that there is a valid legal basis and appropriate safeguards in place. This could, for example, be an adequacy decision by the European Commission or the use of approved standard contractual clauses.

Please contact us if you would like further information about the safeguards that apply to a specific transfer.

19. Cookies and similar technologies

Our website uses cookies and similar technologies.

Essential cookies are used to ensure that the website and online shop function correctly and securely. For analytical, personalisation and marketing cookies, we ask for your consent in advance where this is required by law.

Using the cookie settings on our website, you can:

see which cookies and services are used;
set your preferences;
refuse non-essential cookies;
amend or withdraw consent previously given.

Withdrawing consent has no effect on processing operations that took place lawfully prior to the withdrawal.

Further information about the cookies we use, our suppliers, their purposes and retention periods can be found in our cookie policy and via the cookie settings at the bottom of our website.

20. External websites and Google Reviews

Reviews and links to Google Reviews may be displayed on our website. When content is loaded directly from an external service, that provider may receive technical data. This depends on the technical configuration of our website and your cookie preferences.

Our website also contains links to websites operated by other organisations. Puro is not responsible for the way in which these external organisations process personal data. Please refer to the privacy policy of the organisation in question.

21. Automated decision-making

Puro does not make any decisions based solely on automated processing that have legal or similarly significant consequences for individuals.

The VoerVinder automatically provides a product recommendation based on the details you have entered about your pet. You are not obliged to follow this recommendation. You can always contact our customer service team for personalised advice.

22. Children’s personal data

Our website and services are not intended for persons under the age of sixteen who provide personal data without the consent of a parent or legal guardian.

We cannot always verify the age of a website visitor. We therefore advise parents and carers to take an active interest in their children’s online activities.

Do you believe that we have collected personal data from a minor without the appropriate consent? If so, please contact us at [email protected]. We will investigate the report and delete the data if there is no valid basis or statutory retention obligation for its retention.

23. Your privacy rights

Depending on the circumstances, you have the right to:

to access your personal data;
to have incorrect or incomplete information corrected;
to have your personal data deleted;
to have the processing of your personal data restricted;
to object to the processing;
to object to direct marketing;
to receive your personal data in a portable format;
to withdraw consent that has been given;
to receive information about automated decision-making.

You can send a request to [email protected].

We will respond without undue delay and, in principle, within one month. If a request is complex or if we receive a large number of requests, we may extend this period by up to two months, subject to the conditions laid down by law. We will inform you within the first month of any such extension and the reason for it.

Your rights are not always unrestricted. For example, we may need to retain certain personal data due to a legal obligation or a legal dispute. If we do not comply with your request, or do not comply with it in full, we will explain why.

24. Verification of your identity

We must ensure that personal data is not disclosed to the wrong person. We may therefore verify your identity using information we already hold, for example via your account or email address.

We will only ask for further information if we have reasonable grounds to doubt your identity. We do not routinely ask for a copy of your identity document.

If a redacted copy of an identity document is nevertheless required, we will explain why this is necessary, which details you need to redact, and how we will secure and delete the copy.

25. Making a complaint

Do you have a complaint about the way in which we process your personal data? If so, please contact us via [email protected]. We would be happy to work with you to resolve your complaint.

You also have the right to lodge a complaint with the Dutch Data Protection Authority:

https://autoriteitpersoonsgegevens.nl/een-tip-of-klacht-indienen-bij-de-ap

26. How do we protect personal data?

Puro takes appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, unauthorised disclosure and unauthorised alteration.

Depending on the purpose of the processing, we use, amongst other things:

secure connections;
access restrictions;
secure storage and backups;
up-to-date security software;
appropriate arrangements with suppliers;
regular review of access rights;
procedures for security incidents and data breaches.

Do you have any evidence that personal data is not being properly protected or is being misused? If so, please contact us as soon as possible via [email protected].

27. Changes to this privacy notice

We may amend this privacy notice if our services, website, suppliers or the applicable regulations change.

The most up-to-date version is always available on our website. In the event of significant changes, we will inform those concerned in an appropriate manner. The date of the last update is shown at the top of this statement.