Privacy Policy
Privacy Policy
Last updated: 24 August 2026
At Chi Life, we respect your privacy and take the security of your personal information seriously.
This Privacy Policy explains how Chi Life collects, uses, stores and protects personal information when you visit our website, create an account, place an order, contact us or otherwise interact with Chi Life.
We aim to be clear and transparent about how your information is used.
This Privacy Policy should be read alongside our Terms & Conditions and Returns & Refunds Policy
1. Who we are
Chi Life is a sole trader business based in England and Wales.
For data protection purposes, Chi Life is the data controller responsible for your personal information.
Chi Life
Email: [email protected]
2. What personal information do we collect?
Depending on how you interact with Chi Life, we may collect the following information:
Information you provide when placing an order
This may include:
your name;
billing and delivery address;
email address;
telephone number, where provided;
details of the products you order;
order and transaction information;
information relating to returns, refunds or customer-service enquiries.
Information you provide when creating an account
If you choose to create a Chi Life customer account, we may collect your name, email address, delivery and billing information and account login information.
You can also choose to check out as a guest without creating a customer account.
Information you provide when contacting us
If you contact Chi Life by email or another available method, we may keep records of your correspondence and any information you provide so that we can respond to your enquiry and keep an appropriate record of our communications.
Technical and website information
When you visit our website, certain technical information may be collected automatically, depending on the cookies and other technologies enabled on our website.
This may include information such as:
IP address;
browser and device type;
pages visited;
approximate location derived from technical information;
how you arrived at our website;
information about how you interact with our website; and
website usage and analytics information.
We use Google Analytics to help us understand how visitors use our website and to improve the website and our services.
Non-essential analytics cookies and similar technologies will only be used where the appropriate consent has been obtained.
3. How we use your personal information
We use personal information for purposes including:
Processing and fulfilling orders
We use your information to:
process your order;
take and administer payment;
arrange delivery;
provide order confirmations and updates;
provide customer support;
process cancellations, returns and refunds; and
communicate with fulfilment or delivery partners where necessary to fulfil your order.
Managing customer accounts
Where you create an account, we use your information to maintain and administer your account and make future purchases easier.
Customer service
We use information you provide to respond to questions, complaints and other enquiries and to keep appropriate records of our communications.
Improving our website and business
We may use website usage and analytics information to understand how visitors use Chi Life, identify areas for improvement and develop our products, services and website.
Legal and regulatory purposes
We may process and retain information where necessary to comply with legal obligations, including accounting, taxation, consumer-protection and other legal requirements.
Fraud, security and protection of our business
We may use relevant information where reasonably necessary to prevent fraud, protect our website and systems, investigate suspicious activity and protect our legal rights.
Marketing
If you choose to subscribe to Chi Life marketing communications, we may use your contact information to send you information about Chi Life, including new products, offers and other news that may be relevant to you.
We will only send direct marketing where we have an appropriate lawful basis to do so.
Where marketing is based on consent, you can withdraw your consent at any time.
Every marketing email will provide an appropriate way to unsubscribe.
4. Our lawful bases for using your information
Data protection law requires us to have a lawful basis for processing personal information.
Depending on what we are doing, we may rely on one or more of the following lawful bases:
Contract
We need to use certain personal information to enter into and perform our contract with you.
For example, we need your name and delivery address to fulfil an order.
Legal obligation
We may need to process certain information because we are legally required to do so, such as maintaining appropriate financial and accounting records.
Legitimate interests
We may process information where this is reasonably necessary for our legitimate business interests, provided that those interests are not overridden by your rights and interests.
Examples may include maintaining website security, preventing fraud, improving our services and responding to customer enquiries.
Consent
Where we rely on consent, we will ask you to provide it through an appropriate positive action.
For example, we may rely on consent for certain marketing communications or non-essential cookies.
You can withdraw consent at any time. Withdrawal of consent does not affect processing that took place lawfully before consent was withdrawn.
5. Who do we share your information with?
We do not sell your personal information.
We may share information with carefully selected third parties where this is necessary to operate Chi Life and provide your order or services to you.
These may include:
Website and ecommerce provider
Freewebstore provides the ecommerce platform on which the Chi Life website operates. Information may be processed through Freewebstore's systems in connection with website operation, customer accounts, orders and related services.
Payment providers
We currently offer payment through:
Ryft
PayPal
Payment information is processed by the relevant payment provider. Chi Life does not intentionally store your full payment-card details.
Email provider
We use Gmail/Google for our Chi Life business email account.
Your correspondence with Chi Life may therefore be processed through Google's systems.
Fulfilment and dropshipping suppliers
Some Chi Life products are fulfilled and dispatched by third-party suppliers.
Where necessary to fulfil an order, we may provide the supplier with information such as your name, delivery address, contact details and order information.
Our current fulfilment and dropshipping suppliers include:
Simply2pets
Gor Pets
Wow Dog
Furever Paws
Akamuti
Prodigi
We may also work with additional suppliers or fulfilment partners in the future. Where this occurs, we will only provide information that is reasonably necessary to fulfil the relevant order and will update this Privacy Policy where appropriate.
Other service providers
We may also use other carefully selected service providers where reasonably necessary for website operation, payment processing, delivery, customer service, security, accounting, analytics or other legitimate business purposes.
We require appropriate safeguards where third parties process personal information on our behalf.
6. International transfers
Some of the organisations we use may process personal information outside the United Kingdom.
Where personal information is transferred outside the UK, we will take appropriate steps to ensure that the transfer is permitted under applicable UK data protection law and that appropriate safeguards are in place where required.
This may include relying on an adequacy decision or appropriate contractual safeguards, depending on the circumstances.
The ICO's current guidance confirms that transfers to separate organisations outside the UK can trigger specific UK GDPR requirements
7. How long do we keep your information?
We keep personal information only for as long as reasonably necessary for the purposes for which it was collected, including where we need to retain information to comply with legal, accounting, tax or regulatory requirements.
Different information may therefore be retained for different periods.
For example:
Type of information General retention approach
Order and transaction information Retained for as long as reasonably necessary to fulfil the order, deal with queries and returns, and comply with legal and accounting obligations
Customer correspondence Retained for as long as reasonably necessary to deal with the enquiry and maintain appropriate business records Customer account information Retained while the account remains active, unless a longer retention period is required by law
Marketing information Retained while you remain subscribed, or until you withdraw your consent/unsubscribe, subject to limited record-keeping requirements
Analytics information Retained in accordance with the settings and retention periods applicable to the analytics service we use
Where information is no longer required, we will securely delete it or anonymise it where appropriate.
8. Cookies and analytics
Our website uses cookies and similar technologies.
Some cookies are necessary for the website to function properly, for example to enable essential website or shopping functionality.
We may also use non-essential cookies and similar technologies, including Google Analytics, to understand how visitors use our website and improve our services.
Where required by law, we will ask for your consent before placing or using non-essential cookies.
You can manage your cookie preferences through the cookie controls provided on our website.
The ICO's current guidance requires organisations to explain what cookies do and why they are used, and generally requires consent before non-essential cookies are placed on a user's device.
9. Direct marketing
If you subscribe to receive Chi Life marketing communications, we may use your email address to send you relevant information about Chi Life.
You can unsubscribe at any time using the unsubscribe facility provided in our marketing communications or by contacting us at:
We will respect your decision and stop sending marketing communications where required.
We will not make receiving marketing communications a condition of purchasing from Chi Life.
Where consent is used as the lawful basis for marketing, consent will involve a clear positive opt-in and will not be obtained simply because you have accepted our Terms & Conditions. The ICO requires consent to be freely given, specific, informed and based on a positive action.
10. Your data protection rights
Depending on the circumstances and the lawful basis on which we process your information, you may have rights under UK data protection law including:
Right of access
You may ask us for a copy of the personal information we hold about you.
Right to rectification
You may ask us to correct inaccurate or incomplete personal information.
Right to erasure
In certain circumstances, you may ask us to delete your personal information.
This right is not absolute and certain information may need to be retained where we have a legal obligation or another lawful reason to do so.
Right to restrict processing
In certain circumstances, you may ask us to restrict how we process your personal information.
Right to data portability
In certain circumstances, you may request personal information you have provided to us in a structured, commonly used and machine-readable format.
Right to object
In certain circumstances, you may object to our processing of your personal information, particularly where we rely on legitimate interests.
You have an absolute right to object to direct marketing.
Right to withdraw consent
Where we rely on your consent, you can withdraw that consent at any time.
Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.
Not all rights apply in every situation, and some are subject to legal conditions and exemptions.
11. How to exercise your rights
If you would like to exercise any of your data protection rights, please contact us:
Email: [email protected]
We may need to ask for information to verify your identity before providing personal information or making certain changes.
We will respond to valid requests within the time period required by applicable data protection law.
12. Data security
We take reasonable technical and organisational measures to protect personal information against accidental loss, unauthorised access, alteration, disclosure or destruction.
However, no method of transmitting or storing information electronically can be guaranteed to be completely secure.
Where third-party service providers process information on our behalf, we take reasonable steps to use providers offering appropriate security and data protection safeguards.
13. Children's privacy
Chi Life is an online retail business and is not directed specifically towards children.
We do not knowingly seek to collect personal information from children where there is no appropriate legal basis for doing so.
If you believe that a child has provided us with personal information in circumstances where it should not have been collected, please contact us so that we can investigate and take appropriate action.
14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, the services we use, our processing activities or applicable legal requirements.
When we make changes, we will update the "Last updated" date at the top of this policy.
We recommend checking this page periodically for the latest version.
15. Complaints
If you have concerns about how Chi Life handles your personal information, please contact us first at:
You also have the right to complain to the UK's data protection regulator:
Information Commissioner's Office (ICO)
The ICO provides information about data protection rights and how to make a complaint through its website.
16. Contact us
If you have any questions about this Privacy Policy or how Chi Life handles your personal information, please contact:
Chi Life
Email: [email protected]