Privacy Policy

Last updated: September 2026

A. Procter and Son Limited ("Procters Health", "Procters Pharmacy", "we", "our", "us") is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy explains how we collect, use, disclose, store and protect personal information when you visit proctershealth.co.uk, create an account, place an order, contact us, use our online chat, subscribe to marketing communications or otherwise interact with our online shop.

It also explains your rights under UK data protection law.

Who we are

The website and online shop are operated by:

A. Procter and Son Limited
Company number: 00254256
VAT registration number: 190660167

Registered office:
7-9 The Avenue
Eastbourne
East Sussex
BN21 3YA

A. Procter and Son Limited is the data controller responsible for personal information processed through the Procters Health website and online shop, except where another organisation acts as an independent controller for its own processing.

Privacy contact

If you have a question about this Privacy Policy, want to exercise a data protection right or have a concern about how we use your information, please contact:

Email: info@procters.com
Telephone: 01323 431998

Scope of this Privacy Policy

This Privacy Policy principally applies to information processed through the Procters Health website and online retail operation.

Our pharmacies also process personal information in connection with prescriptions, NHS services, private healthcare services, consultations, patient medication records and other professional pharmacy activities.

Those activities may be subject to separate pharmacy or healthcare privacy notices, professional confidentiality requirements and specific legal obligations.

Where information collected through the online shop becomes part of a pharmacy or clinical service, the relevant healthcare privacy arrangements may also apply.

Information we collect

Information you provide to us

Depending on how you use our website, we may collect information including:

• your name;
• billing and delivery addresses;
• email address;
• telephone number;
• customer account information;
• order and purchase history;
• products purchased or returned;
• payment and refund information;
• delivery or click and collect information;
• marketing preferences;
• correspondence with our customer-service team;
• information submitted through contact forms or live chat;
• product reviews and ratings;
• VAT relief declarations;
• fraud-prevention or account-security information; and
• other information that you choose to provide to us.

We ask that you do not provide medical or other sensitive information through ordinary contact forms, product reviews or live chat unless it is necessary for your enquiry.

Payment information

Payments are processed using third-party payment providers.

Depending on the payment method selected, this may include Shopify Payments, card networks, PayPal, Apple Pay or Google Pay.

We do not normally receive or store your full payment-card number.

Payment providers may process information independently in accordance with their own privacy notices and legal obligations.

Information collected automatically

When you use our website, we may automatically collect information including:

• IP address;
• browser and device information;
• operating system;
• approximate location derived from technical information;
• pages visited;
• products viewed;
• referring pages or websites;
• session information;
• interactions with website features;
• shopping-basket activity;
• cookie identifiers;
• advertising or analytics identifiers; and
• information about how you navigate and use the website.

Health information and other sensitive information

Some information processed by Procters Health may reveal information about your health.

Under UK data protection law, health information can be classed as special-category personal data and receives additional protection.

VAT relief declarations

If you claim VAT relief because you are chronically sick or disabled, we may need to collect information concerning your disability, chronic sickness or eligibility for VAT relief.

We use this information to assess whether VAT relief can properly be applied and to maintain evidence supporting the VAT treatment of the transaction.

We only request information reasonably required for this purpose and do not require customers to provide general medical records.

VAT relief information is kept separately or appropriately restricted where practical and is accessible only where necessary for administration, accounting, tax compliance or another legitimate legal purpose.

We do not use information about a disability or medical condition supplied in a VAT relief declaration for advertising or direct-marketing profiling.

Medicine and pharmacy enquiries

If you voluntarily provide health information when asking us about a medicine or pharmacy matter, that information may also receive additional protection under data protection law.

Where an enquiry needs to be handled as a pharmacy or clinical matter, it may be transferred to an appropriate member of our pharmacy team and become subject to our pharmacy privacy and confidentiality arrangements.

We do not use health information supplied during pharmacist or medicine-safety communications to target advertising to you.

How we use personal information

We may use personal information to:

• process, accept and fulfil orders;
• take and administer payments;
• process refunds;
• arrange delivery or collection;
• operate customer accounts;
• respond to customer enquiries;
• provide customer support and live chat;
• administer returns and complaints;
• conduct appropriate medicine-safety or pharmacy checks;
• process VAT relief claims;
• maintain financial, tax and business records;
• provide transactional communications such as order and delivery updates;
• administer product reviews;
• prevent fraud, misuse and security incidents;
• protect our website and systems;
• improve our website and customer experience;
• understand website performance;
• measure the effectiveness of advertising and marketing;
• send marketing communications where permitted;
• maintain records of marketing preferences;
• establish, exercise or defend legal rights;
• comply with regulatory, professional and legal obligations; and
• manage and operate our business.

We will not use personal information for a materially incompatible purpose unless we have a lawful reason to do so.

Our lawful bases for processing

UK data protection law requires us to have a lawful basis whenever we process personal information.

Contract

We rely on contractual necessity where information is required to take steps at your request or perform our contract with you.

This includes processing information needed to administer your order, payment, delivery, collection, returns and customer account.

Legal obligation

We process information where necessary to comply with legal obligations.

This can include accounting and taxation requirements, VAT records, consumer-protection obligations, regulatory requirements and responding to lawful requests from public authorities.

Legitimate interests

We may rely on our legitimate interests where the processing is reasonably necessary to operate, protect and improve our business and those interests are not overridden by your rights.

Examples include:

• preventing fraud;
• protecting our systems;
• improving customer service;
• maintaining appropriate business records;
• understanding general website performance; and
• establishing or defending legal rights.

Where required, we consider the effect of this processing on your interests and rights.

Consent

We rely on consent where the law requires it or where we have chosen consent as the appropriate basis.

This can include certain marketing communications and the use of non-essential cookies, tracking technologies and advertising technologies.

You can withdraw consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

Special-category information

Where we process information concerning health or disability, we also identify an appropriate condition under Article 9 of the UK GDPR and, where applicable, the Data Protection Act 2018.

For information required to determine and evidence statutory VAT relief, we process the information only to the extent necessary for that purpose and maintain the additional safeguards required for sensitive information.

Health information used for direct-marketing purposes would normally require a substantially higher level of consent. We do not use health information supplied through VAT declarations, pharmacy consultations or medicine-safety enquiries for direct-marketing profiling.

Cookies, analytics and tracking technologies

Our website uses cookies and similar technologies such as pixels, scripts and browser storage.

Some are necessary for the operation of the website, for example to:

• keep products in your basket;
• maintain secure sessions;
• process checkout;
• remember essential settings; and
• help prevent fraud.

We may also use optional technologies for analytics, website improvement and advertising.

These may include services provided by:

• Shopify;
• Google Analytics;
• Google Tag Manager;
• Google Ads;
• Microsoft Clarity; and
• Meta, including Facebook and Instagram services.

Where consent is required, these technologies are controlled through our cookie-consent system and should not be activated until the required permission has been provided.

You can change your cookie preferences through the cookie settings available on our website.

Further information about individual cookies and their purposes is available in our Cookie Policy.

Medicine browsing and advertising

Because we operate an online pharmacy, we recognise that browsing particular medicine or healthcare pages can in some circumstances be sensitive.

We do not intentionally create advertising audiences based on a customer's declared medical condition, VAT relief information or information supplied during a clinical or pharmacy interaction.

Advertising and analytics providers may process information concerning pages viewed or interactions with our website where the relevant technologies have been permitted through your cookie choices.

We take steps to limit the use of personal information for advertising where its use could reveal or intentionally infer sensitive health information.

Marketing communications

We may send information about Procters products, services, promotions and news where permitted by law.

Where you actively subscribe to marketing communications, we may use a verification or double opt-in process.

In some circumstances, data protection and electronic-marketing rules also allow businesses to send marketing about similar products or services to existing customers, provided the relevant legal conditions have been met and customers were given an opportunity to opt out.

Every marketing email we send will provide a straightforward way to unsubscribe.

You may also contact info@procters.com at any time to ask us to stop sending marketing communications.

Unsubscribing from marketing does not prevent us from sending service messages that are necessary for an order, account, payment, delivery, recall, safety matter or other transaction.

Your right to object to direct marketing

You have the right to object to our use of your personal information for direct marketing at any time.

If you object, we will stop using your information for that purpose.

We may retain limited information on a suppression list so that we can record and respect your request not to receive further marketing.

Where we obtain information from

Most personal information is collected directly from you.

We may also receive information from organisations involved in providing our services, including:

• Shopify and ecommerce providers;
• payment providers;
• delivery and collection providers;
• fraud and security providers;
• marketing and analytics platforms;
• customer-service tools;
• public review platforms; and
• professional or regulatory bodies where appropriate.

We may also receive updated delivery, payment, fraud or transaction information from these organisations.

Who we share information with

We only disclose personal information where reasonably necessary for a legitimate purpose or where required by law.

Recipients may include the following types of organisation.

Ecommerce and technology providers

Shopify provides our ecommerce platform, website infrastructure, customer-account functionality and related services.

We may also use technology providers for website hosting, communications, live chat, security, data storage and system administration.

Payment providers

Information required to process payments may be shared with Shopify Payments, payment-card networks, PayPal, Apple Pay, Google Pay and other payment or fraud-prevention providers selected by the customer or used to process a transaction.

Delivery providers

We may provide your name, address, contact details and appropriate order information to Royal Mail, Parcelforce or another courier or delivery provider used to fulfil your order.

For click and collect orders, information may be shared with the relevant Procters pharmacy.

Analytics and advertising providers

Where your cookie choices permit, information may be shared with or collected by providers such as Google, Microsoft and Meta for permitted analytics, measurement or advertising purposes.

Marketing providers

We may use services such as Shopify Email or Mailchimp to administer permitted marketing communications and mailing lists.

Business systems and advisers

We may share information where necessary with organisations providing accounting, email, IT, professional and administrative services, including services such as Google Workspace and Xero.

Information may also be shared with our accountants, lawyers, insurers, compliance advisers and other professional advisers where reasonably necessary.

Regulators and public authorities

We may disclose information to organisations such as HM Revenue & Customs, the Information Commissioner's Office, the General Pharmaceutical Council, law-enforcement bodies, courts or other authorities where required or permitted by law.

Corporate transactions

If our business or part of it is reorganised, sold, merged or transferred, relevant information may be disclosed to professional advisers, prospective purchasers or successor organisations subject to appropriate confidentiality and data-protection safeguards.

We do not sell or rent your personal information to third parties for their own unrelated marketing purposes.

Other organisations' privacy responsibilities

Some organisations receiving information from us act solely on our instructions.

Others, such as certain payment providers, delivery companies and public authorities, may determine independently how they use information for some purposes.

Where another organisation acts as an independent controller, its own privacy policy may also apply to its processing.

International transfers

Some service providers used by Procters Health operate in, or use systems located in, countries outside the United Kingdom.

When a transfer of personal information is subject to UK international-transfer rules, we use an appropriate lawful mechanism.

Depending on the recipient and country, this may include:

• UK adequacy regulations;
• the UK's International Data Transfer Agreement;
• the UK Addendum to approved EU Standard Contractual Clauses; or
• another transfer mechanism permitted by UK data protection law.

Where required, we or the relevant provider also carry out the assessment required by UK data protection law to determine whether the information receives an appropriate standard of protection.

Customer accounts

If you create a customer account, we use your information to provide account functionality such as viewing previous orders and managing account information.

You are responsible for keeping your login details secure and should not share authentication information with anyone else.

You may request closure or deletion of your account.

Closing an account does not necessarily mean that all transaction records will immediately be deleted. We may continue to retain information that is required for tax, accounting, fraud-prevention, pharmacy, regulatory or legal purposes.

Product reviews and testimonials

If you submit a product or business review, information contained in that review may be published.

Depending on the review system, this may include:

• your name or initials;
• rating;
• review text; and
• date of submission.

You should not include medical information, contact details or other sensitive personal information in a public review.

We may also display reviews or testimonials that have already been made public through services such as Google Business Profiles or other review platforms.

Where we reproduce a public review, we may make minor changes for formatting, spelling or length without deliberately changing its meaning.

How long we keep information

We keep personal information only for as long as there is a legitimate need or legal requirement to do so.

Typical periods include:

Orders, payments and accounting records
Normally at least six years where they form part of our tax or accounting records, and longer where required because of an audit, dispute, legal claim or other legal requirement.

VAT relief declarations
Normally retained with the relevant VAT records for the period required by tax law and longer where legitimately required.

Customer accounts
For the period the account remains active and afterwards where information is required for transaction, legal, security or regulatory purposes.

Customer enquiries and support correspondence
Normally for up to 24 months after the matter has been resolved unless there is a reason to retain it for longer.

Marketing information
For as long as you remain subscribed or until the information is no longer required. We may keep limited suppression information after an opt-out so that we continue to respect your preference.

Cookie and analytics information
In accordance with our cookie settings and the retention periods configured with the relevant provider.

Product reviews
For as long as the review remains relevant or published, unless we have a reason to remove it earlier.

When personal information is no longer required, we delete it, anonymise it or otherwise dispose of it appropriately.

Security

We use appropriate technical and organisational measures intended to protect personal information against accidental or unlawful loss, alteration, destruction, disclosure or access.

Measures may include:

• encryption of data in transit;
• secure payment processing;
• access controls;
• staff permissions;
• multi-factor authentication where appropriate;
• security monitoring;
• software and system updates;
• backups; and
• internal procedures governing access to personal information.

Access to sensitive information is restricted according to role and need.

No online system can be guaranteed to be completely secure. If we become aware of a personal-data breach, we will assess and respond to it in accordance with our legal obligations.

Fraud prevention

We and our payment or ecommerce providers may use automated tools to identify unusual transactions, suspected fraud or security risks.

These systems may generate risk indicators that help us decide whether an order needs further review.

Where a decision could have a significant effect on you, we do not ordinarily rely solely on automated decision-making without appropriate safeguards or human involvement where the law requires this.

Your data protection rights

Depending on the circumstances and the lawful basis we rely upon, you may have rights including:

• the right to be informed about how we use your information;
• the right to access personal information we hold about you;
• the right to ask us to correct inaccurate information;
• the right to ask us to delete information in certain circumstances;
• the right to ask us to restrict processing in certain circumstances;
• the right to data portability in certain circumstances;
• the right to object to certain processing;
• rights relating to certain automated decisions; and
• the right to withdraw consent where we rely on consent.

These rights are not absolute. For example, we may need to retain transaction or VAT records even after you ask us to delete your customer account.

You normally do not have to pay to exercise your rights.

To exercise a right, email info@procters.com.

We may need to ask for information to confirm your identity before disclosing or changing personal information.

Complaints

If you believe that we have handled your personal information incorrectly, please contact us at:

info@procters.com

We would like the opportunity to investigate and resolve the matter.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data-protection regulator.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Telephone: 0303 123 1113

Further information about complaints is available through the ICO website.

Third-party websites

Our website may contain links to websites or services operated by other organisations.

We are not responsible for how those organisations process information after you leave our website.

You should review the relevant privacy information before providing personal information to another organisation.

Children

Our online shop is intended for customers aged 18 or over.

We do not knowingly invite children to create online-shop accounts or place orders.

If we become aware that we have collected a child's personal information in circumstances where we do not have an appropriate lawful basis, we will take reasonable steps to delete or otherwise deal with it appropriately.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time because of changes to our website, services, technology, suppliers or legal and regulatory requirements.

The current version will be published on this page together with the date it was last updated.

Material changes may also be brought to your attention by another appropriate means where required.

Contact us

For privacy enquiries, requests or complaints, please contact:

A. Procter and Son Limited
7-9 The Avenue
Eastbourne
East Sussex
BN21 3YA

Email: info@procters.com
Telephone: 01323 431998