Privacy policy
Privacy Policy
Last updated: 7 May 2026
This Privacy Policy explains how Aquello collects, uses, stores, and shares personal information when you visit our website, place an order, create an account, contact us, request support, or use our services.
Aquello operates this website and online store using Shopify, which helps us provide our products, checkout, payment processing, order management, and other store services. Shopify may also process personal information as part of providing these services.
Who We Are
Aquello Ltd, trading as Aquello, is the data controller for the personal information we collect and use in connection with our website, orders, customer support, returns, warranty claims, and related services.
If you have any questions about this Privacy Policy or how we use your personal information, you can contact us at:
Email: info@aquello.co.uk
Phone: +44 20 4569 0585
Opening hours: Mon-Fri: 9:00am — 5:00pm
Personal Information We Collect
We may collect and process different types of personal information depending on how you use our website, place an order, contact us, request support, or interact with Aquello.
This may include:
Contact and identity information
- Name;
- Email address;
- Phone number;
- Billing address;
- Shipping address.
Order and transaction information
- Products ordered;
- Order number;
- Order history;
- Delivery details;
- Return or cancellation requests;
- Payment status and transaction details.
We do not directly store your full payment card details. Payments are processed through Shopify and payment service providers.
Account information
If you create an account, we may process information linked to your account, such as your login details, order history, saved addresses, and account preferences.
Customer support information
When you contact Aquello, we may process the information you provide, including messages, emails, enquiries, support requests, return requests, warranty claims, and related communication.
Warranty, returns and installation support information
If you contact us about a return, damaged item, warranty issue, installation question, water flow issue, leak, filter issue, or other product-related support request, we may process information you provide to help us assess the issue.
This may include:
- Order details;
- A description of the issue;
- Photos or videos of the product;
- Photos or videos of packaging;
- Photos or videos of the under-sink area, pipework, tubing, fittings, tap, power socket, or installation area.
Technical and usage information
When you visit our website, we may collect technical and usage information, including:
- IP address;
- Browser type;
- Device information;
- Pages viewed;
- General location information, such as country or region, based on your IP address;
- Cookie and similar technology information;
- How you interact with our website.
Marketing information
If you sign up to receive marketing communications, we may process your name, email address, marketing preferences, and information about your interaction with our emails or website.
How We Collect Personal Information
We may collect personal information in the following ways.
Directly from you
We collect personal information when you place an order, create an account, contact us, complete a form, request support, ask about installation, request a return, make a warranty claim, send photos or videos, subscribe to marketing, or otherwise provide information to Aquello.
Automatically through our website
When you visit or use our website, we may automatically collect certain technical and usage information through cookies and similar technologies. This may include your IP address, device information, browser type, pages viewed, and how you interact with our website.
From Shopify and service providers
Our website and online store are powered by Shopify. We may receive or process information through Shopify and other service providers that help us operate the store, process payments, manage orders, deliver products, provide customer support, analyse website performance, and manage marketing communications.
From third parties
We may receive personal information from third parties where relevant, such as delivery providers, payment providers, marketing platforms, analytics providers, social media platforms, or other partners that help us provide and improve our services.
How We Use Personal Information
We use personal information only where we have a valid reason to do so. Depending on how you interact with Aquello, we may use your personal information for the following purposes.
To process and fulfil orders
We use your personal information to process orders, take payment, confirm purchases, arrange delivery, provide order updates, manage cancellations, returns, refunds, and related customer service.
To provide customer support
We use your personal information to respond to enquiries, answer product questions, provide support, manage complaints, and communicate with you about your order, account, product, or service request.
To manage returns, warranty claims and installation-related support
We may use your order details, messages, photos, videos, product information, and installation-related information to assess returns, faulty or damaged items, warranty claims, leaks, water flow issues, filter issues, installation questions, and other product support requests.
To manage your account
If you create an account, we use your information to create and maintain your account, save your order history, manage saved addresses, and help you access account features.
To improve our website and services
We may use technical and usage information to understand how visitors use our website, improve website performance, improve product pages, identify errors, and make our services easier to use.
To send marketing communications
Where permitted by law, we may use your contact details and marketing preferences to send you updates, offers, product information, or other marketing communications. You can opt out of marketing emails at any time by using the unsubscribe link in our emails or by contacting us.
To help keep our website and business secure
We may use personal information to help detect, prevent, and respond to fraud, misuse, security incidents, unauthorised access, or other activity that may harm Aquello, our customers, or our website.
To comply with legal and regulatory obligations
We may use personal information where necessary to comply with legal obligations, maintain business records, respond to lawful requests, manage disputes, enforce our policies, or protect our legal rights.
Lawful Basis for Processing
We only process personal information where we have a lawful basis to do so under applicable data protection law.
Depending on the purpose, we may rely on one or more of the following lawful bases.
Contract
We may process your personal information where it is necessary to enter into or perform a contract with you. This includes processing orders, taking payment, arranging delivery, managing your account, handling returns, refunds, and providing order-related customer support.
Legal obligation
We may process personal information where this is necessary to comply with our legal obligations. This may include keeping business, tax, accounting, transaction, and compliance records, responding to lawful requests, and meeting legal or regulatory requirements.
Legitimate interests
We may process personal information where it is necessary for our legitimate business interests, provided that your rights and interests do not override those interests.
This may include:
- Responding to customer enquiries and support requests;
- Managing warranty claims and product-related support;
- Reviewing photos or videos provided to us for returns, warranty, installation, leak,
- or product support issues;
- Improving our website, products, and services;
- Preventing fraud, misuse, or security issues;
- Protecting our business, customers, legal rights, and website.
Consent
We may rely on your consent where required by law, such as for certain marketing communications or non-essential cookies. Where we rely on consent, you can withdraw your consent at any time.
Shopify, Payments and Service Providers
Aquello uses Shopify to operate our online store, including product pages, checkout, order management, customer accounts, and related store services.
When you use our website or place an order, your personal information may be processed by Shopify and by service providers that help us operate our business. These may include payment providers, delivery providers, email service providers, analytics providers, customer support tools, website hosting providers, security tools, and other business systems.
Payment information is processed through Shopify and payment service providers. Aquello does not directly store your full payment card details.
We may share relevant personal information with service providers where this is necessary to:
- Process payments;
- Fulfil and deliver orders;
- Manage customer accounts;
- Provide customer support;
- Handle returns, refunds, and warranty claims;
- Analyse website performance;
- Manage marketing communications;
- Protect our website and business from fraud, misuse, or security risks.
These service providers may process personal information on our behalf or, in some cases, as independent controllers under their own privacy policies. We only share the information that is reasonably necessary for the relevant service.
You can also read Shopify’s Privacy Policy and use Shopify’s privacy tools to understand how Shopify may process personal information when you use Shopify-powered stores.
Shopify Privacy Policy: https://aquello.co.uk/policies/privacy-policy
Shopify Privacy Portal: https://aquello.co.uk/policies/privacy-policy
Warranty, Returns and Installation Support Information
If you contact Aquello about a return, faulty item, damaged item, warranty claim, installation question, leak, water flow issue, filter issue, or other product-related support request, we may ask you to provide information that helps us review the issue.
This may include your order details, a description of the issue, photos or videos of the product, photos or videos of the packaging, and photos or videos of the under-sink area, pipework, tubing, fittings, tap, power socket, or installation area.
We use this information to:
Assess the issue;
Provide customer support;
Help identify whether the issue relates to the Aquello product, installation, external plumbing, or another cause;
Process returns, refunds, warranty claims, or replacement part requests;
Improve our support process and product guidance.
We will not use photos or videos you provide for marketing purposes unless you have given us separate permission to do so.
Marketing, Cookies and Analytics
We may use personal information to send marketing communications about Aquello products, services, offers, updates, or useful information related to water filtration, where permitted by law.
You can opt out of marketing emails at any time by using the unsubscribe link in our emails or by contacting us. If you opt out of marketing communications, we may still send you service messages, such as order confirmations, delivery updates, account messages, return updates, warranty claim updates, or other non-marketing communications.
Cookies and similar technologies
Our website may use cookies and similar technologies to help the website work properly, remember preferences, understand how visitors use the website, improve performance, and support marketing or advertising where applicable.
Some cookies are necessary for the website to work, such as cookies used for checkout, security, cart functionality, and account access. Other cookies, such as analytics or advertising cookies, may be optional and may depend on your cookie preferences or consent where required by law.
You can manage cookie preferences through the cookie banner or privacy settings available on our website, where provided. You can also control cookies through your browser settings, but blocking some cookies may affect how the website works.
Analytics and advertising
We may use analytics tools to understand how visitors use our website, which pages are viewed, how customers interact with our store, and how we can improve the website and customer experience.
Where permitted by law and depending on your preferences, we may use advertising or marketing tools to measure campaigns, show relevant advertisements, or understand the effectiveness of our marketing.
How We Share Personal Information
We do not sell your personal information.
We may share personal information where this is necessary to operate our website, provide our services, process orders, deliver products, provide support, meet legal obligations, or protect our business.
We may share personal information with:
Shopify, which powers our online store and related store services;
Payment providers, to process payments, refunds, and payment security checks;
Delivery and fulfilment providers, to deliver orders and manage delivery-related issues;
Customer support and communication tools, to respond to enquiries, support requests, returns, warranty claims, and installation-related questions;
Email and marketing service providers, where we send service messages or marketing communications where permitted by law;
Analytics and website performance providers, to understand website usage and improve our website and services;
IT, hosting, cloud storage, and security providers, to operate and protect our website, systems, and business;
Professional advisers, such as accountants, legal advisers, insurers, or other advisers where necessary;
Law enforcement, regulators, courts, or public authorities, where we are required or permitted to do so by law;
Another organisation, if we sell, transfer, restructure, or merge all or part of our business.
We only share personal information that is reasonably necessary for the relevant purpose.
Some third parties process personal information on our behalf. Others may process personal information as independent controllers under their own privacy policies.
International Transfers
Some of the service providers we use may process personal information outside the United Kingdom. This may include Shopify, payment providers, website hosting providers, analytics providers, customer support tools, marketing tools, or other business systems.
Where personal information is transferred outside the United Kingdom, we will take steps designed to protect it in accordance with applicable data protection law.
Where required, we may rely on recognised transfer mechanisms, such as UK adequacy regulations, the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or other appropriate safeguards recognised under UK data protection law.
How Long We Keep Your Information
We keep personal information only for as long as reasonably necessary for the purposes described in this Privacy Policy, including to provide our services, manage orders, provide customer support, handle returns and warranty claims, comply with legal obligations, resolve disputes, and protect our legal rights.
The length of time we keep personal information may depend on the type of information, the reason we collected it, whether you have an account with us, whether there is an open order, return, warranty claim, support request, legal requirement, or dispute, and whether we need the information for business, tax, accounting, or compliance purposes.
For example:
Order and transaction records may be kept for as long as needed for business, tax, accounting, legal, and compliance purposes;
Customer support, return, warranty, and installation-related records may be kept for as long as needed to manage the request, provide support, resolve the issue, and protect our legal rights;
Photos or videos sent to us for support, returns, warranty, or installation-related issues may be kept for as long as needed to assess the issue, manage the claim, resolve any dispute, and maintain appropriate records;
Account information may be kept while your account remains active or as long as needed to provide our services, comply with legal obligations, resolve disputes, or enforce our policies;
Marketing information may be kept until you unsubscribe or object to marketing, although we may keep a record of your opt-out to make sure we do not contact you again for marketing;
Cookie and analytics information may be kept according to the relevant cookie, analytics, or service provider settings.
Where we no longer need personal information, we will delete it, anonymise it, or securely retain it only where required or permitted by law.
Your Rights
Depending on your location and the circumstances, you may have rights in relation to your personal information under applicable data protection law.
These rights may include:
Right of access
You may have the right to ask for a copy of the personal information we hold about you.
Right to rectification
You may have the right to ask us to correct inaccurate personal information or complete information that is incomplete.
Right to erasure
You may have the right to ask us to delete your personal information in certain circumstances.
Right to restriction
You may have the right to ask us to restrict the way we use your personal information in certain circumstances.
Right to object
You may have the right to object to certain types of processing, including processing based on legitimate interests or direct marketing.
Right to data portability
You may have the right to request a copy of certain personal information in a structured, commonly used, machine-readable format.
Right to withdraw consent
Where we rely on your consent to process personal information, you may withdraw that consent at any time. This will not affect the lawfulness of processing carried out before you withdrew your consent.
Marketing opt-out
You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us. We may still send you non-marketing service messages, such as order updates, delivery updates, account messages, return updates, or warranty claim updates.
How to exercise your rights
To exercise any of your rights, please contact us using the details provided in the Contact Aquello section below.
We may need to verify your identity before responding to your request. We will respond to your request in accordance with applicable data protection law.
Your rights may be subject to exceptions or limitations. For example, we may need to keep certain information to comply with legal obligations, complete transactions, resolve disputes, prevent fraud, or protect our legal rights.
Children’s Privacy
Our website and services are not intended for children, and we do not knowingly collect personal information from children.
If you are a parent or guardian and believe that a child has provided personal information to Aquello, please contact us using the details in the Contact Aquello section below.
If we become aware that we have collected personal information from a child without appropriate permission, we will take appropriate steps to delete or restrict that information where required by law.
Security
We take reasonable steps to protect personal information from unauthorised access, loss, misuse, alteration, disclosure, or destruction.
We use Shopify and other service providers to help operate our website, process orders, manage payments, and provide store services. These providers may use their own security measures to help protect personal information processed through their systems.
We also aim to limit access to personal information to people and service providers who need it for a legitimate business purpose, such as processing orders, providing customer support, managing returns or warranty claims, or maintaining our website and systems.
However, no website, online store, email system, or method of electronic communication is completely secure. Please take care when sharing personal information with us and avoid sending unnecessary sensitive information.
If you create an account with Aquello, you are responsible for keeping your login details secure and should not share your password with anyone.
Complaints
If you have a concern about how Aquello collects, uses, stores, or shares your personal information, please contact us first using the details in the Contact Aquello section below. We will review your concern and respond in accordance with applicable data protection law.
If you are not satisfied with our response, you may have the right to make a complaint to the UK Information Commissioner’s Office, the UK supervisory authority for data protection matters.
You can find more information about making a data protection complaint on the ICO website.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our business, website, services, Shopify settings, service providers, legal requirements, or how we collect and use personal information.
When we update this Privacy Policy, we will update the Last updated date at the top of this page.
If we make significant changes to how we use personal information, we may take additional steps to bring those changes to your attention where required by law.
Contact Aquello
If you have any questions about this Privacy Policy, how we use your personal information, or if you would like to exercise any of your data protection rights, please contact Aquello.
Email: info@aquello.co.uk
Phone: +44 20 4569 0585
Opening hours: Mon-Fri: 9:00am-5:00pm