Privacy policy
# Privacy Policy
Last updated: May 6, 2026
At Avēro, we design calm, practical home essentials for thoughtful everyday living. We believe your personal information should be handled with the same clarity, care, and restraint that guide our products.
Avēro operates this store and website, including all related information, content, features, tools, products, and services, in order to provide you with a thoughtful shopping experience. Our store is powered by Shopify, which enables us to provide our products and services to you.
This Privacy Policy explains how we collect, use, disclose, store, and protect your personal information when you visit averohouse.com, place an order, contact us, subscribe to our emails, or otherwise interact with our store.
If there is a conflict between our Terms of Service and this Privacy Policy, this Privacy Policy controls with respect to the collection, use, processing, and disclosure of your personal information.
Please read this Privacy Policy carefully. By using or accessing our website or services, you acknowledge that you have read this Privacy Policy and understand how your personal information is collected, used, and disclosed as described below.
For the purpose of applicable data protection laws, Avēro is the data controller of your personal information.
For privacy questions or requests, please contact us at:
Email: hello@averohouse.com
Customer Care Hours: Sunday to Friday, 10:00–22:00 UK time. Closed on Saturdays.
## 1. Personal information we collect or process
When we use the term “personal information”, we mean information that identifies you or can reasonably be linked to you.
Personal information does not include information that has been collected anonymously or de-identified so that it cannot reasonably identify you.
Depending on how you interact with our website, where you live, and what services you use, we may collect or process the following categories of personal information.
### Contact details
This may include:
- Name
- Email address
- Phone number, if provided
- Billing address
- Shipping address
### Order and transaction information
This may include:
- Products you view
- Products you add to your cart
- Products you purchase
- Order history
- Return, refund, exchange, or cancellation information
- Delivery details
- Order notes or customer service requests
- Transaction details
- Payment confirmation details
Full payment card details are processed securely by our payment providers and are not stored by Avēro.
### Account information
If you create an account with us, we may process information such as:
- Account login details
- Account preferences
- Saved addresses
- Order history
- Communication preferences
You are responsible for keeping your account details secure.
### Communications with us
When you contact us, we may collect and process the information you provide, including:
- Customer support enquiries
- Product questions
- Installation or care questions
- Return or refund requests
- Feedback, reviews, photos, or other information you choose to share with us
### Device and usage information
When you visit our website, we may automatically collect information such as:
- IP address
- Device type
- Browser type and version
- Operating system
- Network connection information
- Pages viewed
- Products viewed
- Time spent on the website
- How you interact with or navigate the website
- Referring website, search engine, advertisement, or campaign source
- Cookie identifiers and similar technologies
## 2. Sources of personal information
We may collect personal information from the following sources:
### Directly from you
For example, when you:
- Place an order
- Create an account
- Contact Customer Care
- Subscribe to our emails
- Request a return or refund
- Submit a review or feedback
- Use our website or services
### Automatically through our website
For example, through cookies, pixels, analytics tools, log files, and similar technologies when you visit or interact with our website.
### From service providers
For example, from service providers that help us operate our store, process payments, fulfil orders, provide customer support, analyse website performance, prevent fraud, or deliver marketing communications.
### From Shopify
Our store is powered by Shopify. Shopify may collect and process personal information in connection with your access to and use of our store, checkout, payment features, and other Shopify-powered services.
### From partners or third parties
Where permitted by law, we may receive limited information from advertising, analytics, payment, fulfilment, or technology partners that help us operate and improve our store.
## 3. How we use your personal information
Depending on how you interact with Avēro, we may use your personal information for the following purposes.
### To provide, tailor, and improve our services
We use your personal information to provide our products and services, including to:
- Process your orders
- Process payments
- Arrange shipping and delivery
- Send order confirmations and delivery updates
- Manage returns, refunds, cancellations, and exchanges
- Respond to customer support enquiries
- Maintain your account, where applicable
- Remember your preferences
- Improve our website and shopping experience
- Understand which products, pages, or services are most useful to customers
- Recommend relevant products or content where appropriate
### To communicate with you
We use your personal information to:
- Respond to enquiries
- Provide Customer Care support
- Send service-related messages
- Send order updates
- Send return or refund updates
- Notify you about important changes to our services, policies, or orders
### To send marketing communications
If you subscribe to our emails or otherwise agree to receive marketing, we may send you updates about:
- New products
- Home organisation ideas
- Installation or care guides
- Offers and promotions
- Brand updates
- Relevant product recommendations
You can unsubscribe at any time by clicking the unsubscribe link in our emails or by contacting us at hello@averohouse.com.
Even if you unsubscribe from marketing emails, we may still send non-marketing service messages related to your order, delivery, return, refund, account, or customer service request.
### To support advertising and analytics
Where permitted by law, we may use personal information, cookies, pixels, and similar technologies to:
- Understand how customers use our website
- Measure website and advertising performance
- Improve our products and services
- Show relevant advertisements on our website or other websites
- Measure the effectiveness of marketing campaigns
Depending on where you live, you may have rights to object to, restrict, or opt out of certain advertising or data sharing activities.
### To protect our store and prevent fraud
We use personal information to:
- Provide a secure shopping experience
- Detect, investigate, and prevent fraud
- Prevent misuse of our website
- Protect payment and checkout security
- Protect our customers, store, and services
- Investigate suspicious, illegal, unsafe, or malicious activity
### To comply with legal obligations
We may use personal information to:
- Comply with applicable laws and regulations
- Maintain tax, accounting, and business records
- Respond to lawful requests from authorities
- Enforce our terms and policies
- Protect our legal rights
- Participate in legal, regulatory, or dispute resolution processes where required
## 4. Legal bases for processing personal information
Where UK or European data protection laws apply, we rely on one or more of the following lawful bases when processing your personal information.
### Contract
We process personal information where it is necessary to provide our products or services to you. This includes processing orders, payments, shipping, delivery, returns, refunds, exchanges, and customer support.
### Legal obligation
We process personal information where required to comply with legal, tax, accounting, consumer protection, customs, regulatory, or law enforcement obligations.
### Legitimate interests
We process personal information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.
This may include:
- Improving our website and services
- Understanding customer behaviour
- Preventing fraud and abuse
- Maintaining website and payment security
- Managing customer service
- Keeping business records
- Improving products and customer experience
- Protecting our legal rights
### Consent
We rely on your consent where required, such as for certain marketing communications or non-essential cookies.
You may withdraw your consent at any time.
## 5. How we disclose personal information
We may disclose your personal information to third parties for legitimate purposes, as described in this Privacy Policy.
This may include sharing personal information:
### With Shopify
Our store is powered by Shopify. We share information with Shopify so that Shopify can provide ecommerce, checkout, payment, hosting, analytics, fraud prevention, and related services.
### With service providers
We may share personal information with vendors and service providers who perform services on our behalf, such as:
- Payment processing
- Order fulfilment
- Warehousing
- Shipping and delivery
- Customer support
- Email services
- Website hosting
- Data analytics
- Fraud prevention
- Security services
- Cloud storage
- Marketing tools
These providers are only given the information they need to perform their services.
### With business and marketing partners
Where permitted by law, we may share information with advertising, analytics, and marketing partners to help measure performance, improve our services, and show relevant advertisements.
Our business and marketing partners may use your information in accordance with their own privacy notices.
Depending on where you live, you may have the right to opt out of certain sharing or targeted advertising activities.
### When you request or consent to disclosure
We may share information when you ask us to do so, consent to it, or use features that require disclosure to third parties, such as payment providers, delivery services, or social media integrations.
### For legal or business reasons
We may disclose personal information:
- To comply with applicable law
- To respond to lawful requests, court orders, subpoenas, or legal process
- To enforce our Terms of Service or other policies
- To protect our rights, property, safety, customers, or services
- In connection with a business transaction, such as a merger, acquisition, restructuring, sale of assets, or insolvency process
## 6. Relationship with Shopify
Our store is hosted by Shopify.
Shopify collects and processes personal information about your access to and use of our store in order to provide and improve Shopify-powered services, including checkout, payments, security, fraud prevention, analytics, and platform functionality.
Information you submit through our store may be transmitted to and shared with Shopify and third parties that may be located in countries other than where you live, in order to provide and improve the services.
We may use Shopify features that incorporate information obtained from your interactions with our store, with other merchants, and with Shopify. In some circumstances, Shopify may be responsible for processing your personal information, including responding to certain requests to exercise your privacy rights.
To learn more about how Shopify processes personal information and the rights you may have, please review Shopify’s Consumer Privacy Policy and privacy tools at:
https://privacy.shopify.com/en
## 7. Cookies and similar technologies
Our website uses cookies and similar technologies to make the store work properly, improve performance, understand how visitors use the website, and support marketing and advertising activities.
Cookies may be used for:
- Essential website and checkout functions
- Remembering your cart
- Remembering preferences
- Website analytics
- Performance monitoring
- Advertising and remarketing
- Fraud prevention and security
Some cookies are necessary for the website to function. Others, such as analytics or advertising cookies, may require your consent depending on your location and applicable law.
You can manage cookies through your browser settings, our cookie banner where available, or privacy settings provided on our website.
If you disable some cookies, parts of the website may not function correctly.
## 8. Third-party websites and links
Our website may contain links to websites, apps, platforms, or services operated by third parties.
If you follow links to websites not affiliated with or controlled by Avēro, you should review their privacy and security policies and terms of use.
We are not responsible for the privacy practices, security, accuracy, availability, or content of third-party websites or services.
Our inclusion of third-party links does not necessarily imply endorsement of those third parties.
## 9. Children’s data
Our website and services are not intended for children.
We do not knowingly collect personal information from children under the age of majority in your jurisdiction.
If you are a parent or guardian and believe that a child has provided us with personal information, please contact us at hello@averohouse.com so we can take appropriate action.
As of the effective date of this Privacy Policy, we do not knowingly sell or share personal information of individuals under 16 years of age as those terms may be defined by applicable law.
## 10. Security and retention of your information
We use reasonable technical and organisational measures to protect your personal information.
However, no security system, website, payment method, or online transmission is completely secure. We cannot guarantee perfect security.
Please avoid sending sensitive or confidential information to us through unsecured channels.
How long we retain personal information depends on the type of information, the purpose for which it was collected, and applicable legal or business requirements.
For example:
- Order records may be kept for tax, accounting, legal, and business record purposes.
- Customer service messages may be kept to resolve enquiries and improve support.
- Marketing preferences may be kept until you unsubscribe or ask us to delete them.
- Fraud prevention and security records may be kept where necessary to protect our store and customers.
- Website analytics may be kept for a limited period to understand performance and improve our services.
When personal information is no longer needed, we will delete it, anonymise it, or retain it only where required by law.
## 11. Your rights and choices
Depending on where you live, you may have some or all of the rights listed below in relation to your personal information.
These rights are not absolute and may apply only in certain circumstances. In some cases, we may decline a request where permitted by law.
### Right to access or know
You may have the right to request access to the personal information we hold about you.
### Right to delete
You may have the right to request that we delete personal information we maintain about you.
### Right to correct
You may have the right to request that we correct inaccurate or incomplete personal information.
### Right to portability
You may have the right to receive a copy of the personal information we hold about you and request that we transfer it to another organisation, where applicable.
### Right to object or restrict processing
If you reside in the United Kingdom or European Economic Area, you may have the right to ask us to stop or restrict certain processing of your personal information.
### Right to withdraw consent
Where we rely on consent to process your personal information, you may withdraw your consent at any time.
Withdrawing consent will not affect the lawfulness of processing based on consent before it was withdrawn.
### Managing marketing preferences
You may opt out of marketing emails at any time by using the unsubscribe link in our emails or contacting us at hello@averohouse.com.
If you opt out of marketing communications, we may still send non-marketing messages related to your orders, account, delivery, returns, refunds, or customer service requests.
### Exercising your rights
You may exercise your rights by contacting us at:
hello@averohouse.com
We may need to verify your identity before processing your request.
Where applicable law allows, you may designate an authorised agent to make a request on your behalf. We may require proof that the agent is authorised to act for you and may ask you to verify your identity directly with us.
We will not discriminate against you for exercising your privacy rights.
## 12. Complaints
If you have concerns about how we process your personal information, please contact us first at:
hello@averohouse.com
We will do our best to respond clearly and resolve your concern.
Depending on where you live, you may also have the right to lodge a complaint with your local data protection authority.
If you are in the United Kingdom, you may contact the UK Information Commissioner’s Office.
If you are in the European Economic Area, you may contact your local data protection supervisory authority.
## 13. International transfers
We may transfer, store, and process your personal information outside the country where you live.
This may happen because our website, ecommerce platform, payment providers, fulfilment partners, support tools, analytics providers, or other service providers operate internationally.
If we transfer personal information outside the United Kingdom or European Economic Area, we will rely on recognised transfer mechanisms where required, such as adequacy regulations, standard contractual clauses, the UK International Data Transfer Agreement, or other lawful transfer safeguards.
## 14. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our practices, services, technology, legal requirements, or operational needs.
We will post the updated Privacy Policy on this page and update the “Last updated” date.
Where required by law, we will provide additional notice of material changes.
Your continued use of our website or services after changes are posted means you acknowledge the updated Privacy Policy.
## 15. Contact us
If you have any questions about this Privacy Policy, our privacy practices, or your privacy rights, please contact us:
Avēro Customer Care
Email: hello@averohouse.com
Hours: Sunday to Friday, 10:00–22:00 UK time. Closed on Saturdays.
For the purpose of applicable data protection laws, Avēro is the data controller of your personal information.