Privacy policy

Last updated: 1 October 2026

This privacy policy explains how NanaCare collects, uses, shares and protects your personal information when you visit www.nanacarecare.com, buy from us, or contact us. NanaCare is a trading name of Avanak Industries Ltd, a company registered in England and Wales (company number 13431212), Unit 35 Riverside Industrial Estate, Power Station Road, Rugeley, Staffordshire, WS15 2YR, United Kingdom. Avanak Industries Ltd is the data controller for your personal information. You can contact us about privacy at inquiries@nanacarecare.com.

1. Information we collect

  • Contact and delivery details: name, email address, phone number (if given), billing and delivery address.
  • Order information: products you buy, order value, delivery method, returns, refunds and order history.
  • Payment information: payments are processed by Shopify Payments and the payment method you choose (for example card, Apple Pay, Google Pay or Shop Pay). We do not see or store your full card number.
  • Account and preference information: if you create an account, save items to a wishlist or set up a subscription, the details and preferences linked to it.
  • Communications: emails and messages you send us, and your marketing preferences.
  • Checkout information: details you enter at checkout, including if you do not complete your order.
  • Device and usage information: IP address, browser and device type, pages viewed, items added to your basket, and how you arrived at our site, collected using cookies and similar technologies.

2. Information about health-related products

Many of our products are first aid, wound care, incontinence, respiratory and ear care products. A record of what you buy could suggest something about your health or the health of someone you care for. We only use your order history to process and deliver your order, provide customer service, meet our legal obligations and, if you have agreed to marketing, to send you relevant offers. We never sell this information or use it to build health profiles, and we do not share it with advertisers ourselves (see section 5 for how Shopify uses store data).

3. How we use your information and our lawful bases

  • To process and deliver your order, handle returns and refunds, and provide customer service – necessary to perform our contract with you.
  • To keep accounting and tax records and meet consumer law and product safety obligations (including product recalls or safety notices) – legal obligation.
  • To send order and delivery updates – contract.
  • To send a reminder email if you start checkout but do not complete it – our legitimate interests in helping you finish your purchase. Every reminder includes a way to opt out.
  • To send marketing emails, offers and our newsletter – your consent (for example when you sign up for our newsletter or tick the box at checkout), or, where you have bought from us, our legitimate interests in telling you about similar products. You can unsubscribe at any time using the link in any email.
  • To run, secure and improve our website, prevent fraud and understand how our site is used – our legitimate interests.
  • To use non-essential cookies – your consent, given through our cookie banner.

4. Who we share your information with

We share personal information only with organisations that help us run our business, and only as much as they need. They include:

  • Shopify – our e-commerce platform, which hosts our website and checkout and processes payments through Shopify Payments.
  • Payment providers you choose at checkout, such as card networks, Apple Pay, Google Pay and Shop Pay.
  • Delivery partners, including Royal Mail (through its Click & Drop service) and other couriers, who receive your name, delivery address and, where needed, contact details to deliver your order.
  • App and service providers that add features to our store, including Swym (Wishlist Plus) for saved items, Appstle for subscriptions, and providers of email, analytics, translation and AI-assisted tools we use to manage our store and customer service.
  • Professional advisers such as accountants, lawyers and insurers, where necessary.
  • Authorities and regulators, such as HMRC, the MHRA or the police, where we are legally required to, or to protect our rights or the safety of others.
  • A buyer or successor if our business, or part of it, is sold or reorganised.

We do not sell your personal information.

5. Shopify

Our store is hosted by Shopify, which processes personal information to provide and improve its services. Shopify may also use information about your interactions with our store, together with other merchants and Shopify, to provide features such as Shop Pay and to improve its products, ad targeting and personalisation; for these purposes Shopify is responsible for that processing. Learn more in the Shopify Consumer Privacy Policy, and exercise your rights over that data through the Shopify Privacy Portal.

6. Cookies

We use cookies and similar technologies that are needed for our website and checkout to work (for example to remember your basket and currency). With your consent, we and Shopify may also use cookies for analytics and personalisation. You can accept or reject non-essential cookies using the cookie banner, and change your choice at any time by clearing cookies in your browser and revisiting our website, or through your browser settings. Our website also loads code and fonts from content delivery networks (such as Google, Cloudflare and jsDelivr), which receive your IP address so they can deliver that content.

7. International transfers

Some of our service providers, including Shopify, store or process information outside the UK, for example in Canada, the European Economic Area and the United States. Where this happens, we rely on UK adequacy regulations or appropriate safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

8. How long we keep your information

  • Order, payment and invoice records: 6 years from the end of the financial year in which the order was placed, as required for tax and accounting purposes.
  • Customer service emails and messages: up to 2 years after we last dealt with your enquiry, unless needed for a dispute or claim.
  • Customer accounts and wishlists: until you ask us to close your account.
  • Marketing preferences: until you unsubscribe; we then keep a record of your email address on a suppression list so we do not contact you again.
  • Incomplete checkout information: no longer than needed to send any reminder and in line with Shopify's retention periods.

9. Keeping your information secure

We use appropriate technical and organisational measures to protect your information, including secure, encrypted checkout through Shopify and restricting access to staff and providers who need it. No method of transmission over the internet is completely secure, so please use a strong password if you create an account.

10. Your rights

Under UK data protection law (the UK GDPR and the Data Protection Act 2018), and the EU GDPR where it applies, you have the right to:

  • access the personal information we hold about you;
  • have inaccurate information corrected;
  • have your information deleted, where we no longer have a legal reason to keep it;
  • restrict or object to our use of your information, including for direct marketing, at any time;
  • receive your information in a portable format;
  • withdraw your consent at any time, where we rely on consent.

To exercise any of these rights, email inquiries@nanacarecare.com. We will respond within one month. We may need to confirm your identity first. There is no charge in most cases.

If you live in a US state with consumer privacy laws, you may also have rights to know, delete, correct and opt out of the sale or sharing of your information. You can opt out of targeted advertising through our Your Privacy Choices page, and we honour Global Privacy Control signals.

11. Complaints

If you have concerns about how we use your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator: ico.org.uk/make-a-complaint or 0303 123 1113. If you live in the European Economic Area, you can complain to your local data protection authority.

12. Children

Our website is not intended for children under 16, and we do not knowingly collect personal information from them. If you believe a child has given us their information, please contact us and we will delete it.

13. Automated decisions

We do not make decisions about you based solely on automated processing that have legal or similarly significant effects. Our payment providers may use automated fraud checks when you pay.

14. Links to other websites

Our website may link to other websites, such as social media or marketplaces. We are not responsible for their privacy practices, so please read their privacy policies.

15. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page with the date it was last updated.

16. Contact us

Avanak Industries Ltd (trading as NanaCare)
Unit 35 Riverside Industrial Estate, Power Station Road, Rugeley, Staffordshire, WS15 2YR, United Kingdom
Email: inquiries@nanacarecare.com