ORVEX Privacy Policy

Last updated: 10 August 2026

ORVEX respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, how and why we use it, who we may share it with, how long we keep it and the rights available to you.

This policy applies when you visit orvex.co.uk, purchase or pre-order an ORVEX product, create an account, join our mailing list, complete a form or questionnaire, contact us, interact with our advertising or otherwise use our services.

1. Who We Are

ORVEX is operated by ORVEX HOLDINGS LTD, company number 17264413, with its registered office at 128 City Road, London, EC1V 2NX, United Kingdom.

Website: orvex.co.uk

ORVEX HOLDINGS LTD is the data controller responsible for the personal information described in this Privacy Policy.

2. What Personal Information We Collect

The information we collect depends on how you interact with ORVEX.

Identity and contact information may include your name, email address, telephone number, billing address, delivery address and other contact information you provide.

Order and account information may include products purchased or pre-ordered, order history, customer-account information, delivery details, returns, refunds, warranty claims and communications relating to purchases.

Payment and transaction information may include payment status, transaction information, billing information and information required to process or verify a payment. Complete payment-card information is generally processed directly by our payment providers rather than stored by ORVEX.

Customer-service information may include emails, messages, photographs, videos, product information, warranty information and other information you provide when contacting us.

Marketing and preference information may include your marketing preferences, email address, telephone number where provided, responses to sign-up forms, quizzes or questionnaires and information about how you interact with ORVEX marketing.

Website and technical information may include your IP address, browser, device type, operating system, approximate location, referring website, pages viewed, session information and interactions with our website.

Advertising and attribution information may include advertisements viewed or interacted with, campaign and referral information, product views, additions to cart, checkout activity, purchases and other conversion events.

3. How We Collect Your Information

We may collect information directly from you when you place an order or pre-order, create an account, join our mailing list, complete a sign-up form, quiz or questionnaire, contact customer support, request a return or warranty claim, enter a promotion or otherwise provide information to us.

Certain technical information may be collected automatically when you use our website through cookies, pixels, APIs and similar technologies, subject to applicable consent requirements.

We may also receive information from organisations that help us operate ORVEX, including ecommerce, payment, delivery, fulfilment, marketing, analytics, advertising and fraud-prevention providers.

4. How We Use Personal Information

We may use personal information to process orders and pre-orders; take and verify payments; provide order and manufacturing updates; arrange fulfilment and delivery; administer returns, refunds and warranty claims; operate customer accounts; provide customer support; prevent fraud and abuse; maintain and secure our website; understand customer behaviour; improve our products and services; measure advertising performance; personalise marketing where appropriate; maintain financial and business records; and comply with legal obligations.

We will not use personal information for a materially unrelated purpose without an appropriate lawful basis and, where required, providing additional privacy information.

5. Lawful Bases for Processing

UK data-protection law requires us to have an appropriate lawful basis when processing personal information.

Contract: We process information where necessary to enter into or perform our contract with you. This includes taking and fulfilling orders, processing payments, arranging delivery and administering returns.

Legal obligation: We may process information where necessary to comply with legal, accounting, tax, regulatory, consumer-protection or other obligations.

Legitimate interests: We may process information where necessary for our legitimate business interests and those interests are not overridden by your rights and freedoms. Examples include preventing fraud, securing our website, improving our services, analysing business performance and handling legal claims.

Consent: We rely on consent where you have given permission for a particular use of your information, including certain marketing communications and non-essential cookies where consent is required.

Where processing is based on consent, you may withdraw your consent at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

6. Orders and Pre-Orders

When you place an order or pre-order, we use the information you provide to administer your purchase, process payment, arrange manufacturing or fulfilment where applicable, deliver the product, provide customer service and maintain appropriate transaction records.

For pre-orders, we may send regular communications concerning manufacturing, availability, expected dispatch, delays and delivery.

These messages are transactional communications relating to your purchase and are separate from marketing communications.

7. Cookies, Pixels and Similar Technologies

ORVEX uses or may use cookies, pixels, APIs and similar technologies to operate our website, remember customer preferences, understand website usage, measure advertising performance and improve our services.

Some technologies are strictly necessary for our shopping basket, checkout, security, fraud prevention, customer accounts and other essential website functionality.

Other technologies may be used for analytics, advertising, attribution and personalisation and may require your consent.

Where consent is legally required, applicable non-essential technologies will be managed through the cookie consent controls available on our website.

You can use these controls to accept, reject or manage applicable categories of cookies and tracking technologies.

Further information may be available through our Cookie Policy or cookie settings.

8. Shopify

The ORVEX online store is operated using Shopify.

Shopify provides ecommerce infrastructure including our website, shopping basket, checkout, customer accounts and related functionality.

Shopify may process information including customer contact details, order information, device and browser information, IP addresses, checkout information and other information necessary to provide and secure its services.

Information processed by Shopify may also be subject to Shopify's applicable privacy practices.

9. Payments and Finance Providers

Payments made through ORVEX are processed using the payment methods and payment providers available through our checkout.

Depending on the payment method selected, relevant providers may process your payment details, billing information, transaction information, device information and fraud-prevention information.

ORVEX generally does not receive or store your complete payment-card number or card security code.

If ORVEX offers a third-party financing, instalment or buy-now-pay-later service, such as Klarna, Clearpay or another provider, information necessary to provide that service may be shared with the relevant provider.

Those providers may conduct their own identity, eligibility, credit, fraud-prevention or other assessments and process information under their own privacy notices.

10. Meta, Facebook and Instagram Advertising

ORVEX uses or may use advertising and measurement services provided by Meta Platforms, including advertising through Facebook and Instagram.

These technologies may include the Meta Pixel and Meta Conversions API.

Subject to your consent choices and applicable law, these technologies may be used to understand how visitors interact with ORVEX advertisements and our website, measure advertising performance, attribute purchases and other conversions to advertising campaigns, improve campaign performance and create or measure advertising audiences where permitted.

Information processed in connection with Meta advertising may include your IP address, browser and device information, website visits, pages and products viewed, advertising interactions, additions to cart, checkout activity, purchases and related conversion information.

Where legally required, non-essential Meta advertising technologies will not be activated until the appropriate consent has been obtained.

Meta may separately process information it receives in accordance with its own privacy practices.

11. Google Services

ORVEX uses or may use services provided by Google for analytics, advertising, website measurement and related business purposes.

These may include Google Analytics, Google Ads and Google Tag Manager where enabled.

Subject to your consent choices and applicable law, these services may process information including your IP address, browser and device information, pages viewed, website interactions, referral information, advertising interactions and conversion events.

This information may help ORVEX understand website performance, measure marketing effectiveness and improve advertising campaigns.

Where consent is required, applicable Google analytics and advertising technologies will be controlled through our cookie consent system.

Google may process information it receives in accordance with its own privacy practices.

12. TikTok Advertising

ORVEX uses or may use TikTok advertising and measurement technologies, including the TikTok Pixel and/or Events API where enabled.

Subject to your consent choices and applicable law, these technologies may help us measure advertising performance, understand interactions with our website, attribute conversions and improve advertising campaigns.

Information processed may include device and browser information, IP address, website activity, products viewed, additions to cart, checkout activity, purchases and interactions with ORVEX advertisements.

Where legally required, applicable TikTok advertising technologies will not be activated until the appropriate consent has been obtained.

TikTok may process information it receives in accordance with its own privacy practices.

13. Klaviyo and Email/SMS Marketing

ORVEX uses or may use Klaviyo to manage customer communications, email marketing, marketing automation and, where enabled, SMS marketing.

Information processed through Klaviyo may include your name, email address, telephone number where provided, marketing consent and preferences, order history, products viewed, shopping activity, email interactions and other information used to administer or personalise communications.

Klaviyo may help ORVEX operate automated communications including welcome messages, abandoned-cart or abandoned-checkout reminders, post-purchase communications, product announcements and marketing campaigns.

Marketing communications will only be sent where permitted by applicable law.

You can unsubscribe from marketing emails using the unsubscribe link contained in those emails. Where SMS marketing is offered, an appropriate opt-out mechanism will also be provided.

Transactional communications relating to an order, pre-order, return, delivery or warranty claim are separate from marketing communications.

14. Alia Sign-Up Forms and Quizzes

ORVEX uses or may use Alia to provide website sign-up forms, promotional experiences, quizzes and customer-preference collection.

If you interact with an Alia form or quiz, we may collect information such as your email address, responses to questions, marketing preferences, discount eligibility and information about your interaction with the form.

For example, ORVEX may ask what you are looking to improve, such as training recovery, performance, tired legs or everyday recovery.

Where appropriate, this information may be associated with your customer or marketing profile and used to understand customer interests and provide more relevant ORVEX communications.

Responses to general recovery-preference questions are not intended to constitute medical diagnoses or medical records.

15. Marketing Communications

Where permitted by law, ORVEX may send information about products, launches, promotions, offers, restocks and other ORVEX news.

Where consent is required, we will obtain appropriate consent before sending the relevant marketing.

You can unsubscribe from email marketing at any time using the unsubscribe link included in our emails.

Where SMS or other electronic marketing is offered, we will provide an appropriate consent and opt-out mechanism.

Unsubscribing from marketing does not prevent us from sending transactional messages required to administer an order, pre-order, delivery, return, warranty claim or customer-service request.

16. Delivery, Logistics and Fulfilment Providers

ORVEX may share information with delivery, logistics and fulfilment providers where necessary to process and deliver customer orders.

Information shared may include your name, delivery address, email address, telephone number, order information and delivery instructions.

These organisations may process information as necessary to provide their services and comply with applicable legal obligations.

17. Fraud Prevention and Security

ORVEX may use Shopify, payment providers and other fraud-prevention or security services to identify suspicious transactions, unauthorised payment activity, account abuse and other potentially fraudulent behaviour.

Information used for these purposes may include order information, payment information, IP address, device and browser information, account activity, delivery information and transaction history.

Where appropriate and lawful, relevant information may be shared with payment providers, fraud-prevention providers, professional advisers, law-enforcement bodies or other competent authorities.

18. Customer Support

When you contact ORVEX customer support, we may process your name, contact information, order information, messages and any photographs, videos, documents or other information you choose to provide.

We use this information to respond to enquiries, investigate problems, administer returns and refunds, process warranty claims and improve our customer service.

Customer-support records may be retained where reasonably necessary for record keeping, dispute resolution, fraud prevention or establishing, exercising or defending legal claims.

19. Social Media

ORVEX operates or may operate accounts on platforms including Instagram, Facebook, TikTok and other social networks.

If you interact with ORVEX through a social-media platform, the platform may provide us with information relating to that interaction in accordance with your settings and the platform's privacy practices.

Social-media platforms operate independently and may process personal information for their own purposes.

20. Who We Share Personal Information With

Depending on how you interact with ORVEX, personal information may be shared with organisations that help us operate our business, including Shopify; payment and finance providers; Meta; Google; TikTok; Klaviyo; Alia; delivery and fulfilment providers; IT and hosting providers; customer-support systems; fraud-prevention providers; accountants; insurers; lawyers; and other professional advisers.

We only share information where there is an appropriate reason and lawful basis for doing so.

We may also disclose information where required by law, court order or a competent regulatory or law-enforcement authority.

ORVEX does not sell personal information merely for payment to unrelated third parties.

21. Business Sale, Investment or Reorganisation

If ORVEX seeks investment or financing, enters into a merger or acquisition, restructures, sells assets or sells all or part of the business, relevant personal information may be disclosed to appropriate prospective investors, purchasers, lenders, professional advisers and other parties involved in the proposed transaction where lawful and reasonably necessary.

If ownership of all or part of ORVEX changes, relevant personal information may transfer as part of that transaction, subject to applicable data-protection requirements.

22. International Data Transfers

Some organisations that provide services to ORVEX may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will use appropriate safeguards where required by applicable data-protection law.

Depending on the destination and circumstances, these safeguards may include UK adequacy regulations, approved contractual safeguards or other legally recognised transfer mechanisms.

23. How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to satisfy applicable legal, accounting, tax, fraud-prevention, warranty and dispute-resolution requirements.

Different categories of information may therefore have different retention periods.

Order and financial records may need to be retained for several years to satisfy legal and accounting obligations.

Customer-service, warranty, return and dispute information may be retained for an appropriate period after the matter has been resolved where necessary to maintain records or establish, exercise or defend legal claims.

Marketing information may be retained until you unsubscribe, withdraw consent where applicable or the information is no longer reasonably required.

Where you opt out of marketing, we may retain limited information on a suppression list so that your preference continues to be respected.

When information is no longer required, we will delete, anonymise or otherwise securely dispose of it where appropriate.

24. How We Protect Personal Information

We use reasonable technical and organisational measures designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

Our ecommerce and payment services use security measures appropriate to online commerce, including encrypted connections where applicable.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

If you create an account, you are responsible for keeping your credentials confidential and should contact us if you believe your account or information has been compromised.

25. Your Data Protection Rights

Depending on the circumstances, UK data-protection law may give you rights including the right to request access to your personal information; request correction of inaccurate or incomplete information; request deletion in certain circumstances; request restriction of processing; object to certain processing; receive certain information in a portable format; and withdraw consent where processing is based on consent.

Some rights are subject to legal conditions and exemptions and therefore may not apply in every circumstance.

We may need to verify your identity before fulfilling a request.

Response time: We aim to respond to valid data-protection requests without undue delay and normally within one month. Where permitted by law, this period may be extended for particularly complex requests or where numerous requests have been made. If an extension is required, we will inform you.

26. Direct Marketing Rights

You have the right to object to the use of your personal information for direct marketing.

You may unsubscribe from ORVEX marketing emails using the unsubscribe link contained in each marketing email.

Where other marketing channels are used, an appropriate method of opting out will be provided.

After you opt out, we may retain limited information on a suppression list so that we can ensure your marketing preference continues to be respected.

27. Automated Decision-Making and Profiling

ORVEX may use certain information to segment audiences, personalise marketing, understand customer interests or improve advertising.

For example, customers may be grouped based on products viewed, purchasing activity, engagement with ORVEX marketing or answers supplied through customer-preference forms.

We do not currently intend to make decisions producing legal or similarly significant effects on customers solely through automated processing unless appropriate information and safeguards are provided as required by law.

Third-party payment, finance or fraud-prevention providers may conduct their own automated identity, fraud, credit or eligibility assessments in accordance with their own privacy practices.

28. Children

ORVEX products and ecommerce services are not specifically directed at young children.

We do not knowingly seek to collect personal information from children where doing so would be inappropriate or unlawful.

If you believe a child has provided personal information to ORVEX in circumstances where it should not have been collected, please contact us.

29. Third-Party Websites

Our website may contain links to third-party websites, social networks, payment services or other services.

ORVEX does not control and is not responsible for the privacy practices of those third parties.

We recommend reviewing their privacy information before providing personal information to them.

30. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes to our business, products, technology, service providers or legal obligations.

The latest version will be published on our website with an updated revision date.

Where required, we will provide appropriate notice before beginning materially different processing of personal information.

31. Complaints

If you have concerns about how ORVEX uses your personal information, please contact us first so that we have an