Privacy policy

Last updated: 21 October 2026

This notice explains how Protien Hub handles personal information when you browse, shop or contact us.

1. Who to contact

Protien Hub is responsible for deciding how customer information is used for running this store, handling orders and providing support. For questions, requests or complaints about our use of your information, contact support@protienhub.shop. Our full business contact details are at the end of this policy.

This notice covers our UK-focused website and customer service. Shopify and some payment or other service providers also process information for their own purposes; their notices explain those activities.

2. Information we receive

Contact and delivery details: name, email, telephone number, billing and delivery address, and information needed to communicate with you.
Order and transaction details: products and variants selected, order history, payment status, delivery, cancellation and refund records. Payment providers process the payment credentials entered through their checkout services.
Support information: messages, product questions and photographs or documents you choose to provide about an order or fault. Please avoid sending unnecessary identity, health or financial information.
Website and device information: IP address, browser and device characteristics, pages or products viewed, cart interactions, cookie identifiers and consent preferences.
Marketing preferences: subscription choices, consent records, unsubscribe requests and interactions with communications where permitted.

We receive information directly from you, automatically through the website and from providers involved in payment, delivery, fraud prevention and operating the store. Without essential order, payment or delivery details, we may be unable to complete a purchase or resolve a related request.

3. Purposes and lawful bases

Orders and customer service: we use contact, transaction and delivery information to take steps you request before a purchase and to perform the purchase contract, including dispatch, returns and order communications.
Legal duties: relevant transaction and correspondence records are used to meet tax, accounting, consumer-protection and other applicable legal obligations.
Security and dispute handling: relevant device, transaction and support records support our legitimate interests in preventing misuse, keeping the store secure and establishing or defending legal claims, balanced against your rights.
Marketing and optional tracking: we rely on consent where required for promotional communications, advertising cookies and similar technologies. Where a lawful existing-customer marketing exception applies, you are given an opportunity to opt out.
Service improvement: feedback and operational information help us understand problems and improve the store. Consent is requested for optional tracking where required; other necessary operational processing is based on our legitimate interests in maintaining a reliable service.

4. Who receives information

Relevant information is shared with Shopify to host and operate the store; payment providers to process transactions; fulfilment and delivery providers to deliver or return goods; and technology or communications providers supporting the services you use. Professional advisers and authorities may receive information where necessary for legal duties, a dispute or a valid legal request.

We share information for the relevant purpose, rather than giving delivery providers access to unrelated customer records. If the business is reorganised or transferred, information may be disclosed where lawful and subject to appropriate confidentiality and privacy protections.

5. Shopify and personalisation

Our store uses Shopify Network Intelligence. Shopify can combine information about your interactions with this store with information from interactions with Shopify and other merchants to improve its services, personalise shopping experiences and support advertising, subject to applicable consent and privacy choices. For those enhanced services, Shopify can act as an independent data controller.

Read the Shopify Consumer Privacy Policy for its processing and visit Shopify’s privacy portal to exercise rights concerning information it controls. Our own support team handles requests about customer records we control.

6. Cookies and marketing choices

Cookies and similar technologies support functions such as the shopping cart, checkout, security and remembering choices. Optional technologies can support analytics, advertising and personalisation. The store’s cookie banner is configured for UK visitors; use its choices to accept or decline optional processing where offered. Essential functions may not work correctly if all cookies are blocked in your browser.

You can unsubscribe from promotional emails using the link in the message or by contacting us. Unsubscribing from marketing does not stop essential messages about an order, return or account security. Contact us if you need help changing a privacy or cookie preference.

7. International processing

UK-only delivery does not mean all data processing occurs in the UK. Our Shopify customer-data hosting setting is the European Union, and Shopify and other service providers can process information in additional countries as described in their privacy notices and contractual arrangements.

Where a restricted transfer requires safeguards, the applicable legal transfer mechanism must be used, such as recognised adequacy arrangements or approved contractual protections. You can contact us for information about the recipient and safeguards relevant to a particular transfer. Shopify explains its international processing in its privacy information.

8. How long information is kept

Retention depends on the purpose and applicable legal requirements. Order and payment records are kept for the accounting, tax, refund and legal-claim periods that apply to the transaction. Support records are kept while an enquiry, return or dispute remains open and for a proportionate period needed to evidence its resolution or handle a related claim.

Marketing preferences are retained while needed to operate the subscription. A minimal suppression record may be retained after you unsubscribe so your choice is respected. Security records are retained according to the incident or risk being investigated. Relevant records may need to be kept longer during a legal dispute or regulatory request. You can ask us about the retention criteria for your particular records.

9. Your UK data-protection rights

Subject to applicable conditions and exceptions, you can request access to your personal information, correction of inaccurate data, erasure, restriction of processing or a portable copy of information you provided. You can object to processing based on legitimate interests and to direct marketing. Where processing relies on consent, you can withdraw it without affecting the lawfulness of earlier processing.

Email us with the right you want to exercise and enough detail to identify the relevant records. We may ask for proportionate identity verification before disclosing or changing personal information. We respond within the time required by law, normally one month; if a lawful extension is needed, we explain it. You will not be treated unfairly for making a request.

10. Security, fraud checks and children

We use the store platform and reasonable access and handling measures to protect information. No internet service can guarantee complete security. Never send a full card number, security code, account password or one-time verification code through our contact form or ordinary email.

Payment and fraud-prevention services may use automated checks to flag or decline a transaction. If you believe a store order decision is wrong, contact us so we can review the issue and explain the available next steps. The store is not directed at children; contact us if you believe a child has supplied personal information that should be removed.

11. Complaints and changes

Please contact us first if you have a concern so we can investigate. You also have the right to complain to the UK Information Commissioner’s Office (ICO) or another competent data-protection authority. You do not have to complete our complaints process before exercising that right.

Updates to this notice are published on this page with a revised date. Where a material change requires additional information or consent, we will provide it as required.