Privacy policy
Privacy Policy
Last updated: 28 June 2026
This Privacy Policy explains how TROFILAB, operated by Horizon Retail Ltd, collects, uses, stores and shares your personal information when you visit our website, use our online store, place an order, contact us, sign up to marketing or otherwise interact with us.
In this Privacy Policy, "TROFILAB", "we", "us" and "our" refer to TROFILAB and Horizon Retail Ltd. "You" and "your" refer to the customer, website visitor or person using our website or services.
TROFILAB is operated by:
Horizon Retail Ltd 3rd Floor, 86–90 Paul Street London England EC2A 4NE
Email: support@trofilab.com
For the purposes of UK data protection law, Horizon Retail Ltd is the data controller of the personal information we collect and use.
Please read this Privacy Policy carefully. It explains what personal information we collect, how we use it, why we use it, who we share it with, how long we keep it and what rights you have.
1. About TROFILAB
TROFILAB is a food supplement brand operated by Horizon Retail Ltd.
We operate our website and online store to sell food supplement products, process customer orders, provide customer support, send marketing where permitted, improve our website and manage our business.
Our online store is powered by Shopify, which provides the ecommerce platform that allows us to sell our products and process orders.
2. Personal Information We Collect
The personal information we collect depends on how you interact with us.
We may collect the following types of personal information:
Contact information
This may include:
- your name;
- email address;
- billing address;
- delivery address;
- phone number; and
- contact preferences.
Order and transaction information
This may include:
- products you order;
- order number;
- order history;
- billing and delivery details;
- payment status;
- refund, return or cancellation information;
- delivery tracking information; and
- customer service notes relating to your order.
Payment information
Payments are processed by Shopify, payment providers and other third-party payment processors.
We do not normally store your full credit card or debit card details ourselves. Payment providers may process your payment card details, billing details, payment confirmation and transaction information in order to complete your purchase.
Account information
If you create an account, we may collect:
- username;
- password or login credentials;
- account preferences;
- saved addresses;
- order history; and
- communication preferences.
Website and device information
When you visit our website, we may collect information such as:
- IP address;
- device type;
- browser type;
- operating system;
- pages viewed;
- products viewed;
- time and date of visits;
- referring website;
- approximate location based on IP address;
- cookie identifiers;
- advertising identifiers; and
- information about how you interact with our website.
Marketing and advertising information
If you sign up to receive marketing or interact with our ads, we may collect:
- email address;
- phone number, if provided for SMS marketing;
- marketing preferences;
- email open and click activity;
- abandoned basket activity;
- advertising interactions; and
- information about your engagement with our website and campaigns.
Communications with us
If you contact us by email, contact form, social media, review platform or another channel, we may collect:
- your name;
- contact details;
- message content;
- attachments or images you send us;
- customer support history; and
- any other information you choose to provide.
Please do not send us detailed medical or health information unless it is necessary for your enquiry. If you choose to provide health-related information, we will only use it to respond to your enquiry and will not use it for marketing.
Reviews and user content
If you leave a review, testimonial, comment, photo, video or other content, we may collect:
- your name or display name;
- review content;
- star rating;
- product purchased;
- photos or videos you upload; and
- any information you include in your review.
3. How We Collect Personal Information
We may collect personal information in the following ways:
Directly from you
For example, when you:
- place an order;
- create an account;
- sign up to our mailing list;
- contact customer support;
- complete a form;
- leave a review;
- enter a promotion;
- respond to a survey; or
- communicate with us.
Automatically through our website
For example, through:
- cookies;
- pixels;
- analytics tools;
- advertising technologies;
- log files; and
- similar tracking technologies.
From service providers
For example, from:
- Shopify;
- payment processors;
- delivery companies;
- fulfilment partners;
- customer support tools;
- review platforms;
- analytics providers;
- marketing platforms; and
- advertising platforms.
From third parties
For example, from:
- social media platforms;
- advertising partners;
- fraud prevention providers;
- public sources;
- business partners; or
- people who contact us on your behalf.
4. How and Why We Use Personal Information
We only use personal information where we have a lawful reason to do so.
The main lawful bases we rely on are:
- Contract: where we need to use your information to provide products or services you have requested.
- Legal obligation: where we need to use your information to comply with the law.
- Legitimate interests: where we have a business reason to use your information, provided your rights and interests do not override that reason.
- Consent: where you have given us permission, such as for certain marketing or cookies.
- Vital interests: in rare cases, where processing is needed to protect someone's life.
5. Purposes and Lawful Bases
To process and fulfil orders
We use your personal information to:
- process your order;
- take payment;
- confirm your purchase;
- arrange delivery;
- provide order updates;
- deal with returns, refunds and cancellations; and
- provide customer support.
Lawful basis: Contract.
To process payments
We use payment information to take payment, process refunds and prevent payment fraud.
Payments are handled by Shopify, payment providers and payment processors.
Lawful basis: Contract, legitimate interests and legal obligation.
To deliver products
We use your name, address, contact details and order information to arrange delivery and provide tracking updates.
Lawful basis: Contract.
To provide customer support
We use your personal information to respond to questions, complaints, refund requests, product queries and other support enquiries.
Lawful basis: Contract and legitimate interests.
To manage your account
If you create an account, we use your information to provide account access, save your details, show order history and manage your preferences.
Lawful basis: Contract and legitimate interests.
To send service messages
We may send you non-marketing messages about your order, account, delivery, payment, refund, safety notices or important changes to our policies.
Lawful basis: Contract, legal obligation and legitimate interests.
To send marketing
We may send you marketing emails or SMS messages where you have given consent or where we are permitted to do so under applicable law.
Marketing may include product updates, offers, promotions, brand news, educational content and abandoned basket reminders.
You can unsubscribe from marketing emails at any time by clicking the unsubscribe link in our emails or contacting us at support@trofilab.com.
If we send SMS marketing, you can opt out by following the instructions in the message.
Lawful basis: Consent or legitimate interests, where permitted by law.
To show online advertising
We may use cookies, pixels and similar technologies to show relevant ads on platforms such as Meta, TikTok, Google or other advertising networks.
This may include retargeting ads based on products you viewed, added to basket or purchased.
Where required, we will only use non-essential advertising cookies or pixels with your consent.
Lawful basis: Consent and legitimate interests, where permitted by law.
To improve our website and services
We use website and customer information to understand how people use our website, improve the shopping experience, fix technical issues, test new features and improve our products and services.
Lawful basis: Legitimate interests and consent where required for cookies or similar technologies.
To prevent fraud and protect security
We use personal information to detect, prevent and investigate fraud, suspicious activity, security incidents, misuse of our website or unlawful behaviour.
Lawful basis: Legitimate interests and legal obligation.
To comply with legal, tax and accounting obligations
We use and retain personal information where necessary to comply with legal obligations, including tax, accounting, consumer protection, product safety and regulatory requirements.
Lawful basis: Legal obligation.
To manage reviews and user content
We may use reviews, testimonials, photos, videos or feedback to operate our website, display customer reviews and promote our products where permitted.
Lawful basis: Consent, contract and legitimate interests.
6. Food Supplement and Health-Related Enquiries
TROFILAB sells food supplements.
We do not intentionally collect medical records or detailed health information.
However, you may choose to provide health-related information when contacting us, for example if you ask whether a product is suitable for you.
Please note that we cannot provide medical advice. If you have a medical condition, take medication, are pregnant, breastfeeding or unsure whether a supplement is suitable for you, please speak to a qualified healthcare professional.
If you provide health-related information, we will only use it to respond to your enquiry, handle your request and keep an appropriate record of the communication.
We will not use health-related information for marketing.
7. Cookies and Similar Technologies
Our website uses cookies and similar technologies.
Cookies are small files placed on your device when you visit a website. Similar technologies may include pixels, tags, scripts, local storage and tracking technologies.
We may use cookies for the following purposes:
Essential cookies
These are needed for the website to work properly, such as enabling checkout, security, basket functionality and account login.
Performance and analytics cookies
These help us understand how visitors use our website, which pages are visited and how we can improve the website.
Preference cookies
These remember choices you make, such as region, currency or display preferences.
Advertising and targeting cookies
These help us measure advertising performance and show more relevant ads on platforms such as Meta, TikTok, Google and other advertising networks.
Where required, we will ask for your consent before using non-essential cookies, including analytics and advertising cookies.
You can manage or withdraw cookie consent using the cookie banner or preference tool on our website, where available.
You can also control cookies through your browser settings.
If you block or delete cookies, some parts of the website may not work properly.
For more information, please see our Cookie Policy.
8. Email and SMS Marketing
We may send marketing emails or SMS messages if:
- you have subscribed to receive them;
- you have consented to receive them;
- you have purchased from us and we are permitted to contact you about similar products; or
- another lawful basis applies.
You can opt out of marketing at any time.
To unsubscribe from emails, click the unsubscribe link in the email or contact us at support@trofilab.com.
To opt out of SMS marketing, follow the instructions in the SMS message, where applicable.
Even if you opt out of marketing, we may still send you service messages relating to your orders, account, delivery, refunds, legal notices or important customer information.
9. Who We Share Personal Information With
We may share your personal information with trusted third parties where necessary to operate our business, provide our services, fulfil orders or comply with the law.
This may include:
Shopify
Our store is powered by Shopify. Shopify provides ecommerce, checkout, hosting, payment and related services.
Payment providers
Payment providers process payments, refunds and fraud checks.
Delivery and fulfilment partners
We share delivery details with couriers, postal services, warehouse providers and fulfilment partners so they can deliver your order.
Technology and website providers
We may share information with providers that support our website, hosting, security, analytics, email systems, customer service tools and business systems.
Marketing and advertising partners
Where permitted, we may share information with marketing platforms, advertising networks, analytics providers and social media platforms to send marketing, measure performance and show relevant ads.
Review platforms
If you leave a review or receive a review invitation, relevant information may be shared with review platforms.
Professional advisers
We may share information with accountants, lawyers, insurers, consultants and other professional advisers where necessary.
Legal and regulatory authorities
We may share information where required by law, court order, regulator, government authority, law enforcement agency or to protect our legal rights.
Business transfers
If we sell, merge, restructure or transfer all or part of our business, personal information may be shared with relevant parties as part of that transaction.
We do not sell your personal information.
10. Shopify
Our online store is powered by Shopify.
When you visit our website, place an order or interact with our store, Shopify may collect and process personal information to provide ecommerce, checkout, payment, analytics, fraud prevention, hosting and related services.
Information you provide through our store may be transmitted to and processed by Shopify and its service providers.
Shopify may process personal information outside the United Kingdom.
Shopify may also process certain information for its own purposes, as explained in Shopify's own privacy notices.
You can learn more by reviewing:
- Shopify's Consumer Privacy Policy: https://www.shopify.com/legal/privacy/consumers
- Shopify's Privacy Portal: https://privacy.shopify.com
11. International Transfers
Some of our service providers may process personal information outside the United Kingdom.
Where we transfer personal information outside the UK, we will take appropriate steps to protect it in accordance with applicable data protection law.
This may include relying on:
- adequacy decisions;
- standard contractual clauses;
- the UK International Data Transfer Agreement;
- the UK Addendum to the EU Standard Contractual Clauses; or
- other lawful transfer mechanisms.
12. How Long We Keep Personal Information
We keep personal information only for as long as necessary for the purposes described in this Privacy Policy.
How long we keep information depends on the type of information and why we collected it.
For example:
- order and transaction records may be kept for as long as needed to fulfil orders, handle returns, provide customer support and meet tax or accounting obligations;
- customer support messages may be kept for as long as needed to resolve the enquiry and keep appropriate business records;
- marketing information is kept until you unsubscribe, withdraw consent or your details are no longer needed;
- account information is kept while your account remains active or until you ask us to delete it, subject to legal and business requirements;
- cookie and analytics information is kept for the period set by the relevant cookie or technology provider; and
- legal, tax and accounting records may be kept for up to 6 years or longer where required by law.
When personal information is no longer needed, we will delete it, anonymise it or securely retain it only where legally required.
13. Security
We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction.
However, no website, system or method of transmission over the internet is completely secure.
You are responsible for keeping your account login details confidential.
Please do not send sensitive or confidential information to us through insecure channels.
If you believe your account or information has been compromised, please contact us at support@trofilab.com.
14. Your Rights
Depending on your location and the circumstances, you may have rights under data protection law.
These may include:
Right of access
You can ask us for a copy of the personal information we hold about you.
Right to rectification
You can ask us to correct inaccurate or incomplete personal information.
Right to erasure
You can ask us to delete your personal information in certain circumstances.
Right to restriction
You can ask us to restrict how we use your personal information in certain circumstances.
Right to object
You can object to our use of your personal information in certain circumstances, including certain uses based on legitimate interests and direct marketing.
Right to data portability
You can ask to receive certain personal information in a structured, commonly used and machine-readable format.
Right to withdraw consent
Where we rely on consent, you can withdraw your consent at any time.
Withdrawing consent will not affect any processing carried out before consent was withdrawn.
Right to complain
You have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk if you are unhappy with how we use your personal information.
We would appreciate the chance to deal with your concerns first, so please contact us at support@trofilab.com.
15. How to Exercise Your Rights
To exercise your rights, please contact us at:
support@trofilab.com
We may need to verify your identity before responding to your request.
We will respond within the timeframe required by applicable law.
In some cases, we may not be able to fulfil your request, for example if we need to keep information to comply with legal obligations or defend legal claims.
16. Children's Privacy
Our website and products are not intended for children under 18.
We do not knowingly collect personal information from children.
If you believe a child has provided personal information to us, please contact us at support@trofilab.com and we will take appropriate steps to delete it where required.
17. Third-Party Websites
Our website may contain links to third-party websites, platforms or services.
We are not responsible for the privacy practices, content or security of third-party websites.
If you click a third-party link, you should review that website's privacy policy before providing personal information.
18. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
When we update it, we will change the "Last updated" date at the top of this page.
If we make material changes, we may provide additional notice, such as by email or a notice on our website.
The latest version of this Privacy Policy will always be available on our website.
19. Contact Us
If you have any questions about this Privacy Policy, how we use your personal information or how to exercise your rights, please contact us at:
Horizon Retail Ltd 3rd Floor, 86–90 Paul Street London England EC2A 4NE
Email: support@trofilab.com