Privacy policy

Last updated: 21 September 2026

1. Who we are

WaterWell is a brand of Basetwelve Limited, a company registered in England and Wales (company number 10640816). Our registered office is at International House, 64 Nile Street, London N1 7SR, United Kingdom.

This policy explains how we collect, use and protect your personal information when you visit orderwaterwell.com (the "Site"), buy from us, contact us or take part in our promotions. Basetwelve Limited is the controller of your personal information. In this policy, "we", "us" and "our" mean Basetwelve Limited.

If you have any questions, email us at hello@orderwaterwell.com.

Our EU representative: because we're based outside the EU, we've appointed Logispro s.r.o. as our representative in the EU under Article 27 of the EU General Data Protection Regulation (GDPR). If you're in the EU, you can contact them about how we use your personal information at Klírova 1912/12, Chodov, 148 00 Praha, Czech Republic, or office@logispro.cz. Please only contact Logispro about data protection matters. They can't help with orders, deliveries, returns, refunds, warranty claims or product questions, so please email us at hello@orderwaterwell.com about those. You can also contact us directly about your personal information.

2. The information we collect

Information you give us

Order details: your name, billing and delivery addresses, email address, phone number and what you've ordered. Our payment providers process your payment, so we never see or store your full card details.
Account details: if you create an account, your login details and order history.
Support and warranty requests: anything you send when you contact us, such as your order number, messages, and photos or videos of a product. This includes products you bought from another retailer or marketplace.
Social media: messages, comments and posts you send us or tag us in.
Marketing preferences: whether you've signed up to our emails.
Reviews and competition entries: what you give us when you review a product or enter a competition or giveaway.
Affiliate and creator details: if you join our affiliate programme or work with us as a creator, your name, contact details, social media handles and payment details, plus records of referrals and commission.

Information we collect automatically

When you use the Site, we and our partners collect information about your device and how you use the Site. This includes your IP address, browser and device type, time zone, the pages and products you view, the website or search terms that brought you here, and whether you open or click on our emails. We collect this using cookies and similar technologies (see section 6).

Information from other sources

Payment providers and fraud-prevention tools: for example, confirmation that your payment went through, and fraud risk checks.
Delivery companies: tracking and delivery updates.
Partner brands: if you enter a competition run by another brand and choose to hear from WaterWell, that brand may share your name and contact details with us.

3. How we use your information

We only use your information where the law allows. The legal basis for each use is shown in brackets.

To process and deliver your order, including taking payment, sending order and delivery updates, and handling returns, refunds and warranty claims (contract). We need your name, address and contact details to do this. Without them, we can't fulfil your order.
To reply when you contact us, including on social media (contract, where it relates to an order; otherwise our legitimate interest in answering enquiries).
To send you marketing emails about new products and offers, if you've signed up (consent).
To ask you to review your purchase, for example through Trustpilot (legitimate interests: collecting genuine customer feedback).
To run competitions and giveaways and send prizes to winners (legitimate interests: running our promotions).
To run our affiliate programme and pay commission (contract).
To understand how people use the Site, improve it and measure our advertising, and to show you relevant ads on other websites (consent, given through our cookie banner).
To prevent fraud and keep the Site secure (legitimate interests: protecting our customers and our business).
To keep records and meet our legal obligations, such as tax, accounting and consumer law (legal obligation).
To establish, exercise or defend legal claims (legitimate interests).

We don't make decisions that significantly affect you based solely on automated processing.

4. Marketing emails

If you sign up through our newsletter form or tick the box at checkout, we'll email you about new products, offers and WaterWell news. Every email includes an unsubscribe link, or you can email hello@orderwaterwell.com to opt out at any time. We may use information about which emails you open and click on to make our emails more relevant to you.

We don't sell or rent your personal information to anyone.

5. Who we share your information with

We only share your information when it's needed for the purposes above. Service providers act on our instructions and can only use your information to provide their services to us.

Shopify, which hosts our store and checkout. If you use Shop Pay, Shopify also uses your information under its own policy. See Shopify's Consumer Privacy Policy.
Payment providers, including PayPal and Klarna, and Apple Pay or Google Pay if you use them. PayPal and Klarna use your information under their own privacy notices: see PayPal and Klarna. If you pay with Klarna, Klarna may carry out identity and credit checks.
Warehouse and delivery partners in the UK, the EU and the US, and the delivery companies that carry your parcel.
Software providers we use to send emails, handle customer service and run our business.
Analytics and advertising partners, such as Google and Meta (Facebook and Instagram), if you accept these cookies. See how Google uses information from sites that use its services.
Trustpilot, if we invite you to review your purchase through its invitation service. We share your name, email address and order reference so it can send the invitation. See Trustpilot's privacy policy.
GoAffPro, which runs our affiliate programme and tracks referrals.
Partner brands, if we run a joint promotion. The promotion's terms will say who receives your details.
Professional advisers, such as accountants, lawyers and insurers.
Authorities, such as HMRC, the police or regulators, where the law requires it, or to prevent fraud or protect our rights.
A buyer or successor, if all or part of our business is sold or reorganised.

6. Cookies and similar technologies

Cookies are small files stored on your device when you visit a website. We use:

Essential cookies, which make the Site work (for example your basket, checkout and security). These are always on.
Analytics cookies, which show us how visitors use the Site so we can improve it.
Advertising and affiliate cookies, which measure our ads, show you relevant ads on other websites and credit the affiliate or creator who referred you. Our advertising partners may collect information about your browsing across different websites over time.

Where the law requires it, including in the UK and EU, we only use analytics, advertising and affiliate cookies if you agree to them through our cookie banner. You can also block or delete cookies in your browser settings, but parts of the Site may not work properly without essential cookies.

Do Not Track: the Site doesn't currently respond to "Do Not Track" signals from browsers. You can still control cookies as described above.

7. International transfers

We're based in the UK, but some of our team and service providers are located elsewhere, including in the EU, the United States, Canada and Asia. When we transfer your information outside the UK or EEA, we make sure appropriate safeguards are in place. For example, we rely on UK or EU "adequacy" decisions or use approved data protection contract clauses. Contact us if you'd like more details.

8. How long we keep your information

Orders and transactions: six years from the end of the financial year in which you ordered, as tax and accounting rules require.
Support and warranty correspondence: for as long as we need it to resolve your request and deal with any follow-up, including for the length of your warranty.
Your account: until you ask us to close it. We'll still keep order records as described above.
Marketing: until you unsubscribe. After that, we keep your email address on a suppression list so we don't email you again.
Competition entries: until the competition has ended, prizes have been delivered and any queries have been dealt with, unless you've signed up to hear from us.
Affiliate records: for as long as you're in the programme, then six years for commission and tax records.
Cookies: from the end of your browsing session up to two years, depending on the cookie.

9. Keeping your information secure

Our store runs on Shopify, whose checkout meets the payment card industry's security standard (PCI DSS). Information sent to and from the Site is encrypted, and only people who need your information to do their jobs can access it. No website is completely secure, but we take appropriate steps to protect your information.

10. Your rights

Depending on where you live, you have the right to:

access the personal information we hold about you and get a copy of it
ask us to correct information that's wrong or incomplete
ask us to delete your information
ask us to limit how we use your information
object to how we use your information, including stopping marketing at any time
receive the information you gave us in a portable format, or ask us to send it to another organisation
withdraw your consent at any time where we rely on it (this doesn't affect anything we did before you withdrew it)

To make a request, email hello@orderwaterwell.com. It's free, but we may ask you to confirm your identity. We'll respond within one month, or tell you if we need longer (up to two more months for complex requests). Some rights have limits. For example, we have to keep order records for tax purposes even if you ask us to delete them.

11. Complaints

If you're unhappy with how we've handled your information, please contact us first at hello@orderwaterwell.com. We'll acknowledge your complaint within 30 days, look into it without undue delay, keep you updated and tell you the outcome.

You also have the right to complain to the UK's data protection regulator, the Information Commission, at ico.org.uk or on 0303 123 1113. Until 30 September 2026 it is called the Information Commissioner's Office (ICO). If you live in the EU, you can also contact our EU representative (see section 1) or complain to the data protection authority in your country.

12. Children

The Site is intended for adults. We don't knowingly collect personal information from children under 16. If you think a child has given us their information, please contact us and we'll delete it.

13. Other websites

The Site links to other websites and social media platforms, such as Trustpilot and Instagram. Their own privacy policies apply when you use them.

14. Changes to this policy

We may update this policy from time to time. We'll post the new version here and change the date at the top. If we make significant changes, we'll take reasonable steps to let you know, for example by email or with a notice on the Site.

15. Contact us

Basetwelve Limited (WaterWell), International House, 64 Nile Street, London N1 7SR, United Kingdom. Email: hello@orderwaterwell.com

EU representative (data protection matters only): Logispro s.r.o., Klírova 1912/12, Chodov, 148 00 Praha, Czech Republic. Email: office@logispro.cz