Privacy Policy

Puca Coffee

Last updated: June 2026

1. Who We Are

This website is operated by:

Puca Italian Essence Ltd.
Trading as Puca Coffee

Address:
Kellystown Road
Sandyford
Dublin
Ireland

VAT Number: IE4416111PH

Email: info@pucacoffee.ie
Website: www.pucacoffee.ie

For the purposes of the General Data Protection Regulation (GDPR), Puca Italian Essence Ltd. is the Data Controller of your personal data.

We are committed to protecting your privacy and handling your personal information transparently, securely, and in accordance with GDPR and Irish data protection law.

2. What Personal Data We Collect

We collect personal data depending on how you interact with our website.

Orders (WooCommerce)

When you place an order we collect:

• Name
• Billing address
• Shipping address
• Email address
• Phone number
• Order details
• Payment information (processed securely by payment providers)

We do not store full credit card details.

Online Order Withdrawal Requests

When you use our Withdraw from an Online Order page, we may collect and process:

• Name
• Email address
• Order number
• Products and quantities included in the withdrawal request
• Date and time of the request
• Any optional message or information you provide
• Withdrawal status and outcome
• Related return, communication, and refund records

We use this information to:

• Identify and verify the relevant order
• Record and acknowledge your withdrawal notification
• Manage returns and refunds
• Communicate the next steps
• Prevent duplicate or fraudulent requests
• Maintain appropriate customer service and legal records
• Comply with consumer protection and other legal obligations

The legal bases for this processing may include fulfilling our contract with you, complying with our legal obligations, and our legitimate interests in managing customer service, returns, disputes, and fraud prevention.

Withdrawal information is not used for unrelated marketing unless you have separately consented to receive marketing communications.

Contact Forms (Contact Form 7)

When you contact us through a website form, we may collect:

• Name
• Email address
• Phone number, if provided
• Order number or order information, if provided
• Product or coffee-machine details
• Machine model or serial number, where relevant
• Photographs, videos or other files you choose to provide
• The content of your message

We use this information to respond to your enquiry, provide customer support, manage orders, returns or warranty matters, maintain appropriate business records and comply with applicable legal obligations.

Information submitted through our forms may be processed using the service providers described elsewhere in this Privacy Policy, including email, customer-support, cloud, productivity and automation services where reasonably necessary.

Please avoid submitting sensitive personal information that is not necessary for us to deal with your enquiry.

Customer Support & CRM (Jetpack CRM)

Customer information may be stored in our customer relationship management system for:

• order history
• customer support
• warranty support
• service enquiries

Live Chat (3CX)

If you use live chat on our website we may collect:

• Name (if provided)
• Email address (if provided)
• Chat messages
• Technical information about your device

Chat conversations may be stored for support and quality purposes.

Newsletter (Brevo)

If you subscribe to our newsletter we collect:

• Name
• Email address
• Marketing preferences

We may track interactions such as email opens or clicks to improve communications.

You may unsubscribe at any time by clicking the unsubscribe link in any email.

Technical Information

When visiting our website we may automatically collect:

• IP address
• Browser type
• Device information
• Website usage data
• Cookies

3. How We Use Your Data

We may use your personal data for the following purposes:

• Processing orders, payments, deliveries and refunds
• Managing online withdrawal requests, returns and warranty matters
• Providing customer service and technical support
• Responding to enquiries submitted by email, contact form, live chat or telephone
• Sending order confirmations, delivery updates and service communications
• Maintaining customer, order, accounting, tax and legal records
• Preventing fraud, misuse, duplicate requests and security incidents
• Improving our website, products, services and customer experience
• Using technology, productivity and automation services to support customer service, administration and business operations
• Sending newsletters and marketing communications where you have provided consent
• Complying with consumer protection, tax, accounting, data protection and other legal obligations
• Establishing, exercising or defending legal claims

4. Legal Basis for Processing

Under the General Data Protection Regulation, we rely on one or more of the following legal bases when processing personal data:

Contractual Necessity

We process personal data where it is necessary to enter into or perform a contract with you. This includes:

• processing and delivering orders
• taking and managing payments
• sending order and delivery communications
• managing cancellations, withdrawal requests, returns and refunds
• providing customer support relating to your purchase
• handling faults, repairs and warranty matters

Legal Obligations

We process personal data where necessary to comply with legal obligations, including:

• tax and accounting requirements
• consumer protection obligations
• product safety and traceability requirements
• responding to lawful requests from regulators, courts or public authorities
• complying with data protection and other applicable laws

Legitimate Interests

We may process personal data where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

These interests may include:

• providing efficient and consistent customer service
• maintaining appropriate order, support and business records
• preventing fraud, duplicate requests, misuse and security incidents
• protecting our website, systems, customers and business
• improving our products, services and website
• using technology, cloud, productivity and automation services to support customer service, administration and business operations

• establishing, exercising or defending legal claims

Where we rely on legitimate interests, we consider whether the processing is necessary, proportionate and reasonably expected in the circumstances.

Consent

We rely on consent where required, including for:

• sending newsletters and marketing communications
• using optional advertising, analytics or marketing cookies
• any other processing where consent is the most appropriate legal basis

You may withdraw your consent at any time. Withdrawing consent does not affect the lawfulness of processing carried out before the withdrawal.

5. Payment Processing

Payments on this website are processed securely by trusted payment providers including:

• WooPayments
• Square
• Stripe (used by WooPayments)

We do not store full credit or debit card details on our servers.

These payment providers process your data according to their own privacy policies.

6. Email Communications

Emails sent to or from Puca Coffee may be processed through our website, email-delivery services and email providers, including WP Mail SMTP, Google email services and our hosting or email-routing providers.

We may use email to:

• respond to customer enquiries
• send order, payment and delivery updates
• acknowledge withdrawal, return and warranty requests
• provide customer support and troubleshooting
• communicate about refunds, repairs or replacements
• maintain appropriate business, customer-service and legal records

Authorised Puca Coffee personnel and relevant service providers may access email communications where reasonably necessary to deliver messages, provide technical support, protect our systems or manage customer-service matters.

Technology, cloud, productivity and automation services may be used where reasonably necessary to help manage email communications, customer service and business administration. Puca Coffee remains responsible for customer communications and decisions.

We retain email communications only for as long as reasonably necessary for customer service, order management, accounting, legal compliance, dispute resolution and business record-keeping.

You may contact us at [email protected] if you have questions about how your personal data is handled.

7. Data Sharing

We may share personal data with trusted third parties where reasonably necessary to operate our business, fulfil orders, provide customer support, comply with legal obligations or protect our legitimate interests.

These third parties may include:

• Payment providers, including WooPayments, Stripe and Square
• Courier, postal and delivery companies
• Website hosting, security, backup and technical-support providers
• Email delivery and communication providers
• Customer relationship management and customer-support tools
• Live-chat providers, including 3CX
• Email marketing providers, including Brevo, where you have subscribed to marketing communications
• Technology, cloud, productivity and automation service providers, including OpenAI, where reasonably necessary to support customer service, correspondence, order administration and internal business operations
• Accountants, legal advisers, insurers and other professional advisers
• Government authorities, regulators, courts or law-enforcement bodies where disclosure is required or permitted by law

We share only the information reasonably necessary for the relevant purpose. Depending on the service and circumstances, these organisations may process personal data on our behalf as service providers or may act as separate data controllers under their own legal responsibilities.

Where third-party providers process personal data on our behalf, we seek to use providers that offer appropriate data-protection, confidentiality and security arrangements.

Some providers may process information outside the European Economic Area. Further information about international transfers and the safeguards used is provided in Section 8.

We do not sell or rent your personal data to third parties.

We do not share your personal data with advertisers for their own independent marketing purposes unless you have separately consented or the disclosure is otherwise permitted by law.

8. International Data Transfers

Some of the service providers we use may process or store personal data outside Ireland or the European Economic Area. This may include providers of payment services, website hosting, email communications, customer support, marketing, cloud, productivity and automation services.

Where personal data is transferred outside the European Economic Area, we take reasonable steps to ensure that an appropriate lawful transfer mechanism is in place.

Depending on the provider and destination, these safeguards may include:

• an adequacy decision issued by the European Commission
• European Commission-approved Standard Contractual Clauses
• supplementary technical and organisational safeguards
• another lawful transfer mechanism permitted under applicable data protection law

Where a provider acts as a data processor on our behalf, we seek to use appropriate contractual and data-protection arrangements governing its processing of personal data.

You may contact us at [email protected] if you would like further information about international transfers relating to your personal data or the safeguards that apply.

9. Data Retention

We retain personal data only as long as necessary.

Typical retention periods include:

Order records: up to 7 years (tax requirements)
Customer enquiries: up to 24 months
Newsletter data: until you unsubscribe
Chat support records: as required for customer service

Withdrawal, return and refund records: generally retained with the related order records for up to 7 years, or for longer only where required by law or reasonably necessary for an ongoing dispute, chargeback, regulatory matter or legal claim.

10. Your Rights Under GDPR

You have the right to:

• Access your personal data
• Correct inaccurate data
• Request deletion of your data
• Restrict processing
• Object to processing
• Withdraw consent
• Request data portability
• Lodge a complaint with the Irish Data Protection Commission