Privacy Policy

An overview of Nutricia Limited's Privacy Policy.

Nutricia Limited, ("Nutricia", "we" or "us") is committed to preserving the privacy of all visitors to and complying with the applicable personal data protection and privacy laws.

This Privacy Policy governs the collection, storage and use of personal information collected by us, Nutricia, via our website at  It is designed to explain to you how we collect, store, use and protect the information that you provide to us.  It provides you with details about the personal information we collect from you, how we use your personal information and your rights to control personal information we hold about you.  Please read this privacy policy carefully – by accessing or browsing this website, you confirm that you have read, understood and agree to this privacy policy in its entirety.  If you do not agree to this privacy policy in its entirety, you must not use this website.

This privacy policy was last updated on 6th September 2012.  Please check back regularly to keep informed of updates to this privacy policy.

Who we are
Nutricia Limited is a company registered in England and Wales (registration number 275552), whose registered office is at Newmarket Avenue, Whitehorse Business Park, Trowbridge, Wiltshire BA14 0XQ.
We respect your right to privacy and will only process personal information you provide to us in accordance with the Data Protection Act 1998, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and other applicable privacy laws.
If you have any questions about how we collect, store and use personal information, or if you have any other privacy-related questions, please contact us by any of the following means:

  • Call Customer Services on 08452 501028; or
  • write to us at Homeward Online, Nutricia Limited, White Horse Business Park, Trowbridge, Wiltshire, BA14 0XQ.

Information that we collect from you
When you access and browse this website (including when you submit personal information to us through data entry fields or otherwise on the website) we may collect the following information from you:

  • your name;
  • your age and sex;
  • your postal address;
  • your phone and e-mail details; and
  • your parent/guardian name and details (if you are under 18) for the purposes of ensuring that we can obtain any consents we may require from them for your usage of the Website and our communications.

We will also combine this information with information we hold on you as an existing patient, including:

  • delivery address
  • prescription exemption reason (with certificate number & expiry date if applicable)
  • delivery instructions
  • current regimen
  • previous regimen

Apart from as expressly set out in this privacy policy, we will not disclose, sell or rent your personal information to any third party unless you have consented to this. If you do consent but later change your mind, you may contact us and we will cease any such activity.

However, if a third party acquires all (or substantially all) of our business and/or assets, we may disclose your personal information to that third party in connection with the acquisition. We may also disclose your personal information where we are required to do so by applicable law, by a governmental body or by a law enforcement agency.

Finally, we may also collect anonymised details about visitors to our website for the purposes of aggregate statistics or reporting purposes.  However, no single individual will be identifiable from the anonymised details we collect for these purposes.
You may choose not to give your consent or provide your details. This will, however, mean that you will not be able to register on the website, subscribe to services or use the ordering tools on the site.

Storage and Use of your personal information
We (or third party data processors acting on our behalf) may collect, store and use your personal information listed above for the following purposes:

  • to make this website available to you and to provide you with content which is tailored to your individual tastes;
  • to answer to your questions (including complaints) and send you emails; to contact you for your views on our services;
  • to notify you occasionally about important changes or developments to the site or our services and
  • to collect and aggregate statistics.

We may also use your personal information for the following purposes, which may involve disclosure to certain third parties as identified:

  • we will need to check that you have a valid prescription and may need to confer with your healthcare professionals to ensure this is correct;
  • we will need to pass your information, including any prescription for the goods, to our carefully selected third party pharmacist to enable the dispensing and delivery of the goods to you; and
  • we may use carefully selected third party organisations to deliver the goods to you, and will disclose your information to them under terms of strict security in accordance with our obligations under the Data Protection Act 1998. Such disclosure will only be for the purpose of the delivery of the goods to you.

Further, where you have given your explicit consent we will use your information to personalise your browsing experience.

Your personal and prescription data will be pulled from our current database (created from the patient information passed to us by you or by your healthcare professionals in the normal course of care), used for telephone stock checking, and displayed in an online format using this site. Once you have logged off the site your data will be no longer displayed online and is only stored securely within our database, until the next time you log on.

Retention policy
We will retain your information for a reasonable period or as long as the law requires. After this period, your personal information will be deleted from our systems.

Accessing and updating your personal information
You are entitled to see the information held about you and you may ask us to correct, revise or fully remove your personal information you have given to us. If you wish to do this, please call Customer Services on 08452 501028 or write a letter to Homeward Online, Nutricia Limited, White Horse Business Park, Trowbridge, Wiltshire, BA14 0XQ.

We are engaged in respecting your private life and protecting the information you submit. The security of your personal information is one of our highest priorities.

We employ security measures to protect your information from access by unauthorized persons and against unlawful processing, accidental loss, destruction and damage.
We also train and bring awareness to our employees as to the importance of privacy, confidentiality and security of your personal information.

Further, contracts are in place with contractors, which supports our business (such as our internet service provider and delivery logistics provider), to ensure that your personal information remains secure.
Here follows a list of the procedures that we implement to protect your privacy:

  • a username and a password are needed to access personal information;
  • firewalls are implemented to protect information stored in our servers;
  • confidentiality agreements are signed with employees who have access to your personal information;
  • all employees adhere to our privacy policy and face severe sanctions if they break it;
  • system back-ups are set to ensure the integrity of your personal information.

Although we take appropriate technical and organisational measures to safeguard your data, there is always some risk that unscrupulous operators may find a way to penetrate our security systems and no transmission over the Internet can ever be guaranteed secure. As such, we cannot completely guarantee the security of any personal information that you transfer over the Internet to us.

The personal information collected on the website may be disclosed to other companies within the Danone Group, Nutricia's contractors and agencies hired by Nutricia in accordance with this Privacy Policy. Apart from the sale of any relevant part of Nutricia business including this website, requests from government bodies and law enforcement agencies or performance of services by contractors that support our business (such as our internet service provider), we will not disclose your personal information to any third party without your prior consent.

This website uses cookies and allows third party cookies.
Cookies are small data files which are placed on your computer by this website and which collect certain personal information about you. Cookies make it easier for you to log on to and use the site during future visits. They also allow us to monitor website traffic and to personalize the content of the site for you.

We will request your consent to place cookies to gather information about your visits and use of the website to enhance your browsing experience, with the exception of cookies that are used for the sole purpose of carrying out the transmission of communication over the internet or that are strictly necessary to carry out the service requested by you.  You can change your website browser settings to reject all cookies if you so wish, but please note that if you do this it may impair the functionality of this website.  For further information on our cookie policy, please visit

Cookies will not be used for unsolicited communications. For further information about cookies, including how to refuse cookies, please visit

Privacy policy changes
Any changes to our privacy policy in the future will be posted to this site and, where appropriate, through email notification to you. If you continue to use this website that means that you have accepted changes.