FrankEnergie Shop – operated by EcomHero B.V.
This privacy statement describes how EcomHero B.V. processes personal data in connection with FrankEnergie Shop at shop.frankenergie.nl.
Privacy statement
Last updated: 17 June 2026
1. Who are we?
EcomHero B.V.
- Located at Bredaseweg 185, 4872 LA Etten-Leur
- Registered with the Chamber of Commerce under number 97253227
- E-mail address: frankenergie@ecomhero.nl
EcomHero operates FrankEnergie Shop at shop.frankenergie.nl in collaboration with Frank Energie B.V. EcomHero is the selling party and the controller for the personal data required for orders, payments, shipping, customer service, returns, warranty and administration.
Frank Energie B.V. is a collaboration partner and does not receive any personal data of FrankEnergie Shop customers for its own marketing or CRM purposes.
2. What personal data do we collect?
Depending on your use of FrankEnergie Shop, we process the following personal data:
| Category | Data | Purpose |
|---|---|---|
| Order data | Name, address, city, e-mail address, phone number, order number, products, delivery address | Processing and delivering orders, customer service and returns handling |
| Payment data | Payment status, payment method, transaction data insofar as available through the payment provider | Payment, refunds and fraud prevention |
| Return and service data | Return registration, return reason if provided, track and trace, correspondence, photos in case of defects | Returns, warranty, complaints and support |
| Communication data | E-mails, contact moments, remarks and requests | Customer service and handling questions or complaints |
| Website data | IP address, browser data, device data, cookie data and usage statistics | Operation, security, analysis and improvement of the online store |
3. Why do we process personal data?
We process personal data for the following purposes:
- creating, processing and delivering orders;
- processing payments and refunds;
- sending order confirmations, shipping updates and service messages;
- offering and processing returns through the returns portal;
- answering questions and handling complaints;
- fulfilling warranty and service obligations;
- complying with legal obligations, including tax retention obligations;
- securing, analysing and improving the online store;
- preventing and combating misuse, fraud and unlawful use.
4. Legal bases for processing
We only process personal data when there is a legal basis for doing so:
- Performance of a contract: for orders, payments, delivery, returns, warranty and customer service.
- Legal obligation: for administration, tax retention obligations and statutory consumer rights.
- Legitimate interest: for security, fraud prevention, service improvement and internal administration.
- Consent: where consent is legally required, for example for certain cookies or marketing communications.
5. Sharing personal data
We only share personal data when necessary for the provision of our services or when we are legally obliged to do so.
We may share data with:
- payment service providers, for processing payments and refunds;
- logistics service providers and carriers, for shipping and returns;
- returns portal and fulfilment parties, for returns handling and order processing;
- IT, hosting, e-commerce and security providers, for the operation of the online store;
- accounting, administrative and legal service providers, for business operations and legal obligations;
- public authorities, where we are legally required to provide data.
Frank Energie B.V. does not receive any customer personal data for its own marketing or CRM purposes. Should data be shared with Frank Energie in the future for purposes other than the necessary performance of the collaboration, this will only happen where a valid legal basis exists and, where required, with prior consent.
We conclude data processing agreements in accordance with the GDPR with parties that process personal data on our behalf.
6. Retention periods
We do not keep personal data longer than necessary for the purposes for which it was collected, unless a longer retention period is required by law.
| Data | Retention period |
|---|---|
| Order and invoice data | 7 years due to tax obligations |
| Customer service and complaint data | As long as necessary for handling, then a maximum of 2 years, unless longer is required for a dispute |
| Return and warranty data | As long as necessary for returns, warranty and service handling |
| Cookie and analytics data | According to the retention periods stated in the cookie settings, with a maximum of 26 months where applicable |
7. Security
We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, disclosure and alteration.
Examples of measures include encrypted connections, access restrictions, logging, security updates, backups, and confidentiality and security agreements with suppliers.
8. Rights of data subjects
Under the GDPR you have, among other things, the right of access, rectification, erasure, restriction of processing, objection to processing and data portability.
You can submit a request via frankenergie@ecomhero.nl. We will respond within one month of receiving your request. If necessary, we may ask you to identify yourself before processing your request.
9. Cookies
FrankEnergie Shop uses functional cookies that are necessary for the operation of the online store, for example for the shopping cart, security and checkout.
In addition, analytical cookies may be used to improve the operation and performance of the online store. For cookies that require consent, we ask for it in advance via the cookie banner or cookie settings.
10. Complaints and changes
Do you have a complaint about the processing of personal data? Please contact us via frankenergie@ecomhero.nl. You also have the right to lodge a complaint with the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) via www.autoriteitpersoonsgegevens.nl.
This privacy statement may be amended when our services, legislation or the processing of personal data changes. The most recent version is always available through FrankEnergie Shop.