Privacy policy

Last update July 27, 2026

The following provisions describe how Vorwerk Romania Management S.R.L, Str. Crișan nr. 45, 500035, Brașov (“Vorwerk Romania”) handles Personal Data, including when you use our services, access or make purchases through the website or otherwise contact or interact with Vorwerk Romania.

If you have any questions or comments, please contact our Data Protection Officer via email at romania@customercare.vorwerk.com.

1. Who is responsible for processing your Personal Data?

Vorwerk Romania is the data controller for the data processed by Vorwerk Romania and our appointed data processors.

You can reach the data protection officer(s) of the controller at:

Data Protection Officer
Vorwerk Romania,
Str. Crișan nr. 45, 500035, Brașov
romania@customercare.vorwerk.com.

Where applicable, mainly for data collected for the marketing consent (para.3.13) and personalization consent (para. 3.15) Vorwerk Romania and Vorwerk Home Co. & KmG, Verenastrasse 39, 8832 Wollerau will act as joint- controllers.

2. What types of Personal Data do we collect?

The Personal Data we collect may vary depending on how you interact with us and may include:

• Information directly about you: such as name, surname, salutation (“Name”); Email address, phone number, preferred contact method, language (“Contact data”); Country, city, postal code, street, house number (“Address”);
• Information about your online Vorwerk account: Vorwerk online shop account credentials (“Account data”).
• Information about your orders and payments: such as order status, purchase details and delivery information (“Transactional data”); Payment method, bank account, credit card data, credit score, personal finance application information (“Financial data”).
• Information about your Thermomix® or Kobold device: such as serial number and device model (“Device data”).
• Information about your Internet connection or access to our website: such as IP address, session and browser information collected from you when accessing device (“Technical operations data”).
• Unique identifier assigned by Vorwerk: reference numbers, account ID or customer ID.
• Information provided by you on social media channels: publicly available social media content relating to our products and similar brands, including profile information, comments, mentions and insights based on such interactions.
• Other Information you provide to us: such as information you may provide when participating in cooking demonstrations and surveys, submitting product reviews, contacting customer support, applying for divided payments plan or otherwise when communicating with us.

Certain data is required for us to provide our services and products or respond to your requests. Required information will be indicated at the time of collection.

3. For which purposes do we process Personal Data?

3.1. Use of Our Website

Each time you access our website, information is automatically transmitted from the browser of your device. This includes technical operations data such as name of your internet service provider, browser type/version, the website from which you visited us, the pages you visit on our site and the time of the server request. This data is stored in log files. The log files do not contain complete IP addresses or other data that would allow identifying you.

Furthermore, we use cookies that are strictly necessary for the proper functioning of the website and its associated features and content, such as session cookies. You can find more information about the use of cookies on the Cookie Policy.

The information collected is used exclusively for the purpose of ensuring the smooth operation of our website and improving our services. The analysis is conducted without direct personal reference, so the results are anonymous.

3.2. Product Availability Notifications

If a product you desire is currently unavailable in our online shop, you can register for notifications on our website by providing your email address. We will process your data for purposes of notifying you when the product is available again. You can revoke consent at any time with effect for the future by sending an email to romania@customercare.vorwerk.com.

3.3. Store Locator

You can use the website to find the nearest Vorwerk store either by entering your location manually in the search form or by allowing access to your device’s location data. To this end, we transmit your location data to Google Maps through an API. You can grant us access to your location via the settings of your browser or device and revoke this access at any time. We will only process your data for the duration of providing you with information about nearby stores.

We have no influence on the type and scope of processing of this data by Google. Google Maps is a service of Google Ireland Limited (“Google”), Gordon House, Barrow Street, Dublin 4, Ireland. Further information on data protection at Google can be found here

3.4. Account Registration

On our website, we offer you the opportunity to create a user account and use the associated functions. For this purpose, the following data is processed:

• Name data
• Contact data
• Account data

As a registered user, you have the option at any time to change your address and to request the deletion of your user account. You can delete your customer account either by sending a message to romania@customercare.vorwerk.com or via a dedicated function in the customer account.

If orders are placed via your user account, additional data will also be processed and stored in Vorwerk's system as part of a customer account as described under “Orders Processing”.

3.5. Cooking Demonstrations

If you are interested in a cooking demonstration or product presentation but have not yet contacted one of our independent advisors, you can submit a request via our contact form on our website. For this purpose, the following data will be processed:

• Name data
• Contact data
• Adress data

When you request a cooking demonstration or register for a cooking class, you may provide information on food preferences. We process this information to ensure that dishes prepared during the demonstration or cooking class are suitable for you.

You may also register for cooking classes through our partner websites. In such cases, we receive the personal data you provided during the registration directly from the relevant partner website.

Demonstration feedback

To provide you with a personalised follow-up and, where appropriate, an additional demonstration, we may process the feedback and information you choose to share with us about your cooking habits, household, lifestyle, interests and cooking preferences. We process this information based on our legitimate interest in tailoring our follow-up and any future demonstration to your individual needs and interests.

3.6. Orders Processing

We process your personal data to manage and fulfil your orders, including processing purchases, arranging delivery, processing payments, handling returns, or refunds. For these purposes, we may process:

• Name data
• Contact data
• Address data
• Transactional data
• Financial data

In addition to the data listed above, we may process technical operations data and a reference number for payment processing and fraud prevention purposes.

Depending on the payment method selected, we will send your payment details to the credit institution responsible for processing the payment or to the selected payment service. Some of this information is collected directly by the payment service providers, and the privacy policies of that service will apply.

Payments are processed by the payment service provider Netopia Financial Services SA, 9-9A Dimitrie Pompeiu Blvd., Iride Business Park, Building no. 24, Room 4A, Et. 4, sector 2, 020335, Bucharest. Netopia receives customer payments via the various payment methods into its own account for Vorwerk and disburses the proceeds from product sales to Vorwerk. Further information on data processing at Netopia can be found here.

3.7. Split Payments and Cash on Delivery

If you apply for split payments or cash on delivery, we process your personal data for purposes of entering into and performing the contract with you, assessing payment default risk, and establishing, exercising, or defending legal claims. This may include:

• Name data
• Contact data
• Address data
• Identity document
• Information you provide to us when applying for split payments or requesting payment deferrals, which may include asset and income information, and limited health-related data where strictly necessary to assess financial hardship

We will transmit your data to General Logistics Systems Romania SRL Ștefan cel Mare Street, no. 3, Parc Industrial Șelimbăr 557260 Șelimbăr, Sibiu County Romania

Appropriate measures to protect your rights, freedoms, and legitimate interests will be taken into account. Further information on data processing at GLS can be found here.

3.8. Debt Recovery and Fraud Prevention

We process personal data for debt recovery purposes in relation to any outstanding payments owed to us, including collection activities. For these purposes, we may process:

• Name data, customer ID
• Contact data
• Address data
• Financial data
• Transactional data

According to our Terms and Conditions, we may remotely block access to our products where certain events occur, including in the event of payment default or where a device is reported as lost or stolen. To this end, we may process Device Data and information relating to the reason for the blocking or unblocking of the device.

3.9. Repair Requests

Vorwerk offers repair and maintenance services for Thermomix® and Kobold appliances in accordance with the applicable Terms and Conditions. In connection with these services, we may process:

• Name data
• Contact data
• Address data
• Transactional data
• Device data

Where repair services are subject to a charge, we may additionally process your financial data.

3.10. Welcome Service

When you purchase our products, you have the option of taking advantage of a free Welcome Service. During this service, advisor of your choice will show you how to use your newly purchased device and give you tips and tricks. To provide the Welcome Service, we process the following data:

• Name data
• Contact data
• Address data
• Transactional data such as purchased product

You can request the Welcome Service directly from the independent advisor or by submitting an inquiry through our contact form.

3.11. Customer Service Support

You may submit inquiries to customer service support via contact form, email, or by telephone. For purposes of responding to your requests, the following data are processed:

• Name data
• Contact data
• Address data
• Content of the request

The data collected (e.g., device data and transactional data) may vary depending on the type of contact desired and type of requests received.

Calls you make or receive from customer service may be recorded to improve the quality of our services. If you prefer not to be recorded, you are welcome to contact us through other means, such as our contact form.

3.12. Help Centre and Chatbot Use

If you contact us through the chat tool included on our website (Chatbot), please note that we only process the conversation between you and the Chatbot and do not collect personal data as the service does not require your identification. These conversations with the chatbot will be collected to ensure users receive accurate answers and to improve the tool's performance.

This service anonymously stores user queries to enhance responses and learn how to answer new questions from the Help Center, ensuring consistently satisfactory answers. Chatbot incorporates AI and learns the questions asked and the comments received, but it does not analyze or use any personal data for this purpose.

Personal information, such as email addresses, will only be collected when you choose to initiate a direct chat with a sales agent or our customer service team. In this case, the provisions above under “Customer Service Support” apply.

3.13. Marketing activities

For the purpose of receiving information about Vorwerk products e.g. Thermomix® and Kobold, and related services e.g. Cookidoo® we would like to collect and share your data between Vorwerk Home and Local Vorwerk Entity:

• Name data
• Address data
• Transactional data
• Cooking preferences
• Thermomix usage data
• Subscription data
• Customer identifier
• Account data

The foregoing data is used by the Vorwerk Group Companies to analyse your behaviour and cooking preferences and send marketing communication about products and services which suit your possible interests (e.g. information on these companies, their products and current offers and surveys).

You can revoke consent at any time with effect for the future by sending an email to
romania@customercare.vorwerk.com.

3.14. Newsletter and surveys

If you consent to receive current information about Vorwerk products (such as Thermomix® and Kobold) and to participate in surveys, we will process following data:

• Name data
• Contact data

You can revoke consent at any time with effect for the future via the unsubscribe link in the newsletter issue or by sending an email to romania@customercare.vorwerk.com. After you unsubscribe, we will delete your email address unless you have expressly consented to the continued use of your data, or we are entitled to further permitted data use.

3.15. Personalisation consent

For the purpose of receiving personalized content on the local Vorwerk website and across the Vorwerk products and related services (i.e. local Vorwerk apps, Vorwerk devices) we would like to collect and share your data for this purpose between Vorwerk Home and Local Vorwerk Entity:

• Usage Box Data
• Language
• Address data (Country of residence)
• Subscription data
• Cookidoo usage data
• Customer identifier
• Account data

You can revoke consent at any time with effect for the future by sending an email to
romania@customercare.vorwerk.com.

3.16. Social Media Management

Social media users

For purposes of handling your requests and interacting with you through our social media pages, we process information about you on social media, such as:

• Profile information (e.g., username, profile picture, location)
• Interactions (e.g. comments, mentions and posts you tag us in)

To better understand our customers and improve our products and services, we obtain information from publicly available sources, such as public posts on social media platforms and forums. For this purpose, we may analyze inferred data, including gender, language, and sentiment, based on your interactions with us or your public posts.

If you visit our social media pages and have agreed to the corresponding cookies, you may receive information about our products and services tailored to you on these pages. You can find more information about the use of cookies In the Cookie Policy.

Influencers

If you are an influencer, we may be interested in collaborating with you to promote our products and services. Therefore, in addition to the personal data described above, we may also process:

• Name, contact data, address
• Your social media engagement, audience, and interests
• Financial data in case of paid partnership agreement

This data is processed for the purposes of identifying and evaluating potential business collaborations and entering into contracts with you.

3.17. Advisor recruitment

If you are interested in becoming an advisor, you may express your interest by filling out the form with required information such as:

• Name data
• Contact data
• Adress data

We process this information in order to contact you by a Team Leader and learn about your motivation and verify your suitability to become an advisor.

3.18. Advisor relationship management

If you are an advisor, we will collect and use certain personal data in order to fulfil our contract with you, including:

• Name data, birth data, contact data, and address data
• Profile picture
• Identity and eligibility data, such as advisor ID and right to work information
• Information related to advisor agreement, training, sales activities and performance
• Financial data
• Company data
• Other information you provide to us, including, where permitted under applicable law, information relating to criminal convictions or offences provided by you when applying to become an advisor

We process your personal data to administer our relationship with you, including to:

• Enter into and perform obligations under the advisor agreement, including recruitment, onboarding, and payment of commissions and incentives;
• Administer your participation in events, workshops and other activities;
• Establish and manage leads generated through demonstrations hosted by you and customers acquired through you;
• Manage commission payment
• Display your advisor’s information in the search engine

Additional information about our processing of your personal data for marketing purposes and in connection with devices ordered by you can be found in the sections "Marketing", "Order Processing" and the related sections above.

4. Under which legal basis do we process Personal Data?

The following explains the legal basis applicable to each processing activity according to the GDPR:

5. Who has access to Personal Data and with whom are they shared?

Vorwerk Group Entities

We may share personal data with other Vorwerk companies in order to provide products and services and to ensure consistently high service across Vorwerk companies.

Third Parties

We share Personal data with service providers that act on our behalf and support us in performing the business relationship with you and in providing services to you. The following categories of recipients are involved:

• Vorwerk advisors
• IT management providers
• Customer service providers
• Payment and logistics providers
• Business and marketing partners
• Financial institutions and debt collection agencies

These service providers are contractually bound to confidentiality and are mandated to comply with the list of technical and organizational measures, including (i) information security management (ii) information security risk assessment (iii) information security measures (e.g. physical controls, logical access controls, malware protection, data encryption measures, backup and recovery management measures).

If required, we disclose Personal Data to public authorities, regulators or governmental bodies, courts and professional advisers, where we are required to disclose information by applicable law or regulation, under a code of practice or conduct, at their request, or to safeguard our legitimate interests.

The parties listed above may be located outside the United Kingdom. We only transfer your Personal Data to countries which are considered to provide an adequate level of data protection. In case the country to which data is being transferred has not been determined as a country with adequate level of protection, we require such recipients to comply with data protection measures such as standard contractual clauses, and who offer appropriate safeguards. A copy of the safeguards can be obtained by contacting the Data Protection Officer at: romania@customercare.vorwerk.com.

6. What are your rights and how can you exercise them?

As a data subject, you have specific rights under the applicable data protection laws regarding how your personal data is processed. These include:

• Right of access: you have the right to request confirmation as to whether Vorwerk Romania processes your Personal Data and where that is the case, that we provide you with access to, and information on the data stored by us regarding your person or your pseudonym.
• Right to rectification: you have a right in respect of the correction of data in case your Personal Data collected is inaccurate.
• Right to restriction of data processing: you have the right to obtain a restriction of processing under certain circumstances. Such circumstances may be e.g. when you think that your personal data is not accurate or if we do not need the personal data for the original purpose of the processing, but you need us to keep such data for the establishment, exercise or defense of legal claims.
• Right to data portability: under certain circumstances, you have the right to receive your Personal Data you have provided us with in a structured, commonly used and machine-readable format, and you have the right to transmit that information to another controller without hindrance or ask us to do so.
• Right to withdraw consent: you have the right to withdraw your consent at any time. Withdrawal of consent does not affect the lawfulness of data processing based on consent before its withdrawal.
• Right to be forgotten: you have the right to request that your data is deleted.
• Right to object: you have the right to object to the processing of your Personal Data under certain circumstances if we process your Personal Data on the legal basis of legitimate interests or if we use your Personal Data for marketing purposes.

How can you exercise these rights?

Please contact the Data Protection Officer via email at: romania@customercare.vorwerk.com.

7. How do we protect Personal Data?

At Vorwerk Group we have implemented adequate technical and organizational measures to protect your Personal Data and prevent accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access and against all other unlawful forms of processing. All Vorwerk employees accessing Personal data must comply with internal policies and processes that ensure secure and confidential processing of Personal Data.

8. How long do we store Personal Data?

We store your Personal Data for as long as necessary to provide our services to you and to comply with applicable laws (including those regarding document retention), to resolve disputes with any parties and otherwise as necessary to allow us to conduct our business with you. Therefore, we delete Personal Data as soon as it is no longer necessary to fulfil the purpose for which it was collected.

9. Complaints

If you are not satisfied with any aspect of data processing of your personal data by Vorwerk Romania, we would like to understand and discuss it with you and learn how can we improve the situation. Please feel free to contact the Data Protection Officer at: romania@customercare.vorwerk.com.

Nonetheless, you may submit a complaint to the I National Supervisory Authority for Personal Data Processing at:

28–30 General Gheorghe Magheru Boulevard
Sector 1, Postal Code 010336
Bucharest
Romania

The National Supervisory Authority For Personal Data Processing

10. Updates of the Privacy Policy

We reserve the right to amend the Privacy Policy from time to time in case there are any changes to data processing. In the case of minor amendments, we will change the “last updated” date by indicating the date on which the changes were made. In the event of a substantial change to this policy, we will take steps to inform you of the update by appropriate means (e.g., e-mail).