Visiting our website
Our website places functional cookies that are necessary for the site to work, such as security (CSRF) cookies, session cookies that allow you to log in, cookies that enable embedded videos, and a cookie that stores your cookie choices. These do not require consent; the associated processing is based on our legitimate interest in operating a secure and functional website.
With your consent, we also use cookies and similar technologies to collect analytics data about how visitors use our website, and for marketing purposes. We use this information to improve our website and for our own marketing, and we retain it for up to two years.
An up-to-date overview of all cookies in use is maintained automatically and available via in the footer of our website. You can manage your preferences at any time via in the footer.
Google Maps. On our website we use Google Maps to display geographical information, for example to help you find a dealer. When this service loads, personal data such as your IP address may be transmitted to Google, and Google may process this data for its own purposes; see Google’s privacy policy for more information. In this context personal data may be transferred to countries outside the European Economic Area, including the United States.
Submitting a support request
When you submit a support request via our web form or by e-mail, we collect the information in the form or message, such as your name and contact details, your country, the product and serial number, and your description of the issue. We use this information for the following purposes:
- Handling your request. We handle your request and, where appropriate, share it with the Victron importer or dealer for your region so that they can assist you, for example under warranty. Legal basis: performance of our service towards you.
- Product service history. We keep a service history per product unit (serial number), including support requests and correspondence about that unit. This allows us to assess a returning unit properly – for example to see whether an issue was reported before, what was found, and whether earlier work was carried out – and to follow up on safety-relevant issues over the product’s lifetime. Legal bases: our legitimate interest in proper service, quality and product safety and our legal obligations regarding product traceability and complaint investigation under EU product legislation.
- Quality and safety analysis. We analyse support requests in aggregate to detect quality and safety patterns, for example an increased failure rate in a production batch. For this purpose a reduced version of your request – without your name and contact details – is processed by our analytics service provider. The free text of your request is automatically screened to remove personal data before any content is submitted to AI language-model services, which are used solely to categorise and summarise the screened text. No decisions about you are made in this process, and the AI services do not store your data or use it to train their models. Legal bases: our legitimate interest in product quality and safety and our product-safety obligations. You have the right to object – see ‘Your rights’ below.
- Marketing and events. We use contact details to send communications about our own products, software, training and events, such as our newsletter and invitations to Victron events and webinars. We send these to people who have asked to receive them and to our customers and registered installers. We do not send commercial messages on the basis of a support request alone. You can unsubscribe or object at any time, and every message contains an unsubscribe link; we then stop sending them. Legal bases: your consent where it was given, and otherwise our legitimate interest in informing our customers and installers about our own products, training and events.
How long we keep your data
We keep personal data no longer than necessary for the purpose for which it was collected. Because our products commonly remain in use for decades, some retention periods are defined by criteria rather than by a fixed number of years:
Product service history (per unit): kept for the supported lifetime of the product, plus a limited period to settle any remaining claims, after which the data is deleted or anonymised.
Quality and safety analysis: individual records are retained for 36 months and then irreversibly anonymised; only aggregated statistical data remains thereafter.
Marketing: personal data collected in marketing campaigns is deleted within approximately 180 days after the campaign.
Website analytics: retained for up to two years (see ‘Visiting our website’).
Where we are legally required to retain data (for example invoicing data for tax law), or where retention is necessary in connection with legal claims or product-safety obligations, the statutory periods apply.
Sharing your data and international transfers
We do not sell your personal data, and we do not allow third parties to use it for their own purposes. We share personal data with: (i) the Victron importer or dealer for your region, when this is needed to handle your support request (see ‘Where to buy’ on our website for an overview); and (ii) service providers (processors) who act on our instructions, such as the provider hosting our support form, our analytics service provider, and – for screened, de-identified text only – AI language-model services.
Some of these recipients are located outside the European Economic Area, including in the United States, and an importer or dealer handling your request may be located in your own country or region outside the EEA. Where we transfer personal data to countries without an adequate level of protection, we put appropriate safeguards in place, such as the European Commission’s Standard Contractual Clauses or, for certified US providers, the EU–US Data Privacy Framework; transfers to an importer or dealer to handle your request may also take place because they are necessary for the performance of our service to you. You can request a copy of the applicable safeguards via the contact details below.
Security
We take appropriate technical and organisational measures to protect your personal data against loss and against unauthorised access, alteration or disclosure, and we require the same of the service providers who process data on our behalf. If a data breach occurs that is likely to result in a high risk to you, we will inform you as required by law.
Product safety and legal claims
If we become aware of a safety incident involving a product, we use the data described in this notice to comply with our product-safety obligations under EU law (such as investigating complaints and tracing affected products) and to establish, exercise or defend legal claims relating to our products. Where this is the case, the relevant data may be retained for the duration of the applicable statutory periods even if you ask us to delete it; we will explain this to you if it applies.
Your rights
You have the right to request access to the personal data we process about you, and the right to rectification, erasure, restriction of processing and data portability, and the right to object to processing based on our legitimate interest. Where processing is based on your consent, you may withdraw it at any time (this does not affect processing before withdrawal). We respond within one month of your request; for complex requests this may be extended, and we will let you know if so.
If you object to, or request erasure from, the quality and safety analysis, we will honour your request unless compelling legitimate grounds apply in your specific case; we will weigh this individually and explain our decision. For the product service history, please note that we may have to retain data where this is required by our product-safety obligations or needed in connection with legal claims – in that case we will tell you which data we retain and why. Objections relating to marketing are always honoured.
You also have the right to lodge a complaint with a supervisory authority; for the Netherlands this is the Autoriteit Persoonsgegevens. If you are unsure which authority is competent for you, contact us and we will tell you.
Contact
For questions about this notice or to exercise your rights: Victron Energy B.V., De Paal 35, 1351 JG Almere, the Netherlands, or privacy@victronenergy.com.
Changes and version
We may update this notice from time to time; material changes are announced before they take effect. The current version is always available at . Version: 8 October 2026. This version replaces the notice of 15 September 2024.
