Privacy policy

Privacy Notice

Introduction

This privacy notice aims to inform you about how we collect and process any information that we collect from you, or that you provide to us. It covers information that could identify you ("personal information") and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information. It tells you about your privacy rights and how the law protects you.

We are committed to protecting your privacy and the confidentiality of your personal information. Our policy is not just an exercise in complying with the law, but a continuation of our respect for you and your personal information.

We undertake to preserve the confidentiality of all information you provide to us and hope that you reciprocate.

Our policy complies with the Data Protection Act 2018 (Act), accordingly incorporating the EU General Data Protection Regulation (GDPR).

The law requires us to tell you about your rights and our obligations to you regarding the processing and control of your personal data. We do this now, by requesting that you read the information provided here.

Except as set out below, we do not share, sell, or disclose to a third party any information collected through our website.

1. Data Protection Officer

We have appointed a Data Protection Officer (DPO) who is responsible for ensuring that our policy is followed.

If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact us, and we’ll forward your request to our data team.

2. Data We Process

We may collect, use, store and transfer different kinds of personal data about you. We have collated these into groups as follows:

  • Identity Data: Includes first name, last name, title and other identifiers.
  • Contact Information: Includes billing and delivery address, email address, telephone numbers, etc.
  • Financial Data: Includes payment card details.
  • Transaction Data: Includes payments and communications, products or services purchased.
  • Technical Data: Includes IP address, browser type/version, time zone, operating system, and device information.
  • Profile Data: Includes username, password, order history.
  • Marketing Data: Includes marketing preferences, communication preferences, and engagement data.

We may also aggregate anonymous data (statistical or demographic), which does not identify individuals.

If combined with identifiable data, it will be treated as personal information.

3. Special Personal Information

We do not collect sensitive data such as racial or ethnic origin, religion, health, sexual orientation, or biometric data.

4. Failure to Provide Required Data

If we need to collect personal data by law or under the terms of a contract and you fail to provide that data, we may not be able to fulfill that contract or provide a service.

5. Legal Bases for Processing

We process data under several lawful bases:

  • Contractual Obligation
  • Consent
  • Legitimate Interest
  • Legal Obligation

6. Processing Under Contractual Obligation

If you create an account or place an order, a contract is formed. We process your data to:

  • Verify identity
  • Fulfill orders
  • Communicate about services
  • Offer relevant product advice

Processing continues until the contract ends.

7. Processing with Your Consent

When browsing or making inquiries, you may give consent to process personal data. You can withdraw consent at any time by contacting us.

We may share your data with selected partners only if consent is explicitly given.

8. Processing Under Legitimate Interests

We may process your data when necessary for our legitimate interests, for example:

  • Internal record-keeping
  • Responding to queries
  • Legal rights protection
  • Risk management

9. Processing Under Legal Obligation

We may process personal information when legally required, such as complying with court orders or law enforcement requests.

Specific Uses of Information

10. Public Posting of Information

You may choose to post information publicly (e.g., reviews, comments). Once posted, this information is public, and we cannot control its use by others. Requests to delete such content can be made by contacting us.

11. Complaints About Website Content

Complaints about published content will be investigated and potentially removed if appropriate. If a complaint lacks merit, we may not respond further.

12. Payment Information

All payments are processed by secure third-party providers (e.g., Stripe, PayPal). We do not store payment card information.

13. Communication Records

We collect and store communication data (email, phone, live chat) to improve efficiency. Personally identifiable details are not kept unless necessary for follow-up.

14. Complaint Handling

When you submit a complaint, we may share relevant information with necessary parties. Complaints are logged and reviewed.

15. Affiliate and Business Partner Data

Any data shared by affiliates or business partners will be kept confidential. We expect reciprocal confidentiality.

16. Cookies

Cookies help enhance your website experience and support analytics. You can accept or reject cookies through browser settings. Uses include:

  • Site usage tracking
  • Session tracking
  • Personalization
  • Marketing remarketing
  • Chat support continuity

17. Browsing Data

Technical data about your session (e.g., IP address, location, device, and browser type) may be collected for diagnostic or support reasons.

18. Re-Marketing

Cookies may enable remarketing ads via third-party networks. Consent is required for this feature.

19. Third-Party Data

We may receive anonymized or pseudonymized data from service providers. No personally identifiable information is included.

20. Credit Reference Agencies

To help prevent fraud, we may share customer information with credit reference agencies, especially in the event of a payment dispute.

21. Data Outside the EU

Data may be processed outside the European Union, including in countries like the USA or Australia, due to third-party service use.

22. Keeping Your Data Accurate

Please keep your personal data up to date by notifying us of any changes.

23. Access to Personal Information

You may access and update your account details online. For other data requests, please contact us. We will respond within a reasonable time.

24. Request for Removal

You may request that we delete your personal information. This may affect the services we can provide to you.

25. Identity Verification

To safeguard your data, we will verify your identity before granting access or making changes to your personal information.

26. Use by Children

We do not sell products to children. Users under 18 must have parent or guardian permission to use our website.

27. Data Encryption

We use SSL encryption to secure the transfer of data. A padlock icon in the browser indicates a secure connection.

28. How to Complain

If you are unhappy with this privacy notice or how your data is handled, please contact us. You also have the right to report to the ICO (Information Commissioner’s Office).

29. Data Retention

Personal data is retained only as long as necessary to:

  • Fulfill service requests
  • Comply with legal obligations
  • Support legal claims

30. Legal Compliance

This policy has been drafted to comply with applicable UK and EU law. If you believe it violates your local laws, please inform us.

31. Policy Updates

This policy may change from time to time. The version that applies is the one posted on the website at the time of your visit.