Privacy policy

1. Who we are

[LEGAL NAME LTD], trading as [BRAND], operates [WEBSITE]. We are the data controller for the personal data described here.

• Registered address: [LEGAL ADDRESS]
• Company number: [COMPANY NUMBER]
• Privacy contact: [EMAIL]
• Telephone: [PHONE]

2. What data we collect

• Identity and contact data: your name, billing and delivery address, email address and phone number.
• Order and payment data: the items you order, your order history and confirmation that payment succeeded. Card details are handled by our payment provider — we never store full card numbers.
• Delivery data: access notes, floor and room details, and any booking preferences you give us for large items.
• Technical data: IP address, device and browser type, and cookie data.
• Communications: messages you send by email, contact form or phone, including quote requests for contract orders.
• Marketing preferences: whether you have opted in to our emails.

3. Why we use it, and our lawful basis

Purpose	Lawful basis (UK GDPR)
Taking payment, arranging delivery and managing your account	Performance of a contract
Answering enquiries, quoting for contract orders and providing after-sales support	Contract / legitimate interests
Sending marketing emails	Consent, or soft opt-in for existing customers
Preventing fraud and keeping the site secure	Legitimate interests
Analytics used to improve the website	Consent, given through the cookie banner
Keeping tax, accounting and warranty records	Legal obligation

4. Who we share it with

We share data only with the parties who help us run the shop:

• Payment processors, who take and settle your payment.
• Couriers and two-person delivery crews, who need your address and access notes.
• Our ecommerce platform and hosting provider.
• Our email and customer support tools.
• Our website analytics provider, where you have consented.
• Manufacturers and repair partners, where a warranty claim or spare part requires it.

We may also disclose data where the law requires it, for example in response to a court order or a request from a tax authority. We do not sell your personal data.

5. International transfers

Some of our providers store data outside the UK. Where that happens, the transfer is covered either by an adequacy decision or by appropriate safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.

6. How long we keep it

• Order and transaction records: 6 years, to meet UK tax and accounting rules.
• Account data: for as long as your account is open, then 12 months after you close it.
• Delivery notes and access details: 12 months after delivery.
• Warranty and repair records: for the length of the warranty, plus 12 months.
• Marketing data: until you unsubscribe.
• Support messages: 24 months.

7. Your rights

Under UK GDPR you can ask us to give you a copy of your data, correct it, erase it, restrict how we use it, or send it to another provider. You can object to processing based on legitimate interests, and you can withdraw consent at any time without affecting what we did before you withdrew it.

To use any of these rights, email [EMAIL]. We reply within one month, and we may ask you to confirm your identity first.

8. Complaints

If you are unhappy with how we have handled your data, tell us first at [EMAIL] and we will investigate. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

9. Cookies

Essential cookies keep your basket, your currency choice and your session working, and these are always on. Analytics and advertising cookies are only set once you accept them in the cookie banner, and you can change your mind there at any time.

10. Changes to this policy

We update this policy when our practices change. The date at the top shows the current version, and anything material will be flagged on this page before it takes effect.