Privacy Policy

1. Information We Collect

Information you provide to us:

• Account information: Name, email address, phone number, and password when you create an account
• Order information: Delivery address, billing address, and payment details when you make a purchase
• Communication: Messages, enquiries, and feedback you send us via our contact forms or email
• Trade account information: Business name, VAT number, company registration number, and trade references if you apply for a trade account
• Sample requests: Address and contact details when you order free samples

Information collected automatically:

• Device information: IP address, browser type, operating system, and device identifiers
• Usage data: Pages visited, time spent on pages, click patterns, and referral sources
• Cookies: Small text files stored on your device (see our Cookie Policy)

2. How We Use Your Information

We use your personal information for the following purposes:

• Processing orders: To fulfil your orders, arrange delivery, and send order confirmations and updates
• Customer service: To respond to your enquiries, handle returns, and provide support
• Account management: To manage your account, process trade applications, and maintain your order history
• Communications: To send service-related emails such as order updates, delivery notifications, and account alerts
• Marketing: With your consent, to send promotional offers, newsletters, and product recommendations
• Improvement: To analyse usage patterns and improve our website, products, and services
• Legal compliance: To comply with legal obligations, prevent fraud, and protect our rights

3. Legal Basis for Processing

We process your personal data based on the following legal grounds:

• Contract: Processing necessary to fulfil our contract with you (e.g., processing orders)
• Legitimate interests: Processing for our legitimate business interests, such as fraud prevention and improving our services
• Consent: Where you have given consent, such as for marketing communications
• Legal obligation: Processing required to comply with the law

4. Sharing Your Information

We may share your information with:

• Delivery partners: Courier companies to deliver your orders
• Payment processors: Secure payment providers to process transactions
• Service providers: Companies that help us operate our business (e.g., hosting, email services)
• Professional advisers: Lawyers, accountants, and auditors where necessary
• Law enforcement: When required by law or to protect our rights

We do not sell your personal information to third parties. All service providers are contractually required to protect your data and use it only for the purposes we specify.

5. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. These include:

• SSL/TLS encryption for all data transmission
• Secure password hashing and storage
• Regular security assessments and updates
• Access controls limiting who can view your data
• PCI DSS compliant payment processing

6. Data Retention

We retain your personal information for as long as necessary to:

• Provide our services and fulfil our contractual obligations
• Comply with legal requirements (e.g., tax records for 6 years)
• Resolve disputes and enforce our agreements
• Maintain accurate records for warranty claims

Account data is retained while your account is active. You can request deletion of your account at any time, subject to our legal retention requirements.

7. Your Rights

Under UK GDPR, you have the following rights:

• Access: Request a copy of the personal data we hold about you
• Rectification: Request correction of inaccurate or incomplete data
• Erasure: Request deletion of your data in certain circumstances
• Restriction: Request we limit how we use your data
• Portability: Request transfer of your data to another service
• Objection: Object to processing based on legitimate interests or for marketing
• Withdraw consent: Withdraw any consent you have given at any time

To exercise any of these rights, please contact us using the details below. We will respond to your request within one month.

8. Marketing Communications

We will only send you marketing communications if you have opted in to receive them. You can unsubscribe at any time by:

• Clicking the "unsubscribe" link in any marketing email
• Updating your preferences in your account settings
• Contacting us directly

Please note that even if you opt out of marketing, we will still send you essential service communications about your orders and account.

9. Cookies

We use cookies and similar technologies to enhance your experience on our website. For detailed information about the cookies we use and how to manage them, please see our Cookie Policy.

10. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these sites. We encourage you to read the privacy policies of any third-party sites you visit.

11. Children's Privacy

Our website and services are not intended for children under 16. We do not knowingly collect personal information from children. If you believe we have collected data from a child, please contact us immediately.

12. Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically. For significant changes, we will notify you by email or a prominent notice on our website.

13. Contact Us

If you have any questions about this privacy policy or how we handle your personal data, please contact us: