Whenever you fill out a form on our website, place an order, sign up to our newsletter or use live chat, we receive information about you. In addition to to this, as your browse our website we may automatically collect data. This includes, but isn’t limited to device information, location information and IP address.
What data is collected?
We collect information about you when you register with us or place an order for products or services. We also collect information when you voluntarily complete customer surveys, provide feedback to us and participate in competitions with us. Website usage information is also collected using cookies and during our business functions – namely, marketing, manufacturing and selling products for use in the home – we collect the following personal data when you provide it to us:
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Contacting us with any enquiry will be retained and the record log of this conversation.
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Personal information you provide us, such as your name, address, telephone number and email address.
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Contact data, such as delivery address, billing address, e-mail address, telephone and mobile number(s).
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Information about the services we have provided to you as a customer. For example, the product you purchased, when and so on.
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Your marketing preferences (what you have and haven’t opted in for).
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Your account login details, including your user name and chosen password.
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Any feedback you have given to us.
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Phone call recordings for training and monitoring purposes
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Traffic data, device information and location data.
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Technical data, such as internet protocol (IP) address, browser type, time-zone setting and location.
The processing of this data is essential to the processing of your order and operation of the website. Any other information necessary to meet our contractual obligations or provision of a better service.
We do not store sensitive information such payment card details. For absolute safety, we use a specialised third party entity to process card payments which are securely encrypted, protected and PCI compliant to the highest of security levels.
How do we use this data?
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This data collected will be used in the following ways:
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To process any orders your submit to us
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To help us identify you and any orders we hold on you
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To provide customer service, including responding to your enquiries
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To help detect fraud and ensure what you’re telling us is correct
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To process payments and keep track of billing
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To provide you with information, price changes and content about our products when you have consented, giving us permission to do so.
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The update you on the delivery of an order
There are certain third parties that we share specific personal data with, but only in the legitimate interest of our customers. Such as contact data for use with a courier to deliver your order or for fraud prevention with our banking partners. In order to process personal data, we must have a lawful reason. We always ensure that this is the case, and we set out our lawful bases as per the GDPR principles.
Use of Google Signals and Cross-Device Tracking
We have implemented "Google Signals," a feature within Google Analytics, to enhance our understanding of user interactions across multiple devices and sessions. By enabling "Google Signals," we collect aggregated data from Google users who have opted-in to Ads Personalization, allowing us to gain insights into demographics, interests, and advertising effectiveness. This data helps us improve our services, provide more relevant content and ads, and enhance the overall user experience. We assure you that we handle this data in accordance with our privacy policy and respect your privacy rights.
How we protect your data
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Where is your personal data stored?
We are committed to ensuring that your information is secure. It is safely stored both digitally and physically for the legitimate use for us to process your order through our website and for the manufacturing of our products in our factory.
In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. To ensure we keep your personal details secure, and restrict unauthorised access to your account, we will always ask you key security questions before discussing your account with you. Only named account holders can discuss or request changes to be made on your account. Please cooperate with us when establishing your identity, to help combat identity fraud.
Please let us know if any of your personal details change, for example a change of name, email address, or other details. You can do this by contacting us.
How long will the data be kept?
We will retain a record of your personal information for a period of time that is necessary in order to provide our customers with the high quality and consistent service that is expected. The period and criteria will be determined based on the level of service required. For example, products covered under our warranty period require us to keep a record of the details of an order for us to be able to facilitate the administration necessary.
Access And Correction Of Your Personal Information
You have the right to access the personal information that we hold about you in many circumstances. This is sometimes called a ‘Subject Access Request’. If we agree that we are obliged to provide personal information to you (or someone else on your behalf), we will provide it to you or them free of charge.
Before providing personal information to you or another person on your behalf, we may ask for proof of identity and sufficient information about your interactions with us that we can locate your personal information. If any of the personal information we hold about you is inaccurate or out of date, you may ask us to correct it. If you would like to exercise these rights, please contact us as set out below.
Right To Stop Or Limit Our Processing Of Your Data
You have the right to object to us processing your personal information if we are not entitled to use it any more, to have your information deleted if we are keeping it too long or have its processing restricted in certain circumstances.
If you exercise your right to remove your personal information, please note that there are consequences for us to uphold the same level of service. Validating a product is in warranty is one such example.
Controlling your personal information
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at
[email protected].
Subject to applicable laws, you may have a right to access information we hold about you. This right can be exercised in accordance with the related data protection legislation. Any request to access the personal data could be subject to a fee ro meet the costs we incur providing you with these details.