Privacy Notice

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details

• Addresses

• Purchase or account history

• Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details

• Addresses

We collect or use the following information for service updates or marketing purposes:

• Names and contact details

• Addresses

• Marketing preferences

• Purchase or viewing history

• Records of consent, where appropriate

We collect or use the following information to comply with legal requirements:

• Name

• Contact information

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details

• Address

• Purchase or service history

• Customer or client accounts and records

• Correspondence

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.

• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.

• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.

• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.

• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.

• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.

• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the end of this privacy notice.

Our lawful bases for collecting or using personal information to provide services and goods are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interest is: to promote and grow our business by informing existing and prospective customers about relevant offerings. This means we may use your data to send you information about our products, services, events, or updates that we believe may be of interest to you. We have conducted a Legitimate Interests Assessment (LIA) to ensure that this processing is necessary, proportionate, and does not override your rights and freedoms. We only use personal data in ways that individuals would reasonably expect, and we strive to minimise any privacy impact. For example, we may use your contact details to send you marketing communications via email or post, provided that you have not opted out. You have the absolute right to object to this processing at any time. If you do not wish to receive marketing communications, you can opt out by contacting us directly. We do not use personal data for marketing in ways that are intrusive or unexpected. 

Our lawful bases for collecting or using personal information for legal requirements are:

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interest: lies in ensuring the smooth operation of our services, maintaining customer satisfaction, and defending against potential legal claims. We only collect and use personal data that is relevant and necessary for investigating and resolving the matter at hand. This may include contact details, correspondence history, and any supporting documentation you provide. We do not use this data for unrelated purposes, and we apply appropriate safeguards to protect your privacy. You have the right to object to this processing. However, please note that in some cases, we may need to retain and process certain information to comply with legal obligations or to establish, exercise, or defend legal claims.

The only way we collect personal information is when it is directly provided by you.

• Personal information for providing services and goods, including delivery; the operation of customer accounts and guarantees (do you have any? Need ts and cs if you do?); to comply with legal requirements (e.g. company financial records and consumer rights act); and for dealing with queries, complaints – 6 years from the end of the financial year in which the purchase was made.

• Personal information for product updates and marketing purposes – 2 years from communication with us regarding our products, with or without purchase.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided below.

Others we may share personal information with

• Accountants

If you have any concerns about our use of your personal data, you can ask us questions and/ or make a complaint to us using the contact details at the end of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s OfficeWycliffe HouseWater LaneWilmslowCheshireSK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Our contact details

838 Ecclesall Road, Sheffield, South Yorkshire, S11 8TD

07541666859

contactfrictionfactory@gmail.com

This page was last updated 04/01/2026