KDH LTD is the controller of the information you provide. We are a company registered in England and Wales with registered number 10808820. Our registered office address is 8 Broadway Centre, Maidstone, Kent, ME16 8PS.
The Data We Collect
We would like to inform you about the types of personal data that we may collect from you when you interact with our website, physical stores or other communication channels, and how we use and protect this data.
We may collect different types of personal data about you, which we have grouped into different categories as follows:
Identity Data: This includes your first name, last name, title and marital status.
Contact Data: This includes your billing address, delivery address, email address, and telephone numbers.
Transaction Data: This includes details about payments to and from you and other details of products and services you have purchased from us.
Technical Data: This includes information about your internet protocol (IP) address, access times, any websites you linked from, pages you visit, the links you use, the ad banners and other content you view, your login data, browser type and version, information about your device, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access our website.
Profile Data: This includes your username and password (which are hashed and not visible to us), purchases or orders made by you, your interests, preferences, family size, affluence, gender, and feedback and survey responses.
Usage Data: This includes information about how you use our website, products, and services.
Marketing and Communications Data: This includes your preferences in receiving marketing from us.
Image Data: This relates to CCTV footage of you when you visit any of our physical stores.
We collect this data to help us provide you with a better service, to manage your account and orders, and to improve our products and services. We may also use this data for marketing purposes with your consent.
By using our website or purchasing from us in any physical store, you consent to the collection, use, and transfer of your personal data in accordance with this policy.
If you have any questions or concerns about how we handle your personal data, please contact us using the details provided in the "Contact Us" section of this policy.
How Is Your Personal Data Collected?
We collect personal data about you through various methods, which includes:
Direct Interactions - You may provide us with your Identity, Contact and Financial Data by filling in forms or corresponding with us through various means such as post, phone, email, in-store or by other means. This includes personal data you provide when you:
Purchase our products or services through our website or in-store which include,
- Create an account on our website
- Agree to receive marketing communications from us
- Participate in any competition, promotion or survey
- Interact with us on social media platforms
- Provide us with feedback or contact us
- Automated Technologies or Interactions
Third Parties or Publicly Available Sources
We may receive personal data about you from various third parties and public sources, including:
Technical Data from analytics providers, advertising networks, and search information providers.
Contact, Financial and Transaction Data from providers of technical, payment and delivery services.
Identity and Contact Data from publicly available sources such as Companies House.
We may also use CCTV and other security measures in our physical stores to collect Image Data about you. We may use this data for the purpose of preventing and detecting crime and ensuring the safety of our employees and customers.
How We Use Your Personal Data
We take your privacy very seriously and only use your personal data for specific purposes in line with the applicable data protection laws. We may collect, use, and share your personal data to fulfil our contractual obligations to you, improve our services, or comply with legal requirements. We will only process your personal data for the purposes for which it was collected and will not retain it for longer than necessary.
We are committed to using your personal data in a lawful, fair and transparent manner. Here is how we use your personal data:
To fulfil our contract with you: We will use your personal data to provide you with the products and services you have requested from us. This includes processing your order, delivering your products, and providing you with customer service and support.
To improve our products and services: We may use your personal data to improve our products and services, and to better understand our customers' needs and preferences. This includes conducting market research, analysing sales data, and gathering customer feedback.
To personalise your experience: We may use your personal data to personalise your experience with us. This includes tailoring our marketing and promotional activities to your interests and preferences, and providing you with customised product recommendations.
To comply with legal obligations: We may use your personal data to comply with legal obligations, such as tax and accounting requirements, and to respond to requests from government authorities.
To protect our business interests: We may use your personal data to protect our business interests, such as detecting and preventing fraud, and enforcing our policies and terms of service.
We will only use your personal data for the purposes for which we have collected it, unless we reasonably consider that we need to use it for another reason which is compatible with the original purpose. If we need to use your personal data for an unrelated purpose, we will notify you and explain the legal basis which allows us to do so.
We will not use your personal data for marketing purposes unless you have given us your explicit consent to do so. You have the right to withdraw your consent at any time by contacting us.
We take appropriate technical and organisational measures to ensure that your personal data is secure and protected against unauthorised or unlawful processing, accidental loss, destruction, or damage. We also ensure that our employees and third-party service providers who have access to your personal data are bound by strict confidentiality and data protection obligations.
We rely on different lawful bases to process your personal data, as outlined below:
Performance of a contract: We may process your personal data when it is necessary for the performance of a contract with you, such as when you purchase a white good from us. We need to process your personal data to deliver your order, process payments, and provide customer support.
Legitimate interests: We may process your personal data when it is necessary for our legitimate interests, such as improving our services, marketing, and preventing fraud or other illegal activities. We will always consider the impact on your privacy and fundamental rights before processing your personal data under our legitimate interests.
Legal obligation: We may process your personal data when it is necessary to comply with a legal obligation, such as providing information to law enforcement agencies or tax authorities.
Consent: In some cases, we may ask for your consent to process your personal data, such as for marketing purposes or to collect sensitive information. We will always obtain your explicit consent and provide you with clear information about what your data will be used for and your rights to withdraw your consent.
Purposes For Which We Will Use Your Personal Data
We will only use your personal data for the purposes for which it was collected, as outlined below:
Performance of a contract
To process your order and deliver the white good you have purchased.
Performance of a contract
To provide customer support and respond to your queries and requests.
To provide you with information about our products, services, and promotions that we think may interest you.
To detect and prevent fraud or other illegal activities.
Compliance with laws
To comply with applicable laws, regulations, and legal processes.
Improving our services
To analyse and improve our products, services, and website based on your feedback and preferences.
If we need to use your personal data for a purpose that is not listed above, we will obtain your explicit consent and provide you with clear information about the purpose and your rights. We may also use your personal data for other purposes with your prior consent or as required by law. If you have any questions or concerns about how we use your personal data, please contact us at email@example.com
When We Will Contact You
We take your privacy seriously and only contact you when necessary. After your purchase, we may contact you by telephone to discuss your delivery/installation and ensure a smooth process. Additionally, we may offer you other services related to your purchased products. If you choose not to purchase a product protection plan on this call, we may contact you around the expiry of the manufacturer’s guarantee to see if you are interested.
If you do not want to receive these calls, you can opt-out by contacting us via phone, email, or post.
If there is an error or delay in processing your order, we may use the details you provided to contact you and complete your order. We may also contact you if an item is out of stock, and you have requested updates on product releases or alternatives.
Finally, if you wish to review our products or services, we may contact you after you leave a review. Please note that we will never share your personal information with any third-party companies or individuals without your explicit consent.
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving that marketing. We may contact you by email, SMS, telephone or post.
We’d love to keep you up to date with news, offers & promotions, but if you wish to opt-out of receiving marketing communications from us, you can do so at any time by:
Clicking on the unsubscribe link in any marketing email we send you.
Contacting our customer service team via phone, email or post and requesting to be removed from our marketing list.
Please note that even if you opt out of receiving marketing communications, we may still need to contact you for other purposes such as order updates, delivery arrangements, customer service issues or legal obligations. From time to time, we may run promotional offers or contests which may require you to provide personal information to participate. Participation in these activities is entirely voluntary, and you can choose whether or not to provide this information. We will use this information to administer the promotion or contest and to communicate with you regarding the promotion or contest as necessary.
Disclosures Of Your Personal Data
We may share your personal data with the parties set out below for the purposes set out in the section “How we use your personal data”.
External Third Parties
We may disclose your personal data to the following categories of external third parties:
Service providers acting as processors who provide delivery services, insight services, delivery of marketing communications services, IT remote set-up services, and IT and system administration services.
Professional advisers acting as processors or joint controllers including lawyers, bankers, auditors, and insurers based in who provide consultancy, banking, legal, insurance, and accounting services.
HM Revenue & Customs, regulators, and other authorities acting as processors or joint controllers who require reporting of processing activities in certain circumstances.
GB Data for the purposes of undertaking anti-money laundering checks required by law.
RetraCare will receive Identity Data, Contact Data, Financial Data, and Transaction Data if you choose to purchase an insurance plan. Additionally, it may receive recordings of telephone calls between you and us in respect of any extended warranty.
Social media platforms or internet platforms either as processors or joint controllers (in some instances, this may be based on cookies).
Third-party payment providers which are integrated into our website. When you pay using one of these methods e.g. Paypal, you are redirected to the provider's portal. Your use of these services is subject to the terms and conditions and the privacy policies of these payment providers.
Our suppliers, in relation to resolving a product issue you have raised or in the event of a product recall.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not sell your data. We only permit our third-party service providers to process your personal data for specified purposes and in accordance with our instructions. Where necessary, we will enter into agreements with these third parties to ensure adequate protection of your personal data, including the use of appropriate technical and organisational measures.
We do not transfer your personal data outside the European Economic Area (EEA).
We take the retention of your personal data very seriously. We will only keep your personal data for as long as necessary to fulfil the purposes for which we collected it, including to comply with any legal, regulatory, tax, accounting, or reporting requirements.
We will also retain your personal data for a longer period if we receive a complaint or if we believe there is a possibility of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider several factors, including the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data, and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
By law, we are required to keep basic information about our customers relating to purchases and rentals, including Contact, Identity, Financial, and Transaction Data, for six years after they cease being customers for tax and regulatory purposes. We will retain your transaction data for a period of ten years after your purchase, which is a requirement in line with certain product liability provisions under the Consumer Protection Act 1987.
If you ask us to notify you about an out-of-stock item, we will do so if it becomes available within one month of your request.
If you receive marketing emails and SMS from us and have not unsubscribed from these messages, we will continue to process your personal data for this purpose for a maximum period of four years. You may ask us to stop processing your personal data for this purpose at any time.
In some circumstances, you can ask us to delete your personal data. Please see the "Your legal rights" section below for further information. In some circumstances, we will anonymise your personal data for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
Your Legal Rights
We are committed to ensuring that you are aware of your legal rights under data protection laws. As a data subject, you have the following rights:
Right to access: You have the right to request access to your personal data that we hold about you. This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Right to rectification: You have the right to request correction of any incomplete or inaccurate data we hold about you. We will take steps to rectify any inaccuracies in a timely manner.
Right to erasure: You have the right to request the deletion or removal of your personal data where there is no good reason for us to continue processing it. Please note that we may not always be able to comply with your request for specific legal reasons which we will inform you about, if applicable.
Right to object: You have the right to object to the processing of your personal data where we are relying on our legitimate interests or those of a third party. You also have the right to object to the processing of your personal data for direct marketing purposes.
Right to restrict processing: You have the right to request the restriction of processing of your personal data in certain circumstances, including when you want us to establish the accuracy of the data or when we no longer need the data but you require it to establish, exercise, or defend legal claims.
Right to data portability: You have the right to request that we transfer your personal data to you or to a third party in a structured, commonly used, and machine-readable format.
Right to withdraw consent: Where we are relying on your consent to process your personal data, you have the right to withdraw your consent at any time. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.
If you wish to exercise any of these rights, please contact us at firstname.lastname@example.org. We will endeavour to respond to your request within one week, although in some cases it may take longer. Please note that we may request additional information from you to confirm your identity and ensure that we are only releasing personal data to individuals who have the right to receive it. There is usually no fee for exercising your rights, but we may charge a reasonable fee if your request is unfounded, repetitive, or excessive.
If you wish to make a complaint about our use of your personal data, you have the right to do so at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).
The ICO’s address:
Information Commissioner’s Office
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
However, we encourage you to contact us in the first instance so that we can address your concerns and try to resolve any issues you may have. Please note that if you choose not to provide us with certain personal data that we require by law or under a contract we have with you, we may not be able to provide you with the goods or services you have requested. In such cases, we will notify you if this is the case at the time.
Cookies are small data files that are placed on your device when you visit our website. They help us recognise your device and remember your preferences for future visits.
We use both session cookies, which expire when you close your browser, and persistent cookies, which remain on your device until they expire or are deleted. We also use third-party cookies from our partners to help us track website analytics and serve targeted advertisements.
We have implemented various measures to ensure the protection of your personal information. Our website uses secure connections, indicated by the padlock and the letters 'https' in the address bar.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
Finally, we have established procedures to manage any suspected personal data breach, and we will notify you and any applicable regulator of a breach where we are legally required to do so.