Privacy Policy
1. Our commitment to your privacy
TileSavvy respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and protect your personal information when you visit our website, create an account, request samples, purchase products, contact us, subscribe to marketing communications or otherwise interact with TileSavvy.
It also explains your rights under applicable UK data protection legislation.
We process personal information in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and, where applicable, the Privacy and Electronic Communications Regulations 2003 (PECR), as amended.
2. Who we are
TileSavvy is an online retailer specialising in tiles and associated products.
For the purposes of UK data protection law, the organisation responsible for determining how and why your personal information is processed is the data controller.
Data Controller: TileSavvy Ltd
Trading as: TileSavvy
Registered/Business Address: Unit R Edison Courtyard, Brunel Road, Earlstrees Industrial Estate, Corby, England, NN17 4LS
Email: info@tile-savvy.com
References in this Privacy Policy to “TileSavvy”, “we”, “us” or “our” mean the TileS
avvy business identified above.
3. Information we collect
The personal information we collect depends upon how you interact with us.
Information you provide directly to us
This may include
-
your name
-
billing address
-
delivery address
-
email address
-
telephone number
-
account and login information
-
products you purchase
-
samples you request
-
order details and order history
-
delivery information
-
returns, refunds and complaint information
-
correspondence with us
-
customer service enquiries
-
reviews or feedback you provide
-
marketing preferencesand
-
information you provide when completing forms on our website.
Payment information
When you make a purchase, payment information will be processed through the payment service provider or providers available through our website.
Depending upon the payment method selected, this may include payment card information, billing details and information required to authorise or authenticate the transaction.
TileSavvy does not necessarily receive or store your complete payment card details. Payment information may instead be collected and processed directly by our payment service providers.
Information collected when you use our website
When you visit our website, certain technical information may be collected automatically.
This may include:
-
Internet Protocol (IP) address
-
browser type and version
-
device type
-
operating system
-
approximate geographic location derived from your IP address
-
pages viewed
-
products viewed or searched for
-
referring website or source
-
date and time of visits
-
length of visits
-
website navigation
-
interactions with pages and website features
-
shopping basket activity
-
website performance information; and
-
cookie and similar technology identifiers.
We may use this information to operate the website, understand how customers use it, improve the customer experience, maintain website security and, where permitted, measure the effectiveness of our marketing.
4. How we collect your information
We may collect personal information when you:
-
visit the TileSavvy website
-
create or manage an account
-
add products to your basket
-
place an order
-
request a tile sample
-
arrange or receive a delivery
-
contact us
-
request information about a product
-
request a return, exchange or refund
-
make a complaint
-
subscribe to marketing communications
-
participate in a promotion or competition
-
submit a review
-
interact with us through social media; or
-
otherwise communicate with TileSavvy.
We may also receive information from organisations involved in providing our services, including payment providers, delivery and courier companies, website providers, analytics providers and marketing platforms.
5. How we use your personal information
-
process payments
-
provide order confirmations
-
prepare products for dispatch
-
arrange delivery
-
provide delivery updates
-
process returns, exchanges and refunds; and
-
communicate with you about your order.
The principal lawful basis for this processing is that it is necessary to enter into or perform our contract with you.
Providing samples
Where TileSavvy offers product samples, we may use your name, address and contact information to process, dispatch and manage your sample request.
Where the sample request is connected with a potential purchase, processing may be necessary to take steps at your request before entering into a contract and/or for our legitimate interests in providing prospective customers with information about our products.
Customer accounts
Where customer accounts are available, we may process your information to:
-
create and administer your account
-
authenticate your identity
-
display your order history
-
save appropriate preferences
-
make future transactions easier; and
-
protect your account against unauthorised access.
Customer service
We process information when responding to:
-
product enquiries
-
delivery enquiries
-
order queries
-
return and refund requests
-
complaints
-
technical issues; and
-
other customer service requests.
Depending upon the circumstances, we process this information because it is necessary to perform our contract with you or because we have a legitimate interest in providing effective customer service and managing our business.
Website operation and improvement
We may use information about how visitors interact with our website to:
-
operate and maintain the website
-
identify technical problems
-
improve website performance
-
understand how customers navigate the website
-
understand which products and content are most useful
-
improve the shopping experience
-
develop our products and services; and
-
protect the website against misuse and security threats.
Where required, non-essential cookies and similar technologies will only be used in accordance with applicable consent requirements.
Fraud prevention and security
We may process personal information where reasonably necessary to:
-
verify transactions
-
detect suspicious activity
-
prevent fraud
-
protect customer accounts
-
protect our website and systems
-
investigate misuse; and
-
establish, exercise or defend legal claims.
We have a legitimate interest in protecting TileSavvy, our customers and our systems against fraud and unlawful activity.
Legal and regulatory requirements
We may process and retain information where necessary to comply with legal obligations, including accounting, taxation, consumer protection and other applicable statutory requirements.
6. Our lawful bases for processing
Under UK data protection legislation, we must have a lawful basis for processing your personal information.
Depending upon the activity concerned, we may rely upon:
Contract – where processing is necessary to enter into or perform a contract with you, including processing orders, taking payment and arranging delivery.
Legal obligation – where we must process or retain information to comply with applicable law.
Legitimate interests – where processing is necessary for our legitimate business interests or those of a third party, provided those interests do not override your rights and freedoms. This may include website security, fraud prevention, customer service, business administration and improving our products and services.
Consent – where you have given us consent for a particular activity, such as certain electronic marketing or the use of certain non-essential cookies and similar technologies.
Where we rely upon consent, you may withdraw your consent at any time.
Withdrawal of consent does not affect the lawfulness of processing undertaken before consent was withdrawn.
7. Marketing communications
Where permitted by law, TileSavvy may send you information about products, offers, promotions, inspiration, news or other services that we believe may be relevant to you.
We will only send electronic marketing communications where we have an appropriate lawful basis for doing so and comply with applicable electronic marketing requirements.
You can unsubscribe from marketing communications at any time by:
selecting the unsubscribe option contained in our marketing emails; or
contacting TileSavvy using the details provided in this Privacy Policy.
Unsubscribing from marketing communications will not prevent us from sending transactional or service communications relating to an order, delivery, return, refund or customer account.
8. Cookies and similar technologies
Our website may use cookies and similar technologies to provide functionality, maintain security, remember preferences and, subject to applicable requirements, understand website usage and support advertising or marketing activities.
These may include:
Strictly necessary technologies – required for essential website functions such as security, shopping basket functionality, checkout, authentication and payment processing.
Functional technologies – used to provide enhanced website features or remember preferences.
Analytics technologies – used to understand how visitors use the website and help us improve its performance and usability.
Advertising and marketing technologies – where used, these may help us measure advertising performance, understand interactions with campaigns or provide advertising relevant to users.
Where consent is required, non-essential technologies will not be used unless the appropriate permission has been obtained.
Users will be able to manage applicable choices through our cookie consent controls.
Further information about the technologies used on our website should be provided in our Cookie Policy.
9. Sharing your personal information
We do not sell your personal information.
We may share personal information with carefully selected organisations where this is necessary to operate our business and provide our products and services.
These may include:
Website and e-commerce providers
Providers that host, operate or support our website, e-commerce functionality and associated systems.
Payment providers
Banks, payment gateways and payment processors used to securely process transactions.
Delivery and logistics providers
Couriers, delivery companies, logistics providers, warehouses and suppliers where information is necessary to fulfil and deliver an order or sample.
IT and technology providers
Organisations providing hosting, data storage, cybersecurity, communications, email, technical support and other technology services.
Analytics providers
Providers that help us understand website performance and customer interactions, subject to applicable cookie and consent requirements.
Marketing providers
Where applicable, providers supporting email marketing, advertising, customer communications and campaign measurement.
Professional advisers
Accountants, insurers, legal advisers and other professional advisers where reasonably necessary.
Government and regulatory authorities
We may disclose personal information where required by law, regulation, court order or another lawful request from an authorised public body.
Business transfers
If TileSavvy sells, purchases, restructures or transfers all or part of its business or assets, personal information may form part of that transaction, subject to appropriate confidentiality and data protection safeguards.
We require organisations processing personal information on our behalf to use it only for authorised purposes and to provide appropriate protection.
10. International transfers
Some of our service providers may process or store personal information outside the United Kingdom.
Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer complies with applicable UK data protection requirements.
Depending upon the destination and circumstances, this may include relying upon UK adequacy regulations or implementing appropriate contractual and organisational safeguards.
11. How long we keep your information
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including satisfying legal, accounting, taxation, contractual and regulatory requirements.
Retention periods will vary depending upon the information concerned.
When determining how long information should be retained, we consider:
-
the nature and sensitivity of the information
-
why it was collected
-
whether it remains necessary for that purpose
-
our contractual obligations
-
statutory retention requirements
-
applicable limitation periods
-
potential disputes or legal claims; and
-
security and fraud prevention requirements.
Transaction and accounting records may need to be retained for several years in accordance with applicable legal and taxation requirements.
Where information is no longer required, we will securely delete, anonymise or otherwise dispose of it as appropriate.
12. Security of your information
TileSavvy takes appropriate technical and organisational measures to protect personal information against:
-
unauthorised access
-
accidental loss
-
misuse
-
alteration
-
unauthorised disclosure; and
-
destruction.
Access to personal information is restricted to those who reasonably require it for legitimate business purposes.
Our website and relevant service providers use security measures designed to protect information transmitted during online transactions.
However, no internet-based service can guarantee absolute security, and users should also take appropriate steps to protect their accounts and passwords.
13. Your data protection rights
Depending upon the circumstances and the lawful basis relied upon, you may have the following rights.
Right of access
You may request confirmation of whether we process your personal information and request a copy of information we hold about you.
Right to rectification
You may ask us to correct inaccurate or incomplete personal information.
Right to erasure
In certain circumstances, you may ask us to delete your personal information.
Right to restriction of processing
In certain circumstances, you may ask us to restrict the way we use your information.
Right to object
You may have the right to object to processing based upon our legitimate interests.
You have the right to object at any time to the processing of your personal information for direct marketing purposes.
Right to data portability
In certain circumstances, you may request personal information you provided to us in a structured, commonly used and machine-readable format or request its transfer to another organisation.
Right to withdraw consent
Where processing is based upon consent, you may withdraw that consent at any time.
Rights relating to automated decision-making
You may have rights relating to decisions based solely upon automated processing where those decisions produce legal or similarly significant effects.
Not every right applies in every circumstance. We may need to verify your identity before responding to a request.
14. Automated decision-making
TileSavvy does not intend to make decisions about customers based solely on automated processing where those decisions produce legal or similarly significant effects unless this is permitted by applicable law and appropriate safeguards are provided.
Automated tools may nevertheless be used for routine e-commerce functions such as fraud detection, website security, product recommendations or transaction screening.
Where such processing materially changes, this Privacy Policy will be reviewed and updated as necessary.
15. Third-party websites and services
Our website may contain links to websites, social media platforms or services operated by third parties.
TileSavvy is not responsible for the privacy practices of independent third-party websites.
We encourage you to review the privacy information provided by those organisations before providing personal information to them.
16. Children's information
The TileSavvy website and our products are not directed at children, and we do not knowingly seek to collect personal information directly from children for marketing purposes.
If we become aware that personal information relating to a child has been collected in circumstances where it should not have been, we will take appropriate steps to address the matter.
17. Complaints
If you have concerns about how TileSavvy has used your personal information, please contact us first so that we can investigate and respond.
You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO).
Information about making a complaint is available directly from the ICO.