Privacy Policy - The Kitchen Store Direct
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Privacy Policy

Hello, we value the personal information you provide to us and wouldn’t want to use your personal data in a way that you wouldn’t expect. This Privacy Policy explains how we protect your privacy and how you can control the way we use your personal information.

Having read this Policy, if you want to change the way in which we use your data, or if you have a question about how your personal information is used, please contact us using one of the methods below:

*  Send an email to our team mail@thekitchenstore.co.uk
*  Write to us at The Kitchen Store (Retail) Ltd, Blenheim Road, Lancing BN15 8UQ


Contents

1.      Introduction
2.      Who is The Kitchen Store?
3.      Explaining the legal bases we rely on
4.      When do we collect your personal data?
5.      What sort of personal data do we collect?
6.      How and why do we use your personal data?
7.      How we protect your personal data
8.      How long will we keep your personal data?
9.      Who do we share your personal data with?
10.   Where your personal data may be processed
11.   What are your rights over your personal data?
12.   How can you stop the use of your personal data for direct marketing?
13.   Contacting the Regulator
14.   Any questions?


1. Introduction

This Privacy Policy explains in detail the types of personal data we may collect about you when you interact with us. It also explains how we’ll store and handle that data, and keep it safe.

We know that there’s a lot of information here, but we want you to be fully informed about your rights, and how The Kitchen Store uses your data.

We hope the following sections will answer any questions you have but if not, please do get in touch with us.

It’s likely that we’ll need to update this Privacy Policy from time to time. We’ll notify you of any significant changes, but you’re welcome to come back and check it whenever you wish.

When you are using The Kitchen Store websites, The Kitchen Store (Retail) Ltd. is the data controller.

2. Who is The Kitchen Store?

The Kitchen Store – is one company made up of three business units:

The Kitchen Store – which designs and sells complete kitchens.
The Kitchen Store Direct – which sells parts and extras to existing kitchen owners by phone, online and in-store.
The Kitchen Store Contracts – which designs and sells complete kitchens to trade and special commercial contracts.

For simplicity throughout this Policy, ‘we’ and ‘us’ means The Kitchen Store and its brands.

3. Explaining the legal bases we rely on

The law on data protection sets out a number of different reasons for which a company may collect and process your personal data, including:

Consent
In specific situations, we can collect and process your data with your consent.

For example, when you tick a box to receive email newsletters.

When collecting your personal data, we’ll always make clear to you which data is necessary in connection with a particular service.

Contractual obligations
In certain circumstances, we need your personal data to comply with our contractual obligations.

For example, if you order an item from us for home delivery, we’ll collect your address details to deliver your purchase, and pass them to our courier.

Legal compliance
If the law requires us to, we may need to collect and process your data.

For example, we can pass on details of people involved in fraud or other criminal activity affecting The Kitchen Store to law enforcement.

Legitimate interest
In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example, we will use your purchase history to send you or make available personalised offers.
We also combine the shopping history of many customers to identify trends and ensure we can keep up with demand, or develop new products/services.
We will also use your address details to send you direct marketing information by post, telling you about products and services that we think might interest you.

4. When do we collect your personal data?

*  When you visit any of our websites, and use your account to buy products and services, or redeem vouchers from The Kitchen Store on the phone, in a shop or online.
*  When you create an account with us.
*  When you purchase a product or service in store or by phone.
*  When you engage with us on social media.
*  When you contact us by any means with queries, complaints etc.
*  When you ask one of our team to email you information about a product or service.
*  When you enter prize draws or competitions.
*  When you book any kind of appointment with us or book to attend an event in store.
*  When you comment on or review our products and services.
*  Any individual may access personal data related to them, including opinions. So if your comment or review includes information about the team member who provided that service, it may be passed on to them if requested.
*  When you fill in any forms. For example, if an accident happens in store, a team member may collect your personal data.
*  When you’ve given a third party permission to share with us the information they hold about you, such as your architect or builder.
*  When you use our car parks and stores that usually have CCTV systems operating for the security of both customers and team members. These systems may record your image during your visit.

5. What sort of personal data do we collect?

*  If you have a web account with us: your name, date of birth, billing/delivery address, orders and receipts, email and telephone number. For your security, we’ll also keep a record of your login password. This is encrypted and we cannot see it.
*  Details of your interactions with us by telephone, in store or online.

For example, we may collect notes from our conversations with you, details of any complaints or comments you make, details of purchases you made, items viewed or added to your basket, voucher redemptions, our web pages you visit and how and when you contact us.

*  Copies of documents you provide to prove zero-rating of your building project. This will include details of your full name, address.
*  Details of your visits to our websites.
*  Information gathered by the use of cookies in your web browser.
*  Payment card information.
*  Your comments and product reviews.
*  Your image may be recorded on CCTV when you visit a store or car park.
*  To deliver the best possible web experience, we collect technical information about your Internet connection and browser as well as the country and telephone code where your computer is located, the web pages viewed during your visit, and any search terms you entered.
*  Your social media username, if you interact with us through those channels, to help us respond to your comments, questions or feedback.

6. How and why do we use your personal data?

We want to give you the best possible customer experience. The data privacy law allows us as part of our legitimate interest to understand our customers and provide the highest levels of service.

Of course, if you wish to change how we use your data, you’ll find details in the ‘What are my rights?’ section below.

Here’s how we’ll use your personal data and why:

*  To process any orders that you make by using our websites or in store. If we don’t collect your personal data during checkout, we won’t be able to process your order and comply with our legal obligations.

For example, your details may need to be passed to a third party to supply or deliver the product or service that you ordered, and we may keep your details for a reasonable period afterwards in order to fulfil any contractual obligations such as refunds, guarantees and so on.

*  To respond to your queries, refund requests and complaints. Handling the information you sent enables us to respond. We may also keep a record of these to inform any future communication with us and to demonstrate how we communicated with you throughout. We do this on the basis of our contractual obligations to you, our legal obligations and our legitimate interests in providing you with the best service.
*  To protect our business and your account from fraud and other illegal activities. This includes using your personal data to maintain, update and safeguard your account. We’ll do all of this as part of our legitimate interest.

For example, by checking your password when you login and using automated monitoring of IP addresses to identify possible fraudulent log-ins from unexpected locations.

*  To protect our customers, premises, assets and team members from crime, we operate CCTV systems in our stores and car parks which record images for security. We do this on the basis of our legitimate business interests.*  To process payments and to prevent fraudulent transactions. We do this on the basis of our legitimate business interests. This also helps to protect our customers from fraud.
*  If we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. We aim is to protect the individuals we interact with from criminal activities.
*  With your consent, we will use your personal data and details of your transactions to keep you informed by email, web, text, telephone and through our office about relevant products and services including our promotions, events and so on.
Of course, you are free to opt out of hearing from us by any of these ways at any time.
*  To send you relevant, personalised communications by post in relation to warranties, promotions, events and product discontinuations. We’ll do this on the basis of our legitimate business interest.
You are free to opt out of hearing from us by post at any time.
*  To send you communications required by law or which are necessary to inform you about our changes to the services we provide you. For example, product recall notices and legally required information relating to your orders. These service messages will not include any promotional content and do not require prior consent when sent by email or text message. If we do not use your personal data for these purposes, we would be unable to comply with our legal obligations.
*  To comply with our contractual or legal obligations to share data with law enforcement.

For example, when a court order is submitted to share data with law enforcement agencies or a court of law

*  To send you survey and feedback requests to help improve our services. These messages will not include any promotional content and do not require prior consent when sent by email or text message. We have a legitimate interest to do so as this helps make our products or services more relevant to you.
Of course, you are free to opt out of receiving these requests from us at any time by emailing us mail@thekitchenstore.co.uk
*  To process your home visits requests (for example with a designer). Frequently, we’ll need to share your details with a third party who is providing a service (such as our delivery team, stone masons and fitters visiting your home). We do so to fulfil our order with you. Without sharing your personal data, we’d be unable to fulfil your order.

7. How we protect your personal data

We know how much data security matters to all our customers. With this in mind we will treat your data with the utmost care and take all appropriate steps to protect it.

We secure access to all transactional areas of our websites using ‘https’ technology. Access to your personal data is password-protected. Payment card information is securely hosted by Sage Pay to ensure it is protected.

All data is kept secure and confidential at all times by The Kitchen Store team:

*  Data is stored within our database “EQ” which is password protected and only members The Kitchen Store team and the software developers “EQ” themselves have access to it.
*  EQ is hosted on our own server which is maintained by Viper IT Group
*  For invoicing / accounts we use Xero which is also password protected and GDPR compliant.
*  Our stores and offices are locked when unoccupied in secure alarmed buildings with 24hr CCTV, access is granted only to approved individuals.
*  Our archive records are kept in a secure restricted location locked by key and alarmed outside of working hours.

8. How long will we keep your personal data?

Whenever we collect or process your personal data, we’ll only keep it for as long as is necessary for the purpose for which it was collected.

At the end of that retention period, your data will be deleted completely.

Some examples of customer data retention periods:
Orders: When you place an order, we’ll keep the personal data you give us for five years so we can comply with our legal and contractual obligations.
Warranties: If your order included a warranty, the associated personal data will be kept until the end of the warranty period.

9. Who do we share your personal data with?

We often need to share your personal data with trusted third parties.

For example, delivery couriers, fitters, stonemasons, plumbers, electricians and other tradespeople visiting your home, and to handle complaints, and so on.

Here’s the Policy we apply to those organisations to keep your data safe and protect your privacy:

*  We provide only the information they need to perform their specific services.
*  They may only use your data for the exact purposes we specify in our contract with them.
*  We work closely with them to ensure that your privacy is respected and protected at all times.
*  If we stop using their services, any of your data held by them will either be deleted or rendered anonymous.

Examples of the kind of third parties we work with are:
*  IT companies who support our website and other business systems.
*  Operational companies such as delivery couriers.
*  Direct marketing companies who help us manage our electronic communications with you.

*  For fraud management, we may share information about fraudulent or potentially fraudulent activity in our premises. This may include sharing data about individuals with law enforcement bodies.
*  We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body, in your country of origin or elsewhere, upon a valid request to do so. These requests are assessed on a case-by-case basis and take the privacy of our customers into consideration.
*  We may, from time to time, expand, reduce or sell The Kitchen Store and this may involve the transfer of divisions or the whole business to new owners. If this happens, your personal data will, where relevant, be transferred to the new owner or controlling party, under the terms of this Privacy Policy.
*  For further information please contact our Data Protection Officer.

To help deliver your journey through The Kitchen Store websites we currently use the following companies, who will process your personal data as part of their contracts with us:

*  Sage Pay
*  Paula Rosa Manhattan
*  PWS Distributors
*  The Light Works
*  Cult Furniture
*  Bamboo Nine Ltd
*  Mediahawk

10. Where your personal data may be processed

Sometimes we will need to share your personal data with third parties and suppliers outside the European Economic Area (EEA), such as New Zealand or the USA.

Protecting your data outside the EEA:
The EEA includes all EU Member countries as well as Iceland, Liechtenstein and Norway. We may transfer personal data that we collect from you to third-party data processors in countries that are outside the EEA.

For example, this might be required in order to process your payment details.

If we do this, we have procedures in place to ensure your data receives the same protection as if it were being processed inside the EEA. For example, our contracts with third parties stipulate the standards they must follow at all times.

Any transfer of your personal data will follow applicable laws and we will treat the information under the guiding principles of this Privacy Policy.

11. What are your rights over your personal data?

You have the right to request:

*  Access to the personal data we hold about you, free of charge in most cases.
*  The correction of your personal data when incorrect, out of date or incomplete.
*  The deletion of the data we hold about you, in specific circumstances; for example, when you withdraw consent or object, and we have no legitimate overriding interest, or once the purpose for which we hold the data has come to an end (such as the end of a warranty).
*  Restriction of the use of your personal data, in specific circumstances, generally while we are deciding on an objection you have made.
*  That we stop processing your personal data, in specific circumstances; for example, when you have withdrawn consent, or object for reasons related to your individual circumstances.
*  That we stop using your personal data for direct marketing (either through specific channels, or all channels).
*  That we stop any consent-based processing of your personal data after you withdraw that consent.
*  You can contact us to request to exercise these rights at any time.
*  If we choose not to action your request, we will explain the reasons for our refusal.

Your right to withdraw consent
Whenever you have given us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent.

Where we rely on our legitimate interest
In cases where we are processing your personal data on the basis of our legitimate interest, you can ask us to stop for reasons connected to your individual situation. We must then do so unless we believe we have a legitimate overriding reason to continue processing your personal data, such as administration of an extended warranty.

Direct marketing
You have the right to stop the use of your personal data for direct marketing activity through all channels. We must always comply with your request.

Checking your identity
To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Policy.
If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

12. How can you stop the use of your personal data for direct marketing?

There are several ways you can stop direct marketing communications from us:

*  Click the ‘unsubscribe’ link in any email communication that we send you. We will then stop any further emails.
*  Write to Data Protection Officer, The Kitchen Store (Retail) Ltd, Blenheim Road, Lancing BN15 8UQ.

Please note that you may continue to receive communications for a short period after changing your preferences while our systems are fully updated.

13. Contacting the Regulator

If you feel that your data has not been handled correctly, or you are unhappy with our response to any requests you have made to us regarding the use of your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office.

You can contact them by calling 0303 123 1113 or go online to www.ico.org.uk/concerns.

14. Any questions?

We hope this Privacy Policy has been helpful in setting out the way we handle your personal data and your rights to control it.

If you have any questions that haven’t been covered, please contact our Data Protection Officer who will be pleased to help you:

*  Email us at mail@thekitchenstore.co.uk
*  Or write to us at Data Protection Officer, The Kitchen Store (Retail) Ltd, Blenheim Road, Lancing BN15 8UQ

This Policy was last updated on 24/05/2018.