Privacy Policy

We take your privacy seriously. This policy explains what personal data we collect, why we collect it, how we use it, and your rights in relation to it. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

What Data We Collect

When you place an order or make an enquiry, we may collect the following information:

  • Your name and contact details (email address, phone number, delivery address)
  • Payment information (processed securely — we do not store card details)
  • Order history and correspondence
  • VAT exemption declarations, where applicable

When you visit our website, we may also collect anonymised data about how you use the site (pages visited, time on site, device type) via cookies and analytics tools.

How We Use Your Data

We use your personal data to:

  • Process and fulfil your order
  • Communicate with you about your purchase
  • Handle returns, refunds, and warranty claims
  • Comply with legal obligations (including HMRC VAT records)
  • Improve our website and customer experience

We do not sell your personal data to third parties. We do not use your data for unsolicited marketing without your explicit consent.

Who We Share Data With

We share your data only where necessary to fulfil your order or comply with the law. This may include:

  • Delivery and logistics partners (to arrange shipment of your order)
  • Payment processors (to handle your transaction securely)
  • Our accounting software (for invoicing and tax compliance)
  • HMRC, if required by law

All third parties we work with are required to handle your data securely and in accordance with UK data protection law.

How Long We Keep Your Data

We retain order and customer records for up to 7 years in line with HMRC requirements. If you contact us without placing an order, we will retain your details only as long as necessary to resolve your enquiry.

Cookies

Our website uses cookies to function correctly and to help us understand how visitors use the site. This includes essential cookies (required for the shop and checkout to work) and optional analytics cookies. You can manage your cookie preferences via the banner displayed on your first visit, or through your browser settings.

Your Rights

Under UK GDPR, you have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data (where we are not legally required to retain it)
  • Object to or restrict how we process your data
  • Withdraw consent for marketing at any time

To exercise any of these rights, please contact us at hello@walkingaidsdirect.com. We will respond within one month.

Complaints

If you have concerns about how we handle your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.

Contact

For any privacy-related questions, please contact us at hello@walkingaidsdirect.com.