Privacy Notice - transparency of data protection
Being transparent and providing accessible information to individuals about how we will use their personal data is important for our organisation. The following are details on how we collect data and what we will do with it:
What information is being collected?
The personal information we collect might include your name, address, email address, email click through information, IP address, and information regarding what web pages are accessed and when.
If you make a purchase online, over the telephone or for a mailorder your card information is not held by us, it is collected by our third party payment processors, who specialise in the secure online capture and processing of credit/debit card transactions, as explained below.
If you have applied for a job, we will collect your CV, covering letter and contact details.
Who is collecting it?
How is it collected?
We obtain information about you when you use our website or app, when you place an order, request a catalogue, join our mailing list, enter a competition or submit feedback.
Session Cookies - We use a session cookie to remember your login for you and what you've put in your basket. These we deem strictly necessary to the working of the website. If these are disabled then various functionalities on the site will be broken.
Google Analytics – We use this to understand how the website is being used in order to improve the user experience.
Facebook Pixel - Cookies and pixels are used to understand and deliver ads and make them more relevant to you, as well as to store. We may also use a cookie to learn whether someone who saw an ad on Facebook later visited our website.
Why is it being collected?
We use the information we hold on your records for operational purposes, for example processing your order, dealing with queries, tracking deliveries, reviewing past purchases.
Your order history enables us to tailor our services, product range and marketing information (e.g. promotions and special offers) to your requirements.
If you opted in, we also use the information to keep you up to date with The Refinery: mailing new catalogues and sending emails as appropriate. You can opt-out at any time.
If you have opted in, we may make your postal mailing list available to carefully selected companies. You can opt-out at any time.
For purposes of quality control and training, calls and emails may be monitored.
How will it be used?
We may use your information to:
• Process any orders that you have made.
• To carry out our obligations arising from any contracts entered into by you and us.
• Dealing with entries into a competition;
• Seek your views or comments on the products or services we provide.
• Notify you of changes to our services;
• Send you communications which you have requested and that may be of interest to you, including: Catalogues, Mailings, Activities, Promotions and Product Launches.
• If you have opted in to hear from carefully selected partners.
Who will it be shared with?
Third Party Product Providers: We will only share your information with third parties for marketing purposes if you specifically request. If you do so, this will be postal only (not email). You may opt-out at any time.
Third Party Service Providers working on our behalf: We may pass your information to our third party service providers, agents subcontractors and other associated organisations for the purposes of completing tasks and providing services to you on our behalf (for example to post your order, mail you a catalogue or fulfil a made-to-order purchase). However, when we use third party service providers, we disclose only the personal information that is necessary to deliver the service and we have a contract in place that requires them to keep your information secure and not to use it for their own direct marketing purposes. Please be reassured that we will not release your information to third parties for them to use for their own direct marketing purposes, unless you have requested us to do so, or we are required to do so by law, for example, by a court order or for the purposes of prevention of fraud or other crime.
When you are using our secure online payment page, placing an order by telephone or mailorder your order is processed by a third party payment processor, who specialises in the secure online capture and processing of credit/debit card transactions. If you have any questions regarding secure transactions, please contact us.
Right of rectification
You have a right of rectification of data. If there are any errors in the data we hold, please submit a change request at.
Identity and contact details of any data controllers
Data Protection Officer
983 Great West Road
Details of transfers to third country and safeguards
As part of the services offered to you, the information which you provide to us may be transferred to countries outside the European Economic Area (“EEA”). By way of example, this may happen if any of our servers are from time to time located in a country outside of the EEA. These countries may not have similar data protection laws to the UK. By submitting your personal data, you’re agreeing to this transfer, storing or processing. If we transfer your information outside of the EEA in this way, we will take steps to ensure that appropriate security measures are taken with the aim of ensuring that your privacy rights continue to be protected as outlined in this Policy.
If you use our services while you are outside the EEA, your information may be transferred outside the EEA in order to provide you with those services.
Transactional Data is anonymised following 5 years of dormancy. After this time transactional information may used for analysis use only.
If you have applied for a job, but been unsuccessful, we will keep your records on file for not more than 3 months, unless you request otherwise. If you have previously been employed by The Refinery, your personal details and salary information will be retained for six year, as required by law.