Privacy Policy

Last updated 06.05.2021

Drench is committed to protecting customer privacy. This notice is our way of telling you what information we collect about you, why we need it, how we use the information, and what your rights are.

Beyond Retail Ltd, (“Beyond Retail”, “Drench”, “we” or “us”) is the data controller of the personal data collected via or in connection with drench.co.uk (the “Site”). Beyond Retail Ltd is located at 447 Commercial Road, Aviation Business Park, Christchurch, BH23 6DS.

Why do we collect your data?

Because the information is necessary to perform a contract with you, or take steps prior to entering into a contract with you (e.g. if you have made a purchase with us, we use your personal data to process the payment and fulfil your order); or

Because we have obtained your consent (e.g. where you contact us with a query, where you add optional information to your account profile, or if you consent to receive marketing from us); or

Because it is in our legitimate interests as an e-commerce company to maintain and promote our services. By better understanding our customers we can continue to improve our product offering and customer experience. We use information about you to personalise your view of the Site, and to make it more interesting and relevant in respect of the products and offers on view.

What personal data do we collect about you?

There are two main categories of information we collect: Information you give to us, and Information we automatically collect from your use of the Site.

We use your information in several different ways. What we do with your information depends on when we collect it and what we collect. We may anonymize your information for any purpose permitted by applicable laws.

Information you give to us

Your name and contact details (such as your email address, delivery and billing address, landline and mobile phone number and password)
Additional profile information (such as location, trade or retail customer status, proof of trade, trade annual turnover and trade annual spend on bathroom products)
Your payment information (such as your credit or debit card number, security code (CVV) and expiration date)
Your communications and contact history with us (such as email tickets, sales or service call recordings, chat and instant messages, or communications with our social media channels)
Other information (such as demographic data; product questions; product reviews; forum posts; survey responses; participation in promotions; style preference, budget and dimension information submitted via a design consultation form; and budget and dimension information submitted via a bespoke shower enclosure quote request)

How we use information you give to us	Why we collect it
Registration	We need your name and contact details to create your account. This information is necessary for the adequate performance of certain services and offerings on the Site, and to fulfill our contract with you when you place an order.
Accept payment, fulfill orders, provide refunds	We use your name and contact details to fulfill our contract with you and deliver your order to your chosen address, and we use your payment information to process payments and refunds.
Sending you account information	We need your name and contact details to deliver important account information to you, such as order confirmations and notices, changes to account settings, and notices about the Site, or the terms and policies that apply to it.
To offer an improved user experience	We use your communications and contact history with us, as well as other information such as additional profile information, to operate, protect, improve and optimize the Site and to personalize and customize your experience. We have a legitimate interest in maintaining and improving the Site and the customer service we offer our customers.
Analytics, training and quality assurance	We may use information you provide to us to train our staff, improve our services, and perform other internal measurement and monitoring of performance. This processing can be based upon your consent or upon our legitimate interest in detecting and preventing fraud and improving our services and offerings.
Communication, marketing and advertising	We may use information you provide to us to deliver and personalize our communications with you, or to administer referral programs, rewards, surveys, sweepstakes, contests or other promotional activities.This processing can be based upon your consent or upon our legitimate interest in undertaking marketing activities to offer you products or services that may be of interest

Information we automatically collect from your use of the Site

Purchase history and saved items (such as what you bought and what you've placed in your cart or saved items)
Log data and device information (such as details about how you've used the Site, IP address, access dates and times, hardware and software information, device information, device event information, unique identifiers, crash data, cookie data, location data and page/product views or clicks)
Geo-location information (such as IP address, browser information or mobile GPS information)
Cookies and similar technologies (such as web beacons, pixels, and mobile identifiers)

How we use information we automatically collect	Why we collect it
To provide customer service and process returns	We use your saved products to help you make a purchase, and we use your purchase history to uphold our contract with you and ensure that you've had a great customer experience.
To offer an improved user experience	We use your log data and device information to operate, protect, improve and optimize the Site and to personalize and customize your experience. We have a legitimate interest in improving the Site, as well as user experience.
To create and maintain a secure environment	We have a legitimate interest in protecting the Site, to comply with applicable law and to measure the adequate performance of our contract with you.
Analytics, training and quality assurance	We may use automatically collected information to train our staff and perform internal analytics and performance monitoring. We have a legitimate interest in detecting and preventing fraud and improving our services and offerings.
Communication, marketing and advertising	We may use automatically collected information such as cookies and similar technologies to provide the most relevant advertising to you. This processing can be pursuant to your consent or pursuant to our legitimate interest in undertaking marketing activities to offer you products or services that may be of interest.

Marketing Messages

Depending on your marketing preferences, we may use your personal data to send you marketing messages by email, phone or post. Some of these messages may be tailored to you, based on your previous browsing or purchase activity, and other information we hold about you.

If you no longer want to receive marketing communications from us (or would like to opt back in!), you can change your preferences at any time by contacting us, or clicking on the ‘unsubscribe’ link in a marketing email. If you unsubscribe from marketing emails please note we may still need to contact you with service messages from time to time (e.g. order and delivery confirmations, and information about your legal rights).

Seeing adverts for Drench online

We engage in online advertising to keep you aware of what we’re up to and to help you see and find our products.

Like many companies, we target banners and ads to you when you are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of Drench (for example, your search history, products you visited, and the content you read on Drench) or on banners or ads you have previously clicked on.

If you no longer want to see tailored ads you can change your cookie and privacy settings on your browser and these third party websites. You can find out more about this form of advertising, including how you can opt out of it here: http://www.youronlinechoices.com/uk/faqs.

Who do we share this personal data with?

We do not, and will not, sell any of your personal data to any third party – including your name, address, email address or credit card information. However, we do share customers’ personal data with third parties in the following circumstances:

With our suppliers and brand partners, if making a direct delivery on our behalf, or in case of a warranty claim when your goods are covered by a manufacturer guarantee.
Companies and individuals that help us deliver our products to you, such as order packers and delivery and freight companies.
Professional service providers who help us to run our business, such as payment processors, marketing companies, software vendors, consultants, and advertising partners.
We use Stripe for payment, analytics, and other business services. Stripe collects identifying information about the devices that connect to its services. Stripe uses this information to operate and improve the services it provides to us, including for fraud detection. You can learn more about Stripe and read its privacy policy at https://stripe.com/privacy.
Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud.
Otherwise where we have your consent or are otherwise legally permitted to do so.

Storage and Retention

We’ll hold on to your information for as long as you have your account, or as long as is needed to be able to provide the services to you, or (in the case of any contact you may have with our Customer Service team) for as long as is necessary to provide support-related reporting and trend analysis.

If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes and issues, support contractual warranty periods, prevent fraud and abuse, or enforce our terms and conditions, we may also keep hold of some of your information as required, even after you have closed your account or it is no longer needed to provide the services to you.

Security

This Site ensures that data is encrypted when leaving the Site. This process involves the converting of information or data into a code to prevent unauthorised access. This Site follows this process and employs secure methods to ensure the protection of all credit and debit card transactions. Encryption methods such as SSL are utilised to protect customer data when in transit to and from this Site over a secure communications channel.

Whilst we do everything within our power to ensure that personal data is protected at all times from our Site, we cannot guarantee the security and integrity of the information that has been transmitted to our Site.

Children

Our Site is not intended for, and should not be used by, children under the age of 18. We do not knowingly collect personal data from children under 18.

Cookies

Our Sites uses cookies and similar technologies to provide certain functionality to the Site, to understand and measure its performance, and to deliver targeted advertising. Please see our Cookie Policy here for further information about the cookies we use and how to amend your cookie settings.

Your rights

You have the following rights related to the information that we maintain about you:

The right to be informed about how your information is used. This is the reason we provide this Privacy Notice to you.
The right to access the information we hold about you.
The right to request the correction of inaccurate information we hold about you. You can correct some of this information in your account settings.
In some circumstances, the right to request that we delete your information, or stop processing it or collecting it.
The right to stop direct marketing messages, which you can do by clicking on any "unsubscribe" link in any marketing email you receive from us. You also have the right to withdraw your consent for other processing activities for which you have given us your consent.
The right to request that we transfer your information either to you or a third party.
The right to complain to your data protection regulator.

If you want to exercise your rights, please request a Subject Access Request Form by contacting us. If you have any questions or concerns, you can contact us using the details provided below.

Contact Us

If you have any queries on any aspect of our Privacy Policy, please contact us on the details below:

Contact us through our Help Hub
Address: Beyond Retail Ltd, 447 Commercial Road, Aviation Business Park, Christchurch, BH23 6DS.
Registered Company Number: 07457691

Changes

We may change this Privacy Notice from time to time. This may be necessary, for example, if the law changes, or if we change our business in a way that affects personal data protection.

Any changes will be immediately posted on the Site and you will be deemed to have accepted the terms of the Privacy Policy on your first use following the alterations. We recommend that you check this page regularly to keep up-to-date.