Privacy Policy

3.1 Identity Data

This may include:

• your first and last name;
• title or job role, where provided;
• business name or clinic name, where provided.

3.2 Contact Data

This may include:

• billing address;
• shipping address;
• email address;
• telephone number;
• other contact details you provide to us.

3.3 Account Data

If you create an account or otherwise engage with account-based features, we may collect:

• login credentials;
• account preferences;
• saved carts;
• order history associated with your account;
• communication preferences.

3.4 Transaction and Order Data

This may include:

• details of products ordered;
• order number;
• transaction amount;
• payment status;
• shipping and delivery details;
• invoice details;
• refund, exchange, and return records;
• order-related communications.

3.5 Payment Data

Payments are generally processed by third-party payment service providers. We do not ordinarily store full payment card details ourselves. We may, however, receive limited payment-related information such as:

• payment method used;
• transaction confirmation;
• payment status;
• partial payment reference information;
• fraud screening results or payment risk indicators.

3.6 Technical Data

When you access or use our website, we may automatically collect technical information such as:

• IP address;
• browser type and version;
• device type;
• operating system;
• language settings;
• time zone;
• internet service provider;
• referral source;
• log data;
• cookie identifiers and similar technologies.

3.7 Usage Data

This may include information about how you interact with our website, such as:

• pages viewed;
• products viewed;
• clicks and navigation paths;
• session duration;
• site search terms;
• cart activity;
• browsing patterns;
• interactions with emails or advertisements.

3.8 Marketing and Communications Data

This may include:

• your subscription status;
• your preferences for receiving marketing from us;
• your responses to campaigns or promotions;
• records of email, phone, or support communications;
• responses to surveys, feedback requests, or review requests.

3.9 Support, Training, Warranty, and Service Data

Where you request product support, training, troubleshooting, or warranty assistance, we may collect:

• product details and order information;
• issue descriptions;
• photos, videos, recordings, or files you send us;
• troubleshooting history;
• technician or support notes;
• communications regarding service, replacement parts, or product use.

3.10 Compliance and Fraud Prevention Data

We may collect and process information necessary to:

• verify orders;
• detect suspicious activity;
• prevent fraud or abuse;
• comply with legal obligations;
• investigate disputes or chargebacks.

4.1 Directly From You

You may provide personal data to us when you:

• place an order;
• create an account;
• contact us by email, phone, form, or chat;
• request information, support, training, or warranty assistance;
• subscribe to newsletters or marketing communications;
• submit feedback, reviews, photos, videos, or other materials;
• participate in promotions or surveys.

4.2 Automatically

When you use our website, we may automatically collect certain technical and usage data through cookies, log files, pixels, analytics tools, and similar technologies.

4.3 From Third Parties

We may receive personal data from third parties, including:

• payment processors;
• shipping and logistics providers;
• fraud prevention and security providers;
• analytics providers;
• ecommerce or website platform providers;
• advertising and marketing service providers;
• financing or instalment-payment providers, where selected by you;
• publicly available sources, where necessary and lawful.

5.1 To Provide Our Website and Services

We use personal data to operate, maintain, administer, and improve our website and services, including technical troubleshooting and website performance monitoring.

5.2 To Process Orders and Fulfil Contracts

We use personal data to:

• process purchases;
• confirm orders;
• collect payment;
• arrange shipping and delivery;
• provide invoices;
• manage returns, refunds, and exchanges;
• communicate with you about your order.

5.3 To Provide Customer Service and Product Support

We use personal data to:

• respond to enquiries;
• provide technical support;
• provide training assistance;
• review service requests;
• manage warranty matters;
• evaluate and respond to troubleshooting materials such as photos or videos.

5.4 To Manage Customer Accounts

Where relevant, we use personal data to:

• create and manage user accounts;
• authenticate users;
• maintain account settings and preferences;
• keep account-linked order history.

5.5 To Send Service Communications

We may send non-marketing communications relating to:

• orders and deliveries;
• payment confirmations;
• support and service updates;
• warranty matters;
• changes to terms, policies, or operational matters.

5.6 To Send Marketing Communications

Where permitted by law or based on your consent, we may use personal data to send:

• promotional emails;
• product announcements;
• discount or campaign updates;
• educational or training-related communications;
• customer follow-ups;
• review or feedback requests.

5.7 To Improve Our Website, Products, and Services

We may use data to understand customer behavior, monitor website performance, improve user experience, refine product offerings, and enhance customer support.

5.8 To Protect Our Business and Prevent Fraud

We may use personal data to:

• verify transactions;
• detect fraud, abuse, or suspicious activity;
• enforce our terms and policies;
• investigate disputes, returns, chargebacks, or misuse;
• secure our systems and records.

5.9 To Comply With Legal and Regulatory Obligations

We may process personal data to comply with:

• tax obligations;
• accounting requirements;
• consumer protection obligations;
• law enforcement requests;
• court orders;
• other legal or regulatory requirements.

5.10 To Establish, Exercise, or Defend Legal Claims

Where necessary, we may use personal data in connection with legal proceedings, disputes, investigations, or enforcement matters.

6.1 Performance of a Contract

We process personal data where necessary to perform a contract with you or to take steps at your request before entering into a contract. This includes:

• processing orders;
• taking payments;
• arranging deliveries;
• providing customer support relating to purchased products;
• managing returns, refunds, or exchanges.

6.2 Legal Obligation

We process personal data where necessary to comply with legal obligations, including obligations relating to:

• tax and accounting records;
• fraud prevention;
• consumer law compliance;
• lawful requests from public authorities;
• record retention requirements.

6.3 Legitimate Interests

We may process personal data where necessary for our legitimate interests, provided those interests are not overridden by your rights and freedoms. These legitimate interests may include:

• operating and improving our website and business;
• managing customer relationships;
• responding to support requests;
• preventing fraud and abuse;
• securing systems and data;
• analysing website usage and performance;
• managing internal administration;
• defending legal claims;
• conducting reasonable business analytics and service improvements.

6.4 Consent

We rely on consent where required, including for:

• certain marketing communications;
• non-essential cookies and similar tracking technologies;
• certain optional promotional or advertising activities.

Where we rely on your consent, you may withdraw it at any time. Withdrawal of consent will not affect the lawfulness of processing carried out before withdrawal.

9.1 Ecommerce and Website Service Providers

We may share data with providers that support our website, ecommerce operations, checkout systems, hosting, and technical infrastructure.

9.2 Payment Processors

We may share data with payment service providers to process transactions, verify payments, prevent fraud, and manage refunds or payment issues.

9.3 Financing or Instalment Payment Providers

Where you choose financing or instalment options, we may share relevant data with the selected provider.

9.4 Shipping, Delivery, and Fulfilment Providers

We may share data with couriers, shipping providers, fulfilment partners, logistics providers, and customs-related service providers as necessary to deliver orders and manage returns or service-related shipments.

9.5 Customer Support and Communications Providers

We may use third-party systems for help desk management, CRM, email communications, call handling, or support workflows.

9.6 IT, Security, and Cloud Providers

We may share data with hosting providers, backup systems, cybersecurity vendors, and other technology providers who help us operate securely.

9.7 Analytics and Marketing Providers

We may share data with analytics, advertising, remarketing, and campaign management providers, subject to applicable law and consent requirements.

9.8 Professional Advisers

We may disclose data to lawyers, accountants, auditors, insurers, consultants, or other professional advisers where reasonably necessary.

9.9 Regulators and Authorities

We may disclose personal data where required by law, regulation, court order, legal process, or where necessary to protect our rights or the rights of others.

9.10 Corporate Transactions

If we are involved in a merger, acquisition, financing, restructuring, asset sale, or other business transfer, personal data may be disclosed as part of that process, subject to appropriate confidentiality and legal safeguards.

13.1 Right of Access

You may request confirmation of whether we process your personal data and, if so, request access to that data and related information.

13.2 Right to Rectification

You may request that we correct inaccurate personal data or complete incomplete personal data.

13.3 Right to Erasure

You may request deletion of your personal data in certain circumstances.

13.4 Right to Restrict Processing

You may request that we restrict the processing of your personal data in certain circumstances.

13.5 Right to Object

You may object to certain types of processing, including processing based on legitimate interests and processing for direct marketing purposes.

13.6 Right to Data Portability

Where applicable, you may request a copy of certain personal data in a structured, commonly used, and machine-readable format.

13.7 Right to Withdraw Consent

Where processing is based on consent, you may withdraw that consent at any time.

13.8 Right to Complain

You have the right to lodge a complaint with the UK Information Commissioner’s Office if you believe your data protection rights have been infringed.