Who is responsible
VEITCHI FLOORING LIMITED is the data controller for this store, account, order, membership and support data. Contact: VEITCHI FLOORING LIMITED, 8 Cambuslang Way, Gateway Glasgow, Glasgow, Scotland, G32 8ND, United Kingdom. Email support@veitchifloorr.shop; phone +44 7587225451.
For payments, the selected payment provider acts under its own privacy terms for payment processing. We do not receive or store your full card number or card security code.
What we collect and collection sources
We collect order and account identifiers; name, email, phone, shipping address and billing address; country; selected products, size, quantity, floor-compatibility confirmation, order value and fulfilment status; membership plan and billing state; returns, refund and support messages; space-order details; consent records; device, security and cookie data; and correspondence.
Collection sources include information you enter in contact, space-order, account and checkout forms; choices made in the Floor Finder and cart; account and order activity; payment-status and fraud-prevention messages from Stripe or PayPal; delivery scans and exceptions from fulfilment or courier partners; email-support correspondence; and cookie or security events from your browser where permitted. Payment providers may return billing status, limited payment-method details, risk signals and transaction identifiers, but not complete card credentials.
Shipping, order fulfilment, logistics and returns data
We use the recipient name, shipping address, email, phone, country, item dimensions and order reference to pick and pack goods, create shipping labels, provide delivery updates, complete customs documents where required, investigate loss or damage and confirm delivery. We disclose only the necessary fields to fulfilment warehouses, postal operators, couriers and customs intermediaries involved in that order.
For returns, exchanges and refunds, we use the order reference, purchased items, return reason, photographs you choose to provide, collection or return address, courier tracking, inspection outcome, support correspondence and refund status. This information is used to authorise and route the return, inspect the goods, prevent return abuse, issue any amount due and meet accounting or consumer-law duties.
Why we use it and legal bases
We use data to form and perform a sales or membership contract, collect payment, deliver physical goods, handle returns and support, operate account and order tracking, prevent fraud, comply with tax and accounting duties, defend legal claims, and improve store usability.
Legal bases under UK and EU GDPR are contract, legal obligation, legitimate interests in secure retail operations and service improvement, and consent for optional marketing or non-essential cookies. You may withdraw consent without affecting earlier lawful processing.
International transfers
Worldwide delivery and cloud processing can transfer data outside the United Kingdom or European Economic Area. Where adequacy regulations do not apply, we use contractual safeguards such as approved standard clauses and assess additional protections. Contact us to request information about the safeguard relevant to your data.
Retention and deletion
Uncompleted checkout and enquiry data is retained for no longer than 24 months unless an earlier deletion request or legal need applies. Delivery tracking, fulfilment exceptions and ordinary return-support records are kept only while the order or return is active and for the period reasonably needed to resolve disputes. Order, payment, refund and tax records are generally retained for up to 7 years where accounting law requires it. Account and membership records remain while active and for a limited period afterward. Security logs are retained only as long as needed to investigate misuse. Cookie lifetimes appear in the Cookie Policy.
At the end of the applicable period, records are securely deleted or irreversibly anonymised from active systems; remaining backups expire on their normal protected rotation. We may restrict rather than delete a record while a legal claim, chargeback, fraud investigation or statutory retention duty remains. A valid deletion request is applied sooner unless retaining specific data is legally required.
GDPR and CCPA rights
Depending on location, you may request access, correction, deletion, restriction, objection, portability, or withdrawal of consent. You may object to direct marketing at any time. UK residents may complain to the Information Commissioner’s Office; EEA residents may contact their supervisory authority.
California residents may request to know, correct or delete personal information and may limit certain uses of sensitive information. We will verify requests and will not discriminate for exercising a right. An authorised agent may submit a request with proof of authority.
Do Not Sell or Share
We do not sell personal information for money and do not share it for cross-context behavioural advertising. If our practices change, we will provide the legally required opt-out control before such processing begins. You may still email support@veitchifloorr.shop with a “Do Not Sell or Share” request.
Security
We use role-restricted systems, encrypted transport, server-side payment secrets, signed admin sessions, provider access controls, logging and retention limits. No internet system is risk-free; if a breach is likely to create a legal notification duty, we notify regulators and affected people as required.
Automated decisions and children
The Floor Finder applies simple room, surface and budget rules and does not make legal or similarly significant decisions. Payment providers may perform fraud checks under their own terms.
Children under 13 may not use the store, account or forms. People aged 13–17 require guardian consent and must provide a guardian contact where requested. We delete data collected from a child below the permitted age when identified.
Contact and complaints
Send privacy requests or complaints to VEITCHI FLOORING LIMITED, 8 Cambuslang Way, Gateway Glasgow, Glasgow, Scotland, G32 8ND, United Kingdom. Email support@veitchifloorr.shop; phone +44 7587225451. We normally respond within the legally required period after verifying identity. You may also complain to your applicable data protection regulator.