1. Who We Are

2.1 Information You Provide

• Name, address and contact details (phone, email) when placing an order or enquiry
• Payment information (processed securely — we do not store card details)
• Delivery address and instructions
• Communications you send to us (email, phone, in-store)
• Newsletter subscription details

2.2 Information Collected Automatically

• IP address and browser type when visiting our website
• Pages visited, time on site and referring URLs
• Cookie data (see Section 8)

2. Data We Collect

2.1 Information You Provide

• Name, address and contact details (phone, email) when placing an order or enquiry
• Payment information (processed securely — we do not store card details)
• Delivery address and instructions
• Communications you send to us (email, phone, in-store)
• Newsletter subscription details

2.2 Information Collected Automatically

• IP address and browser type when visiting our website
• Pages visited, time on site and referring URLs
• Cookie data (see Section 8)

3. How We Use Your Data

We use your personal data for the following purposes:

• Processing and fulfilling your orders and arranging delivery or fitting
• Responding to your enquiries and providing customer service
• Sending order confirmations, delivery updates, and relevant communications
• Sending marketing emails where you have given your consent
• Improving our website and services through analytics
• Complying with our legal and regulatory obligations
• Preventing fraud and ensuring the security of our business

4. Legal Basis for Processing

We process your personal data on the following legal bases under UK GDPR:

• Contract: Processing is necessary to fulfil your order or respond to your enquiry
• Legitimate Interests: For fraud prevention, analytics, and improving our services
• Consent: For marketing communications and non-essential cookies
• Legal Obligation: Where we are required to process data to comply with the law

5. Sharing Your Data

We do not sell your personal data. We may share your data with trusted third parties only where necessary:

• Delivery partners — to arrange and fulfil delivery of your order
• Fitting contractors — to arrange and carry out fitting services
• Payment processors — to process payments securely
• IT and website providers — including our e-commerce platform (Shopify)
• Legal and regulatory authorities — where required by law

All third parties are required to handle your data securely and in accordance with UK GDPR.

6. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected, including legal, accounting and reporting requirements.

• Customer order data: Retained for 7 years for accounting and legal purposes
• Marketing data: Retained until you unsubscribe or withdraw consent
• Website analytics: Retained for up to 26 months
• Enquiry data: Retained for 2 years from the date of enquiry

7. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

To exercise any of your rights, please contact us using the details in Section 12. We will respond within 30 days.

8. Cookies

Our website uses cookies to improve your browsing experience and analyse website traffic. Cookies are small text files stored on your device.

Types of Cookies We Use

• Essential cookies: Required for the website to function — cannot be disabled
• Analytics cookies: Help us understand how visitors use our site (e.g. Google Analytics)
• Marketing cookies: Used to deliver relevant advertisements — only with your consent

You can manage your cookie preferences at any time via our Cookie Preferences tool. You can also control cookies through your browser settings.

9. Data Security

We take the security of your personal data seriously. We use appropriate technical and organisational measures to protect your data against unauthorised access, alteration, disclosure or destruction.

Payment transactions are processed securely by our payment provider and we do not store card details on our systems. Our website uses SSL encryption (HTTPS) for all data transmission.

In the event of a data breach that is likely to result in a risk to your rights and freedoms, we will notify the ICO within 72 hours and inform affected individuals as required by law.

10. Third Party Links

Our website may contain links to third-party websites. These sites have their own privacy policies and we are not responsible for their content or how they handle your data. We encourage you to read the privacy policy of any website you visit.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. The most current version will always be available on our website. We will notify you of significant changes where required.

This policy was last updated in January 2026.

12. Contact & Complaints

If you have any questions about this Privacy Policy or how we handle your data, please contact us:

• JEM Carpets Ltd
• 1 High Avon St, Larkhall, Lanarkshire ML9 1AP
• Tel: 01698 888276 or email Hey laura did we say this email address for the website - administration@jemcarpets.co.uk
• Company Registration: 132136

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: www.ico.org.uk