Privacy Policy

DIY Wall Panelling Ltd Customer Privacy Notice

This privacy notice explains how DIY Wall Panelling Ltd collects, uses, stores and shares personal information.

DIY Wall Panelling Ltd is the data controller responsible for your personal information.

Contact details

Post:

DIY Wall Panelling Ltd
Old Farm Barns
Tamworth Road
Coleshill
B46 2PJ
United Kingdom

Telephone: 0330 108 2196

Email: info@diywallpanelling.co.uk

What information we collect, use, and why

We collect and use personal information to provide goods and services, including processing orders, taking payment, manufacturing or supplying products, arranging delivery, handling returns and dealing with customer service matters.

This may include:

Names and contact details
Billing and delivery addresses
Email addresses and telephone numbers
Order details and purchase history
Payment, refund and transaction information
Account information, if you create an account with us
Delivery information, tracking information and proof of delivery
Information provided in customer messages, emails or contact forms
Photographs or other evidence provided by customers, couriers or service providers, for example in relation to damage, delivery or product issues
Website user information, including cookies, analytics, user journeys and advertising data where applicable
Call information and call tracking information, and call recordings where calls are recorded
Information relating to compliments, queries, complaints, returns, refunds, disputes or claims

We collect and use personal information for the operation of customer accounts and guarantees.

This may include:

Names and contact details
Billing and delivery addresses
Email addresses and telephone numbers
Order history and purchase history
Account information and registration details
Information used for account security
Marketing preferences
Records of product issues, support requests, replacements, returns or guarantee-related matters

We collect and use personal information for service updates and marketing purposes.

This may include:

Names and contact details
Email addresses and telephone numbers
Marketing preferences
Records of consent, where appropriate
Purchase history and viewing history
Website user journey information
IP addresses
Cookie, analytics and advertising information
Information about how customers interact with our website, adverts, emails or other communications

Service updates may include order confirmations, delivery updates, delays, returns, refunds, product updates, account messages, complaint updates and other customer service communications.

Marketing may include emails, SMS messages, online advertising, remarketing, personalised adverts, offers, product updates and other promotional communications where permitted by law.

We collect and use personal information to comply with legal requirements.

This may include:

Name
Contact information
Order information
Invoice, payment, refund and transaction information
Tax, VAT and accounting records
Information needed to comply with consumer law, tax law, accounting requirements, fraud prevention obligations, regulatory requests or other legal obligations

We collect and use personal information for dealing with queries, complaints or claims.

This may include:

Names and contact details
Address details
Order and purchase history
Payment and refund information
Delivery and courier information
Proof of delivery
Customer correspondence
Photographs or evidence provided by customers, couriers or service providers
Call information and call recordings where calls are recorded
Customer account records
Complaint, dispute, chargeback or claim records
Information needed to investigate and resolve the issue

Lawful bases and data protection rights

Under UK data protection law, we must have a lawful basis for collecting and using personal information.

The lawful basis we rely on may affect your data protection rights. Your rights may include:

The right of access — you can ask us for copies of your personal information.
The right to rectification — you can ask us to correct inaccurate or incomplete personal information.
The right to erasure — you can ask us to delete your personal information in certain circumstances.
The right to restriction of processing — you can ask us to limit how we use your personal information in certain circumstances.
The right to object — you can object to our use of your personal information in certain circumstances.
The right to data portability — you can ask us to transfer certain information to another organisation or to you.
The right to withdraw consent — where we rely on consent, you can withdraw that consent at any time.

If you make a data protection rights request, we will respond without undue delay and in any event within one month, unless an extension is permitted by law.

To make a data protection rights request, please contact us using the contact details above.

Our lawful bases for collecting or using personal information to provide goods and services are:

Contract — we need to collect and use your information to enter into or carry out a contract with you. For example, we need your name, contact details, order details and delivery address to process and deliver your order.

Legal obligation — we need to collect and use certain information to comply with legal obligations, such as tax, VAT, accounting, consumer law and record-keeping requirements.

Legitimate interests — we have a legitimate interest in using personal information to operate our business, process and manage orders, prevent fraud, maintain accurate business records, communicate with customers about their order, and improve our products and services.

This benefits customers because it allows us to provide an efficient service, deal with delivery issues, answer questions, prevent fraudulent activity, and maintain accurate records if there is a problem with an order. We only use information that is necessary for these purposes, such as contact details, order details, delivery information, payment and refund records, and customer correspondence. We do not use this information in a way that customers would not reasonably expect. The impact on customers is limited because the information is used for normal order administration and business purposes, is kept securely, and is only accessed by people who need it. We consider that our legitimate interest in running our business and providing goods and services is not overridden by the customer’s rights and freedoms.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

Contract — we need to collect and use information to provide and manage customer accounts, order history, support and guarantee-related matters.

Legal obligation — we may need to keep certain records to comply with consumer law, tax, accounting or other legal requirements.

Legitimate interests — we have a legitimate interest in using personal information to operate customer accounts, maintain order history, provide customer support, manage guarantee or warranty-related issues, prevent misuse or fraud, and keep accurate records.

This benefits customers because it allows them to access their order history, receive support more easily, and provide proof of purchase if they need help with a product, replacement, refund, guarantee or complaint. We only use information that is necessary for these purposes, such as account details, contact details, order history, delivery details, correspondence, and records of any guarantee or support issue. We do not use this information in a way that customers would not reasonably expect. The impact on customers is limited because the information is used to manage their account and support requests, is kept securely, and access is restricted. We consider that our legitimate interest in managing customer accounts, support and guarantee records is not overridden by the customer’s rights and freedoms.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

Contract — we need to contact customers about orders, deliveries, returns, refunds, complaints and other service-related matters connected with a purchase or account.

Consent — where required, we rely on consent for marketing communications, non-essential cookies, advertising cookies, tracking technologies and similar activities. Where we rely on consent, you can withdraw your consent at any time.

Legitimate interests — we have a legitimate interest in sending customers important service updates about their order, delivery, product, account, refund, return, complaint or other customer service matter.

This benefits customers because it ensures they receive relevant information about orders or services they have requested, including delivery updates, delays, product or service changes, and support messages. We only use information that is necessary for these updates, such as contact details, order details, delivery information and customer service records. Customers would reasonably expect us to contact them about orders or services they have requested. The impact on customers is limited because these messages are service-related, not unnecessary marketing, and customers’ information is kept securely. We consider that our legitimate interest in keeping customers informed about their order or service is not overridden by their rights and freedoms.

We may also rely on legitimate interests to send limited marketing communications to existing customers about similar products, offers or services, where permitted by law and where customers have not opted out.

This benefits our business by allowing us to promote relevant products and services, and may benefit customers by informing them about products or offers that may be relevant to their previous purchases or interests. We only use limited contact and order information for this purpose and provide a clear option to unsubscribe or opt out of marketing communications. We do not rely on legitimate interests where consent is required by law, such as for certain electronic marketing or non-essential cookies.

Our lawful bases for collecting or using personal information for legal requirements are:

Legal obligation — we need to collect and use certain information to comply with the law, including tax, VAT, accounting, consumer protection, fraud prevention and other legal or regulatory obligations.

Legitimate interests — we have a legitimate interest in keeping records and using personal information where necessary to protect our business, respond to legal issues, prevent fraud, assist with audits or investigations, and establish, exercise or defend legal claims.

This benefits our business and customers by helping us keep accurate records, comply with lawful requests, resolve disputes and protect against misuse. We only use information that is necessary for these purposes and consider that our legitimate interests are not overridden by customers’ rights and freedoms.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

Contract — we may need to use information to respond to order queries, delivery issues, refund requests, return requests, product issues and other matters connected with a purchase.

Legal obligation — we may need to use and keep information to comply with consumer law, accounting requirements, tax requirements, legal claims, regulatory requests or other legal obligations.

Legitimate interests — we have a legitimate interest in using customers’ personal information to respond to queries, investigate complaints, resolve delivery or product issues, handle refund and return requests, manage chargebacks or disputes, and protect our business against legal claims or fraud.

This benefits customers because it allows us to properly identify their order, understand the issue, provide support, resolve complaints, arrange replacements or refunds where appropriate, and keep a clear record of what has happened. We only use information that is necessary for the issue being handled, such as contact details, order details, delivery information, payment and refund records, correspondence, photographs or evidence provided by the customer or courier, and notes of how the matter was resolved. We do not use this information in a way that customers would not reasonably expect. The impact on customers is limited because the information is used only for handling the query, complaint, dispute or claim, and is kept securely with access limited to those who need it. We consider that our legitimate interest in resolving issues, maintaining accurate records and protecting our legal position is not overridden by the customer’s rights and freedoms.

Where we get personal information from

We may collect personal information from:

You directly, for example when you place an order, create an account, contact us, submit a form, email us, call us, provide delivery details or send us photographs or evidence relating to an order.

Our website and systems, for example through cookies, analytics tools, advertising tools, customer account systems, order records, call tracking systems and website usage information.

Suppliers and service providers, such as Shopify, payment providers, couriers, fraud prevention services, call tracking providers, email or marketing platforms, reviews platforms, customer service platforms, analytics and advertising platforms, and other providers used to operate our website and fulfil customer orders.

Third parties, where this is necessary to operate our business, process orders, provide customer service, prevent fraud, handle payments, arrange delivery, manage returns, respond to complaints or deal with disputes.

The personal information received from third parties may include names, contact details, billing and delivery addresses, order details, payment and refund information, delivery tracking information, proof of delivery, customer communications, call information, fraud checks, complaint information and dispute information.

How long we keep information

We only keep personal information for as long as we need it for the purposes we collected it for, including to provide our products and services, meet legal, accounting and tax requirements, resolve disputes, prevent fraud, and protect our legal rights.

As a general guide, we keep:

Order, invoice, VAT, payment, refund and accounting records for up to 6 years after the end of the relevant financial year, or longer if required by law.

Customer account and order history for as long as the account remains active, and then for as long as needed to meet legal, accounting, tax, customer service, fraud prevention or dispute handling requirements.

Customer service records, emails, complaints, delivery issues, returns, replacement requests, chargeback evidence and dispute records for up to 6 years after the matter is resolved, where needed to deal with future queries, complaints, legal claims or business records.

Marketing records for as long as the person remains subscribed or until they opt out. We may keep a suppression record after someone unsubscribes so that we know not to contact them again.

Call tracking records and call information for as long as needed for customer service, analytics, quality monitoring, dispute handling and business records, according to our provider settings.

Website analytics, advertising and cookie data are kept according to the retention settings of the relevant platform or until consent is withdrawn where applicable.

When we no longer need personal information, we will delete it, anonymise it, or securely restrict access where deletion is not immediately possible due to legal, accounting, technical or platform limitations.

Who we share information with

We may share personal information with data processors and service providers that help us operate our business and provide our products and services.

These may include:

Ecommerce platform providers
Payment processors and payment service providers
Delivery and courier service providers
Marketing and email platform providers
Call tracking providers
Analytics and advertising technology providers
IT, hosting and website service providers
Customer service and review platform providers
Fraud prevention, chargeback and dispute management providers

These processors help us operate our website and business, process orders, take payments, prevent fraud, arrange deliveries, send order and service communications, provide customer support, manage reviews, track calls, analyse website use, run advertising and marketing activity, and maintain our IT systems.

They may process personal information such as customer names, email addresses, telephone numbers, billing and delivery addresses, order details, payment and refund information, delivery tracking information, customer communications, call information, website usage information and marketing preferences.

We may also share personal information with other organisations where needed to operate our business, fulfil orders, prevent fraud, handle disputes, comply with the law, or protect our legal rights.

This may include:

Payment providers
Delivery companies and couriers
Fraud prevention services
Professional advisers such as accountants or solicitors
Financial or fraud investigation authorities
Regulators and public authorities such as HMRC or the ICO, where required
Suppliers and service providers
Debt collection agencies, where relevant to unpaid invoices, trade accounts, disputes or legal claims
Other relevant business service providers

Sharing information outside the UK

Where necessary, we may transfer personal information outside the UK. When doing so, we will comply with UK data protection law and make sure appropriate safeguards are in place.

Personal information may be processed outside the UK by ecommerce, payment, analytics, advertising, marketing, IT, hosting and technology service providers. This may include transfers to the United States and other countries where our service providers operate.

Where applicable, these transfers may rely on safeguards such as the UK Addendum to the EU Standard Contractual Clauses, the International Data Transfer Agreement, adequacy regulations, the UK-US Data Bridge, or other lawful transfer mechanisms under UK data protection law.

Our data processors may also process or share personal information outside the UK where necessary to provide their services to us. Where they do so, they are required to use appropriate safeguards under UK data protection law.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us using the details below:

Email: info@diywallpanelling.co.uk
Post: DIY Wall Panelling Ltd, Old Farm Barns, Tamworth Road, Coleshill, B46 2PJ, United Kingdom

We will consider your complaint and respond to you as soon as reasonably possible.

If you are unhappy with how we have used your personal information, you can also complain to the Information Commissioner’s Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113

Changes to this privacy notice

We may update this privacy notice from time to time. When we make changes, we will update the privacy notice on our website.

Last updated: June 2026