Privacy Policy

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK data protection regulator (www.ico.org.uk). We do encourage you to first raise any concerns with our data protection team that you may have so we can seek to resolve these with you directly.

CHANGES TO THIS POLICY AND YOUR DUTY TO INFORM US OF CHANGES

We may review this policy from time to time and any changes will be notified to youby posting an updated version on our Sites. We recommend you regularly check thispage for changes and review this policy each time you visit our Sites.

It is important that the personal information we hold about you is accurate and current. Please keep us informed if your personal information changes during your relationship with us

PERSONAL INFORMATION WE COLLECT ABOUT YOU AND HOW WE COLLECT IT

Personal information, commonly known as personal data, refers to any information about an individual that can be identified or may identify them. It does not include data from which the individual's identity has been removed (anonymous data).

When we collect it from you

This includes personal information you provide when you:

• Buy, place an order for, or receive a quotation for our products or services.

• Visit our stores, Sites, or social media pages.

• Participate in a competition, promotion, or survey.

• Create an account on our Sites.

• Request a quotation or information following a sample purchase.

• Subscribe to our services or publications.

• Contact our customer services team.

• Request an e-receipt.

• Leave an online customer review of our products or services.

• Arrange an in-store consultation.

• Sign up to receive press releases or investor alerts.

• Make an enquiry directly to our store (e.g., via phone).

• Use an online service (e.g., our visualiser feature).

• Request to receive marketing communications.

• Provide us with feedback.

• Receive a refund on our products.

• Sign up for a credit account or apply for interest-free credit.

How we receive information about you

We receive information from you in a variety of ways, as follows:

Personal information that you give to us

We collect the following information if you choose to provide it to us:

• Account Information: This includes your username and password, purchases or orders you've made, your interests, preferences, feedback, and survey responses.

• Biographical Information: This encompasses your date of birth, job title, and employer details

• Business Information: For trade account holders, we maintain records of your business name, business email address, phone numbers, business or mailing address, website address, focus of work, nature of business, logo, skills and training, VAT registration number, business type, industry sector, number of employees, and credit limit.

• Communication Information: This includes service messages, details of your inquiries, pinions about our products and services, comments you make, and any personal information included in correspondence with us (such as complaints or legal claims).

• Contact Information: This consists of your name, title, and contact details (email address, phone number, postal address, delivery address, change of address information, and social media handle).

• Credit Information: This includes your credit scores and reports along with supporting information.

• Financial Information: This covers your payment and gift card details as well as the amount spent in-store or online. In relation to certain refunds, it may also include your bank account information.

• Identity Information: This pertains to details found in any passport, driving license, or other official identity documents.

• Monitoring Information: This includes any CCTV footage or telephone recordings that capture your voice or visual image.

• Preferences Information: This consists of details regarding your marketing preferences and the time and date you consented to receive marketing communications from us.

If you do not provide this information, we may be unable to fulfill your orders for our products and services or effectively communicate with you to resolve your queries or requests.

Personal information that we collect about you

When you visit our Sites, we automatically collect the following information:

• Device Information: This includes your device's internet protocol (IP) address, details about the type of device and browser software you use to access our Sites, your time zone setting and location, browser plug-in types and versions, operating system and platform, as well as other technology on the devices you use to access our Sites. We also gather information from cookies used on our Sites.

• Usage Information: This encompasses details about how you use our Sites, such as traffic data, weblogs, and statistical data. This includes information on where and when you clicked on specific parts of our Sites and details about the webpage from which you accessed it.

If you do not provide this information, you may be unable to access some or all features of the Site

Personal information we may receive from other sources

We obtain certain personal information about you from other sources (including those outside of our business) which may include our suppliers and our customers. The sources that may send to us personal information about you are as follows and each company name listed includes a link to their privacy policy:

Aggregated data

We also collect, generate, and utilize aggregated data, such as statistical or demographic information, for various purposes. While this aggregated data may be derived from your personal information, it is not classified as personal information under the law because it does not reveal your identity and cannot be easily linked back to you. For instance, we may combine your usage data related to our Sites to determine the percentage of users accessing a specific online feature.

3. HOW WE USE YOUR PERSONAL DATA

We use your personal information for various purposes and rely on different legal grounds (referred to as ‘lawful bases’) to process it, depending on the intended use and the associated privacy risks.

PURPOSES FOR USING YOUR PERSONAL DATA

Below, we have provided a table outlining all the ways we intend to use your personal information, along with the lawful bases we rely on for each purpose. In cases where we depend on legitimate interests to process your personal information, we have specified the particular legitimate interests involved.

It’s important to note that we may rely on more than one lawful basis depending on the specific purpose for which we are using your personal information.

MARKETING

We aim to give you options regarding how we use your personal information, especially concerning marketing and advertising

If we specifically ask for your consent to send you newsletters, marketing materials, or notifications about special events, offers, promotions, competitions, or new products and services via email, SMS, post, or phone (as you indicate), we rely on your consent for these communications. Otherwise, we process your personal information for direct marketing purposes based on our legitimate business interests.

If you prefer not to receive communications from us, please let us know by using the unsubscribe link at the bottom of our emails, the STOP code in SMS messages, any available preference portal features on our Sites, or by contacting us in-store.

We strive to tailor and personalize our marketing communications to you by informing you about products, services, offers, or promotions that align with your interests, purchases, location, and previous interactions with us.

Existing or potential customers may receive marketing calls; in this case, the processing is based on our legitimate interests in promoting our business. Customers can update their phone marketing preferences in-store or through the relevant online preference portal (If available)

If you choose to opt out of receiving marketing communications from us, we will retain your contact details on our suppression list for a specified period to ensure werespect your preferences.

Please be aware that even after opting out, you may still receive communications for up to 28 days due to ongoing marketing campaigns that are already in progress(e.g., materials that are currently being printed).

Additionally, opting out of marketing messages does not apply to email receipts or account-related communications, such as important information regarding your trade account or loyalty scheme account, including points statements and updates to terms and conditions.

COOKIES

Our Sites uses cookies to distinguish you from other users of our Sites. This helps us to provide you with a good experience when you browse our Sites and also allows us to improve them.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that parts of our Sites may become inaccessible or not function properly.

DISCLOSURES OF YOUR PERSONAL INFORMATION BY US

We only disclose your personal information outside our business in limited circumstances and we do not sell your information to third parties. We work with services providers and certain other parties who may receive your personalinformation from us, as follows:

We may disclose your information to our trusted third party service providers, agents and subcontractors (Suppliers) for the purposes of providing services to us or directlyto you on our behalf, including the operation and maintenance of our Sites, and social media pages. All Suppliers are subject to thorough security checks, and will only hold the minimum amount of personal information needed in order to fulfil the orders you place or provide a service on our behalf. We will put in place a contract with each of our Suppliers that requires them to protect your personal information, unless we are legally required to share that information. Any Suppliers that work for us will be obliged to follow our instructions.

Our Suppliers can be categorised as follows:

Other third parties

We may disclose the personal information to other third parties as follows:

Social media platforms (see further the section below); Any third party who is restructuring, selling or acquiring some or all of our business or assets or otherwise in the event of a merger, re-organisation or similar event; if we are under a duty to disclose or share your information in order to comply with any legal or regulatory obligation or where we receive a valid request, including by the police, courts, tribunals or regulators.

OUR USE OF SOCIAL MEDIA

We use a number of different social media platforms to communicate with you and to promote products and services. We process your personal information using these platforms in a variety of ways, as follows:

Pages/accounts:

We utilize your personal information when you engage with us by posting content or interacting on our official social media accounts, including Facebook, Instagram, Pinterest, LinkedIn, YouTube, TikTok, and others. Additionally, we leverage the Page Insights service on Facebook, Instagram, and LinkedIn to gather statistical data and reports about your interactions with our pages and content. When these interactions are recorded and included in the information accessed through Page Insights, both we and the respective platform act as joint data controllers for the necessary processing to provide this service.

Cookies:

We utilize cookies and similar technologies on our websites to gather and send information to Meta, LinkedIn, and Pinterest regarding your actions. Specifically:

Meta (which operates Facebook and Instagram) and Pinterest use this data to provide us with services and for their own business purposes. Both we and these platforms act as joint data controllers in processing the collection and transmission of your personal information through cookies and similar technologies, as we each have a vested interest in the information provided.

The services we receive from Meta, which rely on the aforementioned information, are delivered through Meta Business Tools, including Meta Pixel, Social Plugins, Website Custom Audiences, and Conversions API (CAPI). Similarly, the servicesfrom Pinterest that utilize this data are provided through Pinterest’s Ad Services, such as Pinterest Tag and Pinterest API. These tools enable us to target advertising to you on Meta’s and Pinterest’s platforms by creating audiences based on your interactions with our sites, while also allowing these platforms to enhance the targeting and effectiveness of our advertising campaigns.

We implement the LinkedIn Insight Tag, a small piece of JavaScript code embedded in our websites, which enables us to conduct comprehensive campaign reporting and gain insights about users visiting our sites through LinkedIn campaigns. This tool allows us to analyse business demographics by integrating LinkedIn data with information about our site visitors. The Insight Tag collects metadata, including IP addresses, timestamps, and page views. For more details on these technologies, please refer to our Cookie Policy.

7. DATA SECURITY AND LINKS TO OTHER WEBSITES

We prioritize the security of your personal information and implement a range of measures based on industry best practices to protect it. However, please be aware that transmissions over the internet and to our sites may not be entirely secure, so we encourage you to exercise caution. When clicking on links to other websites, their privacy policies will govern the handling of your personal information, not ours.

We have established security protocols to safeguard the personal information you provide, preventing unauthorized access, unlawful processing, accidental loss, destruction, or damage. If we provide you with a password or PIN to access certain areas of our sites (or if you choose one), you are responsible for keeping it confidential and secure, and you should not share it with third parties

Our websites and social media pages may include links to other sites operated byorganizations beyond our control. This policy does not extend to those externalwebsites, so we encourage you to review their privacy policies. We are not liable forthe privacy practices or policies of these other sites (even if accessed through linkswe provide), and we offer these links solely for your convenience and information.We explicitly disclaim any responsibility for their content, privacy practices, and terms of use, and we make no endorsements or guarantees regarding their accuracy, content, or completeness. Sharing your personal information with third-party websites is done at your own risk.

Additionally, if you accessed our sites from a third-party website, we cannot be heldaccountable for the privacy policies and practices of that site’s owners and operators. We recommend that you review the policy of that third-party website.

THE PERIODS FOR WHICH WE RETAIN YOUR PERSONAL INFORMATION

We will not hold your personal information in an identifiable format for any longerthan is necessary for the purposes for which we collected it.

Where you have provided CONSENT

We may use and process your personal information for the following purposes, provided you have given us your consent:

• To reach out to you via email, SMS, postal mail, or phone with marketing information about our products and services.

• To provide you with brochures, marketing materials, or other content that you have specifically requested from us. You can withdraw your consent for us to use your information in any of these ways at any time.

Where it is necessary for us to pursue a LEGITIMATE INTEREST

• We may use and process your personal information when it is necessary for us to pursue our legitimate business interests for the following purposes:

• Processing required to promote our business, products, and services, as well as to assess the reach and effectiveness of our campaigns.

• Conducting analysis and gaining insights to inform our marketing strategies and improve your visitor experience.

• Customizing and personalizing our marketing communications based on your characteristics.

• Sharing your information with social media and other online platforms operated by third parties so they can contact you with our targeted advertising, unless you object. You may receive ads based on information we have provided to the platform or because, at our request, the platform has identified you as having similar characteristics to individuals whose details it has received from us. For more information, please refer to the help pages of the platforms where you receive advertising from us.

• To reach out to you via email, SMS, postal mail, or phone with marketing information about our products and services. We will use your personal information to customize and personalize the marketing communications you receive, ensuring they are relevant to you.

• In some instances, we may employ automated methods to analyze, combine, and evaluate the information you have provided. We collect and analyze this ata to deliver the most suitable customer experience by tailoring our services and communications to your needs.

• For trade account holders, we will create a web login for you on our site, allowing access to trade discounts and processing necessary to assist our users with any inquiries.

• To respond to any correspondence you send us, processing is essential for adapting to changing market conditions and addressing the needs of our customers and users

• To analyze, evaluate, and improve our products and services based on your visits and interactions with our site, social media pages, and in-store services. Generally, we will use aggregated data from multiple individuals so that it does not personally identify you.

• To conduct market analysis and research (including reaching out to you for customer surveys) so we can gain a better understanding of you as a customer. This processing is necessary for the efficient and effective administration of our business operations

• To manage our website and social media pages, as well as for internal operations such as troubleshooting, testing, and statistical analysis.

• To prevent fraud and other criminal activities.

• To verify the accuracy of the data we hold about you and to enhance our understanding of you as an account holder or customer.

• For network and information security, allowing us to take measures to protect your information from loss, damage, theft, or unauthorized access.

• To fulfill a request from you regarding the exercise of your rights (for instance, if you have asked us not to contact you for marketing purposes, we will maintain a record of this on our suppression lists to ensure compliance with your request).

• For the purposes of corporate restructuring, reorganization, or the sale of our business or assets.

• To enhance the efficiency, accuracy, or overall improvement of our databases and systems, such as by integrating systems or consolidating the records we hold about you.

• To enforce or protect our contractual or legal rights, or to initiate or defend legal proceedings.

• To notify you of updates to our terms and conditions and policies, including communications related to our trade loyalty scheme.

• For general administration tasks, including managing your inquiries, complaints, or claims, as well as sending service messages to you

Where necessary for us to carry out PRE-CONTRACTUAL STEPS you have requestedor for the performance of our CONTRACT

We will use your personal information when it is necessary for us to fulfil our contract with you or to take any pre-contract steps you have requested, enabling you to enter into that contract. This includes the following purposes:

• To register you as a new customer or supplier

• To process, fulfill, and complete your orders, purchases, and other transactions with us, including delivering your order and issuing e-receipts.

• To order goods and services from you and to process payments to you or a third party at your request.

• To handle your payment card or bank details when processing payments for your orders or issuing refunds.

• To arrange delivery through third parties.

• To conduct competitions and promotions that you participate in from time to time and to distribute prizes.

Where processing is in your VITAL INTERESTS

We use your personal information where this is in your vital interest for the following purposes:

• to notify you of any product safety or product recall issues

Where necessary to comply with our LEGAL OBLIGATIONS

We will use your personal information to fulfil our legal obligations in the following ways:

• To maintain a record of any requests you make regarding your rights related to our processing of your personal information.

• To take necessary actions concerning health and safety incidents as required by law.

• To manage and resolve any complaints we receive regarding the services we provide