Terms and conditions, Cookies, and Privacy Policy

Terms and conditions

This page tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you. These Terms will apply to any contract between us for the sale of Products to you (Contract). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site.

  1. Information about us

    1. We operate the website www.bathrooms.com. We are IJM Enterprises Limited, a company registered in England and Wales under company number 5306249 and with our registered office at Lodge Way House, Lodge Way, Harlestone Road, Northampton, NN5 7UG. . Our VAT number is 408 5567 37.

  2. Our Products

    1. The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Our Products may vary slightly from those images.

    2. Although we work hard to ensure that all of the information published on our site is accurate and up to date, the product descriptions and specifications on our site are for the sole purpose of giving an approximate description of the Products and are intended as a guide only. Due to the nature of the Products we sell, the specifications are subject to some minor variance due to the standard tolerances we accept as part of manufacturing processes, and it is not always possible to publish in-depth specifications. We do not accept any responsibility for preparation work undertaken by you or on your behalf that is based on information and specifications provided on our site. We recommend that you wait until you have received the relevant Products before making a start on any work.

    3. We reserve the right to withdraw Products from sale or amend product specifications on our site without prior notice.

  3. How the contract is formed between you and us

    1. Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

    2. After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 3.3.

    3. We will confirm our acceptance to you by sending you an e-mail that confirms that the Products have been dispatched (Dispatch Confirmation). The Contract between us will only be formed when we send you the Dispatch Confirmation.

    4. If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because of an error in the price on our site as referred to in clause 8.7, we will not process your order and contact you (by phone or e mail) to agree an alternative purchase or process a refund as appropriate. The Contract only relates to those Products identified in the Dispatch Confirmation, which may not include all of the Products identified in your initial order.

    5. We reserve the right to refuse to accept an order for any reason. You may only purchase Products from our site if you:

      1. provide a delivery address that is in the United Kingdom. Please note that hotels, accommodation addresses and PO Box numbers addresses are not acceptable;

      2. provide us with all of the following information: your name, phone number, e-mail address, payment details and any other requested information;

      3. possess a valid credit or debit card issued by a bank acceptable to us;

      4. specifically authorise us to transmit information by making an offer to buy a Product. This includes any updated information about your debit or credit card number or credit reports, to validate your credit card, to authenticate your identity, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

      5. are at least 18 years old.

  4. Our right to vary these Terms

    1. We amend these Terms from time to time. Every time you order Products from us, the Terms in force at the time of your order will apply to the Contract between you and us.

  5. Your right of return and refund

    1. If you are not completely satisfied with Product you can cancel your Contract up until 28 days following receipt of your Products, your cancellation effective from the date you communicate the cancellation to us.

    2. To cancel a Contract, you need to let us know that you have decided to cancel, either by e-mailing us at sales@bathrooms.com or contacting our Customer Services team by telephone on 01525 300830 (if you are e-mailing please include details of your order to help us to identify it – cancellation form available for download here). If you have already received your Products you will need to return them to us in a saleable condition before being eligible for a refund. This is subject to our Non-Faulty Products Return Policy and you will be responsible for organising the return at your own cost. If the Product is one which cannot be returned by post, we estimate that if you use a similar carrier to the one which delivered the Product to you, these costs should not significantly exceed twice the cost incurred by ourselves (costs available on request).

    3. If you cancel your Contract we will:

      1. refund you the price you paid for the Products, NET of any discounts or cash back received.

      2. refund the difference between any delivery costs you have paid to us and the lowest delivery charge method available on our site at the time of the order.

      3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

        1. if you have received the Product, 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with trackable evidence that you have sent the Product back to us. For information about how to return a Product to us, see our Returns Policy for non-faulty products

        2. if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.

    4. If you want to cancel under this clause 5 because the Products are faulty or “not as described” and we are unable to agree a reasonable alternative solution with you, we will refund the price of the Products in full. In such circumstances we will either organise collection of the Products or ask you to dispose of them.

    5. Where possible, we will refund you on the credit card or debit card used by you to pay. If such a method is not possible, we will refund you via BACS or other suitable alternative. Where you used vouchers to pay for the Product we may refund you in vouchers.

    6. Any orders placed using one of our finance payment options will be liable to a £30 administration fee if the balance of your order falls below the qualifying limit (as at the time of your original order) after your refund. The charge will automatically be deducted from the refund provided.

    7. Because you are a consumer, we are under a legal duty to supply Products that are in conformity with this Contract. As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this clause 5 or anything else in these Terms. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

  6. Delivery

    1. All delivery dates are provisional and are estimates only as although we endeavour to ensure all our deliveries are timely, there are a number of factors associated with deliveries that are outside of our control. As a result, the estimates provided shall not play a part of any order or form part of the Contract.

    2. In the unlikely event that we deliver late using one of our premium delivery services (next/named day options), you will be eligible for a refund for the difference between your nominated premium service and our standard delivery charge.

    3. Unless you have requested a longer date for delivery, we will in any event deliver your Products within 30 days after the date of the Order Confirmation (the date on which we e-mail you to acknowledge receipt of your order, provided we have also subsequently accepted that order). Occasionally our delivery to you may be affected by an Event Outside our Control. See clause 144 for our responsibilities when this happens.

    4. If no one is available at your address to take delivery, our delivery partners will leave you a note that the Products have been returned to their depot, in which case, please contact them to rearrange delivery. If this happens, we reserve the right to charge a further delivery charge to you.

    5. Delivery of an order shall be completed when we deliver the Products to the address you gave us, and the Products will be your responsibility from that time.

    6. We strongly advise that you do not pre-book contractors, or engage in any type of preparatory work until you have received all of your Products and are happy that they are both correct as ordered and damage free.

    7. If we miss the 30-day delivery deadline for any Products then you may cancel your Order straight away if any of the following apply (but you cannot rely on this clause if we have attempted to deliver to you within the 30 day delivery period or agreed in advance otherwise):

      1. we have refused to deliver the Products;

      2. delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

      3. you told us before we accepted your order that delivery within the delivery deadline was essential.

    8. If you do not wish to cancel your order straight away, or do not have the right to do so under clause 6.7, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

    9. If you require delivery outside of mainland UK or Ireland, please contact us. We are not obliged to deliver to any address outside of mainland UK or Ireland. If you are based outside of the UK, you should make your own arrangement to have the order delivered to a UK address or arrange for delivery to be made outside of the UK. If we do accept orders from, or agree to deliver to, locations outside mainland UK or Ireland, please note that your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

  7. DAMAGED OR MISSING ITEMS

    1. Once you have received your delivery you should check to ensure there are no missing or damaged items. If you have received damaged items or some Products are missing, please note such on your proof of delivery form given to you to sign by the carrier and contact Customer Services immediately on 01525 300830 who will organise the products to be replaced free of charge.

    2. Any damaged or missing items reported after 28 days following receipt of your order will not be eligible for a free of charge replacement. In such circumstances we will, at our discretion, offer you replacement products at a concessionary price.

  8. Price of products and delivery charges

    1. The prices of the Products will be as quoted on our site at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. However please see clause 8.7 for what happens if we discover an error in the price of Product(s) you ordered.

    2. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

    3. The price of a Product includes VAT (where applicable) at the applicable current rate chargeable. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

    4. The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to the Delivery page on our site. If your order qualifies for one of our special free delivery offers, and you wish to return or cancel part of the order, if the remaining value of the order is below any free delivery order value threshold that we may set, then a standard delivery fee will be deducted from your refund.

    5. There is a £30 charge, to cover administration, for any customers requiring a VAT rebate.

    6. Our site contains a large number of Products. It is always possible that, despite our reasonable efforts, some of the Products on our site may be incorrectly priced. If we discover an error in the price of the Products you have ordered we will contact you to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing.

  9. How to pay & use of discount codes

    1. We accept PayPal along with most of the major credit and debit cards including MasterCard and Visa. You must provide us with the exact billing address and telephone number. If we receive incorrect details, your order will be delayed in processing and will only be processed once we have received authorisation of your card. We also accept payment by BACS.

    2. Payment for the Products and all applicable delivery charges is in advance. If your order qualifies for one of our finance options and you choose to apply for finance to pay for your Products, we will not dispatch your Products until our finance provider has accepted your application. Please note that in these circumstances your agreement with our finance provider is separate to and in addition to your Contract with us.

    3. Only one discount code can be used per transaction.

    4. Trade Loyalty Points can only be acquired on Trade orders where a maximum of 10% discount has been applied and will only be available on orders over £349.

    5. Trade Loyalty Points have a 6 month expiration date from the day of purchase and can only be used against products. Delivery charges will still apply.

    6. Trade Loyalty Points can only be used on products sold online via Bathrooms.com.

    7. Points can be removed from an Account or from our Terms of Sale, at our discretion and does not form part of the contract between us.

    8. Trade Loyalty Points cannot be gained or used against Branded items.

  10. GUARANTEE

    1. Each of our Products is subject to a guarantee, the duration of which is set out on the relevant Product pages on our site. For the period of the applicable guarantee, we will replace at our discretion, in part or whole, a product which you have notified us in writing (accompanied by your proof of purchase) as being, and which we have agreed in writing is, defective in function, materials or workmanship. We may require the Product to be inspected by us, in which case we may require you to send it to us, at your cost. To be covered by our guarantee, the Products should be installed in accordance with all product installation instructions provided with the Product and be for domestic use only. If the exact model to be replaced is no longer available on our site, we will endeavour to provide the nearest equivalent product from our current range. This guarantee applies to Products purchased and installed in the UK and Ireland only. This product guarantee applies to the original purchaser or (if not the original purchaser) the first end user of the Product. This guarantee is non-transferable. The guarantee takes effect from the date of purchase. This guarantee does not require us to install or re-fit any replacement Product. The guarantee does not cover damage during fitting, accidental or malicious damage, improper use or negligence, discolouration due to prolonged exposure to sunlight or UV light, or general wear and tear. Care should be taken to regularly maintain hinges seals & fixings, toilet seats, light bulbs, shower hoses, cistern fittings and cartridges, rollers and other fixtures and fittings which are deemed as consumable items (Consumables). Consumables are not covered by the 10 year Guarantee, but do have a full 12 month guarantee (which is provided on the terms set out above, other than in respect of duration).

    2. If you are a consumer, the guarantee is in addition to, and does not affect, your legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.

  11. Our liability if you are a consumer

    This clause 11 only applies if you are a consumer.

    1. We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

    2. We do not in any way exclude or limit our liability for:

      1. death or personal injury caused by our negligence;

      2. fraud or fraudulent misrepresentation;

      3. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

      4. any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and

      5. defective products under the Consumer Protection Act 1987.

  12. If you are a business customer

    This clause 12 only applies if you are a business (which in these Terms is deemed to include a public sector, charity or other incorporated entity).

    1. If you are not a consumer, you confirm that you have authority to bind any business on whose behalf you use our site to purchase Products.

    2. These Terms and any document expressly referred to in them constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.

    3. You acknowledge that in entering into this Contract you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these Terms or any document expressly referred to in them.

    4. You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.

  13. Our liability if you are a business

    This clause 13 only applies if you are a business customer.

    1. Nothing in these Terms limits or excludes our liability for:

      1. death or personal injury caused by our negligence;

      2. fraud or fraudulent misrepresentation;

      3. breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or

      4. defective products under the Consumer Protection Act 1987.

    2. Subject to clause 13.1, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with the Contract for:

      1. any loss of profits, sales, business, or revenue;

      2. loss or corruption of data, information or software;

      3. loss of business opportunity;

      4. loss of anticipated savings;

      5. loss of goodwill; or

      6. any indirect or consequential loss.

    3. Subject to clause 13.1, our total liability to you in respect of all losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the Products ordered by you in respect of which the liability arises.

    4. Except as expressly stated in these Terms, we do not give any representation, warranties or undertakings in relation to the Products. Any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we will not be responsible for ensuring that the Products are suitable for your purposes.

  14. Events outside our control

    1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by any act or event beyond our reasonable control (an Event Outside our Control).

    2. If an Event Outside Our Control takes place that affects the performance of our obligations under a Contract:

      1. we will contact you as soon as reasonably possible to notify you; and

      2. our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside our Control is over.

    3. You may cancel a Contract affected by an Event Outside our Control which has continued for more than 60 days. To cancel please contact us.

  15. Communications between us

    1. When we refer, in these Terms, to "in writing", this will include e-mail.

    2. If you are a consumer:

      1. To cancel a Contract if you have a legal right to do so as set out in clause 5, you just need to let us know that you have decided to cancel. You can do so by e-mailing us at sales@bathrooms.com or contacting our Customer Services team by telephone on 01525 300830. If you are emailing us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail then your cancellation is effective from the date you send us the e-mail.

      2. If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning our customer service team at 01525 300830 or by e-mailing us at sales@bathrooms.com.

      3. If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

    3. If you are a business:

      1. You may contact us by telephoning our customer service team at 01525 300830 or by e-mailing us at sales@bathrooms.com. If you wish to give us formal notice of any matter in accordance with these Terms, please see below.

      2. Any formal notice or other communication given by you to us, or by us to you, under or in connection with the Contract shall be in writing and shall be delivered personally, sent by pre-paid first class post or other next working day delivery service or e-mail. A notice or other communication shall be deemed to have been received: if delivered personally, when left at our head office (Eldon Way, Crick, Northampton, NN6 7SL); if sent by pre-paid first class post or other next working day delivery service, at 9.00am on the second working day after posting or if sent by e-mail, one working day after transmission. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an e-mail, that such e-mail was sent to the specified e-mail address of the addressee.

      3. The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

  16. Other important terms

    1. We may transfer our rights and obligations under a Contract to another organisation, but this will not affect your rights or our obligations under these Terms. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

    2. This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

    3. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

    4. If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

    5. If you are a consumer, please note that these Terms are governed by English law. This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

    6. If you are a business, a Contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

    7. If you are a business, we both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with a Contract or its subject matter or formation (including non-contractual disputes or claims).

  17. VOUCHERS

    1. The vouchers are subject to the complete order being accepted by the customer. If part or all of the order is returned, the promotional offer shall not apply. If the voucher has already been ordered for you or you have received the voucher, the cost of the voucher will be deducted from the refund amount of the returned item.

    2. If for any reason you are not completely satisfied with the products and wish to return an item, you will no longer qualify for the voucher. If the voucher has already been ordered for you or you have received the voucher, the cost of the voucher will be deducted from the refund amount for the returned item.

    3. The voucher will be valid for 12 months from the date you place the order. It is the responsibility of the customer to redeem the voucher with the assigned retailer within the validity period.

    4. Customers qualifying for a promotional voucher will receive it by post within 28 days of the goods being delivered.

    5. We reserve the right to withdraw or cancel the promotional voucher offer at any time. A cash alternative is not available.

  18. Payment and Interest

    1. Payment for goods supplied on a credit account shall be due not later than 30 days from invoice date. If you default from making payment, the entire balance of your account shall be payable immediately and we may charge interest, together with costs and expenses, in accordance with 18.3.

    2. Time for payment shall be of the essence. You shall make all payments in pounds sterling and in full without any deduction.

    3. If you fail to pay us any sum due (and whether or not any part of your account is subject to query),we may appropriate any payment made by you to such of the goods and/or services (or such goods or services supplied under any other contract between you and us) as we may think fit; and you shall be liable to pay us interest on such sum at the annual rate of 4% above the base lending rate from time to time of the Royal Bank of Scotland plc, accruing on a daily basis, or, at our option, interest in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 (as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002) from the due date for payment until payment is made in full, whether before or after any judgment, together with all costs and expenses incurred by us in recovering sums due or exercising our rights under this provision, including our debt recovery fees at a rate of 6% of the total amount outstanding.

    4. Credit accounts may only be opened at our discretion and are subject to satisfactory references. We may set a maximum amount of credit allowable upon each account and withdraw credit facilities without explanation. You agree that we may obtain, retain, and provide to third parties, references as to your financial standing. Any change in the constitution of your organisation must be notified to our Head Office Credit Services Department in writing prior to it occurring in order that credit facilities in the reconstituted organisation may be put in place, subject always to our discretion and our confirmation in writing. Until new credit facilities are agreed, the existing entity and any new entity shall be jointly and severally liable for any debt due to us

Cookies

We use cookies on our website to improve your experience on our website. The cookies will keep track of your shopping basket and identify you. This helps us to retrieve your information faster so you don’t have to re-enter your details every time you visit the site. Please note that external sites including social media sites linked from our website may also use cookies. You will need to check with these external sites what information is being collected.

Privacy policy

This website is operated by BATHROOMS.COM (IJM Enterprises Ltd).

BATHROOMS.COM (IJM Enterprises Ltd) ("we" or "us") is a part of the Travis Perkins plc group ("Group"). We are committed to protecting your privacy and we comply with data protection laws applicable to the United Kingdom.

This privacy policy applies to personal information about:

  • Visitors to our website

  • Customers who purchase goods or services or create an account with us

  • Our suppliers

What is personal information?

Personal information is any information relating to an individual who can be identified directly or indirectly, often by name, account number, location, an online identifier or other factors specific to their identity.

Personal information may include “special category data” relating to racial or ethnic origin, political opinions, religious beliefs, membership of a trade union, physical or mental health and criminal records and allegations.

As a rule, we do not collect “special category data” about visitors to our website or our customers or suppliers. The exception is where we identify suspected criminal activity such as fraudulent claims or the use of stolen payment card details. In this case we will record details of the suspected criminal activity and may take appropriate action, including refusing to accept orders, make payments or give refunds. We may also report the incident to the relevant bank or payment card issuer or to the police or other appropriate authorities.

See below for details of how we may use your personal information.

Website Visitors: The personal information we collect about you and how we use it

You can visit and browse our website without providing your name or contact details.

Like many websites, our server logs capture details of your operating system, browser software, IP (Internet Protocol) address and Uniform Resource Locator (URL), including the date and time of your visit.

We use cookies to analyse how our site is used by visitors and to provide some of the functionality – see our cookies policy - https://www.bathrooms.com/cookies-policy - for more information.

You may choose to provide your contact details (name, address, business, job title, email address, telephone number) if you do any of these things:

  • Sign up to a mailing list

  • Submit a query or request a quote or other information

  • Ask to be contacted by us

  • Contact your local branch (including providing your location)

  • Create an account or log in to a secure area

When you enter a competition or promotional feature we may also ask for details such as your name, address, email address and telephone number so we can administer the competition and notify winners.

Separate terms and conditions may apply when you open an account or if you decide to participate in a competition so please make sure that you read them at the relevant time.

Customers: The personal information we collect about you and how we use it

If you purchase products or services from us, we may use your personal information in the following ways:

  • to respond to your enquiries;

  • to keep you informed about our products and services;

  • to process your order and to follow up on orders that are not completed;

  • to arrange visits to your home (e.g. to carry out a survey or installation);

  • to manage your account, including carrying out identity checks where relevant;

  • to manage your credit account (if applicable) including carrying out credit checks;

  • to use your purchase history to manage rebates and supplier claimbacks;

  • for market research purposes;

  • to publish trends and/or to improve usefulness and content of our website;

  • to track activity on our site and to provide a more personalised online experience;

  • to link with social media sites and services, for example, for advertising purposes;

  • to notify you about important changes or developments to our site or services;

  • to manage deliveries, returns and refunds;

  • for product liability purposes;

  • to deal with enquiries and complaints;

  • for claims management and insurance purposes; and

  • for record keeping purposes.

Suppliers: The personal information we collect about you and how we use it

If you supply products or services to us, we may use your personal information in the following ways:

  • for order processing and management;

  • to manage deliveries, installations, returns and refunds;

  • for product liability purposes;

  • to manage your account, including conducting credit and other background checks where applicable;

  • for market research purposes;

  • to notify you about important changes or developments to our websites or services;

  • for supply chain management;

  • to deal with enquiries and complaints;

  • for claims management and insurance purposes; and

  • for record keeping purposes.

If you are a supplier and you have any questions about how we use your personal information, please contact the Commercial Team or your usual business contact.

More details about how we use different types of personal information are set out here:

Personal Information

Purpose of Use

Contact details: Name, address, business, job title, email address, telephone number, location

  • Responding to enquiries

  • Account management

  • Managing marketing preferences

  • Personalising advertising

  • Market research, surveys and advertising

  • Website security and tracking website use

  • Linking with social media services

Order details: Contact details, products, services, date & time of order/visit/delivery, delivery details, delivery addresses, delivery photographs, survey or installation details including photographs, payment method, payment details, refunds, claims, surveys and feedback

  • Order processing and fulfilment

  • Deliveries, returns, refunds

  • Quality assurance

  • Account management

  • Rebates and claimbacks

  • Customer analysis and research

  • Market research, surveys and advertising

  • Product liability

  • Handling enquiries and complaints

  • Claims and insurance purposes

  • Fraud prevention and detection

Account details: Contact details, passport/driving licence or other identity documents, order details, business type, sector, payment history, account status, purchase history and trends

  • Account management

  • Following up incomplete transactions

  • Handling queries

  • Identity verification

  • Customer analysis and research

  • Market research, surveys and advertising

  • Payment and debt management

  • Rebates and claimbacks

Credit Account details: Contact details, credit reference checks, order details, payment history, account status, credit limit

  • Account management

  • Verification of identity and credit rating

  • Handling queries

  • Payment and debt management

  • Rebates and claimbacks

How your information is accessed within the Travis Perkins Group

Our Group uses centralised finance, supplier and customer management systems. Your information may be accessed by others in the Group for administrative and analytical purposes. However, you will not receive marketing from other Group companies unless you have agreed to that.

Keeping You Informed

If you sign up to receive email updates or have bought or enquired about our products or services, we may use the information we collect to let you know about our other products and services which may be of interest to you and to keep you updated with information about promotional offers and what is coming soon.

If you leave items in your shopping basket on our website without completing a purchase, we may send you an email to follow up and ask if you need any help with your order.

We review the products and services you buy and we also analyse your use of our website and the searches you make on this and other websites. We use this information to tailor the marketing you receive from us so it is as relevant as possible. This may include serving you with adverts on social media and other third party websites.

If you agree, we may pass your information to suppliers and manufacturers who are interested in getting in touch with you about their products and services, including other companies in the Travis Perkins Group.

You can opt out of receiving marketing communications from us at any time. You can also opt out of receiving marketing which is tailored to suit your customer profile. See Your Rights below for more details.

Call Recording

Some telephone calls may be recorded or monitored, for example calls to our customer services teams. Call recording and monitoring may be carried out for the following purposes:

  • training and quality control;

  • as evidence of conversations; and/or

  • for the prevention or detection of crime (e.g. fraudulent claims).

Legal Basis for Processing

Some of the information we collect is provided by you voluntarily (and therefore with your permission), for example when you sign up to join a mailing list or submit a query.

If you purchase items from us, or if you supply products or services to us, most of the information we collect is necessary so that we can fulfil the contract between us.

The remainder of the information is collected for our legitimate business purposes, which include:

  • To keep in touch with current, past and prospective customers

  • To provide online account management and related services

  • To gain an understanding of how our customers interact with us so we can provide the most relevant products and services

  • To monitor the use of our website and improve its facilities

  • To identify suspected criminal activity and take appropriate action

  • To manage our supply chain and the relationship with our suppliers (including the management of rebates and claimbacks)

  • To protect and defend our rights

When we collect personal information from you we will indicate whether it is mandatory or voluntary – this is done on the website by using asterisks to mark mandatory fields.

Retention

We will retain your personal information for as long as needed for the legitimate business purposes described above.

If you are a visitor to the website, we will retain your information for a limited period in order to respond to your query, provide you with the information you require or to send you updates on our products and services for as long as you indicate that you are happy for us to do so.

If you make a one-off purchase, we normally keep records of the transaction for 7 years. If you are an account customer or a supplier, we normally keep records for 7 years after the closure of your account or the last purchase or sale you made. In all cases, this is for accounting, tax and product liability purposes.

Your information may be retained for longer than this if there are valid legal grounds for us to do so, for example if required by law or court order, or as needed to defend or pursue legal claims.

Working with Service Providers

Like most organisations, we engage service providers to run our website and IT systems, to help us administer accounts, to conduct credit checks and fraud screening, and to handle postal and email marketing campaigns. We also work with a large number of suppliers who provide products and delivery services to us.

We will only provide these companies with the information they need to deliver the service we have engaged them for and they are prohibited from using that information for any other purpose. Whenever we share personal information about our customers or visitors to our website with our service providers, we will put in place contracts which require the service provider to protect the information and keep it secure.

Other Disclosures

Your information may be shared within the Travis Perkins Group for account management (including credit accounts), analysis and reporting.

Your personal data may be disclosed to the following third parties for the purposes described above:

  • tax, customs and excise authorities

  • regulators, courts and the police

  • fraud screening agencies

  • central and local government

  • insurance companies

  • other professional advisors

We may also disclose your personal information if we believe that the disclosure is necessary to enforce or apply our terms and conditions or otherwise protect and defend our rights, property or the safety of our customers and other users of the website.

We may disclose and/or transfer your personal information in connection with a reorganisation of all or part of our business, if the majority of our shares are bought by another company or if we transfer all or some of our assets to another company.

Transferring information to other countries

Some of the companies who provide services to us may be located outside the United Kingdom. We use IT service providers who are located in India, for example. As a result, your personal information may be transferred outside the UK. We will ensure that those service providers comply with any legal requirements that apply to the transfer of personal information outside the UK, including, where appropriate, requiring the service provider to sign the approved European Commission Standard Contractual Clauses for the transfer of personal data to third countries.

Security

We are committed to safeguarding the personal information you provide to us. We use appropriate measures to protect the information that you submit through our website and the information we collect and store about our customers.

Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal information, we cannot guarantee the security of information you submit via our website and any transmission is at your own risk. Once we have received your information, we will take appropriate technical and organisational measures to safeguard your personal data against loss, theft and unauthorised use, access or modification.

If you have created an account or registered to use any online services, your account details may be password protected. It is your responsibility to keep your password confidential and to sign out once you have finished browsing.

Changes to this policy

Any changes to this privacy policy will be posted here. Please refer back to this page regularly.

Links to other websites

Links may be provided on our website to other websites that are not operated by us. If you use these links, you will leave our website. You should note that we are not responsible for the contents of any third party website. External sites will have their own privacy policies which you should read carefully.

Your Rights

Marketing

If you have an online account you can access, update and correct your personal information – including your marketing choices – using the account management facilities.

You can opt out of receiving emails or text marketing at any time by using the unsubscribe option in the message. You can opt out of postal and telephone marketing by contacting us at: marketing@cityplumbing.co.uk.

If you prefer not to receive marketing which is tailored to suit your customer profile, please contact us at: marketing@cityplumbing.co.uk and confirm which accounts this affects. You will still receive generic marketing unless you opt out of receiving marketing entirely.

Access and Correction

If you would like to correct or update any of your other personal information, or if you would like a copy of the personal information we hold, please contact the Travis Perkins Group Data Protection Officer at the address below. We may need to ask for proof of your identity before we can respond to your request.

Other Rights

You may also have the following rights in relation to your personal information:

  • in certain circumstances, the right to restrict or object to the processing of your personal information, or request that your personal information is deleted

  • where you have provided personal information voluntarily, or otherwise consented to its use, the right to withdraw your consent

  • in certain circumstances, the right to receive a copy of the personal information which you have provided to us, in a structured, commonly used and machine-readable format or to request that we transfer that information to another party (known as “data portability”)

  • the right to complain to a Data Protection Authority (see further below)

If you have a query about this privacy policy or wish to exercise your rights, please contact the Group’s Data Protection Officer by writing to them at:

Travis Perkins Group Data Protection Officer
Travis Perkins plc
c/o General Counsel Office
Ryehill House
Rye Hill Close
Lodge Farm Industrial Estate
Northampton
NN5 7UA

Or emailing them at:

dataprotection@travisperkins.co.uk (marking emails for the attention of the Data Protection Officer)

If you are not satisfied with our use of your personal information or our response to any request made by you in relation to your personal information, you have a right to make a complaint to the Information Commissioner:

Information Commissioner’s Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

Tel: 0303 123 1113 (local rate) or 01625 545745 (national rate)

Email:casework@ico.org.uk

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