Privacy policy

Who we are

This policy is issued by Kitchen Worktops Direct Ltd. It explains how we collect and use personal information when you request a quote, order samples, place an order, call a studio or use this website.

Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. For privacy questions, write to the Data Protection Officer at info@work-tops.co.uk.

When we collect information

We only collect personal information about you (and about other people if you give us their details) when you do one of the following:

• Request a quote
• Place an order
• Request a sample
• Use helpdesk services — the contact form, email, or a telephone helpline (which may be recorded)
• Post material to our website or social media pages
• Complete customer feedback or surveys as part of an order
• Raise a concern or are involved in a recordable incident, such as health and safety reporting
• Speak to a representative, studio or customer-services colleague
• Take part in a competition or promotion
• Use our website and customer applications in any other way

We may also receive information from someone managing your project, or from social platforms such as Facebook or X, and add it to the account so quotes, deliveries and fitting can be completed properly.

What we collect

Depending on what you ask us to do, this may include:

• Full name, postal address, email address and telephone number
• Payment details
• Location, machine identifiers such as IP addresses, tags and cookies
• Agreed access and delivery times for the site
• Dispute-resolution notes, disability or health information where it is relevant to access or fitting
• Image data and voice recordings
• Behavioural data from cookies and tags — see Cookies below

How we use your information

To take steps before a contract, or to fulfil an order: we send booking and product messages, delivery or template updates, changes to an order, website-service notices, replies to enquiries, reminders about an unfinished basket, and we keep an account record of your quote or order.

With your consent: we may store a card on an account so you can pay a balance more easily, build a marketing profile (including automated processes) so communications are relevant, send promotional offers, and keep a record of the consents you have given.

In our legitimate interests, without prejudicing your rights: market research and customer-experience surveys (these are not marketing), website customisation via cookies, call monitoring to train staff, product and service improvement, and statistical analysis of repeat customers, sales and traffic — sometimes shared with reputable third parties in aggregate.

To protect against fraud: security checks, blocking suspected abuse, and allowing technical partners to host or log the site on our behalf.

To meet legal obligations, including tax and any registration rules that apply in a given jurisdiction.

Marketing

With your permission we may send promotional material about new products, special offers or other news we think you will find useful, using the email addresses and phone numbers you gave us.

If the message is similar to products or services we have already supplied, we may rely on legitimate interests to send it unless you tell us not to. We always ask for a positive indication (a tick or your details in the relevant boxes) before email marketing, and you can opt out at any time.

From time to time we may also contact you for research or to ask about your experience — by email, telephone, text, social media or post — and we may customise the website according to your interests.

How long we keep it

We keep information only for as long as we need it for the purpose it was collected. Examples:

We remove data from our systems at the end of those periods unless a current or future law requires us to keep it longer.

How we look after it

Only authorised people can access personal information. Staff, contractors and suppliers work under contracts with defined roles. Systems that hold data have proportionate security measures.

We take commercially reasonable steps to keep data safe. Because of the nature of the internet, we cannot guarantee absolute security when you use our services.

We may transfer personal information to support partners outside the European Economic Area so the website can run, or where a processor we use is based abroad. Any transfer is subject to adequate protection and remedies if something goes wrong.

Your rights

We may need to verify your identity before we can action a request. Once we have that, we will respond within 30 days.

Sharing your information

We do not disclose, rent, trade or sell your personal information to third parties for their own marketing, unless you have given express consent.

We may share data with delivery or installation partners, and with companies we employ to host the website or perform a function on our behalf. They may only use it for that work and are bound by similar terms.

If Kitchen Worktops Direct Ltd, or part of the business, is sold or integrated with another company, personal information may pass to the new owners and their advisers so the same services — including marketing you have already agreed to — can continue.

We may share aggregate statistics about customers, sales and traffic with reputable third parties. That reporting should not identify you.

Cookies

We use cookies and tags so the site and your basket work, and so we can improve the pages people actually use. We do not pass personal information to analytics partners in a way that identifies you.

A cookie is a small text file stored by your browser. Tags are snippets of code on a page that record how it is used. The first time you visit we tell you about cookies; continuing to browse means you accept that use.

You can reject or delete cookies in your browser’s Help settings — you will need to do this in every browser you use. Blocking cookies may make parts of the site less useful. More detail: allaboutcookies.org.

Consent

Where we need consent, we will ask for a positive indication — a tick or your details on the relevant form. That tells us you know what will be processed, why, how it will be used, how long it is kept, and what your rights are, and that you have read this policy.

Changes to this policy

We may update this policy from time to time. Check this page whenever you use the site so you are looking at the current version.