Crofts & Assinder Privacy Notice
This is the privacy notice of www.crofts.co.uk In this document, “we”, “our”, or “us” refer to Crofts & Assinder Ltd, trading as Crofts & Assinder.
We are company number 1237954 registered in England.
Our registered office is at: Standard Brass Works, Lombard Street, Birmingham, England, B12 0QX.
Introduction
This is a notice to inform you of our policy about all information that we record about you. It sets out the conditions under which we may process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information.
We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately.
We take seriously the protection of your privacy and confidentiality. As a visitor to our website, your personal data will not be used for any purpose unintended by you, and will not accidentally fall into the hands of a third party.
We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.
Our policy complies with UK law accordingly implemented, including that required by the EU General Data Protection Regulation (GDPR).
The law requires us to tell you about your rights and our obligations to you in regards to the processing and control of your personal data. We do this now, by requesting that you read the information provided at knowyourprivacyrights.org
Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.
The bases on which we process information about you
The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.
If a basis on which we process your personal information is no longer relevant then we shall immediately stop processing your data.
If the basis changes then if required by law we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.
1. Information we process because we have a contractual obligation with you
When you submit and enquiry on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.
In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.
We may use it in order to:
verify your identity for security purposes
sell products to you
provide you with our services
provide you with suggestions and advice on products, services and how to obtain the most from using our website
We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.
Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable.
We may also share some of your personal information with third parties where required in order for us to fulfil our contractual obligation to you. This may include but is not limited to: courier services, IT Consulting, database processing, insurance companies. We will always ensure that we give the minimum amount of information required to any third parties.
We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.
2. Information we process with your consent
Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business, including job opportunities, our products and services, you provide your consent to us to process information that may be personal information.
Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies.
Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.
Except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example to monitor the performance of a particular page on our website.
If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.
We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.
You may withdraw your consent at any time by instructing us at general@crofts.co.uk However, if you do so, you may not be able to use our website or our services further.
3. Information we process for the purposes of legitimate interests
We may process information on the basis there is a legitimate interest, either to you or to us, of doing so.
Where we process your information on this basis, we do so after having given careful consideration to:
whether the same objective could be achieved through other means
whether processing (or not processing) might cause you harm
whether you would expect us to process your data, and whether you would, in the round, consider it reasonable to do so
For example, we may process your data on this basis for the purposes of:
record-keeping for the proper and necessary administration of our company
responding to unsolicited communication from you to which we believe you would expect a response
protecting and asserting the legal rights of any party
insuring against or obtaining professional advice that is required to manage Crofts & Assinder’s risk
protecting your interests where we believe we have a duty to do so
4. Information we process because we have a legal obligation
We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation.
For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.
This may include your personal information.
Specific uses of information you provide to us
5. Information provided on the understanding that it will be shared with a third party
Our website allows you to post information with a view to that information being read, copied, downloaded, or used by other people.
Examples include:
posting a message our forum
tagging an image
clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks
In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.
We may store this information, and we reserve a right to use it in the future in our marketing materials or in any other way we deem fit.
Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.
You reserve the right to request access to any personal information which we hold on you. You may also request that this is removed at any time. Provided that your request is reasonable and there is no legal basis for us to retain your information then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at general@crofts.co.uk.
6. Complaints regarding content on our website
We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.
If you complain about any of the content on our website, we shall investigate your complaint.
If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.
Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.
If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.
7. Information relating to your method of payment
In order to take payment from yourselves, we may take your debit / credit card details.
While this information is within our possession, it is accessible only by authorised staff, so that we can fulfil your order.
This information is used solely for the transaction for which it was intended and is destroyed immediately upon satisfactory completion of the order.
8. Job application and employment
If you send us information in connection with a job application, unless requested otherwise, we may keep it for up to three years in case we decide to contact you at a later date.
If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for a minimum of six years before destroying or deleting it.
9. Sending a message to our support team
When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need.
We record your request and our reply in order to increase the efficiency of Crofts & Assinder.
We keep personally identifiable information associated with your message, such as your name email address, phone number and address so as to be able to track our communications with you to provide a high-quality service.
10. Complaining
When we receive a complaint, we record all the information you have given to us.
We use that information to resolve your complaint.
If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.
We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.
11. Affiliate and business partner information
This is information given to us by you in your capacity as an affiliate of us or as a business partner.
It allows us to recognise visitors that you have referred to us, and to credit to you commission due for such referrals. It also includes information that allows us to transfer commission to you.
The information is not used for any other purpose.
We undertake to preserve the confidentiality of the information and of the terms of our relationship.
We expect any affiliate or partner to agree to reciprocate this policy.
Use of information we collect through automated systems when you visit our website
12. Cookies
Cookies are small text files that are placed on your computer’s hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalised experience and the website owner with statistics about how you use the website so that it can be improved.
Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.
Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.
Our website uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use.
When you first visit our website, we ask you whether you wish us to use cookies. If you choose not to accept them, we shall not use them for your visit except to record that you have not consented to their use for any other purpose.
If you choose not to use cookies or you prevent their use through your browser settings, you will not be able to use all the functionality of our website.
We use cookies in the following ways:
to track how you use our website
to record whether you have seen specific messages we display on our website
to keep you signed in our site
to record your answers to surveys and questionnaires on our site while you complete them
to record the conversation thread during a live chat with our support team
13. Personal identifiers from your browsing activity
Requests by your web browser to our servers for web pages and other content on our website are recorded.
We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.
We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.
If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed in to our website.
14. Our use of re-marketing
Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve to you an advert for our products or services when you visit some other website.
We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.
Disclosure and sharing of your information
15. Information we obtain from third parties
Although we do not disclose your personal information to any third party (except as set out in this notice), we sometimes receive data that is indirectly made up from your personal information from third parties whose services we use.
No such information is personally identifiable to you.
16. Credit reference
To assist in combating fraud, in extreme cases we may share information with credit reference agencies, so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money.
17. Data may be processed outside the European Union
Our websites are hosted in England.
We may also use outsourced services in countries outside the European Union from time to time in other aspects of our business.
Accordingly data obtained within the UK or any other country could be processed outside the European Union.
For example, some of the software our website uses may have been developed in the United States of America or in Australia.
We use the following safeguards with respect to data transferred outside the European Union:
the processor is within the same corporate group as our business or organisation and abides by the same binding corporate rules regarding data processing.
Access to your own information
18. Access to your personal information
At any time you may review or update personally identifiable information that we hold about you, by signing in to your account on our website.
To obtain a copy of any information that is not provided on our website you may send us a request at general@crofts.co.uk.
After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.
19. Removal of your information
If you wish us to remove personally identifiable information from our website, you may contact us at general@crofts.co.uk.
This may limit the service we can provide to you.
20. Verification of your information
When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.
Other matters
21. Encryption of data sent between us
We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.
Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust mark in your browser’s URL bar or toolbar.
22. How you can complain
If you are not happy with our privacy policy or if have any complaint then you should tell us by email. Our address is general@crofts.co.uk.
If a dispute is not settled then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/
23. Retention period for personal data
Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:
to provide you with the services you have requested;
to comply with other law, including for the period demanded by our tax authorities;
to support a claim or defence in court.
24. Compliance with the law
Our privacy policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we should like to hear from you.
However, ultimately it is your choice as to whether you wish to use our website.
25. Review of this privacy policy
We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.
If you have any question regarding our privacy policy, please contact us.
Crofts & Assinder – Returns Policy
If for any reason you are not happy with your purchase, you have the right to return it to us on the provision that we are notified of your request to return the goods within 14 days of your receipt of the goods. You then have a further 14 days in which to return the goods to us for a full refund. We will refund you within 14 days of receiving the goods back. When returning your item please specify the reason for return in with your initial communication to ourselves regarding return.
Please note: Bespoke custom made items are exempt from this policy unless they are faulty or incorrect according to your original order. We can only accept returns from the person who has purchased the item.
If you’ve changed your mind:
Should you wish to return items, please contact us prior to sending, either by sending an email to: websales@crofts.co.uk or by telephone: 0121 622 1074 within 14 days of receiving the goods. Please state your name, invoice reference, how you ordered (online, telephone, email), product code / name of the items and your reason for returning. Please also include all of the above information within the package upon return. We will provide you with a returns reference number, which should be indicated on the outer packaging.
Goods must be returned in their original packaging, unused and in a re-saleable condition. We will be unable to issue a refund if we receive the goods damaged, with parts missing or in damaged packaging (except if this was how the items arrived with you which must be stated in the original complaint). Please ensure that you wrap and pack any items to be returned very carefully and we would highly recommend that you photograph the items before return, both in and out of packaging for your records, in case they are damaged in transit.
We must receive the goods at our premises within 14 days from when you notified us of your wish to return the goods – refunds will not be given for products returned to us after this time.
Return postage costs will be the responsibility of the customer unless a prior agreement is made and Crofts & Assinder will not accept liability for the goods until they have been received at our premises. For this reason, we would recommend that you use a tracked / signed for delivery service for any returns. Please send returns to:
Crofts & Assinder Ltd
Standard Brass Works
Lombard Street
Birmingham
B12 0QX
If your item is faulty or missing or your order is incorrect:
If you believe your product is faulty, please notify our customer services team at websales@crofts.co.uk or 0121 622 1074; and we will work with you through our customer complaints process. We do refer customers to our Care Instructions section to ensure that they do not damage or alter products when cleaning as this may invalidate any potential damage claims. Due to photographic and digital processes as well as digital rendering onscreen, some colours may not be a true representation of the product. Please see actual sample for colour.
Please ensure that you check all goods on receipt of delivery and advise us immediately of any missing or faulty items or if you have received an incorrect order. Please contact us on: websales@crofts.co.uk or by telephone: 0121 622 1074.
Please do not use or fit any of the incorrect goods without prior agreement from Crofts & Assinder as this will deem them as altered and therefore non-returnable. We may agree to you fitting the item(s) in the event that the correct replacement item(s) will take an unreasonable length of time to reach you however, please contact us and agree this with us first.
Please do not send returns to us without prior agreement as this can lengthen the return and refund process and it may be difficult for us to determine who the package is from, any issues with the items and who is at fault.
We may sometimes ask for photographs to be emailed to us if you are returning due to damaged or faulty product and it may be possible for us to replace or repair the faulty goods or refund you up to the amount paid for the goods in question prior to your return of the goods. The way in which we remedy the situation is at the discretion of Crofts & Assinder Ltd.
Crofts & Assinder Ltd has no liability to pay any money to the buyer by way of compensation other than the refund of the goods in question. Your statutory rights are not affected.
If you would like an exchange:
Please contact us for an exchange. Transactions will be treated separately and processed as a new order and a return rather than an exchange. Please purchase the new goods required either online or via telephone or email and make full payment for the order. You should also let us know that you wish to return the unwanted goods and follow the protocol listed above. On receipt of the returned goods, your refund will be processed and issued back via the original payment method.
Bespoke Orders:
Please note that we cannot accept returns of bespoke items and items made or finished in-house at your request. These are non-catalogue items which are custom made and cannot be resold. These include various items in the Special Works range which are not noted as standard finishes. We also reserve the right to refuse cancellation of a bespoke order if it has already gone into production and cannot reasonably be deemed to be re-saleable.