Privacy Policy

Privacy Policy

Last updated: July 2026

This Privacy Policy explains how Fencing Supplies London collects, uses, stores and protects personal information when you use our website, place an order, request a quotation, contact us or otherwise interact with our business.

Fencing Supplies London is responsible for the personal information described in this policy and acts as the data controller for that information.

Your privacy is important to us. We are committed to handling personal information fairly, lawfully, transparently and securely in accordance with applicable UK data protection law.

Personal Information We Collect

The personal information we collect will depend on how you use our website and services.

We may collect the following categories of information:

• Your name
• Billing and delivery addresses
• Email address
• Telephone number
• Company or trading name
• VAT or account information where relevant
• Products ordered or requested
• Order values, quantities and transaction history
• Delivery instructions and access information
• Quotation and enquiry information
• Customer service correspondence
• Return, refund, complaint and warranty information
• Payment and transaction information
• Account login and customer account information
• Saved basket and incomplete checkout information
• Marketing and communication preferences
• Website usage, cookie and device information
• IP address, browser type and approximate location information
• Fraud prevention and security information

Please do not provide personal information about another person unless you have their permission or are otherwise authorised to do so.

How We Collect Personal Information

We may collect personal information directly from you when you:

• Place an order through our website
• Place an order by telephone, email or in person
• Create or use a customer account
• Request a quotation
• Contact us with a question or complaint
• Request a return, refund or replacement
• Enter information during checkout
• Subscribe to communications
• Submit a product review or other feedback
• Interact with our website or online services

We may also receive personal information from payment providers, delivery partners, fraud prevention services, analytics providers, review platforms and other service providers involved in supplying our services.

How and Why We Use Your Information

We only use personal information where we have a lawful reason to do so.

Lawful Bases We Rely On

Depending on the circumstances, we may rely on one or more of the following lawful bases:

• Contract: Where using your information is necessary to take steps at your request, process an order or perform our contract with you.
• Legal obligation: Where we must retain or use information to comply with tax, accounting, consumer protection or other legal requirements.
• Legitimate interests: Where using information is reasonably necessary for operating, protecting or improving our business and those interests are not overridden by your rights.
• Consent: Where you have given clear permission for a specific use, such as certain marketing communications or non-essential cookies.
• Legal claims: Where information is necessary to establish, exercise or defend legal claims.

Where we rely on consent, you may withdraw that consent at any time. Withdrawing consent will not affect processing that took place before the withdrawal.

Orders and Customer Accounts

When you place an order or create an account, we use the information you provide to:

• Confirm and process the order
• Take or verify payment
• Prepare the products
• Arrange delivery or collection
• Send order and delivery updates
• Manage returns, refunds and complaints
• Maintain transaction and accounting records
• Provide customer service

Customers are responsible for keeping their account details accurate and for protecting their login information.

Please contact us if you believe that your customer account has been accessed without permission.

Payment Information

Payments may be processed by secure third-party payment service providers.

Depending on the payment method used, payment card or banking information may be entered directly into the payment provider’s secure system rather than being stored by Fencing Supplies London.

We may receive limited transaction information from the payment provider, including:

• Payment status
• Transaction reference
• Payment amount
• Payment date
• Payment method
• Limited card information, such as the card type or final digits

Payment providers process personal information under their own privacy policies and security arrangements.

Delivery Information

We use delivery information to arrange and complete delivery of your order.

This may include sharing necessary information with:

• Our delivery drivers
• Courier companies
• Suppliers delivering goods directly
• Route-planning and mapping providers
• Customer service staff managing the delivery

Information shared for delivery may include your name, delivery address, telephone number, order information, access restrictions and delivery instructions.

We may retain delivery photographs, signed delivery notes, vehicle tracking information and driver records as evidence of delivery and to investigate delivery issues.

Incomplete Orders and Saved Baskets

If you begin placing an order but do not complete checkout, we may retain information entered during the process for a limited period.

This may include:

• Your name
• Email address
• Telephone number
• Delivery postcode or address
• Products and quantities placed in your basket
• Basket value
• The stage reached during checkout
• Technical information relating to the checkout session

We may use incomplete checkout information to:

• Restore or save your shopping basket
• Help you continue an order
• Investigate technical checkout problems
• Answer questions about products or delivery
• Prevent fraud or misuse
• Contact you about the incomplete order where legally permitted

Any abandoned-basket or checkout reminder that constitutes direct marketing will only be sent in accordance with applicable electronic marketing rules.

Where required, we will rely on consent. Where another lawful route is available, we will consider your reasonable expectations and provide a clear way to stop further messages.

Saved basket and incomplete checkout information will not be used for unrelated purposes and will be deleted or anonymised when it is no longer reasonably required.

Marketing Communications

We may send information about our products, services, promotions or relevant business updates where you have consented or where another lawful basis permits us to do so.

Marketing communications may be personalised using information such as products previously ordered or viewed.

You can stop receiving marketing communications at any time by:

• Using the unsubscribe option included in an email
• Updating your communication preferences where available
• Contacting us using the details at the end of this policy

Stopping marketing communications will not prevent us from sending essential service messages about an existing order, payment, delivery, return or customer service request.

We do not sell personal information to third parties for their own marketing purposes.

Customer Reviews and Feedback

We may invite customers to provide feedback about an order, product or service.

Where a review invitation is sent using a third-party review platform, we may share limited information needed to issue and verify the invitation.

This may include your name, email address, order number, purchase date and products ordered.

Review platforms process information under their own privacy policies.

Reviews submitted publicly may be visible to other users. You should avoid including sensitive or unnecessary personal information in a public review.

Cookies and Similar Technologies

Our website uses cookies and similar technologies to operate, protect and improve the website.

Cookies are small data files stored on your device when you visit a website.

We may use the following types of cookies:

• Strictly necessary cookies: Required for essential website functions, including checkout, security, login and shopping basket operation.
• Preference cookies: Used to remember choices and website settings.
• Analytics cookies: Used to understand how visitors use the website and identify areas for improvement.
• Advertising or marketing cookies: Used to measure campaigns or provide more relevant advertising where enabled.

Where legally required, non-essential cookies will not be placed until you provide consent.

You can accept, reject or manage non-essential cookies through the cookie controls displayed on our website.

You can also control cookies through your browser settings. Blocking strictly necessary cookies may prevent parts of the website, basket or checkout from working correctly.

Website Analytics and Technical Information

We may collect technical information about visits to our website, including:

• IP address
• Browser and device type
• Operating system
• Pages visited
• Time and date of visits
• Referring website
• Website interactions
• Checkout errors
• Approximate geographic area

We use this information to maintain website security, understand website performance, identify technical problems and improve the customer experience.

Where analytics technology requires consent, it will only be activated after the relevant consent has been provided.

Who We Share Personal Information With

We do not sell or trade personal information.

We may share information with trusted service providers where necessary to operate our business and provide our services.

These providers may include:

• Payment processors
• Banks and financial service providers
• Delivery and courier services
• Manufacturers and suppliers
• Website hosting providers
• Ecommerce and order-management providers
• Email and communication providers
• Customer support systems
• Accounting and bookkeeping providers
• Fraud prevention and security providers
• Analytics providers
• Review platforms
• Professional advisers, including accountants, insurers and legal advisers
• Government authorities, regulators or law-enforcement bodies where required

We only share information that is reasonably necessary for the relevant provider to perform its role.

Service providers are expected to protect personal information and use it only for the agreed purpose.

Direct Supplier Deliveries

Some products may be delivered directly by a manufacturer, supplier or distribution partner.

Where this applies, we may share your name, delivery address, telephone number, email address, products ordered and delivery instructions with the relevant supplier.

This information will be used to arrange and complete delivery, provide delivery updates and resolve delivery issues.

International Transfers

Some technology, payment, communication, analytics or hosting providers may process information outside the United Kingdom.

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate legal safeguards are in place.

These safeguards may include:

• A finding that the destination provides an adequate level of protection
• Approved contractual protections
• The UK International Data Transfer Agreement
• The UK Addendum to approved standard contractual clauses
• Another transfer mechanism permitted by data protection law

Data Security

We use appropriate organisational and technical safeguards designed to protect personal information from:

• Unauthorised access
• Accidental loss
• Misuse
• Alteration
• Disclosure
• Destruction

Measures may include restricted access, secure hosting, encryption, access controls, software updates, backups, fraud monitoring and staff procedures.

No online system or method of electronic storage can be guaranteed to be completely secure. However, we take reasonable steps appropriate to the nature of the information we hold.

How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected.

Retention periods may depend on:

• The nature of the information
• The duration of the customer relationship
• Accounting and tax requirements
• Consumer protection obligations
• Product guarantee or warranty periods
• Fraud prevention and security needs
• Complaint and dispute time limits
• Potential or ongoing legal claims

Order, invoice and financial records may be retained for the period required by tax, accounting and legal obligations.

Customer service, delivery, return and complaint records may be retained for a reasonable period after the issue has been resolved.

Saved baskets and incomplete checkout information are retained for a more limited period unless the information becomes part of a completed order or ongoing customer enquiry.

When information is no longer required, it will be securely deleted, anonymised or otherwise removed from active use.

Your Data Protection Rights

Depending on the circumstances, you may have the right to:

• Request confirmation that we hold your personal information
• Request access to personal information held about you
• Ask us to correct inaccurate or incomplete information
• Ask us to delete personal information where applicable
• Ask us to restrict how information is used
• Object to processing based on legitimate interests
• Object to direct marketing at any time
• Request certain information in a portable format
• Withdraw consent where processing relies on consent
• Complain to the Information Commissioner’s Office

These rights are subject to legal conditions and exemptions. We may need to retain certain information even after a deletion request where required for legal, accounting, fraud prevention or dispute-management purposes.

Making a Data Request

To exercise a data protection right, please contact us using the details at the end of this policy.

Please explain which right you wish to exercise and provide enough information for us to identify the relevant records.

We may request reasonable proof of identity before providing information or making changes. This is intended to protect personal information from unauthorised access.

We will normally respond within the period required by applicable data protection law. Where a request is complex or numerous, the law may permit additional time.

Automated Decision-Making

We do not normally make decisions that have legal or similarly significant effects on customers solely through automated processing.

Payment providers and fraud prevention services may use automated systems to assess transactions for security and fraud risks.

Where a payment is refused or delayed, you may contact us for further information, although the final payment decision may be controlled by the relevant payment provider.

Children’s Information

Our website and products are not directed at children, and we do not knowingly collect personal information from children.

Orders should only be placed by individuals who are legally able to enter into the relevant purchase contract.

Please contact us if you believe a child has provided personal information to us without appropriate permission.

Links to Other Websites

Our website may include links to manufacturer websites, payment providers, review platforms or other third-party websites.

Third-party websites operate independently and have their own privacy policies and cookie practices.

We are not responsible for the privacy, content or security practices of external websites.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, services, technology, legal obligations or business practices.

The latest version will be published on this page and the updated date will be shown near the top of the policy.

Where appropriate, we may provide additional notice of significant changes.

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