Copy of Privacy policy

Phoenix Water Filters Ltd ("Phoenix Gravity", "we", "us" or "our") is committed to protecting your privacy and handling your personal information responsibly.

This Privacy Policy applies to https://phoenixwaterfilters.co.uk (the "Website") and explains how we collect, use, store, share and protect personal information when you browse our Website, purchase our products, contact us or use our services.

This Privacy Policy is intended to explain our privacy practices and your rights under applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR).

Please read this policy carefully. Where consent is required, including for non-essential cookies and certain marketing activities, we will request it separately. Simply browsing or continuing to use our Website does not constitute consent to optional tracking.

1. Data Collected

Depending on how you use our Website and services, we may collect the following categories of personal information:

Personal and Contact Information

• Name

• Email address

• Telephone number

• Billing and delivery addresses

• Postcode

• Communication preferences

Account and Transaction Information

• Customer account information

• Order history and purchase details

• Products added to your basket

• Payment and transaction details

• Delivery and fulfilment information

• Returns, refunds and replacement requests

Payments may be processed by Shopify and authorised payment service providers. We do not need to receive or retain your full payment card details to fulfil every transaction.

Technical and Website Usage Information

• IP address

• Browser type and version

• Device and operating system information

• Referring website

• Pages visited and interactions with our Website

• Date, time and frequency of visits

• Cookie identifiers and similar technical information, where applicable

Customer Communications

• Information provided through customer support enquiries

• Emails and other messages exchanged with our team

• Feedback and product reviews

• Survey responses and promotional communications preferences

We only collect and process personal information where it is relevant to a legitimate and lawful purpose.

2. Collection of Data

We collect personal information in the following ways.

Information Provided Directly by You

You may provide personal information when you:

1. Contact us through our Website, by telephone or by email.

2. Register or sign in to a customer account.

3. Place an order or make a payment.

4. Subscribe to marketing communications.

5. Request customer support, returns, refunds or replacements.

6. Complete surveys, reviews or feedback forms.

7. Participate in promotional activities.

8. Otherwise communicate with our team.

Information Received from Third Parties

We may receive relevant information from service providers and partners involved in operating our business, such as:

• Shopify and payment service providers.

• Delivery and fulfilment companies.

• Customer service providers.

• Review and feedback services.

• Analytics and marketing providers, where applicable.

• Other third parties where sharing is lawful and appropriate.

Information Collected Automatically

When you use our Website, some technical information may be collected automatically.

This may include your IP address, browser information, device information, referral source, pages visited and interactions with our Website.

Certain information may be collected through cookies and similar technologies, subject to the consent requirements and exceptions explained in Section 8.

3. How We Use Your Data

We may process personal information for the following purposes:

1. To process and fulfil orders.

2. To arrange delivery and provide order updates.

3. To respond to enquiries and provide customer support.

4. To manage returns, refunds and replacements.

5. To maintain customer accounts and shopping basket functionality.

6. To improve our Website, products and services.

7. To prevent fraud and protect Website security.

8. To maintain appropriate business and transaction records.

9. To send marketing communications where permitted.

10. To measure advertising and Website performance where legally permitted.

11. To comply with applicable legal obligations.

We do not rely on consent as the lawful basis for every processing activity. The applicable lawful basis depends on the purpose and circumstances.

4. Lawful Basis for Processing

Under applicable data protection law, we rely on one or more of the following lawful bases.

Performance of a Contract

We process information where necessary to fulfil a contract with you or take steps at your request before entering into a contract.

Examples include processing orders, arranging delivery and handling contractual customer-service requests.

Legal Obligation

We may process and retain information where necessary to comply with applicable legal requirements, such as accounting, tax and regulatory obligations.

Legitimate Interests

We may use information where necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

Examples may include fraud prevention, business administration and certain improvements to customer services.

Consent

Where consent is required, we request it for the relevant purpose.

Examples may include certain direct marketing activities and non-essential cookies or similar technologies.

You may withdraw consent at any time. Withdrawal does not affect the lawfulness of processing undertaken before your consent was withdrawn.

5. Marketing Communications

We may send information about our products, promotions, offers and updates where permitted by applicable law.

For email and SMS marketing, we will obtain consent where required or rely on an applicable exception where its conditions are satisfied.

The limited soft opt-in exception may apply in certain circumstances involving existing customers and similar products or services, provided the legal requirements are met and an appropriate opportunity to opt out is offered.

You can unsubscribe from promotional communications by:

• Using the unsubscribe link in our emails.

• Following the opt-out instructions provided in applicable messages.

• Contacting support@phoenixwaterfilters.co.uk.

We may continue to send necessary transactional communications relating to orders, deliveries, payments or customer support.

Marketing-message preferences are separate from optional cookie and tracking preferences.

6. Who We Share Data With

We may share personal information with organisations that help us operate our business and fulfil our responsibilities.

These may include:

Shopify: Our e-commerce platform provider, supporting Website operation, transactions and related services.

Payment Service Providers: For processing payments, refunds and payment security.

Delivery and Fulfilment Partners: For preparing, dispatching and delivering orders.

Customer Support Providers: For managing enquiries and providing assistance.

Analytics and Marketing Providers: For permitted Website measurement, advertising and communications activities, subject to applicable privacy and consent requirements.

Professional Advisers: Including legal, financial and technical advisers where necessary.

Regulatory and Public Authorities: Where disclosure is required or permitted by law.

We take appropriate steps to protect personal information shared with service providers, including relevant contractual and security safeguards.

Where a third party acts as an independent data controller, its own privacy information may also apply.

We do not treat consent to optional cookies as permission to use personal information for unrelated purposes.

7. Keeping Data Secure

We take reasonable technical and organisational measures to protect personal information from unauthorised access, loss, misuse, alteration and disclosure.

These measures may include:

• Secure account authentication.

• Access controls and appropriate permissions.

• Secure connections and data transmission.

• Restricted access to customer information.

• Use of established payment and e-commerce service providers.

• Procedures for identifying and managing security incidents.

Payments are handled using our configured payment service providers and their applicable security arrangements.

No internet-based system can guarantee complete security. However, we take reasonable steps to protect the information entrusted to us.

If you suspect a security issue or unauthorised use of your personal information, please contact:

support@phoenixwaterfilters.co.uk

8. Cookies and Similar Technologies

Our Website uses cookies and similar technologies to support essential shopping functions and, where permitted, provide optional personalisation, analytics and marketing services.

Cookies are small files stored on your device. Similar technologies may include browser storage and other mechanisms that store or access information on your device.

We distinguish between technologies that qualify for an applicable legal exception and those that require consent.

8.1 Strictly Necessary Cookies

These technologies support essential Website functions, such as:

• Website security and fraud prevention.

• Shopping basket functionality.

• Checkout and payment processes.

• Authentication and session management.

• Remembering permitted privacy or consent preferences.

Where an applicable legal exception applies, these technologies may operate without consent.

8.2 Personalisation Cookies

These technologies may help remember optional preferences and personalise the Website experience.

Where consent is required, they are subject to your choices.

8.3 Analytics Cookies

Analytics technologies help us understand how visitors interact with our Website and how its performance and usability can be improved.

Where consent is required, analytics cookies and similar technologies must not be used unless the relevant permission has been given.

8.4 Marketing Cookies

Marketing technologies may be used to measure advertising effectiveness, understand campaign performance and support relevant advertising activities.

Where required, we obtain consent before using these technologies.

8.5 Cookie Providers and Retention

Our Website is powered by Shopify, which supports functions such as shopping baskets, checkout, customer sessions and security.

Other technologies may be provided by service providers involved in analytics, customer communications, reviews or advertising, depending on the features enabled on our Website.

The identity, purpose and retention period of each technology depend on its provider and configuration.

Details of the cookies and similar technologies actually used on this Website, including relevant providers, purposes and durations, will be maintained as part of our cookie disclosure.

8.6 Managing Your Cookie Preferences

You can manage optional cookies through the cookie consent controls provided on our Website.

These controls allow you to accept or decline optional cookies and, where available, make separate choices for Personalisation, Marketing and Analytics.

You can review and update your choices through the Cookie Preferences functionality provided on the Website.

Strictly necessary technologies may remain active where permitted by applicable law.

8.7 Withdrawing Cookie Consent

You can change or withdraw your consent at any time.

If you withdraw consent for optional tracking, we will stop the relevant consent-based use of cookies and similar technologies and handle associated personal information in accordance with applicable law.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

You may also control or delete cookies through your browser settings. Browser controls provide an additional option and do not replace the consent mechanism made available on our Website.

9. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, subject to applicable legal requirements.

Retention periods may depend on:

• Order fulfilment and customer service requirements.

• Product support and warranty enquiries.

• Financial, accounting and tax obligations.

• Legal claims or dispute resolution.

• Fraud prevention and security requirements.

• Consent and marketing preferences.

Where personal information is no longer required, we will take appropriate steps to delete, anonymise or securely retain it only where justified.

Some information may remain in restricted backup or archival systems for legitimate legal, operational or security reasons.

10. International Data Transfers

Some organisations providing services to us may process personal information outside the United Kingdom.

Where international transfers take place, we will apply appropriate safeguards required by UK data protection law.

These may include applicable adequacy regulations, international data transfer agreements, approved contractual safeguards or other recognised transfer mechanisms.

11. Your Rights

Under the UK GDPR, you may have the following rights, subject to applicable conditions and exceptions.

Right of Access: To request access to personal information we hold about you.

Right to Rectification: To request correction of inaccurate or incomplete information.

Right to Erasure: To request deletion of personal information in circumstances where this right applies.

Right to Restrict Processing: To request restrictions on certain processing activities.

Right to Data Portability: To receive certain personal information in a structured, commonly used and machine-readable format, or request its transfer where applicable.

Right to Object: To object to certain processing, including processing based on legitimate interests and direct marketing.

Right to Withdraw Consent: To withdraw consent where consent is the lawful basis for processing.

Rights Relating to Automated Decision-Making: To exercise applicable rights concerning decisions made solely through automated processing that have legal or similarly significant effects.

To exercise your rights, contact:

support@phoenixwaterfilters.co.uk

We may need to verify your identity before responding to certain requests.

We will respond in accordance with the requirements and time limits of applicable data protection law.

12. Children's Privacy

Our Website is intended for general consumers and is not specifically directed towards children.

We do not knowingly seek to collect children's personal information in circumstances where doing so would be unlawful.

If you believe that a child has provided personal information to us inappropriately, please contact support@phoenixwaterfilters.co.uk.

13. Links to Other Websites

Our Website may contain links to third-party websites, social media platforms or other external services.

We are not responsible for the privacy practices or content of websites that we do not operate or control.

We recommend reviewing the privacy policies of external websites before providing personal information.

14. Complaints

If you have concerns about how we process your personal information, please contact us so that we can investigate your complaint.

You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Information Commissioner's Office

Website: https://ico.org.uk

Telephone: 0303 123 1113

You may contact the ICO directly without first contacting us.

15. Changes to This Privacy Policy

Phoenix Water Filters Ltd may update this Privacy Policy to reflect changes in our services, business operations, privacy practices or applicable legal requirements.

When updates are made, the revised policy will be published on our Website with an updated revision date.

Where required by law, we will provide additional notice or request fresh consent.

Continued use of our Website does not, by itself, constitute consent to optional cookies or other processing that requires valid consent.

16. Contact Information

If you have questions about this Privacy Policy or wish to exercise your data protection rights, please contact:

Phoenix Water Filters Ltd

Unit 1, Batsworth Road
Mitcham, London
CR4 3BX
United Kingdom

Company number: 14397753

Email: support@phoenixwaterfilters.co.uk

Website: https://phoenixwaterfilters.co.uk

For personal information processed under our responsibility, Phoenix Water Filters Ltd acts as the data controller, except where another organisation is an independent controller.

© Phoenix Water Filters Ltd 2026. All rights reserved.