Privacy policy

Who Is Responsible for Your Personal Information

Latch & Pane is operated by ASHGLASS LIMITED, which is the data controller responsible for the personal information described in this policy.

Legal company name: ASHGLASS LIMITED
Company number: 06494914
Registered office: 55 Meadow Vale, Outwood, Wakefield, England, WF1 3TD
Privacy contact: support@latchandpane.shop

Personal Information We Collect

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

Contact information, including your name, email address, delivery address and billing address;
Order information, including the products ordered, order value and transaction records;
Delivery information, including tracking and delivery status;
Return and customer service information, including messages, return requests and complaint records;
Technical information, including IP address, browser type, device information and website activity;
Cookie information, according to the choices made through our cookie consent controls; and
Marketing preferences, where you choose to subscribe to marketing communications.

Complete payment-card details are processed by payment service providers and are not stored directly by Latch & Pane.

How We Collect Personal Information

We collect personal information:

When you place an order;
When you contact Customer Support;
When you submit the contact form;
When you request a return, refund or exchange;
When you subscribe to marketing communications; and
When you use our website and permit relevant cookies.

We also receive information from service providers involved in processing payments, operating the website and delivering orders.

How We Use Personal Information

We use personal information to:

Process and fulfil orders;
Confirm payments;
Arrange dispatch and delivery;
Provide tracking information;
Process cancellations, returns, exchanges and refunds;
Respond to enquiries and complaints;
Prevent fraudulent or unauthorised transactions;
Maintain the security and operation of the website;
Comply with legal, tax and accounting obligations; and
Send marketing communications where consent has been provided.

Legal Bases for Processing

We process personal information on one or more of the following legal bases:

Contract: Processing is necessary to accept, fulfil or manage an order;
Legal obligation: Processing is necessary to comply with legal, accounting or regulatory duties;
Legitimate interests: Processing is necessary for customer service, fraud prevention, security and the operation of our business, provided those interests do not override your rights; and
Consent: Processing is based on your choice, including marketing communications and non-essential cookies where consent is required.

Sharing Personal Information

We share personal information only where needed with service providers that support our store, including:

E-commerce and website service providers;
Payment service providers;
Delivery carriers;
Customer service and technical service providers;
Professional advisers; and
Government, regulatory or law-enforcement authorities where disclosure is legally required.

Service providers receive only the information needed to perform their services.

We do not sell personal information.

International Data Transfers

Some service providers process information outside the United Kingdom.

Where personal information is transferred internationally, appropriate safeguards required by UK data protection law are used.

Data Retention

Transaction and accounting records are retained for six years after the end of the relevant accounting period, unless a longer period is required by law or needed to resolve an active legal matter.

Other personal information is retained only for as long as it is needed for the purpose for which it was collected, including order fulfilment, customer support, security and legal compliance.

When information is no longer required, it is deleted or anonymised.

Marketing Communications

Marketing emails are sent only where the customer has chosen to receive them or where another lawful basis permits the communication.

You can withdraw your marketing consent at any time by using the unsubscribe link in a marketing email or contacting support@latchandpane.shop.

Withdrawing marketing consent does not affect order, delivery or customer service messages.

Cookies

Our website uses cookies and similar technologies.

Necessary cookies support essential website functions. Non-essential cookies are used according to the choices made through our cookie consent controls.

Further information is available in our Cookie Policy.

Data Security

We use appropriate organisational and technical measures to protect personal information against unauthorised access, loss, alteration or disclosure.

No online system can remove every security risk, but access to personal information is limited to service providers and personnel who need it for authorised business purposes.

Your Data Protection Rights

Subject to applicable UK data protection law, you can request:

Access to your personal information;
Correction of inaccurate or incomplete information;
Deletion of personal information;
Restriction of processing;
Objection to certain processing;
Transfer of information in a portable format; and
Withdrawal of consent where processing is based on consent.

To make a privacy request, please email support@latchandpane.shop.

We can request information needed to verify the identity of the person making the request before disclosing or changing personal information.

Complaints

If you have a concern about how your personal information is handled, please contact us first at support@latchandpane.shop.

You also have the right to make a complaint to the UK Information Commissioner’s Office.

Contact Us

Data controller: ASHGLASS LIMITED
Trading name: Latch & Pane
Email: support@latchandpane.shop
Registered office: 55 Meadow Vale, Outwood, Wakefield, England, WF1 3TD