Customer Privacy Policy
At Westfield Kitchens & Bathrooms, we aim to take an honest, secure, and careful approach to your data. We understand the importance of your personal details, and we know and care that your data is used in a secure, sensitive and fair manner.
This policy, alongside our Terms & Conditions, is designed to give you a clear, transparent view of why Westfield Kitchens & Bathrooms collect and process your personal details, how we use them, and what rights you have in relation to our use of your data.
This notice applies to all customers of Westfield Kitchens & Bathrooms. It does not form part of our Terms and Conditions. We may vary, amend, alter, or replace this notice at any time. This policy applies to the processing of your data when you purchase, or enquire about purchasing, a product from us. For the policy applying to our website and use of cookies, please see our Website and Cookie Policy.
A. Who We Are
Westfield Kitchens & Bathrooms is the data controller of the personal data we process about you. This means that we decide how we hold and use your personal data. We are required by the United Kingdom General Data Protection Regulation (“GDPR”) to notify you of the information contained in this privacy policy.
Our registered address is:
Westfield Kitchens & Bathrooms
2 Westfield Road
Wellingborough
NN8 3JT
United Kingdom
B. Types of Data Collected
The types of personal data we receive and collect depend on how you use our services. We require certain personal data in accordance with our Terms to deliver our services, and without this, we will not be able to provide our services to you. For example, you must provide your postal address to place an order and receive goods.
Your Identity and Contact Details
We may collect:
your first name and surname
your billing address
your shipping address
your email address
your contact number
an additional phone number, if provided
a business name, if provided
Why we collect this:
to identify you as a customer
to process and fulfil your order
to deliver goods to the correct address
to contact you about your order, delivery, return, replacement, or refund
to respond to customer service enquiries
to contact you regarding out-of-stock items or failed payments
to send direct marketing where you have agreed to receive it
Your Financial Data
We may collect:
cardholder name
card number
expiry date
card security number
bank details where a refund must be issued
You must provide payment information to make a purchase unless you use a third-party payment or finance provider.
No card number or security number is saved, and they are not visible to any member of staff.
Why we collect this:
to take payment for goods
to verify and process transactions
to issue refunds
to deal with failed or cancelled payments
to comply with legal and tax obligations
to help prevent fraud and unlawful activity
Your Purchase History
We may collect:
a unique order number
details of the contents of your order
shipment and tracking information
records of previous purchases, returns, exchanges, or replacements
Why we collect this:
to process and fulfil your order
to send the correct goods
to arrange delivery or replacement
to track the progress of an order
to process returns, cancellations, and refunds
to maintain records for legal, tax, and customer service purposes
to understand customer purchasing patterns and improve our service
Your Correspondence History
If you contact our Customer Service team, we may process:
call recordings
live chat transcripts
email conversations
physical letters
photographs you send to us regarding goods or product issues
These photographs are not used for identification purposes.
Why we collect this:
to resolve your enquiry or complaint
to investigate damage, faults, or supply issues
to monitor and improve customer service standards
to support staff training and quality control
to keep a record of what has previously been discussed or agreed
Your Feedback
Where you leave feedback, either through our Customer Service team or on a review platform, we may process:
details of your expressed opinion
your name, if provided
an order number or other reference linked to the feedback
Why we collect this:
to improve our customer experience and service standards
to assess how our team is performing
to investigate complaints or public reviews
to respond to customer concerns
to monitor overall business performance
Website, Marketing and Cookie Data
In some cases, we may also collect data about you from:
your use of our website
your interaction with our marketing emails
our use of cookies on our website
Why we collect this:
to understand how customers use our website
to improve website performance and user experience
to send marketing where you have consented
to measure campaign performance
to personalise promotions and offers
to contact you about saved or abandoned baskets where permitted
We do not provide services directly to children or proactively collect their personal information.
C. Who We Share Your Data With
Westfield Kitchens & Bathrooms sometimes shares your personal data with trusted third parties. This allows us, for example, to deliver your order, send email notifications, process card payments, provide customer support, or comply with the law.
When we do share your data with trusted third parties, we only provide the information they need to perform their services, and they may only use your data for the purposes we have agreed with them.
These trusted third parties may include:
Card Payment Processors
Why we share your data:
to securely process payment for our products
to verify transactions
to manage refunds and failed payments
to support fraud prevention measures
Delivery and Logistics Companies
Why we share your data:
to deliver purchases or replacement products to you
to provide tracking information
to help resolve delivery issues or missing goods
Manufacturers
Why we share your data:
where replacement goods are shipped directly from the manufacturer
to help fulfil warranty or replacement arrangements
Email Service Providers
Why we share your data:
to send order confirmation emails
to send dispatch and delivery updates
to send promotional offers, competitions, and other direct marketing where you have chosen to receive them
Customer Service Software Providers
Why we share your data:
to administer our customer service platform
to operate live chat and support systems
to manage customer communication records
Finance Providers
Why we share your data:
where you choose to use finance to pay for a product
to assess and process finance applications
to administer finance-related payments
Law Enforcement, Fraud Prevention, and Regulatory Agencies
Why we share your data:
to help prevent and detect fraud
to comply with legal obligations
to respond to lawful requests or investigations
to protect our business, staff, and customers from unlawful acts
D. Transfers of Data Outside of the UK
We may transfer some of your personal data to countries that are not part of the United Kingdom. These are known as “third countries” and may not have data protection laws that are as strong as those in the UK. As such, we take additional steps to safeguard your personal data to ensure it is treated just as safely and securely as it would be within the UK.
These transfers may occur when we share your data with international organisations or service providers who operate globally.
Why this may happen:
to process payments through international providers
to use cloud-based systems or service providers
to support communications, logistics, and customer service functions
Where this happens, we rely on appropriate safeguards such as:
standard contractual clauses
adequacy decisions recognised under UK data protection law
any other lawful transfer mechanism available to us under applicable legislation
E. Our Lawful Basis for Processing
The law on data protection allows us to process your data for certain reasons only. We will only use your personal information when the law allows us to.
Most commonly, we will use your personal information under the following legal bases:
where it is necessary for the contract we have, or will enter into, with you
where it is necessary to comply with the law
where it is necessary for our legitimate interests, or a third party’s, and your interests and fundamental rights do not override those interests
where you have consented to the processing for a specific purpose
We may also use your personal data in the following rare situations:
to protect your vital interests or those of another person
where it is in the public interest or for official purposes
1. Processing necessary for the contract we have, or will enter into, with you
The data we process under this basis is necessary to perform our contract with you and deliver the goods you purchase from us under our Terms and Conditions.
Purpose: Identifying you
Why do we do this:
to verify who the customer is
to link orders, communications, and payments to the correct individual
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Sending a purchased product to you
Why do we do this:
to fulfil your order
to ensure goods are delivered to the right person and address
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Sending you emails about your order, including confirmation and dispatch
Why do we do this:
to keep you informed about the progress of your purchase
to provide key transactional updates relating to your contract
Data used:
your identity and contact details
your purchase history
Purpose: Facilitating the return of a product from you and/or sending a replacement product to you
Why do we do this:
to fulfil our responsibilities in relation to faulty, damaged, or returned goods
to complete exchanges and replacements correctly
Data used:
your identity and contact details
your purchase history
Purpose: Contacting you when an item is out of stock
Why do we do this:
to notify you where we cannot fulfil your order as expected
to discuss alternatives, delays, or changes to your order
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Receiving payment for goods
Why do we do this:
to complete the sale
to ensure the correct amount is charged for the goods you have ordered
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Issuing refunds
Why do we do this:
to return money owed to you following cancellation, return, or product issue
to process the refund accurately and securely
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Contacting you about failed payments
Why do we do this:
to inform you that the payment has not been successful
to enable the order to be completed or resolved
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Cancelling orders
Why do we do this:
to action your request to cancel
to stop fulfilment where appropriate
to process any refund or follow-up linked to cancellation
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Completing international shipping orders for trade customers outside of the United Kingdom
Why do we do this:
to fulfil overseas trade orders where applicable
to arrange shipment and meet delivery requirements
Data used:
your identity and contact details
your purchase history
2. Processing necessary to comply with the law
The data we process under this basis is necessary to comply with our legal obligations, for example, under consumer protection law, tax law, and VAT legislation.
Purpose: Sending a purchased product to you
Why do we do this:
to comply with our legal obligations in supplying goods purchased by a customer
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Facilitating the return of a product and/or sending a replacement product to you
Why do we do this:
to comply with legal obligations where goods are faulty, damaged, not as described, or otherwise subject to return rights
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
Purpose: Issuing refunds
Why do we do this:
to comply with legal requirements relating to cancellation rights, faulty goods, and customer remedies
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Receiving payment for goods
Why do we do this:
to comply with legal requirements associated with the supply of goods and payment processing
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Charging payment for goods
Why do we do this:
to keep accurate financial and VAT records
to account correctly for taxable sales
Applicable law(s):
VAT Act 1994
Data used:
your purchase history
your financial data
Purpose: Confirming your eligibility for zero VAT-rated goods
Why do we do this:
to establish whether a purchase qualifies for VAT relief under applicable law
Applicable law(s):
VAT Act 1994
Data used:
your identity and contact details
your purchase history
your health data, where relevant
Purpose: Contacting you about failed payments
Why do we do this:
to resolve issues affecting a lawful sale and payment process
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Cancelling orders
Why do we do this:
to comply with legal obligations relating to cancellation rights and order administration
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Completing international shipping orders for trade customers outside of the United Kingdom
Why do we do this:
to comply with relevant shipping, tax, and trade obligations where goods are supplied internationally
Applicable law(s):
Sale of Goods Act 1979
Consumer Rights Act 2015
relevant tax legislation of the country goods are delivered to
Data used:
your identity and contact details
your purchase history
3. Processing necessary for our legitimate interests, or a third party’s, where your interests and fundamental rights do not override
The data we process under this basis is used where we have a genuine business reason to do so and where your rights do not override that interest.
Purpose: Assisting in the solution of an enquiry or complaint from you
Why do we do this:
to provide effective customer service
to investigate and resolve complaints or product issues
Legitimate interest:
delivering customer service and resolving enquiries and complaints
Data used:
your identity and contact details
your purchase history
your correspondence history
your feedback
Purpose: Improving the customer experience and wider service of Westfield Kitchens & Bathrooms
Why do we do this:
to understand how our service is performing
to identify improvements in customer experience
to support internal and external reporting
Legitimate interest:
improving the service offered to our customers
Data used:
your identity and contact details
your purchase history
your feedback
Purpose: Measuring and improving the performance of our staff
Why do we do this:
to review how customer interactions are handled
to support staff training, management, and service quality
Legitimate interest:
improving the service offered to our customers and understanding staff performance
Data used:
your identity and contact details
your purchase history
your feedback
your correspondence history
Purpose: Identifying potential solutions for complaints made on public review platforms
Why do we do this:
to investigate and address concerns raised publicly
to respond appropriately and resolve issues where possible
Legitimate interest:
delivering customer service and resolving complaints
Data used:
your identity and contact details
your purchase history
your financial data
your correspondence history
Purpose: Issuing goodwill refunds
Why do we do this:
to resolve disputes or maintain goodwill where a discretionary refund is appropriate
Legitimate interest:
delivering customer service and resolving complaints
Data used:
your identity and contact details
your purchase history
your financial data
your correspondence history
your feedback
Purpose: Tracking shipment of products/order progress
Why do we do this:
to help you understand where your goods are
to resolve delivery concerns
to provide better post-order support
Legitimate interest:
delivering customer service and resolving enquiries and complaints
Data used:
your identity and contact details
your purchase history
your correspondence history
your feedback
Purpose: Contacting you when you have saved or abandoned a basket and have not returned to complete the purchase
Why do we do this:
to remind you of products you showed an interest in
to encourage completion of a purchase where lawful
Legitimate interest:
promoting our products to potential and existing customers
Data used:
your identity and contact details
your purchase history
Purpose: Contacting trade customers when their account has lapsed
Why do we do this:
to maintain relationships with trade customers
to promote relevant products and account activity
Legitimate interest:
promoting our products to potential and existing customers
Data used:
your identity and contact details
your purchase history
Purpose: When you cancel an order, we will contact you to provide an alternative solution
Why do we do this:
to understand whether another product, option, or arrangement may suit your needs
to retain customer relationships where appropriate
Legitimate interest:
promoting our products to potential and existing customers
Data used:
your identity and contact details
your purchase history
your financial data
Purpose: Monitoring and reporting company performance, including operational productivity and financial performance
Why do we do this:
to understand how the business is performing
to improve operational efficiency and customer outcomes
Legitimate interest:
improving the service offered to our customers and supporting internal reporting
Data used:
your purchase history
your feedback
4. Processing where you have consented to the processing for a specific purpose
We process personal data on this basis where you have given us your consent.
Purpose: Delivering email promotions, competitions, offers, and other opportunities to you
Why do we do this:
to send you marketing communications you have chosen to receive
to keep you informed about offers, promotions, and opportunities relevant to our products
Data used:
your identity and contact details
F. Special Categories of Data
Where a bathroom, washroom, or lavatory is provided, extended, or adapted to suit the condition of a disabled person, it can, in some cases,s be zero-rated for VAT.
Depending on your relationship with us, we may process special category data, meaning sensitive, personal data, when confirming your eligibility for this VAT relief as part of a Disability Declaration or similar process.
This may include health data.
Why we process this:
to establish eligibility for zero-rated VAT relief
to carry out our legal obligations
to maintain records under the VAT Act 1994
G. Failure to Provide Data
Your failure to provide us with data may mean that we are unable to fulfil an order of goods or be unable to comply with the law. As such, we may not be able to sell you a product should you fail to provide certain data to us.
Why this matters:
Some data is needed to form and perform the contract
Some data is needed to comply with legal and tax obligations
Without the required data, we may not be able to process payments, dispatch goods, issue refunds, or verify entitlement to certain services or VAT treatments
H. Informing Us of Changes
It is important that the personal information we hold about you is accurate and correct. Please keep us informed if your personal information changes during your relationship with us.
Why this matters:
to make sure your orders, deliveries, and communications are correct
to reduce the risk of failed deliveries, missed updates, or incorrect records
to help us comply with our legal obligations to hold accurate data
This can be done by contacting our customer service team through the methods provided by the business.
I. Your Rights
Under data protection law, you have the following rights, which we will work to uphold:
the right to be informed about the data we hold about you and what we do with it
the right of access to the data we hold about you, including receiving a copy of the data
the right to correct inaccuracies in the data we hold about you, also known as rectification
the right to be forgotten in certain circumstances, allowing you to ask us to delete or remove data where there is no good reason for us to continue processing it, also known as erasure
the right to restrict the processing of your data if you want us to establish its accuracy or the reason for processing it
The right to transfer the data we hold about you to another party where we use it with your consent or for the performance of a contract, also known as portability
the right to object to the processing of your data where we rely on a legitimate interest and there is something in your particular situation which makes you want to object
the right to object to processing for direct marketing purposes
rights relating to automated decision-making and profiling
Why these rights exist:
to give you transparency over how your data is used
to give you control over your personal information
to ensure your data is processed fairly, lawfully, and accurately
J. Withdrawing Consent
You should be aware that it is not a condition of your contract with us that you agree to any request for consent from us. In addition to the rights listed above, you also have the right to withdraw consent at any time should you change your mind.
Should you do this, we will stop processing data under that consent basis and, where there is no other lawful basis for continuing to process the data, we will delete any data reliant on that consent.
Why this matters:
Marketing and similar optional processing should remain within your control
Consent must be freely given and can be withdrawn at any time
You can withdraw consent by clicking the unsubscribe link at the bottom of any of our emails or by contacting us directly.
K. Retention Periods
We only keep your data for as long as we need it, which, when you purchase goods from us, will be at least for the duration of your order with us. In most cases, we will keep your data for a period after your order has been completed. Some retention periods are set by law, for example, the need to retain tax details for 7 years.
To determine the appropriate retention period for personal data, we consider:
the amount, nature, and sensitivity of the personal data
the potential risk of harm from unauthorised use or disclosure
the purposes for which we process the data
the applicable legal requirements
When your data reaches the end of its defined retention period or criteria, we will delete electronic data from our IT systems and securely destroy physical copies.
Why we retain data:
to complete and support your order
to deal with post-sale issues such as complaints, returns, and warranties
to comply with financial, tax, and legal obligations
to maintain appropriate business and audit records
L. Automated Decision Making
Automated decision-making means making decisions about you using no human involvement, for example, using computerised systems alone.
No decision about you which has a significant impact on you will be made solely based on automated decision-making unless we have your explicit consent or are otherwise lawfully permitted to do so.
Your use of our website and interaction with our marketing emails may involve profiling of your behaviour, subject to your consent where required.
Why this may occur:
to understand website usage
to improve user experience
to personalise marketing and product recommendations
to measure campaign and engagement performance
M. Changes to This Notice
We keep this privacy notice under regular review to make sure it is up to date and accurately reflects our data processing. This may be necessary, for example, if we change our business practices in a way that affects how we process personal data.
Please review our Privacy Policy from time to time.
We will provide notice of any updates to this Privacy Policy where necessary and will update the “Last Updated” date on the page.
N. Data Protection Contact Details
If you have any questions about this privacy notice, how we handle your personal data, or wish to make a data protection request, please contact Westfield Kitchens & Bathrooms using your business contact details.
By post:
Westfield Kitchens & Bathrooms
2 Westfield Road
Wellingborough
NN8 3JT
United Kingdom
If you want a dedicated data protection email, this section can be updated to reflect it.
O. Making a Complaint
We strive to achieve a high standard in all our data processing. However, if you think your data rights have not been complied with, you can raise a complaint with the Information Commissioner’s Office (ICO), who are the UK supervisory authority for data protection.
We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.