Privacy & Policy

Privacy Policy

Last updated: 26 July 2026

1. Introduction

Welcome to iHomeDirect.co.uk.

We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store and share your personal information when you:

  • Visit or use the iHomeDirect.co.uk website;

  • Create an online account;

  • Purchase or return a product;

  • Contact our customer service team;

  • Subscribe to marketing communications;

  • Leave a product review or other content; or

  • Otherwise interact with us.

This policy also explains your rights under applicable UK data protection law.

2. Who We Are

For the purposes of UK data protection law, the organisation responsible for your personal information is:

Legal business name: iHomeDirect
Trading name: iHomeDirect
Registered address: [INSERT REGISTERED OR BUSINESS ADDRESS]
Company registration number: [INSERT COMPANY NUMBER, IF APPLICABLE]
ICO registration number: [INSERT ICO REGISTRATION NUMBER, IF APPLICABLE]
Email: hello@ihomedirect.co.uk
Telephone: [INSERT TELEPHONE NUMBER]

In this policy, references to “iHomeDirect,” “we,” “us” or “our” mean the business identified above.

3. Personal Information We Collect

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

Identity and contact information

This may include your:

  • Full name;

  • Billing address;

  • Delivery address;

  • Email address;

  • Telephone number; and

  • Account username or customer reference number.

Order and transaction information

This may include:

  • Products ordered or returned;

  • Order numbers;

  • Purchase dates;

  • Delivery instructions;

  • Transaction values;

  • Refunds;

  • Discounts or promotional codes used;

  • Complaints, warranties and returns; and

  • Communications relating to your order.

Payment information

Payments are processed through STRIPE, PAYPAL AND SHOPIFY PAYMENTS.

Depending on our payment arrangements, we may receive limited payment information, such as:

  • Payment status;

  • Payment method;

  • The last four digits of a payment card;

  • Transaction reference numbers; and

  • Fraud or verification results.

Account and profile information

This may include:

  • Your password in encrypted form;

  • Saved addresses;

  • Wish lists;

  • Shopping basket contents;

  • Product preferences;

  • Previous orders;

  • Marketing preferences; and

  • Account settings.

Customer service information

When you contact us, we may collect:

  • The content of your enquiry;

  • Emails, online chat messages or telephone notes;

  • Complaint details;

  • Photographs or videos you send to us;

  • Information about damaged or defective products; and

  • Records of how your enquiry was resolved.

Technical and usage information

When you use our website, we may automatically collect:

  • Internet Protocol address;

  • Browser type and version;

  • Device type;

  • Operating system;

  • Time zone and approximate location;

  • Website pages viewed;

  • Products searched for or viewed;

  • Referring website;

  • Session information;

  • Cookie identifiers; and

  • Information about how you interact with our website.

Marketing and communications information

This may include:

  • Your marketing preferences;

  • Whether you opened or interacted with a marketing message;

  • Your communication preferences; and

  • Records of consent, unsubscribe requests and objections.

Reviews and user-generated content

When you submit a review, photograph, question or other content, we may collect:

  • Your name or chosen display name;

  • Your review or comment;

  • Your rating;

  • Photographs or videos;

  • The product concerned; and

  • Information used to verify that you purchased the product.

Please do not include unnecessary personal or sensitive information in a public review.

4. How We Collect Your Information

We may collect personal information:

Directly from you

For example, when you:

  • Create an account;

  • Place an order;

  • Complete a website form;

  • Contact customer services;

  • Enter a promotion;

  • Subscribe to marketing;

  • Submit a review; or

  • Request a return or refund.

Automatically

We may collect technical and usage information through:

  • Cookies;

  • Pixels;

  • Tags;

  • Server logs;

  • Analytics services; and

  • Similar technologies.

From third parties

We may receive information from:

  • Payment providers;

  • Ecommerce platform providers;

  • Couriers and delivery companies;

  • Product suppliers and fulfilment partners;

  • Fraud-prevention and identity-verification providers;

  • Marketing and analytics providers;

  • Social media platforms, where you interact with us;

  • Review platforms; and

  • Publicly available sources, where lawful.

5. How We Use Your Personal Information

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

To process and deliver your order

We use your information to:

  • Confirm your order;

  • Process payment;

  • Arrange delivery;

  • Send order and delivery updates;

  • Manage returns, exchanges and refunds; and

  • Provide warranty or after-sales support.

Lawful basis: Performance of our contract with you.

To create and manage your account

We use your information to:

  • Register your account;

  • Authenticate your access;

  • Save your preferences;

  • Display your order history; and

  • Maintain account security.

Lawful basis: Performance of our contract with you and our legitimate interest in providing account functionality and protecting our services.

To provide customer service

We use your information to:

  • Answer questions;

  • Resolve complaints;

  • Investigate missing or damaged orders;

  • Process returns;

  • Respond to product enquiries; and

  • Keep records of our communications.

Lawful basis: Performance of our contract, compliance with legal obligations and our legitimate interest in providing effective customer service.

To prevent fraud and protect our business

We may use information to:

  • Verify payments;

  • Detect suspicious transactions;

  • Prevent misuse of accounts;

  • Protect customers and our systems;

  • Investigate fraud;

  • Enforce our terms; and

  • Establish, exercise or defend legal claims.

Lawful basis: Our legitimate interests in preventing fraud, protecting our customers and operating a secure business, and compliance with legal obligations where applicable.

To comply with legal and regulatory obligations

We may process information to:

  • Maintain financial and transaction records;

  • Respond to lawful requests from regulators or authorities;

  • Meet tax and accounting requirements;

  • Comply with consumer protection requirements;

  • Manage product safety or recall issues; and

  • Comply with court orders or legal proceedings.

Lawful basis: Compliance with a legal obligation.

To improve our website and services

We may use information to:

  • Understand how visitors use our website;

  • Identify technical problems;

  • Improve website performance;

  • Develop our product range;

  • Analyse sales and customer trends;

  • Improve navigation and search functions; and

  • Measure the effectiveness of advertising.

Lawful basis: Our legitimate interests in improving our business and services. Where cookies or similar technologies require consent, we rely on your consent.

To personalise your shopping experience

Subject to your cookie choices, we may use information to:

  • Recommend relevant products;

  • Remember items in your basket;

  • Display recently viewed products;

  • Tailor website content; and

  • Measure your interaction with products or promotions.

Lawful basis: Consent where required for non-essential cookies or tracking, and our legitimate interests where the processing does not require consent.

To send marketing communications

Where permitted, we may send information about:

  • New products;

  • Special offers;

  • Discounts;

  • Seasonal promotions;

  • Competitions; and

  • Other iHomeDirect products or services that may interest you.

Lawful basis: Your consent or, where legally permitted, our legitimate interests and the existing-customer “soft opt-in.”

You can unsubscribe at any time.

To request and publish product reviews

We may contact you after a purchase to invite you to review a product. Where you submit a review, we may publish it on our website.

Lawful basis: Our legitimate interest in receiving customer feedback and helping customers make informed purchasing decisions.

6. Cookies and Similar Technologies

Our website may use cookies and similar technologies to:

  • Keep the website functioning;

  • Maintain your shopping basket;

  • Remember your preferences;

  • Keep your account secure;

  • Analyse website traffic;

  • Measure advertising performance; and

  • Personalise content or advertisements.

Strictly necessary cookies may be used without consent where they are required to provide the website or a service you have requested.

We will ask for your consent before using non-essential cookies or similar technologies where consent is required. You should be able to accept, reject or manage non-essential cookies through our cookie preference tool. UK rules require clear information and an appropriate consent mechanism for cookies that are not strictly necessary.

Further details should be provided in our [Cookie Policy – insert link], including the name, provider, purpose and duration of each cookie or technology used.

You can change your choices at any time by selecting [Cookie Settings – insert link or website location].

7. Marketing Communications

We may send marketing emails or text messages where:

  • You have actively consented to receive them; or

  • You previously purchased or enquired about our products, we are promoting our own similar products, and you were given a clear opportunity to opt out when your details were collected and in every subsequent message.

The existing-customer soft opt-in is limited to an organisation’s own similar products or services and requires an easy opt-out when details are collected and in every marketing communication.

You can stop marketing communications by:

  • Selecting the unsubscribe link in an email;

  • Replying “STOP” where that option is provided;

  • Updating your account preferences; or

  • Contacting us at [INSERT EMAIL ADDRESS].

We may retain limited information on a suppression list to ensure that we continue to respect your request not to receive marketing.

Unsubscribing from marketing will not stop essential service messages relating to your orders, account, deliveries, returns or legal notices.

8. Who We Share Personal Information With

We may share personal information with trusted service providers where necessary to operate our business.

These may include:

Ecommerce and website providers

Providers that host, maintain or support our website and online store.

Provider: [INSERT ECOMMERCE PLATFORM AND HOSTING PROVIDER]

Payment providers

Providers that process payments, refunds, credit checks or payment verification.

Providers: [INSERT PAYMENT PROVIDERS]

Product suppliers and fulfilment partners

Where an order is shipped directly by a supplier, manufacturer, wholesaler or fulfilment centre, we may provide the customer’s name, delivery address, contact details and relevant order information.

Delivery companies

Couriers, postal operators and logistics providers need relevant information to deliver and track orders.

Providers: [INSERT MAIN DELIVERY PROVIDERS]

Technology and professional service providers

This may include:

  • IT support providers;

  • Cloud storage providers;

  • Email and communications providers;

  • Customer service platforms;

  • Accountants;

  • Auditors;

  • Insurers;

  • Lawyers; and

  • Business advisers.

Marketing and analytics providers

Subject to your cookie and marketing choices, we may share information with providers that help us analyse website use, manage advertising or send communications.

Providers: [INSERT ANALYTICS, ADVERTISING AND EMAIL-MARKETING PROVIDERS]

Fraud-prevention and security providers

We may share relevant information with payment-security, identity-verification and fraud-prevention services.

Government bodies and authorities

We may disclose information where required by law or where reasonably necessary to:

  • Comply with a legal obligation;

  • Respond to a court order;

  • Assist law-enforcement authorities;

  • Protect someone’s safety;

  • Investigate fraud; or

  • Establish, exercise or defend legal claims.

Business transfers

If all or part of our business is sold, transferred, restructured or merged, personal information may be disclosed to professional advisers, prospective buyers and the new owner, subject to appropriate confidentiality and data-protection safeguards.

We require service providers acting on our behalf to use personal information only for the agreed purposes and to protect it appropriately.

We do not sell or rent customers’ personal information to third parties. [CONFIRM THAT THIS STATEMENT IS ACCURATE BEFORE PUBLICATION.]

9. International Transfers

Some of our suppliers or technology providers may process personal information outside the United Kingdom.

Where a restricted international transfer takes place, we will use an approved legal mechanism where required, such as:

  • UK adequacy regulations;

  • The UK International Data Transfer Agreement;

  • The UK Addendum to approved standard contractual clauses; or

  • Another lawful exception or safeguard.

UK guidance requires restricted transfers to be covered by adequacy regulations, appropriate safeguards or a valid exception.

Contact us at [INSERT PRIVACY EMAIL] for further information about the safeguards used for relevant transfers.

10. How Long We Keep Personal Information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, tax, accounting, warranty, fraud-prevention and dispute-resolution requirements.

Our retention periods may include:

  • Order and transaction records: [INSERT RETENTION PERIOD];

  • Invoices and accounting records: [INSERT RETENTION PERIOD BASED ON ACCOUNTING ADVICE];

  • Customer account information: While the account remains active and for [INSERT PERIOD] afterwards;

  • Customer service and complaint records: [INSERT PERIOD];

  • Returns and warranty records: For the warranty period and [INSERT PERIOD] afterwards;

  • Marketing records: Until you withdraw consent or object, subject to retaining limited suppression information;

  • Cookie and consent records: [INSERT PERIOD];

  • Fraud and security records: [INSERT PERIOD BASED ON RISK AND LEGAL REQUIREMENTS]; and

  • Unsuccessful transactions or abandoned baskets: [INSERT PERIOD].

We may retain information for longer where necessary for a legal claim, regulatory investigation, product recall or another legal requirement.

Where personal information is no longer required, we will delete, anonymise or securely dispose of it. Data protection law does not set one universal retention period; organisations must determine and justify periods according to the purpose for which information is held.

11. How We Protect Personal Information

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

  • Unauthorised access;

  • Accidental loss;

  • Alteration;

  • Misuse;

  • Unlawful disclosure; and

  • Destruction.

Measures may include:

  • Secure website connections;

  • Access controls;

  • Password protection;

  • Encryption where appropriate;

  • Staff confidentiality requirements;

  • Secure payment providers;

  • System monitoring;

  • Backups;

  • Supplier due diligence; and

  • Procedures for responding to personal-data breaches.

No internet transmission or storage system can be guaranteed to be completely secure. You are responsible for keeping your account password confidential and should contact us promptly if you believe your account has been compromised.

12. Your Data-Protection Rights

Depending on the circumstances and the lawful basis used, you may have the right to:

Be informed

You have the right to clear information about how we collect and use your personal information.

Access your information

You may request confirmation that we process your personal information and ask for a copy.

Correct inaccurate information

You may ask us to correct inaccurate or incomplete personal information.

Request deletion

You may ask us to delete your personal information in certain circumstances. This right is not absolute, and we may need to retain information where there is a lawful reason.

Restrict processing

You may ask us to limit how we use your personal information in certain circumstances.

Object to processing

You may object where we rely on legitimate interests.

You have an absolute right to object to the use of your personal information for direct marketing. Once you object, we will stop using it for that purpose.

Data portability

Where applicable, you may ask to receive personal information you provided to us in a structured, commonly used and machine-readable format or request that it be sent to another organisation.

Withdraw consent

Where we rely on your consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

Rights relating to automated decisions

You may have rights relating to decisions made solely by automated means that have legal or similarly significant effects.

We do not currently use solely automated decision-making that produces legal or similarly significant effects. [AMEND THIS STATEMENT IF AUTOMATED FRAUD, CREDIT OR ELIGIBILITY DECISIONS ARE USED.]

The rights available include access, rectification, erasure, restriction, objection and data portability, although the application of particular rights depends on the circumstances and lawful basis.

13. How to Exercise Your Rights

To exercise a data-protection right, contact:

Email: [INSERT PRIVACY EMAIL]
Postal address: [INSERT POSTAL ADDRESS]
Telephone: [INSERT TELEPHONE NUMBER]

Please state clearly what you are requesting.

We may ask for information to confirm your identity. This helps prevent personal information from being disclosed to someone who is not authorised to receive it.

We will respond within the timescale required by applicable data protection law. In some circumstances, we may lawfully refuse a request or charge a reasonable fee, and we will explain our decision.

14. Data-Protection Complaints

You may complain to us if you have concerns about how we have collected or used your personal information.

Please send your complaint to:

Email: [INSERT COMPLAINT OR PRIVACY EMAIL]
Postal address: [INSERT POSTAL ADDRESS]
Telephone: [INSERT TELEPHONE NUMBER]

Please include:

  • Your name and contact details;

  • A description of your concern;

  • Relevant dates, order numbers or correspondence;

  • The outcome you are seeking; and

  • Copies of any relevant evidence.

We will acknowledge receipt of a data-protection complaint within 30 days. We will take appropriate steps to investigate and respond without undue delay, keep you informed where appropriate and explain the outcome. These complaint-handling requirements came into force on 19 June 2026.

You also have the right to raise a concern with the Information Commissioner’s Office, the UK regulator for data protection. We encourage you to contact us first so that we have an opportunity to resolve your concern, although this does not affect your right to approach the regulator.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113

15. Children’s Information

Our website and products are intended for general adult shoppers and are not directed specifically at children.

We do not knowingly collect personal information directly from children under the age of [INSERT AGE APPROPRIATE TO YOUR BUSINESS] without appropriate authorisation.

Where you purchase a product for a child, we ask that the order and account information be provided by an adult.

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

16. Special Category Information

We do not normally need or intentionally request sensitive or “special category” personal information, such as information about health, ethnicity, religion, political opinions, trade-union membership, genetics, biometrics or sexual life.

Please avoid sending this type of information unless it is necessary for us to address a specific request. Where we need to process sensitive information, we will identify an appropriate lawful basis and additional legal condition.

17. Third-Party Links

Our website may contain links to websites, services or social media platforms operated by third parties.

We are not responsible for how those organisations collect or use personal information. You should read their privacy policies before providing personal information or using their services.

18. Changes to This Privacy Policy

We may update this Privacy Policy to reflect:

  • Changes to our website;

  • New products or services;

  • Changes to suppliers or technology;

  • Changes in how we use personal information; or

  • Changes in legal or regulatory requirements.

The latest version will be published on our website with a revised “last updated” date.

Where a change materially affects how we use your personal information, we may provide an additional notice by email, through your account or on the website.

19. Contact Us

Questions about this Privacy Policy or our use of personal information should be sent to:

iHomeDirect
Legal business name: [INSERT LEGAL NAME]
Address: [INSERT BUSINESS ADDRESS]
Email: [INSERT PRIVACY EMAIL]
Telephone: [INSERT TELEPHONE NUMBER]
Company number: [INSERT COMPANY NUMBER]
ICO registration number: [INSERT ICO REGISTRATION NUMBER, IF APPLICABLE]