Privacy Policy

Privacy Policy


We do everything we can to provide you with an excellent service. We also do our very best to protect and respect your privacy, and we will never sell your personal company data to anyone.  

To provide our service, we need to process information about you, either when it’s collected by us, or provided to us by you or a trusted third party. Examples of this would be processing your payment details or logging your Internet browser type.  

This is common practice; in general, businesses that sell products or services over the phone and Internet tend to process your information in this way. 

To ensure your privacy is well protected, we only ever work with reputable third parties. We also have a dedicated Data Protection Officer who is responsible for data privacy and ensuring that we follow the strict guidelines of GDPR (General Data Protection Regulations). 

This Privacy Notice explains how we process your personal information. By visiting you accept and consent to the practices described in it, so please read it carefully.   

If you have any questions about how we handle your data, please contact us at:  

PenCarrie Limited 
PenCarrie House 
South View Estate 
EX15 2QW 

or send us an email to [email protected].

Collecting your information

We collect information about you when you create an account, place an order, fill in forms, or talk to us over phone, email and social media. We also collect information when you voluntarily complete customer surveys, provide feedback or take part in competitions. This information may include your name, address, email, phone number, photograph and payment information. 

With our permission, Google Analytics may collect information about  you and how you interact with our website. For example, your IP address, browser type and your computer’s operating system. This helps us to improve your online experience. However, Google Analytics does not share your IP address or any other information that could be used to identify you with us or any other third party. 

We use live chat software on our website to help us answer customer queries. This is provided by Click4Assistance, a third-party, UK-based software company. Information regarding how they process and store data can be viewed here.

We sometimes work with other third parties too, such as credit reference agencies and other sub-contractors. This means we may sometimes receive information about you from them. 

We make sure all the third parties we use are reputable, trusted businesses. In fact, under UK law, all the companies that we receive personal information from have a duty to process it in line with the General Data Protection Act.


Our website uses cookies to distinguish you from other users. This helps us to provide you with a good online experience and to improve our website.

You can set your browser not to accept cookies if you wish. However, in a few cases some of our website features may not function properly as a result. 

For detailed information about how we use cookies and how you can change your browser’s cookie settings, please see our Cookie policy


We also use Hotjar analytics to optimise our online service and experience. 

Hotjar is a data analysis company that uses cookies and other technologies to collect data on our users’ behaviour and their devices. This helps us maintain and improve our service levels. 

For further details, please see Hotjar’s privacy policy by clicking on this link

You can stop Hotjar from sending us your information by following this link.  

Using your information

We use information you or third parties give us to: 
  • Fulfil the contract between you and us and provide you with information, products and services 
  • Provide you with information about other similar services (you can choose the ways we contact you via your marketing preferences) 
  • Provide you with service-related information  
We use information we collect about you to: 
  • Conduct website troubleshooting and data analysis 
  • Show content in the best way for you and for your computer 
  • Let you use interactive features of our service when you want to 
  • Keep our website safe and secure 
  • Recommend relevant goods or services to you and other users of our website 
  • Show you products you may be interested in 
  • Display your recently viewed products
  • Let you share product information with your contacts 

Sharing your information

We may share your personal information with our subsidiaries, as well as our ultimate holding company and its subsidiaries. We may also share it with carefully chosen third parties for the purposes set out in the section 'Using your information' above.

To keep your data safe, we make sure all our third-party processors follow the relevant data protection regulations.  

Examples of third parties: 

  • Courier services, insurance, accounting and invoicing businesses 
  • Analytics and search engine providers 
  • Law enforcement, fraud protection and credit risk reduction agencies.  
  • Email service providers, such as Twilio Ireland Limited

We will never sell or lease your data to any third party for financial gain.   

Need more information about third parties we may share your data with? Contact us and we’ll be happy to help. 

Data security

All your information is stored on secure servers. All payment transactions are encrypted.   

Payment Card information given over the telephone will be void of sound in any recordings.  

We only keep your personal data for as long as is necessary for the purpose for which it was collected. It will then be deleted from our systems.   
Some personal data will be stored longer if it’s needed for legal reasons.  

Online security 
Although no method of transmission over the Internet or electronic storage is 100% secure, we do our best to follow relevant requirements and apply additional accepted industry standards.  

Going outside the European Economic Area 
If the data that we collect from you is transferred to, processed or stored at a destination outside the European Economic Area (EEA), then we will take all steps reasonably possible to confirm with any third party involved that they are processing your data to GDPR standards. 

By submitting your personal data, you agree to this transfer, storing or processing.  

Links to external websites 
When you click on links on our website, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements. 

Data breaches 
We have a Breach Reporting Process that we would follow in the event of a Personal Data Breach being identified. This would document the key information and show whether we need to report it to the Data Subject(s) and/or the ICO.

Your rights and preferences

You have the right to know what data we process about you and can request access to it. There are a small number of occasions when we may have to refuse or charge you for a request. This would be due to legal obligations or particularly high administration costs. 

You can also ask for your data to be restricted, corrected or deleted. Again, we can refuse to delete your information if it’s needed for legal purposes.  

You also have the right to object to:  

  • Processing based on legitimate interests 
  • Direct marketing on grounds relating to your particular situation  

If you object, then we’ll stop processing your personal data for that purpose, unless we can demonstrate compelling legitimate grounds, or if it’s for the establishment, exercise or defence of legal claims. 

You can change your preferences by visiting the Customer Account pages, or by writing to us using the contact information in the 'Contact Us' section of our website.  

We keep a record of everything you’ve opted into or unsubscribed from. If you’ve unsubscribed, please allow up to 28 days for the request to be implemented.  

As a customer, you can change your consent preferences in the My Account area of our website and head to My Preferences. Alternatively, you can give our Customer Service team a call on 0800 252248.       

You have the right to withdraw consent for any processing of your personal data where consent is the Lawful Basis for processing that data. This should be done in writing using the information in the 'Contact Us' page of our website.

Changes to this Policy

Any future changes to this privacy policy will be posted on this page and, where appropriate, we will also notify you by email. Please check back frequently to see any updates or changes to our privacy policy. 


If you’re unhappy with the way we’re handling your data, please get in touch with us (see the 'Any questions?' section below) and we’ll happily correct any issues.   

You also have the right to make a complaint to the Information Commissioner’s Office (ICO) if you feel we’ve not handled your personal data in accordance with the regulations.  

You can find their contact information on their (opens in a new window; please note we can't be responsible for the content of external websites)  

This notice was last updated: February 2020

Any questions?

Help & Support
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