Privacy Policy
This Privacy Policy sets out how we collect and use your personal information and what your individual data protection and privacy rights are.
We take your privacy very seriously and we ask that you read this privacy policy carefully as it contains important information on: the personal information we collect about you what we do with your information, and who your information might be shared with.
This Privacy Policy was last updated on 21st May 2018 and is version 2.1.
Who is Responsible for Processing Your Personal Data
Red Horse Products Ltd is the Data Controller. This is the legal entity responsible for how your personal data is collected, stored and processed.
Red Horse Products Limited is a Limited Company registered in England and Wales with registration number 06192074 at the registered address: Oak Farm, Harpsden Bottom, Harpsden, Henely on Thames, Oxon, RG9 4HY.
Managing Your Personal Data
When you share your personal information with us, you have a right to expect that information to be treated with total confidentiality. Therefore, it is our responsibility to manage your personal data that you provide to us with care and in accordance with all data protection legislation and industry best practice.
Whether you have supplied your personal details online, by phone, by email or in a letter, we will never use them without a lawful reason to do so. We will use your personal data for the purposes for which they were initially requested and as fully explained in this Privacy Policy.
It is your responsibility to ensure that your personal data provided to us is accurate and up to date. You can update your personal contact details, including email address and phone number, by visiting My Account online.
Using Your Personal Data for Direct Marketing Purposes
Based on your marketing preferences, we use your email and home address to send you details of our latest products and promotions. We also use marketing Profiling techniques to determine what product offers may be of interest to you whether that be by email, telemarketing, direct mail or social media. For further information on how we use your personal data to keep you informed about our products and promotions and how you can change your marketing preferences, click the relevant sections below.
We hold your personal data for the purposes of direct marketing to you for a period of two years from the date of your last purchase unless you have an outstanding credit balance or have updated your marketing preferences in which case you will continue to receive marketing information unless you tell us otherwise. If you have only ever registered an account but never bought from us, we will stop marketing to you after a period of six months unless you ask to be contacted by updating your marketing preferences.
Using Your Personal Data for Direct Marketing Purposes
Based on your marketing preferences, we use your email and home address to send you details of our latest products and promotions. We also use marketing Profiling techniques to determine what product offers may be of interest to you whether that be by email, telemarketing, direct mail or social media. For further information on how we use your personal data to keep you informed about our products and promotions and how you can change your marketing preferences, click the relevant sections below.
We hold your personal data for the purposes of direct marketing to you for a period of two years from the date of your last purchase unless you have an outstanding credit balance or have updated your marketing preferences in which case you will continue to receive marketing information unless you tell us otherwise. If you have only ever registered a cash account but never bought from us, we will stop marketing to you after a period of six months unless you ask to be contacted by updating your marketing preferences.
Obtaining Your Consent
We will obtain your consent to send you details of our latest products and promotions via Email Marketing and Social Media in a number of ways. We will obtain your consent when you register your details with us, open a credit account, make a purchase, sign up to our email newsletters, request product information from us, enter a competition or when we send you electronic receipts via email in store. You can change your email and telemarketing preferences at any time – see Changing Your Marketing Preferences.
Email Marketing
We would like to keep you informed about our latest product offers and promotions using the email address you provide to us. We will also use your date of birth to send you specific offers for your birthday. To do this, we will ask you to opt-in to receive marketing emails when you first register an account with us , sign up for our newsletter, enter a competition or prize draw or agree for us to use your email address for marketing purposes when we send you electronic receipts in store. You can opt out of email marketing at any time – see Changing Your Marketing Preferences.
Direct Mail ???
We will use your name and address to send you personalised marketing mails in the post. We have a legitimate business interest to send you information about our products and offers in the post as we know that many of our customers like to browse through catalogues or offers prior to placing an order with us. However, should you wish to exercise your right to stop personalised postal marketing activity, you can do this at any time – see Changing Your Marketing Preferences.
Social Media
We will use your email address to send you online targeted marketing information about our product offers and promotions via social media platforms. To do this, we will share your email address in a secure manner with social media organisations, such as Facebook, who will match our advertising requirements to your social media profile. We have a legitimate business interest to send you product information via social media which we believe is of relevance to you; this is known as Interest-Based Advertising. However, should you wish to exercise your right to stop targeted social media marketing, you can do this at any time – see Changing Your Marketing Preferences.
Third Party Marketing
We will not share your personal data with third party companies for the purpose of them marketing their products and services to you.
Changing Your Marketing Preferences
You can change your marketing preferences for Email Marketing at any time by:
Clicking unsubscribe in the body of the email sent to you;
Going online to My Account
Please allow 48 hours for your changes to be processed for email and telephone marketing.
You may still receive direct marketing materials that are already processed before we received your request for up to 2 months.
Using Your Personal Data to Improve Your Online Shopping Experience ??
We want to make sure that we only contact you with online content that you will find relevant and interesting. For this to work effectively, we collect information about your browsing activity using Cookies when you are using our websites. These Cookies pass back to us your browsing information using your Internet Protocol (“IP”) address as the identifier, which we combine with other anonymised, non-personalised and aggregated data, allowing us to determine what content and product information is most relevant to you when you are shopping online.
We have a legitimate business interest to use the aggregated and anonymised data obtained via Cookies and other data sources to help us provide you with relevant product marketing and improve your online shopping experience.
Profiling
Profiling is a term used to describe a form of data processing where significant volumes of data made up of lots of different data types – such as browser history from Cookies, transaction history, demographics and buying habits – are all used in an aggregated, anonymised and non-personalised form to evaluate and predict, based on statistical analysis, what you may or may not want to purchase from us. We use this technique to understand what drives you to buy from us and the types of products you are most likely to be interested in whether that be by email or social media. This is sometimes referred to as Big Data and Data Science and is widely used by retailers to improve their customer offering and Interest-Based Advertising.
Interest Based Advertising
The data that we collect and use when you browse or shop online, including where we use Cookies, uses your IP address as the unique identifier; however, it will not contain your name, home address or phone number. We may also use your email address to send you online targeted marketing information but we always use hashed email addresses to keep your data secure. The email addresses are scrambled before being utilised to ensure nobody else can gain access to your email address. This enables us to offer our customers the best possible online user experience and equally allows us to improve the relevancy of our advertising. This allows us to provide you with more of the content you want to see.
Using Your Personal Data to Open Your Personal Cash Account
When you register to open a personal cash account, we will hold your personal data which you have provided to us. When you make a subsequent card or cheque payment to purchase products from us, we will use your personal data and card information to process the order. This involves sending your personal data to our card payment and banking providers to ensure that you have sufficient funds to cover the value of the transaction. Without this data, we are unable to fulfil your order.
We will hold your personal data for 6 years, plus the current financial year, after the date of your last transaction on your personal cash account.
Processing Card Payments
Using Your Personal Data for Fraud Prevention
We carry out fraud checks on new credit applications and credit orders. In order to do this, we use data sourced from Credit Reference Agencies and other external agencies that are involved in fraud detection. If we identify fraud, we will pass data relating to the fraudulent activity such as name, address and email address to these agencies to help protect individuals and other businesses from the threat of fraud in the future.
We will hold your personal data for 6 years, plus the current financial year, after the date of your last transaction on your personal credit or cash account.
Using Your Personal Data to Operate Your Personal Account
We will use your personal data to administer and to operate your personal credit and cash account as set out below. We will collect and use the contact details that you provide to us to communicate with you about your account and in relation to the products and services we provide to you.
We will hold your personal data for 6 years, plus the current financial year, after the date of your last transaction on your personal credit and cash account.
Delivering Your Goods
We will use your personal contact details such as name, postal address, phone number and email address that you provide to us in respect of delivering products or services to you. We will share this information with our suppliers who directly despatch orders to you or our delivery partners who may contact you to arrange a convenient delivery time and provide you with updates as to when they will arrive.
Processing Returns and Refunds
We use your customer account and contact details to verify any returns and refunds that we process either by card or via your credit account. We process all card payments in line with our obligations under the PCI-DSS regulations and will encrypt the payment details before sending to our card payment and banking provider.
General Service Communications
We will use your personal data for all general service communications including sending your statements, processing orders, notifying you of orders received, updating you on deliveries, despatched or products out of stock. We need to do this for the performance of the contract and terms and conditions that you have signed
Using Your Personal Data to Improve Our Services
As a valued customer, we may use your personal data to contact you by phone, SMS, letter or email to ask you to participate in one of our service improvement programmes. We will share your personal contact details with our chosen third party partners and service providers who may carry out these service improvement programmes on our behalf. We will always make you aware of how we will use the information that we gather from you at the time of contacting you for any specific service improvement programme. We have a legitimate business interest in contacting our customers in this way and will always treat your involvement in any service improvement programme, and associated personal data, in confidence.
Should you not wish to participate in our service improvement programme, you can simply decline to participate at the point of contact or, should you wish never to be contacted for the purpose of market research, you can tell us at any time by ringing the contact centre on 0345 071 9026.
Product Reviews
Whenever you make a purchase from us, we will send you an email asking you to provide a review of the product and tell us what you think. If you choose to do so, you will be asked to enter your email address, your thoughts about the product and any relevant details which may include age range, height and size if relevant to the product you have purchased. You will also be asked to agree to separate terms and conditions as we use a third party to process and analyse the data for us. We will use your email address to confirm that we have received your product review. We are really keen to hear what you think about our products and use the information to inform our product development programme.
Surveys
From time to time, we will contact you to take part in a customer satisfaction survey. We often use third party partners to collect this information on our behalf. We will share your basic personal data – name, address, phone number and email – for them to contact you to ask if you wish to participate in such surveys. We, or our third party partners, may sometimes follow up on surveys with you to get more information from you regarding specific complaints or feedback. ???.
Research & Focus Groups?
From time to time, we employ different market research agencies, who act on our behalf, to contact our customers with the aim of getting a more detailed understanding of what our customers think about our products and services. We will share your basic personal data – name, address, phone number and email – for them to contact you to ask if you wish to participate in our service improvement programme. We may also share more personal data about your shopping habits, including the size and type of products that you have purchased if this is relevant to the market research. Occasionally, we ask our research companies not to tell customers that they are contacting you on our behalf, for example for brand research purposes, as we do not want to influence your answers. However, the market research company is obliged to disclose this information should you ask at the end of the survey. If you do not wish to be contacted for market research purposes, you can contact us, please send an email to info@redhorseproducts.co.uk or write to us at our address or call us on 0808 164 0723 .
Social Media
We actively use social media platforms as a way of connecting, and getting closer, to our customers to hear and understand what our customers think about us and our products and services. Occasionally, we may contact you directly via those social media platforms if we would like to share your comments or pictures with other customers or publish them in our marketing materials. We will always ask you if you are happy for us to use your data in this way and will keep any data that you provide to us, such as email address, confidential and secure.
Processing Your Personal Data Outside of the EU
We will transfer your personal data outside the European Economic Area (the EEA) to prevent fraud, for credit searches and with our outsourced IT partners and contact centres. Please also see Sharing Your Personal Data with Third Party Processors & Partners. In some cases, countries outside the EEA may not have such well-developed data protection laws as those in the EEA. However, we will put in place measures and safeguards that require your personal data to be kept secure, confidential and to be processed only and strictly in line with the terms of this Privacy Policy and any relevant data protection laws.
How to Contact Us
If you have any questions, comments or complaints about this Privacy Policy or our use of your personal data:
If you wish to contact us, please send an email to info@redhorseproducts.co.uk or write to us at our address or call us on 0808 164 0723
If you are at all dissatisfied with the information provided by the Data Governance Team, please address any complaints to the Data Protection Officer at the same address.
Your Personal Data Rights
Right of Access
You may wish to access a copy of the personal data we hold about you – known as a Subject Access Request. You can do so by ringing, writing to or emailing the Data Governance team. We will respond to your Subject Access Request as soon as possible and, in any event, within the statutory 30 days. However, in the event that we need more information from you to verify your identity, which we must do to ensure we disclose your personal data to the right person, the 30 day response period will only commence from the time that we have validated your identity
Please be aware that for security reasons we do not usually provide details of any bank details that we hold against your account(s). Please speak to our Data Governance team should you need this additional information.
Right of Rectification
If you believe we have made an error as to the personal data we hold about you, please speak to one of our customer service advisors on 0808 164 0723 or email us on info@redhorseproducts.co.uk who will be able to process the correction for you. Alternatively, you can visit My Account to update your contact details online. Should you wish to discuss this matter further, please contact the Data Governance team
Right of Erasure
You have the right to request your personal data to be permanently deleted from our records and systems to avoid any further communication with you. Your request will always be considered in light of the legal bases that we hold, store and process your personal data and the purpose that we collected your data. Where the legal bases permits, we will carry out your instruction without undue delay. Please note, however, that where we have a legal or contractual obligation to hold your personal data, we may not be able to carry out your request but we will explain this fully to you. Please address any request to delete your data to the Data Governance team.
Right to Restrict Processing
Should you believe that we are processing your personal data in a way that you did not understand or agree to and wish to restrict such processing, please speak to the Data Governance team who will be able to assist you.
Right to Object to Processing
You have the right to object to certain types of processing of your personal data. We will always make it clear at the outset of any new arrangement with you how we are going to process your personal data. Should you wish to object to such processing, particularly concerning Automated Decisioning and Profiling, we will give you the option to opt out on application. However, should you wish to discuss this matter further, please speak to the Data Governance team.
Right to Portability
In the event that you wish to move your personal data that we hold on you to another organisation in the form of an excel or csv format, please contact the Data Governance team who will be able to assist you.
Right to be Informed
You have the right to be informed about the collection and use of your personal data. This is commonly known as a ‘privacy statement’ or ‘privacy policy’. We will provide you with the information about how we collect and use your data in various means, such as by ‘just in time’ notice provided to you at the time of collecting your personal data and via this Privacy Policy. Our Privacy Policy is regularly reviewed in line with our business processes. Any changes to this Privacy Policy will be communicated via email and credit account statements to all active customers. We will also advise customers of changes when ringing the call centre via a recorded message. You can ask for a printed copy of our Privacy Policy by contacting the Data Governance team.
Right to Complain to the Information Commissioner’s Office (ICO)
You have a right to lodge a complaint with the Information Commissioner’s Office (ICO) if you have a complaint with how you believe your personal data has been handled. For more information, please visit https://ico.org.uk/concerns