Privacy policy

Effective Date: 12 December 2025

Packhaus Group Ltd (“we”, “us”, or “our”) operates the Packhaus website and related services (the “Services”). This Privacy Policy explains how we collect, use, and protect your personal information when you use our Services.

By using our Services, you agree to this Privacy Policy.

1. Personal Information We Collect

“Personal information” means information that identifies or can reasonably be linked to you. We may collect:

Contact details: Name, address, phone number, email, billing and shipping information
Payment information: Payment method details and transaction confirmations (payment card data is processed securely by our payment providers)
Account information: Login details and preferences
Order activity: Products viewed, purchased, returned, or exchanged
Communications: Messages or enquiries sent to us
Device and usage data: IP address, browser type, device identifiers, and interaction data

We may also derive information about your preferences based on your use of the Services.

2. How We Collect Information

We collect information:

Directly from you when you place an order, create an account, or contact us
Automatically through cookies and similar technologies
From service providers such as payment processors, shipping partners, and analytics providers

3. How We Use Your Information

We use personal information to:

Process orders, deliveries, returns, and refunds
Provide and improve our Services
Communicate with you regarding your orders or enquiries
Detect and prevent fraud or misuse
Comply with legal and regulatory obligations

With your consent where required, we may also use your information for marketing communications. You may opt out at any time.

4. Sharing Your Information

We may share your information with:

Service providers (such as Shopify, payment processors, delivery partners, and IT providers)
Marketing and advertising partners, where consent has been provided
Legal or regulatory authorities, where required by law
Business transfers, such as mergers or acquisitions

Some information may be transferred outside the United Kingdom or European Economic Area. Where this occurs, we use appropriate safeguards, such as Standard Contractual Clauses.

5. Children’s Privacy

Our Services are not intended for individuals under the age of 18. We do not knowingly collect personal information from children. If we become aware that such information has been collected, it will be deleted promptly.

6. Data Security and Retention

We take reasonable technical and organisational measures to protect personal information. However, no system is completely secure.

We retain personal information only for as long as necessary to:

Fulfil orders and provide Services
Comply with legal obligations
Resolve disputes or enforce agreements

7. Your Rights

Depending on your location, you may have the right to:

Access, correct, or delete your personal information
Request data portability
Restrict or object to certain processing
Withdraw consent for marketing communications

To exercise your rights, please contact Support@packhaus.co.uk - Identity verification may be required.

8. Cookies and Tracking Technologies

Our website uses cookies and similar technologies to operate effectively and improve your experience.

Types of cookies we use include:

Essential cookies (required for site functionality)
Performance and analytics cookies
Functional cookies (preferences and settings)
Advertising cookies (where consent is given)

You can manage cookie preferences through your browser settings or cookie consent tools on our website. Disabling cookies may affect site functionality.

9. Third-Party Links

Our Services may include links to third-party websites. We are not responsible for their privacy practices and recommend reviewing their policies before sharing personal information.

10. Changes to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on our website with the revised effective date.

11. Contact Information

For privacy-related questions:

Packhaus Group Ltd
Suite A, 82 James Carter Road
Mildenhall, Suffolk
IP28 7DE
United Kingdom

Phone: +44 (0) 1652 284 251
Email: Support@packhaus.co.uk

Packhaus Group Ltd is the data controller for personal information under UK and EU data protection laws.