Privacy policy

Privacy Policy

This Privacy Policy describes how www.freshwipes.co.uk and FreshWipes Ltd (the “Site” or “we”) collect, use, and disclose your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support or if you communicate with us by telephone. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimise our Site.
Source of collection: collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
Disclosure for a business purpose: shared with our processors Shopify, Google, Microsoft (Clarity), and Facebook for the purpose of analytics and delivering relevant ads.

Order information

Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit/debit card numbers), email address, and phone number.
Purpose of collection: to provide products or services to you to fulfil our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and, when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
Source of collection: collected from you.
Disclosure for a business purpose: shared with our processor Shopify, our fulfilment warehouse, our payment gateways.

We will never sell your details to any third parties. All the data we collect is solely used to ensure that you can pay for, receive, and have your items delivered.

Customer support information

Examples of Personal Information collected: any emails you send us and the personal details that you provide to us so that we can provide you with exceptional service.
Purpose of collection: to provide customer support.
Source of collection: collected from you.
Disclosure for a business purpose: all our customer support is currently in-house and we do not use any third parties for this currently.

Call recordings

Examples of Personal Information collected: any information you provide during recorded customer service calls (excluding payment card details, which are never recorded).
Purpose of collection: for training, monitoring, and quality assurance purposes.
Source of collection: collected automatically during telephone calls to or from our business.
Disclosure for a business purpose: recordings are stored securely and only accessed internally for the purposes above.

Sharing Personal Information

We share your Personal Information with service providers to help us provide our services and fulfil our contracts with you, as described above. For example:

We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
We share your order/shipping details with our dispatch warehouse so that they can send your items to you.
We share your order details, name, address, and email address with TrustPilot, Facebook, Reputon, and our delivery companies (DPD and Royal Mail). This is so that we can verify and collect reviews, manage advertising, and deliver your packages.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en. You can also opt out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page: http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Microsoft Clarity

We use Microsoft Clarity to better understand how visitors interact with our website and to help us improve the user experience. Clarity uses cookies and other technologies to collect data on user behaviour such as page views, clicks, scrolling and interactions. This information may include technical details such as your device type, browser, and operating system, but it does not personally identify you.

Microsoft may also use this data for product improvement and advertising purposes, in accordance with their own Privacy Policy, which you can read here: https://privacy.microsoft.com/privacystatement.

All data collected is processed in a way that prevents the identification of individual users. You can opt out of data collection by adjusting your browser settings to refuse cookies or by using tools that block tracking.

Using Personal Information

We use your Personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfilment of your order, and keeping you up to date on new products, services, and offers.

Lawful Basis

Pursuant to the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, if you are a resident of the UK or EEA, we process your personal information under the following lawful bases:

Your consent;
The performance of the contract between you and the Site;
Compliance with our legal obligations;
To protect your vital interests;
To perform a task carried out in the public interest;
For our legitimate interests, which do not override your fundamental rights and freedoms.

Retention

When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the Your rights section below.

Automatic Decision-Making

We do not engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.

Our processor Shopify uses limited automated decision-making to prevent fraud that does not have a legal or otherwise significant effect on you.

Services that include elements of automated decision-making include:

Temporary denylist of IP addresses associated with repeated failed transactions (persists for a small number of hours).
Temporary denylist of credit cards associated with denylisted IP addresses (persists for a small number of days).

Your Rights (UK and EEA residents)

If you are a resident of the UK or EEA, you have the right to:

Access the Personal Information we hold about you;
Port it to a new service;
Ask that your Personal Information be corrected, updated, or erased;
Restrict processing of your data;
Object to processing, including for direct marketing (you may opt out of marketing at any time);
Withdraw consent at any time where consent is the lawful basis for processing.

If you would like to exercise these rights, please contact us using the details below.

Your Personal Information will be initially processed in Ireland and then transferred outside of the UK/EEA for storage and further processing, including to Canada and the United States. Where data is transferred outside the UK/EEA, we ensure that appropriate safeguards are in place, such as adequacy decisions (e.g. Canada) or standard contractual clauses approved by the UK Information Commissioner’s Office.

Cookies

A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, analytics, advertising, and social media or content cookies.

When you first visit our site, you will see a cookie banner allowing you to choose which categories of cookies you accept. You can change your preferences at any time.

(cookie tables remain unchanged — keep your Shopify/analytics cookie tables intact here)

Call Recording

As part of our ongoing commitment to customer service, all incoming and outgoing telephone calls may be recorded for training, monitoring, and quality assurance purposes.

Please note that no payment card information is recorded at any time. Our systems are designed to ensure that card details are muted or paused during the recording process to maintain compliance with the PCI DSS (Payment Card Industry Data Security Standard) requirements.

By continuing with a telephone call to or from our business, you consent to the recording of your conversation under these terms. If you have any concerns, please let us know at the beginning of the call.

Do Not Track

Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

Changes

We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

Contact

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at privacy@freshwipes.co.uk or by mail using the details provided below:

FreshWipes Ltd
Unit B6 Swallow Business Park
Diamond Drive
Lower Dicker
BN27 4EL

If you are not satisfied with our response to your complaint, you have the right to lodge a complaint with the UK supervisory authority, the Information Commissioner’s Office (ICO): https://ico.org.uk/make-a-complaint/.

Last updated: 26/09/2025

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