Privacy policy
This Privacy Policy describes how Hope Products & Services Ltd (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.
Contact
After reviewing this policy, if you have additional questions, want more information about our privacy practices, or would like to make a complaint, please contact us by e-mail at contact@hope-products.co.uk or by mail using the details provided below:
Huntsbank Business Park, Unit 3 Crewe Rd, Cheshire, Crewe CW2 6QT
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. In this Privacy Policy, we refer to any information about an identifiable 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
Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, pixels or any other technology.
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 depending on the application installed in our website.
Order information
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 of fraud, and when in line with the preferences you have shared with us, provide you with information or advertisement relating to our products or services.
Source of collection: collected from you.
Customer support information
Purpose of collection: Any information taken serves the purpose of handling your order with success.
Source of collection: Collected from the buyer via email or on the phone.
Disclosure for a business purpose: The information will help us to better our services.
Personal Information collected: Personal information collected will help us to improve our services.
Purpose of collection: to provide customer support.
Source of collection: collected from you.
Minors
The Site is not intended for individuals under the age of 18 (eighteen). We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address above to request deletion.
IT IS PROHIBITED FOR MINORS AND TO MAKE PURCHASES ON THIS WEBSITE.
Sharing Personal Information
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.
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 General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“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
If you are a resident of the EEA, you have the right to object to processing based solely on automated decision-making (which includes profiling), when that decision-making has a legal effect on you or otherwise significantly affects you.
We do engage in fully automated decision-making that has a legal or otherwise significant effect using customer data.
Services that include elements of automated decision-making include:
Temporary blacklist of IP addresses associated with repeated failed transactions. This blacklist persists for a small number of hours.
Temporary blacklist of credit cards associated with blacklisted IP addresses. This blacklist persists for a small number of days.
Selling Personal Information
We do not sell you information or your details.
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, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.
You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.
Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as: www.allaboutcookies.org.
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.
Complaints
As noted above, if you would like to make a complaint, please contact us by e-mail or by mail using the details provided under “Contact” above.
Refund policy
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@hope-products.co.uk. Please note that returns will need to be sent to the following address: Huntsbank Business Park, Unit 3 Crewe Rd, Cheshire, Crewe CW2 6QT.
In any cases, the return must be sent by the buyer with a clear return label attached. We will only accept the item if it has been agreed beforehand that the refund will be issued.
We are available on email – contact@hope-products.co.uk at all times and will help you with any queries you may have.
Damages and issues
Please inspect your order upon receiving the item and contact us immediately if it is damaged or you have received the wrong item- so that we can evaluate the issue and find a resolution.
Exceptions / non-returnable items
We do not accept returns for hazardous materials, flammable liquids or gases unless the item got damaged when delivered. Please get in touch if you have questions or concerns about your specific item.
We do not accept returns on sale items.
Exchanges
The fastest way to ensure you get you a smooth return process is to return the item contact us at contact@hope-products.co.uk or call us at 01270 296333 and we will give you instructions and exchange options.
You have the right to cancel or return your order as per standard European return conditions. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds and Returns
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund. If the Buyer no longer
If the Buyer no longer wants the goods or is not satisfied with the goods due to no fault with the product, i.e. does not like colour, style, no longer needs the item etc. and requests a refund the Buyer is subject to a handling fee.
The handling fee is 20% of the original sale price of the order and will be deducted from the amount refunded back to the Buyer under the condition that the Supplier received the returned item in a resalable condition without any damages or signs of obvious use.
All items that are to be returned to the Seller shall be in the exact same condition as when the item was originally dispatched to the Buyer. All labels and fitting will still be attached and untampered with and the item needs to be send back to Huntsbank Business Park, Unit 3 Crewe Rd, Cheshire, Crewe CW2 6QT .
All items received are subject to a quality control check to determine that the item meets the above criteria before refunds/ credits can be issued.
If the Supplier feels that the item is not fit for resale or has been tampered, damaged or used, the Supplier withholds the rights to offer any refund/credit to the Buyer.
The 20% handling fee is exempt if the Buyer notifies the Supplier within a 24 hour time scale from the time of placing the order in dispute.
The Supplier reserves the right to inform the Buyer of the refusal of refund/credit in writing addressed to the address details held on the Suppliers database.
Shipping policy
All our delivery charges are for a 1-5 working day delivery service (excluding Small parts orders) to UK mainland addresses
We cannot make a delivery without a full postcode.
A telephone number is required by the courier company in case of any problems arising in reaching the delivery destination. (Check our privacy policy regarding “contact”)
A specific time cannot be given for any delivery, but you can specify the day you require it.
Hope Products & Services cannot be held responsible for circumstances beyond our control, delays by courier, road traffic, accidents, vehicle breakdowns, acts of god etc.
To save delivery costs, you can collect from our warehouse or pre-order and collect at Huntsbank Business Park, Unit 3 Crewe Rd, Cheshire, Crewe CW2 6QT .
Hope Products & Services Ltd reserve the right to amend T&C anytime & without any notification. Please keep reading the T&C to be updated on our policies.