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Privacy Notice

Privacy Notice

Last updated: 3 April 2026

This Privacy Notice explains how Spares2Repair.co.uk collects, uses, stores and shares personal data when you visit our website, create an account, place an order, contact us, use our live chat or AI chat, upload images to our AI chat, or interact with our marketing and website features.

Spares2Repair.co.uk is operated by Spares2Repair LTD, which is the data controller for the personal data covered by this notice.

If you have questions, concerns, or requests relating to this Privacy Notice or your personal data, please contact us:
Email: Customer Services
Postal address: Spares2Repair LTD, UNIT B Lake Works, Cranleigh Road, Portchester, PO16 9DR

1. What information we collect

Depending on how you use our website, we may collect and process the following categories of personal data:

Identity and contact information, such as your name, billing address, delivery address, email address and telephone number.
Account information, such as your login details, saved addresses and order history.
Order and transaction information, such as products ordered, delivery method, order status, refunds and payment status.
Payment-related information supplied during checkout. Payment processing is handled by our payment service providers. We do not store full payment card details on our website servers unless explicitly stated at checkout.
Customer service information, such as emails, support requests, returns queries, live chat messages, AI chat messages, reviews, and other correspondence you send to us.
Content you upload or submit through website tools, including images uploaded to our AI chat to help identify appliance model numbers, rating plates, parts, or compatibility issues.
Technical and usage information, such as IP address, browser type, device information, pages viewed, referral source, chat session metadata, and interactions with our website, advertisements, and website features.
Marketing and consent preferences, such as whether you have subscribed to newsletters or chosen particular cookie settings.

2. How we use your information and our lawful bases

We use personal data only where we have a valid lawful basis to do so. These lawful bases may include:

Contract - to process and deliver your order, manage your account, take payment, provide customer support, assist with parts finding, and handle returns or refunds.
Legal obligation - to keep required business, tax, accounting and compliance records, and to respond to lawful requests from regulators, courts or law enforcement.
Legitimate interests - to operate, secure and improve our website and services, prevent fraud, manage customer service, review site performance, investigate technical issues, and maintain appropriate business records where those interests are not overridden by your rights and freedoms.
Consent - where required for email marketing, analytics, advertising cookies, remarketing technologies, and similar optional technologies.

Our legitimate interests may include running an efficient online spare parts business, helping customers identify correct parts and appliance models, preventing misuse of our services, improving website usability and search functionality, understanding how customers use the site, and delivering relevant customer support.

3. Orders and payments

When you place an order, we use your personal data to process the order, take payment, arrange delivery, provide order updates, deal with returns or warranty issues, and keep the records we are legally required to keep.

Payment transactions are processed by third-party payment providers. Those providers process your payment data in accordance with their own privacy notices and terms. We receive the information necessary to confirm and administer the transaction, such as payment status, transaction references, billing and fraud-screening results where applicable.

To fulfil delivery of your order, we may share your name, delivery address, email address and/or phone number with Royal Mail, parcel carriers, courier services and fulfilment partners where necessary for delivery, tracking and service updates.

4. Accounts and registration

If you create an account with us, we use your personal data to provide account functionality, remember your details for future orders, allow you to view order history, and help you manage your addresses and preferences.

You are responsible for keeping your login credentials confidential. Please contact us promptly if you believe your account has been accessed without your permission.

Where guest checkout is used, we still create a limited account or order record within the same underlying customer database used for standard accounts, but with reduced scope and functionality. We use this information to process payment, fulfil the order, arrange delivery, deal with returns or refunds, provide customer service, prevent fraud, and maintain necessary business and legal records. Even where no full customer account is created, certain personal and transaction data may need to be retained for legal, tax, accounting, and contractual reasons, including VAT record-keeping obligations.

5. Live chat, AI chat and image uploads

If you use our live chat or AI chat, we may process the information you submit through those tools, including your messages, any personal data you choose to provide, technical metadata relating to the interaction, and any images you upload.

We use this information to respond to customer service queries, help identify appliance model numbers and parts, support parts compatibility queries, improve the operation and security of our website tools, and maintain service records.

If you upload images to our AI chat, those images may contain personal data visible within the image, such as names, addresses, labels, serial numbers, or background details.

We process uploaded images only for the purpose of handling your query, such as helping identify an appliance model number, rating plate, or relevant spare part.

Uploaded images are converted into a format suitable for processing and are not retained by us after that processing is complete, unless retention is required for security, abuse prevention, troubleshooting, or a legal obligation.

Please avoid uploading unnecessary personal information where possible.

Our live chat and customer service systems are operated in-house. We do not share chat content with third-party live chat or customer service providers unless this is necessary for a specific legal or operational reason.

6. Marketing and service communications

We do not operate general mailing lists or newsletter subscriptions as part of our normal website operation.

We may send service-related communications where necessary in connection with your account or order, including account creation emails, password reset emails, order confirmations, dispatch updates, delivery updates, returns updates, and other important communications relating to your purchase or customer record.

If our marketing practices change in future, this Privacy Notice will be updated accordingly.

7. Cookies and similar technologies

We use cookies and similar technologies to operate our website, keep the basket and checkout working, remember your preferences, measure website performance, understand how our website is used, and where appropriate support analytics, advertising and remarketing.

These technologies may include cookies, local storage, tags, scripts, pixels and similar tools used by us and by third-party providers such as analytics and advertising partners.

Some cookies and similar technologies are strictly necessary for the website to function properly. Others are optional and are used only where permitted by law and in line with your cookie choices.

Where used, analytics, Google Ads, and remarketing technologies help us understand website usage, measure campaign performance, and show or measure advertising more effectively.

You can manage your preferences through our cookie banner or cookie settings tool, and you can also control certain technologies through your browser settings. Please note that disabling strictly necessary technologies may prevent parts of the website, including checkout, from functioning correctly.

For more detail about the specific cookies and technologies we use, their purpose, and how long they last, please see our Cookie Notice or cookie settings tool where available.

8. Who we share data with

We only share personal data where necessary to operate our business, process orders, provide website functionality, or comply with legal obligations.

Depending on how you use our website, we may share personal data with:

payment service providers, where needed to authorise, process or administer payments;
delivery and courier providers, where needed to dispatch, deliver and track orders;
analytics and advertising providers, including Google services, where those technologies are used on our website and in line with your cookie choices;
regulators, law enforcement agencies, courts or other authorities where required by law or to establish, exercise or defend legal claims.

We do not sell your personal data.

9. International transfers

Some of our service providers may process personal data outside the United Kingdom. Where this happens, we take steps intended to ensure that your personal data remains protected using appropriate safeguards required by applicable data protection law.

You can contact us if you would like more information about any relevant international data transfer safeguards we rely on.

10. Data retention

For guest accounts we keep personal data only for as long as necessary for the purposes for which it was collected, including order fulfilment, delivery, customer service, returns and refunds, fraud prevention, legal compliance, tax and accounting record-keeping, and the handling of disputes or legal claims.

We do not retain every item of customer account or order data for the same period. Retention periods vary depending on the type of data and the reason we need it. Where personal data forms part of an order-related business record, some of that personal data may need to be retained for defined periods so that the retained record remains identifiable, auditable, and intelligible.

Our general retention approach for guest accounts or account deletion requests is as follows:

Name and delivery address: may be retained as part of the core order record for up to 6 years after delivery, where needed for contractual, legal, tax, accounting, audit, dispute-handling, and record-keeping purposes.
Phone number: may be retained for up to 1 month after delivery, where needed for delivery issues and immediate post-delivery order queries. After that point, we do not normally consider it necessary to retain the phone number for those purposes.
Email address: may be retained for up to 1 year after delivery, where needed for warranty, aftersales administration, returns, and related customer service purposes. After that point, we do not normally consider it necessary to retain the email address for those purposes alone and it may be removed unless another lawful basis for retention applies.
Order, invoice, payment status, transaction reference, delivery, returns, and related business records: may be retained for up to 6 years, and in some cases longer where required by law or where reasonably necessary for the establishment, exercise, or defence of legal claims.

This approach reflects the fact that UK data protection law requires data minimisation and storage limitation, while VAT and related business record-keeping obligations may require the retention of certain order-related records for at least 6 years.

Where we no longer need personal data in identifiable form, we may delete it, redact it, or anonymise it.

11. Your rights

Depending on the circumstances, you may have the right to:

request access to your personal data;
request correction of inaccurate or incomplete data;
request erasure of your personal data;
request restriction of processing;
object to processing carried out on the basis of legitimate interests;
object to direct marketing at any time;
request transfer of your data to you or another provider in a portable format, where applicable;
withdraw consent at any time where we rely on consent.

To exercise any of these rights, please contact us using the details below. We may need to verify your identity before acting on a request.

12. Security

We take reasonable technical and organisational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, unauthorised disclosure, or unauthorised access.

No method of transmission over the internet or method of electronic storage is completely secure. However, we work to protect the information we hold and to limit access to it to those who need it for legitimate business purposes.

13. Children

Our website and services are not intended for children. We do not knowingly collect personal data from children in connection with online purchasing. If you believe a child has provided personal data to us, please contact us so that we can review and, where appropriate, delete the information.

14. Third-party links

Our website may contain links to third-party websites or services. We are not responsible for the privacy practices, content or security of those third-party websites. You should read their privacy notices before submitting personal data to them.

15. Changes to this notice

We may update this Privacy Notice from time to time to reflect changes in legal requirements, our services, or how we use personal data. The latest version will always be posted on this page and the "Last updated" date will show when it was most recently revised.

16. Contact and complaints

If you have questions, concerns, or requests relating to this Privacy Notice or your personal data, please contact us:
Email: Customer Services
Postal address: Spares2Repair LTD, UNIT B Lake Works, Cranleigh Road, Portchester, PO16 9DR

If you are unhappy with how we handle your personal data, you also have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection matters.

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