Privacy Policy

Last updated: 15 October 2026

Who We Are

Refill Store Ltd is responsible for the personal information described in this policy.

Company number: 17241607
Address: 20 Watkin Lane, Lostock Hall, Preston, PR5 5RD
Email: sales@refillstore.co.uk
Telephone: 01772 378911

This policy explains how we use personal information when you browse our website, create an account, contact us or place an online order.

Information We Collect

Your name, billing and delivery addresses, email address and telephone number when you provide them.
Account details, order history, payment status and transaction references.
Messages and information you send us about enquiries, deliveries, returns or product problems.
Technical information such as your IP address, browser, device and website requests recorded when you visit.
Website usage information collected through Google Analytics if you accept Analytics.

We receive information directly from you and may receive payment or delivery updates from the providers handling your order.

How and Why We Use Your Information

Orders and customer service: to process payments, supply products, arrange delivery and deal with enquiries, cancellations and returns. Our lawful basis is performing our contract with you or taking steps at your request before a contract.
Business records: to meet accounting, tax and other legal obligations. Our lawful basis is compliance with legal obligations.
Security and administration: to protect the shop, prevent misuse and fraud, maintain records and resolve disputes. We rely on our legitimate interests in running and protecting our business, balanced against your rights.
Google Analytics: to understand website use and improve the shop. We rely on your consent.

We need certain contact, payment and delivery information to fulfil an order. If you do not provide the necessary information, we may be unable to process it.

We do not send marketing emails or newsletters and do not use Facebook or Meta tracking on this website.

Who Receives Your Information

We share relevant information where necessary with:

Krystal Hosting: to host and operate the website and its database.
PayPal or Stripe: to process your chosen payment and help prevent fraud.
Royal Mail: to deliver and track your order.
Google: to provide Analytics when you have accepted it.
Professional advisers, public authorities or other organisations where necessary to meet legal obligations or establish, exercise or defend legal claims.

Payment details are handled through the relevant payment provider. We receive transaction information needed to manage your order, rather than your full card details.

Providers may also use information for their own purposes, such as fraud prevention and meeting legal obligations. Their privacy notices explain this:

Cookies and Google Analytics

The shop uses essential cookies to support functions such as your basket, account login and checkout.

Google Analytics is optional. Its tag is only loaded after you select Accept Analytics. It helps us understand information such as pages visited, how visitors find the website and the devices they use.

You can select Reject Analytics and continue shopping normally. To change your choice, use the Cookie settings button on the website. Withdrawing consent does not affect processing that took place before withdrawal.

Your Analytics choice is stored in your browser for up to 180 days. Clearing browser storage or using another browser or device may mean you are asked again.

You can also manage cookies through your browser settings. Blocking essential cookies may prevent parts of the shop from working.

More information is available in Google’s explanation of how it uses information from websites using its services.

International Processing

Some providers, including Google, PayPal and Stripe, operate internationally and may process personal information outside the UK. Their privacy notices explain their processing locations and the safeguards they use for international transfers. Contact us if you would like further information about the arrangements relevant to your information.

How Long We Keep Information

Retention depends on why information is needed. We take account of accounting and tax requirements, outstanding orders, returns, enquiries and the need to resolve disputes or legal claims.

Account information is needed while an account is maintained. You can ask us to close your account, although records needed for legal obligations or outstanding matters may still need to be retained.

Google Analytics is configured to retain event-level data for 2 months and user-level data for 14 months. These limits do not apply to most standard reports based on aggregated data.

Your Data Protection Rights

Depending on the circumstances, you may have rights to access your personal information, correct it, request its deletion, restrict its use, object to processing or receive certain information in a portable format.

Where we rely on consent, you can withdraw it at any time. These rights are subject to applicable conditions and exemptions.

To make a request, contact sales@refillstore.co.uk. We may need to confirm your identity before providing information.

Questions and Complaints

Please contact us if you have questions or concerns about how we use your information.

You also have the right to complain to the Information Commissioner’s Office, the UK data protection regulator. Visit ico.org.uk/make-a-complaint.

Changes to This Policy

We may update this policy when our services or processing arrangements change. The date at the top shows when it was last updated.