Privacy Policy

01

Who we are

The Ratchet Shop Ltd is the data controller for your personal information. We are registered in England and Wales, company number 10072458, with our registered office at Nutting Grove, Upend, Newmarket, Suffolk, CB8 9PL. We are registered with the Information Commissioner's Office (ICO), registration number ZB131407.

Contact us about anything in this policy at info@theratchetshop.com, by phone on 01638 731 608 (Monday to Friday, 9am to 5pm) or by post at the address above.

02

What we collect

Order and account details: your name, delivery and billing address, email address, phone number, what you bought and your order history.
Payment details: payments are handled by Shopify Payments and PayPal. We do not see or store your full card number.
Messages: what you send us by email, phone, live chat or our contact and quote forms.
Reviews: if you leave a review through REVIEWS.io, your review and the name you choose to show.
Technical and usage information: your device, browser, IP address and how you use our site, collected through cookies and similar technologies. See our Cookie Policy.
Marketing preferences: whether you have signed up to our emails.

03

How we use it and our legal basis

What we do	Legal basis
Process and deliver your order, handle returns and warranty claims, and keep you updated about your order	To perform our contract with you
Take payment and prevent fraud	Contract, and our legitimate interest in preventing fraud
Answer your questions, quotes and complaints	Our legitimate interest in providing customer service, or to take steps before entering a contract with you
Keep tax and accounting records	To comply with our legal obligations
Send marketing emails	Your consent, or for existing customers, our legitimate interest in telling you about similar products (you can opt out at any time)
Analytics and advertising cookies	Your consent, given through our cookie banner
Improve our website and products	Our legitimate interest in running and developing our business

04

Who we share it with

We do not sell your personal information. We share it only with companies that help us run our business, who may only use it to provide their service to us:

Shopify, which hosts our shop and processes payments
PayPal, if you pay by PayPal or use Pay Later
Our delivery couriers, so they can deliver your order: DPD and Evri (formerly Hermes), and pallet carriers for larger orders
Gorgias, which runs our live chat and customer service inbox
REVIEWS.io, which collects and shows customer reviews
Google, Meta and Microsoft, for analytics and advertising, only where you have agreed to cookies, and Meta's order data sharing
Mailchimp, which sends our marketing emails
Our accounting software and accountants: Sage
Professional advisers, and authorities where the law requires it

05

International transfers

Some of these providers, including Shopify, Google, Meta and Microsoft, store or process data outside the UK, including in the United States and Canada. Where they do, the transfer is protected by UK adequacy regulations or by approved safeguards such as the UK International Data Transfer Addendum.

06

How long we keep it

Order and accounting records: 6 years after the end of the financial year they relate to, as required for tax purposes.
Customer service messages: 2 years after your last contact.
Marketing preferences: until you unsubscribe, then a suppression record so we do not email you again.
Cookies: see our Cookie Policy.

07

Keeping it secure

Our site uses encrypted connections (HTTPS). Access to customer information is limited to staff who need it, protected by passwords, and our staff are bound by confidentiality.

08

Your rights

Under UK data protection law (the UK GDPR and the Data Protection Act 2018) you have the right to:

ask for a copy of the personal information we hold about you
ask us to correct anything inaccurate or incomplete
ask us to delete your information, where we no longer need to keep it
object to, or ask us to restrict, how we use it
ask us to transfer information you gave us to another organisation
withdraw your consent at any time, for example by unsubscribing or changing your cookie settings

To use any of these rights, contact us using the details above. There is no charge, and we will respond within one month.

09

Complaints

If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

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