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Home  Privacy and Cookie Policy

Privacy and Cookie Policy: Our Promise to Our Customers

We will always keep your data safe and secure. So that you are fully informed, here is why we need it and how we use it.

Privacy Policy

1. User Experience

We will only use your data to improve your experience when visiting or shopping on our website.

2. Security

We'll protect your data like it's our own.

3. Fully Informed

We'll give you a simple and understandable breakdown of where your information is processed, stored and then erased.

4. Email Marketing

We will only contact you about related products to the ones you have purchased. This can include special offers, hedging guides and information and also competitions. If you don't want to hear from us, we provide options at every stage to opt-out or unsubscribe from email marketing with just one click.

5. Your Personal Data

We won't just keep your personal information - if we don't need it, we'll delete it.

Protecting Your Privacy

At Hedges Direct, we are 100% committed to protecting the privacy and security of our customers and site visitors. Working in online retail, we appreciate how important privacy and security is. If you have any questions about how we Protect Your Privacy, please contact our Privacy Manager at [email protected]

Navigating this page

How We Use Your Information
How We Use Your Information

We use your information in a number of different ways - what we do depends on the information. The tables below set this out in detail, showing what we do, and why we do it.

1. Your Name and Contact Details

How we use your name and contact detailsWhy?
Deliver your purchases to youWe've got to do this to perform our contract with you (it's a bit hard to send your order if we don't use your name and contact details!)
Send you service messages by phone, text or e-mail such as order updatesWe've got to do this to perform our contract with you (so you can tell when your order is coming)
Sending you information by email or post, about our new products and servicesTo keep you up to date. We only send you information on related products or services to the products you have purchased. If you don't wish to receive this information, you can remove yourself at any time with just one click.
Fraud prevention and detectionTo prevent and detect fraud against either you or Hedges Direct - unfortunate, but absolutely essential
Showing you Hedges Direct adverts as your browse the webSo you can see our latest products and deals
Finding out what you, and other customers, likeTo ensure we are giving you what you want, and to stay ahead of the competition


2. Your Date of Birth

How we use your date of birthWhy?
Fraud prevention and protection To prevent and detect fraud against either you or Hedges Direct - unfortunate but absolutely essential


3. Your payment information

This means your card's security / CVV code - don't worry, we don't keep them.

How we use your payment informationWhy?
Take payment, and give refundsWe've got to do this to perform our contract with you
Fraud prevention and detectionTo prevent and detect fraud against either you or Hedges Direct - unfortunate but absolutely essential


4. Your Contact History With Us

What you’ve said to us — for example, over the phone, on instant chat, or on social media.

How we use your contact historyWhy?
Provide customer service and supportWe’ve got to do this to perform our contract with you, after all, you expect the best service from us
Train our staffSo that when you contact us, you get the best possible customer service


5. Purchase History and Saved Items

What you’ve bought and what you’ve stored in your basket for another time.

How we use your purchase history and saved itemsWhy?
Sell you thingsWe’ve got to do this to perform our contract with you — if you can’t put stuff into a basket, you can’t buy it!
Provide customer service and support, and handle returnsWe’ve got to do this to perform our contract with you
Finding out what you, and the other customers, likeTo ensure we are giving you what you want and to stay ahead of the competition. To do so, your information may be used for personal profiling, to help us to improve user experience across our website.


6. Information about your phone or laptop, and how you use our website

Information you give us when you browse our site, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website.

How we use information about your phone or laptop, and how you use our websiteWhy?
Improve our website and set default options for you (such as language and currency)To give you the best possible shopping experience
Protect our websiteTo prevent and detect fraud against either you or Hedges Direct – unfortunate, but absolutely essential — and to meet our legal obligations about looking after your data


7. Your responses to surveys, competitions and promotions

How we use your responses to surveys, competitions and promotionsWhy?
Run the survey, competition or promotionWe’ve got to do this to perform our contract with you — if we can’t use your entry, you can’t possibly win!

You don't have to give us any of this personal information but if you don't, you may not be able to buy from the site, and you are unlikely to receive our optimal overall customer experience. But that is your choice - and we respect that.

We also anonymise and aggregate personal information (so that it does not identify you) and use it for purposes including testing our IT systems, research, data analysis, improving our site, and developing new products and services. We may share this information with third parties, however as it is anonymous data it cannot be tracked back to you personally.

Sharing Your Information
Sharing Your Information

We do not, and will not, sell any of your personal data to any third party - including your name, address, email address or credit card information. We want to earn and maintain your trust, and we believe this is absolutely essential in order do that. However, we do share your data with the following categories of companies as an essential part of being able to provide our services to you, as set out in this statement:
  • Companies in the Hedges Direct group, as sometimes different bits of our group are responsible for different processing activities

  • Companies that do things to get your purchases to you, such as payment service providers, warehouses, order packers, and delivery companies

  • Professional service providers, such as marketing agencies, advertising partners and website hosts who help us run our business

  • Credit reference agencies, law enforcement and fraud prevention agencies, so we can help tackle fraud

  • Marketplace sellers where you place an order, and the relevant payment services (such as PayPal) where you choose to use their payment service

We may provide third parties with aggregated but anonymised information and analytics about our customers and, before we do so, we will make sure that it does not identify you.

Marketing Messages
Marketing Messages

We will only send you marketing messages about products or services related to the ones you have purchased via email, to keep you up to date with what we're up to and to help you see and find our products.

How to stop marketing messages from Hedges Direct Ltd
You can stop receiving marketing messages from us at any time.

You can do this by:
  • Verbally informing the advisor taking your order over the telephone that you do not wish to receive marketing messages

  • Clicking on the 'unsubscribe' link in any email

  • Contacting our Privacy Manager at [email protected]

Once you do this, we will update your profile to ensure that you don't receive further marketing messages. Please note that, as Hedges Direct comprises a complex web of many inter-connecting services, it might take a few days for all our systems to be updated, so you might get messages from us while we process your request.

Stopping marketing messages will not stop service communications (such as order updates or where you have expressed an interest in an activity at Hedges Direct, for example The Hedging Network).

Seeing Adverts for Hedges Direct Online
Seeing Adverts for Hedges Direct Online

As part of our marketing activities, we engage in online advertising, to keep you aware of what we're up to and to help you see and find our products.

Like many companies, we target Hedges Direct banners and adverts to you when you are on other websites. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook's Custom Audience service.

The banners and ads you see will be based on information we hold about you, or your previous use of Hedges Direct (for example, your Hedges Direct search history, and the content you read on Hedges Direct) or on Hedges Direct banners or ads you have previously clicked on.

Your Information and Countries Outside Europe
Your Information and Countries Outside Europe

Hedges Direct processes and holds all its data within the UK and the European union and its data is subject to all current UK and EU data protection and usage regulations.

Further information on these regulations can be accessed via the Information Commissioner's Office website, particularly with regard to the two main sets of regulations applicable to Hedges Direct, which are the 'Guide to Privacy and Electronic Communications Regulations' (PECR) and 'General Data Protection Regulations' (GDPR).

Click here to visit the ICO's website.

Keeping Your Information
Keeping Your Information

We'll only hold on to your information for as long as is needed to be able to provide services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.

If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep or hold of some of your information as required, even after you have closed your account or it is no longer needed to provide the services to you.

Your Rights
Your Rights

You have a lot of rights relating to your personal information:

  • The right to be informed about how your personal information is being used

  • The right to access the personal information we hold about you

  • The right to request the correction of inaccurate personal information we hold about you

  • The right to request that we delete your data, or stop processing it or collecting it, in some circumstances

  • The right to stop direct marketing messages, which you can do by unsubscribing from our marketing messages or contacting our Privacy Manager at [email protected] and to withdraw consent for other consent-based processing at any time

  • The right to request that we transfer or port elements of your data either to you or another service provider

  • The right to complain to your data protection regulator - in the UK, the Information Commissioner's Office


The contact details for the Information Commissioners Office are as follows:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 11

If you want to exercise your rights, have a complaint, or just have questions, please contact us.

Changes to How We Protect Your Privacy
Changes to How We Protect Your Privacy

We may change this page from time to time, to reflect how we are processing your data.

If we make significant changes, we will make that clear on the Hedges Direct website or other Hedges Direct services, or by some other means of contact such as email, so that you are able to review the changes before you continue to use Hedges Direct.

Cookies
Cookies

Our website uses cookies. By using our website you consent to all cookies in accordance with our Cookie Policy.

A number of our pages use cookies to remember details about your site preferences when you visit, this is to ensure you have the best experience on our website. By using our website you consent to all cookies in accordance with our Cookie Policy. We are currently undergoing site development that once completed will enable our customers to have more control over their consent to cookies by providing an 'opt out 'option.

Also, some videos embedded in our pages use a cookie to anonymously gather statistics on how you got there and what videos you visited which helps us to know what content is of interest and informs what we do in the future, so that we can enhance customer experience.

Enabling these cookies is not strictly necessary for the website to work but it will provide you with a better browsing experience. You can delete or disable cookies in your browser settings, but if you do so, some features of this site may not work as intended and your user experience may be affected.

The cookie-related information we gather from the cookies placed on your device is in no way used to identify you personally and the pattern data is fully under our control. These cookies are not used for any purpose other than those described here.

How to Contact Us
How to Contact Us

We always want to hear from our customers (especially if you feel we've let you down or could do better).

If you:
  • Have any questions or feedback about this notice

  • Would like us to stop using your information

  • Want to exercise any of your rights as set out above, or have a complaint

Please don't hesitate to contact our Privacy Manager, who will be happy to answer any questions you may have.

You can contact our privacy team by dropping us a line at [email protected]. Or if you'd like to, you can write to us at:

Hedges Direct
York House
Ackhurst Business Park
Foxhole Road
Chorley
Lancashire
PR7 1NY
UK



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