01 Who we are

This website is operated by Wood Pellets Co. We sell wood pellets, firewood, charcoal and briquettes to customers across the UK and Europe.

For the purposes of data protection law, we are the data controller responsible for your personal data. If you have any questions about this policy, you can reach us using the contact details at the end of this page.

02 The data we collect

We collect and process the following categories of personal data:

Information you give us

• Identity and contact details — your name, billing and delivery addresses, email address and phone number.
• Order information — the products you buy, order history, and any delivery instructions you provide.
• Payment information — processed securely by our payment provider. We do not store full card details on our own systems.
• Communications — the content of messages you send us by email, contact form, live chat or phone.
• Marketing preferences — whether you have chosen to receive our newsletter or other marketing.

Information we collect automatically

• Technical data — IP address, browser type and version, device information, time zone and operating system.
• Usage data — how you browse and use our website, including pages viewed and products of interest.
• Cookies — see our Cookies section below.

03 How and why we use your data

We only use your personal data where the law allows us to. Our purposes and the legal basis we rely on are:

• To process and deliver your orders — including taking payment and arranging delivery. Legal basis: performance of a contract.
• To manage our relationship with you — such as sending order confirmations, delivery updates and responding to enquiries. Legal basis: performance of a contract and our legitimate interests.
• To send marketing communications — such as our newsletter and seasonal offers, where you have opted in. Legal basis: your consent, which you can withdraw at any time.
• To improve our website and services — analysing usage to make the site work better. Legal basis: our legitimate interests.
• To comply with legal obligations — such as keeping accounting and tax records. Legal basis: legal obligation.
• To prevent fraud and keep our site secure. Legal basis: our legitimate interests and legal obligation.

04 Who we share your data with

We do not sell your personal data. We share it only with trusted third parties who help us run our business, and only for the purposes described above. These include:

• Payment providers — to process your payments securely (e.g. visa, stripe).
• Delivery and courier partners — to fulfil and deliver your order.
• IT, hosting and website providers — including our website host and e-commerce platform (e.g. Shopify).
• Email and marketing providers — to send newsletters and transactional emails (e.g. G-mail).
• Analytics providers — to understand how our site is used (e.g. Google Analytics).
• Professional advisers and authorities — such as accountants, or regulators and law enforcement where we are required to do so by law.

All our processors are required to keep your data secure and to use it only as we instruct.

05 International transfers

As we serve customers in both the UK and the EU, your data may be transferred to and processed in countries outside your own. Where we transfer personal data outside the UK or European Economic Area, we make sure it is protected by an adequate level of safeguards — for example, an adequacy decision, or Standard Contractual Clauses (and the UK International Data Transfer Addendum where relevant) approved for such transfers.

06 How long we keep your data

We keep your personal data only for as long as necessary to fulfil the purposes we collected it for, including to satisfy any legal, accounting or reporting requirements. Order and transaction records are typically retained for [6 years] to meet tax and legal obligations. Marketing data is kept until you unsubscribe or ask us to delete it. When data is no longer needed, we securely delete or anonymise it.

07 Cookies

Our website uses cookies and similar technologies to make it function, to remember your preferences, and to help us understand how the site is used. Essential cookies are necessary for the site to work; analytics and marketing cookies are used only with your consent.

You can manage or withdraw your cookie consent at any time through our cookie banner or your browser settings. For full details, please see our Cookie Policy.

08 Your rights

Under the UK and EU GDPR, you have the following rights over your personal data:

• Access — to request a copy of the personal data we hold about you.
• Rectification — to have inaccurate or incomplete data corrected.
• Erasure — to ask us to delete your data in certain circumstances.
• Restriction — to ask us to limit how we use your data.
• Portability — to receive your data in a portable format, or have it transferred to another provider.
• Objection — to object to processing based on our legitimate interests, and to direct marketing at any time.
• Withdraw consent — where we rely on your consent, you can withdraw it at any time without affecting prior processing.

To exercise any of these rights, please contact us using the details below. We will respond within one month. You will not usually have to pay a fee.

09 Marketing

We will only send you marketing emails if you have opted in. Every marketing email includes an easy way to unsubscribe, and you can change your preferences or opt out at any time by contacting us. Opting out of marketing will not affect the service messages we send about orders you have placed.

10 Data security

We use appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, misuse or alteration. This includes encryption of data in transit (SSL), restricted access to personal data, and secure, reputable service providers. While we take security seriously, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

11 Children's privacy

Our website and products are intended for customers aged 18 and over. We do not knowingly collect personal data from children. If you believe a child has provided us with their data, please contact us and we will delete it.

12 Changes to this policy

We may update this privacy policy from time to time to reflect changes in our practices or the law. Any changes will be posted on this page with a revised "last updated" date. We encourage you to review it periodically.

13 Contact us & complaints

If you have any questions about this policy or how we handle your data, or if you wish to exercise your rights, please contact us:

Wood Pellets Co.
Email: privacy@woodpellets-co.com

If you are in the UK and are not satisfied with our response, you have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk. If you are in the EU, you may complain to your local data protection authority.