Privacy Policy

Privacy Policy

1. Who We Are

This website is operated by Glen Dimplex UK Limited, a company registered in England and Wales under company number 01313016. Our registered office is at Dimplex Millbrook House, Grange Drive, Hedge End, Southampton, England, SO30 2DF.

For the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, Glen Dimplex UK Limited is the data controller.

If you have any questions about how we handle your personal data, or wish to exercise any of your data protection rights, please contact us via our support centre at support.shopdimplex.com. You can also write to us at the registered office address above, marked for the attention of the Data Protection team.

2. What Personal Data We Collect

a) Data You Provide Directly

• Name, email address, delivery and billing address, and telephone number when placing an order
• Payment information (processed securely by Shopify Payments, PayPal, or Klarna — we do not store full payment card details)
• Account login credentials if you create an account
• Your correspondence with us via our support centre or live chat
• Reviews or feedback you submit

b) Data Collected Automatically

• IP address, browser type, device type, and operating system
• Pages visited, time spent on pages, referring website, and click data (via cookies and analytics tools)
• Shopping behaviour and browsing history on our website

c) Data From Third Parties

• Payment processing data from Shopify Payments, PayPal and Klarna
• Delivery status and tracking data from DPD
• Marketing engagement data if you interact with our advertising

d) Where We Need Personal Data

Where personal data is required to fulfil an order or comply with legal obligations, failure to provide that information may prevent us from processing your order or providing requested services.

e) Children's Privacy

Our website and services are not intended for children under the age of 13, and we do not knowingly collect personal data from children. If we become aware that we have collected personal data from a child, we will take reasonable steps to delete it as soon as possible.

3. How We Collect Your Personal Data

• Directly from you when you place an order, create an account, register a warranty, contact customer services, or subscribe to marketing communications.
• Automatically through cookies, analytics technologies, and website interactions.
• From third-party service providers such as payment providers and delivery partners.
• Where you use a Dimplex mobile application, connected product, or other smart device service, we may collect and process additional information necessary to provide those services.

4. How We Use Your Personal Data

We use your personal data for the following purposes and on the following legal bases:

• To process and fulfil your orders — legal basis: performance of a contract
• To process payments and prevent fraud — legal basis: performance of a contract and legitimate interests
• To send order confirmation, dispatch notifications and delivery updates — legal basis: performance of a contract
• To provide customer service and handle returns or refunds — legal basis: performance of a contract
• To send marketing communications where you have opted in — legal basis: consent
• To improve our website through analytics — legal basis: legitimate interests
• To comply with legal obligations — legal basis: legal obligation
• For security updates — for connected products, we may process device information to provide security patches.

5. Marketing Communications

We will only send you marketing emails or other promotional communications if you have given us your explicit consent. You can withdraw consent at any time by:

• Clicking the 'unsubscribe' link in any marketing email

Withdrawing your consent does not affect the lawfulness of processing carried out before the withdrawal. Once you withdraw consent, we will cease sending marketing communications and will instruct Klaviyo to suppress your details from active marketing activities. Please note that withdrawal of consent does not require us to delete your data where we hold it on a separate lawful basis, such as for order fulfilment or legal compliance.

6. Cookies

We use cookies and similar tracking technologies on our website. We use Pandectes to manage your cookie preferences. When you first visit our site you will be presented with a cookie banner allowing you to accept, reject, or customise your preferences.

For full details please see our Cookie Policy.

7. Sharing Your Personal Data

We share your personal data with the following third parties only where necessary to provide our services. We have contracts in place requiring them to keep your data secure and to use it only on our instructions:

• Shopify Inc. — our e-commerce platform provider
• PayPal (Europe) S.a.r.l. et Cie, S.C.A. — payment processing
• Klarna Bank AB — payment processing and buy now pay later services
• DPD Group UK Limited — delivery and logistics
• Klaviyo Inc. — email marketing platform (where you have consented to marketing)
• Google LLC — analytics and advertising (subject to your cookie preferences)
• Pandectes — cookie consent management

We may also disclose your personal data where required to do so by law, or to law enforcement or regulatory bodies with a lawful right of access. In the event of a sale or restructuring of our business, we may transfer your personal data to the relevant purchaser. We do not sell your personal data to third parties.

8. International Data Transfers

Some of our third-party processors are based outside the UK. Where we transfer personal data internationally, we ensure appropriate safeguards are in place:

• Klaviyo Inc. (United States) — data is transferred under the UK Extension to the EU-US Data Privacy Framework. In the event the Framework is invalidated, Standard Contractual Clauses apply as the fallback transfer mechanism.
• Google LLC (United States) — data is transferred under the UK Extension to the EU-US Data Privacy Framework.
• Shopify Inc. (Canada) — Canada benefits from a UK adequacy decision, meaning transfers are lawful without additional safeguards.

9. How We Protect Your Personal Data

We are committed to keeping your personal data safe. We have appropriate technical and organisational measures in place to protect it against accidental or unlawful loss, alteration, or unauthorised access or disclosure. We limit access to your personal data to those who have a genuine business need for it, and they are subject to a duty of confidentiality. Please help us keep your account secure by keeping your login details confidential.

10. How Long We Keep Your Data

• Order and transaction data: 7 years (UK tax and accounting obligations)
• Customer account data: for the duration of your account plus 2 years after last activity
• Marketing consent records: until you withdraw consent, plus 3 years
• Returns and complaints records: 6 years from resolution

We may retain personal data for longer where we are required to do so by law, or where it is necessary to establish, exercise or defend legal claims.

11. Your Data Protection Rights

Under UK data protection law, you have the following rights in relation to your personal data:

• Right of access — to ask for a copy of the personal data we hold about you.
• Right to rectification — to ask us to correct personal data that is inaccurate or incomplete.
• Right to erasure — to ask us to delete your personal data in certain circumstances.
• Right to restrict processing — to ask us to limit how we use your personal data in certain circumstances.
• Right to object — to object to processing based on our legitimate interests, and to object to direct marketing at any time.
• Right to data portability — to ask us to transfer your personal data to you or another provider in a structured, commonly used, machine-readable format, in certain circumstances.
• Rights relating to automated decision-making — not to be subject to a decision based solely on automated processing where it produces legal or similarly significant effects.
• Right to withdraw consent — where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, please contact us via our support centre at support.shopdimplex.com. We will respond within the timescales required by law.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection, at ico.org.uk/make-a-complaint. We would appreciate the chance to resolve your concerns directly before you approach the ICO, so please do contact us first.

12. Changes to This Policy

This privacy policy was last updated on 10 July 2026. We may update it periodically, and we encourage you to review it from time to time. Where changes are significant, we will notify you by placing a notice on our website or, where appropriate, by email.