Privacy & Cookies

UNDERFLOOR STORE PRIVACY POLICY

This privacy policy is for this website underfloorstore.co.uk, owned and operated by Underfloor Store ("we", "us", "our").

We are committed to protecting your privacy and ensuring your personal data is handled safely and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who We Are:

Data Controller

Underfloor Store

Correspondence Address:

Suite 21, Mount Pleasant Road, Fairways House, Southampton, Hampshire, SO14 0QB

email: theteam@underfloorstore.co.uk

INFORMATION WE COLLECT:

When you create an account on our website, buy a product from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.

To fulfil our obligations under that contract, we must process the information you provide. Some of this information may be personal, such as:

• Name and company name
• Billing & Delivery Address
• Email address & phone number
• Account log in details
• Enquiries, messages and correspondence
• Marketing preferences
• IP address, browser type and device information
• Website usage data
• Cookies

HOW WE USE THIS INFORMATION:

We require this information to understand your needs and provide you with a better service, in particular for the following reasons:

• For our own internal records
• To improve the products and services we provide
• To contact you in response to a specific enquiry
• To customise the website for you
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• Analytics from Google Analytics
  Personal Data: Cookies and Usage Data

·    

SECURITY:

We are committed to ensuring your information remains secure. To prevent unauthorised access or disclosure, we have implemented appropriate physical, electronic, and managerial procedures to protect the information we collect online.

INFORMATION RELATING TO YOUR METHOD OF PAYMENT:

At the online payment stage, you are redirected to a secure page on the website of WorldPay / PayPal / Amazon. That page may be branded to resemble a page on our website, but it is not managed by us. Payment information is only handled by Underfloor Store if you choose to pay over the phone.

Access to your payment details is restricted to authorised staff and will be entered directly into the Worldpay system. We do not store full card details on our systems.

CREDIT REFERENCE:

To help prevent fraud, we share information with credit reference agencies when it concerns customers who instruct their credit card issuer to cancel payment to us without providing a valid reason and allowing us the opportunity to refund their money.

SENDING A MESSAGE TO OUR SUPPORT TEAM:

When you contact us, whether by telephone, through the website, or via email, we collect the data you provide to respond with the information you need. We record your request and our reply to improve the efficiency of our service. We retain personally identifiable information linked to your message, such as your name and email address, to track our communications with you and ensure high-quality service.

COMPLAINTS:

When we receive a complaint, we record all the information you provide us. We use this information to resolve your complaint. If your complaint reasonably requires us to contact another person, we may choose to share some details of your complaint with that individual. We do this as infrequently as possible, but it is entirely at our discretion whether we share information and, if so, which details we share. We may also compile statistics from this information to assess the quality of our service, but in a manner that does not identify you or anyone else.

HOW WE USE COOKIES

Cookies are small text files saved on your computer’s hard drive by your web browser whenever you visit a website. They allow information gathered on one webpage to be stored for use on another, helping the website offer you a personalised experience and providing the website owner with statistics about your usage to help improve the site. Some cookies may only last for a certain period, such as one day or until you close your browser. Others may last indefinitely.

Our website uses cookies to improve the user experience during your visit. When applicable, this website features a cookie control system that, on your first visit, prompts you to accept or decline cookies on your device. This conforms with recent legislation requiring websites to obtain explicit consent from users before storing or reading files like cookies on their devices.

When you first visit our website, we ask whether you agree to our use of cookies. If you decline, we will not use cookies during your visit except to record your non-consent for other purposes. If you choose not to use cookies or block them through your browser settings, some website functions may no longer be available. More information about the cookies we use can be found in our cookie policy.

PERSONAL IDENTIFIERS FROM YOUR BROWSING ACTIVITY:

Requests from your web browser to our servers for web pages and other content on our website are logged. We record information such as your geographical location, your internet service provider, and your IP address. We also store details about the software you are using to browse our site, including the type of computer or device and screen resolution.

We use this data collectively to assess the popularity of our web pages and our performance in delivering content to you. When combined with other information we know from previous visits, this data could potentially be used to identify you personally, even if you are not signed in to our website.

OUR USE OF REMARKETING:

Re-marketing involves placing a cookie on your computer when you browse our website so that we can show you an advert for our products or services when you visit another website. We may sometimes use a third party to provide re-marketing services. If you have given your consent to our use of cookies, you might see advertisements for our products and services on other websites.

LINKS TO OTHER WEBSITES:

Our website may contain links to other websites of interest. However, once you use these links and leave our site, please be aware that we do not have any control over those websites or any others. Therefore, we cannot be responsible for the protection and privacy of any information you provide while visiting such sites, which are not governed by this privacy statement. You should exercise caution and review the privacy statement applicable to the website in question.

CONTROLLING YOUR PERSONAL INFORMATION:

You may choose to limit how your personal information is collected or used in the following ways:

· When filling out a form on the website, look for the box you can tick to indicate that you do not want the information to be used for direct marketing purposes.

· If you previously agreed to us using your personal information for direct marketing, you can change your mind at any time by writing to us or emailing us at theteam@underfloorstore.co.uk.

We will not sell, share, or lease your personal information to third parties unless we have your permission or are legally required to do so. We may also use your personal information to send you promotional material about third parties that we believe might interest you, if you tell us you want this to happen.

ACCESS TO YOUR PERSONAL INFORMATION:

You can review or update your personally identifiable information whenever you like by logging into your account on our website. To request a copy of any information not available on our site, send us a request at theteam@underfloorstore.co.uk. After we receive your request, we will let you know when to expect the information and whether a fee is needed for its provision.

REMOVAL OF YOUR INFORMATION:

If you would like us to remove personally identifiable information from our website, you can contact us at theteam@underfloorstore.co.uk. This may limit the service we can offer you. When we receive any request to access, edit, or delete personal identifiable information, we will first take reasonable steps to verify your identity before providing access or taking any other action. This is important to protect your information.

CONTACT & COMMUNICATION:

Users contacting this website and/or its owners do so at their own discretion and provide any personal details requested at their own risk. Your personal information is kept private and stored securely until it is no longer needed or has no further purpose, as specified in the Data Protection Act 1998. Every effort has been made to ensure a safe and secure form-to-email submission process, but we advise users that they do so at their own risk when using such forms.

This website and its owners use any submitted information to provide you with additional details about the products or services they offer or to assist in responding to any questions or queries you may have submitted. This includes using your data to subscribe you to any email newsletter programme operated by the website, but only if this was made clear to you and your explicit permission was granted when submitting any form to email.

Alternatively, if you, the consumer, have previously purchased or enquired about purchasing a product or service related to the email newsletter, your details may be used. This is by no means an exhaustive list of your rights regarding receiving email marketing materials. Your details are not passed to any third parties.

EMAIL NEWSLETTER:

This website operates an email newsletter programme to inform subscribers about products and services offered by this site. Users can subscribe via an online automated process if they choose, but do so at their own discretion. Some subscriptions may be manually arranged through prior written agreement with the user. Subscriptions are managed in line with UK Spam Laws specified in the Privacy and Electronic Communications Regulations 2003. All personal details related to subscriptions are stored securely and in accordance with the Data Protection Act 1998.

No personal information is shared with third parties or exchanged with companies or individuals outside the organisation running this website. Under the Data Protection Act 1998, you can request a copy of the personal data held about you by the website’s email newsletter programme, subject to a small fee. To do so, please write to the business address listed in this website’s footer. Underfloor Store uses Mailchimp for its email marketing campaigns. Only the subscriber’s email address, first name, and last name are stored within the platform. Subscriber activity is tracked and stored in a database for future analysis and evaluation. This activity may include opening emails, forwarding emails, clicking links within the email content, and timestamps—this list is not exhaustive.

This information helps improve future email campaigns and tailor content to the user’s interests. In compliance with UK Spam Laws and the Privacy and Electronic Communications Regulations 2003, subscribers can unsubscribe at any time via an automated system. This process is explained in the footer of each email campaign. If an automated unsubscription option is unavailable, clear instructions on how to unsubscribe will be provided instead.

FEEDBACK VIA FEEFO

We use Feefo to collect customer feedback on our products and services. Feefo acts as both a data processor and data controller.

As a data processor, Feefo sends feedback invitation emails to customers on our behalf. As a data controller, Feefo manages the feedback you submit and our responses to it.

Personal data shared with Feefo: customer name, email address, and details of products purchased. This data is obtained through our order process.

Purpose: To request feedback via email and enhance our products and services.

Legal basis: Legitimate interests: We have assessed that requesting feedback benefits both our business and customers. For more information on how Feefo processes data, please refer to the Feefo privacy policy.

CONTROLLING INFORMATION ABOUT YOU:

To opt out of receiving communications from us by email, post, or telephone, please email theteam@underfloorstore.co.uk. To opt out of this website collecting cookies, please activate the relevant setting on your browser to refuse all or some cookies. Please note that this may affect access to certain parts of this website.

EXTERNAL LINKS:

Although this website aims to include only quality, safe, and relevant external links, users are advised to exercise caution before clicking any external web links listed throughout this website. (External links are clickable text, banners, or image links to other websites.) The owners of this website cannot guarantee or verify the contents of any externally linked website despite their best efforts.

Users should therefore be aware that they click on external links at their own risk, and this website and its owners cannot be held liable for any damages or consequences resulting from visiting any external links mentioned.

SOCIAL MEDIA PLATFORMS:

Communication, engagement, and actions undertaken via external social media platforms that this website and its owners participate in are subject to the terms, conditions, and privacy policies of each respective social media platform. Users are advised to use social media platforms wisely and to communicate or engage with caution regarding their own privacy and personal details.

Neither this website nor its owners will ever request personal or sensitive information through social media platforms and recommend that users wishing to discuss sensitive matters contact them through primary channels such as telephone or email. This website may utilise social sharing buttons that allow users to share web content directly from the pages to the respective social media platforms. Users should be aware that, when using such social sharing buttons, they do so at their own risk and that the social media platform may track and record their request to share a web page via their social media account.

SHORTENED LINKS IN SOCIAL MEDIA:

This website and its owners may share links to relevant web pages through their social media accounts. By default, some social media platforms shorten lengthy URLs such as underfloorstore.co.uk. Users are advised to exercise caution and good judgment before clicking any shortened URLs shared by this website and its owners on social media. Despite efforts to ensure only genuine URLs are published, many social media platforms are vulnerable to spam and hacking. Therefore, this website and its owners cannot be held liable for any damages or issues resulting from visiting shortened links.

POLICY UPDATE:

Underfloor Store may revise this privacy policy occasionally as needed. The terms that apply to you are those published on our website on the day you access it. We recommend printing a copy for your records.

Always check this page for the latest version. Last updated: 22/01/2026