Privacy and cookie policy

ProCook is the data controller for information that we collect through all of our channels including our website, social media, over the phone and through emails.

ProCook® is the Data Controller, registered with the ICO under registration number ZA091245.

References in this Privacy Policy to "we", "us" and "ProCook" are to ProCook® (Company registration number: 06639057. V.A.T No: 414068518), the registered company address of ProCook® is: ProCook, 10 Indurent Park, Gloucester, GL10 3EZ. United Kingdom

Contractual

We must process your personal information to comply with our contractual obligations.

For example:
When you place an order with us, this creates a contract between us. To fulfil your order and complete the contract we must process some of your personal details - for example, your name and address. Without these details we are unable to fulfil your order.

Legal Obligation

Under some circumstances we may need to process your data for legal reasons.

For example:
If there is a product recall or if we need to check that you are allowed to buy age restricted products.

Legitimate Interests

In specific situations, we require your data to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.

For example:
Aggregating and analysing your customer data to understand shopping trends and identify customer segments;
If you have previously bought from us, sending you relevant emails with offers you may be interested in;
Showing you adverts related to products you have viewed on other websites, including on social media.

Consent

We may ask you for permission to process your personal data for specific reasons. We will only use your consent for the specific purposes stated, and you may withdraw it at any time.

For example:
We may wish to send you a happy birthday message or offer. We will only hold your birthday on file if you give us your express consent.

We collect the following personal information:

Your name and (if relevant) company name.

Contact information including phone number and e-mail address.

Billing and delivery addresses.

Payment card details.

Where required proof of identity for age verification. This maybe direct or from agencies such as Experian.

Your feedback via phone, email, post or social media.

Account login details for our services, including your username and chosen password.

Your marketing preferences.

Information about when and how you use our websites. This includes the device information such make, model, browser and IP address.

To deliver the best possible web experience, we collect technical information about your internet connection and browser as well as the country where your computer is located, the web pages viewed during your visit, the advertisements you clicked on, and any search terms you entered.

Through our checkout process at our retail outlets, when you place orders on our website or over the telephone if you place your order in this manner.

When you create an account with us.

When you communicate to us through our online contact forms, email or instant messaging.

When you enter prize draws, competitions or complete a survey.

When you review our products and services.

When you interact with us through our social media sites.

Placing an order

The information you provide us with is required to process your order, including taking the payment and delivering the goods. We may also need to contact you if we need to discuss any aspect of your order, for example stock delays, discontinued products, recalls or if we believe you have ordered incorrect items.

We need to carry out age verification if you purchase any knives or bladed items.

When you participate in a competition, prize draw, giveaway or offer, or sign up to attend one of our events, either through ProCook or indirectly through a third party, the information obtained will be used to administer competitions and manage events, including securing your registration at an event, and selecting and contacting prize winners.

If you provide the personal information of another customer for one of our events, we will assume you have the consent of any named individuals to provide their personal information for these purposes.

Full details of our event management partner's privacy policy can be found on their website or on the event registration form.

Your information will be deleted shortly after the promotion or event has finished, unless you have signed up to receive marketing communications from us.

Marketing

We like to tell you about our great offers, ideas, and products that we think will be of interest. Where we have your consent or it is in our legitimate interests to do so, we may do this through the post, by email, text message or by any other electronic means. However, we won't send you marketing messages if you tell us not to.

When you order you can tick a box to remove yourself from our email marketing and all our subsequent marketing emails give you the option to opt out.

We use automated decision making, including profiling, in certain circumstances, such as when it is in our legitimate interests to do so, or where we have a right to do so because it is necessary for us to enter into, and perform, a contract with you. We use profiling to enable us to give you the best service possible including specific marketing which we believe you will be interested in.

For example:
We use your shopping and browsing history to make suggestions to you on other products which we believe you will be interested in. We use information about how you browse our website to make improvements to the experience for all customers.

Competitions and events

When you participate in a competition, prize draw, giveaway or offer, or sign up to attend one of our events, either through ProCook or indirectly through a third party, the information obtained will be used to administer competitions and manage events, including securing your registration at an event, and selecting and contacting prize winners.

If you provide the personal information of another customer for one of our events, we will assume you have the consent of any named individuals to provide their personal information for these purposes.

Full details of our event management partner's privacy policy can be found on their website or on the event registration form.

Your information will be deleted shortly after the promotion or event has finished, unless you have signed up to receive marketing communications from us.

Your rights

You have the right not to be subject to a decision based solely on automated processing, including profiling, which has legal effects for you or affects you in any other significant way.

If you wish to amend your preferences, please see the 'How can you control your personal information?' section or contact us using the details in the 'Contact Us' section below.

We sometimes share your personal data with trusted third parties.

ProCook will only provide the information needed by the third party to perform their service under a specific contract.

We work closely with them to ensure that your privacy is respected and protected at all times.

If we stop using their services, any of your data held by them will be deleted or transferred back to us.

Example third parties include:

Payment gateways to securely take payments.

Operational services such as couriers to deliver your order.

Direct marketing companies who help us deliver our electronic communications.

Review platform to collect reviews from customers who have placed orders with us.

Analytical and profiling services to personalise your shopping experience to provide relevant marketing, personalised offers and shopping ideas.

We currently use the following companies, who will process your personal data as part of their contracts with us:

Companies that help us process and deliver your order:

DPD
EVRI
GFS
PayPal
Adyen

Credit reference agencies that help us verify your identity and tackle fraud:

Experian

Companies that help us run our business:

Doubleclick
Google
Microsoft
Facebook
Trustpilot
NorthBeam
MarketReach
Mention-Me
BloomReach

For any third-party company outside of the UK, who we share data with, we will use a model contract with Standard Contractual Clauses (SCCs) in a form approved by regulators. In addition, we will put into place additional technical measures in order to protect the confidentiality of your data.

The policy of ProCook is to only keep information for as long as required for the purpose or purposes for which we use it. For example, we will store details of your invoices in order to process return requests, warranty claims or queries relating to any orders that you have placed with us in the past.

We will determine how long to retain different data based on how long we need the information for and what it is used for, as well as any legal or regulatory requirements that require us to retain records and details of purchases for an additional period of time.

For example:
For orders the retention period is 7 years after the end of your relationship with us. However, if your order included a warranty, the associated personal data will be kept until the end of the warranty period.

Under UK GDPR individuals are entitled to the rights to be informed, to access, to rectification, to erasure, to restrict processing, to data portability and to object.

You can exercise these rights by contacting us using the details in the 'Contact us' section below. Please note that we will need to verify your identity before we can fulfil any of your rights under data protection law. This helps us to protect the personal information belonging to our customer against fraudulent requests.

We will process each request according to UK GDPR guidelines.

If you wish to amend your marketing preferences, you can do so by logging into your ProCook account, viewing 'Your Account Details' and clicking the 'Change Marketing Preferences' button or if you don't have an account by visiting our Marketing Preferences page. Please note that it can take up a little while for all marketing to stop once you either withdraw your consent or tell us you'd like to opt out of marketing. This is because some marketing may already be in transit.

If you believe that the information, we have for you is incorrect, please write to or e-mail us as soon as possible to enable us to rectify incorrect data.

You may request details of the personal information that we hold about you under the terms outlined in the UK GDPR.

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