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Privacy Policy

Last updated: 10 August 2026

1. Introduction

This Privacy Policy explains how Faktum Ltd (“we”, “us”, or “our”) collects, uses, stores, shares, and protects your personal information when you visit or use our website at https://faktum.co.uk.

We are committed to protecting your privacy and handling your personal data responsibly. We process personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and other applicable data protection legislation.

By using our website, placing an order, requesting product samples, or contacting us, you acknowledge that your personal information may be processed as described in this Privacy Policy.

Table of Contents

2. Who We Are

Faktum Ltd is the data controller responsible for the personal information collected through this website.

If you have any questions regarding this Privacy Policy or how we process your personal information, please contact us using the details provided on our website.

3. What Personal Information We Collect

The personal information we collect depends on how you interact with our website.

Information you provide to us

When placing an order, requesting product samples, or contacting us, we may collect information including:

  • First name
  • Last name
  • Email address
  • Telephone number
  • Billing address
  • Delivery address
  • House number and street name
  • Apartment or unit information (where applicable)
  • Town or city
  • Postcode
  • Country
  • Order notes or special instructions
  • Details relating to your purchase or enquiry

If you contact us through our contact form, we may collect:

  • Name
  • Email address
  • Telephone number
  • The contents of your message

We only request information that is reasonably necessary to provide our products and services.

Order Information

When you place an order, we also collect information relating to your purchase, including:

  • Products purchased
  • Order number
  • Order date
  • Payment method
  • Shipping method
  • Delivery status
  • VAT information where applicable
  • Customer service communications relating to the order

We do not store your full payment card details.

Payments are securely processed by our payment providers.

Information Collected Automatically

When you visit our website, certain technical information is collected automatically.

This may include:

  • IP address
  • Browser type and version
  • Device type
  • Operating system
  • Pages visited
  • Time spent on pages
  • Referring website
  • Date and time of visits
  • General website usage information

This information helps us improve the functionality, security, and performance of our website.

Where required by law, analytical information is only collected after you have provided your consent through our cookie banner.

4. How We Collect Your Information

We collect personal information in several ways.

Directly from you

You provide information when you:

  • Place an order
  • Request product samples
  • Contact us by email
  • Complete a contact form
  • Communicate with our customer service team

Automatically

Certain information is collected automatically through cookies and similar technologies when you browse our website.

Please see our Cookie Policy for further information.

From Third Parties

We may receive information from trusted third-party service providers involved in processing your order, including payment providers, shipping providers, analytics providers, and technical service providers.

5. How We Use Your Personal Information

We only use your personal information where we have a lawful basis to do so.

Your information may be used to:

  • Process and fulfil your orders
  • Arrange delivery of products
  • Provide quotations or product sample requests
  • Respond to enquiries
  • Provide customer support
  • Manage warranty claims
  • Maintain records relating to previous purchases
  • Generate invoices and order documentation
  • Comply with accounting, taxation, and legal obligations
  • Improve our products and services
  • Improve website functionality and performance
  • Analyse visitor behaviour to improve the user experience
  • Keep records of cookie consent preferences
  • Follow up on customer enquiries and product interest, and send information about our products, services and promotions.

We do not sell your personal information to third parties.

6. Our Legal Basis for Processing

Under UK GDPR, we process personal information on one or more of the following legal bases.

Contract

We process your personal information where it is necessary to fulfil our contract with you. This includes processing your order, arranging payment, delivering your products, providing customer support, and handling warranty enquiries where applicable.

Legal Obligation

We process information where required by law, including:

  • Accounting requirements
  • Tax obligations
  • Record keeping obligations

Legitimate Interests

We may process personal information where doing so is necessary for our legitimate business interests, provided those interests do not override your rights.

Examples include:

  • Improving our website
  • Analysing website performance
  • Responding to customer enquiries
  • Maintaining purchase history
  • Managing warranty support
  • Improving customer service

Consent

Where required, we rely on your consent.

This applies primarily to optional cookies and analytics technologies where consent is required.

You may withdraw your consent at any time.

7. Sharing Your Personal Information

We only share your personal information where it is necessary to operate our business, fulfil your order, comply with legal obligations, or where you have given your consent.

We do not sell or rent your personal information to third parties.

Depending on the services you use, we may share your information with trusted third-party providers including:

Payment Providers

To securely process payments, we use Stripe for Credit and Debit Card payments, Google Pay and Link. We also accept payment by Bank Transfer.

Payment information processed through Stripe is handled in accordance with Stripe’s own privacy practices and security standards. We do not store your full payment card details on our website.

Where you choose to pay by Bank Transfer, we use the information necessary to identify and reconcile your payment with your order.

Delivery Providers

To deliver your order, we may share relevant information with our delivery partners.

This may include:

  • Name
  • Delivery address
  • Telephone number
  • Order reference

Our primary delivery provider is DHL, although alternative carriers may occasionally be used where appropriate.

Website and E-commerce Services

Our website is built using WordPress, WooCommerce and Elementor.

These systems help us manage:

  • Orders
  • Customer enquiries
  • Product sample requests
  • Website functionality
  • Customer communications

Information is only processed where necessary for the operation of our website and business.

Analytics and Website Improvement

Subject to your cookie preferences, we may use trusted analytics services to understand how visitors use our website.

These services may collect information such as:

  • Pages visited
  • Time spent on pages
  • Device type
  • Browser information
  • Approximate location based on IP address
  • Website interactions

We currently use services including:

  • Google Tag Manager
  • Google Ads Conversion Tracking
  • Google Search Console
  • Microsoft Clarity

Microsoft Clarity helps us better understand how visitors interact with our website through features such as heatmaps and session recordings. This information is used solely to improve the usability and performance of our website.

Where required by law, these technologies are only activated after you have provided your consent through our cookie banner.

Trustpilot

After a purchase, we may use your name, email address and order number to send you an invitation to review your experience through Trustpilot.

Trustpilot processes any personal information it receives in accordance with its own Privacy Policy.

Professional Advisers and Authorities

Where necessary, we may disclose personal information to:

  • accountants
  • auditors
  • legal advisers
  • insurers
  • regulatory authorities
  • law enforcement agencies

where required by law or where necessary to establish, exercise or defend legal claims.

8. International Transfers

Some of the third-party service providers we use may process personal information outside the United Kingdom.

Where personal information is transferred outside the United Kingdom, we take appropriate steps to ensure that it is protected in accordance with UK data protection law. This may include relying on adequacy regulations or appropriate contractual safeguards where required.

9. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes described in this Privacy Policy.

The retention period depends on the type of information involved.

For example, we may retain:

  • order information
  • invoices
  • customer correspondence
  • warranty records
  • customer service communications

for as long as reasonably necessary to:

  • fulfil contractual obligations;
  • provide ongoing customer support;
  • administer product warranties;
  • maintain historical purchase records;
  • comply with legal, accounting and tax obligations; and
  • resolve disputes where necessary.

Where information is no longer required, we will securely delete or anonymise it where reasonably practicable.

10. Customer Contact and Communications

When you provide us with your contact details, for example when placing an order, ordering product samples or making an enquiry, we use this information to respond to your request and provide the relevant service.

We may also use the contact details you provide to follow up on your enquiry or interest in our products. This may include contacting you by email or telephone to offer further information, advice or assistance with your kitchen project.

From time to time, we may also use your contact details to send you information about Faktum products, special offers and promotions that we believe may be relevant to you.

Where necessary to fulfil an order or request, we may share relevant information with third parties involved in providing the service, such as manufacturers and delivery providers.

You can ask us at any time not to contact you for marketing purposes.

11. Cookies

Our website uses cookies and similar technologies.

Some cookies are strictly necessary for the operation of the website and cannot be disabled.

Other cookies help us:

  • understand how visitors use our website;
  • measure website performance;
  • improve functionality;
  • analyse traffic; and
  • measure advertising performance.

Where required by law, optional cookies are only placed on your device after you have provided your consent through our cookie banner.

Your cookie preferences can be changed at any time.

For more detailed information, please see our separate Cookie Policy.

12. Keeping Your Information Secure

We take appropriate technical and organisational measures to protect personal information against:

  • unauthorised access;
  • accidental loss;
  • unlawful destruction;
  • misuse;
  • alteration; and
  • unauthorised disclosure.

While no internet transmission or electronic storage system can be guaranteed to be completely secure, we continuously work to protect the information entrusted to us using industry-standard security measures.

13. Your Data Protection Rights

Under the UK General Data Protection Regulation (UK GDPR), you have a number of rights regarding your personal information.

These rights may include the right to:

  • Request access to the personal information we hold about you.
  • Request correction of inaccurate or incomplete personal information.
  • Request the deletion of your personal information in certain circumstances.
  • Request that we restrict the processing of your personal information.
  • Object to the processing of your personal information where we rely on legitimate interests.
  • Request a copy of your personal information in a portable format where applicable.
  • Withdraw your consent at any time where processing is based on consent.

Please note that these rights are not absolute and may be subject to legal or regulatory exemptions.

If you wish to exercise any of your rights, please contact us using the contact details provided on our website.

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in:

  • applicable laws or regulations;
  • our business operations;
  • the services we provide;
  • the technology we use; or
  • our data processing practices.

When we make material changes, we will update the “Last updated” date at the top of this Privacy Policy.

We encourage visitors to review this page periodically to remain informed about how we protect their personal information.