Privacy Policy
Privacy Notice
Last Updated: 13.06.2026
Who We Are
Hylands Limited ("Hylands", "we", "our", "us") is a family-owned business incorporated and registered in England and Wales (Company Number 1808522).
Registered Office:
Unit C, Bute Street
Stoke-on-Trent
Staffordshire
ST4 3PW
Hylands Limited is the Data Controller responsible for the personal information we collect and use.
We are registered with the Information Commissioner's Office (ICO) and are committed to protecting your privacy and handling your personal information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What Information We Collect
Depending on how you interact with us, we may collect:
- Name
- Address
- Telephone number
- Email address
- Purchase history
- Delivery and installation information
- Warranty and service records
- Payment information required to process transactions
- CCTV images
- Call recordings and voicemail messages
- Competition or promotion entries
- Job application information
- Website usage information including cookies and IP addresses
We only collect information that is necessary for the purposes described in this notice.
How We Use Your Information
We use personal information to:
- Supply goods and services to you
- Process orders, deliveries and installations
- Manage warranties, guarantees and repairs
- Arrange service visits and maintenance contracts
- Handle returns, complaints and enquiries
- Maintain proof of purchase records
- Contact you regarding product safety notices or recalls
- Prevent and detect crime and fraud
- Meet legal, regulatory and accounting obligations
- Improve our services and customer experience
- Administer promotions, competitions and surveys
- Manage recruitment and employment processes
Where you have chosen to receive marketing communications, we may also use your details to send information about products, services, promotions and events.
You may withdraw your marketing consent at any time.
Our Lawful Basis for Processing
We process personal information under one or more of the following lawful bases:
Contract
To fulfil our obligations when supplying goods or services to you.
Legal Obligation
To comply with legal, accounting, taxation, consumer protection and product safety requirements.
Legitimate Interests
To operate and improve our business, prevent fraud, recover debts, investigate complaints and maintain customer service records.
Consent
Where you have specifically agreed to receive marketing communications or where consent is otherwise required by law.
CCTV
CCTV operates at our premises for:
- Crime prevention and detection
- Protection of customers, employees and visitors
- Protection of company property
- Health and safety purposes
Further information is available in our CCTV Policy.
Telephone Calls
Telephone calls and voicemail messages may be recorded or retained for:
- Training purposes
- Quality monitoring
- Complaint investigation
- Verification of instructions
- Legal and regulatory purposes
Sharing Information
We do not sell personal information.
We may share information where necessary with:
Manufacturers and Warranty Providers
To register warranties, process repairs, manage guarantees and assist with product recalls.
Service Engineers and Contractors
To arrange deliveries, installations, repairs, servicing and maintenance.
Pacifica
Where maintenance contracts or related services are offered or administered.
Euronics / CIH Limited
Where purchases, enquiries, promotions, warranties, recalls or customer support activities involve Euronics services.
Fraud Prevention and Law Enforcement Agencies
Where necessary to prevent crime, detect fraud, recover debts, comply with legal obligations or protect our business and customers.
Professional Advisers
Including solicitors, accountants, insurers and regulatory bodies where necessary.
All third parties are required to process personal information securely and only for authorised purposes.
Online Payments and Finance Providers
Online payments are processed by approved third-party payment providers.
Hylands Limited does not have access to your full payment card details when payments are processed through these systems.
Where customers choose to use third-party finance or credit providers, those organisations are responsible for their own use of personal information and their own privacy practices.
How Long We Keep Information
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected and to comply with legal obligations.
Examples include:
- Sales, warranty and service records
- Accounting and taxation records
- Maintenance agreements
- Product safety and recall records
- Complaint and dispute records
Where possible, information is securely deleted or anonymised when no longer required.
Security
We maintain appropriate technical, organisational and physical safeguards designed to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.
Although we take reasonable precautions, no method of transmission or storage can be guaranteed to be completely secure.
Website, Cookies and Analytics
Our website uses cookies and similar technologies to:
- Operate the website effectively
- Improve functionality and performance
- Analyse visitor activity
- Improve customer experience
- Support marketing where consent has been provided
Further information is available in our Cookie Policy.
Your Rights
Under UK data protection law, you have the right to:
- Access your personal information
- Request correction of inaccurate information
- Request erasure of information in certain circumstances
- Restrict processing in certain circumstances
- Object to certain processing activities
- Request transfer of your data where applicable
- Withdraw consent where processing relies on consent
- Lodge a complaint with the Information Commissioner's Office (ICO)
Contacting Us
If you have any questions about this Privacy Notice or wish to exercise your rights, please contact:
The Directors
Hylands Limited
Unit C, Bute Street
Stoke-on-Trent
Staffordshire
ST4 3PW
Complaints
If you are unhappy with how we handle your personal information, please contact us first so that we can try to resolve your concerns. You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.