Privacy Policy

Who we are

For the purpose of this Privacy Policy, “you” or “your” means any end user accessing or receiving our services or using our Website (www.kingfisherphoenix.com), and “we” or “us”, “our” or “Kingfisher Phoenix” means Kingfisher Phoenix Limited, company number 14426383 with our registered office at Markham House, 20 Broad Street, Wokingham, Berkshire, England, RG40 1AH.

For questions, complaints or requesting further information from us on data protection and privacy, or any requests concerning your personal data, or where you’ve identified a risk to our processing of personal data, please write to [email protected].

How we process personal data

We are committed to respecting the privacy rights of visitors to its website, customers and suppliers and keeping all personal data secure. We will not sell your data. This Privacy Policy explains how we use any personal information we collect about you and your rights under applicable data protection law. This Privacy Notice also sets out how you can instruct us if you prefer to limit the use of that personal data, and the procedures that we have in place to safeguard your privacy.

Please read this Privacy Policy carefully to understand our views and practices regarding your personal data and how we will treat it. We recommend that you print and retain a copy for your future reference.

For the purposes of applicable data protections laws, in particular the UK GDPR, we will be regarded as an independent data controller of your personal data.

By using our accessing our Website, you understand and agree that we will collect and process your personal data in accordance with this Privacy Notice. If you do not agree with this Privacy Notice you must not access or use our Website or submit information to us through or in connection with our services, products, the Website or otherwise.

Our Website and related services and products are not intended for children and we do not knowingly collect data relating to children.

Types of personal data we may collect about you

Personal data means any information about an individual from which that person can be identified.

We may collect, use, store and transfer the following types of personal data about you when you access our Website, place an order, sign up to receive our newsletter by email or contact us through our Website or social media:

Identity Data: your full name, [organisation and job title];
Contact Data: your billing and delivery addresses, phone number and email address;
Technical Data: internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access the Website;
Usage Data: information about how you interact with and use our Website and products. Website usage information is collected using cookies.
Marketing and Communications Data: your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals' usage data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our Website to help improve the Website and our service offering.

We do not receive your payment card details.

The legal basis for processing

The law on data protection requires us to have a legal basis collecting and processing your personal data. We rely on one or more of the following legal bases:

Consent: we rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose, for example for direct marketing or if you subscribe to an email newsletter. If we are relying on consent, you can withdraw your consent at any time by contacting us by email at [email protected].
Contractual obligations: where we need to perform the contract we are about to enter into or have entered into with you. If we are relying on contractual obligations, we will not be able to fulfil the contract if you do not provide the data we require.
Legal compliance: where we need to comply with a legal obligation to which we are subject.
Legitimate interests: where it is necessary to conduct our business and pursue or legitimate interests (for example to enable us to give you the best and most secure customer experience) for and your interests and fundamental rights do not override those interests. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).

Purposes for which we will use your personal data:

We explain below the purpose of the processing and which of the reasons we rely on to do so.

Website users and customers

When you register or place an order we use your information (Identity Data, Contact Data and Profile Data) to process your order, including your Customer Rewards account. We need this information to fulfil our contractual obligations to you and on the basis of our legitimate interests to keep our records updated, run our business and manage our relationship with you. We use third party distribution companies to deliver our products who only receive the necessary delivery details. All such third-party organisations are under strict obligation to keep your personal information private.

We may use your information (Identity Data, Contact Data and Profile Data) to contact you about leaving a review on a product you have purchased or on the service you have received. We do this on the basis of our legitimate interest in providing you with the best service and products, to manage our relationship with you and to develop and grow our business. We use your information collected from the Website to personalise your repeat visits to our Website.

When you interact with our Website, we will automatically collect technical data and usage data about your equipment, browsing actions and patterns (Identity Data, Contact Data, Profile Data, Technical Data and Usage Data). We collect this personal data by using cookies and other similar technologies. We use cookies to distinguish you from other users of the Website. We do this on the basis of our legitimate interests in providing you with a good experience when you browse our Website, growing and improving our Website and business and to study how visitors use our Website, products and services and to carry out and inform our marketing strategy.

We do this with your consent and you can remove cookies set on your device. For further information please see our Cookie Notice at [email protected].

Orders or quotes by phone or email

When you contact us by phone or email to request a quote or place an order we use your information (Identity Data, Contact Data and Marketing and Communications Data) to process your request and, following an order, to manage your account, including your Customer Rewards account. We need this information to fulfil our contractual obligations to you and on the basis of our legitimate interests to keep our records updated, run our business and manage our relationship with you.

Newsletter and Direct Marketing

If you sign up to receive our newsletter we use your information (Identity Data, Contact Data and Marketing and Communications Data) for our newsletter and marketing purposes only. We do this with your consent and you can unsubscribe from our newsletter at any time by following the link in the newsletter email.

We may also analyse your Identity Data, Contact Data, Profile Data, Marketing and Communication Data, Technical Data and Usage Data to form a view which products, services and offers may be of interest to you so that we can then send you relevant marketing communications.

You can us ask to stop sending you our newsletter or marketing communications at any time by contacting us at [email protected].

If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes.

Third party marketing

We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.

When you contact us

If you contact us with queries, complaints or returns or engage with us on social media, we use your information (Identity Data, Contact Data and Marketing and Communications Data) to fulfil our contractual obligations to you and on the basis of our legitimate interest to keep our records updated, run our business and manage our relationship with you.

Legal duty

If we are requested by a regulatory or government authority investigating suspected illegal activities, we have a legal duty to disclose your information.

Who we share your personal information with

Your personal data may, for the purposes set out in this Privacy Notice, be disclosed for processing to:

our employees;
our subcontractors;
our service providers who may access your personal information when providing services to us;
third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them;
protect the rights, property or safety of Kingfisher Phoenix Limited, our customers, our employees, our contractors, or others. This includes exchanging information with other companies, law enforcement bodies, regulators and organisations for the purposes of fraud prevention and credit risk reduction; and/or
to any third party where such disclosure is required in order to enforce or apply any contracts we have in place, or to protect the rights, property, or safety of our company, our customers, our employees or contractors, or others but always in accordance with applicable laws.

Our trusted third parties with whom we may share your personal data in order to fulfil our transactions include the following:

Intuition Robotics Inc. who are the creators and suppliers of ElliQ (the AI care companion robot we distribute).
MailChimp who manage our newsletter and other marketing communications with you;
DHL and other various couriers to deliver your order or return and replace any equipment that may not be possible to repair remotely.
For customers using and/or ordering through our Website, this may also include the following:
- Google to show you products you might be interested in while browsing the internet;
- Facebook, Twitter, Instagram, Live Chat etc if you choose to interact with us using those forums.

We only provide the information they need to deliver their service. For example a courier will be given your name, address and contact phone number and/or email. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions. For detailed information on these cookies, the way we use them and the purposes for which we use them, please see our Cookie Policy.

Sending data outside the UK

We will only send your data outside the UK to companies which we use to help run your account and services. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK law. Whenever we transfer your personal data out of the UK to service providers, we ensure a similar degree of protection is afforded to it by ensuring that the appropriate safeguards are in place. These safeguards may include:

entering into contractual agreements that impose strict data privacy and security obligations (e.g. the European Commission’s Standard Contractual Clauses or the International Data Transfer Addendum to the European Commission’s Standard Contractual Clauses). You may request a copy of these safeguards by contacting us at [email protected];
applying technical and organisational security measures (such as encryption, access controls, and data minimisation protocols);
conducting data transfer risk assessments or legal evaluations, where required under applicable laws; or
relying on the explicit consent of the individual, where permitted or required under relevant law.

How we will store and process the information about you

The personal information we collect will be stored and processed in the UK. We take all reasonable steps to protect personal information. We will treat all your personal information as confidential and will store it on a secure server. We will take all reasonable steps to comply with applicable data protection legislation.

However, your information may be stored, processed, accessed, or used in countries whose privacy laws differ from and may offer less protection than those applicable in the jurisdiction where the personal data was collected. By using our products or providing your personal information, you acknowledge and consent to such international transfers and the associated processing and storage of your data in accordance with this Privacy Notice.

Retention period

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.

At the end of that period your data will either be deleted entirely or anonymised.

Your rights over your personal data

You can write to us at any time to obtain a copy of your information and to have any inaccuracies corrected. Please write to: [email protected]

You have the following rights under UK data protection laws in relation to your personal data:

Access: to access the personal data we hold about you and verify we are lawfully processing it.
Rectification: to ask us to correct your personal data if it is incorrect, out of date or incomplete.
Withdraw consent: to ask us to stop any consent-based processing of your personal data after you withdraw that consent. This will not affect the lawfulness of any processing carried out before you withdraw your consent.
Restriction: to ask us to suspend the processing of your data under certain circumstances specified by data protection law. For example, if we no longer need your data but you ask us to keep it in order to establish, exercise or defend a legal claim, if you want us to establish the data’s accuracy, where our use of the data is unlawful but you do not want us to erase it or you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
Erasure: to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with the law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object: to object to our processing of your personal data based on: (i) our legitimate interests or the performance of a task in the public interest; (ii) direct marketing (including profiling); (ii) processing for purposes of scientific/historical research and statistics. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
Portability: to request us to provide you with your personal data in a structured, commonly used and machine-readable form and to ask us to transmit the data directly to another organisation if this is technically feasible.
Complaint: to lodge a complaint with a supervisory authority, which in the UK is the Information Commissioner.

To request a copy of the information that we hold about you please email us at [email protected]. To protect the confidentiality of your information, we may ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If we choose not to action your request we will explain to you the reasons for our refusal.

We may only request a reasonable fee from you when your request is manifestly unfounded or excessive or repetitive or we receive a request to provide further copies of the same information.

Banner Advertising

If you browse our Website you may receive personalised banner advertisements whilst browsing other websites. Any banner advertisements you receive will relate to products which have been viewed whilst browsing our Website. This service is provided via a reputable third-party specialist provider, through the use of cookies placed on your computer. Cookies can be removed or disabled – see our Cookies Policy below for further details.

Third party websites

Our Website contains links to other websites. We are not responsible for the privacy policies and practices of other apps or websites (such as social media plugins), even if you accessed the third party website or app using links from our Website or by means of our products. We recommend that you check the policy of each website or app you visit and contact the owner or operator of such website or app if you have concerns or questions. This Privacy Policy only applies to this Website so when you link to other websites you should read their own privacy policy.

Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. We use internet standard encryption technology (SSL) to encode personal data that you send to us when placing an order through our website. To check that you are on a secure page, ‘https’ will replace ‘http’ at the front of www.kingfisherphoenix.com in your browser address window and a small locked padlock will be displayed as the bottom right of your website browser.

In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

Please note however that whilst we take appropriate technical and organisational measures to safeguard the personal data that you provide to us, transmission over the internet (such can ever be guaranteed secure. Consequently, we cannot guarantee the security of any personal data that you transfer over the internet to us.

If you are using a computer or terminal in a public location, we recommend that you always log out and close the website browser when you complete an online session. We also recommend that you only connect to secure wireless networks that you trust and to always be aware of the risks associated with using public Wi-Fi.

Please note that we will never ask you to confirm any account or credit card details by email. If we require such details, we will ask you to contact us by telephone.

Updates to this policy

This privacy policy was last updated on 24 August 2025.

We reserve the right to amend or modify this Privacy Notice and if we do so we will post the changes on our Website. It is your responsibility to check the Privacy Notice every time you submit information to us. Historic versions of this Privacy Notice can be obtained by contacting us.

In the event the purposes for which we process personal information change, then we will contact you as soon as practicable to inform you of the change (and where appropriate to obtain your consent), where such notification relates to a new additional purpose for processing which is not compatible with, or similar to, the originally specified purposes.

How to contact us

Please contact us if you have any questions about our Privacy Policy or information we hold about you.

By email: [email protected]

By post: Kingfisher Phoenix Limited, Markham House, 20 Broad Street, Wokingham, RG40 1AH.