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Privacy Policy

This Privacy Policy explains how Sittingwell Ltd collects, uses, shares and protects personal information when you visit Sittingwell.co.uk, contact us, create an account, place an order, subscribe to marketing or leave a review.

  1. Who we are

Sittingwell Ltd is the controller responsible for the personal information described in this Privacy Policy.

Our details are:

  • Sittingwell Ltd, Horsey View Farm, Newtown, Kingsbury Episcopi, Martock, Somerset, TA12 6BQ
  • Company number: 07477148
  • Email: info@sittingwell.co.uk
  • Telephone: 01935 507910

Rachael and Lorna Kennard-Wall handle privacy enquiries, rights requests and data protection complaints on behalf of Sittingwell Ltd.

  1. The personal information we collect

The personal information we collect depends on how you use our website and services. It may include:

  • your name, billing address, delivery address, email address and telephone number;
  • details of the products you order, your order number, order status and purchase history;
  • payment status, transaction references and limited payment information supplied by Stripe;
  • account details, login information and password-reset information where you create an account;
  • messages, enquiries, complaints, returns and other correspondence you send to us;
  • newsletter subscriptions, marketing preferences and records of consent or withdrawal;
  • reviews, ratings, photographs and other content you choose to submit;
  • technical information such as IP address, browser and device information, security logs, website activity, referral source and cookie preferences; and
  • analytics information about how visitors use our website, where the visitor has consented to analytics cookies.

We do not receive or store your complete payment-card number. Card and digital-wallet payments are processed by Stripe and, where used, Apple Pay or Google Pay.

  1. How we obtain personal information

We normally obtain personal information directly from you when you use our website, complete a contact form, create an account, place an order, subscribe to emails, contact us or leave a review.

We may also receive limited information from organisations that help us provide our services, including Stripe, WooCommerce, Mailchimp, Royal Mail or another delivery provider, and website, analytics or security providers.

3.1 Information you need to provide

Where you place an order, we need certain information, including your name, contact details, billing and delivery information and relevant payment information, so that we can enter into and perform our contract with you. If you do not provide the information required during checkout, we may be unable to process or deliver your order.

Information requested for marketing subscriptions, customer reviews and optional website features is voluntary. Choosing not to provide it will not prevent you from purchasing a product.

  1. How and why we use personal information

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

4.1 Orders and delivery

We use your identity, contact, delivery, order and payment-status information to process your order, take payment, manufacture and dispatch the product, provide order updates and deal with cancellations, returns and refunds. Our lawful basis is that this processing is necessary to enter into and perform our contract with you.

4.2 Customer accounts

Where you choose to create an account, we use your account and order information to operate it and enable you to access relevant features. Our lawful basis is performance of our contract with you and our legitimate interest in providing a convenient customer service. Guest checkout is also available.

If you create an account, you are responsible for keeping your password confidential and should contact us promptly if you believe that somebody has accessed your account without permission.

4.3 Customer service, complaints and legal claims

We use relevant information to answer enquiries, resolve complaints, administer returns, address product issues and establish, exercise or defend legal claims. Our lawful bases are performance of our contract, compliance with legal obligations and our legitimate interests in providing effective customer service and protecting our legal rights.

4.4 Accounting, tax and legal records

We retain relevant order, transaction and accounting records to comply with tax, accounting, consumer-protection and other legal requirements. Our lawful basis is compliance with a legal obligation.

4.5 Payments, fraud prevention and website security

We use relevant technical, account, order and payment information to process payments, prevent fraud, protect accounts, identify malicious activity, maintain website security and investigate incidents. Our lawful bases are performance of our contract, compliance with legal obligations and our legitimate interests in operating a secure website and protecting customers and our business.

4.6 Customer reviews

We use Customer Reviews for WooCommerce, commonly known as CusRev, in self-hosted mode to administer product reviews and send one review invitation after a customer has had time to use the product. The invitation is normally scheduled approximately 35 days after delivery. The information used may include your name, email address, order number, product purchased and relevant order dates or status.

Customers may also leave a review directly on a product page. Reviews submitted through an invitation may be identified as being from a purchaser, while reviews submitted directly may not carry that indicator. Reviews remain on Sittingwell.co.uk under our current self-hosted configuration.

Leaving a review is voluntary. Our lawful basis for sending the invitation and administering reviews is our legitimate interests in obtaining genuine feedback, improving our products and customer service, and helping customers make informed decisions. You may ask us not to send a review invitation at any time.

A review, rating, display name and any photograph you submit may be published on our website. Please do not include private, confidential or sensitive information in a review or photograph. Reviews are checked before publication and may be refused or removed for the reasons set out in our Terms and Conditions, but a genuine review will not be withheld merely because it is negative.

4.7 Email marketing

We use Mailchimp to send newsletters and marketing emails only where you have actively subscribed or otherwise given valid consent. Buying a product does not automatically add you to our marketing list. You may unsubscribe at any time using the link in an email or by contacting us. Our lawful basis is consent. Withdrawing consent does not affect processing carried out before withdrawal.

4.8 Website analytics and cookies

With your permission, we use Google Analytics, implemented through Google Tag Manager, and may use Jetpack statistics to understand how visitors find and use our website and to improve its performance and content. Our lawful basis is consent where cookies or similar technologies require it. CookieYes manages cookie choices and records consent preferences. Further information is available in our Cookie Policy and through the cookie preference centre.

4.9 Contact forms

WPForms is used for our contact form. We use the information you submit to respond to your enquiry and keep any necessary correspondence. Our lawful basis is taking steps at your request before entering into a contract, performance of a contract, or our legitimate interests in responding to enquiries and providing customer service, depending on the nature of your message.

4.10 Product and service improvement

We may analyse orders, enquiries, returns and feedback to understand customer experiences and improve our products, website and service. Our lawful basis is our legitimate interests in improving and operating our business. Where practical, we use aggregated or anonymised information.

  1. Our legitimate interests

Where we rely on legitimate interests, those interests include operating and protecting our business and website, providing customer service, improving our products and services, obtaining genuine customer feedback, preventing fraud and protecting our legal rights. We consider whether the processing is necessary and balance our interests against the rights and expectations of the people concerned.

  1. Who we share personal information with

We share personal information only where reasonably necessary for the purposes described in this policy. Recipients may include:

  • Media Street, which provides website hosting, technical support and daily backups;
  • WordPress and WooCommerce service providers used to operate our website, customer accounts, orders and checkout;
  • Stripe, and where applicable Apple Pay or Google Pay, for secure payment processing and fraud prevention;
  • Mailchimp, for marketing emails sent to subscribers;
  • Customer Reviews for WooCommerce/CusRev, used within our website to administer review invitations and reviews;
  • Google Analytics and Google Tag Manager, where analytics consent has been given;
  • Jetpack, which may provide website statistics, security and performance functions;
  • CookieYes, which manages cookie preferences and consent records;
  • WPForms, used for contact forms;
  • Fetchify, which provides address or postcode lookup and validation during checkout;
  • Defender Pro and other website-security services used to protect the website and maintain security logs;
  • Royal Mail or another postal, courier or fulfilment provider used to deliver an order. We may provide the customer name and delivery address and, where needed for delivery updates, an email address or telephone number;
  • our accountants, insurers, legal advisers and other professional advisers; and
  • a prospective buyer, seller or professional adviser where Sittingwell Ltd is involved in a proposed sale, purchase, transfer or restructuring of all or part of the business or its assets, subject to appropriate confidentiality and data-protection safeguards; and
  • courts, regulators, law-enforcement bodies and public authorities where disclosure is required or permitted by law.

We do not sell or rent personal information to other organisations for their own marketing purposes.

  1. International transfers

Some of our service providers may store or access personal information outside the United Kingdom. Where information is transferred to a country not covered by UK adequacy regulations, we take steps required by data-protection law. These may include use of the UK International Data Transfer Agreement, the UK Addendum to approved standard contractual clauses or another lawful safeguard. You may contact us for further information about safeguards relevant to your information.

  1. How long we keep personal information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet legal, accounting, tax, warranty, insurance and reporting requirements. We normally apply the following periods:

  • order, invoice and accounting records: six years after the end of the relevant financial year, or longer where legally required;
  • customer-service, complaint, return and product-issue correspondence: up to six years after the matter is closed where it may be relevant to our rights or obligations;
  • customer account information: while the account remains active and for a reasonable period afterwards, unless earlier deletion is requested and we have no legal reason to retain it;
  • marketing information: until you unsubscribe or withdraw consent, after which we may retain limited suppression information so that we respect your preference;
  • review invitation records: only for as long as needed to administer and evidence the request;
  • published reviews: while the review remains relevant and lawfully published, unless it is removed or anonymised;
  • contact-form enquiries: for as long as needed to answer the enquiry and retain any necessary business record; and
  • security, analytics and cookie records: according to the retention settings of the relevant service and our operational needs.

We may retain information for longer where necessary to resolve a dispute, investigate fraud or a security incident, respond to a complaint, establish or defend a legal claim, or meet a legal or regulatory requirement. Information that is no longer required is deleted or anonymised where appropriate.

  1. Cookies and similar technologies

Our website uses necessary cookies to operate functions such as consent preferences, customer accounts, checkout, payments and security. With your permission, it also uses analytics cookies to understand how the website is used. CookieYes provides the banner and preference centre through which you can accept all cookies, reject non-essential cookies or customise your choices.

You can change or withdraw your cookie choices through the cookie settings facility on our website. Further details about the cookies currently used, including their provider, purpose and duration, are provided in our Cookie Policy and cookie preference centre.

  1. Security

We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, loss, alteration or disclosure. These include secure website connections, access controls, security monitoring, backups and secure payment processing. No method of transmitting or storing information can be guaranteed to be completely secure, but we review our safeguards and take reasonable steps to protect the information we hold.

Please do not send complete card details, passwords or other highly confidential information by ordinary email unless we have specifically provided a secure method for doing so.

  1. Your data-protection rights

Depending on the circumstances and the lawful basis for processing, you may have the right to:

  • ask whether we process your personal information and receive a copy of it;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete information in certain circumstances;
  • ask us to restrict processing in certain circumstances;
  • object to processing based on our legitimate interests;
  • object at any time to direct marketing;
  • receive certain information in a portable, machine-readable format or ask for it to be transferred to another organisation; and
  • withdraw consent at any time where processing is based on consent.

These rights are not absolute and exemptions may apply. We may ask for information reasonably needed to confirm your identity. We will normally respond without undue delay and within one month. We do not normally charge a fee, although the law permits a reasonable fee or refusal in limited circumstances, including where a request is manifestly unfounded or excessive.

Your right to object

You have the right to object to our use of your personal information where we rely on legitimate interests. You always have the right to object to direct marketing. To exercise either right, contact info@sittingwell.co.uk.

  1. Data-protection complaints

You may make a data-protection complaint by emailing info@sittingwell.co.uk, telephoning 01935 507910 or writing to the address in section 1. Rachael or Lorna will handle the complaint.

Please provide enough information for us to understand and investigate the concern. We will acknowledge a data-protection complaint within 30 days, investigate it without undue delay and keep you informed of the outcome or progress. If additional time is reasonably required, we will explain this to you.

You also have the right to complain to the Information Commissioner’s Office. We would appreciate the opportunity to address your concern first, but you are not required to contact us before approaching the Information Commissioner’s Office.

  1. Automated decision-making

We do not use personal information to make solely automated decisions that have legal or similarly significant effects on individuals. We use routine automation for matters such as order communications, marketing preferences and scheduling review invitations, but these activities do not make significant decisions about you.

  1. Third-party websites

Our website may contain links to websites operated by other organisations. Those organisations are responsible for their own privacy practices. We recommend reading their privacy information before providing personal information to them.

  1. Changes to this Privacy Policy

We review this Privacy Policy regularly and update it when our services, suppliers or legal obligations change. Any updated version will be published on this page. Where a change materially affects how we use personal information, we will take reasonable steps to bring it to the attention of affected individuals before the new use begins.

  1. Contact us

For privacy enquiries, rights requests or data-protection complaints, contact:

  • Email: info@sittingwell.co.uk
  • Telephone: 01935 507910
  • Post: Sittingwell Ltd, Horsey View Farm, Newtown, Kingsbury Episcopi, Martock, Somerset, TA12 6BQ

Last updated: 3 August 2026