Privacy Policy for Customers

At Insignia, we are committed to protecting your personal data. This policy outlines how we collect, use, and safeguard your information when you interact with us, including when you make a purchase or contact our customer service team.

A. Who We Are

Insignia is the data controller responsible for your personal data. Our registered address is:

Maclean Interntional Ltd T/A Insignia Wellness
9a Deans Road
Old Wolverton
Milton Keynes
Buckinghamshire
MK12 5NA
United Kingdom

B. Types of Data Collected

Depending on your interactions with us, we may collect the following personal data:

Identity and Contact Details: Name, billing and shipping addresses, email address, and phone number(s).
Financial Data: Payment card details (processed securely; we do not store full card information) and bank details for refunds.
Purchase History: Details of your orders, including products purchased and order numbers.
Correspondence History: Communications with our customer service team, including emails, live chats, and call recordings.
Feedback: Reviews or testimonials you provide about our products or services.

We may also collect data through cookies and similar technologies when you visit our website. For more information, please refer to our Website and Cookie Policy.

C. How We Use Your Data

We process your personal data for the following purposes:

Contractual Necessity: To process and deliver your orders, manage payments, and handle returns or refunds.
Legal Obligations: To comply with legal requirements, such as tax and accounting regulations.
Legitimate Interests: To improve our services, handle customer inquiries, and send marketing communications (where permitted).
Consent: To send promotional emails or newsletters when you have opted in.

D. Purpose Of Using Your Data

Purpose Of Using The Data	Assisting in the solution of an enquiry or complaint from you. Legitimate Interest
Legitimate Interest	To deliver customer service to assist with enquiries and resolve complaints.
Data Used	Your Identity and Contact Details. Your Purchase History. Your Correspondence History. Your Feedback.

Purpose Of Using The Data	Improving the customer experience and wider service of Insignia Wellness
Legitimate Interest	To improve the service offered to our customers, using this for internal and external reporting, as well as understanding the performance of our staff
Data Used	Your Identity and Contact Details. Your Purchase History. Your Feedback.

Purpose Of Using The Data	Measuring and improving the performance of our staff.
Legitimate Interest	To improve the service offered to our customers, using this for internal and external reporting, as well as understanding the performance of our staff
Data Used	Your Identity and Contact Details. Your Purchase History. Your Feedback. Your Correspondence History.

Purpose Of Using The Data	Identifying potential solutions for complaints made on TrustPilot.
Legitimate Interest	To deliver customer service to assist with enquiries and resolve complaints.
Data Used	Your Identity and Contact Details. Your Purchase History. Your Financial Data. Your Correspondence History.

Purpose Of Using The Data	Issuing goodwill refunds.
Legitimate Interest	To deliver customer service to assist with enquiries and resolve complaints.
Data Used	Your Identity and Contact Details. Your Purchase History. Your Financial Data. Your Correspondence History. Your Feedback.

Purpose Of Using The Data	Tracking shipment of products/order progress.
Legitimate Interest	To deliver customer service to assist with enquiries and resolve complaints.
Data Used	Your Identity and Contact Details. Your Purchase History. Your Correspondence History. Your Feedback.

Purpose Of Using The Data	Contacting you when you have saved or abandoned a basket and not returned to complete the purchase
Legitimate Interest	To promote our products to potential and existing customers.
Data Used	Your Identity and Contact Details. Your Purchase History.

Purpose Of Using The Data	Contacting Trade customers when their account has lapsed.
Legitimate Interest	To promote our products to potential and existing customers
Data Used	Your Identity and Contact Details. Your Purchase History.

Purpose Of Using The Data	Where you cancel an order, contacting you to provide an alternative solution.
Legitimate Interest	To promote our products to potential and existing customers
Data Used	Your Identity and Contact Details. Your Purchase History. Your Financial Data.

Purpose Of Using The Data	Monitoring and reporting company performance, including operational productivity and financial performance.
Legitimate Interest	To improve the service offered to our customers, using this for internal and external reporting, as well as understanding the performance of our staff.
Data Used	Your Purchase History. Your Feedback.

Purpose Of Using The Data	Delivering email promotions, competitions, offers, and other opportunities to you
Data Used	Your Identity and Contact Details.

E. Sharing Your Data

We may share your personal data with trusted third parties to facilitate our services:

Payment Processors: To securely process payments.
Delivery Partners: To deliver your orders.
Email Service Providers: To send order confirmations and marketing communications.
Customer Service Platforms: To manage customer inquiries and support.
Legal and Regulatory Authorities: When required to comply with legal obligations.

All third parties are required to handle your data securely and in accordance with data protection laws.

F. International Data Transfers

Some of our service providers may be located outside the UK. When transferring your data internationally, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by the UK Information Commissioner's Office (ICO).

G. Data Retention

We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy, including for legal, accounting, or reporting requirements. For example, we may retain order information for up to seven years to comply with tax laws.

H. Your Rights

You have the following rights regarding your personal data:

Access: Request access to your personal data.
Correction: Request correction of inaccurate or incomplete data.
Erasure: Request deletion of your data under certain circumstances.
Restriction: Request restriction of processing your data.
Objection: Object to processing based on legitimate interests or direct marketing.
Data Portability: Request transfer of your data to another service provider.
Withdraw Consent: Withdraw consent at any time where processing is based on consent.

To exercise any of these rights, please contact us at [email protected]

I. Withdrawing Your Consent

Please note that providing consent for specific data uses is not a requirement of your contract with us. You have the right to withdraw your consent at any time if you change your mind.

If you do withdraw your consent, we will stop processing your data on that basis. If there is no other lawful reason to retain or process the data, it will be securely deleted.

To withdraw your consent, you can click the “unsubscribe” link found at the bottom of our marketing emails or contact us directly at [Insert Contact Email].

J. How Long We Keep Your Data

We retain your personal data only for as long as necessary to fulfill the purposes we collected it for. For example, if you make a purchase, we will retain your data for the duration of your order and for a period afterward to manage any queries or legal obligations.

In some cases, we are legally required to retain certain information—such as tax records—for a set period, typically up to seven years.

To determine how long we keep data, we consider factors such as the type and sensitivity of the data, the potential risks associated with unauthorized access, the purpose for collection, and any applicable laws or regulations.

Once your data is no longer needed and the retention period has ended, we will securely delete any electronic records from our systems and dispose of physical records safely.

K. Automated Decision-Making

Automated decision-making refers to decisions made solely by automated systems, without human involvement. We do not use automated decision-making processes that have a significant legal or personal impact on you unless we have your explicit consent.

Some of your interactions with our website or marketing communications may involve behavioral profiling, subject to your consent. For more information on how this works, please refer to our Website and Cookie Policy.

L. Changes to This Policy

We may update this privacy policy from time to time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.

M. Contact Us

If you have any questions or concerns about this privacy policy or our data practices, please contact:

Data Protection Officer
Insignia Wellness
9a Deans Road
Old Wolverton
Milton Keynes
Buckinghamshire
MK12 5NA

Email: [email protected]

Last Edited 24th October 2024