We use your personal data for the following purposes:
5.1 To manage your purchases and provide our services to you
When you visit our stores or order goods or services from us, we use your information to process appointment bookings, complete your order, to process your payment, to deliver goods to you, to process returns and refunds, and to deal with any queries you have.
Legal basis for this use: To fulfil our contractual obligations.
5.2 To communicate with you and manage our relationship with you
Occasionally we may need to contact you by email and/or telephone /SMS for administrative or operational reasons, for example in order to send you confirmation of your order bookings and your payments, to inform you about delivery of your order, or to advise of delays, or to provide you with policy updates or details of product recalls.
We will also use your personal data if we contact you after you have sent us a request, filled in a web-form through our website or contacted us on social media.
We may also use it to verify your identity or for other security reasons.
Legal basis for this use: To fulfil our contractual obligations.
Your opinion is very important to us, so we may send you an email or SMS to seek your feedback including for example on products purchased from us and your purchase experience as a whole.
We will use the communications you exchange with us and the feedback and reviews you may provide in order to manage our relationship with you as our customer and to improve our services and experiences for customers.
Legal basis for this use: For our legitimate interests, to improve our goods and services to you and other customers.
Please be aware that these communications with you are for managing our relationship with you and improving our products, service and shopping experience are not made for marketing purposes and as such, you will continue to receive them even if you opt-out from receiving marketing communications. If you would like us not to send these communications to you, you can exercise your right to erasure/objection set out below.
5.3 To personalise and improve your customer experience
We may use your personal data in order to tailor our services to your needs and preferences and to provide you with a personalised customer experience. To do so, we use software and other technology (automated processing). For example, we may collect information on how you use our website, which pages of our website you visit most, which products you search for and what products you buy, in order to understand what you like. We may use this information to tailor the content and offers that you see on our website and, if you have agreed to receiving marketing communications, to send you relevant messages that we think you like.
If you are in the process of placing an order under your account and you leave our website before your order has been placed, we may contact you in order to help you easily complete your order.
Legal basis for this use: For our legitimate interests, to improve our goods and services for you and other customers. You may opt out of receiving marketing communications at any time.
5.4 To better understand you and what you like
To help us understand what you like and better offer these goods or services to you we combine the data described under the section “Categories of data we collect”. This helps inform our business decisions.
Legal basis for this use: For our legitimate interests, to develop and improve our goods and improve our offering for you.
5.5 To inform you about our news and offers that you may like
If you have purchased a product from us either online or in store or registered to receive marketing communications, we will provide you with news from us such as new products and services that you may be interested in or offers that you may like. This may include information about products and services from any of our brands (eg HomePlus Furniture, Baker). Please note that we do not share your contact details and other personal data with other companies so that they can market their own products and services to you.
You will be provided with a clear option to opt out if you do not want to receive these communications.
Legal basis for this use: For our legitimate interests, to grow and improve our business.
5.6 Web Banner Advertising
If you visit our websites, you may receive personalised banner advertisements whilst browsing other websites. Any banner advertisements you see will relate to products you have viewed whilst browsing our websites on your computer or other devices. These advertisements are provided by HomePlus Furniture via our trusted partners using ‘cookies’ placed on your computer or other devices (see further information on the use of cookies in our Cookie Policy). You can remove or disable cookies at any time - see below for further information.
Legal basis for this use: For our legitimate interests, to improve the goods and services that we offer to you.
5.7 To improve our services, fulfil our administrative purposes and protect our business interests
The business purposes for which we will use your information include accounting, billing and audit, credit or other payment card verification, fraud screening and prevention, safety, security and legal purposes, systems testing, colleague training, maintenance and development.
Legal basis for this use: For our legitimate interest, to ensure the proper administration, security and safety of our business for ourselves and our customers; to make our business more efficient; to improve the goods and services which we offer to our customers.
5.8 To comply with our legal obligations, for example, our obligation to provide your information to government or law enforcement agencies, or to maintain records of our business transactions.
Legal basis for this use: to comply with our legal obligations
5.9 To combat fraud, for the detection and prevention of crime, or to protect our legal rights, for example we may use CCTV images or footage from body worn cameras to help us or enforcement authorities to identify individuals who have broken the law, to protect staff and customers or to pursue our legal rights or defend ourselves against legal or regulatory action or perform checks and/or share details with fraud prevention agencies.
Legal basis for this use: where relevant, to comply with our legal obligations. In other circumstances: to protect our legitimate interests in pursuing our legal rights or defending ourselves against legal or regulatory action.
5.10 To manage your purchases made via credit
When you order goods from us using credit, we use your information to complete your order, to deliver goods to you, to process returns and refunds, and to deal with any queries or complaints you have.
Legal basis for this use: To fulfil our contractual obligations.