Privacy Policy

The controller responsible for your personal data is Domestic & General Heating Limited trading as The Radiator Shop.

This notice applies to people who visit our website, make an enquiry, request a quotation, place or receive an order, create an account, subscribe to marketing, contact us, act for a customer or supplier, or otherwise interact with us.

We sell to two types of customers: individual consumers (private individuals buying for personal or domestic use) and trade or installer customers (businesses, sole traders, contractors and installers buying for purposes relating to their trade or profession). This notice applies to both.

We may also process information about company directors, employees, purchasing and accounts staff, representatives, delivery contacts, site personnel and end customers where their details are provided to us for a legitimate purpose.

If you provide personal data about another person, you must ensure that you are authorised to provide it and that the person has been given appropriate information about how we use their data.

• Identity and business contact details, including your name, company, job role, email address and telephone number.
• Billing, delivery and site details, including addresses, delivery instructions, recipient details, tracking records, signatures, delivery photographs and location records where supplied by a delivery provider.
• Account information, including account identifiers, login and authentication records and marketing preferences.
• Quotation, order and transaction details, including products, quantities, prices, invoices, payment status and bank-payment references.
• Customer-service information, including emails, telephone enquiries, complaints and other correspondence.
• Product and after-sales information, including order and serial numbers, proof of purchase, photographs, packaging information, technical logs, measurements, test results, fault reports, returns and warranty claims.
• Technical and website-use information, including IP address, browser and device information, cookie identifiers and analytics events.
• Information used to protect our business and customers, including identity and business-verification results, account-security and fraud-prevention records and, where checks are carried out, sanctions or credit-risk results.

We do not ask you to provide special-category personal data through our normal ordering process. Please avoid including unnecessary sensitive information in free-text messages.

We collect information directly from you when you use the website, register an account, subscribe, contact us, request a quotation or place an order.

We may also receive information from your employer or another installer or contractor, delivery and logistics providers, banks or approved payment channels, manufacturers handling warranty matters, our service providers and publicly available business sources such as Companies House and company websites.

Technical information may be collected automatically from your device through server logs and cookies or similar technologies, subject to the choices described below.

We identify a lawful basis for each purpose before using personal data. Depending on the circumstances, more than one basis may apply.

After an order is submitted, we may issue an invoice and contact the customer using the details provided to confirm availability, delivery arrangements and an approved payment method. Payment information is processed only through the bank or payment channel confirmed for the relevant order, and goods are dispatched after cleared payment unless we agree otherwise.

Our legitimate interests include administering customer and supplier relationships, fulfilling orders, securing our systems, preventing fraud, recovering debts, improving our services, maintaining business records and handling complaints and legal claims. We balance these interests against your rights and reasonable expectations.

Where we request information needed to process an order, issue an invoice, arrange delivery or comply with law, failure to provide it may mean that we cannot accept or fulfil the order or provide the requested service.

We share only the information reasonably necessary for the relevant purpose. Recipients may include:

• Google service companies providing Firebase authentication, database, storage and related cloud infrastructure.
• Witline-hosted backend, email and systems-support services used to process orders and communications.
• Google Analytics and Google Ads where the relevant non-essential technologies have been enabled with consent.
• Our invoicing and accounting providers, business bank and any approved payment provider used after we contact the customer about the relevant order.
• Couriers, pallet networks, warehouses and other logistics providers involved in collection or delivery.
• Freight agents, customs brokers and overseas delivery partners where required to fulfil an export order.
• Manufacturers, distributors and service partners where needed for technical support, warranty claims, returns or product-safety matters.
• Identity-verification, fraud-prevention, sanctions-screening and credit-reference providers where we carry out the relevant checks.
• IT, cybersecurity, email and professional service providers that support our business under appropriate contractual duties.
• Insurers, debt-recovery providers, legal advisers, auditors, regulators, courts, law-enforcement bodies and public authorities where disclosure is necessary or required by law.
• A purchaser, investor or adviser involved in a proposed sale, reorganisation or transfer of all or part of our business, subject to appropriate confidentiality safeguards.

Service providers acting for us are required to use personal data only for the agreed services and to protect it appropriately. Some recipients, such as banks, couriers or public authorities, may act as independent controllers for their own processing.

Some of our service providers, including cloud, analytics, advertising and technical-support providers, may process personal data outside the United Kingdom.

Where this occurs, we use an applicable UK adequacy regulation or appropriate safeguards, such as the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with additional measures where required.

You may contact us for further information about the destination and safeguards relevant to your information.

We keep personal data only for as long as necessary for the purpose for which it was collected, including legal, accounting, safety and dispute-resolution needs.

Marketing may include product news, stock information, offers and other updates relevant to radiators and heating products. Where consent is required — including for individual consumers and electronic marketing to individual subscribers — we send marketing only after a valid opt-in. Where the law permits business-to-business marketing on a legitimate-interests basis, we still provide a clear and easy way to opt out.

You can unsubscribe using the link in a marketing email or contact us at sales@theradiatorshop.uk. We may retain a minimal suppression record after an opt-out. If email open or click activity is measured, it is used only where legally permitted and subject to the relevant consent choices.

We use strictly necessary cookies and similar technologies to operate and secure our website. These do not require consent, but we provide information about their use.

We use analytics, functionality and advertising technologies, including Google Analytics and Google Ads where configured, only where you have provided consent through our cookie consent controls. Non-essential technologies must not be placed before that consent.

You can accept, reject or change your choices through Cookie Settings. The cookie information shown with those controls describes the relevant names, providers, purposes, categories and durations.

We use appropriate technical and organisational measures designed to protect personal data. These include access controls, account authentication, software maintenance, backups and encryption where appropriate, together with procedures for managing access and incidents.

No internet transmission or storage system can be guaranteed to be completely secure. You are responsible for keeping your account credentials confidential and for contacting us promptly if you suspect unauthorised account use.

Your rights depend on the circumstances and lawful basis. They may be subject to legal conditions, exemptions and identity checks.

To exercise a right, email sales@theradiatorshop.uk. We normally respond within one month. We do not usually charge a fee, although the law permits a reasonable fee or refusal in limited circumstances.

We do not currently make decisions about customers based solely on automated processing that produce legal or similarly significant effects.

We may use automated tools to support website analytics, account security or fraud detection, but a person can review decisions that materially affect an order or account.

Our services are not directed at children under 18, and we do not knowingly collect personal data from children through our ordering process. If you believe a child has provided personal data to us, please contact us and we will take steps to delete it.

You may complain to us about our use of personal data by emailing sales@theradiatorshop.uk.

You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection. Further information is available on the ICO website. You may call the ICO on 0303 123 1113 or write to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.

We may update this notice to reflect changes to our services, providers or legal obligations. We will publish the revised notice on this page and change the “Last updated” date. Where a change is material, we may also notify affected account holders or customers by an appropriate method.

Questions, requests and concerns about this notice or our use of personal data may be sent to: