Your Rights, Privacy and Data Protection

Data Protection

Use of your data

We will make searches about you at credit reference agencies. They will give us credit information and details from the Electoral Register. The agencies record details of searches whether or not we provide credit. We may use credit-scoring methods to assess your application and to verify your identity. When making credit decisions about you or your household, we and third-party organisations may use credit searches and other information given to us and the credit reference agencies about you and people you are linked with financially. This information may also be used to trace debtors, to prevent money laundering, to manage your account and for marketing.

We may also use information about you, including your shopping habits, when opening and running your credit account. We may use it to obtain payments, to prevent fraud, to trace debtors and for marketing. Unless you have previously told us otherwise, we may share your information with other carefully selected third-party organisations. We or they may contact you for marketing reasons by mail, telephone - which may include automated calling systems - electronic mail or otherwise.

It may be that you do not wish to be contacted by third-party organisations for marketing reasons or you wish to access the personal data we hold about you, or you wish to use any of your other statutory rights under the Data Protection Act 1998. If so, please contact our Data Protection Compliance Officer at Griffin House, 40 Lever Street, Manchester M60 6ES. A fee of £10 is payable for each subject access request you make. If the fee has changed, we'll tell you when you apply.

We may occasionally transfer some of the information you provide outside the European Economic Area (the EEA), for example to prevent fraud or for credit searches. In some cases, countries outside the EEA may not have such well-developed data protection laws as those in the EEA. However, we'll put in place measures and safeguards that require your personal data to be kept secure, confidential and to be processed only and strictly in line with the terms of this privacy policy and any relevant data-protection laws. By shopping with us and giving us your personal data, you consent to its transfer to third-party data processors including those in countries outside the EEA for relevant purposes. This may include providing or improving our services or helping us with our security, credit-risk, or fraud-protection activities.

We may carry out fraud and security checks with CyberSource, Experian and other organisations involved in detecting and preventing fraud. If we or they suspect or identify fraud, we or they may record this and may also pass this information to other organisations to prevent and detect fraud. We, CyberSource, Experian and these other organisations may use this information to prevent fraud in the future.

If we enter a credit agreement with you, we'll also give its details to the credit reference agencies, as well as ongoing details of your account and how you manage it. If you do not repay on time or in full, we'll tell the credit-reference agencies, who will record details of the debt. All this information will be seen by other organisations carrying out later searches.

Information that the credit-reference agencies hold about you may already be linked to records about people you are financially linked with. For the purposes of credit searching, you may be treated as financially linked with them. You will be assessed with reference to any records of your financial links with them.

We may make periodic searches of our records, credit-reference and fraud-prevention agencies to manage your account with us and to take decisions about credit - including whether to make credit available or to extend existing credit. These searches will not be available to other lenders for credit-assessment purposes.

You will have the right to access your personal records held by credit and fraud agencies. We will give you their names and addresses if you ask our Data Protection Compliance Officer, Griffin House, 40 Lever Street, Manchester M60 6ES. We, the credit-reference agencies and fraud-prevention agencies may also use the records for statistical analysis about credit, insurance and fraud.


Your right of return or cancellation

We hope you'll be satisfied with all our products but in the unlikely event you're not, you can cancel an order or return any item as explained here.

You can cancel your order or return an item* for any reason from the time you place the order up to and including the 14th day after its delivery day. If you wish to cancel your order, you'€™ll need to tell us within this 14-day period. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if your actions reduce its value. Please return it to us as soon as possible after giving notice of cancellation (and in any event within the next 14 days). If you return all the items in an order, we'll refund the cost of the returned items plus the delivery charge (excluding any additional charges for Nominated or Next Day delivery). However, if the return is made via our courier or through a myHermes ParcelShop, we'll charge you a return fee and deduct it from your refund. The return fee will not exceed the original delivery charge. Returning the item by any other means is entirely at your cost.

If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is £3.00 per item.

*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty; bespoke and customised or personalised items, items which have been sealed for health or hygiene reasons if unsealed, and sealed audio, video and software recordings if unsealed.

Faulty Items

If anything you order from us fails prematurely because of defective workmanship or materials we'll happily offer you a repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.

Price policy

We describe every item in our catalogue as accurately as we can. However, occasionally product description or pricing errors occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we'll do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we cannot contact you, we may treat your order as cancelled. Subject to this, we intend that prices remain valid for the life of this catalogue. All orders are subject to our acceptance. We accept your order and form the contract between you and us only when the goods are despatched to you. Finally, all our products are subject to availability - we cannot supply what we do not have.

Protecting your interests and our complaints procedure

We aim to get it right first time, but if we make a mistake we'll try to put it right promptly. If you have a question or complaint, please call our Enquiry Line and one of our advisors will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome over the phone. If we can't, or we need to investigate further, we'll confirm receipt of your complaint within 5 working days and, in most cases, resolve the problem within 4 weeks.

Complex complaints can take a little longer. In this case, we'll always let you know when to expect an answer. If, together, you and we have not reached an agreement within 8 weeks, we'll give you information about the Financial Ombudsman Service.

You can contact us at any time while your complaint is being investigated, by writing to Service Resolution Manager, Home Shopping Direct, Customer Contact Centre, 40 Lever Street, Manchester, M1 1BB. Don't forget to include your Customer Number so we can find your records quickly.

We subscribe to the Mailing Preference Service and the Telephone Preference Service.

For staff training and for quality control purposes, your calls may be monitored or recorded.