Privacy Policy

Last Updated: 01/08/2025

1. Introduction

This Privacy Policy explains how Something By Sue collects, uses, and protects your personal information when you use our website and services.

Contact Information:

  • Business Name: Something By Sue

  • Address:Lincoln, Lincolnshire, UK

  • Email: somethingbysue@outlook.com

2. Information We Collect

2.1 Personal Information

When you make a purchase or create an account, we collect:

  • Full name

  • Email address

  • Shipping and billing addresses

  • Phone number

  • Payment card details (processed securely through our payment processor)

2.2 Technical Information

We automatically collect:

  • IP address

  • Browser type and version

  • Device information

  • Website usage data through cookies

3. How We Use Your Information

We use your personal information to:

  • Process and fulfil your orders

  • Send order confirmations and shipping updates

  • Provide customer support

  • Send marketing communications (with your consent)

  • Improve our website and services

  • Comply with legal obligations

4. Legal Basis for Processing (UK GDPR)

We process your personal data under the following legal bases:

  • Contract performance: To fulfil orders and provide services

  • Legitimate interests: For business operations and improvements

  • Consent: For marketing communications

  • Legal obligation: For tax and accounting requirements

5. Data Sharing and Third Parties

We may share your information with:

  • Payment processors (for secure payment processing)

  • Shipping carriers (for order delivery)

  • Email service providers (for communications)

  • Analytics services (Google Analytics, etc.)

  • Legal authorities (when required by law)

We do not sell your personal information to third parties.

6. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, alteration, disclosure, or destruction. Payment card details are processed using secure, PCI-compliant payment processors.

7. Data Retention

We retain your personal information for as long as necessary to:

  • Fulfil the purposes outlined in this policy

  • Comply with legal obligations (typically 6-7 years for tax records)

  • Resolve disputes and enforce agreements

8. Your Rights (UK GDPR)

You have the right to:

  • Access your personal data

  • Rectify inaccurate information

  • Erase your data (in certain circumstances)

  • Restrict processing

  • Data portability

  • Object to processing

  • Withdraw consent for marketing communications

To exercise these rights, contact us at somethingbysue@outlook.com

9. Cookies

Our website uses cookies to enhance your browsing experience. You can control cookie settings through your browser preferences.

10. Changes to This Policy

We may update this Privacy Policy periodically. We will notify you of significant changes via email or website notice.

Refund Policy

Last Updated: 01/08/2025

1. Your Right to Cancel

Under UK Consumer Protection legislation, you have the right to cancel your order within 14 days of receiving your items, without giving any reason.

2. How to Cancel

To cancel your order:

  1. Contact us within 14 days of delivery

  2. Email: [your email] or phone: [your phone]

  3. Clearly state your intention to cancel

  4. Include your order number and details

3. Returning Items

3.1 Return Conditions

Items must be:

  • Returned within 14 days of cancellation notice

  • In original condition and packaging

  • Unused and undamaged

  • Complete with all accessories and documentation

3.2 Return Process

  1. Contact us for return authorisation

  2. Package items securely in original packaging

  3. Include a copy of your order confirmation

  4. We will email you with a location for return

3.3 Return Costs

  • You are responsible for return shipping costs

  • We recommend using tracked delivery service

  • Risk of loss during return shipping lies with the customer

4. Items Not Eligible for Return

The following items cannot be returned:

  • Customised or personalised products

  • Items specifically made to your requirements

5. Refund Processing

5.1 Refund Timeline

  • We will process your refund within 14 days of receiving returned items

  • Refunds will be made to your original payment method

  • You may see the refund in 3-5 business days after processing

5.2 Refund Amount

  • Full purchase price (excluding original delivery costs)

  • Return shipping costs are not refunded

  • If items are not in original condition, we may reduce the refund amount

6. Damaged or Faulty Items

If you receive damaged or faulty items:

  1. Contact us immediately

  2. Provide photos of the damage/fault

  3. We will arrange collection and provide full refund or replacement

  4. We will cover all associated costs for genuinely faulty items

7. Delivery Issues

7.1 Non-Delivery

If your order doesn't arrive:

  • Contact us within 30 days of expected delivery

  • We will investigate with the carrier

  • Full refund or reshipment will be provided

7.2 Incorrect Items

If you receive incorrect items:

  • Contact us within 7 days

  • We will arrange collection and send correct items

  • No additional cost to you

8. Processing Delays

Please allow:

  • 2-3 business days to process cancellation requests

  • 5-7 business days to inspect returned items

  • Up to 14 days for refund processing

9. Exceptions

This policy does not affect your statutory rights under UK consumer protection law. If you are not satisfied with our response, you may contact your local Trading Standards office or Citizens Advice.

10. Contact Information

For all refund and return enquiries: