Privacy Policy
This policy explains what personal information Vesta Stoves collects, why we use it, who we share it with, how long we keep it and the rights available to you.
Last updated: 29 July 2026Privacy at a glance
Vesta Stoves acts as the controller of personal information described in this policy. This means we decide why and how that information is used.
We only collect information that is reasonably needed for our business, website, orders, manufacturing, delivery, installation, support, security and legal responsibilities.
1. Who we are
In this policy, “Vesta Stoves”, “we”, “us” and “our” mean Vesta Stoves, the business responsible for the processing described below.
Vesta Stoves
197 Hesketh Lane
Tarleton
Lancashire
PR4 6AT
2. Personal information we collect
Depending on how you interact with us, we may collect:
- Identity information, such as your name, account username and title.
- Contact information, such as your postal address, delivery address, email address and telephone number.
- Order and transaction information, including products, options, quotations, invoices, payments, refunds, delivery and warranty history.
- Installation and property information, such as measurements, photographs, videos, plans, property access details, chimney or flue information and installation requirements.
- Account information, including your account preferences and order history.
- Communications, including emails, contact-form submissions, messages, reviews, telephone notes and customer-service correspondence.
- Technical and usage information, such as IP address, browser type, device information, pages visited, referring page and cookie identifiers.
- Marketing preferences, including whether you have agreed to receive marketing and how you prefer to be contacted.
- Security and fraud information, such as login activity, failed payment information and anti-spam or fraud-screening results.
Please do not send health, financial-account, identity document or other sensitive information unless it is genuinely necessary and we have asked for it.
3. Where personal information comes from
We collect information:
- directly from you when you order, register or contact us;
- when you use our website or accept optional cookies;
- from payment, delivery and installation providers;
- from people acting for you, such as an installer or family member;
- from publicly available sources where appropriate; and
- from fraud-prevention and website-security services.
4. How and why we use personal information
| Purpose | Information commonly used | Typical lawful basis |
|---|---|---|
| Responding to enquiries and preparing quotations | Identity, contact, property and communication information | Steps requested before entering a contract and legitimate interests |
| Accepting, manufacturing and fulfilling orders | Identity, contact, order, property, delivery and transaction information | Performance of a contract |
| Taking payment and issuing refunds | Identity, contact, order and payment-related information | Performance of a contract and legal obligations |
| Delivering products and arranging installation | Contact, delivery, property, access and order information | Performance of a contract |
| Warranty registration, support and complaints | Identity, contact, order, product and communication information | Contract, legal obligations and legitimate interests |
| Accounting, tax and record keeping | Identity, order, transaction and invoice information | Legal obligations |
| Website security, anti-spam and fraud prevention | Technical, usage, login and transaction information | Legitimate interests and legal obligations |
| Improving products, services and the website | Aggregated usage, order, review and communication information | Legitimate interests; consent where required for cookies |
| Sending optional email marketing | Identity, contact and marketing-preference information | Consent, or legitimate interests where permitted by law |
| Establishing, exercising or defending legal claims | Relevant order, transaction, communication and technical information | Legitimate interests and legal obligations |
Where we rely on legitimate interests, we consider whether the use is necessary, proportionate and balanced against your rights and expectations.
5. Lawful bases explained
- Contract: the processing is necessary to take steps at your request or to perform our contract with you.
- Legal obligation: we need to comply with tax, accounting, consumer, safety or other legal requirements.
- Legitimate interests: the processing supports a genuine business need, such as customer support, security, fraud prevention or service improvement, and does not unfairly override your rights.
- Consent: you have actively agreed to a particular use, such as optional cookies or certain marketing. You may withdraw consent at any time.
6. Who we share personal information with
We may share only the information reasonably required with:
- payment processors and banks;
- delivery, freight and collection companies;
- installers, surveyors and relevant subcontractors;
- website hosting, ecommerce, email and IT providers;
- anti-spam, security and fraud-prevention providers;
- analytics and advertising providers where you have consented;
- accountants, insurers, legal advisers and professional consultants;
- government bodies, regulators, courts or law-enforcement authorities where required; and
- a purchaser, investor or adviser involved in a genuine sale, merger or restructuring of the business.
Service providers acting on our behalf may only use the information for the agreed service and must protect it appropriately.
We do not sell personal information to advertisers.
7. Payments
Online payments are processed through payment-service providers. Payment providers may collect and process card, bank, billing, fraud-screening and transaction information under their own privacy terms.
Vesta Stoves does not need to receive or retain the complete card-security code used to authorise an online card payment. The information visible to us may include payment status, transaction reference, payment method and limited card details required for administration and refunds.
8. Marketing and customer reviews
We may send service messages about an enquiry, quotation, order, delivery, installation, warranty or account. These are not marketing messages.
We will only send electronic marketing where we have an appropriate lawful basis. Every marketing email will provide a way to unsubscribe. You may also change your preference by contacting us.
After a purchase, we may invite you to provide a product or service review. Review requests and published reviews may be handled by a specialist review platform. Do not include information in a public review that you do not wish to make public.
With your permission, customer photographs or videos may be used on our website, social channels or marketing material. Any separate usage agreement will continue to apply.
9. Cookies and similar technologies
Our website uses cookies and similar technologies. Some are necessary for functions such as security, remembering basket contents, checkout and account access.
Optional analytics, advertising and personalisation technologies are used only where the required choice or consent has been obtained. You can accept, reject or change optional cookie choices through the cookie banner or cookie settings available on the website.
Blocking necessary cookies in your browser may prevent parts of the website, basket or checkout from working correctly.
10. International transfers
Some technology, payment, hosting, email, analytics or support providers may process personal information outside the United Kingdom.
Where UK data-protection rules apply to a restricted international transfer, we will use a permitted mechanism, such as UK adequacy regulations, appropriate contractual safeguards or a legally available exception. Where required, we will assess whether additional protections are needed.
Contact us for further information about the safeguards relevant to your information.
11. How long we keep personal information
We keep personal information only for as long as reasonably necessary for the purpose collected, including legal, accounting, warranty, safety, dispute and fraud-prevention requirements.
| Record type | Typical retention approach |
|---|---|
| Orders, invoices and payment records | Normally kept for at least the period required by tax and accounting law, commonly six years after the relevant accounting period or transaction. |
| Product, installation and warranty records | Kept for the warranty period and, where reasonably required, longer for product safety, service history or legal claims. |
| Enquiries and quotations that do not proceed | Normally reviewed and deleted when no longer useful, commonly within two years unless there is a reason to retain them longer. |
| Customer-service and complaint records | Kept while the matter is active and for a reasonable period afterwards for continuity and legal claims. |
| Marketing records | Kept until consent is withdrawn, the contact opts out, or the record is no longer needed. Suppression records may be retained so that an opt-out continues to be respected. |
| Security logs and anti-spam data | Kept for a limited period appropriate to security, investigation and fraud prevention. |
Retention periods may be extended where information is needed for an active dispute, investigation, legal hold or regulatory requirement.
12. How we protect information
We use reasonable organisational and technical measures designed to protect personal information against accidental loss, unauthorised access, alteration, disclosure or misuse.
Measures may include access controls, secure accounts, software updates, backups, malware protection, encrypted connections and restricted access to administrative systems.
No internet transmission or storage system can be guaranteed completely secure. Please use a strong, unique password for your account and contact us if you suspect unauthorised use.
13. Your data-protection rights
Depending on the circumstances, you may have the following rights:
Rights are not absolute and exemptions may apply. We may ask for information reasonably necessary to verify your identity before responding.
In most cases there is no fee. We normally respond without undue delay and within one month. The response period may be extended where permitted for a complex request or multiple requests, and we will explain any extension.
Send a request to sa***@************co.uk .
14. Children’s information
Our products and website are intended for adults. We do not knowingly use the website to collect personal information from children for marketing or online purchasing.
Contact us if you believe a child has provided personal information without appropriate involvement from a parent or guardian.
15. Changes to this privacy policy
We may update this policy to reflect changes to our business, technology, service providers or legal requirements.
The latest version will be published on this page with an updated date. Where a change materially affects how we use information, we will take reasonable steps to provide additional notice where appropriate.
16. Contacting us and making a complaint
Please contact Vesta Stoves first with privacy questions, requests or concerns:
You also have the right to complain to the Information Commissioner’s Office. You can find current complaint and contact information at ico.org.uk/make-a-complaint .