Privacy and Cookies Policy
This policy explains how D&H Innovation collects, uses, shares and protects personal information when you use our website, contact us, place an order, subscribe to updates or interact with our services.
Who we are
D&H Innovation is the trading name of D&H General Trading Ltd, a company registered in Scotland under company number SC466221.
For the purposes of this policy, D&H General Trading Ltd is the data controller for personal information collected through this website and in connection with our products and services.
Our office address is Unit 1/4 Discovery House, Gemini Crescent, Dundee, DD2 1SW, United Kingdom. Our registered office is Coach House, 474 Perth Road, Dundee, DD2 1LL, United Kingdom.
Email: customerservice@dhinnovation.co.uk
Website: www.dhinnovation.co.uk
Contact: Visit our Contact Us page
Information we collect
We may collect personal information that you provide directly to us, information generated when you use our website, and information required to process orders, payments, delivery, returns, warranty cases and customer support requests.
- Name, billing address, delivery address and contact details.
- Email address and telephone number.
- Order details, payment status, delivery information, return information and warranty records.
- Account registration details and login-related information.
- Customer service messages, product enquiries, support requests, reviews and feedback.
- Technical information such as IP address, browser type, device information, cookie identifiers and website usage information.
- Marketing preferences, newsletter subscription status and communication preferences.
We do not intentionally collect special category personal data through the website. Please do not send sensitive personal information to us unless it is necessary for your enquiry or required by law.
How we use your information
We use personal information to operate our website, process orders, provide customer support, comply with legal obligations and improve our products and services.
To process orders, payments, deliveries, returns, refunds, warranty claims and customer account activity.
To respond to enquiries, technical support requests, complaints, product questions and after-sales service cases.
To operate the website, prevent fraud, protect accounts, maintain security, monitor performance and resolve technical issues.
To send email updates where you have subscribed, or where we are legally permitted to contact existing customers about similar products or services.
Lawful basis for processing
Under UK data protection law, we must have a lawful basis for using personal information. Depending on the situation, we may rely on one or more of the following lawful bases:
- Contract: where processing is necessary to take steps before entering into a contract with you or to fulfil an order or service contract.
- Legal obligation: where processing is necessary to comply with tax, accounting, product safety, consumer protection, regulatory or other legal obligations.
- Legitimate interests: where processing is necessary for our legitimate business interests, including customer support, fraud prevention, website security, business administration and service improvement, provided your rights do not override those interests.
- Consent: where you have given consent, for example for newsletter subscription, certain marketing activities or non-essential cookies.
You can withdraw consent at any time where processing is based on consent. Withdrawing consent does not affect processing that took place before withdrawal.
Sharing information
We may share personal information with trusted service providers and business partners where this is necessary to provide our products and services, operate our website, process payments, deliver orders, handle returns, provide customer support, prevent fraud or comply with legal obligations.
- Payment providers and payment processors.
- Courier, logistics, fulfilment and warehouse providers.
- Website hosting, IT, security and system administration providers.
- Email, newsletter, customer service and communication service providers.
- Analytics, advertising and performance measurement providers, where permitted by law and your cookie preferences.
- Manufacturers, distributors, repair centres and warranty service partners where needed for support or warranty cases.
- Professional advisers, insurers, accountants, auditors, legal advisers and regulatory authorities.
We may also disclose information where required by law, regulation, court order, law enforcement request or competent authority.
Payments, fraud prevention and order security
Payments on our website are processed by third-party payment providers. We do not store full payment card details on our own website systems.
We may use order, billing, payment, address, device and contact information to verify transactions, prevent fraud, protect customers and reduce unauthorised use of payment methods.
Payment providers may process your information under their own privacy policies. You should review the privacy information provided by the relevant payment provider if you need more detail about how they handle payment data.
Marketing communications
You may choose to subscribe to our marketing emails, product updates, promotions, special offers and buying advice. Where required, we will only send marketing emails if you have given consent.
We may also contact existing customers about similar products or services where permitted by law, including under the soft opt-in rules for existing customer relationships.
You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us. Service emails about orders, payments, delivery, returns, warranty or account activity are not marketing emails and may still be sent where necessary.
Cookies and similar technologies
Cookies are small text files placed on your device by websites. Similar technologies may include pixels, tags, scripts, local storage and other technologies that store or access information on your device.
Used to make the website work, keep the basket and checkout functioning, remember cookie preferences, support security and enable core website features.
Used to understand how visitors use our website and improve performance, content, product information and user experience.
Used, where enabled, to measure advertising, improve marketing campaigns and show more relevant content or advertising.
Used to remember preferences and support enhanced website features where available.
Some cookies are necessary for the website to operate and do not require consent. Non-essential cookies, such as analytics or marketing cookies, are controlled through our cookie consent banner where required.
Managing cookies
You can manage cookie preferences using the cookie banner or the “Manage consent” option shown on our website where available.
You can also change your browser settings to block, delete or restrict cookies. The steps depend on your browser and device.
If cookies are disabled, you may still be able to browse the website, but some features such as basket, checkout, account login and payment processing may not work properly.
You can find general guidance about cookies at aboutcookies.org.
International transfers
Some of our service providers, systems or technology suppliers may process personal information outside the United Kingdom. Where this happens, we expect appropriate safeguards to be used where required by data protection law, such as adequacy regulations, approved contractual protections or equivalent safeguards.
How long we keep information
We keep personal information only for as long as reasonably necessary for the purposes described in this policy, including to provide services, handle orders, manage returns and warranty cases, comply with legal obligations, resolve disputes and maintain business records.
- Order, invoice, payment and accounting records may be retained for tax, accounting and legal record purposes.
- Customer service, return, repair and warranty records may be retained for as long as needed to manage the relevant case and protect legal or business interests.
- Marketing subscription records may be retained until you unsubscribe, withdraw consent or ask us to stop contacting you.
- Cookie consent records may be retained to remember your preferences and demonstrate compliance.
- Website security logs may be retained for a limited period to protect the website, prevent fraud and investigate security issues.
When information is no longer needed, we will delete it, anonymise it or securely retain it only where required by law or legitimate business need.
Your rights
Depending on the circumstances, you may have rights under data protection law in relation to your personal information.
- The right to be informed about how your information is used.
- The right of access to your personal information.
- The right to request correction of inaccurate or incomplete information.
- The right to request deletion of certain information.
- The right to request restriction of processing in certain circumstances.
- The right to object to certain types of processing, including direct marketing.
- The right to data portability in certain circumstances.
- The right to withdraw consent where processing is based on consent.
Some rights are subject to legal limits. For example, we may need to retain certain information for tax, accounting, fraud prevention, legal claims, consumer protection or regulatory purposes.
Security
We take reasonable technical and organisational steps to protect personal information against unauthorised access, loss, misuse, alteration or disclosure. However, no website, email system or online service can be guaranteed to be completely secure.
You are responsible for keeping your account login details secure and for notifying us promptly if you suspect unauthorised access to your account.
Third-party websites
Our website may contain links to third-party websites, services, manufacturer pages, payment providers, social platforms or external resources. We are not responsible for the privacy practices, security or content of third-party websites. You should review their privacy policies before providing personal information to them.
Complaints and contact
If you have any questions about this Privacy and Cookies Policy, or if you want to exercise your data protection rights, please contact us using the details below.
You also have the right to complain to the UK Information Commissioner’s Office if you are unhappy with how we handle your personal information. We would appreciate the opportunity to deal with your concern first, so please contact us before raising a complaint with the ICO where possible.
D&H General Trading Ltd. T/A D&H Innovation
Unit 1/4 Discovery House, Gemini Crescent, Dundee, DD2 1SW, United Kingdom
Email: customerservice@dhinnovation.co.uk
Website: www.dhinnovation.co.uk
Contact: Visit our Contact Us page
Changes to this policy
We may update this Privacy and Cookies Policy from time to time to reflect changes in our website, systems, services, legal requirements or business operations. The latest version will be published on this page.
Last updated: July 2026.