Privacy policy

1. Who we are

XTREME GEAR LTD., trading as Xtream Gear, operates the online store at xtreamgear.co.uk. In this policy, “we”, “us” and “our” refer to XTREME GEAR LTD., trading as Xtream Gear.

XTREME GEAR LTD. acts as the data controller for personal information where we determine why and how it is used in operating our retail business. Some providers, including payment providers and Shopify for certain services, may act as separate controllers for their own processing.

Registered office address:
Suite 7, Wessex House, St. Leonards Road, Bournemouth, Dorset, England, BH8 8QS

Privacy contact: hello@xtreamgear.co.uk

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2. Personal information we collect

The information processed depends on how you interact with us and which services you use.

Contact, account and delivery details

Your name, email address, telephone number, billing address, delivery address and account details where you create an account. If you arrange delivery to another person, we also receive the recipient information you provide.

Orders and transactions

Products purchased, order numbers, transaction references, payment status, delivery updates, refunds, returns and relevant purchase history. Payment services process the payment credentials needed to complete your transaction. The information available to us depends on the payment method and may include limited card details, such as the last four digits.

Support and product information

Messages, live-chat conversations, attachments and information supplied for enquiries, complaints, returns or warranty assistance. This may include product serial numbers, IMEI numbers and photographs of a reported fault.

Website and device information

IP address, browser and device type, operating system, referring pages, approximate location derived from IP address, and information about website activity. Collection through optional cookies or similar technologies depends on the tools in use and your applicable consent choices.

Preferences and contributions

Marketing preferences, consent records and any reviews, feedback or other content you choose to submit.

3. Where information comes from

• Directly from you: when you order, contact us, create an account or submit information.
• From your device: through website requests, logs, cookies and similar technologies.
• From service providers: Shopify, payment providers, delivery companies and support services supply information such as payment confirmations, risk indicators and delivery status.
• From another customer: when someone purchases a gift or supplies your details as a delivery recipient.

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4. How and why we use information

Where UK or European data protection law applies, we rely on the following legal bases according to the purpose of processing.

Processing purchases and providing service

We use contact, delivery and transaction information to accept orders, arrange payment and shipping, manage returns and provide purchase-related support. Legal basis: performing our contract with you or taking steps at your request before entering into a contract.

Responding to enquiries

We use your messages and contact details to answer questions and resolve issues. Legal basis: contract-related steps where relevant, or our legitimate interest in communicating with customers and providing effective support.

Security and fraud prevention

We use relevant transaction, device and account information to investigate suspicious activity, protect the store and manage payment disputes. Legal basis: our legitimate interests in preventing fraud and protecting customers and our business, and legal obligations where applicable.

Accounting and legal responsibilities

We retain and use relevant records for accounting, tax, regulatory requests and consumer-law obligations. Legal basis: compliance with applicable legal obligations. Establishing or defending legal claims may also be necessary for our legitimate interests.

Marketing and optional personalisation

Where offered, we use your preferences and relevant interaction information to send product news or offers and provide optional personalised content. Legal basis: consent where required. Where the law permits marketing about our similar products to existing customers without fresh consent, we may rely on legitimate interests, subject to the required opt-out opportunities.

Maintaining and improving our store

We use support feedback and relevant technical information to identify faults and improve usability. Legal basis: our legitimate interest in operating a reliable store. Optional analytics or tracking requiring consent are used only on that basis.

When relying on legitimate interests, we consider the impact on your rights and reasonable expectations. If information is necessary to fulfil an order and you do not provide it, we may be unable to complete the purchase or deliver the goods. Optional marketing choices do not determine whether you can shop with us.

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5. Who we share information with

We share relevant information where needed for the purposes described in this policy, including with:

• Shopify: to host the store and provide checkout, order management and related platform functions.
• Payment providers: to process payments, refunds, authentication and transaction disputes.
• Delivery and fulfilment partners: to dispatch orders, provide tracking and arrange returns. Information may include recipient details, delivery instructions and relevant shipment contents.
• Support and technology providers: to operate customer communications, email, IT systems and services used by our store.
• Manufacturers and repair partners: where necessary to handle a product fault, repair or warranty request.
• Analytics or advertising providers, where used: subject to applicable consent requirements and your privacy choices.
• Professional advisers and authorities: where necessary for accounting, legal advice, compliance or the protection of legal rights.
• Parties to a business transaction: where necessary for a proposed restructuring, sale or transfer, subject to appropriate confidentiality and data protection safeguards.

Providers acting on our behalf are required to process information under appropriate contractual arrangements. Providers acting as independent controllers explain their own practices in their privacy notices.

6. Shopify and connected services

Our store is powered by Shopify. Information submitted through the store is processed by Shopify and its service providers to operate and support the platform.

If you use services such as Shop or Shop Pay, Shopify may process information in its own capacity under its consumer privacy policy. Where Shopify enhanced services or Network Intelligence are enabled, Shopify may also process information about interactions with our store together with information from other merchants or Shopify services for the purposes described in its policy, subject to applicable settings and legal requirements.

Read more: Shopify Privacy Policy and Shopify Consumer Privacy Policy.

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7. Cookies and similar technologies

Cookies are small files stored on your device. Similar technologies, including pixels and local storage, can also support website functions or collect information about interactions.

• Essential technologies: support functions such as the shopping basket, checkout, authentication and security.
• Preference technologies: remember choices such as language or region.
• Analytics technologies, where used: help measure visits and understand how people use the store.
• Advertising technologies, where used: help measure campaigns and personalise advertising.

We request consent before using technologies that require it under applicable law. You can decline optional tracking without losing access to essential shopping functions.

Where displayed, use the website’s cookie preferences control to review or change your choices. You can also manage cookies through your browser, although blocking essential cookies may affect checkout or account functionality. Contact us if you need help accessing privacy controls.

Withdrawing consent does not affect processing that was lawful before withdrawal.

8. Marketing preferences

You can unsubscribe from promotional emails using the unsubscribe link in the message or by contacting us. If other marketing channels are offered, follow the opt-out instructions provided for that channel.

Unsubscribing from marketing does not stop essential communications about an order, refund, security issue or customer-service request.

9. International transfers

Shopify and other providers operate internationally. Your information may therefore be processed outside the United Kingdom or European Economic Area, including in Canada and the United States, depending on the services involved.

Where required, transfers must be supported by an applicable adequacy decision or approved safeguards, such as the European Commission’s Standard Contractual Clauses and the relevant UK transfer agreement or addendum.

Contact us for information about the safeguards relevant to your data and how to obtain a copy. Shopify also provides information about its international data transfers.

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10. How long we retain information

Retention depends on the purpose of the information, our relationship with you and applicable legal requirements. We use the following criteria:

• Orders and accounting records: the period needed to fulfil the transaction and meet applicable tax, accounting, audit and legal-claims requirements.
• Account information: the period needed to provide the account, taking account of inactivity or a closure request and any records that must be retained separately.
• Support, return and warranty records: the time needed to resolve the matter and address relevant warranty obligations or disputes.
• Marketing information: the duration of the relevant permission or relationship. A limited suppression record may be retained to respect an opt-out.
• Technical records and consent information: the period justified by security, troubleshooting, the relevant technology’s lifespan and the need to demonstrate privacy choices.

When information is no longer needed, it should be deleted or anonymised. Certain records may need to be retained longer where a dispute, investigation or legal obligation requires it.

11. Security and returned devices

We use appropriate technical and organisational measures to protect personal information, taking account of its nature and the risks involved. No online service or transmission method can guarantee absolute security.

Before returning an electronic device, back up your files, remove personal accounts and erase personal information where safe and practical. If a fault prevents this, tell our support team before sending the device. Diagnostics or repairs may involve access to the device or erasure of its contents.

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12. Your data protection rights

Depending on your location and the applicable conditions, you may request access, correction, deletion, restriction or portability of your personal information. You may also withdraw consent.

These rights are not absolute. For example, deleting an account does not necessarily require deletion of transaction records that must be kept for legal obligations or claims.

Send requests to hello@xtreamgear.co.uk. We may request proportionate information to verify your identity and protect your data from unauthorised disclosure.

We normally respond within one month, subject to applicable legal rules on extensions or permitted pauses. If additional time is allowed and needed, we will explain why. Requests are normally handled without charge.

13. Automated checks

Checkout and payment services may use automated fraud and security checks. Relevant signals can include transaction details, billing and delivery information, device information and unusual purchase patterns. These checks may lead to a request for verification or affect whether a payment can proceed.

If you believe a check has affected your order incorrectly, contact us to request review and explain your circumstances. Where applicable law provides safeguards for significant automated decisions, you may exercise those rights. A payment provider’s own decisions are also subject to its privacy notice and review procedures.

14. Children’s information

Our shopping services are intended for a general audience and are not designed to solicit personal information from children. If you believe a child has provided information that should not have been collected, please contact us so we can investigate and take appropriate action.

15. External websites

Our store may link to manufacturers, payment services or other external websites. Their privacy practices are governed by their own notices. Review those notices before providing information directly to them.

16. Questions and complaints

Contact us if you have a concern about how your information is handled. You also have the right to complain to the UK Information Commissioner’s Office through ico.org.uk/make-a-complaint.

If the EU GDPR applies to your situation, you may also complain to the relevant supervisory authority, including in the country where you live, work or believe an infringement occurred. You do not have to contact us before approaching an authority.

17. Changes to this policy

We may update this policy to reflect changes to our services, data practices or legal requirements. The revised policy will appear on this page with an updated date. We will provide additional notice or seek consent where required for a change.