Privacy policy

Last updated: 27 July 2026

1. Who we are

Pure Gloss Ltd, trading as Pure Gloss, is responsible for deciding how personal information described in this notice is used.

Our details are:

Pure Gloss Ltd
Company number: 15487280
Registered office: 71–75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: sales@puregloss.co.uk

For UK data-protection purposes, Pure Gloss Ltd is the data controller.

2. Scope of this notice

This Privacy Notice explains how we collect, use, store and share personal information when you:

visit puregloss.co.uk;
purchase a product;
create or use an account;
contact customer support;
request a return or refund;
subscribe to marketing;
submit a review; or
otherwise interact with Pure Gloss.

3. Personal information we collect

Depending on how you interact with us, we may collect:

Identity information

Your name and account identifier.

Contact information

Your email address, billing address, delivery address and any contact information you provide.

We use email as our main customer-support contact method.

Order and transaction information

Products ordered, order value, payment status, delivery information, returns, refunds, complaints and customer-support history.

Payment information

Payments are handled by payment providers.

We may receive confirmation that a payment was approved, declined or refunded, together with limited transaction details. We do not normally receive or store complete payment-card numbers.

Account information

Communications

Emails, contact-form submissions, product questions, complaints, return requests and other correspondence.

Product-support information

Information relevant to a product or application question, which may include vehicle details, surface condition, preparation methods, environmental conditions, photographs and product batch information.

Website and device information

IP address, browser type, device type, operating system, approximate location, referring website, pages viewed, actions taken, cookie identifiers and similar technical information.

Marketing information

Newsletter preferences, marketing consent, unsubscribe requests and interactions with marketing messages.

Review information

Your review, name or display name, rating, photographs and other content you choose to submit.

4. How we collect information

We collect personal information:

directly from you;
through our website and checkout;
through cookies and similar technologies;
from Shopify and other website providers;
from payment providers;
from delivery companies;
from fraud-prevention and security providers;
from email and customer-support providers; and
from publicly available sources where lawful and necessary.

5. How we use personal information

Processing and fulfilling orders

We use identity, contact, payment-status, order and delivery information to:

process an order;
take or confirm payment;
send order communications;
dispatch products;
provide tracking;
handle cancellations, returns and refunds; and
provide customer support.

Our lawful basis is normally that the processing is necessary to perform a contract with you or take steps at your request before entering into a contract.

Customer support and product guidance

We use information supplied in enquiries to answer questions, investigate problems and provide product guidance.

Our lawful basis is normally performance of a contract or our legitimate interest in providing customer support and maintaining customer relationships.

Legal and regulatory compliance

We use and retain information where necessary to comply with accounting, tax, consumer-protection, product-safety, fraud-prevention and other legal obligations.

Our lawful basis is compliance with a legal obligation.

Fraud prevention and website security

We may use order, payment, device and technical information to detect suspicious activity, protect accounts, prevent fraud and maintain website security.

Our lawful basis is our legitimate interest in protecting customers, Pure Gloss and our website. In some situations, processing may also be necessary to comply with a legal obligation.

Managing complaints and legal claims

We use order details, correspondence, photographs and other relevant information to investigate complaints, exercise legal rights and respond to claims.

Our lawful basis may be performance of a contract, compliance with a legal obligation or our legitimate interest in establishing, exercising or defending legal rights.

Website operation

We use strictly necessary technical information to operate the website, maintain security, remember basket contents and provide features requested by you.

Our lawful basis is normally our legitimate interest in operating a secure website or performing a contract with you.

Analytics

Where required, we use analytics cookies only after receiving consent.

Analytics information helps us understand website use and improve navigation, content and performance.

Our lawful basis for placing non-essential analytics cookies is consent.

Marketing

We may send product news, offers and related marketing where:

you have consented; or
the limited existing-customer marketing exception applies and you were given a clear opportunity to opt out.

You can unsubscribe at any time.

Where consent is required, our lawful basis is consent. Where the existing-customer exception lawfully applies, our data-protection basis may be legitimate interests.

We will still send non-marketing messages needed to administer an order, return, safety notice or account.

Reviews

We use submitted reviews to display customer feedback, moderate content and promote our products.

Our lawful basis is your consent where appropriate and our legitimate interest in publishing genuine customer feedback.

6. When information is required

Some information is needed to enter into or perform a contract.

For example, we need a name, delivery address, email address and payment confirmation to process an online order.

If required information is not provided, we may be unable to accept or fulfil the order.

Marketing information is optional.

7. Who we share information with

We may share relevant personal information with:

Shopify

Our online store is hosted and supported through Shopify.

Shopify may process information needed to provide the store, checkout, customer account, security and related services.

Payment providers

Payment providers process payment details, authorisations, fraud checks and refunds.

Delivery and fulfilment providers

Couriers and fulfilment providers receive the information needed to deliver an order, normally including the recipient’s name, address, contact details and parcel information.

Technology and support providers

We may use providers for website hosting, email, customer support, cloud storage, security, fraud prevention, analytics and technical maintenance.

Marketing providers

Where enabled and permitted, marketing platforms may process email-address, consent and campaign-interaction information.

Advertising or tracking providers will not be permitted to set non-essential cookies before the required consent is obtained.

Professional advisers

We may share relevant information with accountants, insurers, solicitors and other professional advisers.

Public authorities

We may disclose information to courts, regulators, law-enforcement bodies, tax authorities or other public bodies where required or permitted by law.

Business transfers

If Pure Gloss or its assets are sold, reorganised or transferred, relevant information may be disclosed to advisers, prospective purchasers and the resulting business subject to appropriate confidentiality and legal safeguards.

We do not sell customer names or contact details as a standalone mailing list.

8. International transfers

Some service providers may process information outside the United Kingdom.

Where personal information is transferred to a country that is not covered by a UK adequacy decision, we will use an appropriate legal safeguard where required.

This may include the UK International Data Transfer Agreement, the UK Addendum to approved contractual clauses or another lawful transfer mechanism.

9. How long we keep information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, accounting, product-safety and dispute-resolution requirements.

Our usual retention approach is:

order, transaction, invoice and tax records: normally six years from the end of the relevant financial year, or longer where legally required;
customer-support and return correspondence: normally up to two years after the matter is closed, or longer where linked to an order, product-safety concern or legal claim;
account information: while the account remains active and for a reasonable period after closure;
complaints and legal claims: for as long as needed to resolve the matter and meet applicable limitation periods;
marketing information: until you unsubscribe, withdraw consent or the information is no longer needed;
suppression information: limited information may be retained after an unsubscribe so that we can respect the request;
reviews: while the review remains published or until there is a valid reason to remove it; and
cookie information: for the period stated in the relevant cookie or cookie-management tool.

We periodically review retained information and securely delete or anonymise it when it is no longer required.

10. Security

We use reasonable technical and organisational measures designed to protect personal information.

These may include access controls, password protection, secure service providers, encrypted connections, monitoring and staff or contractor confidentiality requirements.

No online system can be guaranteed to be completely secure.

Do not send full payment-card information or unnecessary sensitive information by email.

11. Your data-protection rights

Depending on the circumstances, you may have the right to:

request access to your personal information;
ask us to correct inaccurate or incomplete information;
ask us to erase information;
ask us to restrict how information is used;
object to particular uses of information;
receive certain information in a portable format;
withdraw consent where processing is based on consent; and
object to direct marketing at any time.

These rights are not absolute and may be subject to legal conditions or exemptions.

To exercise a right, email sales@puregloss.co.uk.

We may need to verify your identity before completing a request.

12. Marketing preferences

You may unsubscribe from marketing by:

using the unsubscribe link in a marketing email; or
emailing sales@puregloss.co.uk.

Unsubscribing from marketing does not stop order confirmations, delivery notices, safety communications or other non-marketing messages.

13. Cookies

Our use of cookies and similar technologies is explained in our Cookie Policy below.

You can change non-essential cookie choices through the Cookie Preferences link in the website footer.

14. Automated decisions

We do not normally make decisions producing legal or similarly significant effects using solely automated processing.

Payment, fraud-prevention or security providers may use automated checks when assessing a transaction. Where legally required, further information about those checks can be obtained from the relevant provider or from us.

15. Children

Our website and chemical products are not directed at children.

We do not knowingly collect personal information from children for marketing.

Contact sales@puregloss.co.uk if you believe a child has provided personal information without appropriate authority.

16. Third-party websites

Our website may contain links to third-party websites or social-media platforms.

Those organisations control their own use of personal information. Review their privacy information before supplying personal data.

17. Complaints about personal information

sales@puregloss.co.uk

You also have the right to complain to the Information Commissioner’s Office, the UK supervisory authority for data protection.

18. Changes to this notice

We may update this Privacy Notice when our practices, providers or legal obligations change.

The latest version will be published on the website with an updated date.