Your Rights, Privacy and Data Protection

Data Protection

Use of your data

We will make searches about you at credit reference agencies who will supply us with credit information, as well as information from the Electoral Register. The agencies will record details of the search whether or not credit is granted. We may use creditscoring methods to assess your application and to verify your identity. Credit searches and other information which is provided to us and/or the credit reference agencies, about you and those with whom you are linked financially may be used by JD Williams and Company Limited and other third-party organisations when credit decisions are made about you or other members of your household. This information may also be used for debt tracing and the prevention of money laundering and fraud, as well as the management of your account and also for marketing purposes.

We may also use your information, including shopping habits, to open and run your credit account. It may be used for payment recovery, fraud prevention, debtor tracing and for our marketing. Unless you have previously stated otherwise, we may share your information with other carefully selected third party organisations. We or they may contact you for marketing purposes by mail, telephone, which may include automated calling systems, electronic mail or otherwise.

If you do not wish to be contacted by third-party organisations for marketing purposes or wish to access the personal data that we hold about you, or you wish to exercise any of your other statutory rights under the Data Protection Act 1998, please contact the Data Protection Compliance Officer at Griffin House, 40 Lever Street, Manchester M60 6ES. A fee of £10 is payable for each subject access request that you submit. Any statutory change in this fee will be advised to you at the point of application.

Some of the information you provide may occasionally be transferred outside the European Economic Area (the EEA) for example for fraud prevention or credit searches. In some cases, countries outside the EEA may not have as well developed data protection laws as those in the EEA. However, we will put in place measures and safeguards that require your personal data is kept secure, confidential and is only processed strictly in accordance with the terms of this privacy policy and any applicable data protection laws. By shopping with us and submitting your personal data you consent to the transfer of your personal data to third party data processors including those located in countries outside the EEA for relevant purposes, for example to deliver or improve our services or to assist our security, credit risk, or fraud protection activities.

We may carry out fraud and security checks with CyberSource, Experian and other organisations involved in fraud detection and prevention. If we or they suspect or identify fraud we and/or they may record this and may also pass this information to other organisations for the purpose of fraud detection and prevention. We, CyberSource, Experian and these other organisations may use this information for fraud prevention purposes in the future.

If we enter a credit agreement with you, we will also supply details of your agreement with us to the credit reference agencies, as well as ongoing details of your account and how you manage it. If you do not repay on time or in full, we will tell the credit reference agencies who will record details of the debt. All this information will be seen by other organisations carrying out later searches. Information held about you by the credit reference agencies may already be linked to records relating to those with whom you are financially linked. For the purposes of credit searching you may be treated as financially linked and you will be assessed with reference to any 'associated' records. We may make periodic searches of our records, credit reference and fraud prevention agencies to manage your account with us, to take decisions regarding credit, including whether to make credit available or to continue to extend existing credit. These searches will not be available to other lenders for credit assessment purposes. You will have the right to access your personal records held by credit and fraud agencies. We will supply their name and addresses upon request to Data Protection Compliance Officer at Griffin House, 40 Lever Street, Manchester M60 6ES. We, the credit reference agencies and fraud prevention agencies may also use the records for statistical analysis about credit, insurance and fraud.


Your right of return or cancellation

We're sure you'll be satisfied with all of our products, but, in the unlikely event you're not, you can cancel an order or return any item as explained here.

You can cancel your order or return an item* for any reason from the time you place the order up to and including the fourteenth day after the day of delivery of the item. If you wish to cancel your order you will need to tell us within this 14 day period. You may use our cancellation form if you wish. You should take care of the item as we may not be able to give you a full refund if the value of the item is reduced as a result of your actions. Please return it to us as soon as possible after giving notice of cancellation (and in any event within the next 14 days). If you return all the items in an order we will refund the cost of the returned items plus the delivery charge (excluding any additional charges for nominated or next day delivery) however, where the return is made via our courier or through a Hermes ParcelShop we will charge you a return fee which will be deducted from your refund. The return fee will not exceed the original delivery charge. If you return the item by any other means this will be entirely at your cost.

If, at our sole discretion, we decide to accept a return received outside of this returns period, we reserve the right to make a charge to cover our costs in processing the late return - currently this charge is £3.00 per item.

*PLEASE NOTE - Orders for the following items cannot be cancelled or returned unless faulty; bespoke and customised or personalised items, items which have been sealed for health or hygiene reasons once unsealed, and sealed audio, video and software recordings once unsealed.

Faulty Items

If anything you order from us fails prematurely due to either defective workmanship or materials we will happily offer you a repair, replacement or full or partial refund. Please contact us to arrange for the return of defective items.

Price policy

We describe every item in our catalogue as accurately as we can. However, occasionally product description or pricing errors may occur. If after you have submitted your order we discover such an error or the item ordered becomes unavailable we will do our best to inform you at the earliest opportunity. You may then choose whether to proceed with your order or to cancel it. If we are unable to contact you we may treat your order as cancelled. Subject to this it is our intention that prices remain valid for the life of this catalogue. All orders are subject to our acceptance. Acceptance of your order and the formation of the contract between you and us will only take place when the goods are despatched to you. Finally, all our products are subject to availability.

Protecting your interests and our complaints procedure

Our aim is to get it right first time, and if we do make a mistake we will try to put it right promptly. If you have a query or complaint, please call our Enquiry Line and one of our advisors will be happy to help you; we'll do our utmost to work with you to reach a satisfactory outcome over the phone. If we can't, or we need to do some more investigation, we'll confirm receipt of your complaint within five working days and, in most cases, resolve the problem within four weeks.

Complex complaints can take a little longer and if this is the case, we will always let you know when to expect an answer. If together we have not reached an agreement within eight weeks, we will provide you with information about the Financial Ombudsman Service.

You can contact us at any time while your complaint is being investigated, by writing to Service Resolution Manager, Home Shopping Direct, Customer Contact Centre, 23 Hunts Bank, Manchester M3 1AX. Don't forget to include your Customer Number so we can find your records quickly.

We subscribe to the Mailing Preference Service and the Telephone Preference Service.

For staff training and for quality control purposes, your calls may be monitored or recorded.