Astral Hygiene Ltd: Privacy Policy

Last updated: 20 October 2026

This Privacy Policy explains how Astral Hygiene Ltd collects and uses personal information when you visit our website, contact us, place an order or manage an account with us. It also explains how to ask questions, exercise your data protection rights or raise a complaint.

Personal information is information that identifies you, either on its own or together with other information. It includes details about individuals acting for a business, such as employees, directors and sole traders. The relevant UK framework includes the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations, as amended.

Who Is Responsible for Your Information?

Astral Hygiene Ltd is the data controller for the personal information covered by this policy. Our published Information Commissioner’s Office registration number is ZA390105.

Postal address: Astral Hygiene Ltd, Charlesfield Industrial Estate, St Boswells, Scottish Borders, TD6 0HH, United Kingdom.
Email: gdpr@astralhygiene.co.uk
Telephone: 01835 824342

Our GDPR email inbox is actively monitored. You can use these contact details for privacy questions, requests concerning your information and data protection complaints.

What Information Do We Collect?

The information we need depends on your dealings with us. It can include:

• Identity and business details: your name, job title, organisation and account information.
• Contact and delivery details: email address, telephone number, billing address, delivery address and relevant site details.
• Order and payment information: products purchased, order history, invoices, payment status and bank or payment details needed for a transaction. We do not retain complete card payment information.
• Credit information: information relevant to assessing financial risk when credit checks are carried out.
• Communications: enquiries, emails, information submitted through our website, complaints and telephone recordings.
• Preferences and feedback: product interests, marketing preferences and information you choose to provide in surveys or promotions.
• Website-use information: information about visits and interactions collected through cookies and similar technologies. Depending on the technology, this can include online identifiers and device or browsing information.

Please provide only information relevant to your enquiry or order. If information needed to process an order, deliver goods, take payment or assess an account application is not supplied, we may be unable to provide the requested service.

Where Does the Information Come From?

Most information comes directly from you when you contact us, use our website, open an account, buy products or respond to our communications. Information may also be supplied by someone arranging an order or delivery on your behalf.

Where relevant to your transaction or account, we also receive information from organisations involved in payment processing, delivery and credit-reference checks. Website-use information is collected through the technologies described in the cookies section below.

Why Do We Use Your Information?

Data protection law requires a lawful basis for each use of personal information. The basis depends on the purpose and your relationship with us:

• Quotes, orders, deliveries and account administration: to take steps you request before entering a contract and fulfil our contract with you. Where you act for a business customer, our legitimate interest is managing that business relationship and fulfilling its orders.
• Customer enquiries and service: to respond to questions and deal with problems relating to an order. This supports our contractual responsibilities and our legitimate interest in providing an effective customer service.
• Payments, credit risk and outstanding accounts: to process transactions, assess financial risk and pursue amounts owed. The relevant bases are contractual necessity and our legitimate interest in managing credit risk and recovering debts, depending on the activity.
• Accounting, tax and regulatory matters: to meet legal obligations, including keeping records and responding to lawful requests from authorities.
• Service improvement and feedback: our legitimate interest in understanding customer needs and improving our products and services.
• Website analytics and advertising: to understand website use and measure or personalise advertising where these features are enabled. Where optional tracking requires consent, that consent is the basis for the associated processing. You can manage your choices through Cookie Settings.
• Marketing: consent where required, or legitimate interests where the law permits this. The separate marketing section explains your choices.

Relying on legitimate interests requires consideration of your rights and interests. You can ask us about the basis for a particular use of your information or object as explained below.

Credit Checks

We carry out credit checks to assess financial risk. Information used for this purpose may include details supplied in an account application and information obtained through credit-reference services.

Where this involves personal information, our legitimate interest is assessing and managing the risk of offering credit. Please contact us if you need details of the checks relevant to your application, the information involved or the provider used. You can also ask us to explain an account decision or correct inaccurate personal information.

Telephone Call Recording

We record telephone calls. Our telephone system and call recordings are managed by Focus Group on our behalf.

Recordings are retained for three months from the date of the call and are then deleted.

For questions about call recordings or requests relating to your personal information, contact gdpr@astralhygiene.co.uk. If you are requesting information about a particular call, its approximate date, time and the number used can help us locate it. You do not have to use a particular form to make a request.

Who May Receive Your Information?

We share relevant information where needed to provide a service, manage our business relationship with you or meet a legal requirement. Recipients can include:

• Payment service providers and banks involved in processing payments.
• Delivery and logistics providers involved in fulfilling orders.
• Providers supporting our website, business IT and communications, and analytics or advertising providers where the relevant features are enabled in line with your choices.
• Focus Group, which manages our telephone system and recordings on our behalf.
• Credit-reference providers where checks are carried out.
• Professional advisers, debt-recovery agents and solicitors dealing with relevant accounts, disputes or legal matters.
• Tax authorities, regulators and other bodies where disclosure is legally required.

We limit sharing to information relevant to the purpose. Organisations processing information on our behalf must use it under appropriate instructions and data protection terms. Some recipients, such as banks or credit-reference providers, may have their own responsibilities as data controllers and their own privacy notices.

We do not pass your personal information to another organisation for its own marketing without your explicit consent.

International Transfers

Use of a service provider can involve personal information being processed outside the United Kingdom. A restricted international transfer must have a valid basis under UK data protection law, such as UK adequacy regulations or appropriate safeguards. Safeguards can include an approved International Data Transfer Agreement or the UK Addendum to the relevant standard contractual clauses, together with the assessment required by law.

You can contact gdpr@astralhygiene.co.uk for information about transfers relevant to your personal information and how to obtain details of applicable safeguards.

How Long Do We Keep Information?

We keep personal information for the period needed for its purpose and any applicable legal requirements. Different records have different retention needs:

• Telephone recordings: three months from the call date, followed by deletion.
• Orders, payments and accounts: the period needed to administer the transaction or relationship and meet applicable accounting, tax and record-keeping requirements.
• Enquiries and complaints: the period needed to deal with the matter and any related dispute, legal obligation or claim.
• Credit-check information: the period justified by the account assessment, credit relationship and any relevant legal or dispute requirements.
• Marketing preferences: for as long as needed to manage your choices. A limited record of an objection may need to be retained to prevent further unwanted marketing.

When deciding a retention period, we consider the purpose, the type and sensitivity of the information, legal duties and whether a relevant claim or dispute remains unresolved. Contact us if you need the retention information applicable to a particular record.

Marketing and Your Choices

We may contact you about relevant products, services, news or offers where permitted by law. Giving us an email address for an order does not, by itself, amount to consent to marketing.

Where consent is required, you can withdraw it at any time. Any use of an existing-customer exception for email marketing must meet its legal conditions, including an opportunity to opt out when details are collected and in subsequent messages. Different electronic-marketing rules can apply to corporate subscribers, but your right to object to the use of your personal information for direct marketing remains.

You can stop direct marketing at any time. Use the unsubscribe link in a marketing email or contact gdpr@astralhygiene.co.uk. Opting out does not prevent essential messages about an order, payment or service you have requested.

Cookies and Website Information

Cookies and similar technologies store or access information on your device. Our website uses cookies for website functions and to help understand how pages are used. Analytics and other tracking technologies can involve personal information, such as online identifiers; they should not automatically be treated as anonymous.

Technologies needed to provide a service you request, such as essential basket functions, may be used without consent where a legal exception applies. Optional technologies that require consent must not be used before that consent is given. Visiting the website or reading this policy does not itself provide that consent.

Use the COOKIE SETTINGS button on our website to review cookie categories and change your choices. Choose Show details to see the cookie declaration, which lists names, providers, purposes and retention information. The declaration includes Google Analytics, Google advertising services, YouTube and CookieScript. You can use Decline all to reject optional categories, or adjust the available category switches and choose Save & Close.

You can also manage stored cookies through your browser settings. Blocking essential cookies can affect functions such as the basket or checkout. Browser settings do not replace any consent controls that the law requires a website to provide. Contact us with questions about the technologies used or your choices.

Security and Personal Data Breaches

We are responsible for using appropriate physical, technical and organisational measures to protect the personal information we handle. Please report suspected loss, misuse or unauthorised access promptly to gdpr@astralhygiene.co.uk or call 01835 824342.

A personal data breach can involve loss, unauthorised access or disclosure, alteration, or loss of availability. It is not limited to the loss of highly sensitive information.

Where a breach is likely to create a risk to people’s rights and freedoms, we will notify the ICO without undue delay and, where feasible, within 72 hours of becoming aware of it. Where a breach is likely to create a high risk to affected individuals, we will also inform them without undue delay, as required by law.

Your Data Protection Rights

Depending on the circumstances and the lawful basis for processing, you may:

• Ask for access to the personal information we hold about you and a copy of it. This is not limited to information you supplied yourself.
• Ask us to correct inaccurate information or complete information that is incomplete.
• Ask for erasure where the legal conditions apply.
• Ask us to restrict use of your information in applicable circumstances.
• Request a portable copy of information you supplied where processing is automated and based on consent or a contract.
• Withdraw consent at any time where we rely on it. This does not affect processing that was lawful before withdrawal.

Your Right to Object

You have an absolute right to object to the use of your personal information for direct marketing. You may also object, for reasons relating to your circumstances, where processing is based on legitimate interests. We will assess such an objection under the applicable legal rules.

Some rights have conditions or exemptions. For example, an erasure request does not automatically require deletion of records that we must retain by law. If we cannot act on a request, we will explain the reason and your options for challenging the decision.

How to Make a Request

You can make a request verbally or in writing, including by telephone, email or post using the details above. No special form or legal wording is required. We may reasonably ask for information needed to verify your identity or an authorised representative’s authority.

We respond without undue delay, normally within one calendar month. Where legally permitted because of complexity or the number of requests, we may extend this by up to two further months and will explain the extension within the initial month. If necessary identity information or clarification affects the time limit under the law, we will explain this. Requests are normally free of charge.

Questions and Data Protection Complaints

If you are concerned about how we handle your personal information, please contact gdpr@astralhygiene.co.uk, call 01835 824342, or write to the address above. Tell us what happened and how you would like us to contact you. You do not need to quote legislation to raise a complaint.

We will acknowledge your data protection complaint within 30 days of receiving it, investigate without undue delay, keep you informed of progress and tell you the outcome.

You also have the right to complain to the Information Commissioner’s Office, the UK’s independent data protection regulator. Visit the ICO complaints page or call 0303 123 1113.

Other Websites and Changes to This Policy

Other websites linked from our site have their own privacy information. Please read their notices before providing personal information to them.

We may update this policy to reflect changes to our services, practices or legal requirements. The date at the top identifies the latest wording update. Please contact us if you need help understanding how it applies to you.