COMPANY NAME & NUMBER

Ipswich Vapes Ltd - 10292973

 

GOVERNING LAW, JURISDICTION AND COMPLAINTS

• This site is governed by the law of England and Wales
• Disputes can be submitted to the jurisdiction of the courts of England and Wales or, where the Customer lives in Scotland, to the courts in Scotland
• We try to avoid any dispute, so we deal with complaints in the following way: Customers should contact us immediately if there are any issues; However new items cannot be dispatched until faulty/incorrect goods are confirmed returned
• We aim to follow these codes of conduct, copies of which you can obtain as follows:
• TPD available from https://www.gov.uk/guidance/e-cigarettes-regulations-for-consumer-products

 

DELIVERY & REFUND POLICY

DELIVERY INFORMATION

Free delivery on all orders over £35 (including VAT)

Orders under £35 will be charged at £5.99

Orders are shipped Monday-Friday excluding bank holidays via UK Royal Mail

Orders placed and paid for before 3.00pm Monday – Friday will be shipped first class via UK Mail for next day delivery.

Orders made or paid for after 3.00pm will be sent out the next working day. 

DELIVERY RESTRICTIONS

We ship our products to the UK only.

We are unable to accept orders of over £10,000 online (including multiple orders adding up to that amount over a short period). If you would like to place a large order, please call our customer services team on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays). We’ll be happy to help you.

Certain products may be unavailable to customers, due to regulatory restrictions.

REFUNDS AND RETURNS POLICY

HOW DO I CHANGE AN ORDER?

Unfortunately, it is usually not possible to make changes to an order once you have placed it. If you would like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address or remove items from your order, please contact our Customer Service team by email: info@ipswichvapes.co.uk or calling us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

See below for details on how you may be able to cancel your order.

HOW DO I CANCEL AN ORDER?

Pursuant to the Consumer Contracts Regulations 2013, you have the following cancellation rights when you place an order with us online or by telephone:

• You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the products.
• Your right to return products does not apply to any products which have been opened after delivery. This is necessary for hygiene reasons.
• If you wish to exercise your right of cancellation, you are obliged to retain possession of the products and take reasonable care of them. Do not use the products if you have decided to cancel the order.
• To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
• You can cancel by email: info@ipswichvapes.co.uk or calling us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays.
• If you decide to cancel, please contact customer service on 01473 42 77 88 to obtain a return label and number. Please complete the return label that is sent to you. You should return the products to us within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
• We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

 

MY ORDER ARRIVED AND IT CONTAINS THE WRONGS ITEMS OR IS INCOMPLETE, WHAT SHOULD I DO?

Sometimes we may deliver your items in multiple batches. All products ordered and paid for Monday to Friday prior to 3.00pm are usually delivered the following day. If you feel your order is incomplete, incorrect, damaged, or if we have sent too many products, please email us at info@ipswichvapes.co.uk, or call us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

HOW DO I RETURN AN ITEM?

Contact Ipswich Vapes Customer Care to obtain technical support and, if necessary, your return code. You can email us at info@ipswichvapes.co.uk or call us on 01473 42 77 88 between 9 am and 5 pm Monday to Friday (excluding bank holidays).

• Customer Services will provide you with a returns number. You should return the products to us within 14 days of such cancellation. You should keep proof of postage. Once we receive the products, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
• To return parcels please post to:

Ipswich Vapes Ltd
3 Reynolds Road
Ipswich
Suffolk
IP3 0JL

• We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of you failing to take reasonable care of them. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.

Please note we cannot accept returns of any products which have been opened after delivery. This is necessary for hygiene reasons.

 

PRIVACY POLICY

This is the privacy policy for ipswichvapes.co.uk.

These are the main reasons why we collect and use data about our visitors:

• To log your contact and shipping information so we can deliver products.
• To provide the services you sign up for, such as newsletters and discount codes.
• To carry out marketing analysis and send you communications when we have your permission, or when permitted by law.
• To enable us to show advertising on our sites.

We think carefully about our use of personal data, and below you can find the details of what we do to protect your privacy.  This policy covers, among other topics :

• Information about your rights and our obligations.
• Clarity about our dealings with you and transparency about how we collect and use your personal data.
• Commitments on how we protect your personal data.
• Commitments on how we will facilitate your rights and respond to your questions.

We will continue to review how we can provide more clarity to our customers about our use of data.

About this privacy policy

This privacy policy explains how we (Ipswich Vapes Limited) collect, use, share and transfer your personal data when you use the services provided on ipswichvapes.com & ipswichvapes.co.uk (“our sites”) and our related mobile applications (“our apps”).

Personal data is any information about you by which you can be identified.  This can include information such as:

• your name, date of birth, email address, postal address, phone number, mobile number;
• information about your device (such as the IP address, which is a numerical code to identify your device that can provide information about the country, region or city where you are based); and
• information relating to how you use our sites, apps and services.

Sometimes our sites and apps may contain links to third party sites and services.  These sites and services have their own privacy policies.  If you follow a link to a third party, you should read the privacy policy shown on their site.

 

Who we are and how to contact us

The data controller for our sites and apps is Ipswich Vapes Limited, Reynolds Road, Ipswich, Suffolk, IP3 0JL.  This means that we are responsible for deciding how and why we hold and use your personal data.  If you want to contact us, you can find our contact details in the “How to contact us” section below.

What personal data we collect and how we use it

We collect personal data when you sign up for our services and when you browse our sites or use our apps.  This information is used to provide our vape services, display advertising and analyse how visitors use our sites or apps.

When you use ipswichvapes.com we collect:

• your name;
• your email address;
• your postal address;

When you use our sites or apps we may also use cookies or similar technology to collect extra data, including:

• your IP address - a numerical code to identify your device and which can provide information about the country, region or city where you are based;
• your browsing history of the content you have visited on our sites, including information on how you were referred to our sites via another website; and
• details of your devices, for example, the unique device ID, unique advertising ID and browsers used to access our content.

We will not collect special categories of data - such as information about your race, political opinions, religion, health or sexual orientation - unless you have chosen to provide that information to us.

 

Posting comments on our sites

When you post information on a discussion board or comment publicly on an article on one of our sites, the information you post and your username are publicly accessible.  This information can be viewed online and collected by other people.  We are not responsible for the way these other people use this information.  When contributing to a discussion, we strongly recommend you avoid sharing any personal details, and especially information that can be used to identify you directly such as your name, age, address and name of employer.  We are not responsible for the privacy of any identifiable information that you post in our online community or other public pages of the site.

Using our apps

Ipswich Vapes does not currently provide an app, but when we do, we will update this section.

How we collect personal data

We collect personal data when you:

• log your details with us;
• purchase any products/services;
• attend our events;
• enter our competitions and surveys;
• sign up to our promotional emails;
• post in our online community;
• sign up for marketing communications;
• use mobile devices to access our content;
• access our sites, through cookies and other similar technology; and
• when you contact us via email, social media, our apps or similar technologies or when you mention us on social media.

Why we use your personal data

We use personal data collected through our sites and apps for a number of purposes, including the following:

• To provide the services you sign up for, such as sending out subscriptions.  We also use the personal data for related internal administrative purposes - such as our accounting and records - and to make you aware of any changes to our services.
• To send marketing communications when we have your permission, or when permitted by law.
• To personalise our services (for example, so you can sign in), remembering your settings, displaying personalised advertising as well as measuring how effective our online adverts are, recognising you when you sign in on different devices and tailoring our marketing communications.
• To carry out marketing analysis, for example we look at what you have viewed on our sites and apps and what products and services you have bought, to better understand what your interests and preferences are, and to improve our marketing by making it more relevant to your interests and preferences. You can opt out from having your personal data used for marketing analysis.
• For statistical purposes such as analysing the performance of our sites and apps and to understand how visitors use them.
• To respond to your queries and to resolve complaints.
• For security and fraud prevention, and to ensure that our sites and apps are safe and secure and used in line with our terms of use.
• To comply with applicable laws and regulations.

Legal grounds for using your personal data

We will only use your personal data where we have a legal ground to do so.  We determine the legal grounds based on the purposes for which we have collected and used your personal data.  In every case, the legal ground will be one of the following:

• Consent: For example, where you have provided your consent to receive marketing emails from us.  You can withdraw your consent at any time.  In the case of marketing emails you can withdraw your consent.
• Our legitimate interests: Where it is necessary for us to understand our customers, promote our services and operate our site and app efficiently.  For example, we will rely on our legitimate interest when we analyse what content has been viewed on our sites and apps, so that we can understand how they are used.  It is also in our legitimate interest to carry out marketing analysis to determine what products and services may be relevant to the interests of our customers.  You can opt out from having your personal data used for marketing analysis.
• Compliance with law: In some cases, we may have a legal obligation to use or keep your personal data.

Security of your personal data

We have implemented appropriate technical and organisational controls to protect your personal data against unauthorised processing and against accidental loss, damage or destruction.  You are responsible for choosing a secure password when we ask you to set up a password to access parts of our sites or apps.  You should keep this password confidential and you should choose a password that you do not use on any other site.  You should not share your password with anyone else, including anyone who works for us.  Unfortunately, sending information via the internet is not completely secure.  Although we will do our best to protect your personal data once with us, we cannot guarantee the security of any personal data sent to our site while still in transit and so you provide it at your own risk.

Who we share your personal data with

We do not share your personal data with any other organisations. We do not share your personal data except under the following circumstances:

• We may share your data with other organisations that provide services on our behalf such as dealing with online payments and other forms of payment processing, ie credit card transactions and preventing fraud.
• We may reveal your personal data to any law enforcement agency, court, regulator, government authority or other organisation if we are required to do so to meet a legal or regulatory obligation, or otherwise to protect our rights or the rights of anyone else.

Any organisations which access your data in the course of providing services on our behalf will be governed by strict contractual restrictions to make sure that they protect your data and keep to all data privacy laws that apply.  We may also independently audit these service providers to make sure that they meet our standards.

We will not share your personal data with anyone else for their own marketing purposes unless we have your permission to do this.

Some of our webpages use social plug-ins from other organisations (such as the “Facebook Recommend” function, Twitter’s retweet function, Google+ function).  These other organisations may receive and use personal data about your visit to our sites or apps.  If you browse our site or view content on our apps, information they collect may be connected to your account on their site.  For more information on how these organisations use personal data, please read their privacy policies.

International data transfers

Data we collect IS NOT transferred to, stored or processed in any country other than the United Kingdom.

Whenever we transfer your personal data out of the European Economic Area (EEA), we ensure similar protection and put in place at least one of these safeguards:

• We will only transfer your personal data to countries that have been found to provide an adequate level of protection for personal data.
• We may also use specific approved contracts with our service providers that are based in countries outside the EEA.  These contracts give your personal data the same protection it has in the EEA.
• Where we use service providers in the United States, we may transfer personal data to them if they are part of the Privacy Shield scheme, which requires them to provide a similar level of protection of your personal data to what is required in the EEA.

If you are located in the EEA, you may contact us for a copy of the safeguards which we have put in place for the transfer of your personal data outside the EEA.

How long we keep your personal data

We keep your personal data for only as long as we need to.  How long we need your personal data depends on what we are using it for, as set out in this privacy policy.  For example, we may need to use it to answer your queries about a product or service and as a result may keep personal data while you are still using our product or services.  We may also need to keep your personal data for accounting purposes, for example, where you have bought products.  If we no longer need your data, we will delete it or make it anonymous by removing all details that identify you.  If we have asked for your permission to process your personal data and we have no other lawful grounds to continue with that processing, and you withdraw your permission, we will delete your personal data.  However, when you unsubscribe from marketing communications, we will keep your email address to ensure that we do not send you any marketing in future.

How we may contact you

Service communications

From time to time we may send you service emails, for example, telling you products you have enquired about are coming back in stock or when you place an order with us.

Marketing communications and editorial newsletters

If we have your permission, we may send you information we think may interest you, such as new Vape offers and product updates.  Depending on your marketing preferences, this may be by email, phone, SMS or post.

You can decide not to receive these emails at any time and will be able to “unsubscribe” directly by clicking a link in the email or through your email preferences.

Market research

Sometimes we may contact you for market research purposes, for example about a survey.  You can decide not to receive these emails at any time and will be able to “unsubscribe” directly by clicking a link in the email or through your email preferences.

Responding to your queries or complaints

If you have raised a query or a complaint with us, we may contact you to answer your query or to resolve your complaint.

Cookies and similar technology

When you visit our sites or when you use our apps, we may collect personal data from you automatically using cookies or similar technology.  A cookie is a small file that can be placed on your device that allows us to recognise and remember you.

Online advertising

We don’t do any Online advertising, except through Social Media platforms. What you see is what you get. If this changes in future, we’ll update our Policy and let you know.

Advertising that we place on our site or on other sites

We also use personalised online advertising to promote our own products and services where you have decided to opt in on other sites.  This means that you may see advertising for our products and services on our site (and our other platforms, such as Facebook) and when you are on other, third party websites, including other social media platforms.

Your rights with regards to the personal data that we hold about you

You have the following rights in relation to your personal data:

• If you would like to have a copy of the personal data we hold on you or if you think that we hold incorrect personal data about you, please write to Ipswich Vapes, 3 Reynolds Road, Ipswich, Suffolk, IP3 0JL or email dataprotection@ipswichvapes.com.  We will deal with requests for copies of your personal data or for correction of your personal data within one month.  If your request is complicated or if you have made a large number of requests, it may take us longer.  We will let you know if we need longer than one month to respond.  You will not have to pay a fee to obtain a copy of your personal data (or to exercise any of the other rights).  However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive.
• Where you have provided us with consent to use your personal data, you can withdraw this at any time.
• Where applicable, you may also have a right to receive a machine-readable copy of your personal data.
• You also have the right to ask us to delete your personal data or restrict how it is used.  There may be exceptions to the right to erasure for specific legal reasons which, if applicable, we will set out for you in response to your request.  Where applicable, you have the right to object to processing of your personal data for certain purposes.
• If you do not want us to use your personal data for marketing analysis, you can change your settings.

If you want to make any of these requests, please contact dataprotection@ipswichvapes.com.

We may need to request specific information from you to help us confirm your identity.

Contact us for information about how we use your personal data

If you have any questions about how we use your personal data or if you have a concern about how your personal data is used, please write to IpswichVapes, 3 Reynolds Road, Ipswich, Suffolk, IP3 0JL.

Complaints will be responded to within 30 days.

If you are not satisfied with the way your concern has been handled, you can refer your complaint to the Information Commissioner’s Office.

If you have a question about anything else, please see our Contact us page.

Changes to the Privacy Policy

If we decide to change our privacy policy we will post the changes here. If the changes are significant, we may also choose to email all our registered users with the new details.  If required by law, we will get your permission or give you the opportunity to opt out of any new uses of your data.

Changes to this Privacy Policy to date

November 2019: New policy.