Privacy/Complaints Policy

Last updated: 03/01/26

SECTION 1 – WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect personal information you provide to us such as your name, billing and delivery address, telephone number, email address, and payment details.

When you browse our website, we also automatically receive your computer’s Internet Protocol (IP) address and certain device and browser information in order to help us understand how customers use our site and to improve user experience.

Email marketing (if applicable):
With your consent, we may send you emails about our store, new products, services, promotions, or other updates. You may withdraw your consent at any time.

SECTION 2 – CONSENT

How do you get my consent?

When you provide personal information to complete a transaction, verify payment details, place an order, arrange delivery, or request a return, we imply your consent to collect and use that information for the specific purpose only.

If we request your personal information for a secondary purpose (such as marketing), we will either ask for your express consent or provide you with a clear opportunity to decline.

How do I withdraw my consent?

You may withdraw your consent at any time by contacting us at:

Email: orders@thekeico.com
Address:
Unit 7–8
31–33 Kenyon Road
Brierfield
Lomeshaye
BB9 5SP
United Kingdom

SECTION 3 – DISCLOSURE

We may disclose your personal information if required to do so by law, regulation, or legal process, or if you violate our Terms of Service.

SECTION 4 – SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage systems, databases, and general Shopify applications. Your data is stored on secure servers behind firewalls.

Purchase transaction data is retained only as long as necessary to complete your transaction, unless longer retention is required by law.

To offer certain payment methods (such as Klarna or finance options), we may pass your personal data (including contact and order details) to the relevant payment provider to assess eligibility and tailor payment options. Your data will be processed in accordance with the provider’s own privacy notice.

SECTION 5 – THIRD-PARTY SERVICES

Third-party service providers used by us will only collect, use, and disclose your information to the extent necessary to perform the services they provide to us.

Certain third-party providers (including payment gateways and finance providers) may have their own privacy policies. We recommend reviewing their privacy notices to understand how your personal data is handled.

Some providers may be located outside the UK or EEA. Where this is the case, appropriate safeguards will be in place (see Section 8).

Once you leave our website or are redirected to a third-party site, you are no longer governed by this Privacy Policy.

SECTION 6 – SECURITY

We take reasonable precautions and follow industry best practices to protect your personal information from loss, misuse, unauthorised access, disclosure, alteration, or destruction.

Payment information is encrypted using Secure Socket Layer (SSL) technology and stored using AES-256 encryption. We comply with PCI-DSS requirements and implement additional industry-standard security measures.

SECTION 7 – AGE OF CONSENT

By using this website and purchasing age-restricted products, you confirm that you are at least 18 years old. You may be asked to provide valid identification upon delivery.

SECTION 8 – DATA STORAGE, INTERNATIONAL TRANSFERS & RETENTION

We take your privacy and data protection seriously.

All personal data collected and processed by KeiCo Living Ltd is stored securely within the United Kingdom (UK)and/or the European Economic Area (EEA).

We do not routinely transfer personal data outside of the UK or EEA. Where international transfers are required (for example, due to third-party service providers’ hosting arrangements), we ensure appropriate safeguards are in place in accordance with the UK GDPR and the Data Protection Act 2018, including:

  • UK adequacy regulations; or

  • Standard contractual clauses approved by the Information Commissioner’s Office (ICO).

Data Retention

We only collect and retain personal data that is relevant and necessary for the purposes for which it was obtained.

Personal data is typically retained for no longer than six (6) years from the date of the last transaction or last meaningful interaction, unless a longer retention period is required or permitted by law (for example, for accounting, regulatory, or legal obligations).

After this period, personal data is securely deleted or anonymised.

SECTION 9 – COMPLAINTS POLICY (INCLUDING FINANCE-RELATED COMPLAINTS)

On the rare occasion that we receive a complaint, we take it very seriously.

If you are unhappy with any aspect of the goods or services you have purchased from us, you may contact us using any of the methods below:

Telephone: 01282 500343
Email: orders@thekeico.com

Postal Address:
KeiCo Living Ltd
Unit 7–8
31–33 Kenyon Road
Brierfield
Lomeshaye
BB9 5SP
United Kingdom

Finance-Related Complaints

If your complaint relates to the finance agreement linked to your purchase, please contact First Call Group Limited, our FCA Principal:

Telephone: 0191 249 8188

If you have an issue with a product purchased via finance and KeiCo Living Ltd has been unable to resolve your concern, you may contact First Call Group Limited directly via:

If You Cannot Reach an Agreement

First Call Group Limited has up to eight (8) weeks to issue a final response to your complaint, though they may respond sooner.

If you remain dissatisfied with their final response regarding your finance agreement, you may be entitled to refer the matter to the Financial Ombudsman Service. You must do so within six (6) months of the date of First Call Group Limited’s final response.

Financial Ombudsman Service contact details:

SECTION 10 – CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this Privacy Policy at any time. Changes and clarifications will take effect immediately upon posting on our website.

If we make material changes, we will notify users by updating this page.

If our business is acquired or merged with another company, your information may be transferred to the new owners to allow continuity of service.

QUESTIONS AND CONTACT INFORMATION

If you wish to access, correct, amend, or delete any personal data we hold about you, register a complaint, or request further information, please contact:

Email: orders@thekeico.com

Postal Address:
KeiCo Living Ltd
Unit 7–8
31–33 Kenyon Road
Brierfield
Lomeshaye
BB9 5SP
United Kingdom

Company Number: 11235720
VAT Number: 328 2238 10