Privacy Policy

Last Updated: May 2026

This Privacy Policy explains how Charles Medical collects, uses, stores and protects your personal information when you visit our website, place an order, contact us, create an account, or otherwise use our services.

Charles Medical is the data controller for the personal information we process.

Charles Medical
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom
Email: shop@charlesmedical.co.uk

1. Personal Information We Collect

We may collect and process the following types of personal information:

• Name
• Billing address
• Delivery address
• Email address
• Telephone number
• Order details
• Payment and transaction information
• Account login details
• Customer service communications
• Returns, refunds and complaint information
• IP address, browser type, device information and website usage data
• Marketing preferences

2. How We Collect Personal Information

We collect personal information when you:

• Place an order
• Create an account
• Contact us by email, phone, website form or social media
• Subscribe to marketing communications
• Request a return, refund or replacement
• Leave a review or provide feedback
• Use or browse our website

We may also receive information from service providers such as Shopify, payment processors, delivery couriers, fulfilment providers, marketing platforms and fraud prevention services.

3. How We Use Your Personal Information

We use your personal information to:

• Process and fulfil orders
• Take payment and prevent fraud
• Arrange delivery and provide tracking updates
• Handle returns, refunds, complaints and customer service queries
• Create and manage customer accounts
• Send order confirmations and transactional messages
• Comply with legal, tax, accounting and regulatory obligations
• Maintain product safety, traceability and complaint records where relevant
• Improve our website, products and services
• Send marketing communications where permitted by law
• Protect our business, website, customers and systems

4. Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing your personal information.

We rely on the following lawful bases:

• Contract: To process orders, take payment, deliver products, manage returns and provide customer support.
• Legal obligation: To comply with tax, accounting, consumer protection, product safety and regulatory requirements.
• Legitimate interests: To prevent fraud, improve our services, manage complaints, protect our business, maintain records and respond to customer queries.
• Consent: Where required for marketing communications, cookies or other optional services.

5. Medical Product Safety and Traceability

As Charles Medical supplies medical devices, medical consumables and healthcare-related products, we may need to retain certain order, product, batch, complaint, return and customer communication records for product safety, traceability, regulatory compliance, fraud prevention and legal claims.

This information may be used to investigate product issues, respond to safety concerns, support recalls, verify supply history, or comply with applicable legal and regulatory obligations.

6. Who We Share Personal Information With

We may share personal information with trusted third parties where necessary to operate our business and provide our services. These may include:

• Shopify, our ecommerce platform provider
• Payment processors and fraud prevention providers
• Delivery couriers, including Royal Mail and other carriers
• Fulfilment and warehouse providers
• IT, hosting and website service providers
• Email, marketing and communication platforms
• Accountants, bookkeepers, legal advisers and professional advisers
• Regulators, law enforcement agencies, courts or public authorities where required by law

We only share personal information where necessary and where there is a lawful basis to do so.

7. Shopify

Our store is hosted by Shopify. Shopify provides the ecommerce platform that allows us to sell products and services to you.

When you use our website or place an order, your personal information may be processed by Shopify to provide checkout, payment, order management, analytics, fraud prevention and related ecommerce services.

Shopify may process personal information outside the United Kingdom. Where this happens, appropriate safeguards are used in accordance with applicable data protection law.

8. Payments

Payments are processed securely by third-party payment providers. Charles Medical does not directly store full payment card details.

Payment providers may process your personal information to authorise payment, prevent fraud, process refunds and comply with financial regulations.

9. Marketing Communications

We may send you marketing emails where you have consented to receive them or where otherwise permitted by law.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our emails or by contacting us at shop@charlesmedical.co.uk.

Even if you unsubscribe from marketing, we may still send important service messages relating to your orders, account, returns, refunds or legal notices.

10. Cookies and Similar Technologies

Our website may use cookies and similar technologies to operate the website, improve performance, remember preferences, analyse usage and support marketing activity.

You can manage cookie preferences through your browser settings or any cookie preference tool available on our website.

11. International Transfers

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will ensure that appropriate safeguards are in place, such as adequacy decisions, standard contractual clauses, the UK International Data Transfer Agreement, or other lawful transfer mechanisms.

12. How Long We Keep Your Information

We keep personal information only for as long as reasonably necessary for the purposes for which it was collected.

Retention periods may vary depending on legal, tax, accounting, regulatory, product safety, dispute resolution and business requirements.

Examples include:

• Order and transaction records may be kept for accounting and tax purposes.
• Customer service and complaint records may be kept to resolve disputes and support legal claims.
• Medical product, batch, return and complaint records may be kept for product safety, traceability and regulatory purposes.
• Marketing preferences may be retained to ensure we respect your opt-out choices.

13. Security

We take reasonable technical and organisational steps to protect your personal information against unauthorised access, loss, misuse, alteration or disclosure.

However, no website, online system or method of transmission is completely secure. You should avoid sending sensitive or confidential information through insecure channels.

14. Your Data Protection Rights

Under UK data protection law, you may have the right to:

• Access the personal information we hold about you
• Request correction of inaccurate personal information
• Request deletion of your personal information in certain circumstances
• Object to certain types of processing
• Request restriction of processing
• Request transfer of your personal information
• Withdraw consent where processing is based on consent
• Complain to the Information Commissioner's Office

These rights are not absolute and may be subject to legal exceptions.

15. How to Exercise Your Rights

To exercise your data protection rights, please contact us at:

shop@charlesmedical.co.uk

We may need to verify your identity before responding to your request.

16. Children's Privacy

Our website and services are not intended for children.

We do not knowingly collect personal information from children. If you believe a child has provided personal information to us, please contact us so that we can review and delete it where appropriate.

17. Third-Party Links

Our website may contain links to third-party websites or services.

We are not responsible for the privacy practices, security or content of third-party websites. You should review their privacy policies before providing personal information.

18. Complaints

If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.

You also have the right to complain to the UK Information Commissioner's Office:

Information Commissioner's Office
Website: https://ico.org.uk/

19. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business, legal obligations, technology or services.

The latest version will always be available on this page.

20. Contact Details

If you have any questions about this Privacy Policy or how we use your personal information, please contact:

Charles Medical
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom
Email: shop@charlesmedical.co.uk