GOLD FACTORY

Privacy Policy

How Gold Factory collects, uses and protects your personal information.

Last updated: 17 August 2026

This privacy notice is also published as Parts AB to AJ of our Terms & Conditions. The numbering below follows that document.

Gold Factory Limited

Company Number: 03910743

Registered Office & Store: 294 Farnham Road, Slough, England, SL1 4XL

Telephone: 01753 536800

Email: info@goldfactory.co.uk

Website: www.goldfactory.co.uk

PART AB - PRIVACY AND DATA PROTECTION NOTICE

114. DATA CONTROLLER

For personal information processed in connection with Gold Factory’s business, the data controller is:

Gold Factory Limited

• Company Number 03910743

294 Farnham Road

Slough

UK

SL1 4XL

Telephone: 01753 536800

Email: info@goldfactory.co.uk

115. DATA PROTECTION COMMITMENT

Gold Factory is committed to processing personal information fairly, lawfully, transparently and securely in accordance with applicable UK data-protection legislation.

116. INFORMATION WE MAY COLLECT

Depending upon the transaction or service, we may collect:

• name;

• address;

• billing address;

• delivery address;

• email address;

• telephone number;

• account details;

• order history;

• transaction history;

• correspondence;

• repair details;

• valuation details;

• part-exchange details;

• gold-selling records;

• identification documents where necessary;

• fraud-prevention information;

• payment-related information;

• IP address;

• browser and device information;

• cookie information;

• CCTV footage;

• website usage information;

• marketing preferences; and

other information voluntarily supplied by the customer.

117. PAYMENT INFORMATION

Payment information may be processed through secure payment systems.

Gold Factory does not need to retain complete payment-card security information within an ordinary customer profile.

118. WHY WE USE PERSONAL INFORMATION

Personal information may be used for processing orders, taking payments, providing products and services, delivery, returns, customer service, customer accounts, repairs, valuations, gold-buying transactions, part exchanges, fraud and crime prevention, security, accounting, legal compliance, audit, complaint handling, enforcing or defending legal rights, website improvement, marketing where lawful and other purposes reasonably connected with the customer’s transaction.

119. LAWFUL BASES

Depending upon the purpose, Gold Factory may process personal information because:

• it is necessary to perform a contract;

• it is necessary to take steps requested before entering a contract;

Gold Factory has a legal obligation;

Gold Factory has a legitimate interest that is not overridden by the individual’s rights;

• the individual has given valid consent; or

processing is necessary to establish, exercise or defend legal claims.

PART AC - FRAUD, CCTV AND SECURITY DATA

120. CCTV

Gold Factory operates CCTV in and around its premises and in areas where valuable goods are:

• received;

• tested;

• packed;

• dispatched;

• returned; or

handled.

CCTV may be used for:

• public and staff safety;

• crime prevention;

• fraud prevention;

• investigation;

• protection of property;

• evidence preservation; and

legal claims.

121. PARCEL RECORDING

Incoming and outgoing high-value jewellery parcels are recorded and may also be photographed as part of Gold Factory’s security and fraud-prevention procedures.

PART AD - SHARING PERSONAL INFORMATION

122. WHO INFORMATION MAY BE SHARED WITH

Where reasonably necessary and lawful, information may be shared with categories of recipients including payment processors, couriers, insurers, IT and hosting providers, professional advisers, accountants, fraud-prevention providers, Klarna or Clearpay where the customer chooses such an option, law-enforcement authorities, courts, regulatory authorities and other service providers necessary to complete the customer’s transaction or meet a legal obligation.

123. LEGAL DISCLOSURE

Information may be disclosed where Gold Factory is required or reasonably permitted to do so for:

• legal compliance;

• fraud investigation;

• sanctions compliance;

• crime prevention;

• court proceedings;

• regulatory requests; or

protection of legal rights.

PART AE - INTERNATIONAL DATA TRANSFERS

124. DATA OUTSIDE THE UK

Some technology or service providers may process information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, Gold Factory will take appropriate steps to use a lawful transfer mechanism or other permitted protection.

PART AF - DATA RETENTION

125. HOW LONG INFORMATION IS KEPT

Gold Factory will not intentionally retain personal information for longer than reasonably necessary for the purpose for which it is held.

Retention depends on factors including the transaction, accounting and tax obligations, legal requirements, anti-fraud and crime-prevention requirements, repair and valuation records, disputes, legal claims, regulatory requirements and security requirements.

When information is no longer reasonably required, it may be deleted, anonymised or securely destroyed, subject to any lawful retention requirement.

126. CCTV RETENTION

CCTV is normally retained only for an appropriate security period unless footage needs to be kept longer because it relates to:

• an incident;

• suspected fraud;

• a police matter;

• a complaint;

• a dispute; or

legal proceedings.

PART AG - MARKETING

127. MARKETING COMMUNICATIONS

Where permitted by applicable privacy and electronic-communications law, Gold Factory may send marketing about jewellery, products, offers, events, services and promotions by channels including email, SMS and WhatsApp.

Marketing communications are separate from necessary order, payment, delivery, security, repair, refund and customer-service messages.

128. MARKETING CONSENT

Where consent is legally required, Gold Factory will seek an appropriate, separate choice for the relevant marketing channel. Agreement to these Terms is not treated as automatic consent to receive marketing.

Where consent is used, it must be given by a clear positive action and may be withdrawn.

129. EXISTING CUSTOMERS

UK electronic-marketing law contains a limited existing-customer exception, commonly known as the soft opt-in. Where Gold Factory relies on that exception, it will do so only where the legal conditions are satisfied, including that the contact details were obtained in connection with a sale or negotiation for a sale of our products or services, the marketing concerns similar products or services, and a clear opportunity to opt out was provided when the details were collected and in each subsequent marketing message.

130. OPTING OUT

Customers can ask Gold Factory to stop direct marketing at any time.

Customers may opt out of email, SMS or WhatsApp marketing individually, or opt out of all Gold Factory marketing communications.

Where required, marketing messages will provide a simple method of opting out.

An opt-out from marketing does not prevent Gold Factory from sending necessary transactional or service communications relating to an order, payment, delivery, Click & Reserve reservation, repair, refund, security check or customer enquiry.

PART AH - COOKIES

131. WHAT COOKIES ARE

Cookies and similar technologies are small pieces of information used by websites for functions such as:

• maintaining a shopping basket;

• logging into an account;

• security;

• remembering preferences;

• analytics;

• improving website performance; and

personalising website functions.

132. ESSENTIAL COOKIES

Certain cookies or similar technologies may be used without consent where they are strictly necessary or otherwise fall within a legal exemption.

133. NON-ESSENTIAL COOKIES

Where consent is legally required for analytics, advertising or other non-essential cookies or tracking technologies, Gold Factory will seek the user’s choice before using them.

Customers should be able to reject or manage non-essential cookies.

PART AI - YOUR DATA-PROTECTION RIGHTS

134. INDIVIDUAL RIGHTS

Subject to applicable exemptions and legal conditions, individuals may have rights including:

• the right to be informed;

• the right of access;

• the right to rectification;

• the right to erasure;

• the right to restrict processing;

• the right to data portability;

• the right to object;

• rights concerning automated decision-making; and

the right to withdraw consent where processing is based upon consent.

135. DIRECT MARKETING OBJECTION

An individual has the right to object to the use of their personal information for direct marketing.

136. DATA ACCESS REQUESTS

Customers wishing to exercise a data-protection right may contact Gold Factory using the contact details in these Terms.

We may need to verify identity before releasing personal information.

PART AJ - DATA-PROTECTION COMPLAINTS

137. MAKING A DATA-PROTECTION COMPLAINT

If a customer believes Gold Factory has handled their personal information incorrectly, they can make a data-protection complaint by contacting Gold Factory.

Gold Factory will provide a reasonable method for making such complaints electronically or by another appropriate means.

138. ACKNOWLEDGING A DATA COMPLAINT

Gold Factory will acknowledge receipt of a qualifying data-protection complaint within 30 days.

139. INVESTIGATION

Gold Factory will take appropriate steps to investigate a data-protection complaint without undue delay.

This may include:

• reviewing records;

• making appropriate enquiries;

• requesting further relevant information; and

keeping the complainant informed where appropriate.

The complainant will be informed of the outcome.

140. INFORMATION COMMISSIONER

A customer also has the right to raise an eligible data-protection complaint with the Information Commissioner’s Office, the UK’s independent data-protection regulator.