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Privacy Policy

Privacy Policy for Your Personal Data

This privacy policy sets out how Monstervalley will process your personal data through your use of the Monstervalley Website (including our live chat function), when engaging with Monstervalley through social media, when you visit one of our retail stores, or otherwise interact with us.

We will keep your personal data secure and be transparent with you as to how your personal data is processed which is our commitment to you.

This policy applies to personal data that you provide to us online, through social media, email, telephone, post, or which may be provided to us in other ways. Reference to "website" refers to https://www.monstervalley.com/

If you are under 16, please ask your parent or legal guardian to make a purchase on your behalf and provide their personal information.

It tells you:

  • how we collect and process your personal data,
  • the reasons for which we may use your personal data,
  • who we may disclose your personal data to, and
  • your rights and choices in relation to your personal data.

Personal Data we may collect

  • We may collect and process the following kinds of personal data, which includes but is not limited to:
  • Contact information¬†such as name, postal address, email address and contact telephone number
  • Financial informationsuch as billing address and payment card information (debit or credit cards)
  • Any other relevant¬†personal data given by you when communicating with us, including any reviews that you submit to us in relation to our products and/or services
  • If you have a¬†customer account, we may collect information such as username and account number, and information about the products you browse or add to your Wishlist
  • Details of the products you have purchased¬†or viewedwhile using our Website, and other information relating to your purchases
  • Additional personal details such as¬†your gender, birthday and age, which you can choose to provide to us when setting up a customer account
  • Technical information such as your¬†device operating system, IP Address, Device ID data, location and Log-file data which are automatically collected when you visit our Website.
  • Details about your relationship with our authorised dealers, if you are employed or engaged by one of them or otherwise interact with them.

We also use cookies on our Website in order to retain certain information such as what you have added to your basket and what you have browsed. For more information please also see our separate cookies policy on our Website in respect of our approach to cookies.

We may also collect personal information from third party sources and/or publicly available sources such as:

  • Instagram
  • Facebook
  • Twitter
  • Pinterest
  • YouTube

Reasons for collecting and processing your Personal Data

Monstervalley will use your personal data in connection with the provision of our Website or through supplying Monstervalley products to you, either through the Website or when you visit us in store or through an authorised dealer. In particular, we may collect and use your personal data for the reasons set out in the table below.

For each of these purposes we have set out the relevant legal bases that we rely on in order to use your personal information. This is because, under data protection law, we may only use your personal data if we have a valid legal basis to do so.

Of course, you can always opt to not provide us with your personal data, and you also have the right to object to our use of your personal data in certain circumstances, more information on which is included in the "Your Rights" section below. However there is certain personal information that we require that is essential for performing our business. For example, if you do not provide personal data such as financial information, or contact information, we will not be able to supply your ordered goods or perform your requested services. We will identify what information is essential when collecting the personal data from you.

Purpose

Legal Basis

To communicate with you and other individuals, in relation to orders for products and/or services.

This processing is in our legitimate interest, as the information is required in order to manage and carry out our functions as a business.

Collecting and processing your information is also necessary in order for us to enter into or perform a contract we have with you.

To manage complaints, reviews, queries and other customer support.

This processing is in our legitimate interest, as the information is required in order to manage and carry out our functions as a business.

Where you have provided us with a review of our products or services, we may request to publish your review on our Website. This will be published anonymously, unless you provide your consent for us to include your first name and first letter of your surname when publishing the review.

To manage and improve the quality of your online experience with us

Legitimate interests. We require your personal information to enhance, modify and personalise the Website and your overall shopping experience for your benefit.

To keep you updated with monstervalley products and services that we think you will be interested in.

We rely on your consent in order to provide marketing communication. Please see the Promotional Communications section below for more information.

To prevent against fraud or other criminal activity, which may include assisting law enforcement.

We process your data in this way where it is necessary for compliance with a legal obligation.

We may also process this information where it is in our legitimate interests of ensuring our premises are secure and that our business is conducted in a safe and appropriate way.

Where such data amounts to criminal convictions or offences data, we will also rely on the basis of processing the data to prevent or detect unlawful acts, or to prevent fraud, each as authorised under UK data protection law.

To analyse and improve monstervalley products and services in order to develop our business and improve customer experience.

This processing is in our legitimate interest, as the information is required in order to manage, improve and carry out our functions as a business.

To engage with you through our social media channels.

This processing is in our legitimate interest, as the information is required in order to manage and carry out our functions as a business.

To manage product recalls

We process your data in this way where it is necessary for compliance with a legal obligation.

This processing may also be in our legitimate interest, as the information is required in order to manage, improve and carry out our functions as a business.

Legitimate Interests

Where we rely on the basis of our legitimate interests in order to collect and use your personal data , we will balance our interests in running our business effectively with your own interests to ensure that we do not materially impact on your rights or interests. This balancing test is conducted on a case by case basis when relying on legitimate interests as a basis for collecting and using your personal data. 

 Promotional Communications

 

Personalising Your Experience

 

Monstervalley is committed to providing you with the best possible service and customer experience, and a key part of this is ensuring the content you receive from us is as relevant and helpful to you as possible. There are a number of ways we achieve this, including:

  • Reviewing any category preferences that you have informed us of through our Website, such as which of our collections interest you. You can do this by logging into your customer account or by following the link in our emails. Providing us with these preferences is entirely voluntary.
  • Asking you for feedback about our Website and the services we provide to help develop and improve them further. Again, any such feedback is optional.
  • Using cookies and related technologies across our Website to understand the products and services you are most interested in to create a more tailored user experience. Please see our¬†Cookies Policyfor more information on how Monstervalley uses cookies and related technologies, and your options in relation to consenting to such technology.

We use this information to build a clearer profile of what our customers are interested in and enjoy, and use these profiles to inform decisions about our Website provision, in-store experience, and our products and services. We may also use this information to tailor advertisements while you are using our Website, and third party sites. This information is collected and used subject to your consent, where necessary, and in accordance with our legitimate interest of improving our service provision and ensuring that our business operates effectively.

Cookie

A cookie is a piece of data stored on the user's hard drive containing information about the user.

We use both session and persistent cookies. Cookies enable us to track and target the interests of our users in the aggregate by analyzing popular areas and products to enhance future experiences on our site.

Cookies do not cause damage to your computer systems or files, and only the web site that transferred a particular cookie to you can read, modify or delete such cookie.

If you do not want information collected through the use of cookies, there are simple procedures in most browsers that allow you to delete existing cookies, to automatically decline cookies, or to be given the choice of declining or accepting the transfer of particular cookies to your computer.

You can easily erase cookies from your computer or mobile device using your browser. For instructions on how to handle and delete cookies please look under "Help" in your browser.

You can choose to disable cookies, or to receive a notification each time a new cookie is sent to your computer or mobile device. However, please note that if you choose to disable cookies, you will not be able to take advantage of all features.

Direct Marketing

We will sometimes use the information above to send you tailored promotional communications about Monstervalley products and services that we believe you will be interested in. We may also contact you in order to request feedback on a product or service you have recently ordered from us, or to send a reminder to complete your purchase if you have left an item within your basket on our Website.

Our marketing communications will only be sent when you choose to receive them from us. You can manage most of your preferences by logging into your account and updating your contact preferences which will give you the option of receiving communications by email, text (SMS), picture messaging or by telephone. Please be aware that for certain marketing channels, you will have to respond "STOP" when prompted by the relevant communication, rather than being able to manage this through your account preferences.

You are free to opt-out of receiving marketing communications from us at any point. If you wish to unsubscribe and no longer receive these communications, then you may either:-

  • unsubscribe using the link at the bottom of the email or SMS we send you, or by responding "STOP" when prompted by the relevant communication;
  • log onto your customer account and revise your marketing preferences; or
  • contact Monstervalley using the details set out in the "Who are we" section above .¬†

We will never transfer your personal data in order to enable third parties to send their promotional emails to you without your explicit consent.

We know that data security is important and matters to everyone and we will wherever possible minimise and review the extent of processing of your personal data to ensure our use is limited to only when it is required.

Your data will be stored within our secure IT environment, and we have put in appropriate security measures to prevent data being accidentally lost, or accessed in an unauthorised way.

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice. If you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

How Long We Retain Your Personal Data

We will retain your personal data securely for three years from the date of your last order, unless you ask for your personal data or account to be deleted before then. If your online customer account has been inactive for three years, we will contact you to ask if you wish for your online account to remain open.  If you do not reply by confirming you wish for your account to remain open, we will close it and delete your personal data. You may close your account and request that we delete your personal data at any time.

We will retain any personal data provided to us in respect of the Repair & Reproof service for three years.   We do this so we can properly answer your after-sales queries and provide you with a great customer service.

We may retain a record of any request from you to unsubscribe to our marketing material for the purpose of ensuring we can continue to respect your wishes and not contact you further.

We also retain certain records for such periods as may be reasonably necessary to comply with our legal and accounting requirements and obligations, such as preparation of our annual accounts and tax returns, dealing with product recalls or other regulatory matters, and managing our relationships with our authorised dealers.

People with whom we may share your personal data 

We may share your personal data with

Our service providers, such as:

  • Our customer relationship management (CRM) service provider, who uses customer personal data to tailor our marketing, campaigns, surveys and competitions, and also to provide us with crucial data insights;
  • Our software providers who assist with understanding customer activity, i.e. through the use of tracking technology, in order to inform Monstervalley of what can be improved, and host certain functionalities on the Website (including the live-chat function);
  • Our Advertising Partners, who we share certain information with regarding your browsing activity on our Website through the use of cookies placed on your device. For more information on how this information is collected and used, please refer to our Cookie Policy;
  • Our couriers who we will pass on certain personal data such as your email address and telephone number so our courier can deliver your goods and offer you more suitable delivery options. If the courier is unable to make a successful delivery, the courier may take an image of your front door so that we can show you an attempted delivery was made. This image is used only to record the fact that delivery was attempted.
  • Our external payment providers who require your payment card details in order to process your order in a secure, encrypted environment.

We may also share your personal data with an authorised dealer of Monstervalley if you have ordered goods or services from Monstervalley via the same authorised dealer. This might occur for example where you have requested a Repair or Reproof of your item at one of Monstervalley’s authorised dealers. Sharing your personal data will be required in order to perform your requested service.  

Our service providers will only be allowed to use your information in the way in which we instruct them and as permitted by applicable laws.

We may share your personal data with other companies in Monstervalley’s group where this is required to fulfil your order.

We may disclose your personal data in order to comply with any legal obligation or to prevent fraud.

We may occasionally work with selected partners to undertake promotional activities. We will not assume you have given us the right to share your personal data with selected partners and will always obtain your prior express consent before sharing any of your personal data. 

We will never provide your personal data to third parties who do not perform necessary services on our behalf.

Children’s Privacy

You must be at least 16 years’ old to use our Website. If you are under 16, please ask your parent or legal guardian to make a purchase on your behalf using their personal information.  You may only access and use our Website with permission from your parent or legal guardian. We do not knowingly collect personal information from children under the age of 16. If we become aware that we have inadvertently received personal information from a child under the age of 16, we will delete such information from our records.

 

Your Rights

Under certain circumstances, you have the right by law to: 

  • request access to your personal data that we hold;
  • request correction of the personal data we hold about you if it is incorrect, out of date or incomplete;
  • request erasure of your personal data, for example where the information is no longer necessary for the purpose which it was collected for, or you withdraw your consent for us to hold such information;
  • object to processing of your personal data;
  • request the restriction of processing of your personal data, for example where you suspect the information held is inaccurate, or is being used in an unlawful manner but you do not want it to be erased (i.e. if required for establishment or defence of a legal claim);
  • request that we transfer your personal data to another organisation, where it is technically feasible;
  • withdraw your consent at any time and request we discontinue any consent-based processing of your personal data after you withdraw that consent.

Please note that where you subsequently object to our processing, or otherwise request that your data is erased, we will be required to retain some of your personal data until we have delivered your ordered goods or performed your requested services, unless you inform us you wish to cancel your order.   

When exercising any of the rights listed above, we will ask you to verify your identity before proceeding to ensure that your personal data is adequately protected from unauthorised use. Likewise, if you have authorised a third party to submit a request on your behalf, we will ask them to prove they have your permission to act.

CONTACT US

 

If you have any questions about this Privacy Policy, you can email us:

 service@monstervalley.com

Changes to This Policy,We reserve the right to change this privacy policy, and any of our policies or procedures concerning the treatment of information collected through the site, without prior notice. You can determine when this privacy policy was last revised by referring to date at the top of this page. Any changes to our privacy policy will become effective upon posting of the revised policy on the Internet, accessible through the site. Use of the site following such changes constitutes your acceptance of the revised policy then in effect. We encourage you to periodically review our privacy policy to ensure familiarity with our most current version.

This page was last updated on January 1, 2022.