Privacy & Cookie Policy

Last updated: 6 October 2026

This Privacy & Cookie Policy explains how Energy Warehouse Ltd, trading as The Eco Supermarket, collects, uses, shares and protects personal information when you visit theecosupermarket.co.uk, buy from us, contact us, request technical or installation support, use our website tools or otherwise deal with us.

We handle personal information in accordance with applicable UK data protection and electronic communications law, including the UK GDPR, the Data Protection Act 2018, the Data (Use and Access) Act 2025 and the Privacy and Electronic Communications Regulations 2003 (PECR).

1. Who we are

The data controller is:

Energy Warehouse Ltd t/a The Eco Supermarket
Company number: 14217102
VAT number: 420 6503 37
Registered office and business address: Unit 18, Dunns Close, Nuneaton, Warwickshire, CV11 4NF
Email: info@theecosupermarket.co.uk
Telephone: 02475 426 626

If you have a question about this policy, want to exercise a data protection right, or wish to make a data protection complaint, please contact us using the details above.

2. The personal information we may collect

Depending on how you use our website or services, we may collect the following categories of personal information:

Identity and contact information, such as your name, email address, telephone number, billing address, delivery address and company details.
Order and account information, such as products ordered, order history, account details, invoices, returns, warranty information and correspondence relating to an order.
Payment information. Payments are handled by payment providers such as Stripe and PayPal, depending on the payment method you choose. We do not normally receive or store your full payment card number.
Delivery information, including delivery address, delivery instructions, tracking details and information needed by couriers, pallet carriers, suppliers or fulfilment partners.
Technical and support information, such as product models, serial numbers, photographs, screenshots, error codes, system details, installer details and other information you provide when asking for technical, compatibility, warranty or returns support.
Installation and project information, such as property address or postcode, electricity usage, bills, photographs, existing solar or battery equipment, property or consumer-unit information and other details needed to assess an installation enquiry or quotation.
Marketing information, such as your marketing preferences, newsletter sign-up details and interactions with marketing emails.
Website and device information, such as IP address, browser and device information, pages visited, referral information, cookie or similar identifiers and website security logs.
Chat and enquiry information, including information you provide through contact forms, live chat, AI-assisted chat, email, telephone or social media.
Trade and business information, such as business name, job role, VAT details or other information provided in a trade or project enquiry.

We do not intentionally ask for special category personal information such as health, ethnicity, religious beliefs or biometric information. If you choose to provide this type of information because it is relevant to an enquiry, we will only use it where there is a lawful reason to do so.

3. How we collect personal information

We collect personal information:

directly from you when you place an order, create an account, complete a form, subscribe to marketing, contact us or use our website tools;
automatically when you use our website, through cookies, logs and similar technologies;
from payment providers, couriers, manufacturers, distributors, installation partners and other service providers where this is necessary to fulfil an order, resolve an enquiry or provide support;
from publicly available business sources where appropriate for trade enquiries, fraud prevention or company verification; and
from advertising, analytics or marketing platforms where the law allows and subject to your choices and applicable consent requirements.

4. Why we use your information and our lawful bases

Purpose	Typical lawful basis
Process orders, take payment, arrange delivery and provide order updates	Performance of a contract
Create and manage customer accounts	Performance of a contract and our legitimate interests in administering customer relationships
Respond to product, technical, returns, warranty and customer-service enquiries	Performance of a contract where connected to a purchase; otherwise our legitimate interests in providing support and responding to enquiries
Assess installation, battery-storage or project enquiries and pass relevant information to an installation partner where requested	Steps at your request before entering a contract; performance of a contract; and legitimate interests in providing requested services
Prevent fraud, abuse, spam, cyber-attacks and misuse of the website	Our legitimate interests in keeping our business, customers and website secure; and legal obligations where applicable
Keep accounting, tax, VAT and business records	Legal obligation
Improve our website, products, customer service and business operations	Our legitimate interests, subject to your rights; consent where required for cookies or similar technologies
Send marketing about our products and services	Consent where required, or legitimate interests together with the PECR existing-customer soft opt-in where the legal conditions are met
Invite customers to leave an independent review	Our legitimate interests in obtaining customer feedback and maintaining trust in our business
Establish, exercise or defend legal claims and deal with disputes	Our legitimate interests and legal obligations

Where we rely on legitimate interests, we consider whether our use of your information is necessary and proportionate and whether your rights and interests override ours.

5. Orders, payments and delivery

When you place an order, we use the information you provide to process the purchase, arrange payment, produce invoices and packing information, deliver the goods and provide after-sales support.

Payment information is processed by the payment provider selected at checkout, which may include providers such as Stripe or PayPal. Those providers process payment information under their own privacy terms. We do not normally have access to your full card details.

We may share the information needed to deliver your order with parcel couriers, pallet carriers, suppliers, distributors or fulfilment partners. Where a supplier dispatches goods directly to you, we may provide it with your name, delivery address and contact details solely for fulfilment and related delivery support.

6. Technical support, warranties and installations

If you ask us for technical support, compatibility advice, a return, warranty support or an installation quotation, we may ask for information such as model numbers, serial numbers, photographs, system information, electricity usage, bills, property details or installer information.

We may share relevant information with a manufacturer, distributor, warranty provider, installer or installation partner where this is reasonably necessary to answer your query, confirm compatibility, process a warranty claim, obtain technical support or provide the service you requested.

7. Marketing communications

We may use email marketing services, including Omnisend, to send product updates, offers and other marketing communications.

We send electronic marketing to individuals only where we have the appropriate permission under applicable data protection law and PECR. This may be because you have consented, or because the existing-customer soft opt-in applies to marketing about similar products or services and you were given a clear opportunity to opt out.

You can unsubscribe at any time by using the unsubscribe link in a marketing email or by contacting us. Service messages about an order, delivery, warranty, safety issue or other existing customer relationship are not marketing and may still be sent where necessary.

If you opt out of marketing, we may retain a minimal suppression record so that we can respect your choice and avoid adding you back to a marketing list by mistake.

8. Cookies and similar technologies

Our website uses cookies and similar storage or access technologies. These may be used for:

essential website functions such as baskets, checkout, security and account sessions;
remembering preferences;
analytics and performance measurement;
advertising and conversion measurement;
fraud prevention and security; and
embedded services such as chat, reviews or other third-party features.

Where PECR requires consent, we ask for permission before using the relevant non-essential technologies. Some limited uses may be permitted without consent where the law provides an exemption and the required safeguards are met.

You can review or change your choices using the Cookie Settings link on our website. You can also control cookies through your browser, although blocking essential cookies may affect website functions such as the basket or checkout.

9. Analytics, advertising and website tools

We use third-party website and business tools which may process device, usage or contact information. These currently include services used for Google tag management or advertising measurement, HubSpot website and chat functions, Omnisend marketing, Trustpilot review services, CleanTalk anti-spam, Wordfence security, WooCommerce ecommerce functions and our own website chat and battery-system tools.

Where our website uses AI-assisted or automated chat, information you choose to enter may be processed to answer your question, identify relevant website content, route an enquiry or capture contact details you choose to provide. We do not use website chat to make solely automated decisions about you that have legal or similarly significant effects.

10. Who we may share personal information with

We may share personal information where necessary with:

payment processors and financial service providers;
couriers, pallet carriers, suppliers, distributors and fulfilment partners;
manufacturers and warranty or technical-support providers;
installation partners, contractors or subcontractors where you request installation or related services;
website hosting, IT, cloud, backup, security and anti-spam providers;
email marketing, CRM, live-chat, analytics, advertising and review providers;
accounting software providers, accountants, insurers and professional advisers;
government bodies, regulators, courts, law-enforcement agencies or other parties where disclosure is required by law or reasonably necessary to protect legal rights; and
a buyer, investor or adviser in connection with a genuine sale, restructuring or transfer of all or part of our business, subject to appropriate confidentiality and data-protection arrangements.

We do not sell personal information to third parties.

11. International transfers

Some of the technology and service providers we use operate internationally, which means personal information may be processed outside the UK.

Where a restricted international transfer is made, we take steps required by UK data protection law. Depending on the destination and provider, this may include relying on UK adequacy regulations, the UK Extension to the EU-US Data Privacy Framework where applicable, or approved contractual safeguards such as the UK International Data Transfer Agreement or UK Addendum together with any required transfer risk assessment.

12. How long we keep personal information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, warranty, fraud-prevention and dispute-resolution requirements.

Orders, invoices and VAT/accounting records: normally retained for at least 6 years where required for tax and VAT record-keeping.
Customer-service and general enquiries: normally retained for up to 24 months after the last meaningful contact unless the information is connected to an order, warranty, technical issue, dispute or other reason requiring longer retention.
Technical, installation and warranty records: retained for as long as reasonably necessary to deal with the project, product support, warranty obligations and any related claims.
Marketing records: retained while you remain subscribed or while we have a lawful basis to market to you. A minimal suppression record may be kept after opt-out.
Website security and technical logs: retained for periods appropriate to security, troubleshooting and fraud-prevention needs.
Cookie and analytics information: retained according to the relevant cookie setting and provider retention period.

We may retain information for longer where it is necessary to establish, exercise or defend a legal claim, comply with law, respond to a regulator or investigate suspected fraud or misuse.

13. How we protect your information

We use appropriate technical and organisational measures intended to protect personal information against accidental or unlawful loss, misuse, alteration, disclosure or access. These measures include access controls, website and account security, anti-spam and security systems, backups and limiting access to people or providers who need the information for legitimate business purposes.

No internet service can be guaranteed to be completely secure, so you should also take reasonable steps to protect your own account credentials and devices.

14. Your data protection rights

Depending on the circumstances and the lawful basis we rely on, you may have the right to:

be informed about how your personal information is used;
request access to personal information we hold about you;
ask us to correct inaccurate or incomplete information;
ask us to erase personal information in certain circumstances;
ask us to restrict processing in certain circumstances;
receive certain information in a portable format;
object to processing based on legitimate interests;
object at any time to the use of your personal information for direct marketing;
withdraw consent at any time where processing is based on consent, without affecting the lawfulness of processing before withdrawal; and
raise a complaint about how we handle your personal information.

Rights are not absolute and may not apply in every situation. We may need to verify your identity before responding to a request.

To exercise a right, email info@theecosupermarket.co.uk and explain what you would like us to do.

15. Data protection complaints

If you believe we have not handled your personal information properly, you can make a data protection complaint to us by emailing info@theecosupermarket.co.uk. Please use the subject line Data Protection Complaint where possible and include enough information for us to understand the issue.

We will acknowledge a data protection complaint within 30 days of receiving it, take appropriate steps to investigate it without undue delay, keep you informed where appropriate and communicate the outcome.

If you remain dissatisfied, you have the right to complain to the UK data protection regulator, the Information Commission (ICO). You can find complaint information at ico.org.uk/make-a-complaint or call 0303 123 1113.

16. Automated decision-making

We may use automation to help operate the website, detect fraud or spam, route enquiries, recommend relevant content or assist customer support. We do not currently make decisions based solely on automated processing that produce legal or similarly significant effects on customers.

17. Children

Our website and products are intended for adults and businesses. We do not knowingly market to or intentionally collect personal information from children under 18. If you believe a child has provided personal information to us, please contact us.

18. Third-party websites

Our website may contain links to manufacturers, installers, energy providers, finance or payment services, review platforms and other third-party websites. Those organisations are responsible for their own privacy practices. We recommend reviewing their privacy information before providing personal data to them.

19. Changes to this policy

We review this policy periodically and will update it where our services, providers or legal obligations change. The current version will always be published on this page with the date of the latest update.

20. Contact us

For privacy questions, rights requests or data protection complaints:

The Eco Supermarket
Energy Warehouse Ltd
Unit 18, Dunns Close
Nuneaton, Warwickshire
CV11 4NF
Email: info@theecosupermarket.co.uk
Telephone: 02475 426 626