By browsing or using our website you agree to this policy governing the use of the website. If you do not accept this policy then you must not continue to use our website.
We promise:
– To keep your data safe and private.
– Not to sell your data.
– To make it easy for you to manage/review or remove your marketing choices at any time.
– To delete your data if it is no longer required.
How we use your name and contact details
– To deliver your orders.
– Send order updates by text, e-mail or by telephone.
– Sending you information by e-mail or post about new products and services – If opted in.
– For fraud prevention.
– For customer service and product support.
– For training purposes.
How we use your date of birth information
– For Rental and Finance applications and for fraud prevention.
Your payment information
– We do not store credit card details on our servers these are processed directly by the corresponding payment methods you select.
Credit/Debit card option is managed by Global Payments
Your contact history with us
– For customer service and support.
Your stored contact details
– Held on our secure in house system which is maintained by Glenfield Software Ltd
– This database is shared with our parent company Stuart Westmoreland (Holdings) Ltd.
– Any stored data is not used by Stuart Westmoreland (Holdings) Ltd or Glenfield Software Ltd.
Information about the devices you use on our website
Information you give us when you browse our website, including your IP address and device type and, if you choose to share it with us, your location data, as well as how you use our website.
To prevent and detect fraud against either you or Freenet Electrical and to meet our legal obligations about looking after your data.
Sharing your information
We will not sell or rent your personal data to a third party – including your name, address, email address, telephone number/s.
However, in order to fulfil your order or service we will share it with:
– Payment service providers, stock suppliers and delivery companies.
– Companies that provide services selected by you such as SKY UK, POP.
– Professional service providers, such as our reviews collection company (Feefo), marketing agencies, advertising partners and website hosts who help us run our business.
– Credit reference agencies, finance companies, law enforcement and fraud prevention agencies.
– Manufacturers when spare parts are sent to you or for warranty purposes.
– Service engineers or technicians repairing products in your home or work premises.
– We may provide third parties with anonymised information and analytics about our customers and, before we do so, we will make sure that it does not identify you.
Marketing messages
We will only send you marketing messages if you consent for us to do so. You can stop receiving marketing messages from us at any time.
You can do this by the following methods
– By clicking on the ‘unsubscribe’ link in any email.
– By e-mailing [email protected]
Once you do this, we will update your profile to ensure that you don’t receive further marketing messages.
Please note that we will update our systems as quickly as we can but you may still get messages from us while we process your request – This should take no longer than 48 working hours.
Stopping marketing messages will not stop communications in regards to orders or customer related issues.
Online Advertising
Like many companies, we target Freenet Electrical banners and ads to you when you are on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges, and we use a range of advertising technologies like, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.
The banners and ads you see will be based on information we hold about you, or your previous use of Freenet Electrical or on Freenet Electrical banners or ads you have previously clicked on.
Your information
We will keep your information for as long as you have an account, or as long as is needed to be able to provide the services to you, or for as long as is necessary to provide product related services.
If required to meet legal or regulatory requirements, resolve disputes, prevent fraud, or enforce our terms and conditions.
Your rights
– The right to be informed about how your personal information is being used.
– The right to access the personal information we hold about you.
– The right to request the correction of inaccurate personal information we hold about you.
– The right to request that we delete your data, or stop processing it or collecting it, in some circumstances.
– The right to stop direct marketing messages and withdraw consent for other consent-based processing at any time.
– The right to request that we transfer or port elements of your data either to you or another service provider.
– The right to complain to your data protection regulator — the Information Commissioner’s Office.
Changes to our privacy statement
If significant changes are made to this statement than we will make that clear on our websites or by e-mailing you so that you are able to review the changes before you continue to receive marketing messages from us (If opted in).
Deletion of data
If you request deletion of your data, we will remove all your email/telephone information from all data holding areas. Only your name, address and order details with be kept in our in house system due to taxation laws (e.g the Finances Act 2008). This is currently held for 7 years from date of purchase.
How to contact us
If you want to contact us regarding anything within the privacy statement, review your stored data or request deletion of your data then please contact us by e-mailing
You also have the right to complain to the Information Commissioner’s Office. Find out on their website how to report a concern https://ico.org.uk/concerns/
Cookies
We may also obtain information about your online movements and use of the internet. We do this by placing a ‘cookie’ which is a small file, on your computers hard disk. Cookies are used for several reasons, for example to recognise you whenever you visit the website ensuring you do not have to enter all your details and thereby speeding up the process so you do not have to log on each time. It will also enable us to store your personal preferences, build up a profile about you and advertising campaigns. We cannot provide a full service to you if you disable the cookie function on your web browser so we advise you to maintain the same. For further information about cookies and how to disable them please go to: aboutcookies.org.
We use cookies in conjunction with Google Analytics, so we can track users throughout our website and continue to improve our service.
Freenet Electrical continually evolves its business for the benefit of its customers. In line with this it may be necessary from time to time to amend this Privacy Policy.
30 day Returns Policy
Return via our courier collection
For £15 we can arrange a courier collection
from any UK mainland address
Use your own courier service
Send the parcel back with your own courier
Insurance applicable to the cost of the product
Your rights to cancel
From June 13th 2014 under the European Directive on distance selling, incorporated into UK Law by The Consumer Contracts Regulations 2013, you as a customer have the right to cancel any order within 14 days from the day you receive it.
At we have extended this to 30 days from the date of delivery so you can ensure you have purchased the right product. Our team are on hand to help deal with any queries before or after placing your order so you can rest assured that you have time to decide. However you must notify us by email or letter that you wish to cancel your order. Please see contact us tab for details.
- Your right to cancel an order for goods starts from the moment you place your order and ends 30 days from the day you receive the goods.
- This 30 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.
- You must send the goods back to us at your own cost.
- The item must be returned in its original packaging. When you return the goods to us you must ensure you package the product well and include all the items you received in the original package. We recommend the parcel is insured to cover loss or damage in transit.
- You may inspect the goods in a way that would be possible in store but may not use the goods in a way other than permitted in store. For example you can unpack, assemble and turn on the goods. Using the goods goes beyond what is necessary to ascertain the nature of the goods, and is not something the consumer would do in a shop.
- You are liable for any diminished value of the goods for damage or wear and tear where the item has not just been checked but used.
We can arrange to collect your item from your preferred address, provided the chosen courier are operating this service in your local area. You will be charged our standard collection rate of £15 for this service. You are responsible for the item until the collection driver has picked up and gave you tracking details. After this, we will cover any potential loss/damage that may occur on the way back to us.
Otherwise you can send the item back with your own courier which must be insured to the correct amount of the sale. This would still be your responsibility until the item has arrived with us and checked over for any damage.
Your rights to a refund
If you cancel this contract, we will reimburse to you all payments received from you using the same means of payment as you used for the initial transaction.
We may make a deduction from the refund for loss in value of any goods supplied, if the goods have been used. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop.
We will make the reimbursement without undue delay, and not later than –
- (a) 14 days after the day we receive back from you any goods supplied, or
- (b) (if earlier) 14 days after the day you provide evidence that you have returned the goods
This does not affect your statutory rights for Faulty Goods.
Faulty Goods
Returns process for Faulty Small Appliances (Up to 30 days from original purchase date)
To return your goods to us you first need to call the manufacturer’s helpline. This is to ensure the goods are actually faulty, as in over 80% of cases goods that are first thought to be faulty are experiencing initial setup errors. Often it’s because the instruction books are difficult to decipher or because the items are complicated to use that a fault is wrongly suspected. This call to the manufacturer can often resolve the issue and prevent unnecessary return, saving you time and the return costs should the product be found to be in full working order. If the manufacturer cannot resolve the problem, they may give you a returns reference number. In this instance please contact us and then complete our online return form providing details including the reference number. When you return the goods to us you must ensure you package the product well and include all the items you received in the original package.
We will arrange collection of your product and specify a date for collection, however as we are unable to specify times this will require someone to be present when the courier arrives to sign for the collection. We will only arrange one collection, therefore if you miss the courier you will be required to return the product to us at your own expense. Proof of postage is not proof of delivery, and you are strongly advised to send your parcel by courier with sufficient insurance to cover the value of the goods in this instance.
All goods are tested on return to verify the item is faulty, and always before a replacement or refund is processed. Any goods proven to be non-defective will be returned to you, and you will charged an inspection fee plus any return delivery costs.
Warranty process (After 30 Days from original purchase date
If your product develops a fault within the supplied warranty period, please contact the manufacturer directly to arrange a repair or replacement. In most cases the manufacturer will arrange for an engineer to visit, or arrange collection of the product for repair. It may take up to 30 days to return your repaired item to you depending on the nature of the problem.
Whilst we are more than happy to return faulty items on your behalf when authorised, this can ultimately increase the overall repair time. For this reason we recommend you return any faulty products directly to the manufacturer.
Please note that your standard warranty guarantee excludes faults caused by misuse, neglect or accidental damage. Batteries and other perishable or consumable items are also excluded. These terms do not affect your statutory rights.