• 7 October 2026



Welzh Werkzeug Limited is responsible for the personal information described in this policy.

Address: Welzh House, Greenfield Business Park, Gretna, DG16 5HD, United Kingdom
Email: info@welzh.com

This policy explains how we use personal information when you visit our website, contact us, enquire about our products, place an order or use our customer-support services.



Depending on your interaction with us, we may collect:

• Your name, business name, job title and contact details.
• Customer account details, billing and delivery addresses.
• Order, transaction, delivery, return and warranty information.
• Messages and correspondence, including photographs, documents and voice messages you send us.
• Marketing preferences and feedback.
• Technical and usage information collected through our website, such as IP address, browser information and pages visited.

We collect information directly from you and, where relevant, from the business you represent, authorised dealers, delivery providers and service providers involved in your enquiry or order.

Please only provide information relevant to your enquiry. Do not send passwords, full payment-card details or unnecessary sensitive personal information through customer-support channels.



We use personal information for the purposes below and rely on the relevant legal basis. Where we rely on legitimate interests, we consider the impact on your rights and interests.

Responding to enquiries, preparing quotations and fulfilling orders: taking steps at your request before entering into a contract, or performing a contract with you. Where you act for a business, we rely on our legitimate interests in managing that business relationship.

Providing customer support and handling deliveries, returns and warranty enquiries: performing a contract, meeting legal obligations where applicable, or our legitimate interests in assisting customers and resolving enquiries.

Maintaining accounting and other legally required records: compliance with our legal obligations.

Protecting our systems, preventing misuse and establishing or defending legal claims: our legitimate interests in protecting our business, customers and services, and legal obligations where applicable.

Improving our products, website and customer service: our legitimate interests in understanding customer needs and improving our services.

Sending marketing communications: your consent where required, or our legitimate interests where the law permits this. We also comply with the rules applicable to electronic marketing.

If information is necessary to process an order, arrange delivery or investigate an enquiry, we may be unable to provide that service without it.



We process contact details, messages and attachments to answer enquiries and assist with orders.

We use service providers including Meta (WhatsApp), Slack, Supabase and OpenAI for messaging, internal collaboration, hosting and AI-assisted customer support. Relevant customer and order information is also processed through our order-management system, e-Gizmo.

AI tools assist our staff in interpreting enquiries and preparing responses. Customer replies and order submissions in this AI-assisted workflow are reviewed and approved by staff before being sent.

We do not use this support workflow to make solely automated decisions that have legal or similarly significant effects on you.



We share relevant personal information where necessary with:

• IT, hosting, communications and customer-support providers, including those identified above.
• Order-management, payment and delivery providers.
• Professional advisers, such as accountants, insurers and legal advisers.
• Public authorities where disclosure is required by law.

Providers may process information on our behalf or, depending on the service, act as independent controllers under their own privacy notices.

We do not sell your personal information.



Our service providers may store or process personal information outside the United Kingdom, including in the European Economic Area. Countries within the EEA are recognised under UK adequacy regulations as providing adequate protection for personal information.

For information about where your data is processed and the transfer arrangements applicable to our services, contact info@welzh.com.



Online customer-support conversations and attachments are retained for 90 days from receipt.

Information needed to fulfil an order, handle a warranty claim, meet a legal obligation or establish or defend a legal claim may be retained separately for longer.

For other records, we determine retention periods according to:

• The time needed to provide the service and manage our relationship.
• Applicable accounting, tax and other legal requirements.
• Relevant warranty periods and time limits for legal claims.
• The need to maintain security and resolve disputes.

We delete or anonymise personal information when it is no longer required.

Deleting our copies does not delete messages held on your own device or in accounts you control. Providers acting as independent controllers apply their own retention policies.



You can ask us to stop sending direct marketing at any time by using the unsubscribe option in a message or contacting info@welzh.com.

You have the right to object to the use of your personal information for direct marketing.

Withdrawing from marketing does not prevent us from sending necessary service communications, such as order or delivery updates.



Our website uses cookies and similar technologies. Please see the Cookies page linked from our website for information about their purposes and available choices.

Where consent is required for a cookie or similar technology, it must be obtained before that technology is used. You can also manage cookies through your browser settings.



We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

No online service can guarantee absolute security. Please contact us if you believe information you have shared with us has been compromised.



Depending on the circumstances, you may have the right to:

• Request access to your personal information.
• Ask us to correct inaccurate or incomplete information.
• Request deletion of your information.
• Request restriction of processing.
• Receive certain information in a portable format.
• Withdraw consent where processing relies on consent.

You may also object to processing based on legitimate interests, including profiling based on those interests.

These rights are subject to applicable legal conditions and exceptions. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

To exercise your rights, contact info@welzh.com. We may request information reasonably necessary to verify your identity.

Requests are normally free of charge. We respond within the applicable legal time limits, generally one month, subject to any permitted extension or pause. We will explain any applicable exception or charge.



Please contact info@welzh.com if you have concerns about how we handle your information.

You also have the right to complain to the UK Information Commissioner’s Office:
Website: https://ico.org.uk/make-a-complaint/
Telephone: 0303 123 1113



We may update this policy to reflect changes to our services, processing or legal requirements. The publication date will identify the latest version.

Where required, we will notify you of material changes before using your information for a new purpose.