Arctis Haven

Privacy Policy

Effective date: 7 September 2026

4.1 Who we are

ARCTIS HAVEN LTD ("Arctis Haven", "we", "us", "our") is the controller of personal information described in this policy where we determine why and how that information is processed.

Company number: 16776264\ Registered in: England and Wales\ Registered office: 83 Oswald Road, Southall, UB1 1HL\ Privacy contact: hello@arctishaven.com

Our registered office is not a customer returns address.

4.2 Information we may collect

Depending on how you use our website or deal with us, we may process:

• name;
• billing and delivery address;
• email address and telephone number;
• order and transaction information;
• products viewed, selected or purchased;
• correspondence and customer-service records;
• delivery instructions;
• information relevant to returns, faults, complaints or warranty enquiries;
• technical information such as IP address, browser, device and security logs;
• cookie and consent information;
• website usage information where permitted; and
• fraud-prevention and payment-related information.

Payment-card information is handled through our payment infrastructure and payment service providers. We do not need to receive or store the complete card number merely to fulfil an ordinary website order.

4.3 Why we use personal information

We may process personal information where necessary to:

Perform or prepare to perform a contract

For example, to:

• operate the basket and checkout;
• process and fulfil orders;
• take or administer payment;
• arrange delivery;
• provide order communications;
• administer cancellations, returns and refunds; and
• respond to product or warranty enquiries.

Comply with legal obligations

For example, to maintain records required for accounting, taxation, consumer protection, fraud prevention or regulatory purposes.

Pursue legitimate interests

Where those interests are not overridden by the individual's rights, this may include:

• securing our website and systems;
• preventing and investigating fraud or misuse;
• managing and improving operations;
• maintaining appropriate business records;
• defending or pursuing legal claims;
• understanding service performance using information we are permitted to process; and
• handling customer enquiries and complaints.

With consent

Where consent is required, we may rely on consent for matters such as certain non-essential cookies or electronic marketing. Consent can be withdrawn for future processing in the manner provided when consent is collected.

4.4 Payments

We use payment service providers to process transactions. Payment providers may process personal information under their own legal responsibilities and privacy terms.

Our current checkout uses Stripe payment infrastructure. Customers should also review Stripe's applicable privacy information where relevant to payment processing.

4.5 Delivery, suppliers and service providers

We may share personal information where reasonably necessary with organisations involved in fulfilling an order or operating our business, including:

• carriers and delivery partners;
• manufacturers, suppliers, distributors or fulfilment partners where needed to supply or support an order;
• payment providers;
• website hosting, infrastructure and security providers;
• email and transactional communication providers;
• professional advisers;
• IT and technical service providers; and
• authorities, regulators, courts or law-enforcement bodies where disclosure is legally required or appropriate.

We do not sell personal information merely as a customer list.

We require service providers handling information on our behalf to do so under appropriate arrangements where required.

4.6 International transfers

Some service providers may process information outside the United Kingdom.

Where UK data-protection law requires safeguards for an international transfer, we will use an appropriate lawful transfer mechanism or rely on another permitted basis.

4.7 How long we keep information

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

Different information therefore has different retention periods.

Order and financial records may need to be retained for a number of years after the transaction. Customer-service and dispute information may be retained for an appropriate period after the matter is closed where needed to establish, exercise or defend legal rights.

Technical and security logs are generally retained for shorter periods unless an incident requires longer preservation.

4.8 Security

We use reasonable technical and organisational measures intended to protect personal information against unauthorised access, loss, alteration or disclosure.

No internet service can guarantee absolute security. Customers are responsible for keeping any credentials or access links issued to them confidential.

4.9 Your data-protection rights

Depending on the circumstances, UK data-protection law may give you rights concerning your personal information, including rights of access, correction, erasure, restriction, objection, portability and rights relating to consent.

These rights are subject to legal conditions and exceptions.

To make a privacy request, contact hello@arctishaven.com. We may need to verify identity before disclosing or changing personal information.

You may also have the right to complain to the UK Information Commissioner's Office.

4.10 Marketing

Where we send electronic direct marketing, we will do so on an appropriate lawful basis and provide a method to opt out where required.

Service communications concerning an existing order, delivery, security issue, return or other transaction are not marketing merely because they are sent electronically.

4.11 Cookies and similar technologies

Our use of cookies and similar technologies is described in our Cookie Policy.

Non-essential technologies requiring consent should not be used before the required consent has been obtained.

4.12 Third-party links

Our website may link to third-party websites. Those websites operate under their own privacy practices, and Arctis Haven is not responsible for their independent handling of personal information.

4.13 Changes to this policy

We may update this Privacy Policy where our processing, services or legal obligations change. The current version will be published on our website with its effective or last-updated date.