Privacy Policy

1. Who we are

New World Timber Limited ("we", "us", "our") is a timber and panel products merchant registered in England and Wales (company number 05390101). Registered office: Unit E, Hill Barton Business Park, Clyst St Mary, Exeter, EX5 1SB.

We are the data controller for the personal data described in this policy. This policy explains what we collect, why, how we use it, and your rights under UK data protection law (the UK GDPR and the Data Protection Act 2018).

2. What data we collect

Depending on how you interact with us, we may collect:

• Contact details you give us directly — name, phone number, email address, company/trade name, delivery address.
• Order and account information — items ordered, pricing, delivery details, payment/account status.
• Correspondence — emails, phone call records, and WhatsApp messages you send us (see Section 4).
• Basic technical information from visiting this website (e.g. your browser and IP address, via standard server logs). We do not use analytics or advertising cookies on this site.

3. How we use your data

We use your personal data to:

• Respond to enquiries, quote, and process orders.
• Arrange delivery or collection of goods.
• Manage your trade account, including invoicing and payment.
• Provide customer service — including replying to messages sent via phone, email, or WhatsApp.
• Meet our legal and regulatory obligations (e.g. accounting records).

Our legal basis is either performance of a contract (processing your order), our legitimate interest in running our business and responding to enquiries, or a legal obligation, depending on the activity.

4. WhatsApp messaging

We offer customer communication via WhatsApp on 01395 234960. If you message us on WhatsApp, we receive and store your phone number, the name on your WhatsApp profile, and the content of the messages you send (including any photos or documents you attach), so that our team can respond to you and keep a record of the conversation alongside your other order/customer history.

WhatsApp is provided by Meta Platforms Ireland Limited ("Meta"). Messages are transmitted through Meta's WhatsApp Business Platform, which acts as a data processor on our behalf for the purpose of delivering the message to us — Meta's own WhatsApp Privacy Policy describes how they handle data as part of operating that service. We do not use WhatsApp for marketing messages without your consent, and you can stop messaging us on WhatsApp, or contact us using the details in Section 8 to ask us to delete your WhatsApp conversation history, at any time.

5. Sharing your data

We do not sell your personal data. We share it only where necessary with:

• Delivery/haulage partners, to arrange delivery of your order.
• Meta, as the operator of WhatsApp, solely to deliver and receive messages as described in Section 4.
• Our IT and software providers, who help us run our systems (e.g. hosting, email).
• Regulatory or legal authorities, where we are required to by law.

6. Data retention

We keep personal data for as long as needed for the purposes described above, including afterwards where we have a legal obligation to retain records (e.g. accounting and tax records are typically kept for 6 years). Correspondence, including WhatsApp message history, is kept alongside your customer record for as long as your account is active plus a reasonable period afterwards, unless you ask us to delete it sooner.

7. Your rights

Under UK data protection law, you have the right to:

• Ask us what personal data we hold about you, and get a copy of it.
• Ask us to correct inaccurate data.
• Ask us to delete your data, in certain circumstances.
• Object to, or ask us to restrict, certain processing.
• Ask for your data to be provided in a portable format, where applicable.

To exercise any of these rights, contact us using the details in Section 8. If you're unhappy with how we've handled your data, you also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator.

8. Contact us

For any question about this policy or your personal data, contact:

New World Timber Limited
Unit E, Hill Barton Business Park, Clyst St Mary, Exeter, EX5 1SB
01395 234960
sales@newworldtimber.com

9. Changes to this policy

We may update this policy from time to time — for example, as we add new ways for customers to contact us. We'll update the "Last updated" date at the top of this page when we do.