Privacy policy

Last updated: 2 September 2026

This Privacy Policy describes how The Balance Brush (“we”, “us”, or “our”) collects, uses and discloses your personal information when you visit thebalancebrush.com, buy from us, or otherwise communicate with us.

We are the data controller of your personal information. You can reach us at info@thebalancebrush.com or 106 Hamilton Road, Unit 7, Motherwell, ML1 3DG, United Kingdom.

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Changes to this policy

We may update this policy from time to time to reflect changes to our practices or for operational, legal or regulatory reasons. We will post the revised policy here and update the “Last updated” date.

What we collect

Information you give us directly

• Contact details, including your name, address, phone number and email

• Order information, including your name, billing address, shipping address, payment confirmation, email address and phone number

• Account information, including your username and password, if you create an account

• Anything you choose to include when you contact us, for example by email or through our contact form

• Product reviews and photographs you choose to submit

Information collected automatically

When you use our site we collect information about your device, browser, network connection, IP address, and how you move around the site. We do this using cookies and similar technologies. See the Cookies section below.

Information from third parties

We receive information from the companies that help us run the business, including Shopify, our payment processors, and our advertising and analytics partners.

Why we use it, and our legal basis

To fulfil your order. Processing payment, arranging delivery, sending order confirmations and dispatch notifications, handling returns and refunds, and answering your questions about an order. Legal basis: performance of our contract with you.

To keep our records straight. Retaining transaction records for tax and accounting purposes. Legal basis: legal obligation.

Marketing. Sending you emails and text messages about our products, and showing you advertising on other websites and social platforms. We only send marketing email or SMS where you have opted in, and you can unsubscribe at any time using the link in any message or by replying STOP to a text. Legal basis: consent for email and SMS marketing, and our legitimate interest in promoting our products for on-site and online advertising.

Reviews. Inviting you to review a product after your order has been delivered. Legal basis: legitimate interest in improving our products and helping other customers.

Security and fraud prevention. Detecting and investigating fraudulent or malicious activity. Legal basis: legitimate interest in protecting our business and our customers.

Improving the site. Understanding how people use the site so we can make it better. Legal basis: consent, via your cookie preferences.

We use cookies and similar technologies on our site.

Some are strictly necessary. These make the shopping basket, checkout and security features work, and we set them without asking, because the site cannot function without them.

Others are not necessary, and we only set them if you agree. These cover analytics, which tell us how the site is used, and advertising and tracking, which let us show you relevant ads and measure whether they worked.

When you first visit, you will be asked to accept or reject non-essential cookies. You can change your choice at any time through the cookie preferences link on our site, and you can also block or delete cookies through your browser settings, though this may stop parts of the site working properly.

For details of the cookies Shopify sets to run our store, see https://www.shopify.com/legal/cookies.

Who we share it with

We share personal information with the companies that help us operate. Each acts on our instructions and under contract, and each has its own privacy notice.

• Shopify — our e-commerce platform, hosting the site, checkout and customer records

• Payment processors, including Shopify Payments and PayPal — to take payment. We never see or store your full card details

• Klaviyo — our email and SMS marketing platform

• Meta (Facebook and Instagram) — advertising and measurement, via the Meta pixel

• Google — analytics and product listings through Google Shopping

• Judge.me — collecting and displaying product reviews

• Royal Mail — delivering your order. For international orders we pass the information customs authorities require, including your name, address and details of the goods

We also share information where we are legally required to, in connection with a business sale or restructure, and where necessary to enforce our terms or protect our rights.

We do not sell your personal information.

If you buy from us through Amazon or TikTok Shop, those platforms handle your information under their own privacy policies, and we only receive what they pass to us to fulfil the order.

International transfers

Some of our providers process information outside the UK. Where we transfer personal information out of the UK we rely on UK adequacy regulations or on the International Data Transfer Agreement or Addendum, as appropriate.

If you order from outside the UK, we will pass the information needed for customs clearance to the postal and customs authorities in your country.

How long we keep it

• Order and transaction records: seven years, to meet HMRC requirements

• Customer account details: for as long as your account is open, and for two years after your last order if you do not have an account

• Marketing contact details: until you unsubscribe, and for a short period afterwards so we can honour your opt-out

• Customer service correspondence: three years from the date of the enquiry

• Cookie and analytics data: as set by each provider, typically no more than two years

Your rights

Depending on where you live, you may have the right to:

• Ask for a copy of the personal information we hold about you

• Ask us to correct information that is wrong

• Ask us to delete information we hold about you

• Ask us to restrict or object to how we use your information

• Receive your information in a portable format, or ask us to transfer it

• Withdraw your consent at any time, where we rely on consent

• Opt out of marketing at any time

To exercise any of these, email info@thebalancebrush.com. We may need to verify your identity first. We will respond within one month, and we will not treat you any differently for asking.

Complaints

If you are unhappy with how we have handled your personal information, please contact us first at info@thebalancebrush.com and we will do our best to put it right.

If you are still unhappy, you can complain to the Information Commissioner’s Office, the UK’s data protection regulator, at ico.org.uk or on 0303 123 1113.

If you are in the EEA, you may instead complain to your local data protection authority.

Children

Our products and site are not intended for children, and we do not knowingly collect personal information about anyone under 16. If you believe a child has given us their information, contact us and we will delete it.

Security

We take reasonable steps to protect your information, but no system is perfectly secure. Please do not send sensitive or confidential information to us over insecure channels.

Contact

Questions about this policy, or about how we handle your information, can go to info@thebalancebrush.com or The Balance Brush, 106 Hamilton Road, Unit 7, Motherwell, ML1 3DG, United Kingdom.