Privacy Policy

Last updated: 17 October 2026

1. Who we are

Plugwell is operated by SOFTSHORE TECHNOLOGY LTD, a company registered in England and Wales under company number 15384424. For the processing described in this policy that we determine, SOFTSHORE TECHNOLOGY LTD is the data controller.

Registered office:
128 City Road
London
United Kingdom
EC1V 2NX

Privacy contact: info@plugwellshop.com
Telephone: +1 647 913 1372
Website: plugwellshop.com

This policy explains how we handle personal information when you browse our website, buy products, use our store through supported sales channels, contact us or subscribe to marketing. References to “we”, “us” and “our” mean SOFTSHORE TECHNOLOGY LTD trading as Plugwell.

Our store is powered by Shopify. Some payment, marketplace and platform services also process information for their own purposes, as explained below. This policy is a notice about processing; it is not a request for blanket consent. Optional marketing and tracking choices are managed separately.

2. Personal information we collect

• Identity and contact information: your name, email address, telephone number, billing address, delivery address and, where needed for delivery, the recipient’s details.
• Order and transaction information: products, selected variants, quantities, prices, discounts, order identifiers, payment status, delivery and tracking information, returns, refunds and purchase history.
• Account information: account identifiers, sign-in or verification details, saved addresses, preferences and wishlists where those features are used.
• Payment-related information: payment-method type, transaction references, authorization results and limited information supplied by payment providers, such as the last digits of a payment card. Full payment credentials are processed by the payment services used at checkout. Do not send full card numbers or security codes by email or contact form.
• Communications and reviews: questions, complaints, correspondence, review text, ratings and photographs or videos you choose to provide, for example to explain a product fault.
• Device and browsing information: IP address, approximate location derived from it, browser and device information, pages viewed, interactions, referring pages, cookie identifiers and similar information, subject to applicable consent requirements.
• Privacy and marketing choices: subscriptions, consent records, cookie preferences, objections and opt-out requests.

We do not ask for sensitive information such as health records or biometric identifiers to sell ordinary gadgets. Please avoid sending information that is unnecessary for your enquiry. If a delivery requires additional customs information, we will explain what is needed and why.

3. Where information comes from

We receive information directly from you when you browse, order, create an account, contact us or submit a review. Information can also be collected automatically through the store’s technologies, subject to your choices and applicable law.

We receive order, payment, fraud-prevention, delivery or support information from Shopify, checkout and payment providers, sales channels through which you order, carriers, suppliers and fulfillment services. If advertising or analytics services are enabled, we may receive referral, attribution and interaction information from them subject to applicable permissions.

If you provide someone else’s delivery details, give us only information needed for that delivery and make them aware of this policy.

4. Why we use information and our lawful bases

Where UK GDPR or EU GDPR applies, we use the following lawful bases as relevant to the particular activity. We do not rely on every basis for every use.

Purpose	Lawful basis
Process orders and payments, arrange delivery, manage order-related accounts, respond to purchase enquiries and provide contractual returns or support.	Performance of a contract, or steps you request before entering one.
Keep accounting and tax records, meet consumer-law duties and respond to legally binding requests.	Compliance with legal obligations.
Protect the store, detect fraud, resolve disputes and maintain necessary service records.	Legitimate interests in operating a secure business, preventing losses and establishing or defending claims, balanced against your rights; legal obligations where applicable.
Improve store usability and understand service performance without using technologies that require unprovided consent.	Legitimate interests in improving our service, subject to applicable tracking rules; consent where required.
Send optional marketing emails or messages.	Consent, or legitimate interests where the law permits a qualifying existing-customer marketing exception and its conditions are met.
Use advertising cookies or similar tracking, personalized advertising and advertising measurement.	Consent where required and any other lawful basis permitted for the specific activity. A legitimate interest does not override a legal requirement for tracking consent.
Publish a review or other content you submit for public display.	Legitimate interests in providing genuine customer feedback, and consent where required for the particular content or use.

We assess relevant rights and expectations when relying on legitimate interests. You can ask us for further information about the assessment relevant to your information.

Information needed to process payment and deliver an order is necessary for us to perform the sales contract. If you do not provide it, we may be unable to complete the order. Optional marketing consent is not a condition of buying from us.

5. Who receives information

We disclose relevant information to the following categories of recipients for the purposes described in this policy:

• Shopify and ecommerce service providers: to host the store, process checkout, maintain order records and provide platform services.
• Payment providers: to authorize and process payments, refunds, security checks and payment disputes.
• Suppliers and fulfillment services: to prepare and dispatch your order. Our dropshipping workflow can involve DSers, AliExpress and the supplier fulfilling the selected product.
• Carriers and logistics providers: to deliver parcels, provide tracking, manage customs requirements and investigate delivery problems.
• Store support providers: including providers of customer communications, email delivery, reviews, hosting, technical maintenance and security where used.
• Analytics and advertising providers: where enabled and permitted by your choices, to measure activity or advertise products. These may include Google and, if activated, Meta and other services identified in the store’s consent information.
• Professional advisers and public authorities: where necessary for accounting, legal advice, compliance, investigations or legal claims.

For supplier fulfillment we disclose information needed for the order, such as the recipient’s name, delivery address, relevant contact details and ordered items. We do not send full payment-card credentials to a supplier to ship your parcel.

Some providers process information on our instructions; others act as independent controllers for their own regulated or platform purposes. We require service-provider arrangements appropriate to the relationship. If a business transfer is proposed, relevant records may be disclosed under appropriate confidentiality safeguards and applicable law. We will give notice where required if the controller changes.

6. Shopify, Shop, Shop Pay and enhanced services

Shopify processes information to provide our store and may also process information independently when you use services such as Shop or Shop Pay. Those services have their own settings and privacy information. Read Shopify’s Consumer Privacy Policy for details and available rights.

Where Shopify Network Intelligence or related enhanced services are enabled, Shopify may use personal information from your interactions with our store, together with information from other merchants and Shopify interactions, to provide enhanced services. These can include personalization, advertising, measurement, security and improvements benefiting our store and other Shopify merchants. Shopify’s Consumer Privacy Policy explains its processing in that role.

Where consent is required, the relevant non-essential processing is subject to your consent choices communicated through Shopify’s privacy tools or a properly integrated consent tool. You can also use Shopify’s Privacy Portal to explore rights and choices for processing controlled by Shopify.

7. Cookies and similar technologies

Our store and relevant providers use cookies, pixels, local storage and similar technologies. Their purposes may include:

• Essential operation: shopping baskets, checkout, account security, fraud prevention and remembering privacy choices.
• Preferences: remembering optional settings such as language or display choices.
• Analytics: understanding visits, navigation and store performance.
• Advertising: measuring campaigns, recognizing eligible audiences and personalizing advertising across services.

For UK and EEA visitors, we request consent before storing or accessing information through non-essential technologies unless a specific legal exception applies. Advertising tracking requires consent where the law requires it. Continuing to browse does not, by itself, give that consent.

Use the cookie banner or the store’s privacy-preference control, where displayed, to accept, reject or change optional choices. Withdrawing consent is available through the same preference controls. Blocking essential technologies may affect checkout or account functions. You can also manage cookies through your browser, although browser deletion does not necessarily communicate an advertising opt-out to every provider.

Cookie names, providers, purposes and durations depend on the services active on the store. The applicable consent information should be read together with this policy. Contact us if you cannot access a preference control or need more details about a particular technology.

8. Marketing and advertising choices

We send promotional emails or messages only where legally permitted. For UK electronic marketing, this means consent or a qualifying exception for our own similar products where we collected the details during a sale or sales discussion and offered an opt-out both then and in each message.

You may object to direct marketing, including profiling connected with it, at any time. Use the unsubscribe link in an email, the opt-out instruction in a supported message, or email info@plugwellshop.com. You can separately reject advertising tracking through the privacy controls. Marketing opt-outs do not stop necessary order, payment, safety or service communications.

If we enable advertising audience matching or enhanced-conversion services, relevant identifiers such as an email address may be securely transformed and shared with the provider where permitted and subject to required consent. Transformation or hashing does not mean information is necessarily anonymous. We do not activate these uses merely because you agree to our sales terms.

9. Overseas processing and supplier fulfillment

Our providers operate internationally. Information may be processed outside your country, including in the United Kingdom, Canada, the United States and, for relevant supplier fulfillment, China or another dispatch or delivery country. Exact destinations depend on the service and supplier involved.

For transfers subject to UK or EEA restrictions, the applicable legal mechanism must cover the transfer. Depending on the recipient and circumstances, this may be a relevant adequacy decision or regulation, or appropriate contractual safeguards such as EU Standard Contractual Clauses and the UK International Data Transfer Agreement or UK Addendum, with the assessments and additional measures required by law. A statutory exception may be used only where its conditions apply.

You can contact us for information about the destinations and safeguards applicable to your information, and a copy or explanation of relevant safeguards, subject to lawful redactions. Placing an order does not constitute blanket consent to unrestricted overseas transfers.

10. How long we keep information

We keep information only as long as needed for its purpose and applicable legal requirements. Our retention approach is:

• Core order, billing and accounting records: generally six years from the end of the company financial year to which they relate, or longer where a legal obligation, tax enquiry or active claim requires it.
• Ordinary enquiries and customer-support correspondence: generally up to 24 months after resolution. Relevant extracts may be retained longer with an order, warranty, complaint or dispute record where needed.
• Customer accounts: while needed to provide the account, with periodic review of inactive accounts. Closing an account does not automatically erase records required for tax, consumer remedies or legal claims.
• Marketing records: while you remain subscribed or another valid basis continues. We review inactive records and retain only the minimal suppression information needed to respect an opt-out.
• Cookie, analytics and technical records: according to the purpose, provider settings, technology duration and consent information, subject to periodic review and deletion or anonymization when no longer needed.
• Privacy requests and consent evidence: for the period reasonably needed to demonstrate compliance and address related complaints or claims.

Legal holds can delay deletion for affected records. Backup copies are removed through the applicable backup lifecycle and are not used as an indefinite active customer database.

11. Security

We use proportionate technical and organizational measures intended to protect information against unauthorized access, loss or misuse, including access restrictions and the security features of the services we use. No internet service can guarantee absolute security.

Protect your account and devices and tell us promptly if you suspect unauthorized use. If you send photographs for support, exclude unrelated people or documents where possible. Before returning a device containing your information, back it up and remove personal files and account links where safe and appropriate.

12. Automated tools and profiling

Shopify, payment and security services can evaluate transaction, device and account signals to identify suspicious activity. These tools can flag an order, request further verification or affect payment authorization. Advertising tools, where enabled and permitted, may group interactions to predict relevant products or audiences.

You can contact us to query an order restriction and request human consideration of a decision we control. Where a solely automated decision with a legal or similarly significant effect is made and applicable law requires additional information or safeguards, we will provide them, including any applicable opportunity to explain your position and challenge the decision. Independent payment or platform decisions may also need to be raised with the relevant provider.

13. Your privacy rights

Depending on your location, the information involved and the legal basis, you may have rights to:

• Ask for access to your information and a copy of it.
• Correct inaccurate or incomplete information.
• Request deletion or restriction of processing.
• Receive certain information in a portable format.
• Object to processing based on legitimate interests.
• Object at any time to direct marketing and related profiling.
• Withdraw consent without affecting processing already lawfully carried out.
• Obtain applicable safeguards concerning significant automated decisions.

To make a request, email info@plugwellshop.com with “Privacy request” in the subject, or write to our registered office. We may need proportionate verification of identity or an authorized agent’s authority. Do not send identity documents unless requested through an appropriate process.

Rights are subject to applicable conditions and exceptions. We may need to retain records despite a deletion request, and will explain the reason. We normally respond to UK or EEA rights requests within one month, subject to lawful extensions or pauses that we explain where applicable. Requests are normally free; any lawful refusal or fee will be explained.

14. Additional information for United States residents

If a US state privacy law applies to our business and your information, you may have additional rights to know, access, correct, delete or obtain information, and to opt out of targeted advertising or disclosures defined by that law as a sale or sharing. We will not unlawfully discriminate against you for exercising applicable rights.

We do not sell customer lists for cash. However, disclosures of identifiers and browsing information through advertising technologies can be treated as a “sale”, “sharing” or targeted advertising under certain laws, even without a cash payment. Where such processing occurs and the law applies, use the store’s “Your privacy choices” or equivalent opt-out control, or contact us.

Where legally required and technically supported for the relevant processing, we honor recognized browser-based opt-out preference signals, such as Global Privacy Control. If an applicable law provides a right to appeal a request decision, you may email us with “Privacy appeal” and identify the decision.

15. Children and third-party websites

Our checkout and customer accounts are intended for adult purchasers. We do not knowingly collect children’s information for targeted advertising. If you believe a child has provided information inappropriately, please contact us so we can investigate and take appropriate action.

Links to manufacturers, apps, payment services or other third-party sites do not make their separate data practices ours. Review the relevant privacy notice before using their services. This does not limit our responsibility for providers processing information on our behalf.

16. Complaints and policy updates

Please contact us if you have a privacy concern. We will investigate and explain our response. You also have the right to complain to the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint, or to another competent data-protection authority where applicable. You do not have to give up that right to contact us first.

We may update this policy as our services, legal requirements or processing change. The revision date appears above. We will give additional notice where legally required and seek fresh consent where a new use requires it. Publishing an update does not automatically authorize processing that requires consent.

Privacy contact: SOFTSHORE TECHNOLOGY LTD, 128 City Road, London, United Kingdom, EC1V 2NX. Email: info@plugwellshop.com.