Privacy policy

Privacy Policy

Last updated: 18 August 2026

H20LOW respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains what personal information we collect, why we use it, who we may share it with, how long we keep it and the rights you have in relation to your information.

1. Who We Are

H20LOW is the trading name of Tamsin Johnson, sole trader.

For the purposes of UK data protection law, H20LOW is the data controller for the personal information described in this policy.

Business address:
18A West End View
Cayton
Scarborough
YO11 3SP
United Kingdom

Email: info@h2olow.com
Website: h2olow.com

If you have any questions about how we use your personal information, please contact us using the email address above.

2. The Personal Information We Collect

Depending on how you use our website or interact with us, we may collect:

Identity and contact information

This may include:

  • Your name

  • Billing address

  • Delivery address

  • Email address

  • Telephone number

Order and transaction information

This may include:

  • Products ordered

  • Order number

  • Purchase history

  • Delivery information

  • Returns, refunds or exchanges

  • Payment status and transaction information made available to us by our payment providers

Payment card details are processed securely by our payment providers. H20LOW does not intentionally store full payment card details.

Account information

If you create a customer account, we may process information associated with that account, including your contact details, order history and account preferences.

Communications

If you contact us by email, through our website, social media or another communication channel, we may keep information contained in that correspondence so that we can respond to you and provide customer support.

Website and device information

When you visit our website, certain technical information may be collected automatically, including:

  • IP address

  • Device and browser information

  • Approximate location derived from your IP address

  • Pages viewed

  • How you navigate and interact with the website

  • Cookie and similar technology information

Marketing preferences

We may record whether you have chosen to receive marketing communications from us and whether you later unsubscribe or change your preferences.

Reviews and customer content

If you submit a product review, photograph, video, testimonial or other content, we may process the information you provide in connection with that submission.

We do not intentionally ask customers to provide sensitive or special category personal information unless it is genuinely necessary.

3. How We Collect Your Information

We may collect personal information:

  • Directly from you, for example when you place an order, create an account, contact us, subscribe to marketing or submit a review

  • Automatically through our website, including through cookies and similar technologies

  • Through Shopify, which provides our ecommerce platform

  • From payment providers, delivery providers and other service providers involved in fulfilling your order

  • From third-party platforms, where you choose to interact with H20LOW through an integrated service or social media platform

4. Why We Use Your Personal Information

UK data protection law requires us to have a valid reason, known as a lawful basis, for processing personal information.

We may use your information for the following purposes.

To process and fulfil your order

We use your information to:

  • Accept and process orders

  • Take and confirm payment

  • Arrange delivery

  • Send order and dispatch information

  • Handle cancellations, returns, refunds and exchanges

  • Provide customer service relating to your purchase

Lawful basis: performance of a contract with you.

To respond to enquiries and provide customer support

We use information you provide when you contact us so that we can respond, assist with product compatibility, resolve problems and provide support.

Lawful basis: performance of a contract where the enquiry relates to an existing or proposed purchase, or our legitimate interests in providing effective customer service.

To operate and improve H20LOW

We may use information to:

  • Operate and maintain our website

  • Understand how customers use our website

  • Improve our products and customer experience

  • Troubleshoot technical issues

  • Protect our business and website

  • Maintain appropriate business records

Lawful basis: our legitimate interests in operating, protecting and improving H20LOW, provided those interests do not override your rights and freedoms.

To prevent fraud and maintain security

We may process information to detect or investigate suspicious transactions, fraud, misuse, security incidents or other unlawful activity.

Lawful basis: our legitimate interests in protecting our customers and business and, where applicable, compliance with a legal obligation.

To comply with legal and regulatory obligations

We may retain or disclose information where reasonably necessary to comply with tax, accounting, consumer protection, data protection or other legal requirements.

Lawful basis: compliance with a legal obligation.

Marketing

We may use your contact details to send you information about H20LOW products, offers or news where:

  • You have consented to receive marketing; or

  • The law otherwise permits us to contact you, including where the applicable existing-customer or “soft opt-in” rules apply.

You can unsubscribe from marketing at any time by using the unsubscribe link in a marketing email or by contacting info@h2olow.com.

Withdrawing from marketing will not affect service messages that we need to send about an order, delivery, refund or other transaction.

Lawful basis: consent or legitimate interests where permitted by applicable data protection and electronic marketing law.

5. Cookies and Similar Technologies

Our website uses cookies and similar technologies.

Some cookies are strictly necessary for the website to operate, for example to:

  • Keep items in your shopping basket

  • Process checkout

  • Maintain security

  • Remember essential website functions

We may also use analytics, advertising or other non-essential technologies to understand website usage and improve or market our services.

Where consent is required, non-essential cookies or similar technologies will only be used after you have made your choice through our cookie or privacy settings.

You can change your cookie preferences using the privacy or cookie controls available on our website.

You can also control cookies through your browser settings, although disabling certain essential cookies may affect how the website functions.

6. Who We Share Personal Information With

We only share personal information where reasonably necessary to operate H20LOW, fulfil orders, comply with the law or provide services to you.

Recipients may include:

Shopify

Our online store is hosted by Shopify, which provides the ecommerce platform used to operate h2olow.com.

Shopify processes certain customer and website information in order to provide its services to H20LOW and may also process information in accordance with its own privacy policies.

Payment providers

Payment information is processed by Shopify and/or the payment provider selected at checkout.

These providers may process information necessary to authorise payments, prevent fraud and complete transactions.

Delivery providers

We may share the information needed to deliver your order with:

  • Royal Mail

  • Parcelforce Worldwide

  • Other reputable postal or courier providers where required

This normally includes your name, delivery address and relevant contact details.

Technology and service providers

We may use trusted companies to provide services such as:

  • Website hosting and ecommerce services

  • Email communications

  • Website analytics

  • Customer support

  • Fraud prevention

  • IT and security

  • Cloud storage

  • Marketing services, where permitted

These organisations may process personal information on our behalf where necessary to provide their services.

Professional advisers

Where necessary, information may be shared with accountants, insurers, legal advisers or other professional advisers.

Government bodies and regulators

We may disclose information where required by law, court order or a valid request from a regulatory, tax, law-enforcement or other public authority.

Sale or restructuring of the business

If H20LOW is sold, transferred or reorganised in the future, relevant customer information may form part of that transaction, subject to applicable data protection law.

We do not sell customer contact information to third parties for them to use for their own unrelated direct marketing.

7. International Transfers

Some of the companies that provide services to H20LOW, including Shopify and certain technology providers, may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take reasonable steps to ensure that appropriate protections are in place.

Depending on the destination, this may include:

  • Transfers to countries recognised by the UK as providing an adequate level of data protection; or

  • Appropriate contractual safeguards or other lawful transfer mechanisms recognised under UK data protection law.

Further information about Shopify's international processing and privacy practices is available through Shopify's own privacy information.

If you would like more information about international transfers relating to your personal information, please contact info@h2olow.com.

8. How Long We Keep Your Information

We do not keep personal information for longer than reasonably necessary.

How long information is retained depends on why it was collected and may include:

Order and financial records

We retain appropriate order, transaction and accounting records for the period required to meet our tax, accounting and legal obligations.

Customer enquiries

Customer-service correspondence is retained for as long as reasonably necessary to deal with the enquiry, maintain appropriate records and handle any subsequent issues.

Marketing information

Marketing contact details are retained while you remain subscribed.

If you unsubscribe, we may retain limited information on a suppression list so that we can respect your request not to receive further marketing.

Website and technical information

Website, security and analytics data is retained for periods appropriate to its purpose and according to the retention settings of the relevant systems and service providers.

We may retain information for longer where reasonably necessary to establish, exercise or defend legal claims or where required by law.

9. Security

We take reasonable technical and organisational measures to protect personal information against:

  • Unauthorised access

  • Loss

  • Misuse

  • Alteration

  • Disclosure

  • Destruction

Our store is hosted through Shopify and payment information is handled through secure payment systems.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

If we become aware of a personal data breach that requires notification under applicable law, we will take the appropriate steps.

10. Your Data Protection Rights

Depending on the circumstances, UK data protection law gives you rights including:

Right of access

You may ask us for a copy of the personal information we hold about you.

Right to rectification

You may ask us to correct inaccurate or incomplete information.

Right to erasure

In certain circumstances, you may ask us to delete your personal information.

Right to restrict processing

In certain circumstances, you may ask us to restrict how we use your information.

Right to data portability

In certain circumstances, you may have the right to receive information you provided to us in a commonly used electronic format or ask for it to be transferred to another organisation.

Right to withdraw consent

Where we rely on your consent, you may withdraw that consent at any time.

Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

11. Your Right to Object

You have the right to object to certain uses of your personal information where we rely on legitimate interests.

You also have the right to object to direct marketing at any time.

If you object to direct marketing, we will stop using your personal information for that purpose.

You can unsubscribe using the link in our marketing emails or contact us at:

info@h2olow.com

12. Automated Decision-Making

H20LOW does not itself normally make decisions about customers based solely on automated processing where those decisions have legal or similarly significant effects.

Shopify, payment providers or fraud-prevention services may use automated systems to identify potentially fraudulent or suspicious transactions in accordance with their own privacy practices.

13. Children's Information

H20LOW's website and products are intended primarily for adults purchasing goods.

We do not knowingly collect personal information from children for marketing purposes.

If you believe a child has provided personal information to us inappropriately, please contact info@h2olow.com so that we can investigate and take appropriate action.

14. Third-Party Websites and Links

Our website may contain links to websites, social media platforms or services operated by third parties.

Once you leave h2olow.com, those organisations are responsible for their own privacy practices.

We recommend reviewing the privacy information of any third-party website or service you use.

15. Reviews, Photographs and Testimonials

If you submit a review or other customer content, we may display information you have chosen to make public, such as your first name, review, photograph or video, depending on the service used.

Where we wish to use customer photographs, videos or testimonials separately for promotional or marketing purposes, we will use them in accordance with the permission you have provided.

Please do not submit personal information about another person unless you have their permission to do so.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to:

  • Our business

  • Our website or services

  • The technology we use

  • Applicable law or regulatory guidance

The latest version will be published on h2olow.com and the Last updated date at the top of this policy will be amended.

17. Contact Us About Your Information

If you have a question about this Privacy Policy, would like to exercise a data protection right or have concerns about how your personal information has been handled, please contact:

H20LOW
Trading name of Tamsin Johnson, sole trader

18A West End View
Cayton
Scarborough
YO11 3SP
United Kingdom

Email: info@h2olow.com

We may need to ask for reasonable information to confirm your identity before responding to a request involving personal information.

18. Complaints

If you have concerns about how H20LOW has handled your personal information, please contact us first so that we have an opportunity to resolve the matter.

You also have the right to complain to the UK's data protection regulator:

Information Commissioner's Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
United Kingdom

Website: ico.org.uk

You may also have the right to complain to the appropriate data protection authority in the country where you live.

H20LOW is committed to using personal information fairly, lawfully and transparently and to protecting the privacy of our customers and website visitors.