Privacy policy

Effective date: 27 August 2026 Last updated: 27 August 2026

This Privacy Policy explains how Remoxila (operated by NORTHWELL GROUP LTD) collects, uses, stores, shares and protects your personal information when you visit our website, place an order, contact our customer support team, or interact with us in any way. It also explains your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

If you have any questions about this Privacy Policy or how we handle your data, please contact us at support@remoxila.com.

1. Who we are

This website (https://remoxila.com) is operated by NORTHWELL GROUP LTD ("Remoxila", "we", "us", "our"), a company registered in England and Wales.

  • Company name: NORTHWELL GROUP LTD
  • Trading as: Remoxila
  • Company number: 17075470
  • Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
  • Email: support@remoxila.com
  • Phone: +44 20 8040 3862

For the purposes of UK GDPR, NORTHWELL GROUP LTD is the data controller of the personal information you provide to us.

2. What personal information we collect

Identity and contact information: full name, email address, postal address, phone number, billing address, shipping address, and your marketing preferences (email and SMS opt-in status).

Order and transaction information: items ordered, order history, order total, payment method used, transaction reference, returns and refund records.

Payment information: card type, last four digits of your payment card, and billing address. We never see or store full card numbers — payments are processed directly by our payment providers (see Section 5).

Technical information: IP address, browser type and version, device type, operating system, time zone, language, referring website, pages visited, time spent on pages and clickstream data.

Communications information: the content of any emails or messages you send us, and our responses.

Reviews and feedback: any product review, rating or feedback you choose to submit through our store.

We do not knowingly collect special category data (such as health, racial or ethnic origin, religious beliefs, or political opinions). Please do not send us such information.

3. How we collect personal information

We collect personal information directly from you when you:

  • Visit our website (technical information collected automatically through cookies and similar technologies)
  • Place an order at checkout
  • Contact our customer support team by email or phone
  • Submit a product review or feedback
  • Subscribe to email updates from us
  • Initiate a return or refund

We may also receive information about you from third parties, including payment providers confirming a transaction, shipping carriers updating delivery status, and analytics providers giving us aggregated insights about website usage.

4. How we use your personal information and our lawful basis

Under UK GDPR, we must have a lawful basis for every use of your personal information:

  • Processing and fulfilling your order — performance of a contract (Article 6(1)(b))
  • Communicating with you about your order, returns or support enquiries — performance of a contract (Article 6(1)(b))
  • Processing payment for your order — performance of a contract (Article 6(1)(b))
  • Meeting our legal and tax obligations (e.g. keeping order records for HMRC) — legal obligation (Article 6(1)(c))
  • Sending you marketing messages by email or SMS, if you opt in — consent (Article 6(1)(a)); you can unsubscribe or reply STOP at any time
  • Improving our website and customer experience — legitimate interest (Article 6(1)(f))
  • Detecting and preventing fraud or abuse — legitimate interest (Article 6(1)(f))
  • Analytics and advertising measurement through cookies — consent (Article 6(1)(a))

5. Third parties we share your information with

We share personal information only with the service providers we need to operate our store and fulfil your orders. We do not sell, rent or trade your personal information to anyone, ever.

Shopify Inc. — hosting platform for our website, checkout and the data we collect through it. What we share: order data, customer information, storefront analytics. Privacy policy: https://www.shopify.com/legal/privacy

Shopify Payments — payment processing for card and digital wallet transactions. What we share: card details, billing information, transaction amount. Privacy policy: https://www.shopify.com/legal/privacy

Apple Inc. (Apple Pay) — express checkout wallet (only when you pay with Apple Pay). What we share: payment information and billing details. Privacy policy: https://www.apple.com/legal/privacy/

Google (Google Pay) — express checkout wallet (only when you pay with Google Pay). What we share: payment data and billing details. Privacy policy: https://policies.google.com/privacy

Shop Pay (Shopify Inc.) — express checkout service (only when you use Shop Pay). What we share: email address, shipping and billing details, payment data. Privacy policy: https://www.shopify.com/legal/privacy

ShipBob (ShipBob, Inc.) — fulfilment partner that picks, packs and ships orders from their UK facility in Birmingham. What we share: name, shipping address, phone number, order contents. Privacy policy: https://www.shipbob.com/privacy-policy/

Royal Mail, DPD, Evri and UPS — delivery carriers. What we share: recipient name, delivery address, contact phone number.

Track123 — order tracking service that shows shipment updates. What we share: order number, tracking number, customer email. Privacy policy: https://www.track123.com/privacy

Vitals — Shopify app providing customer reviews and storefront features, including anonymised visitor session recording used to improve the store experience. What we share: reviews you submit and anonymised browsing/session data. Privacy policy: https://vitals.co/privacy

Google Analytics 4 and Google Ads conversion tracking — website analytics and advertising measurement. What we share: anonymised browsing data and aggregated usage; conversion events. Privacy policy: https://policies.google.com/privacy

Simprosys Google Shopping Feed — product feed sync to Google Merchant Center. What we share: product information only — no customer personal data. Privacy policy: https://simprosys.com/privacy

Shopify Email — email service for order notifications and, if you subscribe, our newsletter. What we share: email address and order context. Privacy policy: https://www.shopify.com/legal/privacy

We may also share information with law enforcement, regulators or other authorities where required by law; with professional advisers where necessary; or in connection with a sale, merger or acquisition of our business.

SMS marketing. If you tick "Text me with news and offers" at checkout, we may send you marketing messages by SMS to the mobile number you provide. This is optional, never required to place an order, and based on your consent. You can withdraw consent at any time by replying STOP to any message or emailing support@remoxila.com, and we will stop sending SMS marketing without affecting your order or your other rights.

6. We do not sell your personal information

We do not sell, rent, lease or otherwise commercialise your personal information. Beyond the analytics and advertising measurement described above, we do not share your information with advertising networks to profile you. If this ever changes, we will update this policy and obtain your consent where required.

7. International data transfers

Some of our providers are based outside the United Kingdom (notably in the United States, Canada and the European Economic Area). Where your personal data is transferred outside the UK, the transfer is protected by one of the following safeguards: a UK adequacy decision (including the EEA and the UK–US Data Bridge), the UK International Data Transfer Agreement (IDTA), or Standard Contractual Clauses with the UK Addendum.

8. How long we keep your personal information

  • Order and transaction data — kept for 6 years after the end of the relevant financial year, to comply with UK tax and accounting law (HMRC requirement)
  • Communications (support emails) — kept for 3 years after the last contact
  • Reviews and feedback — kept for as long as the review is published on our store
  • Abandoned cart data — kept for 30 days, then deleted
  • Technical data (analytics) — kept for 14 months per Google Analytics settings

After these periods, your data is securely deleted or anonymised.

9. How we protect your personal information

  • Our entire website is served over HTTPS with a valid SSL/TLS certificate — your data is encrypted in transit
  • Payment information is processed directly by our payment providers using PCI DSS Level 1 certified systems; we never see or store full card numbers
  • Access to customer information within our team is limited to authorised personnel only
  • Our service providers are bound by strict data-security obligations

No system is 100% secure. If you believe your information has been compromised, contact us immediately at support@remoxila.com.

10. Cookies and similar technologies

Strictly necessary cookies — required for the site to function (cart, checkout). These do not require consent.

Analytics and advertising cookies — Google Analytics 4 and Google Ads conversion tracking. These are set only after you give consent through our cookie banner.

Functional cookies — set by certain Shopify apps (e.g. Vitals) to provide store features.

You can manage your preferences at any time through the cookie banner on our website or your browser settings.

11. Your rights under UK GDPR

You have the right of access, rectification, erasure (subject to legal retention), restriction of processing, data portability, objection (including to legitimate-interest processing), and the right to withdraw consent at any time where processing is based on consent. We do not use automated decision-making that produces legal or similarly significant effects.

To exercise any right, email support@remoxila.com. We respond within one month.

If you are unhappy with how we have handled your personal data, you can complain to the UK Information Commissioner's Office (ICO): Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF — helpline 0303 123 1113 — https://ico.org.uk

12. Children's privacy

Our website is not intended for anyone under 16 and we do not knowingly collect personal information from children. If you believe a child has provided us with personal data, contact us and we will delete it.

13. Changes to this Privacy Policy

We may update this policy from time to time. Material changes will be reflected in the "Last updated" date above, and where appropriate we will notify you by email or a website notice.

14. Contact us

NORTHWELL GROUP LTD (trading as Remoxila) 128 City Road, London, EC1V 2NX, United Kingdom Email: support@remoxila.com Phone: +44 20 8040 3862 Company number: 17075470