Privacy Policy

Last updated: 14 October 2026

At Hockey Factory Shop, we take your privacy seriously. We are committed to protecting your personal information and being clear about how we collect, use, store and share it.

This Privacy Policy explains what happens to your information when you visit our website, place an order, create an account, contact our customer service team or subscribe to our marketing communications.

Hockey Factory Shop is operated by Sci-Sport Ltd, trading as Hockey Factory Shop.

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (PECR), as amended.

1. Who We Are

Legal business name: Sci-Sport Ltd
Trading name: Hockey Factory Shop
Website: https://hockeyfactoryshop.co.uk
Email: shop@hockeyfactoryshop.co.uk

Postal address:

Data Protection
Hockey Factory Shop
PO Box 8029
Leicester
LE3 7AB
United Kingdom

Sci-Sport Ltd is the data controller responsible for determining how and why personal information is processed in connection with Hockey Factory Shop.

For privacy-related enquiries, please include "Privacy Enquiry" in the subject line of your email.

2. Information We Collect

We collect personal information when you interact with our website, purchase products or contact us.

Depending on your interaction with us, this may include:

Contact and identity information

• Your name.

• Email address.

• Telephone number.

• Billing and delivery addresses.

Order and transaction information

• Products purchased.

• Order numbers and order history.

• Order values, payment status and transaction references.

• Delivery, return, exchange and refund information.

• Information needed to investigate delivery or payment disputes.

Customer account information

• Account details and preferences.

• Saved addresses and order history.

• Login and authentication information managed through our website platform.

Customer service information

• Emails, website chat messages and other correspondence.

• Details of enquiries, complaints, returns and warranty claims.

• Photographs or documents provided to support an enquiry.

• Notes and records relating to the resolution of an issue.

Website and technical information

• IP address.

• Device and browser information.

• Website activity and interactions.

• Cookie identifiers and similar technologies.

• General location information derived from technical data.

Marketing information

• Newsletter subscriptions.

• Marketing preferences.

• Records of consent or opt-out requests.

• Interactions with marketing emails, where permitted.

We aim to collect only the information reasonably necessary for the relevant purpose.

3. How We Use Your Information

We use personal information for the following purposes:

Processing and delivering orders

To accept payments, process purchases, arrange delivery, provide order updates and manage returns, exchanges and refunds.

Our lawful basis is generally performance of a contract.

Providing customer service

To answer enquiries, provide product advice, investigate problems, handle complaints and resolve delivery or product issues.

Our lawful basis may be performance of a contract or our legitimate interests in providing effective customer support.

Meeting legal obligations

To maintain required accounting and tax records, respond to lawful requests and comply with consumer protection and other applicable laws.

Our lawful basis is compliance with a legal obligation.

Preventing fraud and protecting our business

To verify transactions, investigate suspected fraud, protect customer accounts and address misuse of our services.

Our lawful basis may be our legitimate interests or a legal obligation, depending on the circumstances.

Improving our website and services

To understand how our website is used, improve navigation, identify technical problems and improve customer experience.

Our lawful basis may be legitimate interests or consent, depending on the information and technologies involved.

Marketing

To send information about products, promotions, offers and other relevant news where permitted.

Our lawful basis may be consent or legitimate interests where applicable electronic marketing rules allow us to contact existing customers.

We do not require customers to subscribe to marketing communications to place an order.

4. Payments and Payment Security

We use Shopify Payments to process payments made through our website.

Shopify Payments and its associated payment-processing partners handle payment information needed to authorise transactions, prevent fraud, process refunds and manage payment disputes.

Hockey Factory Shop does not store customers' full payment card numbers or card security codes in its own customer service and order-management records.

Depending on the transaction, we may be able to view limited payment information, such as the payment method, transaction reference, payment status or masked card details.

Payment information is handled in accordance with the relevant payment provider's security and privacy requirements.

Where alternative payment methods are offered at checkout, the relevant payment provider may also process information necessary to complete the transaction.

5. Customer Accounts and Guest Checkout

Customers may be able to create an account to manage their details and view order information.

Where guest checkout is available, an account is not required to place an order.

Whether you use an account or guest checkout, we retain the information necessary to process your purchase, provide customer service and meet applicable legal obligations.

Account access and order information may require identity verification to protect customer privacy.

6. Customer Service and AI-Assisted Chat

We use customer service systems, including Shopify Inbox, to help customers with enquiries.

Our website chat service may use artificial intelligence (AI) to answer common questions about products, delivery, returns and store policies.

When you use our chat service, information such as your messages, contact details and relevant conversation history may be processed by Shopify and its service providers to operate the service and generate responses.

Monitoring and improving AI responses

Authorised members of our customer service team can access and review AI-assisted conversations.

We may review these conversations to:

• Check that customers are receiving accurate and helpful information.

• Identify incorrect, incomplete or unclear responses.

• Improve our customer service procedures and AI knowledge base.

• Identify enquiries that should be handled by a member of staff.

• Monitor service quality and investigate complaints.

We use these reviews to improve the quality of customer service provided by Hockey Factory Shop.

Where available, an enquiry may be transferred to a member of our customer service team. Staff may review the previous conversation so that customers do not need to repeat information unnecessarily.

We may also use software tools to help organise, categorise or prepare responses to customer enquiries.

AI-generated responses may not always be accurate. Matters requiring individual assessment, such as warranty decisions, complaints, refunds and disputed deliveries, may be referred to staff.

We do not rely solely on automated decisions to make decisions about customers that produce legal or similarly significant effects without appropriate safeguards.

Please avoid sharing payment card details, passwords or other unnecessary sensitive information through website chat or email.

Customer service correspondence may be retained where reasonably necessary to resolve enquiries, maintain business records, investigate disputes or meet legal obligations.

7. Who We Share Your Information With

We share personal information only where reasonably necessary to operate our business, provide services, comply with the law or protect legitimate interests.

Recipients may include:

Ecommerce and technology providers

Our website is operated using Shopify. Shopify and relevant technology providers process information needed to operate our online store, manage customer accounts, support checkout and provide website functionality.

Order management and fulfilment providers

We use order-processing and stock-management systems, including Linnworks, to manage purchases, inventory, dispatch and related customer service activities.

Delivery companies and logistics partners

We share relevant delivery information with our logistics partners and couriers, which may include DPD, DHL and other delivery providers used to fulfil orders.

This information may include names, delivery addresses, contact details and shipment information.

Payment providers

Shopify Payments and any other payment methods made available at checkout process information needed to manage transactions, refunds and payment-related investigations.

Marketing and analytics providers

We use services that help us manage newsletters, understand website performance and measure advertising effectiveness. These may include Mailjet, Google Analytics and Google advertising services.

Cookie consent management

We use Cookiebot to help manage website cookie consent and visitor preferences.

Customer service providers

Providers supporting customer communications, including Shopify Inbox and email services, may process information needed to manage enquiries.

Professional advisers and authorities

Where necessary, we may disclose information to accountants, legal advisers, insurers, fraud prevention services, regulators or law enforcement authorities.

We do not sell customer contact lists to third parties for their independent marketing.

Where service providers process personal information on our behalf, we expect them to handle it in accordance with applicable data protection requirements and appropriate contractual safeguards.

8. Marketing Communications

We may send customers information about new products, promotions, sales and other relevant offers.

We will send electronic marketing only where permitted by applicable law, including where:

• You have given appropriate consent; or

• The requirements for contacting existing customers about similar products or services are satisfied.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in our messages or contacting us at shop@hockeyfactoryshop.co.uk.

We will respect marketing opt-out requests and may retain limited information needed to ensure that you are not contacted again against your wishes.

Unsubscribing from marketing will not prevent essential communications relating to your orders, payments, returns or customer service enquiries.

9. Cookies and Similar Technologies

Our website uses cookies and similar technologies to support its operation and improve the shopping experience.

We use Cookiebot to manage cookie consent and help visitors control their preferences.

Cookies and similar technologies used on our website may include:

Essential cookies

Used for functions such as shopping baskets, checkout, account access, security and website operation.

Analytics cookies

Used to help us understand website traffic, visitor behaviour and site performance.

Advertising and marketing cookies

Used, where permitted, to measure advertising effectiveness and support relevant advertising.

Preference cookies

Used to remember certain settings or preferences.

Where required by law, we ask for your consent before placing or accessing non-essential cookies or similar technologies.

You can manage your cookie preferences through the Cookiebot consent controls provided on our website.

You can also manage or remove cookies through your browser settings, although disabling some cookies may affect website functionality.

You may change or withdraw cookie consent at any time through the cookie preference controls available on our website.

10. International Data Transfers

Some of the service providers we use may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, we take steps to ensure that appropriate protections are in place, as required by applicable data protection legislation.

These may include recognised adequacy arrangements, approved contractual safeguards or other lawful transfer mechanisms.

You can contact us for further information about relevant international transfer safeguards.

11. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including applicable legal, accounting and business requirements.

Our normal retention approach is as follows:

Order and financial records

We generally retain relevant transaction and accounting records for up to seven years to support tax, accounting, audit and legal requirements.

Customer service records

We retain enquiries, correspondence and related records for as long as reasonably necessary to resolve matters, manage potential disputes and support our business obligations.

Marketing information

We retain marketing subscription information while you remain subscribed or while another lawful basis applies. We may keep limited suppression records after an unsubscribe request.

Website and analytics information

Retention depends on the relevant technology, provider settings and applicable legal requirements.

Customer accounts

Account information may be retained while an account remains active and afterwards where necessary for legitimate business purposes or legal obligations.

When information is no longer required, we will delete, anonymise or otherwise securely dispose of it, subject to applicable requirements.

12. Your Data Protection Rights

Depending on the circumstances, you have the following rights under UK data protection law:

Right to be informed

To understand how your personal information is collected and used.

Right of access

To request a copy of the personal information we hold about you.

Right to rectification

To request correction of inaccurate or incomplete personal information.

Right to erasure

To request deletion of personal information in certain circumstances.

This right is not absolute. We may need to retain information where required by law or where another lawful reason applies.

For example, we may need to retain transaction records for accounting and tax purposes even after a customer requests deletion.

Right to restrict processing

To request that certain processing of your information is restricted where applicable.

Right to data portability

To receive certain personal information in a structured, commonly used and machine-readable format, or request its transfer where the legal conditions are met.

Right to object

To object to certain processing based on legitimate interests.

You have the right to object to the use of your personal information for direct marketing at any time.

Rights relating to automated decision-making

You have protections relating to certain decisions made solely by automated processing that produce legal or similarly significant effects.

Right to withdraw consent

Where we rely on your consent, you may withdraw it at any time. Withdrawal does not affect processing that was lawful before consent was withdrawn.

13. Requesting Access, Correction or Deletion

To exercise your data protection rights, please contact us:

Email: shop@hockeyfactoryshop.co.uk

Post:

Data Protection
Hockey Factory Shop
PO Box 8029
Leicester
LE3 7AB
United Kingdom

Please explain the nature of your request and provide enough information for us to identify the relevant records.

We may need to verify your identity before disclosing or changing personal information.

We aim to respond within the time limits required by applicable data protection law, normally within one month, subject to permitted extensions.

Requests are generally free of charge, although exceptions may apply where permitted by law.

14. How We Protect Your Information

We use appropriate technical and organisational measures intended to protect personal information against unauthorised access, loss, misuse, alteration or disclosure.

These measures may include access controls, account authentication, secure service providers, staff access restrictions and appropriate system security measures.

No internet-based system can guarantee absolute security, but we take the protection of customer information seriously.

15. Complaints and the Information Commissioner's Office

If you have concerns about how we handle your personal information, please contact us first so that we can investigate and try to resolve the issue.

You also have the right to raise a complaint with the Information Commissioner's Office (ICO), the UK's data protection regulator.

Website: https://ico.org.uk

16. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our services, technology, business practices or legal obligations.

The latest version will be published on our website with an updated revision date.

Where required by law, we will provide additional notice of significant changes.