Privacy policy

Last updated: 24 September 2026

At LivGrid, we take your privacy seriously.

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

We aim to collect and use only the information reasonably necessary to operate our business, fulfil orders and provide a good service to our customers.

1. Who we are

This website is operated by:

LIVGRID LTD trading as LivGrid
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom

Company number: 17297766

Email: hello@livgrid.co.uk

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

2. Information we collect

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

  • your name;
  • billing and delivery address;
  • email address;
  • telephone number;
  • order and purchase information;
  • account information, if you create an account;
  • messages, enquiries or other correspondence you send to us;
  • information relating to returns, refunds or customer-service enquiries;
  • reviews, photographs or other content you choose to provide;
  • marketing preferences; and
  • technical information relating to your use of our website.

Technical information may include your IP address, browser and device information, pages viewed, interactions with the website and information collected through cookies and similar technologies.

3. Payment information

Payments made through our website are processed through Shopify and the payment providers made available through our store.

LivGrid does not normally receive or store your complete payment card details.

We may receive limited information relating to a payment, such as payment status, transaction reference and the payment method used.

4. How we use your information

We may use your personal information to:

  • process and fulfil orders;
  • process payments;
  • arrange delivery and returns;
  • send order, delivery and service communications;
  • provide customer service;
  • deal with enquiries, complaints, returns and refunds;
  • manage customer accounts;
  • maintain transaction and business records;
  • prevent fraud and protect our website and systems;
  • improve our products, website and customer experience;
  • understand how our website is used;
  • comply with legal, accounting and regulatory requirements; and
  • send marketing communications where we are permitted to do so.

We will not use your information for purposes that are incompatible with those described in this policy unless permitted by law.

5. Our lawful bases for using your information

UK data protection law requires us to have a lawful basis for processing personal information.

Depending on the purpose, we may rely on:

Contract

We use information where it is necessary to enter into or perform a contract with you.

For example, we need your contact and delivery details to fulfil an order.

Legal obligation

We may use or retain information where necessary to comply with legal requirements, including accounting, tax and consumer-protection obligations.

Legitimate interests

We may use information where necessary for our legitimate business interests, provided those interests do not override your rights and interests.

This may include:

  • operating and improving our website;
  • improving our customer service;
  • protecting our systems;
  • preventing fraud; and
  • maintaining appropriate business records.

Consent

Where consent is required, we will ask for it.

This may apply to certain marketing activities and the use of some cookies or similar technologies.

Where we rely on consent, you can withdraw it at any time.

6. Orders, delivery and returns

When you place an order, we use the information you provide to process and fulfil your purchase.

We may share the information necessary to provide delivery or return services with our logistics partners.

This may include:

  • your name;
  • delivery address;
  • email address;
  • telephone number;
  • parcel or order information; and
  • delivery instructions you provide.

We currently intend to use InPost for eligible deliveries and returns, together with other delivery providers where appropriate.

We only share information that is reasonably necessary to provide the relevant service.

7. Marketing communications

We may send you information about LivGrid products, gardening ideas, offers or other relevant updates where we are permitted to do so.

Where consent is required, we will ask for it before sending marketing communications.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email.

You can also contact us at:

hello@livgrid.co.uk

Unsubscribing from marketing will not prevent us from sending communications relating to an order, delivery, return, refund or other service you have requested.

8. Cookies and similar technologies

Our website uses cookies and similar technologies.

These may be used to:

  • operate essential website functions;
  • remember your preferences;
  • maintain your shopping basket;
  • understand how visitors use the website;
  • measure website performance; and
  • support marketing or advertising where permitted.

We use Shopify's customer privacy and cookie-consent tools to help manage cookie preferences for visitors to our website.

Where consent is required, non-essential cookies and similar technologies will not be used until you have made the appropriate choice through our cookie-consent system.

You can review or change your cookie preferences using the cookie settings available on our website.

Further information about the cookies used on our website is available through Shopify's cookie information and the cookie settings displayed on the site.

If additional services, apps or tracking technologies are introduced, we will review our privacy and cookie arrangements as appropriate.

9. Who we may share your information with

We may share personal information with trusted organisations that help us operate our business.

These may include:

  • Shopify and ecommerce service providers;
  • payment processors;
  • delivery and logistics providers, including InPost;
  • website and technical service providers;
  • email and customer communication providers;
  • analytics services;
  • marketing and advertising platforms, where permitted;
  • accountants, insurers and professional advisers;
  • fraud-prevention and security providers; and
  • regulators, government bodies or law-enforcement authorities where required by law.

We expect organisations processing information on our behalf to use appropriate safeguards.

We do not sell your personal information.

10. International transfers

Some of the service providers used by our website may process or store personal information outside the United Kingdom.

Where personal information is transferred internationally, appropriate safeguards will be used where required by UK data protection law.

These may include transfers to countries recognised as providing an adequate level of protection or the use of approved contractual safeguards.

11. How long we keep your information

We keep personal information only for as long as reasonably necessary for the purpose for which it was collected and to meet applicable legal, accounting or regulatory requirements.

For example:

  • order and transaction records may be retained for accounting and legal purposes;
  • customer-service records may be retained for as long as reasonably necessary to resolve and record the matter;
  • marketing information may be retained until you unsubscribe or we no longer have a lawful reason to use it; and
  • cookie and analytics information will be retained according to the settings and retention periods of the relevant service.

When information is no longer required, we will delete, anonymise or securely dispose of it as appropriate.

12. Keeping your information secure

We take reasonable steps to protect personal information against loss, misuse, unauthorised access, alteration or disclosure.

We also use established ecommerce and service providers that maintain their own technical and organisational security measures.

No online system can be guaranteed to be completely secure, but we take reasonable steps to protect the information entrusted to us.

13. Your data protection rights

Depending on the circumstances, UK data protection law may give you the right to:

  • ask for a copy of the personal information we hold about you;
  • ask us to correct inaccurate or incomplete information;
  • ask us to delete information in certain circumstances;
  • ask us to restrict how information is used;
  • object to certain uses of your information;
  • receive certain information in a portable format;
  • withdraw consent where we rely on consent; and
  • complain about how your personal information has been handled.

These rights are subject to legal conditions and exceptions.

To exercise a data protection right, please contact:

hello@livgrid.co.uk

We may need to ask for information to confirm your identity before acting on a request.

14. Complaints

If you are concerned about how we have handled your personal information, please contact us first at:

hello@livgrid.co.uk

We will try to resolve the issue.

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

Further information is available at www.ico.org.uk .

15. Third-party websites

Our website may contain links to websites or services operated by other organisations.

Those organisations are responsible for their own privacy practices.

We recommend reviewing their privacy information before providing personal information to them.

16. Changes to this Privacy Policy

We may update this Privacy Policy from time to time, including where:

  • our services change;
  • we introduce new technology or service providers; or
  • legal or regulatory requirements change.

The latest version will be published on our website together with the date it was last updated.

17. Contact us

If you have any questions about this Privacy Policy or how LivGrid uses your personal information, please contact:

LIVGRID LTD trading as LivGrid
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom

Company number: 17297766

Email: hello@livgrid.co.uk