Privacy Policy

1. Who we are and our role

TERA Fulfilment UK Ltd is the data controller for personal information collected through this website and for enquiries sent to us. Where we handle customer order data on behalf of a brand we fulfil for, we act as a data processor under that client's instructions and under a written services agreement. Our contact details are set out at the end of this policy.

2. Information we collect

We only collect information that we need in order to answer enquiries and run our fulfilment operation. This includes:

• Enquiry details you provide: full name, company name, business email address, telephone number, website address, country, monthly order volume, product category, storage requirement, ecommerce platform and any additional message.
• Correspondence: emails, WhatsApp messages and call notes exchanged with our team.
• Client and account data: billing contacts, purchase order references, inventory records and service reports for brands that work with us.
• End-customer delivery data processed on behalf of our clients: recipient name, delivery address, contact details and order contents, used solely to pick, pack, ship and process returns.
• Technical data: IP address, browser type, device type, referring page and pages viewed, collected in server logs and, where you consent, in analytics.

3. Contact and quote form data

When you submit the quote or contact form, the details you enter are transmitted securely to our team and delivered by email to sales@terafulfilment.co.uk. Your email address is set as the reply address so we can respond directly. Form submissions are not published, sold, or added to marketing lists, and we contact you only about the enquiry you raised unless you ask us to do otherwise. If you contact us on WhatsApp, your message and phone number are processed by WhatsApp under its own terms.

4. Cookies

This website uses a small number of cookies and similar technologies. Essential cookies keep the site working and remember your language and cookie choices; optional analytics cookies are only set after you accept them in the cookie banner. Full detail, including how to withdraw consent, is set out in our Cookie Policy.

5. Analytics

Where you consent to analytics cookies, we use aggregated statistics about page views, referral sources and device types to understand which pages are useful and to improve the site. Analytics data is used in aggregate, is not used to build marketing profiles about you, and is never combined with your enquiry details for advertising purposes. If you decline analytics cookies, the site works exactly as normal and no analytics identifiers are stored.

6. Legal basis for processing (UK GDPR)

We rely on the following lawful bases under Article 6 of the UK GDPR:

• Legitimate interests — to respond to business enquiries, prepare quotations, run and secure our website, protect against fraud and misuse, and maintain business records. We have assessed that this does not override your rights and freedoms.
• Performance of a contract — to deliver fulfilment, storage, FBA preparation, dispatch and returns services and to administer accounts and invoicing.
• Consent — for optional analytics cookies, which you may withdraw at any time via the cookie banner or your browser settings.
• Legal obligation — to keep accounting, tax, customs and health and safety records as required by UK law.

7. How long we keep your information

We keep information only as long as it is needed for the purpose it was collected for. Enquiries that do not lead to a working relationship are kept for up to 24 months so we can follow up and evidence our correspondence. Client records, contracts and inventory documentation are kept for the duration of the relationship and for six years afterwards to satisfy UK accounting and tax requirements. End-customer delivery data processed for our clients is retained in line with that client's instructions and then deleted or returned. Server and security logs are kept for a short rolling period.

8. Third-party providers

We use a small number of trusted suppliers who process data on our behalf under written terms. We do not sell personal data to anyone.

• Hostinger — domain, email hosting and business mailboxes for correspondence with our team.
• Resend — secure delivery of website form submissions to our sales inbox.
• Lovable — hosting and delivery of this website.
• Google services (where enabled) — privacy-conscious website analytics and map links; analytics are only active with your consent.
• Carriers and logistics partners such as Royal Mail, DPD, DHL, UPS, FedEx and Evri — recipient details shared strictly to deliver parcels.
• Marketplace and platform integrations such as Amazon, Shopify, eBay, Etsy, TikTok Shop and WooCommerce — order data exchanged to fulfil orders and write tracking back.
• Professional advisers, accountants and insurers — where required for the lawful running of the business.

9. International transfers

Our operations are based in the United Kingdom and we keep data in the UK or European Economic Area wherever possible. Where a supplier processes data outside the UK, we ensure an appropriate safeguard is in place — an adequacy decision, the UK International Data Transfer Agreement, or the EU Standard Contractual Clauses with the UK Addendum.

10. How we protect your information

This website is served over HTTPS and form submissions are handled server-side so that credentials are never exposed in the browser. Access to mailboxes and operational systems is restricted to staff who need it, protected by strong authentication, and our warehouse is monitored by CCTV with controlled access. No transmission over the internet can be guaranteed as completely secure, but we take these measures seriously and review them regularly.

11. Your rights

Under the UK GDPR you have the right to:

• Be informed about how your personal data is used — this policy is part of meeting that right.
• Request access to a copy of the personal data we hold about you.
• Request rectification of data that is inaccurate or incomplete.
• Request erasure of your data where we no longer have a valid reason to keep it.
• Restrict or object to processing carried out on the basis of our legitimate interests.
• Request portability of data you provided to us, in a structured, machine-readable format.
• Withdraw consent at any time where processing is based on consent, such as analytics cookies.

12. Complaints

We would always prefer to resolve a concern with you directly, so please contact us first. You also have the right to complain to the Information Commissioner's Office, the UK supervisory authority for data protection, at ico.org.uk or on 0303 123 1113.

13. Children

Our website and services are directed at businesses and are not intended for children. We do not knowingly collect personal information from anyone under the age of 16. If you believe a child has provided us with personal data, please contact us and we will delete it.

14. Changes to this policy

We review this policy regularly and will update this page whenever our practices change. The date at the top of the page shows when it was last revised. Material changes affecting existing clients will be communicated directly.