Privacy policy

Privacy Policy
December 2025


1. Privacy

This privacy policy describes how Tornello Ltd collects, uses, and shares information in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. “Personal information” refers to any data that can identify an individual, including but not limited to your name, postal address, phone number, and email address. Please read this policy carefully. For any queries, contact us at: support@tornello.co.uk.

By continuing to use this website, you accept the terms of this privacy policy and any referenced documents. This policy applies to all individuals whose personal information we collect and use, including but not limited to: customers, suppliers, service providers, enquirers, complainants, visitors to our website, newsletter subscribers, and business contacts.

2. How We Use Your Personal Information

We collect and use your personal information to operate and improve our business. This may include:

  • Processing and fulfilling your orders

  • Creating and managing your customer account

  • Managing payments and refunds

  • Communicating with you about orders, products, and promotions

  • Conducting market research

  • Personalising your experience and tailoring marketing communications

  • Complying with legal obligations

When placing an order, we may share limited information with trusted third-party service providers (e.g., payment processors, delivery partners) to process your order and fulfil contractual obligations. These providers are required to handle your data securely and lawfully.

3. Marketing Communications

Where you have provided consent, we may send you marketing communications about our products, services, and promotions via email, SMS, or other agreed channels. You can withdraw consent or update your preferences at any time by:

  • Clicking the unsubscribe link in marketing emails

  • Replying "STOP" to SMS messages

  • Contacting us at support@tornello.co.uk

If we intend to use your data for marketing purposes or share it with selected third parties, we will inform you at the point of data collection.

4. SMS Marketing & Klaviyo Compliance

If you opt in to SMS communications:

  • Your phone number will be used to send relevant marketing messages, including abandoned cart reminders, product announcements, and exclusive offers.

  • We will not share your SMS opt-in data or consent with third parties for unrelated purposes.

  • We may share your SMS data only with third-party platforms that facilitate the delivery of SMS campaigns (e.g., Klaviyo, telecom providers) under strict data security protocols.

Abandoned Cart Tracking
Tornello's website uses cookies and tracking tools to monitor items placed in your cart. This includes instances where a cart has been abandoned. If you've opted into SMS, we may use this information to send cart reminder messages via text message.

Third-party Data Sharing
We do not sell your personal data to unaffiliated third parties.
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.

 

5. Cookies & Tracking

We use cookies and similar technologies to enhance your browsing experience, personalise content, and analyse site traffic. Cookies also help us track cart activity and user behaviour to inform marketing and performance efforts.

If you provide us with personal information about another individual, you must ensure you have their consent or legal right to do so, and that they are aware of this privacy policy.

5. Data Retention

 

We retain your personal information only as long as necessary for the purposes outlined in this policy, or as required by law. You may request deletion of your data by contacting us at: support@tornello.co.uk.

6. Data Security

We take reasonable steps to protect your personal data from loss, misuse, or unauthorised access. However, data transmission over the internet is never completely secure, and any transmission is at your own risk.

7. Data Retention

Under the UK GDPR, you have the right to:

  • Access the personal data we hold about you

  • Request correction of inaccuracies

  • Request deletion or restriction of processing in certain circumstances

  • Object to processing for direct marketing

  • Withdraw consent at any time where processing is based on consent

Requests can be made by contacting: support@tornello.co.uk.

8. Order Verification & Secure Data Handling Policy

To protect our customers and our business from fraudulent transactions, Tornello may carry out additional security checks on certain orders. These checks are designed to verify the legitimacy of an order when it is flagged by our system, payment provider, or fulfilment process.

Order Verification
If an order is flagged as suspicious or contains inconsistent information, we may temporarily place the order on hold while we complete routine verification checks.

In these cases, Tornello may contact the customer directly to request limited proof of identity or address. This may include, but is not limited to:

  • Confirmation of billing and shipping details
  • A recent utility bill or similar proof of address
  • A driving licence or ID with unrelated information redacted

We will always request the minimum information necessary to confirm an order.

If verification cannot be completed or details remain inconsistent, Tornello reserves the right to cancel the order and issue a full refund to the original payment method.

⁠Legal Basis
These measures are carried out under our legitimate interest in preventing fraud and ensuring the security of transactions on our platform. This is permitted under UK GDPR.

Storage of Verification Information

Any documentation provided as part of the verification process will be:

  • Stored securely using encrypted or password-protected systems
  • Accessible only to authorised team members
  • Used solely for the purpose of confirming an order’s legitimacy

We do not store verification documents in email inboxes, on personal devices, or in unsecured locations.

Data Retention & Deletion

Verification documents are kept only for as long as necessary to complete the security check. Unless required for an active dispute or investigation, all verification documents will be permanently deleted within 30 days of the order being approved or cancelled. Once deleted, we will not retain copies unless legally required to do so.

Sharing of Information

We will never share verification documents or customer identification with third parties unless:
Required by law

Requested by law enforcement in connection with fraud or criminal activity

Your information is never sold, shared, or used for marketing.

⁠Your Rights

Customers have the right to:

  • Request information about how their verification data is used
  • Request deletion of their data (provided the verification process is complete)
  • Access details stored about them
  • Ask questions about this policy at any time

To exercise your rights, contact us at support@tornello.co.uk

9. Changes to This Policy

We may update this privacy policy from time to time. Changes will be posted on this page, and continued use of our website implies acceptance of any changes.

Company Information
Tornello Ltd
Suite 57, 548–550 Elder House
Eldergate, Milton Keynes
MK9 1LR, England
Company Number: 15833945