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Privacy Policy

Date of last update: 3rd July 2026

1. About this policy

This Privacy Policy explains how we collect, use and protect your personal information when you visit the TrueNewel website, place an order, contact us, make a trade enquiry, ask about another product size, use a form, sign up for emails, leave a review, or otherwise interact with us.

We are a small UK business and we only want to use your information in ways that are fair, useful and necessary.

In simple terms, we use your information to run the website, process orders, deliver products, answer questions, provide product support, improve TrueNewel products, send marketing where allowed, protect our business, and keep proper records.

We do not sell your personal information.

2. Who we are

The TrueNewel website is owned and operated by Syxth Limited trading as TrueNewel.

We are registered in England and Wales under company number 09221533.

Our registered office and principal place of business is:

The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

You can contact us by email at:

support@truenewel.com

We are not currently VAT registered and do not charge VAT on our products.

For data protection purposes, Syxth Limited is the data controller for the personal information covered by this policy.

3. Website covered by this policy

This Privacy Policy applies to:

truenewel.com

It also applies to any other TrueNewel website, sales page, checkout, support form or trade enquiry page operated by Syxth Limited trading as TrueNewel, unless a different privacy policy is clearly shown.

4. Personal information we may collect

We may collect and use the following types of personal information.

Contact details

This may include:

  • your name;
  • email address;
  • phone number;
  • billing address;
  • delivery address;
  • business name, where relevant;
  • trade contact details, where relevant.

Order details

This may include:

  • products ordered;
  • kit type or product variant;
  • product size selected;
  • order number;
  • order date;
  • order status;
  • payment status;
  • delivery method;
  • dispatch details;
  • tracking details;
  • return or refund details;
  • discount code use;
  • messages connected with your order.

Product enquiry and suitability details

Because TrueNewel products are size-specific DIY saw guides, we may collect information you provide when asking whether a product is suitable for your project.

This may include:

  • your newel post size;
  • post shape or condition;
  • stair refurbishment kit details;
  • the product size you are interested in;
  • whether you need a size that is not currently available;
  • photos, screenshots, sketches or measurements you send us;
  • notes about your staircase, project or installation question.

Please avoid sending photos that include people, private household details, addresses, paperwork, children, or anything else you do not want us to see. If a photo is needed, it is usually best to send only the relevant newel post or project area.

Trade and wholesale enquiry details

If you contact us about trade supply, wholesale, samples, custom sizes, product trials or partnership opportunities, we may collect:

  • your name;
  • business name;
  • business email address;
  • phone number;
  • business address;
  • website or social media details;
  • trade type;
  • expected order quantities;
  • product sizes or variants of interest;
  • notes from our conversations.

Account information

If the website allows customer accounts and you choose to create one, we may collect:

  • your name;
  • email address;
  • billing and delivery addresses;
  • order history;
  • saved preferences;
  • account login details;
  • account activity.

Payment information

Payments are handled by third-party payment providers such as Stripe, PayPal, Apple Pay and Google Pay, where available.

We may receive payment-related information such as:

  • payment confirmation;
  • payment method type;
  • transaction reference;
  • billing details;
  • fraud prevention checks;
  • refund status.

We do not normally see or store your full card details.

Delivery information

To deliver your order, we may collect and use:

  • recipient name;
  • delivery address;
  • email address;
  • phone number, where needed;
  • order weight or parcel details;
  • tracking number;
  • delivery status;
  • delivery issue notes.

Enquiry and communication details

If you contact us, we may collect:

  • your name;
  • email address;
  • phone number, if supplied;
  • the content of your message;
  • any photographs, screenshots, documents or files you send us;
  • notes of our replies;
  • customer service history.

Live chat and AI chat information

If we provide live chat, AI chat, chatbot support or website messaging, we may collect:

  • your name and email address, if supplied;
  • the content of your chat message;
  • order details you provide during the chat;
  • project details you provide during the chat;
  • technical information linked to the chat session;
  • chat history needed to answer your question or improve support.

Please avoid sending sensitive personal information through live chat unless it is necessary for your enquiry.

Review and feedback information

If you leave a review, send feedback, or provide a testimonial, we may collect:

  • your name or display name;
  • review text;
  • star rating;
  • photographs or videos you provide;
  • product reviewed;
  • date of review;
  • order reference, where used to verify the review.

Website and technical information

When you use our website, we may collect technical information such as:

  • IP address;
  • browser type;
  • device type;
  • operating system;
  • approximate location;
  • referring website;
  • pages viewed;
  • time spent on pages;
  • links clicked;
  • basket activity;
  • checkout behaviour;
  • cookie preferences;
  • device identifiers;
  • advertising identifiers where applicable.

Some of this information is collected using cookies, pixels, tags, scripts, local storage or similar technologies. More detail is provided in our separate Cookie Policy.

Marketing information

If you sign up to receive emails, respond to marketing, make an enquiry, or buy from us, we may collect information about:

  • your marketing preferences;
  • email sign-up date;
  • email engagement;
  • products or sizes of interest;
  • discount code use;
  • whether you have opted in or opted out of marketing.

5. How we collect your information

We collect information in different ways.

Information you give us directly

For example, when you:

  • place an order;
  • create an account;
  • contact us;
  • use live chat or AI chat;
  • complete a product enquiry form;
  • ask about another size;
  • make a trade enquiry;
  • upload or send photographs;
  • sign up for emails;
  • leave a review;
  • return a product;
  • enter a competition or promotion.

Information collected automatically

For example, when you:

  • browse our website;
  • add items to your basket;
  • use checkout;
  • interact with emails;
  • view adverts;
  • click adverts;
  • accept, reject or manage cookies;
  • use live chat, forms or support tools.

Information from third parties

We may receive information from trusted third parties, such as:

  • payment providers;
  • delivery providers;
  • review platforms;
  • email marketing providers;
  • website analytics providers;
  • advertising platforms;
  • fraud prevention services;
  • marketplaces or sales platforms, where relevant;
  • social media platforms, where you interact with our ads or pages;
  • live chat, AI chat or customer support providers.

6. How and why we use your information

We use personal information for the purposes set out below.

7. To process and fulfil your order

We use your information to:

  • accept and manage your order;
  • take payment;
  • pick, assemble, pack or prepare your order;
  • deliver your order;
  • send order confirmations and dispatch emails;
  • deal with returns, refunds, replacements or complaints.

Our lawful basis is usually contract, because we need this information to supply the products you have ordered.

We may also rely on legitimate interests, for example to keep order records, deal with customer service, and protect our business.

8. To answer product, size and suitability enquiries

We may use the information you provide to answer questions about:

  • product sizes;
  • current and future TrueNewel models;
  • whether a product may be suitable for your post size;
  • flat-pack or ready-assembled kit options;
  • saw kits;
  • trade supply;
  • delivery, returns or product support.

Our lawful basis is usually legitimate interests, because it is in both your interest and ours to answer enquiries properly.

If your enquiry relates to an order you have placed or may place, our lawful basis may also be contract or steps taken before entering into a contract.

Any advice we give based on photos, measurements or messages you send is general guidance only. It is not a substitute for checking your own project carefully or seeking advice from a qualified joiner, carpenter or stair fitter if you are unsure.

9. To understand demand for future sizes

If you tell us that you need a TrueNewel guide in a size we do not currently sell, we may use that information to understand demand for future product sizes and variants.

For example, we may record that a customer asked about a guide for a different post size, without needing to keep unnecessary personal details for longer than required.

Our lawful basis is usually legitimate interests, because it helps us decide whether to develop new products.

Where possible, we may use anonymised or aggregated information for product planning.

10. To communicate with you

We use your contact details to:

  • answer questions;
  • confirm order details;
  • request missing information;
  • discuss a problem with your order;
  • respond to complaints;
  • provide customer support;
  • send important service messages.

Our lawful basis is usually contract or legitimate interests.

11. To take payment and prevent fraud

We use payment and order information to:

  • process payments;
  • confirm payment status;
  • issue refunds;
  • prevent fraudulent orders;
  • protect our business and customers;
  • deal with payment disputes or chargebacks.

Payments may be processed by providers such as Stripe, PayPal, Apple Pay and Google Pay, where those options are available.

Our lawful bases are usually contract, legal obligation, and legitimate interests.

12. To deliver your order

We use your name, delivery address, contact details and order information to send your order to you.

We may share delivery information with Royal Mail, couriers, parcel services, shipping platforms, label-printing services or fulfilment tools.

Our lawful basis is usually contract.

13. To manage accounts

If you create an account, we use your information to:

  • create and manage the account;
  • let you view order history;
  • save addresses where requested;
  • manage login and security;
  • support account-related questions.

Our lawful bases are usually contract and legitimate interests.

14. To provide live chat, AI chat and customer support

If our website uses live chat, AI chat, chatbot support or helpdesk tools, we may use the information you provide to:

  • answer your questions;
  • help with product choices;
  • help with size or kit questions;
  • help with order problems;
  • provide technical or product support;
  • improve future support;
  • keep a record of customer service conversations.

Our lawful bases are usually legitimate interests and, where the chat relates to an order, contract.

15. To improve our website and products

We may use website, order and enquiry information to:

  • understand how customers use the website;
  • improve website layout and content;
  • identify technical problems;
  • improve product pages;
  • improve instructions, videos and support material;
  • understand which products and sizes are of interest;
  • improve the product range and customer experience.

Our lawful basis is usually legitimate interests.

Where analytics cookies or similar technologies are used, we will ask for consent where required.

16. To send marketing emails

We may send marketing emails about TrueNewel products, new sizes, offers, product updates, trade information, instructions, tips or related DIY stair-refurbishment information.

We will only do this where the law allows.

This may be because:

  • you have signed up and given consent; or
  • you have bought from us before and we are contacting you about similar products, with a clear option to opt out.

You can unsubscribe from marketing emails at any time by using the unsubscribe link in the email or contacting us at:

support@truenewel.com

Our lawful basis may be consent or legitimate interests, depending on the situation.

17. To show online advertising

We may use advertising tools to show relevant adverts on platforms such as:

  • Google;
  • YouTube;
  • Facebook;
  • Instagram;
  • Pinterest;
  • TikTok;
  • other websites or advertising networks.

This may involve cookies, pixels, tags, scripts, local storage, advertising identifiers or similar technologies.

Advertising tools may help us:

  • measure whether adverts are working;
  • show adverts to people who have visited our website;
  • create audiences for advertising;
  • avoid showing irrelevant adverts;
  • understand which products or pages people are interested in.

Where required, we will ask for your consent before using non-essential advertising cookies, pixels or similar technologies.

You can manage this through our cookie settings where available, and through the settings on the relevant advertising platforms.

Our lawful basis may be consent for cookies and similar technologies, and legitimate interests for related marketing activity where permitted.

18. To manage reviews and customer feedback

We may use review and feedback information to:

  • display customer reviews;
  • verify reviews;
  • respond to feedback;
  • improve products and service;
  • improve instructions and support material;
  • use short review quotes in marketing.

We may use review platforms or plugins to collect, verify and display reviews.

We will take care not to knowingly publish private information such as your full address, contact details or private order details.

If we want to use customer photographs, project photographs, detailed stories or highly personal feedback in a more prominent way, we will aim to get appropriate permission first.

Our lawful bases may be consent, legitimate interests, or contract, depending on how the review or feedback is collected and used.

19. To protect our website and business

We may use personal information and technical information to:

  • keep our website secure;
  • detect suspicious activity;
  • prevent fraud;
  • block spam;
  • protect customer accounts;
  • back up the website;
  • monitor errors and performance;
  • defend legal claims;
  • enforce our terms.

We may use security, anti-spam, hosting, firewall, backup and monitoring tools for these purposes.

Our lawful bases are usually legitimate interests and legal obligation.

20. To meet legal and business obligations

We may use and keep information where needed to:

  • keep accounting and tax records;
  • respond to legal claims;
  • comply with consumer law;
  • deal with complaints;
  • prevent fraud;
  • enforce our terms;
  • respond to lawful requests from authorities;
  • protect our rights, property, customers and business.

Our lawful bases may be legal obligation and legitimate interests.

21. Who we share your information with

We only share personal information where we have a proper reason to do so.

We may share information with:

  • payment providers, including Stripe, PayPal, Apple Pay and Google Pay where used;
  • banks and card processors;
  • Royal Mail, couriers and parcel services;
  • shipping and label platforms;
  • WordPress, WooCommerce and related website tools;
  • website hosting providers;
  • website developers and technical support providers;
  • email and communication providers;
  • email marketing platforms;
  • review platforms;
  • analytics providers, including Google Analytics where used;
  • advertising platforms, including Google, Meta, Pinterest and TikTok where used;
  • live chat, AI chat or customer support providers;
  • cookie consent management providers;
  • security, anti-spam, firewall, backup and monitoring providers;
  • fraud prevention providers;
  • professional advisers, such as accountants, insurers and legal advisers;
  • HMRC, regulators, courts, law enforcement or other authorities where required.

We only share the information needed for the relevant purpose.

22. Service providers we may use

The service providers we use may change from time to time.

Depending on how you interact with us, your information may be processed using services such as:

  • WordPress and WooCommerce;
  • website hosting and backup services;
  • payment providers such as Stripe, PayPal, Apple Pay and Google Pay;
  • Royal Mail, couriers and shipping platforms;
  • email providers and email marketing tools;
  • Google Analytics;
  • Google Ads;
  • Meta Pixel and Meta advertising tools;
  • Pinterest Tag;
  • TikTok Pixel;
  • review collection and review display tools;
  • cookie consent tools;
  • live chat, chatbot or AI chat tools;
  • website security, anti-spam and firewall tools;
  • website performance and error monitoring tools.

This list is intended to explain the types of services we may use and the main examples we expect to use. It may not name every individual provider at all times.

23. International transfers

Some of the companies we use may process personal information outside the United Kingdom.

Where this happens, we will take reasonable steps to make sure appropriate safeguards are in place.

This may include using providers with suitable data protection terms, UK-approved transfer mechanisms, or other safeguards recognised under data protection law.

24. How long we keep your information

We keep personal information only for as long as we reasonably need it.

How long we keep it depends on the type of information and why we collected it.

As a guide:

  • order records are usually kept for accounting, tax, legal and customer service purposes;
  • customer service messages are kept for as long as needed to deal with the enquiry and maintain proper records;
  • product suitability enquiries are kept for as long as needed to respond and maintain useful support records;
  • size-request information may be kept in anonymised or aggregated form to help us understand demand for future products;
  • marketing information is kept until you unsubscribe or we no longer need it;
  • account information is kept while your account remains active, unless we need to keep some details for legal or business reasons;
  • review information may remain published unless it is removed by you, by us, or by the review platform;
  • live chat and support messages are kept for as long as needed for customer service, training, quality and record-keeping;
  • cookie data is kept for the periods explained in our Cookie Policy or cookie settings;
  • information connected with legal claims, disputes, product safety concerns or fraud prevention may be kept for longer where necessary.

Where we no longer need personal information, we will delete it, anonymise it, or securely archive it where appropriate.

25. Your rights

You have rights under data protection law.

Depending on the circumstances, these may include the right to:

  • ask for a copy of your personal information;
  • ask us to correct inaccurate information;
  • ask us to delete information;
  • ask us to restrict how we use information;
  • object to certain uses of information;
  • withdraw consent where we rely on consent;
  • ask for information to be transferred to you or another provider;
  • complain to the Information Commissioner’s Office.

Some rights do not apply in every situation. For example, we may need to keep certain order records for legal, accounting, product support, product safety or fraud prevention reasons.

To exercise your rights, please contact:

support@truenewel.com

26. Withdrawing consent

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

For example, you can:

  • unsubscribe from marketing emails;
  • change cookie preferences where available;
  • contact us to withdraw consent for a particular use.

Withdrawing consent will not affect anything we have already done lawfully before you withdrew it.

27. Marketing choices

You can opt out of marketing emails at any time.

You can do this by:

  • clicking the unsubscribe link in our marketing emails; or
  • emailing support@truenewel.com.

Even if you opt out of marketing, we may still send you service messages about an order you have placed, such as order confirmations, dispatch emails, customer service replies, safety notices or important information about your purchase.

28. Cookies and similar technologies

Our website uses cookies and similar technologies.

Some are essential for the website to work, such as basket, checkout, security and cookie preference cookies.

Others may be used for analytics, advertising, personalisation, live chat, embedded content, social media tools, product improvement or website performance.

Where required, we will ask for your consent before using non-essential cookies, pixels, tags, scripts, local storage or similar technologies.

You can find more information in our separate Cookie Policy.

29. Children’s information

The TrueNewel website is intended for adults buying DIY stair-refurbishment products.

We do not knowingly collect personal information directly from children.

If you believe a child has provided personal information to us directly without appropriate permission, please contact us.

30. Keeping your information safe

We take reasonable steps to protect personal information.

This may include:

  • secure website connections;
  • access controls;
  • password protection;
  • trusted payment providers;
  • security tools;
  • backups;
  • limiting access to people and providers who need it;
  • keeping systems and plugins reasonably maintained;
  • anti-spam and firewall tools;
  • monitoring suspicious activity.

No website, email system or online service can be guaranteed completely secure. Please take care when sending information online.

31. Links to other websites

Our website may contain links to third-party websites, platforms or services.

We are not responsible for the privacy practices, security or content of those third-party websites.

Please read their privacy policies before giving them personal information.

32. Complaints

If you are unhappy with how we use your personal information, please contact us first so we can try to help.

Email:

support@truenewel.com

You also have the right to complain to the UK data protection regulator, the Information Commissioner’s Office.

You can contact the ICO through its website:

ico.org.uk

33. Changes to this policy

We may update this Privacy Policy from time to time.

The latest version will be shown on the website.

If we make important changes, we may take additional steps to bring them to your attention where appropriate.

34. Contact us

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

Syxth Limited trading as TrueNewel
The Gables
Marston Lane
Frome
Somerset
BA11 4DS
United Kingdom

Email:

support@truenewel.com

Company number:

09221533

We are not currently VAT registered and do not charge VAT on our products.