Privacy Policy

Scope of this Policy

This Privacy Policy applies to your use of our websites (the "Sites") and our mobile applications (the "Apps" together with the Sites, the "Services") operated by Dogan London Ltd.

This Privacy Policy also applies to the personal information you provide to us through other interactions and correspondence. This could be, for example, when you share your information with our service representatives (e.g. a customer service agent, design professional, or an installation or assembly pro), through any of our marketing programs, or send us a letter, email or chat.

Personal Information We Collect

Information you provide to us:

Your contact details and account data if you establish an online account with us (such as your name, email address, postal address, phone number and password).
Additional profile information you may choose to provide (such as date of birth, gender, location and preferred language). We may also ask you to provide additional information to identify yourself such as a government issued ID number if you do not have an account with us (e.g. when making or returning purchases at our brick-and-mortar stores in the United Kingdom).
Your payment information if you make a purchase via the Services. We use third-party payment processors, such as Stripe or PayPal, to process your payments. These third parties will collect the information necessary to effectuate your transaction with us, such as credit/debit card number, security/CVV code, and expiration date. Our payment processors may handle your payment information in accordance with their own privacy policies. Dogan London Limited does not have access to your full payment information.
Your communications and contact history with us (such as service call recordings, chat and instant messages, or communications with our social media channels).
Other information you choose to provide (such as product reviews, forum posts, survey responses, participation in promotions, and other user-generated content, including, but not limited to, images you upload).

Where applicable, we may indicate whether and why you must provide us with your personal information, as well as the consequences of failing to do so. For example, it may be necessary for you to disclose certain personal information in order for us to provide the Services to you.

Subject to our Cookie Policy, we may automatically collect Information from your use of the Services:

Purchase history and saved items (such as what you bought, what you've placed in or removed from your basket, or what items you've saved).
Log data and device information (such as details about how you've used the Services, IP address, access dates and times, hardware and software information, device information, device event information, unique identifiers, crash data, cookie data, location data, and page/product views or clicks).
Geo-location information (such as IP address, browser information, or mobile GPS information).

We use cookies and similar technologies (such as web beacons and local storage technologies) to collect such data. Please see our Cookie Policy for more information.

Information we may collect from third parties, including third party services (for example if you link, connect, or login to the Services with your Google, Facebook, Instagram, or Twitter accounts or choose to participate in one of our marketing programs) or other sources (such as your contacts who want to invite you to use the Services or brands we partner with):

Contact details (such as your name, email address, postal address and phone number).
Social media profile information publicly available on your social media account (such as your Twitter or Instagram handle, profile description, posts tagging @doganlondon etc.).

How We Use Personal Information

We use personal information for the following purposes or as otherwise described at the time of collection:

Providing and supporting our Services. We use personal information to operate, maintain, and provide you with our Services. In particular, we will use personal information to perform our contractual obligation under our terms of use, such as to allow you to create an account and make purchases via the Services, facilitate financing solutions, and for us to take payment, deliver your purchases and process returns.

Communicate with you about our Services. It is in our legitimate business interests to use personal information to respond to your requests, provide customer support, and communicate with you about our Services, including by sending announcements, updates, security alerts, and support and administrative messages, and to administer surveys, sweepstakes and contests.

Improve, monitor, personalise, and protect our Services. It is in our legitimate business interests to improve and keep our Services safe for our users, which includes:

Understanding your needs and interests, and personalising your experience with the Services and our communications.
Troubleshooting, testing, and research, and keeping the Services secure.
Investigating and protecting against fraudulent, harmful, unauthorised, or illegal activity.

Research and development. We may use personal information for research and development purposes in our legitimate business interests, including to analyse and improve the Services and our business, and to train our staff. As part of these activities, we may create or use aggregated, de-identified or other anonymised data from personal information we collect. We make personal information into anonymised data by removing information that makes the data personally identifiable to you. We may use this anonymised data and disclose it to third parties for our lawful business purposes, including to analyse and improve the Services and promote our business.

Marketing and advertising. We, our service providers, and our third-party advertising partners may collect and use personal information, including, subject to our Cookie Policy, information we may automatically collect from your use of the Services, for the following marketing and advertising purposes:

Direct marketing. We may send you direct marketing communications, by email or otherwise, as permitted by law. See Your Privacy Rights and Choices below for information on how to stop receiving direct marketing communications.
Interest-based advertising. We engage our advertising partners, including third party advertising companies (such as Google) and social media companies, to display ads around the web. These companies may use cookies and similar technologies to collect information (including, subject to our Cookie Policy, the automatically-collected data described above) about your interactions over time across our Services, our communications, and other online services, and use that information to serve online ads that they think will interest you. This is called interest-based advertising. For more information, please visit our Cookie Policy.

Except where consent is required, we undertake such marketing and advertising on the basis of our legitimate business interests. Where we seek your consent, you may withdraw your consent at any time.

Compliance and protection. We may use personal information in our legitimate business interests to enforce and comply with our terms and policies, and to defend us against legal claims or disputes including:

Protecting our, your or others’ rights, privacy, safety, or property (including by making and defending legal claims).
Auditing our internal processes for compliance with legal and contractual requirements and internal policies.
Enforcing the terms and conditions that govern the Services.
Preventing, identifying, investigating, and deterring fraudulent, harmful, unauthorised, unethical or illegal activity, including cyberattacks and identity theft.

Some processing may also be necessary to comply with applicable laws, lawful requests and legal process, such as to respond to subpoenas or requests from government authorities, and other legal obligations such as to keep records of transactions.

Blogs, Reviews, and Forums

The Services may from time to time offer publicly-accessible blogs, reviews, or forums. Any information you provide in these spaces may be read, collected, and used by others who access them. To request removal of your information from blogs, customer reviews, or forums, please see Your Privacy Rights and Choices below. Please note that in some cases we may be unable to remove your information.

Social Media Plugins

The Sites and the Apps use social plugins, which allow you to interact with us through your Facebook, Instagram, Twitter and other social media accounts. If you visit a page on our Sites or Apps that contains such a plugin, your browser establishes a direct connection to that social media site’s webservers. The content of the plugin is transmitted by the social media site directly to your browser and incorporated by the social media site into the Sites or Apps. By integrating the plugins, the social media site receives the information that your browser has accessed on the corresponding page of our Sites or Apps, even if you do not have an account or are currently not logged in to your account with us. We have no control over the extent and use of information that the social media site collects using this plugin.

If you interact with a social media plugin by, for example, clicking a "Like" button or leaving a comment, the corresponding information is also transmitted directly to the social media server and stored there. Depending on your settings, the information will also be posted on the social media site and displayed to your contacts or friends on the social media site. The social media site may use this information for the purpose of advertising, market research and tailor-made pages.

To understand what information social media sites collect when you interact with their plug-ins, please review their privacy policies. You may also have the option to change your settings in the social media site to prevent the collection of your information.

Your Privacy Rights and Choices

Modify your account information. If you have a Dogan London Ltd. account, you can review and update certain account information by logging into your account. You may also contact us to request deletion of your account. If we delete your account, you will not be able to access it.

Opt-out of marketing communications. You can stop receiving direct marketing messages from us at any time by updating your preferences here or by clicking any "unsubscribe" link in any marketing message you receive from us. It may take up to 48 hours to process your request and update our systems. If you request that we stop sending you marketing messages, we will continue to send you administrative and service communications (such as order updates and other important or transactional information). If you use more than one name or email address when communicating with Dogan London Ltd. or using the Service, you may continue to receive communications from us to any name or email address not specified in your opt-out request.

Online tracking opt-out. You can opt out of the sale of or processing of your personal information for targeted advertising purposes and limit interest-based advertising as described on our Your Privacy Rights and Choices page.

We also process opt-out preference signals, such as the Global Privacy Control. These signals set your opt-out preferences only for the particular browser or device you are using and for any consumer profile that we associate with that browser or device.

Personal information requests. Depending on your location and the nature of your interactions with our Services, you may request the following in relation to your personal information:

Information about how we have collected, disclosed, and used your personal information. We have made this information available to you without having to request it by including it in this Privacy Policy.
Access to a copy of the personal information that we have collected about you. Where applicable, we will provide the information in a portable, machine-readable, readily-usable format.
Correction of personal information that is inaccurate or out of date.
Deletion of personal information that we no longer need to provide the Services or for other lawful purposes.
Additional rights, such as to object to and request that we restrict our use of your personal information, and where applicable, you may withdraw your consent.

1. GENERAL

1.1. Any contract between Dogan London Ltd and any of its customers for the supply and/or services shall automatically incorporate these conditions which shall prevail over any other terms and conditions attached to the Customer’s order.

1.2. The waiver of any of any conditions herein at any time by the Customer shall not be effective unless it is specifically agreed in writing by Dogan London Ltd and shall constitute a waiver for the purpose of that particular transaction only and all other conditions herein shall remain in full force and effect.

1.3. Any contract between Dogan London Ltd and the Customer shall only arise on the written acceptance by Dogan London Ltd of the Customer’s order.

2. PRICE AND PAYMENT

2.1. The price for the Goods (“the Price”) shall be the price as stated on the quotation or estimate provided by Dogan London Ltd, or such other price as the parties may agree in writing or orally.

2.2. For a “supply only” sale, i.e. where items are sold without installation at the Customer’s property, payment of the Price shall be made by the Customer upon collection of the goods from our workshop or upon delivery.

2.3. For an “installation” sale, i.e. where items are installed or work is carried out at the Customer’s property, payment of the Price shall be made by the Customer within 20 days of the date of the invoice.

2.4. Dogan London Ltd understands and will exercise its statutory right to claim interest and compensation for debt recovery costs under the late payment legislation if we are not paid according to agreed credit terms.

2.5. The Customer should understand that, for all orders over £1000 including VAT, a credit check and public record search may be made, and the Customer will be asked for written consent for this.

2.6. The company will ask for deposit payments for orders, 50% when the order is confirmed, and 50% upon completion before shipment.

3. QUOTATIONS

3.1. Any quotation provided by Dogan London Ltd shall be valid for acceptance by the Customer for a period of 1 month from the date of the quotation, and Dogan London Ltd shall be required to accept an order based on the quotation within this 1 month period.

3.2. The price quoted is exclusive of VAT and all costs or charges in relation to packaging, loading, unloading, carriage and insurance (if applicable) which shall be due at the rate ruling on the date Dogan London Ltd.’s invoice unless included within our quotation.

3.3. Unless otherwise agreed in writing, no quotation shall be subject to any discount.

4. GOODS

4.1. All Goods shall be required to conform to the specification in the order for Goods by the Customer as accepted by Dogan London Ltd or as otherwise expressly agreed in writing or orally.

4.2. Any order for Goods sent by the Customer to Dogan London Ltd shall be deemed to be accepted subject to the Conditions contained herein.

4.3. Each order for Goods accepted by Dogan London Ltd shall be deemed to be an individual legally binding contract between the parties.

4.4. Where any designs or patterns or specifications have been supplied by the Customer for manufacture by or to the order of Dogan London Ltd then the Customer warrants that the use of those designs, patterns or specifications for the manufacture, processing, assembly or supply of the Goods shall not infringe the intellectual property or other rights of any third party. The Customer shall indemnify and keep indemnified Dogan London Ltd against any loss in respect of any proceedings or otherwise resulting from any infringement of any letters, patent, copyright, registered design, registered trademark or any other protection subsisting in favour of any third party in any such pattern or specification.

5. DELIVERY

5.1. The Customer shall be deemed to have accepted the Goods upon completion of the “installation” work, or upon delivery or collection for a “supply only” sale.

5.2. Dogan London Ltd shall not be liable to the Customer or be deemed to be in breach of the Conditions by reason of any delay or failure in a “supply only” sale or in “installation” work if the delay or failure was due to any cause beyond Dogan London Ltd’s reasonable control.

5.3. All risk in the Goods shall pass to the Customer upon completion of the “installation” work, or upon delivery or collection for a “supply only” sale unless agreed otherwise in writing between parties.

5.4. If Dogan London Ltd is unable to deliver the Goods for reasons outside its control, Dogan London Ltd shall be entitled, at the Customer’s expense, to place the Goods in storage until such time as the Goods maybe delivered.

5.5. Any cancellation of an order must be sent by the Customer to Dogan London Ltd in writing. The Customer is liable to be charged for any materials ordered or work started for an order at the time of cancellation.

5.6. Whilst Dogan London Ltd is pleased to undertake insurance work, this is only done on the understanding that the Customer is responsible for paying Dogan London Ltd’s invoice, not the insurance company. Dogan London Ltd is unable to deal with insurance companies direct unless agreed in writing between all parties.

6. TITLE TO GOODS

6.1. Dogan London Ltd warrants that it has good title to the Goods and that it will transfer title in the Goods to the Customer pursuant to Clause 5.2.

6.2. Notwithstanding delivery, title in the Goods shall not pass to the Customer until Dogan London Ltd has been paid in full for the Goods. Nothing in this Clause shall prevent Dogan London Ltd from raising an action against the Customer for payment of the Goods.

6.3. The title of any unwanted items removed by Dogan London Ltd as debris or rubbish from the Customer’s property transfers immediately to Dogan London Ltd.

7. DAMAGE IN TRANSIT

Upon serving notice within 24 hours of delivery to Dogan London Ltd, the Customer shall be entitled to replacement Goods if Dogan London Ltd is reasonably satisfied that the Goods have been damaged during transportation arranged by Dogan London Ltd.

8. GUARANTEE

8.1. Where the Goods have been manufactured by Dogan London Ltd and are found to be defective, or installation work by Dogan London Ltd is found to be defective; Dogan London Ltd shall repair or, at its sole discretion, replace defective Goods free of charge upon the following conditions:

8.1.1. the Customer giving notice of the defect within 5 days of the defect coming to the Customer’s attention;

8.1.2. such notice being served within 20 days of delivery or collection for a “supply only” sale, or within 6 months of the date of the invoice for “installation” work;

8.1.3. the defect being due to Dogan London Ltd’s faulty design, workmanship or materials;

8.1.4. the Customer having complied with Dogan London Ltd’s oral or written instructions as to storage, installation, use or maintenance of the Goods or in accordance with good trade practice; and

8.1.5. the defect is not due to rot or insect attack of joinery items as specified in Clause 10.3.

8.2. Any Goods to be repaired or replaced under Clause 7 for a “supply only” sale shall be delivered to Dogan London Ltd at the Customer’s expense.

8.3. Where the Goods have been manufactured by a third party Dogan London Ltd shall where possible pass on to the Customer the benefit of any warranty in respect of the Goods granted to Dogan London Ltd by such third party. This includes items such as double-glazing units.

8.4. All external joinery must be fully decorated within 1 month of delivery/installation and then at regular intervals thereafter. Dogan London Ltd will provide joinery with base coat primer/sealer unless instructed otherwise.

9. LIMITATION OF LIABILITY

9.1. Subject to Dogan London Ltd’s liability under Clause 5 and subject to Clause 11 Dogan London Ltd shall not be liable to the Customer for any loss (including loss of profit), costs, damages, charges or expenses incurred by the Customer or for any loss or damage to or caused by the Goods.

9.2. Subject to this Clause 8 and Clause 11 all other conditions, warranties or other stipulations concerning the Goods whether express or implied by common law or under statute are excluded to the fullest extent permitted by law, and, in particular, but without limiting the foregoing generality,

Dogan London Ltd grants no warranties regarding fitness for purpose, use, quality or nature of the Goods whether express or implied by statute or common law.

9.3. Subject to Clause 12 the liability of Dogan London Ltd under this Agreement howsoever arising shall not exceed the Price.

10. JOINERY WORK

10.1. For a “supply only” sale, the Customer is responsible for the accuracy of sizes requested. Any amendments to joinery items ordered due to inaccurate sizes will be charged for.

10.2. Whilst every attempt is made to eliminate the expansion and shrinkage of external/internal joinery items such as gates, doors and windows by allowing a certain amount of clearance, Dogan London Ltd is not liable for any expansion/shrinkage or swelling of these items.

10.3. Unless otherwise stated, staining or painting of joinery items is not included in the estimated or quoted price.

10.4. Timber is a natural product, therefore there is always colour differentials within the wood and whilst every effort is made to ensure the colour/grain matches with other timber, tolerances will have to be allowed for unless a “book matched” product has been asked for, which is normally extra to a standard quote.

10.5. Dogan London Ltd do an amount of “machine only” works for clients, and unless a cutting list is provided with all boards fully marked, then we can not be held responsible for elements of waste within the material supplied. We also abide within the standard tolerances within the timber trade, which allows for (+-) 0.5 mm within machine works. We will make the clients aware if we feel the

timber supplied is sub standard for the works proposed.

11. SPECIFIC GOODS

11.1. Doors and Joinery Items; where doors and joinery items are supplied with a factory applied equalising stain, or primer, the Customer must paint/stain such products with a minimum of two coats of proprietary wood stain and primed joinery must be treated with a full paint finish. Primer and equalising stains do not give long term protection against the ingress of moisture and Dogan

London Ltd cannot accept responsibility for Goods which are not treated as recommended after sale.

11.2. Doors: subject to the Customer complying with Clause 11.1 – this guarantee does not apply to doors which swell/shrink due to intake of excessive moisture or any other neglect or misuse on the part of the Customer after sale. Dogan London Ltd’s liability under this guarantee shall not extend to costs or charges of unfixing, refixing, painting, polishing, staining, handling, cartage, storage or other

additional charges or expenses. (This does not affect your statutory rights).

12. DEFAULT BY CUSTOMER

12.1. If the Customer shall fail to pay the price for the goods and/or services by the due date for payment, the (without prejudice to any other rights of Dogan London Ltd arising from such failure) the Customer shall (if so required by Dogan London Ltd) pay Dogan London Ltd interest thereon at a rate of 5% per month above the base rate or part thereof on the outstanding amounts from time to time.

12.2. If the Customer shall commit default in or commit any breach of it’s obligations to Dogan London Ltd, or if any distress or execution shall be levied upon the Customer, its property or assets or if the Customer shall make or offer to make any arrangements or compositions with its creditors or commit any act of bankruptcy or if the Customer shall be a company and any resolution or petition

or receiving order in bankruptcy shall be presented or made against him, or if the Customer shall be a company and any resolution or petition to wind up such company’s business shall be passed or presented otherwise than for the purpose of amalgamation or reconstruction whilst solvent, or if a receiver of such company’s undertaking property or assets or any part thereof shall be

appointed, or if the Customer shall be insolvent then without prejudice to any other rights available to Dogan London Ltd it may forthwith cancel any contract then subsisting with the Customer or alternatively may suspend or cancel delivery of any of the goods to be supplied there under.

13. GENERAL

13.1. Nothing in these Conditions shall be construed so as to exclude or limit the liability of Dogan London Ltd for breach of the warranties contained in Clause 6 or for breach of warranty as to title and quiet possession implied by the Sale of Goods Act 1979 where such Act applies to the contract between Dogan London Ltd and the Customer for the sale and purchase of the Goods incorporating

these Conditions.

13.2. Nothing contained in these Conditions shall be construed so as to limit or exclude the liability of Dogan London Ltd for death or personal injury as a result of Dogan London Ltd’s fraudulent misrepresentation, negligent actions or those of its employees or agents.

14. FORCE MAJEURE

14.1. If the performance of the contract shall be delayed by any circumstances beyond the control of Dogan London Ltd including (but without prejudice to the generality of the foregoing) war, hostilities (whether war shall be declared or not), insurrection, industrial disputes, strikes, lock-outs, riots, explosion, fire, storm, act of God, accidents, unavailability or shortage of materials or labour,

interruptions of supply, any statute, rule, law bye-law, or order or request made by or issued by any government department or local or other duly constituted authority, then Dogan London Ltd shall have the right to suspend further performance of the contract until such time as the cause of the delay shall no longer be present and for a reasonably time thereafter.

14.2. If the performance of the contract by Dogan London Ltd shall be prevented by any such circumstances beyond the control of Dogan London Ltd then Dogan London Ltd shall have the right to be discharged from the further performance of any liability under the contract. If Dogan London Ltd exercises such a right then the Customer shall thereupon pay the contract price less a reasonable

allowance for what has not been performed by Dogan London Ltd.

15. CANCELLATION

15.1. No cancellation by the Customer is permitted except where expressly agreed by Dogan London Ltd.

15.2. The Customer will in the event of agreed cancellation by the Customer indemnify Dogan London Ltd against all expenses incurred up to the time of such cancellation.

16. GOVERNING LAW AND JURISDICTION

16.1. This Agreement shall be governed by and construed in accordance with the law of England and Wales and the parties hereto submit to the non-exclusive jurisdiction of the English and Welsh courts.