Privacy Policy
Privacy Policy
Last updated: 29 April 2026
1. Who We Are
This Privacy Policy explains how Lindo Limited, trading as Lindo Guitars, collects, uses, stores and shares personal information.
For the purposes of UK data protection law, Lindo Limited is the data controller for personal information processed through this website and in connection with customer orders, enquiries, warranties, returns, online chat, marketing and customer support.
Lindo Limited, trading as Lindo Guitars
238 Broomhill Road
Brislington
Bristol
BS4 5RG
United Kingdom
For privacy or data protection enquiries, please contact us at:
Email: info@lindoguitars.com
2. What Personal Information We Collect
The personal information we collect depends on how you interact with us.
We may collect and process the following types of personal information:
- your name;
- billing address;
- delivery address;
- email address;
- telephone number;
- order details;
- payment status;
- customer account details;
- order history;
- product preferences;
- enquiry details;
- contact form messages;
- online chat messages;
- warranty registration details;
- product model name;
- serial number;
- date of purchase;
- sales channel purchased from;
- return, refund, exchange or warranty claim information;
- photographs, videos or other evidence supplied for support, delivery, return or warranty issues;
- marketing preferences;
- review invitation information;
- social media usernames or messages, where you interact with us through social media;
- giveaway, competition or promotion entry details, where applicable;
- IP address;
- browser type;
- device information;
- website usage information;
- cookie preferences;
- security logs;
- information needed for fraud prevention, chargebacks, courier claims or legal disputes.
We do not intentionally collect special category personal data, such as health information, religious beliefs, political opinions or similar sensitive information. Please do not provide this type of information unless it is strictly necessary for your enquiry. If you choose to provide it, we will only use it where necessary to respond to your enquiry or where otherwise permitted by law.
3. How We Collect Personal Information
We may collect personal information when you:
- place an order on our website;
- create a customer account;
- contact us by email, telephone, contact form or online chat;
- use Ask Lindo or any online chat feature on our website;
- register a warranty;
- make a warranty claim;
- request a return, refund or exchange;
- report a damaged, delayed or missing delivery;
- subscribe to our mailing list;
- enter a giveaway, competition or promotion;
- leave a review or respond to a review invitation;
- use our website;
- interact with our social media pages;
- consent to cookies or similar technologies.
We may also receive order or enquiry information from third-party sales channels or platforms where you purchase a Lindo product, such as Amazon, eBay, Etsy or Reverb.
4. Why We Use Your Personal Information
We use personal information for the following purposes:
- to process and fulfil orders;
- to take payment and confirm payment status;
- to arrange delivery and tracking;
- to provide customer support;
- to respond to enquiries;
- to operate Ask Lindo, online chat and automated customer assistance;
- to manage returns, refunds and exchanges;
- to register and manage warranties;
- to assess warranty claims;
- to investigate delivery damage or courier claims;
- to manage customer accounts;
- to send order updates and service messages;
- to send marketing emails where permitted;
- to invite customers to leave reviews where appropriate;
- to administer giveaways, competitions or promotions;
- to improve our website and customer experience;
- to understand website performance through analytics, where permitted;
- to manage cookies and consent preferences;
- to protect our website and business against fraud, misuse or security issues;
- to manage chargebacks, disputes and legal claims;
- to comply with legal, tax and accounting obligations.
We only use your personal information where we have a lawful basis to do so under UK data protection law.
5. Lawful Basis for Processing
We rely on different lawful bases depending on the purpose of processing.
| Purpose | Lawful basis |
|---|---|
| Processing and delivering orders | Contract |
| Taking payment and confirming payment status | Contract / legitimate interests |
| Customer support and enquiries | Contract / legitimate interests |
| Contact form enquiries before purchase | Legitimate interests / steps before entering a contract |
| Ask Lindo, online chat and automated customer assistance | Legitimate interests / contract, depending on the enquiry |
| Warranty registration and warranty claims | Contract / legitimate interests |
| Returns, refunds and exchanges | Contract / legal obligation / legitimate interests |
| Delivery tracking and courier claims | Contract / legitimate interests |
| Accounting, tax and business records | Legal obligation |
| Fraud prevention, chargebacks and website security | Legitimate interests |
| Customer account management | Contract / legitimate interests |
| Review invitations | Legitimate interests, where permitted |
| Giveaways, competitions and promotions | Contract / legitimate interests / consent, depending on the promotion |
| Marketing emails | Consent, or where otherwise permitted by applicable electronic marketing rules |
| Analytics cookies | Consent, where required |
| Marketing or advertising cookies | Consent, where required |
| Necessary website cookies | Strictly necessary / legitimate interests |
| Legal claims or disputes | Legitimate interests / legal obligation |
Where we rely on legitimate interests, we do so only where we consider that our business interest is not overridden by your rights and freedoms.
Where we rely on consent, you can withdraw your consent at any time.
6. Placing an Order
When you place an order on our website, we collect the information needed to process, fulfil and deliver your purchase.
This may include:
- your name;
- billing address;
- delivery address;
- email address;
- telephone number;
- order details;
- product purchased;
- order value;
- payment status;
- delivery instructions;
- shipping method;
- order history.
We use this information to process your order, arrange dispatch, provide tracking, handle customer support, manage returns or warranty issues, prevent fraud and keep appropriate business records.
For international orders, we may share information with couriers, customs authorities or delivery partners where necessary to export, import, clear, deliver or track your order. This may include your name, delivery address, telephone number, email address, order value, product description and customs information.
7. Payments
We do not store your full payment card details on our systems.
Payments are processed securely by third-party payment providers. Depending on the payment method you choose, this may include providers such as PayPal, Stripe, Apple Pay, Google Pay, Clearpay, Klarna or other payment services made available at checkout.
These payment providers process payment information in accordance with their own terms, security requirements and privacy policies.
We may receive information such as:
- payment confirmation;
- payment status;
- transaction reference;
- billing details;
- fraud or risk signals;
- refund status;
- chargeback or dispute information.
We use this information to confirm payment, process orders, manage refunds, handle chargebacks or payment disputes, prevent fraud and keep appropriate business records.
8. Order Management and Delivery
We use ecommerce, order management and delivery services to process and dispatch orders.
Your order details may be processed through our website platform, WooCommerce, and order management systems such as Veeqo.
We may share delivery information with couriers and delivery partners, including where applicable:
- Royal Mail;
- Parcelforce;
- UPS;
- DHL;
- other delivery or fulfilment partners where necessary.
The information shared is limited to what is reasonably necessary to fulfil, track, deliver or resolve issues with your order.
For international orders, delivery information may also be shared with customs authorities, import/export service providers or local delivery partners where necessary.
We may update our service providers from time to time.
9. Customer Accounts
If you create a customer account on our website, we may process information needed to manage your account, including:
- your name;
- email address;
- login details;
- saved addresses;
- order history;
- account preferences;
- password reset activity;
- security logs.
Passwords are stored in encrypted or hashed form where supported by our website platform.
You are responsible for keeping your account login details secure.
If you believe your account has been accessed without permission, please contact us as soon as possible at info@lindoguitars.com.
10. Contact Forms, Email and Telephone Enquiries
When you contact us by contact form, email or telephone, we may collect the information you provide so that we can respond to your enquiry.
This may include:
- your name;
- email address;
- telephone number;
- order number;
- product details;
- enquiry details;
- message content;
- any other information you choose to provide.
We use this information to respond to your enquiry, provide customer support, resolve problems and keep appropriate records.
Please do not provide sensitive personal information unless it is necessary for your enquiry.
11. Ask Lindo, Online Chat and Automated Assistance
Our website may use Ask Lindo, online chat and automated assistance to help answer customer questions and support customer service.
If you use Ask Lindo or any online chat feature, we may collect the information you choose to provide, such as:
- your name;
- email address;
- order number;
- postcode;
- product questions;
- delivery questions;
- warranty, return or support questions;
- chat messages;
- information needed to assist with customer support.
Chat messages may be stored by Lindo Guitars so we can respond to enquiries, review service quality, improve customer support, protect the service from misuse and resolve disputes.
Ask Lindo, online chat and automated assistance are used to support customer service. They do not make decisions with legal or similarly significant effects.
We do not use customer chat messages to train public AI models.
Please do not include sensitive personal information in chat messages unless it is necessary for your enquiry.
If you prefer to speak to a member of our team, you can contact us at:
Email: info@lindoguitars.com
12. Warranty Registration and Warranty Claims
If you register your warranty or make a warranty claim, we may collect and process information such as:
- first name;
- last name;
- address;
- email address;
- telephone number;
- model name;
- serial number;
- date of purchase;
- sales channel purchased from;
- order number;
- proof of purchase;
- description of the issue;
- photographs or videos showing the issue;
- packaging photographs where delivery damage is involved;
- correspondence relating to the claim.
We use this information to verify purchases, register warranties, assess warranty claims, provide support, arrange inspection or repair, investigate delivery damage and keep appropriate records.
13. Returns, Refunds, Exchanges and Delivery Issues
If you contact us about a return, refund, exchange, damaged item, missing item, delayed delivery or courier claim, we may process:
- order details;
- delivery details;
- tracking information;
- payment or refund status;
- photographs;
- videos;
- serial numbers;
- packaging evidence;
- courier correspondence;
- customer correspondence.
We use this information to assess and resolve the issue, manage refunds or exchanges, investigate delivery problems, support courier claims and keep appropriate business records.
14. Marketing Emails
If you subscribe to our mailing list, we may use your email address to send you updates, offers, product information and other marketing communications.
We will only send marketing emails where we have a lawful basis to do so, such as your consent or where permitted by applicable electronic marketing rules.
You can unsubscribe at any time by using the unsubscribe link in our emails or by contacting us at info@lindoguitars.com.
We do not sell your personal information to other companies for marketing purposes.
Where we use an email marketing platform, that provider may process information on our behalf, such as your email address, subscription status, email opens, clicks and unsubscribe preferences.
15. Reviews and Review Invitations
We may invite customers to leave a review after purchase.
If we use a third-party review platform, such as Trustpilot, we may share limited information such as your name, email address and order reference so that a review invitation can be sent.
If you choose to leave a public review, the information you submit may be displayed publicly on the review platform or on our website, depending on the platform and your settings.
16. Giveaways, Competitions and Promotions
If you enter a giveaway, competition or promotion, we may process information such as:
- your name;
- email address;
- social media username;
- entry details;
- eligibility information;
- delivery address if you win;
- verification information where required;
- correspondence relating to the promotion.
We use this information to administer the promotion, verify entries, contact winners, arrange prize delivery and comply with promotion rules.
Separate promotion terms may also apply.
If you are under 18, you should ask a parent or guardian before entering a promotion or submitting personal information.
17. Social Media
If you interact with us on social media platforms, we may process your username, profile information, messages, comments and other information you choose to share with us.
Social media platforms also process your personal information in accordance with their own privacy policies. We are not responsible for how those platforms use your information.
18. Cookies and Similar Technologies
Our website uses cookies and similar technologies.
Cookies are small files placed on your device that help websites function, remember preferences, understand website usage and support features such as shopping baskets and checkout.
We may use:
- strictly necessary cookies, required for the website to work, including basket, checkout, account login, security and order processing functions;
- functional cookies, used to remember preferences and support website features;
- analytics or statistics cookies, used to understand website performance and how visitors use the website;
- marketing or advertising cookies, used to measure advertising effectiveness or show relevant content;
- third-party cookies or similar technologies, where services such as analytics, embedded content, review widgets, social media tools, advertising platforms, payment services or security tools are used.
Necessary cookies are used to make the website work and cannot usually be switched off through our cookie banner.
With your consent, where required, we may also use analytics, performance or marketing cookies.
You can accept, deny or manage non-essential cookies through our cookie banner or cookie settings. You can also control cookies through your browser settings.
Our Cookie Policy provides more detailed information about the cookies and similar technologies used on our website, including the cookie categories and services detected by our cookie consent tool.
19. Analytics and Advertising Technologies
Where permitted, we may use analytics and advertising technologies to understand website performance, measure advertising effectiveness and improve our services.
Our cookie scan has detected services and technologies including Google Analytics, Google advertising-related technologies, Facebook, Instagram, TikTok, YouTube, WooCommerce, Stripe, WordPress, Wordfence, Google reCAPTCHA, Elementor, Sourcebuster JS and similar website tools or integrations.
These tools may process information such as:
- IP address;
- device type;
- browser type;
- pages visited;
- time spent on pages;
- referral source;
- approximate location;
- purchase or conversion activity;
- cookie or tracking identifiers;
- interaction with embedded content or social media features.
Analytics and marketing technologies may be provided by third parties, and those third parties may process information in accordance with their own privacy policies.
Non-essential analytics or marketing cookies are subject to your consent where required.
20. Who We Share Personal Information With
We do not sell your personal information.
We may share personal information with trusted service providers and third parties where necessary to operate our business, process orders, provide customer support, deliver products, manage warranties, send marketing communications where permitted, improve our website, comply with legal obligations or protect our business.
This may include:
- payment providers, such as PayPal, Stripe, Apple Pay, Google Pay, Clearpay, Klarna or other payment services made available at checkout;
- ecommerce and website platform providers, including WooCommerce and WordPress-related services;
- order management software providers, such as Veeqo;
- couriers and delivery partners, such as Royal Mail, Parcelforce, UPS, DHL and other delivery providers where necessary;
- customs authorities or delivery partners for international orders;
- email and communication providers;
- online chat and customer support systems used by Lindo Guitars;
- analytics providers, such as Google Analytics where used;
- advertising and marketing platforms, such as Google, Facebook, Instagram, TikTok or similar platforms where used;
- embedded content or social media platforms, such as YouTube, Facebook, Instagram or TikTok where used;
- review platforms, such as Trustpilot;
- website hosting and security providers;
- fraud prevention, payment dispute or chargeback services where necessary;
- IT support providers;
- accountants, lawyers, insurers and professional advisers;
- regulators, authorities, courts or law enforcement where required by law.
We only share information that is reasonably necessary for the relevant purpose.
Where service providers process personal information on our behalf, we expect them to process it only in accordance with our instructions and applicable data protection law.
21. International Transfers
Some of our service providers may process personal information outside the United Kingdom.
This may include payment providers, analytics providers, advertising platforms, review platforms, social media platforms, website tools, hosting providers, support providers or delivery partners.
Where personal information is transferred or made accessible outside the United Kingdom, we take steps designed to ensure that appropriate safeguards are in place, such as adequacy regulations, approved contractual clauses or other lawful transfer mechanisms.
If you place an international order, your delivery information may also need to be shared with couriers, customs authorities, import/export service providers or local delivery partners outside the United Kingdom so that your order can be exported, imported, cleared, delivered and tracked.
22. How Long We Keep Personal Information
We keep personal information only for as long as reasonably necessary for the purpose for which it was collected, including to meet legal, tax, accounting, warranty, customer service, fraud prevention, security and dispute resolution requirements.
Typical retention periods include:
| Type of information | Typical retention period |
|---|---|
| Order and accounting records | Usually up to 6 years |
| Customer account information | While the account remains active, then for a reasonable period afterwards |
| Customer support enquiries | Usually up to 2 years, unless needed longer for a dispute, warranty issue, legal reason or ongoing customer support matter |
| Warranty records | Warranty period plus a reasonable period afterwards for disputes or records |
| Returns, refunds, exchanges and courier claim records | As long as needed to resolve the issue and keep appropriate business records |
| Online chat records | For a reasonable period for support, quality review, security, misuse prevention and dispute resolution |
| Marketing subscription records | Until you unsubscribe or withdraw consent, plus a reasonable suppression record |
| Cookie consent records | According to the settings of our cookie management tool |
| Paper courier manifests | Usually up to 12 months, then securely destroyed |
| Legal, fraud, chargeback or dispute records | As long as reasonably necessary to protect our legal or business interests |
Where we have shared information with service providers, we will take reasonable steps to communicate valid deletion requests where required. However, some providers may need to retain information for their own legal, regulatory, security or business record purposes.
23. Paper Records
We may print courier manifests or dispatch documents so that couriers can collect and confirm shipment of orders.
These paper records may include your name, delivery address and shipment details.
Our standard procedure is to securely dispose of paper courier manifests after up to 12 months, unless we need to keep them for longer for legal, delivery, courier claim or dispute reasons.
24. Your Rights
You have rights over your personal information under UK data protection law.
These may include:
- the right to access your personal information;
- the right to correct inaccurate information;
- the right to request deletion of your information;
- the right to restrict processing;
- the right to object to processing;
- the right to data portability;
- the right to withdraw consent where processing is based on consent;
- the right to complain to the Information Commissioner’s Office.
These rights are not always absolute and may depend on the circumstances.
To make a request, please contact:
Email: info@lindoguitars.com
We may need to verify your identity before responding to a request.
We will respond to valid requests within the time required by applicable data protection law.
25. Security
We use appropriate technical and organisational measures to protect personal information.
These may include secure payment providers, website security measures, access controls, staff procedures, data minimisation and secure disposal of paper records.
However, no website, email system or online service can be guaranteed to be completely secure. You should take care when sharing information online and keep your account login details secure.
26. Children and Minors
Our website is not intended for children to submit personal information without the involvement of a parent or guardian.
If you are under 18, please ask a parent or guardian before:
- placing an order;
- creating an account;
- using Ask Lindo or online chat;
- submitting a contact form;
- entering a giveaway, competition or promotion;
- subscribing to marketing communications.
27. Third-Party Websites and Links
Our website may contain links to third-party websites, platforms or services.
We are not responsible for the privacy practices, content or security of third-party websites. You should read the privacy policies of any third-party websites you visit.
This includes payment providers, review platforms, social media platforms, delivery or tracking websites and embedded content providers.
28. Changes to This Privacy Policy
We may update this Privacy Policy from time to time.
Any changes will be posted on this page with an updated “Last updated” date.
We recommend reviewing this page periodically so you understand how we handle personal information.
29. Complaints
If you are unhappy with how we handle your personal information, please contact us first so we can try to resolve the issue.
You also have the right to complain to the UK Information Commissioner’s Office, the supervisory authority for data protection in the United Kingdom.
Information Commissioner’s Office
Website: ico.org.uk
30. Contact Us
If you have any questions about this Privacy Policy or how we handle personal information, please contact us:
Lindo Limited, trading as Lindo Guitars
238 Broomhill Road
Brislington
Bristol
BS4 5RG
United Kingdom
Email: info@lindoguitars.com