Privacy Statement

1. Introduction

Halfords Group PLC ("Halfords") is the UK's leading retailer of car parts, car enhancement, camping and touring equipment and bicycles.

As an essential part of our business, we collect and manage customer data. In doing so, we observe UK data protection legislation, and are committed to protecting and respecting customers' privacy and rights. Specifically, we act as "Data Controller" in respect of the information gathered and processed by this website.

In order that you are reliably informed about how we operate, we have developed this Privacy Statement. Together with any additional Privacy Notices which you may see as you navigate around this website, this Privacy Statement describes the ways in which we collect, manage, process, store and share information about you as a result of you visiting this site. This Privacy Statement also provides you with information about how you can have control over our use of your data.

If you have any comments or queries regarding our use of your data, please contact our Data Protection Officer by email at dataprotectionofficer@halfords.co.uk or by post at Data Protection Officer, Halfords Group plc, Icknield Street Drive, Washford West, Redditch B98 0DE.

2. What information do we collect about you?

In general terms, we seek to collect information about you so that we can:


  • fulfil orders that you may make via this website;
  • provide high-levels of customer care and support;
  • communicate with you effectively whether this is about your order, or so that you don't miss out on great promotions, offers and helpful reminders.

The information that we need for these purposes is known as your "personal data". This includes your name, home address and e-mail address. We collect this in a number of different ways. For example, you may provide this data to us directly when filling in forms on this website, or when corresponding with us by telephone, e-mail or letter.

If you are placing an order with us, we may also take your credit card details: however, we do not save this data on any of our systems.

Please be advised that by using this website, we will not be collecting any special categories of data about you (i.e. data about your ethnicity, religion, health etc).

Please also be advised that when you visit this website, cookies will be used to collect information about you such as your Internet Protocol (IP) address which connects your computer or mobile device to the internet, and information about your visit such as the pages you viewed or searched for, page response times, download errors etc. We do this so that we can measure our website's performance and make improvements in the future.

Cookies are also used to enhance this website's functionality and personalisation, which includes sharing data with third party organisations. You can control this by adjusting your cookies settings as described in section 4 of our Cookies Policy here

3. How will we use that information?

We use the data collected from you for the specific purposes listed in the table below. Please note that this table also explains:


  • the lawful basis for processing your data, linked to each processing purpose;
  • in what circumstances your data will be shared with a third party organisation; and
  • for how long we keep data collected by this website.

Data that is collected by cookies is not included in the table below, but is explained in section 3 of our Cookies Policy here.

Purpose for processing data Lawful basis for processing data Third party organisations with whom data is shared Data retention period
Data processing related to a purchase
To fulfil purchases and orders which you may make via this website: this includes the processing of your order, the registering of warranties associated to any purchase you may make, the arrangement of delivery / collection as appropriate etc. To meet the requirements of contract law. Customer details will be available to Salmon who administers this website on our behalf, and Planning-Inc who manages our customer database. Order information is also saved within our SAP sales system.

Additionally, in order to fulfil a purchase or order, it may be necessary to share relevant data with third parties such as suppliers and manufacturers, as well as delivery companies. We use many different providers, so it is not possible to list them all here.
6 years from the end of a customer's final transaction or the end of the corresponding warranty period.
To fulfil purchases and orders which you may make via a Halfords store: this includes the fulfilment of Click and Collect reservations which have been made online using this website. To meet the requirements of contract law. Customer details will be available to Aptos who supports our till system, and Planning-Inc who manages our customer database. Order information is also saved within our SAP sales system.

Additionally, in order to fulfil a purchase or order, it may be necessary to share relevant data with third parties such as suppliers and manufacturers, as well as delivery companies. We use many different providers, so it is not possible to list them all here.
6 years from the end of a customer's final transaction or the end of the corresponding warranty period.
To process credit / debit card payments, and communicate with you if there are any issues. To meet the requirements of contract law. For payments in a store, data will be shared with FIS Global, our payment gateway and Worldpay, our payment acquirers. For payments online, data will be shared with Mastercard, our payment gateway and Worldpay. In processing this data, customer details will also be automatically checked for fraud prevention purposes. If a payment online is not approved, then Experian will be used. Halfords does not record credit / debit card information: however, anonymised token data is retained for 6 years from the end of a customer's final transaction or end of the corresponding warranty period.
To process a request for an eReceipt. Customer consent will be sought before an eReceipt is issued instore: this is separate to consent for marketing purposes. If customers choose an eReceipt rather than a paper receipt, their data will be automatically shared with OneMarket, who manages the eReceipt service on our behalf. 2 years for the purposes of delivering and/or validating an eReceipt.
To communicate with you via email, SMS text or telephone in order to update you as necessary about your specific order or purchase, for example to confirm your order, or to notify you that a Click and Collect reservation is available instore. To meet the requirements of contract law. Sales activities will be recorded on Salesforce, our Customer Relationship Management System, which is supported by Brightgen, a Salesforce Platinum Partner. Additionally, we will use Salmon to help send these emails, and Telephonica to send SMS texts. 6 years from the end of the final transaction or end of the corresponding warranty period.
After-sales data processing
To provide customer services support by telephone, email or letter: this includes the recording of telephone conversations for monitoring and quality purposes. This is deemed legitimate as it is in customers' interest that we can access their data in order to resolve any queries, questions, concerns or complaints. Customer services information will be recorded on Salesforce, our Customer Relationship Management System, which is supported by Brightgen, a Salesforce Platinum Partner. Additionally, the information will be shared with Planning-Inc who manages our customer database. 6 years from the end of the final transaction or end of the corresponding warranty period. However, customer services telephone calls are only retained for 90 days
To enable you to LiveChat with customer services teams: this includes the recording of LiveChat conversations for monitoring and quality purposes. This is deemed legitimate as it is in customers' interest to resolve any queries, questions, concerns or complaints that they may have. LiveChat is a function of Salesforce, our Customer Relationship Management System, which is supported by Brightgen, a Salesforce Platinum Partner. 6 years from the end of the final transaction or end of the corresponding warranty period.
To undertake surveys of your experiences of customer services. Customer consent will be sought prior to undertaking the survey. Customer services surveys will be managed through Salesforce, our Customer Relationship Management System, which is supported by Brightgen, a Salesforce Platinum Partner. 6 years from the end of the final transaction or end of the corresponding warranty period.
To communicate with you via email, SMS text or telephone in respect of a product recall or other safety information about a purchase which you have made from us. This is deemed legitimate as it is in customers' interest to be alerted about any safety issues which may affect a product which they have purchased.

Depending upon the nature of the recall or safety information, this may also help protect the vital interests of the customer concerned or another person.
Details will be held in Salesforce, our Customer Relationship Management System, which is supported by Brightgen, a Salesforce Platinum Partner. Information will also be held in our customer database which is managed on our behalf by Planning-Inc.

Emails will be sent by Cheetah Digital.
6 years from the end of the final transaction or end of the corresponding warranty period.
To send you emails reminding you about a service which forms part of your original purchase (i.e. a free safety check which is available to all customers 6 weeks after they have purchased a bike from us). This is deemed legitimate as it is in customers' interest to be reminded about services to which they are entitled under the terms of their original purchase from us. Customer details will be held in our customer database which is managed on our behalf by Planning-Inc.

Emails will be sent by Cheetah Digital.
6 years from the end of the final transaction or end of the corresponding warranty period.
To send you emails asking you to complete a survey based on your shopping experience. This is deemed legitimate, as it enables customers to provide feedback and resolve queries in as non-intrusive a manner as possible. Customer details will be held in our customer database which is managed on our behalf by Planning-Inc.

Emails will be sent by Cheetah Digital.
6 years from the end of the final transaction or end of the corresponding warranty period.
To process a refund, for which we require the customer's name and address irrespective of circumstance or refund value To perform a task carried out in the public interest and/or in the exercise of official authority vested in the controller (i.e. to identify criminal / fraudulent activity) This data is captured within our till system which is supported by Aptos, but made available only to our internal Loss Prevention team 2 years from the refund transaction
Data processing for online services
To enable you to set up an online account. This is deemed legitimate as it is in customers' interest to set up an online account (if they choose) as this will provide a quicker, smoother experience, and enable them to easily manage their communication preferences. By setting up an online account, customers' details will be shared with Salmon who administers this website on our behalf, and Planning-Inc who manages our customer database. 6 years from the end of the final transaction or end of the corresponding warranty period.
To personalise the information delivered to you via our website based on your history / preferences: this requires us to profile you as described more fully in section 5.8 below. This is deemed legitimate as it is in customers' interest to see the information that is relevant to them and/or that they have specifically told us is of most benefit or value to them. Delivering a personalised online experience requires input from Planning-Inc who manages our customer database, CoMetrics who helps us use data to improve our performance and impact, and Qubit who help us personalise website content to user preferences. 6 years from the end of the final transaction or end of the corresponding warranty period.
To enable you to use the Discovery Hub at www.halfords.com/blog/discovery-hub/ Customers provide their consent when they sign up to the Discovery Hub Data is shared with Shoothill who manage the Discovery Hub on our behalf. Additionally, where a customer explicitly chooses to do so, their data will be shared with Strava, a social fitness network that tracks cycling exercises. 6 years from the end of the customer’s final transaction
Data processing for marketing
To send emails about special offers and promotions that are relevant to you, as well as helpful reminders: this includes, for example, emails about offers during peak periods (i.e. New Year, Black Friday), abandoned baskets, reminders about MOTs or other vehicle-specific products and services, as well as products or services that you have asked us to tell you about. In some cases, this requires us to profile you as described more fully in section 5.8 below. Customers will be asked for their consent before we send marketing communications. Customer details will be held in our customer database which is managed on our behalf by Planning-Inc. Emails will be sent by Cheetah Digital. 6 years from the end of the final transaction or end of the corresponding warranty period.
To send specific email communications to our Trade Card members. This is deemed legitimate as customers will have specifically chosen to join the Trade Card scheme. Customer details will be held in our customer database which is managed on our behalf by Planning-Inc. Emails will be sent by Cheetah Digital. 6 years from the end of the final transaction or end of the corresponding warranty period.
To use customer data (primarily email addresses) to deliver advertising across various social media and other online platforms (e.g. Google, Facebook). This is deemed legitimate, as it is in customers' interest to receive communications to which they have given their consent, and where no personal data is exchanged with any third party (i.e. email addresses are anonymised prior to being shared). Customer data will be shared with various advertising partners; however, in all instances, this data will be anonymised before sharing. 6 years from the end of the final transaction or end of the corresponding warranty period.
Other data processing
To process competition entries and inform winners. Customers give consent when they submit competition entries: this is separate to consent for marketing purposes. Details will be held in our customer database which is managed on our behalf by Planning-Inc (NB where a competition is run by a third party, for example a newspaper or radio station, any subsequent data sharing with us will be made clear within the competition terms & conditions). 6 years from the end of the final transaction or end of the corresponding warranty period.
To match data that we hold in order to acquire improved insight about our customers both individually and at aggregate level: this requires us to profile you as described more fully in section 5.8 below. This is deemed legitimate as it is in customers' interest that we understand their preferences and buying behaviours so that the information we provide, is tailored to them. Customer details will be held in our customer database which is managed on our behalf by Planning-Inc. Additionally, we will use CoMetrics to improve our performance and impact. 6 years from the end of the final transaction or end of the corresponding warranty period.
To re-use a customer's photographs, showing them enjoying our products, for marketing and other purposes. Customer consent is always sought in respect of the re-use of any photographs that we may see on social media that we would like to include within any of our promotional materials. Halfords uses Olapic to help optimise the use of customer-generated content. 6 years from the end of the final transaction or end of the corresponding warranty period.

4. Overseas transfers

Customer data is retained within the European Economic Area ("EEA") with the exception of where it is processed on our behalf by the following third party organisations for the purposes described in section 3 above:

  • BCX, who provides technical support to our SAP sales system, and who operates from South Africa;
  • Cheetah Digital who sends customer emails and texts on our behalf, and who provides us with technical support from Costa Rica, Malaysia and India;
  • Salmon who administers our website and who processes data in China.
  • Strava who enables you to track your cycling exercises via the Halfords' Discovery Hub.
  • In these instances, we ensure that the relevant third parties observe appropriate technical and organisational security measures in order to protect the data against unauthorised access, disclosure, alteration or destruction. In doing so, we are assured that these third parties operate equivalent data protection and security practices as organisations based within the EEA.

5. Your rights

Under the terms of data protection legislation, you have the following rights as a result of using this website:

5.1 Right to be informed

This Privacy Statement, together with our Cookies Policy, fulfils our obligation to tell you about the ways in which we use your information as a result of you using this website.

5.2 Right to access

You have the right to ask us, in writing, for a copy of any personal data that we hold about you. This is known as a "Subject Access Request". Except in exceptional circumstances (which we would discuss and agree with you in advance), you can obtain this information at no cost. We will send you a copy of the information within 30 days of your request.

To make a Subject Access Request, please write to our Data Protection Officer at Halfords Group plc, Icknield Street Drive, Washford West, Redditch B98 0DE.

5.3 Right to rectification

If any of the information that we hold about you is inaccurate, you can either:

  • visit the "My Account" section of the website where you can make changes to some of the information that we hold about you;
  • contact our Data Protection Officer at dataprotectionofficer@halfords.co.uk. Any corrections that you request will be made as soon as possible, and certainly no later than 30 days following your notification.

5.4 Right to be forgotten

From 25 May 2018, you can ask that we erase all personal information that we hold about you. Where it is appropriate that we comply, your request will be fully actioned within 30 days. For further information, please contact our Data Protection Officer at dataprotectionofficer@halfords.co.uk.

5.5 Right to object

You have the right to object to:

  • the continued use of your data for any purpose listed in section 3 of this Privacy Statement for which consent is identified as the lawful basis of processing (i.e. you have the right to withdraw your consent at any time);
  • the continued use of your data for any purpose listed in section 3 of this Privacy Statement for which the lawful basis of processing is that it has been deemed legitimate.

In some circumstances (i.e. consent to marketing communications), you can exercise your objection by updating your preferences within the "My Account" section of this website. For all other circumstances, you can contact our Data Protection Officer at dataprotectionofficer@halfords.co.uk. Please note that you can also exercise your right to object to our use of cookies by following the guidance in section 4 of our Cookies Policy here.

5.6 Right to restrict processing

If you wish us to restrict the use of your data because (i) you think it is inaccurate but this will take time to validate, (ii) you believe our data processing is unlawful but you do not want your data erased, (iii) you want us to retain your data in order to establish, exercise or defend a legal claim, or (iv) you wish to object to the processing of your data, but we have yet to determine whether this is appropriate, please contact our Data Protection Officer at dataprotectionofficer@halfords.co.uk.

5.7 Right to data portability

If you would like us to move, copy or transfer the data that we hold about you to another organisation, please contact our Data Protection Officer at dataprotectionofficer@halfords.co.uk.

Please be advised that this only applies to certain data which has been submitted by you electronically for specific purposes only. Our Data Protection Officer can provide further advice.

5.8 Rights related to automated decision-making

In order that we can understand your interests and preferences - and deliver communications that will be most of interest to you, where you have consented to receive these - we employ profiling techniques (which include automated decision-making) based upon the information that you have provided to us, as well as your purchasing history and engagement with us. We do not believe that these processes have any potential to significantly or negatively affect you i.e. they will not lead to any form of discrimination against you or impact your legal rights.

Examples of how we use profiling are as follows:

  • if you only browse cycling products on our website, and have only ever purchased bikes and cycling equipment from us, we are less likely to send you information about car products;
  • if you purchase a child's car seat from us, we are more likely to send you information about kids' bikes;
  • if you have provided us with your vehicle registration number, we are more likely to send you reminders about MOTs and other related products and services;
  • if you do not engage or interact with special offer emails that we send you (even though you will have consented to receive these), we are likely to send you fewer emails than customers who are more actively involved with us.

Where we hold a customer's details, we will also seek to ensure that, as far as possible, we maintain a single composite record of their interactions with us, which may require us to match their different activities. Where customers have indicated that they do not want us to us their data for receiving communications (other than those deemed legitimate), we will use this information purely for anonymised internal analytics and reporting, for example, looking at sales trends which does not identify individual customers.

If you do not want us to undertake profiling or matching, you may either:

  • object to the processing of your data (see section 5.5 of this Privacy Statement above); or
  • request that Halfords erases all personal data about you (see section 5.4 of this Privacy Statement above).

6. Data privacy and security

At Halfords, we maintain a comprehensive data management work programme, which includes processes for ensuring that data protection is a key consideration of all new and existing IT systems that hold customers' personal data. Where any concerns, risks or issues are identified, we conduct relevant impact assessments in order to determine any actions that are necessary to ensure optimum privacy.

We also maintain an active information security work programme which seeks to protect the availability, confidentiality and integrity of all physical and information assets. Specifically, this helps us to:

  • protect against potential breaches of confidentiality;
  • ensure all IT facilities are protected against damage, loss or misuse;
  • increase awareness and understanding of the requirements of information security, and the responsibility of our colleagues to protect the confidentiality and integrity of the information that they handle; and
  • ensure the optimum security of this website.

We recognise that the security of data and transactions on this website is of primary importance. We therefore ensure that all connections to secure parts of the website (such as when you login) are encrypted and authenticated using strong protocols, key exchanges and ciphers.

7. Card payment security

We are proud to have been awarded the Payment Card Industry Data Security Standard (PCI-DSS), which recognises the robust processes that we apply when handling card transactions from the major card schemes. This independent certification gives our customers assurance that our transactional systems protect your data with appropriate levels of security.

8. Location tracking

This website only uses geo-location tracking, which shows us where you are in the UK, for specific situations. These include:

  • click and collect: on the product pages, you can check the availability of any selected item in your local store;
  • store locator: you can search for your local store using your current location;
  • store changes: we can inform you of local store changes based on your IP address.

In all situations, your permission will be sought before geo-tracking is used, and then, it is only used to personalise your experience.

This service is supported by Google Maps. Users are bound by the Google Maps / Google Earth Additional Terms of Service (https://maps.google.com/help/terms_maps.html) which includes the Google Privacy Policy (https://www.google.com/intl/ALL/policies/privacy/index.html).

9. Disclaimers

Every effort is made to ensure that the information provided on this website, and in this Privacy Statement, is accurate and up-to-date, but no legal responsibility is accepted for any errors or omissions contained herein.

We cannot accept liability for the use made by you of the information on this website or in this Privacy Statement, nor do we warrant that the supply of the information will be uninterrupted. All material accessed or downloaded from this website is obtained at your own risk. It is your responsibility to use appropriate anti-virus software.

This Privacy Statement applies solely to the data collected by us, and therefore does not also apply to data collected by third party websites and services that are not under our control. Furthermore, we cannot be held responsible for the Privacy Statements on third party websites, and we advise users to read these carefully before registering any personal data.

10. Accessibility

We are committed to providing a website in which content is accessible to everyone. We therefore update our website regularly in order to make it as adaptable as possible.

For example, users can control the text size of each page within their browser. On a PC, holding the "Ctrl" key while pressing the "+" (plus) key will increase text size, and holding the "Ctrl" key while pressing the "-" (minus) key will decrease the text size.

11. General

Questions and comments regarding this Privacy Statement are welcomed, and should be sent to our Data Protection Officer at dataprotectionofficer@halfords.co.uk.

You can also contact our Data Protection Officer if you have any concerns or complaints about the ways in which your personal data has been handled as a result of you using this website.

Alternatively, you have the right to lodge a complaint with the Information Commissioner's Office who may be contacted at Wycliffe House, Water Lane, Wilmslow SK9 5AF or https://ico.org.uk.