Last updated: 1 November 2026
This notice explains how RWR Holdings Limited trading as Ross Watch Repairs handles personal information when you use rosswatchrepairs.co.uk, enquire about watch repairs, or buy watch straps through our online shop. This notice should be read alongside our Online Shop Terms and Conditions and Refund and Returns Policy.
1. Who is responsible for your information?
Data controller: RWR Holdings Limited (company number 16348906), trading as Ross Watch Repairs.
Registered office: Unit 306, Shard Arcade, Joiner Street, London SE1 9BZ, United Kingdom.
Customer correspondence: Unit 4B, Cabot Place Shopping Centre, Canary Wharf, London E14 4QT, United Kingdom.
Privacy and customer service enquiries: enquiries@rosswatchrepairs.co.uk.
2. The information we collect
Depending on how you interact with us, we may collect your name, billing and delivery address, email address, telephone number, order details and purchase history, correspondence, enquiries, returns and refund information, and details of a watch or repair requested. When you use our website, we may also process technical information such as IP address, device/browser information, cookie identifiers and website usage data, subject to our cookie settings and applicable consent requirements.
We receive most of this information directly from you. We may also receive payment status, refund confirmations or delivery updates from payment providers, fulfilment providers and couriers.
Payment card details are processed through payment services offered at checkout. We do not require you to send payment card details by email.
At our branches, we use signposted CCTV and counter audio recording for security, high-value watch handling, fraud prevention and resolving condition disputes. We may use records when investigating a complaint or legal claim. Telephone calls are not recorded as part of this system. CCTV and audio records are retained only while needed for these purposes and according to our internal retention rules.
For repair bookings and collections we may send service updates by SMS, and we may ask customers for feedback after a completed repair. These communications are handled as customer-service messages or, where applicable, in accordance with marketing rules.
3. Why we use personal information and the legal bases
- Processing orders and performing services: to take orders, arrange delivery, provide repair assessments and services, respond to order questions, handle returns, refunds and customer communications. Our lawful basis is normally performance of a contract or taking steps before entering a contract.
- Accounting and legal compliance: to keep appropriate purchase, payment, VAT, tax and business records, and to comply with lawful requests. Our lawful basis is a legal obligation.
- Security, fraud prevention and service improvement: to protect our website, prevent suspicious transactions, troubleshoot problems and address customer disputes. Where applicable, our lawful basis is our legitimate interests in operating a safe and reliable business, balanced against your rights.
- Optional marketing: where we use your information to send marketing emails or similar communications, we do so only where we have the appropriate consent or another valid legal permission, and provide a way to opt out.
- Optional analytics and non-essential cookies: where these technologies are used and consent is required, we will seek that consent and respect your cookie choices.
We ask for the information needed to provide the goods or services requested. Without a usable delivery address or contact details, we may be unable to fulfil an online order.
4. Who we share information with
Where necessary to provide our services, we may share relevant personal information with:
- Payment services, including WooPayments and its payment-processing partners, to process payments, refunds and fraud checks.
- Fulfilment and delivery providers, who receive the details needed to prepare and deliver your order. This normally includes the recipient name, address, relevant contact details and ordered products.
- Website, hosting and software providers, which support our online shop, customer enquiries, email and security.
- Professional advisers, regulators and authorities, where lawfully required or necessary to establish or defend legal claims.
We do not sell your personal information to advertisers.
5. Payments
Our online shop uses WooCommerce and may offer payment options through WooPayments and supported payment partners. Those providers may process payment and fraud-prevention data according to their own privacy notices and applicable legal obligations. The payment methods available to you are shown at checkout.
6. Cookies and analytics
Our website uses cookies and similar technologies for essential functions such as the shopping basket, checkout, fraud prevention, security and preferences. Additional services used on the website can include analytics, customer support and marketing tools. The precise cookies and third-party services in use are being audited, and this notice will be supplemented with a cookie list when that process is complete.
Where the law requires consent before setting or reading non-essential cookies, that consent must be obtained first. We are completing a dedicated consent-management setup. In the meantime, browser settings can be used to restrict or clear cookies, although browser controls are not a replacement for a site-wide consent mechanism. You can contact us about tracking or privacy concerns at enquiries@rosswatchrepairs.co.uk.
7. How long information is kept
We retain personal information only as long as needed for the reason it was collected, including completing orders or repairs, handling enquiries and complaints, complying with tax/accounting obligations and establishing or defending legal claims. The relevant period depends on the type of record and the applicable legal requirements. We review records and delete or anonymise information when it is no longer needed, subject to legal retention duties.
8. International processing
Some technology and payment services may involve processing outside the United Kingdom. Where this involves a transfer that requires safeguards under UK data-protection law, we will use the applicable legal transfer mechanism and can provide further information on request.
9. Your rights
Depending on the circumstances, you may have rights to request access to your personal information, correction of inaccurate information, erasure, restriction, data portability, or to object to certain processing. You can withdraw consent at any time where consent is our lawful basis. You have the right to object to direct marketing.
To exercise these rights or ask about this notice, contact enquiries@rosswatchrepairs.co.uk. We may need to verify your identity before disclosing personal information.
10. Complaints
Please contact us first if you have concerns about our handling of your personal information. You also have the right to complain to the Information Commissioner’s Office (ICO), the UK’s data-protection regulator.
11. Changes to this notice
We may update this notice to reflect changes to our services, software or legal obligations. The latest version will be available on our website with its last updated date.