Privacy policy

Privacy Policy

Mix Labs UK Ltd (“Mix Labs”, “we”, “us”, “our”)
Registered Office: Goshen Farm, Brenchley Road, Matfield, TN12 7DT
Company Number: 11435162  |  VAT Number: 301602367
Tel: 01892 481101  |  Email: info@mixlabs.co.uk
Website: www.mixlabs.shop (“Website”)
Last updated: Friday 27 February 2026

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1. Who we are

Mix Labs UK Ltd is the “data controller” for personal data collected through this Website, meaning we decide how and why your personal data is processed.

If you have questions about this Privacy Policy or how we handle your information, contact us at info@mixlabs.co.uk or call 01892 481101.

2. What we collect

We may collect the following categories of personal data:

• Identity & contact: name, email address, phone number, billing/delivery address.
• Order & account details: order contents, order history, customer notes, communications with support.
• Payment-related data: payment status, transaction references, fraud screening results. We do not store full card details on our systems.
• Website usage: pages viewed, device/browser type, IP address, approximate location, referral source, interaction data.
• Age-compliance signals: date of birth confirmation at entry (cookie-based), and any age-verification outcomes where applied.
• Cookies & identifiers: cookie IDs, session identifiers, analytics/advertising identifiers (where enabled).

If you choose not to provide certain information (for example, a delivery address), we may be unable to fulfil your order.

3. How we use your data

We use your personal data for the following purposes:

• To process orders: payment processing, fulfilment, delivery updates, and customer service.
• To manage the Website: account creation, order history, customer support, troubleshooting.
• To enforce compliance: age restriction, fraud prevention, policy enforcement, legal obligations.
• To improve performance: analytics, diagnostics, and Website optimisation.
• To send service messages: order confirmations, dispatch updates, support responses.
• To send marketing: where permitted (see Section 5).

4. Legal bases

Under UK GDPR, we rely on one or more of the following legal bases to process personal data:

• Contract: to process and deliver your order, manage payments, and provide customer service.
• Legal obligation: to comply with applicable laws and regulations (for example, tax, accounting, and age-restricted sales compliance).
• Legitimate interests: to operate and protect our business (fraud prevention, security, service improvement, dispute handling), provided these interests are not overridden by your rights.
• Consent: for certain cookies/analytics and for marketing communications where required.

5. Marketing

We may send marketing communications by email/SMS where you have opted in or where otherwise permitted by law.

You can opt out at any time by using the unsubscribe link in emails, adjusting your account preferences (where available), or contacting us at info@mixlabs.co.uk.

Even if you opt out of marketing, we may still send non-marketing messages such as order confirmations and delivery updates.

6. Cookies & analytics

We use cookies and similar technologies to make the Website work, remember preferences, support age-gating, and (where enabled) analyse Website usage and measure marketing performance.

Essential cookies are required for the Website to function (for example, shopping cart, checkout flow, security, and session management).

Age-gate cookie: when you confirm you are 18+ at entry, we may set a cookie so you are not repeatedly prompted within a period of time (unless cookies are cleared).

Analytics & advertising cookies: where enabled, these help us understand Website performance and measure the effectiveness of marketing. You can typically control these via our cookie banner/preferences and via your browser settings.

Note: exact cookies may vary depending on Shopify, theme configuration, and apps enabled on the Website.

7. Sharing your data

We share personal data only where necessary to operate the Website, fulfil orders, comply with law, or protect our business. This may include:

• Shopify (store platform hosting and order processing).
• Payment processing (including Worldpay and related payment services) to process transactions, prevent fraud, and handle disputes/chargebacks.
• Delivery & fulfilment (including Royal Mail) for dispatch and tracking.
• Customer support tools (email/telephony providers and support tooling used to respond to enquiries).
• Analytics/marketing tools where enabled (performance measurement and conversion tracking).
• Professional advisers (accountants, insurers, legal advisers) where required.
• Legal & compliance (regulators, law enforcement, or other parties where required by law or to protect rights).

Where we use service providers (“processors”), we expect them to handle personal data securely and only for the purposes we specify.

8. International transfers

Some of our service providers (including Shopify and certain analytics/marketing tools) may process personal data outside the UK. Where this occurs, we take steps designed to ensure appropriate safeguards are in place (for example, contractual protections such as standard contractual clauses and/or other recognised transfer mechanisms).

9. Data retention

We keep personal data only for as long as necessary for the purposes described in this policy, including to fulfil orders, provide customer support, maintain business records, comply with legal/tax requirements, and handle disputes, chargebacks, and fraud prevention.

Retention periods vary depending on the type of data and the reason we hold it. When data is no longer needed, we will delete or anonymise it where appropriate.

10. Security

We use appropriate technical and organisational measures to protect personal data against unauthorised access, alteration, disclosure, or destruction. No system is 100% secure, but we work to maintain safeguards and restrict access to those who need it.

11. Your rights

Under UK GDPR you may have the right to access, correct, delete, restrict, or object to processing of your personal data, and to withdraw consent where processing is based on consent.

To exercise your rights, contact info@mixlabs.co.uk. We may need to verify your identity before responding.

12. Children & age-restricted products

This Website sells age-restricted nicotine products and is strictly for customers aged 18+. We do not knowingly market to or intend to collect personal data from individuals under 18.

If you believe a person under 18 has provided us with personal data, please contact us and we will take appropriate steps.

13. Contact & complaints

For privacy-related enquiries, contact:

• Email: info@mixlabs.co.uk
• Telephone: 01892 481101
• Post: Mix Labs UK Ltd, Goshen Farm, Brenchley Road, Matfield, TN12 7DT

If you are not satisfied with our response, you can complain to the UK Information Commissioner’s Office (ICO).

14. Changes to this policy

We may update this Privacy Policy from time to time. The version posted on the Website is the current version. Material changes will be reflected by updating the “Last updated” date above.