Privacy Policy

Last updated: 17 July 2026

Rimmers Music Limited operates this store and website, including all related information, content, features, tools, products and services, to provide you, the customer, with a curated shopping experience. In this Privacy Policy, these are referred to collectively as the “Services”.

Rimmers Music Limited is referred to in this policy as “Rimmers Music”, “we”, “us” or “our”.

Our online store is powered by Shopify, which enables us to provide the Services to you.

This Privacy Policy explains how we collect, use, store and disclose your personal information when you:

visit or use our website;
create or use a customer account;
purchase, return or exchange a product;
enquire about a product or service;
arrange an appointment, service or music lesson;
communicate with us by telephone, email, online form, social media or in person; or
otherwise interact with Rimmers Music.

If there is a conflict between our Terms and Conditions and this Privacy Policy regarding the collection, processing or disclosure of personal information, this Privacy Policy will take priority.

Please read this Privacy Policy carefully. By accessing or using the Services, you acknowledge that you have read and understood how your personal information is handled as described in this policy.

Who We Are

For the purposes of applicable UK data protection law, the data controller is:

Rimmers Music Limited
Company registration number: 01405070
Registered office: Unit 7, Ribbleton Lane Trading Estate, Crook Street, Preston, PR1 5LS
Telephone: 01772 622111
Email: customerservice@rimmersmusic.co.uk

Personal Information We Collect or Process

When we use the term “personal information”, we mean information that identifies you or can reasonably be linked to you.

Personal information does not include information that has been anonymised or de-identified so that it can no longer identify or reasonably be linked to an individual.

Depending on how you interact with us, we may collect or process the following categories of personal information.

Contact Information

This may include your:

name;
billing address;
delivery address;
email address;
telephone number; and
other contact details you provide.

Account Information

This may include your:

customer account details;
saved addresses;
account preferences and settings;
communication preferences;
wishlist;
order history; and
account activity.

Transaction and Order Information

This may include:

products or services viewed or purchased;
items added to your basket or wishlist;
order details and transaction history;
payment method and payment status;
billing and delivery information;
returns, refunds, exchanges and cancellations;
invoices;
warranty information; and
communications relating to an order.

Financial and Payment Information

This may include information required to process a payment, refund or finance application, such as your chosen payment method, transaction details, billing information, payment confirmation and payment status.

Online card payments are processed through Shopify Payments. Payment-card information is handled securely by Shopify and its payment partners, and Rimmers Music does not generally receive or retain your complete payment-card details.

Where you choose to apply for finance, your application will be processed by Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance. Novuna acts as a separate data controller and may carry out identity, eligibility, affordability, fraud-prevention and credit-reference checks. Novuna’s use of your personal information is governed by its own Privacy Policy.

Communications With Us

We collect information contained in communications you send to us, including:

emails;
telephone enquiries;
contact and quotation forms;
customer-service enquiries;
complaints;
product questions;
social-media messages;
review submissions; and
correspondence relating to an order or service.

Device and Usage Information

This may include:

IP address;
browser type and version;
device type;
operating system;
network connection;
unique device identifiers;
pages viewed;
links selected;
time spent on the website;
referral source;
interactions with emails or advertisements; and
information collected through cookies and similar technologies.

Reviews and Customer Content

Where you submit a product review, testimonial or other content, we may collect:

your name or chosen display name;
the review, rating or content;
information about the product or service purchased; and
associated technical and transaction information.

Where content is intended to be displayed publicly, this will be made clear when it is submitted.

Information Collected Through Our Specialist Services

In addition to operating an online store, Rimmers Music provides a range of specialist services. When you enquire about or use one of these services, we may collect information needed to assess, quote for, arrange and provide the service.

Piano Transport and Removal Services

We may collect:

collection and delivery addresses;
property-access information;
details of steps, stairs, lifts or restricted access;
parking information;
piano type, make, model and size;
preferred moving dates;
photographs or videos of the piano and access route; and
information about the person present at each location.

Piano Hire and Rental

We may collect:

the intended use or event type;
venue details;
hire dates;
preferred piano type;
delivery and collection information;
security-deposit information;
access details; and
information required to prepare and administer the hire agreement.

Piano Tuning, Repair and Restoration

We may collect:

piano make, model and type;
the location of the instrument;
its approximate age and condition;
when it was last tuned;
details of faults or concerns;
preferred appointment dates; and
photographs, videos or audio recordings where relevant.

Part Exchange and Instrument Purchasing

We may collect:

information about the instrument;
make, model, age and condition;
serial number;
purchase history where available;
photographs or videos;
collection details;
proof of ownership or identity where reasonably required; and
payment information where we agree to purchase an instrument.

Store Appointments and Demonstrations

We may collect:

your preferred showroom;
appointment date and time;
products you are interested in;
requirements or preferences you choose to provide; and
information needed to prepare for your visit.

Warranty, Repairs and Aftercare

We may collect:

order and product information;
serial numbers;
photographs, videos or audio recordings;
descriptions of faults or damage;
delivery and installation information;
proof of purchase; and
correspondence with you, the manufacturer or an authorised service provider.

Other Services

We may also collect information required to manage:

rehearsal-room enquiries and bookings;
instrument set-up services;
venue or event requirements;
general service enquiries; and
other services requested through our website or stores.

Photographs, Videos and Audio Recordings

You may be asked to provide photographs, videos or recordings when we need to assess:

an instrument;
a product fault;
packaging condition;
property or venue access;
a warranty claim;
reported damage;
a valuation; or
a service requirement.

We may use this information to:

assess your enquiry;
prepare a quotation;
plan a delivery or collection;
investigate a reported fault or damage;
communicate with a manufacturer or service provider;
maintain relevant customer-service records; or
establish, exercise or defend legal rights.

Please avoid including people, vehicle registration numbers, private documents or unrelated personal information in images unless it is necessary for us to handle your enquiry.

Music Tuition and Children’s Information

Our online store is intended primarily for adults. However, Rimmers Music provides music tuition to adults and children.

Where a parent or guardian enquires about or arranges tuition for a child, we may collect limited information including:

the child’s name and age;
the instrument and lesson requirements;
previous musical experience;
preferred music-school location;
lesson attendance and scheduling information; and
the parent or guardian’s name, contact details and payment information.

We use this information to:

arrange trial lessons;
administer enrolment;
allocate teachers;
schedule lessons;
process payments;
maintain relevant tuition records; and
communicate with the parent or guardian about the tuition.

We will normally communicate about a child’s tuition through their parent or guardian.

We do not use children’s personal information for behavioural advertising.

Sources of Personal Information

We may collect personal information from the following sources.

Directly From You

This includes when you:

place an order;
create or use a customer account;
subscribe to marketing;
complete an enquiry or quotation form;
contact us;
visit one of our stores;
book an appointment;
enrol in music tuition;
submit a review;
request a repair or warranty service; or
otherwise provide information to us.

Automatically Through the Services

We may collect information automatically through:

Shopify;
cookies and similar technologies;
pixels;
analytics tools;
server logs;
fraud-prevention tools; and
other website technologies.

From Service Providers

We may receive information from organisations that help us provide our Services, including:

Shopify;
payment processors;
finance providers;
delivery companies;
marketing platforms;
analytics services;
fraud-prevention services;
review providers; and
technology providers.

From Manufacturers, Suppliers and Other Partners

We may receive information from:

product manufacturers;
suppliers and distributors;
authorised service centres;
warranty providers;
delivery partners;
marketplaces;
finance providers; and
other parties involved in fulfilling an order or providing a service.

How We Use Personal Information

Depending on how you interact with us, we may use personal information for the following purposes.

Providing Products and Services

We use personal information to:

process and fulfil orders;
take and administer payments;
arrange delivery, installation and collection;
provide order updates;
process returns, refunds and exchanges;
manage customer accounts;
arrange services and appointments;
provide music tuition;
prepare quotations;
administer hire and service agreements;
manage warranties and repairs;
respond to enquiries; and
provide customer support and aftercare.

Tailoring and Improving the Services

We may use information to:

remember your preferences;
display recently viewed or relevant products;
improve our website and customer experience;
understand how customers use the Services;
assess product and service performance;
develop our product and service range;
improve customer service; and
improve our marketing and communications.

Marketing and Advertising

We may use personal information for marketing and promotional purposes, including to:

send marketing communications by email, post, telephone or text message where permitted;
inform you about relevant products, services, events and offers;
measure the effectiveness of marketing campaigns;
understand engagement with our communications; and
show relevant advertisements on our website or other websites and platforms where you have consented to the relevant technologies.

Security and Fraud Prevention

We may use information to:

authenticate customer accounts;
provide a secure payment and shopping experience;
detect and prevent fraud;
investigate suspicious, unlawful, unsafe or malicious activity;
protect our customers, employees and business;
maintain system security; and
enforce our terms and policies.

Communicating With You

We may use information to:

answer questions;
prepare and provide quotations;
send order and delivery information;
confirm bookings and appointments;
discuss requested services;
provide customer support;
handle complaints;
issue safety or product notices; and
maintain our business relationship with you.

Legal and Regulatory Purposes

We may use information to:

comply with tax, accounting and consumer-law obligations;
respond to lawful requests from authorities;
maintain required business and transaction records;
manage complaints and disputes;
obtain insurance or professional advice;
establish, exercise or defend legal claims; and
comply with other applicable legal obligations.

Lawful Bases for Processing

UK data protection law requires us to have a lawful basis for processing personal information. The lawful basis used will depend on the purpose and circumstances of the processing.

Contract

We may process personal information where it is necessary to:

take steps at your request before entering into a contract;
process and fulfil an order;
provide a requested service;
administer music tuition;
arrange delivery, installation or collection;
manage a hire agreement;
provide warranty or aftercare support; or
meet our contractual obligations to you.

Legal Obligation

We may process personal information where it is necessary to comply with legal and regulatory obligations relating to matters such as:

taxation;
accounting;
consumer rights;
product safety;
fraud prevention;
court orders; and
lawful regulatory or government requests.

Legitimate Interests

We may process personal information where it is reasonably necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

Our legitimate interests may include:

operating, administering and improving our business;
providing customer service;
maintaining appropriate business records;
managing customer relationships;
preventing fraud and misuse;
protecting our systems, employees and property;
handling complaints and disputes;
obtaining insurance and professional advice;
understanding product and service performance;
recovering money owed to us; and
marketing relevant products and services where permitted by law.

Consent

We may rely on consent where required, including for:

certain marketing communications;
non-essential cookies and tracking technologies;
particular uses of photographs, reviews or testimonials; and
other processing where we specifically ask for your agreement.

Where we rely on consent, you may withdraw it at any time. Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

Legal Claims and Vital Interests

We may process personal information where necessary to:

establish, exercise or defend legal claims; or
protect someone’s life or physical safety in an emergency.

Marketing Communications

We may send you information about products, services, events and offers where:

you have asked to receive it;
you have provided consent; or
marketing is otherwise permitted by applicable law.

We may contact you by:

email;
post;
telephone; or
text message, where applicable.

Where permitted by law, we may send marketing about products or services similar to those you previously purchased or negotiated to purchase. You will be provided with a clear opportunity to opt out.

You can stop receiving marketing at any time by:

selecting the unsubscribe link in one of our emails;
changing available customer account preferences;
contacting us at customerservice@rimmersmusic.co.uk; or
telling us during a telephone call.

Opting out of marketing will not stop necessary communications relating to:

an order;
delivery;
appointment;
service booking;
tuition;
customer account;
warranty;
safety notice; or
existing enquiry.

You have an absolute right to object at any time to our use of your personal information for direct marketing.

Cookies and Similar Technologies

We use cookies and similar technologies to operate, secure, analyse and improve our website.

Strictly Necessary Cookies

These are required for the website to function and may support:

secure checkout;
basket functions;
customer account access;
fraud prevention;
security;
privacy preferences; and
payment processing.

Functional Cookies

These help provide additional website functionality and remember customer preferences.

Analytics Cookies

These help us understand how visitors use our website and improve its performance.

We use Google Analytics to help us understand website usage, measure website performance and improve our products, services and customer experience.

Google Analytics may collect information such as:

IP address;
device and browser information;
pages visited;
actions taken;
approximate location; and
referral source.

Where required, Google Analytics will be used only after you have provided consent through our cookie settings.

Advertising Cookies

Where you consent, advertising and remarketing technologies may be used to:

measure advertising performance;
understand interactions with campaigns;
display more relevant advertisements; and
support advertising on other websites and platforms.

The providers and cookies in use will be reflected in our cookie-management tool or Cookie Policy.

You can manage or withdraw your choices through our cookie banner or privacy settings.

Reviews

We use REVIEWS.io to collect and display genuine customer and product reviews.

Where appropriate, we may provide REVIEWS.io with limited information relating to your order, such as:

your name;
email address;
order information; and
the product purchased.

This enables REVIEWS.io to invite you to leave a review and helps us verify that reviews relate to genuine customer experiences.

You are not required to leave a review.

REVIEWS.io processes personal information in accordance with its own privacy notice.

How We Disclose Personal Information

In certain circumstances, we may disclose personal information to third parties for legitimate purposes and subject to this Privacy Policy.

Shopify

Our online store is hosted by Shopify. Shopify processes personal information to provide, secure and improve its platform and related services.

Payment and Finance Providers

We may disclose information to:

Shopify Payments;
banks;
payment processors;
fraud-prevention providers;
refund-processing providers; and
Novuna Personal Finance.

Where you apply for finance, relevant application and transaction information will be provided to Novuna Personal Finance. Novuna is responsible for assessing your application and making the lending decision under its own privacy policy.

Delivery and Installation Providers

We may disclose necessary information to:

parcel carriers;
freight and pallet carriers;
specialist piano movers;
delivery and installation teams;
service contractors; and
collection providers.

The information shared may include your:

name;
contact details;
address;
order information; and
relevant property-access or delivery instructions.

Manufacturers and Service Providers

We may disclose information to:

product manufacturers;
distributors;
authorised repair centres;
technicians;
piano tuners;
warranty administrators; and
service contractors.

This may be necessary to:

provide technical support;
arrange a repair or service;
investigate a fault;
administer a warranty claim; or
fulfil an order.

Technology and Operational Providers

We may use providers that support:

website hosting;
cloud storage;
email delivery;
customer support;
online forms;
analytics;
fraud prevention;
cybersecurity;
database management;
reviews;
marketing; and
advertising.

Business and Marketing Partners

We may disclose information to relevant business and marketing partners to provide marketing services and advertise products or services.

Where you live may affect whether you have the right to direct us not to share or use information for targeted advertising based on your online activity.

Professional Advisers and Authorities

We may disclose information to:

accountants;
auditors;
insurers;
solicitors;
debt-recovery providers;
regulators;
tax authorities;
courts;
law-enforcement agencies; and
other public authorities.

We will do so only where reasonably necessary or legally required.

Corporate Transactions

Information may be disclosed in connection with:

a proposed or completed sale;
merger;
acquisition;
restructuring;
insolvency; or
transfer of some or all of our business or assets.

At Your Direction

We may disclose information where you request or authorise us to do so, including when asking us to arrange:

delivery;
finance;
a manufacturer warranty repair;
installation;
collection; or
another third-party service.

Relationship With Shopify

The Services are hosted by Shopify, which collects and processes personal information about your access to and use of the Services to provide and improve the Services.

Information you submit through the Services will be transmitted to and shared with Shopify, as well as relevant third parties that may be located in countries other than where you reside, to provide and improve the Services.

In addition, to help protect, grow and improve our business, we may use Shopify features that incorporate information obtained from your interactions with our store, other merchants and Shopify.

In these circumstances, Shopify may be responsible for certain processing of your personal information, including responding to requests relating to Shopify’s use of that information.

To learn more about how Shopify uses personal information and the rights available to you, please visit the:

Depending on where you live, you may use the Shopify Privacy Portal to:

access certain personal information held by Shopify;
request deletion of certain information;
manage Shopify’s use of information for advertising purposes; or
limit the sharing or use of information for targeted advertising.

Third-Party Websites and Links

The Services may contain links to websites, online platforms or social-media services operated by third parties.

Where you follow an external link, the relevant third party’s privacy policy, security practices and terms will apply.

We are not responsible for the privacy, security, accuracy or content of third-party services that we do not control.

The inclusion of a link does not necessarily mean that Rimmers Music endorses the relevant third party.

Security of Your Information

We use reasonable technical and organisational measures designed to protect personal information from:

unauthorised access;
accidental loss;
misuse;
alteration;
disclosure; and
destruction.

However, no security system or method of internet transmission is completely secure.

You are responsible for keeping your customer account and login details confidential. Please contact us promptly if you believe your account or information may have been compromised.

Please do not send full payment-card details, passwords or highly sensitive information through ordinary email or general website enquiry forms.

How Long We Keep Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected.

We may also retain information where necessary to:

comply with legal, accounting, tax, warranty and regulatory obligations;
fulfil a contract;
resolve disputes;
prevent fraud;
maintain appropriate business records; and
establish, exercise or defend legal claims.

The appropriate retention period depends on:

the type of information;
why it was collected;
whether you have an active customer account;
whether an order, service or complaint remains open;
applicable warranty periods;
applicable legal limitation periods;
manufacturer requirements; and
our legal and regulatory obligations.

As a general guide:

Orders and Transaction Records

Order, payment, invoice and transaction records will normally be retained for the period necessary to:

fulfil and evidence the order;
manage returns, refunds, warranties and complaints;
comply with tax and accounting requirements; and
protect legal rights.

Customer-Service, Complaint and Warranty Records

These will be retained for the duration of the matter and for an appropriate period afterwards, taking account of:

warranty periods;
the nature of the issue;
potential legal claims;
product safety; and
dispute-resolution requirements.

Delivery, Installation and Service Records

These may be retained while relevant to:

the product or service;
warranty support;
safety;
future customer enquiries;
accounting obligations; or
the customer relationship.

Quotations and General Enquiries

Unsuccessful quotations and general enquiries will be reviewed periodically and deleted or anonymised when they are no longer reasonably required.

Hire and Service Agreements

These will be retained for the duration of the arrangement and for an appropriate period afterwards to meet:

accounting;
insurance;
dispute-resolution;
contractual; and
legal requirements.

Music Tuition Records

These will be retained while reasonably necessary to administer:

tuition;
lesson scheduling;
payments;
attendance;
customer communications; and
related legal or operational requirements.

Marketing Information

Marketing information will be retained until you:

unsubscribe;
withdraw consent;
object to marketing; or
the information is no longer reasonably required.

We may retain a minimal suppression record after you opt out so that we can ensure we do not send further marketing communications.

Customer Account Information

Customer account information will be retained while the account remains active and for an appropriate period afterwards, unless earlier deletion is requested and we have no lawful reason to retain it.

Cookies and Analytics

Cookie and analytics information is retained in accordance with:

the duration of the relevant cookie;
the settings of the relevant service; and
your privacy and consent choices.

We periodically review the information we retain and will delete or anonymise personal information when it is no longer reasonably required.

International Transfers

We and our service providers may transfer, store or process personal information outside the United Kingdom.

Where personal information is transferred to a country that has not been recognised as providing an adequate level of data protection, appropriate safeguards will be used where required.

These may include:

UK adequacy regulations;
the UK International Data Transfer Agreement;
the UK Addendum to approved European Commission Standard Contractual Clauses; or
another lawful international-transfer mechanism.

Automated Processing, Fraud Checks and Finance Decisions

We may use automated tools to identify potentially fraudulent or suspicious transactions.

These tools may consider information such as:

order details;
payment information;
IP address;
device information;
delivery information; and
transaction history.

Where an order is flagged, we may:

request further information;
review the transaction manually;
delay fulfilment;
cancel the transaction; or
refuse the order where reasonably necessary.

Where you apply for finance, Novuna Personal Finance may use automated identity, credit, eligibility, affordability and fraud-prevention checks.

Novuna Personal Finance, rather than Rimmers Music, is responsible for assessing the application, making the lending decision and explaining any rights relating to its decision-making process.

Your Rights and Choices

Depending on the circumstances, you may have the following rights in relation to your personal information.

These rights are not absolute and may apply only in certain circumstances.

Right of Access

You may ask us to confirm whether we process your personal information and request a copy of the information we hold about you.

Right to Correction

You may ask us to correct inaccurate or incomplete personal information.

Right to Deletion

You may ask us to delete personal information in certain circumstances.

This right is not absolute. We may need to retain some information to:

comply with legal obligations;
complete a transaction;
maintain required business records;
manage a dispute; or
establish, exercise or defend legal claims.

Right to Restrict Processing

You may ask us to restrict how we use your personal information in certain circumstances.

Right to Object

You may object to processing based on our legitimate interests in certain circumstances.

You have an absolute right to object to the use of your personal information for direct marketing.

Right to Data Portability

In certain circumstances, you may request personal information in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.

Right to Withdraw Consent

Where processing is based on consent, you may withdraw that consent at any time.

Withdrawal will not affect the lawfulness of processing carried out before consent was withdrawn.

Rights Relating to Automated Decision-Making

You may have rights where a decision that produces legal or similarly significant effects is made solely through automated processing.

Managing Communication Preferences

You may opt out of promotional emails at any time by using the unsubscribe option displayed in the email.

If you opt out of promotional communications, we may still send non-promotional messages relating to:

your account;
orders;
bookings;
services;
warranties;
safety notices; or
enquiries.

Exercising Your Rights

You may exercise your rights by contacting us at:

customerservice@rimmersmusic.co.uk

We may need to verify your identity before completing a request, as permitted or required by law.

Where applicable, an authorised agent may make a request on your behalf. We may require evidence that the agent has authority to act for you and may also ask you to verify your identity directly.

We will respond within the timeframe required by applicable law.

We will not discriminate against you for exercising your data-protection rights.

For rights relating specifically to personal information processed independently by Shopify, you can also use the Shopify Privacy Portal.

Complaints

If you have a complaint about how we process your personal information, please contact us using the details below so that we have an opportunity to investigate and resolve the matter.

You also have the right to lodge a complaint with the UK supervisory authority:

Information Commissioner’s Office

Information about making a complaint and the ICO’s current contact details can be found on the Information Commissioner’s Office website.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect:

changes to our business;
changes to the Services;
changes to our suppliers or technology;
changes to our privacy practices;
legal or regulatory requirements; or
other operational reasons.

We will publish the revised Privacy Policy on this website and update the “Last updated” date.

Where required by law, we will provide additional notice of significant changes.

Contact Us

For questions about this Privacy Policy, our privacy practices or the exercise of your data-protection rights, please contact:

Rimmers Music Limited
Unit 7, Ribbleton Lane Trading Estate
Crook Street
Preston
PR1 5LS

Telephone: 01772 622111
Email: customerservice@rimmersmusic.co.uk

For the purposes of applicable data-protection law, Rimmers Music Limited is the controller of the personal information described in this policy, except where another organisation, such as Shopify, Shopify Payments, Novuna Personal Finance or another independent provider, acts as a separate controller for its own processing.