For non-food products (e.g. merchandise), customers may return any purchased items within 14 days of receipt and receive a full refund. Items must be returned undamaged and in their original packaging.
It is not possible to return frozen or perishable food unless they are of poor quality, damaged or faulty, or where we have delivered goods that you did not order and you have not accepted them. If this is the case, please inform us within 48 hours of receipt of your product to qualify for a refund.
In the unlikely case that your goods have defrosted please ensure you take pictures of the products as soon as you get them out of the box (better still a video, or inserting a knife/fork into the product). Our tests show products in our orders remain completely frozen up until 1900 on the day of delivery. Partially defrost foods are safe to refreeze when below 5 degrees for 4 hours.
Please note, due to the items being frozen, we cannot accept refunds for foods that have defrosted as a result of incorrect storage.
Orders & Pricing Errors
We check all of our orders when we receive them and reserve the right to refuse or refund any order, without reason, up until the point of delivery. If such issue arises, we will contact you to discuss your order at the earliest convenience.
Cancelling/adjusting your order
If you would like to cancel or adjust your order we would need sufficient admin time to make this adjustment. The minimum amount of time needed is 2 working days.
To discuss your order, please call our customer care team on:
01757 211 740
My GSN LTD
Old Chapel, Denison Road, Selby, YO8 8DA
Gold Standard Nutrition cares about your privacy. For this reason, we collect and use personal data only as it might be needed for us to deliver to you our products, services and websites (collectively, our “Services”). Your personal data includes information such as:
- Company name
- Billing address(es)
- Delivery address(es)
- Telephone number
- Mobile number
- Email address
- Order history
- Other data collected that could directly or indirectly identify you.
If at any time you have questions about our practices or any of your rights described below, you may reach our Data Protection Officer (“DPO”) and our team that supports Gold Standard Nutrition by contacting firstname.lastname@example.org. This inbox is actively monitored and managed so that we can deliver an experience that you can confidently trust.
What information do we collect?
We collect information so that we can provide the best possible experience when you utilise our Products and Services. Much of what you likely consider personal data is collected directly from you when you:
(1) create an account or purchase any of our Products or Services (eg: billing information, including name, address, payment details);
(2) request assistance from our customer support team (eg: phone number, case notes);
(3) complete contact forms or request newsletters or other information from us (eg: email); or
(4) participate in contests and offers, apply for a job, or otherwise participate in activities we promote that might require information about you.
However, we also collect additional information when delivering our Products and Services to you to ensure necessary and optimal performance. These methods of collection may not be as obvious to you, so we wanted to highlight and explain below a bit more about what these might be (as they vary from time to time) and how they work:
Account related information is collected in association with your use of our Services, such as account number, purchases and purchase history, information requests, support requests and notes or details explaining what you asked for and how we responded.
Cookies and similar technologies on our websites allow us to track your browsing behaviour, links clicked, items purchased, your device type, and to collect various data, including analytics, about how you use and interact with our Services. This allows us to provide you with more relevant product offerings, a better experience on our sites and mobile applications, and to collect, analyse and improve the performance of our Services. We may also collect your location (IP address) so that we can personalise our Services. For additional information on Cookies and how to view, manage or delete them, please visit http://www.whatarecookies.com/
Data about Usage of Services is automatically collected when you use and interact with our Services, including metadata, log files, cookie/device IDs and location information. This information includes specific data about your interactions with the features, content and links (including those of third-parties, such as social media plugins) contained within the Services, IP address, browser type and settings, the date and time the Services were used, information about browser configuration and plugins, language preferences and cookie data, information about devices accessing the Services, including type of device, what operating system is used, device settings, application IDs, unique device identifiers and error data, and some of this data collected might be capable of and be used to approximate your location.
Supplemented Data may be received about you from other sources, including publicly available databases or third parties from whom we have purchased data, in which case we may combine this data with information we already have about you so that we can update, expand and analyse the accuracy of our records, identify new customers, and provide products and services that may be of interest to you. If you provide us personal information about others, or if others give us your information, we will only use that information for the specific reason for which it was provided to us.
How we utilise information
We strongly believe in both minimising the data we collect and limiting its use and purpose to only that (1) for which we have been given permission, (2) as necessary to deliver the Services you purchase or interact with, or (3) as we might be required or permitted for legal compliance or other lawful purposes. These uses include:
Delivering, improving, updating and enhancing the Services we provide to you. We collect various information relating to your purchase, use and/or interactions with our Services. We utilise this information to:
- Improve and optimise the operation and performance of our Services (again, including our websites and mobile applications)
- Diagnose problems with and identify any security risks, errors, or needed enhancements to the Services
- Detect and prevent fraud and abuse of our Services and systems
- Collecting aggregate statistics about use of the Services
- Understand and analyse how you use our Services and what products and services are most relevant to you
Often, much of the data collected is aggregated or statistical data about how individuals use our Services, and is not linked to any personal data, but to the extent it is itself personal data, or is linked or linkable to personal data, we treat it accordingly.
Sharing with trusted third parties. We may share your personal data with affiliated companies within our corporate family, with third parties with which we have partnered to allow you to integrate their services into our own Services, and with trusted third party service providers as necessary for them to perform services on our behalf, such as:
- Processing credit card payments
- Serving advertisements
- Conducting contests or offers
- Performing analysis of our Services and customers demographics
- Communicating with you, such as by way of email or survey delivery
- Customer relationship management
We only share your personal data as necessary for any third party to provide the services as requested or as needed on our behalf. These third parties (and any subcontractors) are subject to strict data processing terms and conditions and are prohibited from utilising, sharing or retaining your personal data for any purpose other than as they have been specifically contracted for (or without your consent).
The key partners which we share personal data about you with are:
- Worldpay – to complete your transactions on our website
- Our distribution partners – Our warehouse/cold store and DPD couriers, to ensure your order is dispatched correctly
- Mailchimp – for marketing communications (that you opted in to)
- Text Marketer – for marketing communications (that you opted in to)
- We only share the minimum data necessary to ensure you enjoy a smooth transaction when engaging with our products and services.
Communicating with you. We may contact you directly or through a third party service provider regarding products or services you have signed up to or purchased from us, such as necessary to deliver transactional or service related communications. We may also contact you with offers for additional products and services we think you’ll find valuable if you give us consent, or where allowed based upon legitimate interests. You don’t need to provide consent as a condition to purchase our goods or services. These contacts may include:
- Text (SMS) messages
- Telephone calls
- Automated phone calls or text messages
It is necessary for us to send you direct emails every time you make a purchase from our website, to confirm your transaction and order details. You may also receive several timely automated emails after your order to confirm order dispatch, or to discuss any problems with your order. If you would prefer to not receive such emails, please contact us via email@example.com and we will action your request accordingly.
All of our marketing and promotional messages, whether via text message or email, include an opt out link. You may opt out of any marketing related emails or text messages at any time and we will ensure you are removed from our marketing databases.
If you make use of a service that allows you to pass us contact details for other people (eg. referral schemes), we will only use the contacts and any other personal information for the requested service. If you believe that anyone has provided us with your personal information and you would like to request that it be removed from our database, please contact us at firstname.lastname@example.org.
Compliance with legal, regulatory and law enforcement requests. We cooperate with government, law enforcement officials and private parties to enforce and comply with the law. We will disclose any information about you to government or law enforcement officials or private parties as we, in our sole discretion, believe necessary or appropriate to respond to claims and legal process (such as subpoena requests), to protect our property and rights or the property and rights of a third party, to protect the safety of the public or any person, or to prevent or stop activity we consider to be illegal or unethical.
To the extent we are legally permitted to do so, we will take reasonable steps to notify you in the event that we are required to provide your personal information to third parties as part of legal process.
Website analytics. We use multiple web analytics tools provided by service partners such as Google Analytics and HotJar to collect information about how you interact with our website or mobile applications, including what pages you visit, what site you visited prior to visiting our website, how much time you spend on each page, what operating system and web browser you use and network and IP information. We use the information provided by these tools to improve our Services. These tools place persistent cookies in your browser to identify you as a unique user the next time you visit our website. Each cookie cannot be used by anyone other than the service provider (eg: Google for Google Analytics and FaceBook). The information collected from the cookie may be transmitted to and stored by these service partners on servers in a country other than the country in which you reside. Though information collected does not include personal data such as name, address, billing information, etc., the information collected is used and shared by these service providers in accordance with their individual privacy policies.
Targeted advertisements. Targeted ads or interest-based offers may be presented to you based on your activities on our webpages, and other websites, and based on the products you currently own. These offers will display as varying product banners presented to you while browsing. We also partner with third parties to manage our advertising on our webpages and other websites such as Facebook, Twitter, Google and Microsoft. Our third party partners may use technologies such as cookies to gather information about such activities in order to provide you with advertising based upon your browsing activities and interests, and to measure advertising effectiveness. If you wish to opt out of interest-based advertising in the European Union click here. Please note you will continue to receive generic ads.
How you can access, update or delete your data
To easily access, view, update or port your personal data (where available), or to update your subscription preferences, please sign into your Account via our website. If you would like to delete your account and all data held about you, please email email@example.com.
If you make a request to delete your personal data and that data is necessary for the products or services you have purchased, the request will be honoured only to the extent it is no longer necessary for any Services purchased or required for our legitimate business purposes or legal or contractual record keeping requirements.
If you are unable for any reason to access your Account, you may also contact us by one of the methods described in the “Contact Us” section below.
How we secure, store and retain your data
We follow generally accepted standards to store and protect the personal data we collect, both during transmission and once received and stored, including utilisation of encryption where appropriate.
We retain personal data only for as long as necessary to provide the Services you have requested and thereafter for a variety of legitimate legal or business purposes. These might include retention periods:
- mandated by law, contract or similar obligations applicable to our business operations;
- for preserving, resolving, defending or enforcing our legal/contractual rights; or
- needed to maintain adequate and accurate business and financial records.
If you have any questions about the security or retention of your personal data, you can contact us at firstname.lastname@example.org.
‘Do Not Track’ notifications
Some browsers allow you to automatically notify websites you visit not to track you using a “Do Not Track” signal. There is no consensus among industry participants as to what “Do Not Track” means in this context. Like many websites and online services, we currently do not alter our practices when we receive a “Do Not Track” signal from a visitor’s browser. To find out more about “Do Not Track,” you may wish to visit www.allaboutdnt.com.
Our Services are available for purchase only for those over the age of 16. Our Services are not targeted to, intended to be consumed by or designed to entice individuals under the age of 16. If you know of or have reason to believe anyone under the age of 16 has provided us with any personal data, please contact us.
- By Mail: MY GSN LTD Old Chapel, Denison Road, Selby, YO8 8DA
- By Phone: 01757 211740
- By email: email@example.com
We will respond to all requests, inquiries or concerns within 14 days.