Privacy policy
PRIVACY POLICY
PRIME RESEARCH SUPPLY
Last updated: 20 July 2026
This Privacy Policy explains how PRIME RESEARCH SUPPLY collects, uses, stores, shares and protects personal information.
It applies when you:
• Visit our website
• Create or use a customer account
• Place or attempt to place an order
• Contact our customer support team
• Submit a trade account application
• Request analytical documentation
• Submit a return, refund or delivery enquiry
• Subscribe to marketing communications
• Otherwise interact with PRIME RESEARCH SUPPLY
This policy should be read together with our Terms of Service, Contact Information, Shipping and Delivery Policy, Returns, Cancellations and Refunds Policy and any cookie information displayed on the website.
1. WHO IS RESPONSIBLE FOR YOUR PERSONAL INFORMATION
PRIME RESEARCH SUPPLY is responsible for the personal information described in this Privacy Policy, except where another organisation acts as an independent controller of information it processes for its own purposes.
Contact details:
PRIME RESEARCH SUPPLY
20 Wenlock Road
London
England
N1 7GU
United Kingdom
Email: Sales@primeresearchsupply.co.uk
Telephone: 07949 499597
The address above is a business correspondence address. It is not a public retail premises, customer collection point or walk-in returns location.
2. DATA PROTECTION LAW
We process personal information in accordance with applicable UK data protection and electronic communications laws, including:
• The UK General Data Protection Regulation
• The Data Protection Act 2018
• The Privacy and Electronic Communications Regulations 2003
• The Data Use and Access Act 2025
• Other applicable UK privacy and electronic communications requirements
Where a legal requirement changes, this policy will be interpreted and updated in accordance with the law then in force.
3. WHAT PERSONAL INFORMATION MEANS
Personal information is information that identifies you or could reasonably be used to identify you.
It does not include information that has been anonymised so that you can no longer be identified.
4. INFORMATION WE MAY COLLECT
Depending on how you interact with us, we may collect the following categories of personal information.
Identity information:
• Full name
• Title
• Date of birth or age confirmation where required
• Account username
• Customer reference
• Signature where relevant
• Information used to verify your identity
Contact information:
• Email address
• Telephone number
• Billing address
• Delivery address
• Business correspondence address
• Communication preferences
Organisation information:
• Organisation name
• Organisation type
• Business or institutional address
• Company or organisation number
• Website address
• Job title or professional role
• Authority to act for an organisation
• Trade account information
• Estimated purchasing requirements
• Intended professional research context
Order information:
• Products ordered
• Supplied strengths and formats
• Quantities
• Order number
• Order date
• Order value
• Billing details
• Delivery details
• Order status
• Cancellation, return or refund information
• Customer account history
Transaction information:
• Payment status
• Payment method
• Payment reference
• Refund information
• Chargeback or payment dispute information
• Fraud and security results
Where a third-party payment provider processes a payment, complete payment-card information may be provided directly to that provider rather than to PRIME RESEARCH SUPPLY.
Delivery information:
• Delivery address
• Delivery instructions
• Tracking information
• Delivery events
• Proof of delivery
• Delivery photographs
• Safe-place or neighbour instructions
• Non-delivery reports
• Delivery-provider communications
Communication information:
• Emails
• Contact-form submissions
• Telephone enquiry records
• Complaints
• Product questions
• Documentation enquiries
• Trade applications
• Customer-service notes
• Photographs and documents supplied with an enquiry
Technical and usage information:
• Internet Protocol address
• Browser type
• Device type
• Operating system
• Time zone
• Language
• Website pages viewed
• Links selected
• Basket activity
• Session information
• Login information
• Website errors
• Security events
• Cookie and consent choices
Marketing information:
• Marketing subscriptions
• Consent records
• Unsubscribe requests
• Communication preferences
• Engagement with marketing messages
• Advertising and website measurement information, where permitted
Security and verification information:
• Fraud indicators
• Address-verification results
• Payment-verification results
• Device and network information
• Suspicious activity
• Account-security information
• Evidence provided to verify an order or account
5. INFORMATION WE DO NOT NEED
Do not send personal information that is not necessary for your order, account or enquiry.
In particular, do not send:
• Patient information
• Research-subject information
• Medical records
• Health histories
• Genetic information
• Biometric information
• Complete payment-card numbers
• Card security codes
• Online banking passwords
• Customer account passwords
• Unnecessary identity documents
• Information about another person unless you are authorised to provide it
If unnecessary sensitive information is submitted, we may delete, restrict or redact it where appropriate.
6. HOW WE COLLECT INFORMATION
We may collect personal information:
• Directly from you
• Through the website checkout
• Through customer accounts
• Through contact forms
• Through trade account applications
• By email
• By telephone
• Through returns, refunds and complaints
• Through cookies and similar technologies
• From payment providers
• From delivery providers
• From fraud-prevention and security providers
• From website and ecommerce service providers
• From publicly available business or organisational records
• From a person authorised to act on your behalf
• From your organisation where you act as its representative
7. WHY WE USE PERSONAL INFORMATION
We may use personal information to:
• Operate and maintain the website
• Display products and website content
• Create and manage customer accounts
• Receive and assess orders
• Process payments
• Verify payments and addresses
• Prevent fraud and unauthorised transactions
• Confirm product availability
• Prepare and dispatch orders
• Arrange delivery
• Provide tracking information
• Communicate about an order
• Manage cancellations, returns, replacements and refunds
• Respond to product and documentation enquiries
• Review trade account applications
• Provide customer support
• Investigate damaged, missing or incorrect deliveries
• Investigate complaints
• Protect our website, customers and business
• Maintain financial and transaction records
• Meet tax, accounting and legal requirements
• Establish, exercise or defend legal claims
• Improve website performance and customer service
• Measure website use
• Manage marketing preferences
• Send permitted marketing communications
• Enforce our Terms of Service and research-use restrictions
8. OUR LAWFUL BASES
We must have a valid lawful basis for processing personal information.
The lawful bases we may rely on are described below.
Contract
We process personal information where necessary to take steps at your request before entering into a contract or to perform a contract with you.
This may include:
• Receiving an order
• Processing payment
• Arranging delivery
• Managing an account
• Providing order support
• Processing a cancellation, return or refund
Legal obligation
We process personal information where necessary to comply with a legal obligation.
This may include:
• Tax and accounting records
• Responding to lawful authority requests
• Consumer-rights obligations
• Data-protection obligations
• Fraud and financial record requirements
• Handling legal complaints or claims
Legitimate interests
We may process personal information where it is necessary for our legitimate interests or those of another organisation, provided those interests are not overridden by your rights and interests.
Our legitimate interests may include:
• Operating a secure online store
• Preventing fraud and misuse
• Protecting customer accounts
• Maintaining business records
• Investigating delivery and payment issues
• Improving website performance
• Providing effective customer support
• Verifying professional or organisational information
• Managing business and trade relationships
• Establishing or defending legal claims
• Protecting our business, customers and service providers
Where we rely on legitimate interests, we consider the necessity of the processing and its possible effect on your rights.
Consent
We may rely on your consent for activities including:
• Non-essential cookies
• Certain analytics or advertising technologies
• Marketing where consent is required
• Other optional processing clearly presented to you
You may withdraw consent at any time. Withdrawal does not affect processing carried out lawfully before consent was withdrawn.
9. ORDERS AND CONTRACTS
When you place an order, we use personal information to:
• Identify the purchaser
• Review the basket
• Process the payment
• Confirm the delivery address
• Carry out fraud and security checks
• Send order communications
• Dispatch the order
• Arrange delivery
• Provide customer support
• Manage returns and refunds
Without necessary order information, we may be unable to accept or complete the order.
10. CUSTOMER ACCOUNTS
Where customer accounts are available, we may process information to:
• Create the account
• Authenticate access
• Display order history
• Save permitted preferences
• Provide account support
• Protect the account from unauthorised access
• Investigate suspected misuse
You are responsible for keeping your login information confidential.
Contact us promptly if you believe an account has been accessed without authorisation.
11. TRADE ACCOUNT APPLICATIONS
When you submit a trade account application, we may process information about:
• The applicant
• The organisation
• The applicant’s authority
• Purchasing requirements
• Expected order frequency
• Professional research context
• Business contact details
• Publicly available organisational information
We use this information to assess eligibility, communicate about the application and manage an approved trade relationship.
Submitting an application does not guarantee approval.
12. PAYMENTS
Payments may be processed by banks, payment providers or other financial service providers.
Those organisations may process information for:
• Payment authorisation
• Fraud prevention
• Identity verification
• Regulatory compliance
• Chargeback management
• Payment dispute handling
Payment providers may act as independent controllers for some of their processing and may provide their own privacy information.
We generally receive limited payment information such as the payment status, payment method, transaction reference and limited card-identifying information.
Do not send complete payment-card information by email, contact form or ordinary telephone enquiry.
13. DELIVERY PROVIDERS
We may share information with delivery providers where necessary to:
• Create shipping labels
• Deliver an order
• Provide tracking
• Communicate delivery updates
• Investigate delays
• Confirm delivery
• Investigate damage, loss or non-receipt
• Process delivery claims
Information shared may include your name, address, telephone number, email address, order reference and delivery instructions.
Delivery providers may process information under their own privacy terms where acting as independent controllers.
14. CUSTOMER SUPPORT AND ENQUIRIES
When you contact us, we may use the information provided to:
• Identify you
• Identify the relevant order
• Respond to the enquiry
• Review product information
• Review available analytical documentation
• Investigate a complaint
• Manage a return or refund
• Maintain an enquiry record
• Protect customer information from unauthorised disclosure
We may request additional information where necessary to verify your identity or authority before discussing an account or order.
15. PHOTOGRAPHS AND SUPPORTING DOCUMENTS
We may ask you to provide photographs or documents when investigating:
• Transit damage
• Incorrect products
• Missing products
• Packaging issues
• Delivery disputes
• Returns
• Refunds
• Trade account information
• Formal complaints
Provide only information relevant to the enquiry.
Remove or obscure unrelated personal information before sending a document where possible.
16. FRAUD PREVENTION AND SECURITY
We may use information to identify and prevent:
• Payment fraud
• Account misuse
• Identity misuse
• Unauthorised transactions
• False return or non-delivery claims
• Website attacks
• Attempts to bypass purchasing restrictions
• Other unlawful activity
We may share relevant information with payment providers, banks, fraud-prevention services, security providers, delivery providers, insurers, professional advisers or authorities where necessary and lawful.
Fraud-prevention information may affect whether an order is accepted, delayed or cancelled.
17. WEBSITE ANALYTICS
We may use website measurement and analytics tools to understand:
• How visitors use the website
• Which pages are viewed
• Whether website functions operate correctly
• How visitors reach the website
• General device and browser information
• Website errors and performance
• The effectiveness of website improvements
Where consent is legally required, non-essential analytics will be used only after valid consent has been provided.
We may use aggregated or anonymised information that no longer identifies individual users.
18. COOKIES AND SIMILAR TECHNOLOGIES
Cookies and similar technologies may be used for:
• Essential website operation
• Shopping basket functions
• Checkout
• Customer account access
• Security
• Fraud prevention
• Remembering preferences
• Website measurement
• Marketing and advertising, where permitted
Essential technologies may be used where necessary to provide the website or a service you requested.
Where consent is required, non-essential cookies and similar technologies will not be activated until you have made an appropriate choice.
You can manage available choices through the website’s cookie or privacy controls.
You may also adjust browser settings, although blocking essential technologies may prevent parts of the website from working correctly.
19. DIRECT MARKETING
We may send marketing communications where:
• You have given valid consent
• The communication is otherwise permitted by applicable electronic marketing law
• A lawful business-to-business marketing basis applies
Where the permitted customer marketing exception is used, marketing will concern our own similar products or services and an opt-out will be provided when details are collected and in each subsequent message.
You may unsubscribe at any time by:
• Using the unsubscribe option in the message
• Changing available account preferences
• Contacting Sales@primeresearchsupply.co.uk
We may retain limited suppression information after an unsubscribe request so that the preference can continue to be respected.
Withdrawing from marketing does not stop necessary order, account, security or legal communications.
20. WHO WE MAY SHARE INFORMATION WITH
We may share personal information with appropriate recipients including:
• Ecommerce platform providers
• Website hosting providers
• Payment providers
• Banks and financial institutions
• Fraud-prevention providers
• Identity and address-verification providers
• Delivery providers
• Warehouse or fulfilment providers
• Email and communications providers
• Cloud storage and IT providers
• Customer-support systems
• Website analytics providers
• Advertising providers, where permitted
• Accountants
• Auditors
• Insurers
• Solicitors and professional advisers
• Regulators
• Courts
• Law enforcement agencies
• Tax authorities
• A purchaser, investor or successor involved in a genuine business reorganisation or transfer
We share only information reasonably necessary for the relevant purpose.
Service providers acting on our behalf are required to process information only for authorised purposes and to protect it appropriately.
21. SHOPIFY
Our online store is hosted using Shopify.
Shopify and its related service providers may process personal information needed to:
• Host the store
• Operate the checkout
• Provide customer accounts
• Process website activity
• Maintain security
• Prevent fraud
• Support ecommerce functions
• Provide technical services
Shopify may process information in accordance with its own privacy information and contractual obligations.
Some Shopify services, integrations or applications may involve processing outside the United Kingdom.
22. THIRD-PARTY APPLICATIONS AND SERVICES
The website may use applications or integrations provided by third parties.
These may support functions such as:
• Payments
• Customer accounts
• Delivery tracking
• Email communication
• Website analytics
• Marketing preferences
• Fraud prevention
• Customer support
Third parties may process information as our service providers or, in some circumstances, as independent controllers.
We are not responsible for the privacy practices of an independent third party, but we take reasonable steps to select appropriate service providers.
23. LEGAL AND REGULATORY DISCLOSURES
We may disclose personal information where necessary to:
• Comply with law
• Respond to a court order
• Respond to a lawful authority request
• Protect a person’s rights or safety
• Investigate fraud
• Enforce a contract
• Establish or defend legal claims
• Protect PRIME RESEARCH SUPPLY
• Protect customers or service providers
We will not disclose more information than is reasonably necessary for the relevant lawful purpose.
24. BUSINESS CHANGES
If PRIME RESEARCH SUPPLY or relevant business assets are reorganised, sold, transferred, merged or acquired, personal information may be shared with relevant advisers, prospective purchasers or successors.
Information will be disclosed only where reasonably necessary and subject to appropriate confidentiality and data-protection requirements.
Any successor using personal information must continue to comply with applicable data-protection law.
25. INTERNATIONAL TRANSFERS
Some service providers may process or make personal information accessible outside the United Kingdom.
Where a restricted international transfer takes place, we will use a legally recognised transfer mechanism where required, such as:
• UK adequacy regulations
• The UK International Data Transfer Agreement
• The UK Addendum to approved contractual clauses
• Another lawful safeguard or exception
We also consider the security, necessity and proportionality of relevant transfers.
You may contact us for further information about safeguards used for a particular category of transfer.
26. HOW LONG WE KEEP INFORMATION
We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including legal, tax, accounting, security and claims requirements.
Retention periods are determined by factors including:
• The type of information
• The purpose for which it is used
• Whether an order or account remains active
• Legal record-keeping requirements
• Tax and accounting obligations
• Fraud-prevention requirements
• Complaint or dispute periods
• Limitation periods for legal claims
• Security requirements
• Whether consent has been withdrawn
Order and transaction records may normally be retained for a period consistent with tax, accounting and legal-claims requirements.
Customer-service information may be retained for as long as needed to manage the enquiry and any related order, complaint or claim.
Unsuccessful trade account applications will be retained only for as long as reasonably necessary to record and administer the decision, prevent repeated misuse and respond to related questions.
Marketing information may be retained until you unsubscribe or the information is no longer required. Limited suppression information may be retained after an opt-out.
When information is no longer needed, it will be deleted, anonymised or securely restricted.
27. INFORMATION SECURITY
We use reasonable technical and organisational measures intended to protect personal information against:
• Unauthorised access
• Unlawful use
• Accidental loss
• Destruction
• Alteration
• Unauthorised disclosure
• Website attacks
• Account misuse
Measures may include:
• Access controls
• Password controls
• Secure connections
• System monitoring
• Restricted administrative access
• Service-provider assessments
• Backups
• Fraud-prevention tools
• Staff or contractor confidentiality requirements
No website, email system or method of electronic storage can be guaranteed to be completely secure.
You are responsible for protecting your customer account credentials and for using a secure device and network.
28. PERSONAL DATA BREACHES
Where a personal data breach occurs, we will assess:
• The nature of the information affected
• The people who may be affected
• The likely consequences
• The measures needed to contain the breach
• Whether notification is legally required
Where required by law, we will notify the Information Commissioner’s Office and affected individuals.
29. CHILDREN
The website and products are not intended for purchase by anyone under 18.
We do not knowingly accept orders or trade account applications from children.
If you believe that a person under 18 has submitted personal information, contact us so the matter can be reviewed.
30. AUTOMATED DECISION-MAKING
Automated systems may be used to assist with:
• Fraud screening
• Payment checks
• Website security
• Address verification
• Risk indicators
• Marketing measurement, where permitted
These systems may flag an order for review, delay or further verification.
We do not intend to make a solely automated decision producing a legal or similarly significant effect unless:
• A valid lawful basis applies
• The processing is permitted by law
• Appropriate safeguards are provided
Payment, fraud-prevention or financial service providers may make their own decisions under their own privacy terms.
Where you have applicable rights relating to a significant automated decision, you may contact us to request information or human review.
31. YOUR DATA-PROTECTION RIGHTS
Depending on the circumstances and the lawful basis used, you may have the following rights.
Right to be informed
You have the right to clear information about how your personal information is used.
Right of access
You may ask whether we hold personal information about you and request a copy.
Right to rectification
You may ask us to correct inaccurate information or complete incomplete information.
Right to erasure
You may ask us to delete personal information in certain circumstances.
This right is not absolute and information may need to be retained for contractual, legal, security or claims purposes.
Right to restriction
You may ask us to restrict processing in certain circumstances.
Right to data portability
Where applicable, you may request certain information you provided in a structured, commonly used and machine-readable format or ask for it to be transferred to another organisation.
Right to object
You may object to processing based on legitimate interests in certain circumstances.
Right to withdraw consent
Where processing is based on consent, you may withdraw that consent at any time.
Withdrawal does not affect processing carried out before the withdrawal.
Rights relating to automated decisions
You may have rights relating to decisions made solely by automated means that produce legal or similarly significant effects.
32. YOUR RIGHT TO OBJECT
You have the right to object at any time to personal information being used for direct marketing.
Where you object to direct marketing, we will stop using your personal information for that purpose.
You may also object to processing based on legitimate interests.
Where an objection concerns legitimate interests, we will stop the relevant processing unless we can demonstrate a lawful reason to continue or the information is needed for legal claims.
Send objections to:
Sales@primeresearchsupply.co.uk
33. HOW TO EXERCISE YOUR RIGHTS
To make a data-protection request, contact:
Sales@primeresearchsupply.co.uk
Use the subject line:
Data Protection Request
Include:
• Your full name
• Your contact information
• The right you wish to exercise
• Enough information to identify the relevant records
• Any relevant order or account information
We may request reasonable evidence of identity or authority before disclosing or changing personal information.
Where another person acts for you, we may request evidence that they are authorised.
We will respond without undue delay and normally within one month after receiving the request and any information reasonably required to verify identity or authority.
Where a lawful extension is required because a request is complex or multiple requests have been made, we will explain this.
Rights are subject to applicable legal limits and exemptions.
34. CORRECTING ACCOUNT OR ORDER INFORMATION
You can contact us to correct personal information connected with an account or order.
Certain order information may need to be retained as an accurate record of the original transaction.
Where a delivery address needs to be changed, contact us immediately. We cannot guarantee that a delivery address can be changed after processing or dispatch has begun.
35. DATA-PROTECTION COMPLAINTS
You have the right to complain if you believe that personal information has not been handled properly.
Send a data-protection complaint to:
Sales@primeresearchsupply.co.uk
Use the subject line:
Data Protection Complaint
Include:
• Your full name
• Your contact information
• A clear description of the complaint
• Relevant dates
• Any order or account reference
• Supporting information
• The outcome you are requesting
We will:
• Provide a way for you to raise the complaint
• Acknowledge receipt within 30 days
• Investigate the complaint without undue delay
• Make appropriate enquiries
• Keep you informed where the investigation remains ongoing
• Explain the outcome without undue delay
We may request evidence of identity or authority where necessary.
36. COMPLAINTS TO THE INFORMATION COMMISSIONER’S OFFICE
We ask that you raise the matter with PRIME RESEARCH SUPPLY first so that we have an opportunity to investigate.
You also have the right to complain to the UK data-protection supervisory authority:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Making a complaint does not affect any other legal rights available to you.
37. LINKS TO OTHER WEBSITES
The website may contain links to third-party websites.
Third-party websites operate under their own privacy policies and terms.
We are not responsible for the privacy practices, security or content of a website that we do not own or control.
Review the privacy information of a third party before submitting personal information to it.
38. CHANGES TO THIS PRIVACY POLICY
We may update this Privacy Policy to reflect:
• Changes in law
• Changes to the website
• Changes to service providers
• Changes to our processing activities
• Security requirements
• Operational changes
• Improvements in clarity
The updated policy will be published on the website with a revised date.
Where a change materially affects how existing personal information is used, we will provide additional notice where required.
39. CONTACT US
Questions, rights requests and complaints relating to personal information should be sent to:
PRIME RESEARCH SUPPLY
20 Wenlock Road
London
England
N1 7GU
United Kingdom
Email: Sales@primeresearchsupply.co.uk
Telephone: 07949 499597
Preferred contact method: Email
Public retail premises: No
Customer collection: Not available unless confirmed in writing
Walk-in returns: Not accepted