Privacy Policy

Last Updated: 26 October 2026

This Privacy Policy explains how Comgrow 3D Technology Co., Limited (“Comgrow”, “we”, “us” or “our”) collects, uses, shares and protects personal information when you visit or make a purchase from www.crealityofficial.co.uk, contact us, or otherwise interact with our services.

Comgrow 3D Technology Co., Limited operates the Site and is the seller of products purchased through it.

Where Comgrow determines the purposes and means of processing personal information in connection with the Site, Comgrow acts as the data controller.

Creality is the brand and manufacturer of Creality products. Comgrow and the Creality brand owner or manufacturer are separate legal entities.

Where required for technical support, warranty assistance or after-sales service, relevant personal information may be shared with Creality or an authorised service provider.

1. Personal Information We Collect

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

Contact and Account Information

This may include:

• name;

• email address;

• telephone number;

• billing address;

• shipping address; and

• account information.

Order and Transaction Information

This may include:

• products purchased;

• order number;

• order date;

• transaction value;

• billing information;

• delivery details;

• returns;

• refunds; and

• communications relating to your order.

Payment Information

Payments may be processed by third-party payment providers.

Depending on your chosen payment method, those providers may process:

• payment card information;

• billing information;

• transaction identifiers; and

• authentication information.

We do not necessarily receive or retain complete payment card details.

Device and Usage Information

We may automatically collect information such as:

• IP address;

• browser type;

• device type;

• operating system;

• approximate location derived from your IP address;

• time zone;

• pages viewed;

• products viewed;

• referring pages;

• search activity;

• Site interactions;

• session information; and

• cookie or advertising identifiers.

Customer Service and Warranty Information

When you contact us, we may collect:

• order information;

• product model;

• serial number;

• description of the issue;

• photographs;

• videos;

• troubleshooting records;

• correspondence; and

• delivery or collection information.

Marketing Information

Where applicable, we may process:

• email address;

• marketing preferences;

• purchase history;

• interactions with marketing communications;

• advertising identifiers; and

• interactions with advertisements.

2. How We Use Personal Information

We may use personal information to:

• process orders;

• process payments;

• arrange shipping and fulfilment;

• provide order confirmations and invoices;

• manage returns and refunds;

• provide customer support;

• administer warranty and after-sales services;

• prevent fraud and misuse;

• operate and secure the Site;

• improve the Site and customer experience;

• comply with legal, tax and accounting obligations;

• analyse business performance; and

• provide marketing where permitted by law.

3. Lawful Bases for Processing

Under applicable UK data protection law, we must have a lawful basis for processing personal information.

Depending on the activity, we may rely on the following lawful bases.

Contract

We may process personal information where necessary to enter into or perform a contract with you, including to:

• process orders;

• arrange delivery;

• take or process payment;

• process returns and refunds; and

• provide customer support relating to your purchase.

Legal Obligation

We may process information where necessary to comply with legal obligations, including:

• accounting;

• taxation;

• consumer protection requirements;

• fraud prevention obligations; and

• regulatory or legal requests.

Legitimate Interests

Where appropriate, we may process information for legitimate business interests, including:

• improving our Site and services;

• preventing fraud;

• protecting our systems;

• responding to customer enquiries;

• analysing business performance;

• managing legal claims; and

• improving customer experience.

We will consider your rights and interests before relying on legitimate interests.

Consent

Where required, we may rely on your consent for:

• non-essential cookies;

• analytics technologies;

• advertising or tracking technologies; and

• certain marketing activities.

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

Withdrawal does not affect processing that was lawful before consent was withdrawn.

4. Cookies and Similar Technologies

We use cookies and similar technologies such as pixels, tags and other identifiers to operate the Site and understand how it is used.

Strictly Necessary Technologies

These technologies may be required for:

• shopping cart functionality;

• checkout;

• account login;

• security;

• fraud prevention; and

• essential Site functions.

Analytics Technologies

Where required, we use analytics technologies with your consent to understand:

• Site traffic;

• pages viewed;

• product interactions;

• Site performance; and

• conversion activity.

Advertising Technologies

Where required, advertising technologies may only be activated after the relevant consent has been obtained.

They may be used to:

• measure advertising performance;

• understand conversions;

• create advertising audiences;

• limit repeated advertising; and

• provide more relevant advertisements.

Providers may include, where actually used:

• Google;

• Meta;

• Microsoft;

• TikTok; and

• other advertising partners.

You can manage non-essential cookies through the cookie consent tool available on the Site.

5. Analytics and Advertising

We may use analytics and advertising services to understand Site usage and measure marketing performance.

Google Analytics or similar services may process information about how visitors interact with the Site.

Google provides information about its privacy practices through its own privacy policy.

Where we use advertising platforms such as Google, Meta, Microsoft or TikTok, those providers may process information relating to:

• Site interactions;

• conversion events;

• purchases;

• device information;

• advertising identifiers; and

• interactions with advertisements.

Where consent is legally required, these technologies will only be activated after the relevant consent has been obtained.

You may change your cookie or advertising preferences using the cookie settings available on the Site.

6. Direct Marketing

We may send marketing communications where permitted by applicable law.

Where consent is required, we will obtain it before sending such communications.

In some circumstances, applicable law may allow us to contact existing customers regarding similar products or services.

You can opt out of marketing at any time by:

• using the unsubscribe link in a marketing email; or

• contacting us.

Opting out of marketing does not prevent us from sending service communications relating to orders, accounts, warranties, returns or customer support.

You have the right to object to direct marketing at any time.

7. Sharing Personal Information

We may share personal information with service providers where reasonably necessary to operate our business and provide our services.

Ecommerce and Website Providers

These may include:

• Shopify; and

• related ecommerce or website service providers.

Payment Providers

Depending on the payment options available on the Site, these may include:

• PayPal;

• payment processors;

• card networks;

• banks; and

• other payment service providers.

Logistics and Fulfilment Providers

These may include:

• Royal Mail;

• DPD;

• DHL;

• UPS;

• FedEx;

• Yodel; and

• other logistics or fulfilment providers actually used for an order.

Creality and After-Sales Service Providers

Where required for:

• technical diagnosis;

• warranty support;

• replacement parts;

• repairs; or

• other after-sales support,

we may share relevant information with Creality, authorised service providers or repair partners.

We will only share information reasonably necessary for the relevant service.

Analytics and Advertising Providers

Subject to applicable cookie and consent requirements, these may include:

• Google;

• Meta;

• Microsoft;

• TikTok; and

• other analytics or advertising partners.

Professional Advisers

We may share information where reasonably necessary with:

• lawyers;

• accountants;

• auditors;

• insurers; and

• tax advisers.

Legal and Regulatory Authorities

We may disclose personal information where required or permitted by law to:

• courts;

• regulators;

• law enforcement agencies;

• tax authorities; or

• other competent authorities.

8. International Transfers

Some service providers, partners or manufacturer support teams may be located outside the United Kingdom.

Personal information may therefore be processed or transferred outside the UK.

Where UK data protection law requires safeguards for an international transfer, we will use an appropriate legal mechanism.

Depending on the circumstances, this may include:

• a UK adequacy regulation;

• approved contractual safeguards;

• the UK International Data Transfer Agreement;

• an appropriate UK Addendum; or

• another legally recognised transfer mechanism.

Where appropriate, additional technical and organisational safeguards may also be used.

You may contact us for further information about safeguards applying to relevant international transfers.

9. Data Retention

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet legal, accounting, tax, warranty, fraud prevention and dispute-resolution requirements.

Retention periods vary depending on the type of information.

Order and Transaction Records

Order, invoice and transaction information may be retained for the period required under applicable tax and accounting laws.

Customer Service and Warranty Records

These records may be retained for the duration of the relevant warranty or support period and for a reasonable period afterwards where necessary to resolve disputes, manage claims or maintain service records.

Marketing Information

Marketing information may be retained until:

• you unsubscribe;

• you withdraw consent where applicable;

• you object to marketing; or

• we determine that the information is no longer required.

We may retain limited suppression-list information after an opt-out so that we can respect your preference and avoid sending further marketing.

Cookie and Analytics Information

Retention periods vary depending on the relevant technology and provider.

Further information may be available through our cookie consent tool or Cookie Policy.

When personal information is no longer required, we will delete, anonymise or securely dispose of it where appropriate.

10. Security

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

• unauthorised access;

• loss;

• misuse;

• alteration;

• disclosure; and

• destruction.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

You are responsible for keeping any account credentials confidential.

11. Your Data Protection Rights

Depending on the circumstances and applicable UK data protection law, you may have the following rights.

Right of Access

You may request information about the personal data we hold about you and obtain a copy.

Right to Rectification

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

Right to Erasure

In certain circumstances, you may ask us to delete your personal information.

This right is not absolute, and we may retain information where required by law or where another lawful reason applies.

Right to Restrict Processing

You may have the right to ask us to restrict how your information is used in certain circumstances.

Right to Data Portability

Where applicable, you may request certain personal information in a structured, commonly used and machine-readable format.

Right to Object

You may object to certain processing based on legitimate interests.

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

Right to Withdraw Consent

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

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

Rights Relating to Automated Decision-Making

Where applicable, you may have rights relating to decisions based solely on automated processing that produce legal or similarly significant effects.

12. Exercising Your Rights

To exercise your data protection rights, please contact us using the details below.

We may request reasonable information to verify your identity before responding.

You will not normally be required to pay a fee for exercising your data protection rights.

We will respond within the timeframe required by applicable law.

13. Children

Our Site and products are not primarily directed at children.

We do not knowingly intend to collect personal information from children where parental or guardian involvement is required by applicable law.

If you believe that a child has improperly provided personal information to us, please contact us so that we can investigate and take appropriate action.

14. Third-Party Websites

The Site may contain links to websites or services operated by third parties.

We are not responsible for the privacy practices of third-party websites or services outside our control.

We recommend reviewing the privacy policy of any third-party service before providing personal information.

15. Changes to This Privacy Policy

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

• changes to our business practices;

• changes to our services or technologies;

• changes to service providers; or

• legal and regulatory requirements.

The latest version will be published on this page together with the date it was last updated.

Where appropriate, we may provide additional notice of material changes.

16. Complaints

If you have concerns about how we process your personal information, please contact us first so that we can investigate.

You may also have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK data protection supervisory authority.

More information is available at:

www.ico.org.uk

17. Data Controller and Contact Information

The data controller responsible for personal information processed through this Site, where Comgrow determines the purposes and means of processing, is:

Comgrow 3D Technology Co., Limited

Business Address:
Unit 1307, Beverley Commercial Centre
87–105 Chatham Road South
Tsim Sha Tsui, Kowloon
Hong Kong

Website:
www.crealityofficial.co.uk

Privacy Email:
info@creality3dofficial.com

If you have questions about this Privacy Policy, wish to exercise a data protection right, or would like to make a privacy-related complaint, please contact us using the details above.