Privacy Policy

Q: Where can I complain?

Contact us first at cs@totally-numb.com. If you are not satisfied, you can complain to the Information Commissioner’s Office at ico.org.uk.

Q: Who is the data controller?

Matrix Health Group Ltd (Company No. 17099304), Paddock Business Centre, 2 Paddock Road, Skelmersdale, Lancashire, WN8 9PL. Registered in England and Wales. Contact: cs@totally-numb.com.

Q: How do I request deletion of my data?

Email cs@totally-numb.com with your request. We will respond within 30 days.

Q: How do I opt out of marketing emails?

Click the unsubscribe link in any marketing email, or contact cs@totally-numb.com.

This policy explains how Totally Numb (a trading name of Matrix Health Group Ltd) collects, uses, and protects your personal information when you visit our website, make a purchase, or communicate with us. We are committed to protecting your privacy in accordance with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Our contact details for data protection enquiries: cs@totally-numb.com.

What we collect

Direct Information you provideName, email, postal address, phone number, and payment details when you place an order or contact us.

Automatic Automatic informationYour IP address, browser type, device information, and how you interact with our site, collected via cookies and similar technologies.

Third party Third-party informationPayment processors and Shopify may provide us with information necessary to complete your order.

How we use your information

We use your personal information to process and fulfil your orders, communicate with you about your purchases, respond to your enquiries, improve our website and services, comply with legal obligations, and prevent fraud. Where we send marketing communications, we do so only with your consent and you can opt out at any time.

Who we share it with

We share your information only where necessary: with Shopify (our e-commerce platform), payment processors to complete transactions, delivery partners to fulfil your orders, and where required by law. We do not sell your personal information to third parties.

Cookies

We use cookies to operate the site, remember your preferences, and understand how visitors use our pages. For full details on the cookies we use and how to manage them, see our Cookie Policy.

Your rights

Under UK GDPR, you have the right to access, correct, or delete your personal data, to restrict or object to processing, and to data portability. To exercise any of these rights, contact us at cs@totally-numb.com. We will respond within 30 days. If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at ico.org.uk.

Data retention

We retain your personal information for as long as necessary to fulfil the purposes for which it was collected, including to satisfy any legal, accounting, or reporting requirements. Order data is retained for six years in accordance with UK tax and accounting obligations.