Policies

Privacy policy

Who we are

Crundwheel is a sole trader operating from Ashlea House, Cambridge Road, Melbourn, SG8 6EY, United Kingdom. For anything about how your data is used, contact hello@crundwheel.com. You can also complain to the UK's data protection regulator, the Information Commissioner's Office, though we'd rather you told us first so we can fix it.

Placing an order

To fulfil an order we collect your name, delivery address, email and phone number, and pass your payment details directly to PayPal -- we never see or store your card details ourselves. This is processed under contract: we need it to make and deliver what you've bought. PayPal processes your payment as its own separate responsibility, under PayPal's own privacy policy, not ours.

Your order confirmation email is sent through Brevo, an email delivery service acting as our processor -- it only sees what's needed to send that one email.

We keep order records (including the personal details on them) for at least 6 years, which is the standard UK guidance for business accounting and tax records -- this is a legal obligation, not a choice, and applies even if you ask us to delete your data (see "Your rights" below).

Cookies and your choices

When you first visit, a banner asks you to Accept or choose Essential only. That choice is stored in a cookie (cw_consent) for 12 months. Choosing Essential only means the Meta Pixel described below never loads; choosing Accept turns it on immediately, and it stays on for later visits until you clear your cookies. This is the lawful basis of consent -- you can withdraw it at any time by clearing your cookies and choosing Essential only on your next visit.

A separate, always-on set of cookies (cw_attrib, cw_attrib_last) records which link or ad brought you here -- referrer and campaign parameters only, kept for 30 days. We treat these as strictly necessary for attributing an order to the marketing that produced it, the same way a mail-order catalogue code would be, so they're set regardless of the banner choice above. We're flagging this plainly rather than burying it: this is a judgement call on our part, not a settled point of law -- some regulators' guidance treats attribution cookies like these as needing consent the same as advertising cookies, and we've chosen not to gate them behind the banner. Tell us if you'd rather we didn't set them and we'll look at how to exclude you.

Meta Pixel (Facebook/Instagram)

If you accept cookies, we load Meta's Pixel, which sets its own cookies (_fbp, _fbc) and tells Meta when you view a product, add something to your basket, start checkout, or complete an order, so we can measure how our Facebook and Instagram ads perform and show ads to people likely to be interested in Crundwheel's products. Meta's own use of this data is governed by their policies, linked from Meta's Business Help Centre. Meta is based in the US/Ireland and may process this data outside the UK under its own safeguards.

Conversions API (server-side)

Separately from the Pixel, our own server sends Meta a record of each completed order -- your email, delivery address details, and the order total, all one-way hashed before it leaves our server except for the order total and identifiers Meta needs to match the order to an ad. This runs whether or not the Pixel loaded in your browser, and is matched against the Pixel event (when there is one) so the same purchase isn't double-counted. Like the Pixel above, this only runs on the basis of your consent to the banner.

Web analytics

We also run our own self-hosted analytics (Umami) to see which pages and products get visited. It doesn't use cookies and doesn't identify you personally -- it counts page views and a few on-site actions (viewing a product, adding to basket, starting checkout, completing an order) in aggregate. This runs on our own server, not a third party's, under legitimate interest -- understanding which products people look at is a reasonable thing for us to want to know, and it doesn't identify you individually. We currently keep this data indefinitely; we haven't set up automatic deletion of old analytics data yet.

Your rights

You can ask us what data we hold about you, ask us to correct it, or ask us to delete it, by emailing hello@crundwheel.com. We can delete marketing/analytics data (Pixel cookies, attribution cookies) straightforwardly. We can't fully delete an order record while our legal obligation to keep accounting records is still running (see "Placing an order" above) -- we'll tell you if that applies rather than silently ignoring the request.

Who we share data with

PayPal (payment processing, acts as its own controller for your payment details), Brevo (sends our order emails on our behalf), Microsoft Azure (hosts our website, database and uploaded images), and Meta (Pixel/Conversions API, only if you've accepted cookies). We don't sell your data to anyone, and we don't share it with anyone not listed here.

Terms of use

These terms cover using this website (crundwheel.com) itself, as distinct from buying something -- see "Terms of sale" below for that.

The site

Crundwheel is a sole trader operating from Ashlea House, Cambridge Road, Melbourn, SG8 6EY, United Kingdom. Everything on this site -- text, photos and page design -- belongs to Crundwheel unless stated otherwise, except the parts we're explicit about crediting elsewhere: a Guest Design product page links back to the original designer and their source file, and we don't claim to have designed those parts ourselves.

Use this site lawfully and don't try to disrupt it (scraping, overloading it, attempting to access anything you're not meant to). We link out to a few third-party sites (PayPal, WhatsApp, the ICO) for convenience; we don't control them and aren't responsible for their content.

We try to keep the site accurate and available, but it's run by one person on a single small server -- we don't promise it'll always be up, or that every product photo/spec is pixel-perfect at every moment.

Governing law

These terms, and the terms of sale below, are governed by the law of England and Wales, and the English and Welsh courts have jurisdiction over any dispute -- the normal default for a UK-based business, not a deliberate choice to favour one side.

Terms of sale

These terms apply once you place an order. Nothing here affects your statutory rights as a consumer under the Consumer Rights Act 2015.

Made to order

Every part is 3D-printed to order, in the material and colour you choose at checkout -- nothing is held as pre-made stock. We normally print and ship within 48 hours of an order going through, but that's a normal-case expectation, not a guaranteed delivery date. If your chosen colour is out of stock, we'll reorder the filament first, which adds a short delay -- the product page tells you if that applies before you buy.

An order with a non-standard colour request, or a note left in the checkout's customisation box, is held for our review before any payment is taken -- we'll contact you first rather than print and charge for something we haven't confirmed we can make.

Right to cancel

Because every item is manufactured specifically for your order (material, colour and any customisation are chosen by you, not picked from ready-made stock), these are made-to-order/bespoke goods, and the standard 14-day right to cancel a distance-sale purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply once we've accepted the order -- regulation 28(1)(b) exempts goods made to the consumer's specifications. If you need to change or cancel an order, email hello@crundwheel.com as soon as possible; we'll help if we can, but can't promise anything once printing has started.

Prices and payment

All prices are shown in GBP. Payment is taken through PayPal at checkout, or via a payment link we send you directly for an order we've reviewed and adjusted first. We don't currently state a VAT breakdown on orders -- contact us if you need this confirming for a specific order.

Delivery

We currently ship within the UK only. Risk in the goods (e.g. loss or damage in transit) passes to you on delivery.

Returns policy

Because every part is printed specifically for your order (see "Made to order" above), we don't offer change-of-mind returns or exchanges -- there's no ready-made stock to put a returned item back into. This section covers what we do cover: a genuine fault.

What's covered

If a part arrives with a genuine printing defect -- something wrong with the print itself, not caused by use, impact or handling after delivery -- email hello@crundwheel.com with photos showing the problem. You don't need to send the part back; photos are enough for us to assess it. If we agree it's a genuine defect, we'll print and ship a free replacement.

What's not covered

3D-printed parts are more prone to breaking than injection-moulded ones -- that's a property of the material and process, not itself a defect. Cracking, snapping or delamination from an impact, a fall, over-tightened bolts, or normal wear after delivery isn't covered. If you're not sure which applies, send us photos and we'll give you a straight answer either way.

This is separate from, and doesn't reduce, your statutory right under the Consumer Rights Act 2015 to goods that are of satisfactory quality, fit for purpose and as described -- if a part is genuinely faulty, tell us and we'll sort it.