This Privacy Policy explains how MugFactory collects, uses and protects personal information when you visit www.custommugfactory.com, contact us, request a quote or place a custom mug order.
MugFactory is the controller of the personal information described in this policy. Our business address is No. 3, Wanyi Road, Xishan Office, Liling City, Hunan Province, China. If you need the full registered entity name and registration number for a contract or data-processing agreement, contact us and we will provide it.
1. Scope
This policy applies to our website, inquiry forms, email, phone and messaging communications, quotations, orders and after-sales support. It does not apply to third-party websites or services that we do not control.
2. Personal information we collect
Depending on how you interact with us, we may collect:
- Inquiry and quote data: name, business email address, phone or WhatsApp number, company name, country, product requirements, quantity, target market, artwork or reference files and any message you send us.
- Order and contract data: billing and delivery addresses, purchase order references, tax or customs identifiers, payment references, shipping details and correspondence about the order.
- Communications: emails, form submissions, meeting notes, sample approvals and after-sales requests.
- Technical data: IP address, browser type, device type, referring page, pages visited and server log information. This is used for website security, diagnostics and aggregate traffic understanding.
- Cookies and similar technologies: information described in our Cookie Policy, including language preferences and essential authentication cookies.
We do not ask for full payment card numbers through the website. Payments are normally arranged through bank transfer or as stated on the proforma invoice. Please do not send sensitive personal information or government identity documents unless we specifically request them for a lawful purpose.
3. How and why we use personal information
- Responding to inquiries and preparing quotes: to understand your requirements, recommend products and send a quotation. This is necessary to take steps at your request before entering a contract and, where applicable, our legitimate interest in responding to business inquiries.
- Performing orders: to produce, inspect, pack, ship and support the goods, manage payments and provide after-sales service. This is necessary to perform our contract with you.
- Communication and account management: to answer questions, arrange samples, share production updates and manage our business relationship.
- Website security and improvement: to protect the website, prevent fraud or abuse, diagnose technical issues and understand aggregate usage. This is based on our legitimate interests in operating a secure and effective website.
- Legal compliance: to keep accounting, tax, customs, quality and compliance records and respond to lawful requests from authorities.
- Marketing: to send relevant business updates or product information where permitted by law. You can opt out at any time using the unsubscribe link or by contacting us.
4. Legal bases for processing (EEA and UK)
Where the GDPR or UK GDPR applies, we rely on the following legal bases: performance of a contract or steps taken at your request before a contract; our legitimate interests in running and developing our business, provided those interests are not overridden by your rights; compliance with legal obligations; and consent where we expressly ask for it, such as for optional marketing communications. You may withdraw consent at any time without affecting processing carried out before withdrawal.
5. Sharing personal information
We do not sell personal information for monetary consideration. We may share information with service providers and parties who need it to support your inquiry or order, including:
- website hosting, IT support and form-processing providers;
- email, communication and file-storage providers;
- factories and production partners within our exclusive Liling network;
- freight forwarders, customs brokers and delivery providers;
- banks and payment service providers;
- testing, inspection, certification and audit bodies where required for your market or order;
- professional advisers, insurers and authorities where required by law.
These parties receive only the information needed for their function and are expected to protect it. Some processing may be carried out by our team in China or by providers in other countries; see section 6.
6. International transfers
Our business is based in China, and some service providers may process information outside your country. Where required, we use appropriate safeguards such as Standard Contractual Clauses, the UK Addendum or other lawful transfer mechanisms, and we take steps to protect information in accordance with this policy. You can contact us for more information about the safeguards used for your data.
7. Retention
We keep personal information only as long as needed for the purposes described above. Inquiry and quote records are normally kept for up to 24 months after the last meaningful contact, unless a longer period is needed to establish or defend a legal claim. Order, accounting, tax, customs and compliance records are kept for the period required by applicable law. Cookie and technical data are kept according to the durations described in our Cookie Policy.
8. Security
We use reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse or alteration. These include access controls, secure connections, restricted sharing and retention practices. No method of transmission or storage is completely secure, so we cannot guarantee absolute security.
9. Your rights
Depending on your location, you may have the right to:
- access the personal information we hold about you;
- request correction of inaccurate or incomplete information;
- request deletion of information, subject to legal retention requirements;
- object to or request restriction of certain processing;
- request portability of information you provided to us;
- withdraw consent where processing is based on consent;
- lodge a complaint with your local data-protection authority.
If you are a California resident, you may have rights to know, delete, correct or opt out of the sale or sharing of personal information, and not to be discriminated against for exercising those rights. We do not sell personal information or share it for cross-context behavioural advertising. To exercise a right, contact us using the details below; we may need to verify your identity and authority before responding.
10. Marketing communications
We may send business updates or product information where permitted by law. You can opt out at any time by using the unsubscribe link in the message or by emailing vip@custommugfactory.com. Opting out does not stop transactional messages about an active order or inquiry.
11. Children
Our website and services are directed to businesses and are not intended for children. We do not knowingly collect personal information from children. If you believe a child has provided information, contact us and we will take appropriate steps to delete it.
12. Third-party links
Our website may link to third-party sites, including translation, map or social-media services. Those sites have their own privacy policies, and we are not responsible for their practices. Review their policies before providing personal information.
13. Cookies
We use cookies and similar technologies as described in our Cookie Policy. That policy explains the categories we use, why we use them and how you can control them.
14. Changes to this policy
We may update this Privacy Policy from time to time. The revised version will be posted on this page with a new “last updated” date. Material changes will be communicated where appropriate. Please review this page periodically.
15. Contact us
For privacy questions, requests or complaints, contact us at vip@custommugfactory.com or +86-18907337671, or write to MugFactory, No. 3, Wanyi Road, Xishan Office, Liling City, Hunan Province, China. Please include enough detail for us to identify the relevant information and respond.