Privacy policy

Last updated: 21 October 2026

This Privacy Policy describes how Kandes (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from kandes.eu (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To provide the Services, we collect personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide or improve the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

• Contact details including your name, address, phone number, and email.
• Order information including your name, billing address, shipping address, payment confirmation, email address, and phone number.
• Account information including your username, password, security questions and other information used for account security purposes.
• Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect about Your Usage

We may also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Information We Obtain from Third Parties

Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

• Companies who support our Site and Services, such as Shopify.
• Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.
• When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. Also see the section below, Third Party Websites and Links.

How We Use Your Personal Information

• Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including to process your payments, fulfill your orders, to send notifications to you related to your account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and other features and functionalities related to your account. We may also enhance your shopping experience by enabling Shopify to match your account with other Shopify services that you may choose to use. In this case, Shopify will process your information as set forth in its Privacy Policy and Consumer Privacy Policy.
• Marketing and Advertising. We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites. If you are an EEA resident, the legal basis for these data processing activities is our legitimate interest in selling our products, according to Art. 6 (1) (f) GDPR.
• Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately. If you are an EEA resident, the legal basis for these data processing activities is our legitimate interest in keeping our website secure for you and other customers, according to Art. 6 (1) (f) GDPR.
• Communicating with You and Service Improvement. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you according to Art. 6 (1) (f) GDPR.

Cookies

Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

Advertising and Analytics Technologies

To promote our products and understand how our Site is used, we work with third-party advertising and analytics providers that place cookies and similar technologies (such as pixels and tags) on your device. On our Site these currently include:

• Meta Pixel and Conversions API (Meta Platforms Ireland Ltd.): to measure and target our advertising on Facebook and Instagram. These tools collect information about how you interact with our Site, such as your IP address, device and browser information, and Meta cookie identifiers; the Conversions API may also send Meta a hashed, pseudonymised version of information such as your email address to measure conversions. For the collection and transmission of this data, we and Meta Platforms Ireland Ltd. act as joint controllers under Article 26 GDPR and Meta’s Controller Addendum; Meta then processes the data as an independent controller for its own purposes. The essence of this arrangement is available on request via the Contact section below, and you may exercise your rights against either party.
• Google Ads (Google Ireland Ltd.): to measure the performance of our advertising and to show you relevant ads across Google’s network.
• Google Analytics 4 (Google Ireland Ltd.): to understand how visitors use our Site so we can improve it.

For EEA and UK visitors, these technologies load only after you give your consent through our cookie banner. The legal basis is your consent (Art. 6(1)(a) GDPR, together with the applicable ePrivacy rules for storing information on, or accessing information from, your device). You can change or withdraw your consent at any time through the cookie settings on our Site, with effect for the future; withdrawing consent does not affect processing carried out before withdrawal.

Some of these providers are based in, or transfer data to, the United States. Meta Platforms, Inc. and Google LLC are certified under the EU-U.S. Data Privacy Framework, and we rely on the European Commission’s adequacy decision for that Framework as the basis for those transfers; where a provider or transfer is not covered by the Framework, we rely on the European Commission’s Standard Contractual Clauses or another approved safeguard. A copy of the applicable safeguards can be requested via the Contact section below. For details of each provider’s own processing, please see Meta’s and Google’s privacy notices.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for contract fulfillment purposes, legitimate purposes and other reasons subject to this Privacy Policy. Such circumstances may include:

• With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
• With business and marketing partners to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
• When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.
• With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
• In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.
• With our authorised distributor in Switzerland, Hochwert GmbH (Switzerland), where your enquiry relates to a part of the Swiss market that Hochwert serves. In that case we forward the contact details you provide (such as your name, email, phone number and company) and the content of your enquiry so that Hochwert can follow up with you directly. We do this because it is necessary to handle the enquiry you have asked us to deal with and in our legitimate interest in connecting you with the authorised local distributor (Art. 6(1)(f) GDPR); you may object at any time by contacting us. Hochwert acts as an independent controller and uses your information in accordance with its own privacy notice; objecting with us stops any further forwarding but does not undo what Hochwert has already received, so to have data already shared with Hochwert deleted please contact Hochwert directly.

Lead Ads on Meta Platforms (Facebook and Instagram)

We advertise on the Meta platforms Facebook and Instagram using lead ads with Meta's instant forms. If you submit such a form, we receive the information you enter there: your first and last name, email address, phone number, and your answers to the questions in the form. For the collection of this information on the Meta platforms, we and Meta Platforms Ireland Limited act as joint controllers. Information on how Meta processes personal data is available in Meta's privacy policy at https://www.facebook.com/privacy/policy.

The controller for the lead data received through these forms is Kandes GmbH, Im Unterrengg 19, 8135 Langnau am Albis, Switzerland. Switzerland is recognised by the European Commission as providing an adequate level of data protection.

If you have consented to this in the form, we transfer your details to Benz Baustoffe GmbH (Benz Atelier) solely so that Benz Atelier can contact you to arrange a consultation appointment in one of its showrooms. Benz Baustoffe GmbH processes your details as a separate controller and may use them only for this purpose. The legal basis for this transfer is your consent (Art. 6(1)(a) GDPR). You can revoke your consent at any time with effect for the future, for example via the contact details in the "Contact" section below; in that case we will stop processing your lead data and inform Benz Baustoffe GmbH, which will delete the details transferred to it. We retain lead data only for as long as it is needed to arrange and follow up on the requested consultation, unless a longer retention period is required by law. The rights described in the "Your Rights" section apply to this data as well.

Product Information Guide (sampleinfo.kandes.eu)

The QR code on our samples opens our product information guide at sampleinfo.kandes.eu. The guide is operated by KANDES OOD, Southern Industrial Zone No. 67, Asparuhovo district, 9002 Varna, Bulgaria (info@kandes.eu), which is the controller for the processing described in this section, and this Privacy Policy applies to the guide. The guide sets no cookies and stores nothing on your device. Only the points below differ from the rest of this Privacy Policy.

• Hosting and delivery. The guide is hosted by Cloudflare, Inc., 101 Townsend Street, San Francisco, CA 94107, USA, as our processor. When you open a page, Cloudflare processes technical data such as your IP address, browser type, the page requested and the time of the request, in order to deliver the page and to protect the site against attacks and misuse. The legal basis is our legitimate interest in a secure and working site (Art. 6(1)(f) GDPR). Cloudflare, Inc. is certified under the EU-U.S. Data Privacy Framework; for any transfer to the United States we rely on the European Commission's adequacy decision for that Framework and otherwise on Cloudflare's Standard Contractual Clauses.
• Language. The language setting your browser sends with each request is used once to open the guide in your language. It is not stored, and you can switch language at any time in the guide.
• Visitor statistics. We use Cloudflare Web Analytics (Cloudflare, Inc.) to count page views and measure page loading times. It sets no cookies, stores nothing on your device and, according to Cloudflare, does not fingerprint visitors. Cloudflare derives the country from your IP address; we see only aggregated figures, such as the number of visits per page, country, device type and browser, and cannot identify you from them. The legal basis is our legitimate interest in understanding how the guide is used and improving it (Art. 6(1)(f) GDPR). Because the statistics do not identify you, there is nothing we could remove for you; if you prefer not to be counted, blocking the script static.cloudflareinsights.com in your browser (for example with a content blocker) stops the measurement.
• Videos. Installation videos are hosted on YouTube, a service of Google Ireland Ltd., Gordon House, Barrow Street, Dublin 4, Ireland. We use YouTube's privacy-enhanced embed (youtube-nocookie.com), and no video loads until you tap it; until then, no data is sent to Google. When you tap a video, your browser connects to YouTube. Google then receives your IP address, device and browser information and the video you are watching, and YouTube may store information in your browser (for example a device identifier) or set cookies once the video plays. If you are signed in to Google, Google may link this data to your Google account; Google processes it for its own purposes as described in Google's privacy policy (https://policies.google.com/privacy). The legal basis is your consent, which you give by tapping the video (Art. 6(1)(a) GDPR, together with the applicable ePrivacy rules). Each video asks again, so you decide for every video. You can withdraw your consent with effect for the future at any time by closing the video or the page; to remove data YouTube may have stored in your browser, delete the site data for youtube-nocookie.com and youtube.com in your browser settings. Withdrawal does not affect processing that already took place. Google may transfer data to Google LLC in the United States; Google LLC is certified under the EU-U.S. Data Privacy Framework.
• Forms. If you request a quote, documents or technical data, or send us a message through the guide, we receive the details you enter (such as your name, email address, company, country and message) together with the time of the request. We use them to handle and answer your request. Before we process it, our form service performs a technical check that the domain of your email address can receive email; nothing is sent to you for this check. Your request is received through our form service hosted by Cloudflare, stored in our customer relationship system (Pipedrive OÜ, Mustamäe tee 3a, 10615 Tallinn, Estonia) and handled from our email system (Google Workspace, Google Ireland Ltd.), which is operated by our Swiss sister company Kandes GmbH; Switzerland is recognised by the European Commission as providing an adequate level of data protection. The legal bases are the handling of your request before a possible contract (Art. 6(1)(b) GDPR) and our legitimate interest in answering and following up business enquiries (Art. 6(1)(f) GDPR). As part of handling your request we may send you up to two follow-up emails about that request; we do not use your details for newsletters or other marketing without your consent. You can object to the follow-up emails at any time (Art. 21 GDPR), for example by replying "stop" to any of our emails or by writing to info@kandes.eu; we then stop. If your request concerns a part of the Swiss market served by our distributor Hochwert GmbH, the paragraph on Hochwert GmbH under "How We Disclose Personal Information" applies. We keep your request for as long as it is needed to handle it and any business relationship that follows, and delete it afterwards unless a statutory retention period applies.
• Links to kandes.eu. Links from the guide to kandes.eu carry a short tag (for example utm_source=sample) that tells us the visit came from the guide. The tag contains no personal data and does not identify you. On kandes.eu, the rest of this Privacy Policy and our cookie settings apply.

The rights described in "Your Rights", including the right to lodge a complaint described under "Complaints", apply to this data as well.

Third Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use insecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

• Right of access: You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
• Right to Delete: You may have a right to request that we delete personal information we maintain about you.
• Right to Correct: You may have a right to request that we correct inaccurate personal information we maintain about you.
• Right of Portability: You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
• Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.
• Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
• Right to object: Where we process your personal information on the basis of our legitimate interests (Art. 6(1)(f) GDPR), you may object at any time on grounds relating to your particular situation; you may object to direct marketing at any time.
• Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.

We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. We will respond to your request within the time limits set by applicable law, normally one month.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. If you are not satisfied with our response to your complaint, you have the right to lodge a complaint with a data protection supervisory authority. For the EEA, you can find a list of the responsible data protection supervisory authorities here.

International Users

Please note that we may transfer, store and process your personal information outside the country you live in. Your personal information is also processed by staff and third party service providers and partners in these countries.

If we transfer your personal information out of Europe, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please email us at info@kandes.eu.

The controller responsible for your personal information, unless stated otherwise in this Privacy Policy, is KANDES OOD, Southern Industrial Zone No. 67, Asparuhovo district, 9002 Varna, Bulgaria, info@kandes.eu.