What we keep, and for how long.

This notice covers panhollow.com and every enquiry, quotation, invoice, warranty claim and after-sales message that follows from it. The party responsible for the personal data is the operator of this site, the Hong Kong trading company named at the foot of this page. If you only browse the catalogue without writing to us, the only data involved is the ordinary server log described in section 03.

When you write to us we keep the name, email address, optional telephone or WhatsApp number, company name, delivery and invoicing address, the pieces and quantities you ask about, your destination country, and the text of your message. If you make a claim, we also keep the order reference, the SKU, the photographs you send of the carton, the packing and the piece, and the notes we make while assessing it. Warranty and claims correspondence, including those photographs, is retained together with the order record rather than in a separate folder, so the whole history sits in one file if the same piece comes back to us again.

Our web server records the usual technical data: IP address, the page requested, the referring page, the browser and device string, and the time of the request. We use those logs to keep the site up, to spot scraping and brute-force attempts, and to fix broken links. Logs are kept for up to ninety days and are then discarded on a rolling basis. We do not build a profile of you from them.

This site sets a session cookie so that a quantity or colour choice survives a page change, and a short-lived cookie for the enquiry basket. There is no advertising cookie, no remarketing pixel and no third-party analytics tag on this domain. If you block cookies in your browser, the catalogue still works; only the basket memory is lost.

We use your data to answer the enquiry, confirm stock and weight, quote freight, raise the invoice, arrange the courier, handle a warranty or returns claim, and meet Hong Kong bookkeeping and tax duties. Under the Personal Data (Privacy) Ordinance we collect only what is necessary for those purposes, use it for no new purpose without telling you, and rely on your consent given by writing to us, plus our legitimate need to keep commercial records and defend a claim.

Our mailbox provider carries the correspondence; our courier or freight forwarder receives the name, address, telephone and a commercial invoice description needed to deliver and clear the goods; our bank sees the payer and payee details of a transfer; our accountant sees the invoices. Each of them receives the minimum needed for their job. We do not sell, rent or trade personal data, and we do not pass a mailing list to any marketer.

Mail is processed on servers that may sit outside Hong Kong, and a courier network will move your name and address to the destination country so that the parcel can be delivered and cleared by customs. Where that happens we use providers with contractual confidentiality and security obligations, and we transfer only the fields the delivery or the mail service needs. Customs authorities in the destination country may require the receiver name, address and value, and they act as independent authorities.

Enquiry records that never become an order are deleted after twenty-four months. If an order follows, the commercial record is kept for seven years to satisfy Hong Kong accounting requirements, and that record includes the invoice, the packing list, the correspondence about the order and any claim photographs. Server logs fall away after ninety days. When a retention period ends we delete or anonymise the data rather than keep it as an archive.

You may ask what personal data we hold about you, request a copy, ask us to correct anything inaccurate, and ask us to delete data we no longer have a lawful reason to keep. Write to the address at the foot of this page and describe what you want. We answer within forty days, usually much sooner, and we may ask one or two questions to confirm that the request really comes from you. We do not charge for a request unless it is manifestly unreasonable.

If you are unhappy with how we handled your data, write to us first and say so; most problems are a misfiled email and we can fix that quickly. If our answer does not satisfy you, you may complain to the Privacy Commissioner for Personal Data in Hong Kong, which supervises the Personal Data (Privacy) Ordinance. We will co-operate with any enquiry the Commissioner makes. This does not affect any other remedy you may have.

This site sells professional and household cookware and is not directed at children. We do not knowingly collect data from anyone under sixteen. If a parent or guardian tells us that a child has sent us personal data, we delete it once we have confirmed the request and have no outstanding commercial reason to keep it.

When the way we handle data changes, we update this page and move the date at the bottom. A material change, such as a new category of recipient, is also mentioned in the next email we send to an active customer. Continuing to use the site after an update means you have seen the current version; the version that applies to an order is the one in force on the day the invoice is issued.