Privacy Policy


We will keep your personal data secure and private

We do everything to really keep your personal secure and private!

When you order something from us, you obviously do not want other people to have access to your private data. Lotus 3D Printer's privacy policy always has been and always will be that we don't share any personal or company data with third parties if not absolutely necessary.

In order to offer our customers the best possible customer service we do ask for information from you so that we can provide you with the best help and customer service. In below overview you will find more details about the kind of information that we ask and for which purposes we need this information. You can also read what your rights are, who has access to your data and how long we store your data.

When you place an order at lotus3dprinters.com or via a purchase order we do need your data for below purposes...

  • To process your order in our administration
  • To make an invoice for your ordered items
  • To make sure that your order will be shipped to the address which you have inputted
  • In case our customer service needs to contact you about the status of your order, or to inform you about product availability

     

    Ordering:

    Your company name (if applicable), first name and family name

    This is information is required to to be inputted on your invoice.

    Your address detail, such as street name and number, postal code, city and country

    These details need to be included on the invoice and are required for shipping your order to you.

    Your phone number

    Your phone number will mainly be used by our customer service if we urgently need to update you about the status of your order or shipment.

    Your phone number will also be included on the shipping label in case the respective shipping company needs to contact you about making the delivery of your order.

    Your email address

    You will receive an email about the status of your order and to receive your invoice and tracking information.

    Payment details and invoicing

    Your payment data will be encrypted during the order process using SSL encryption technology.

    Online payments are being processed by payment service providers PayPal and Multisafepay. When paying with credit card, PayPal, iDeal, or other online payment options offered your details will be sent directly from our SSL technology encrypted environment to PayPal or Multisafepay. PayPal and/or Multisafepay will process the respective payments.

    If you choose to pay via a bank transfer then this information will only be used to reconcile the payment received with the outstanding invoice for your order. Furthermore we will only use your bank account details in case we have to make a payment or refund to you.

    Our invoices contain the following data: Company name and VAT number (if applicable), first name, family name, invoicing address details, shipping address details, invoice number, and order number.

     

     

    Delivery:

    In order to process your order and to make sure that your order will be delivered to the correct address as soon as possible we will need below details. These details will be shared with the respective logistic service partners who will deliver your order to you.

     

    Your company name (if applicable), first name and family name

    The recipient for the order is shown on the shipping label and can sign for receipt of the parcel.

    Your address detail, such as street name and number, postal code, city and country

    This information is needed so our logistic service partner can make sure that your order will be delivered to you.

    Your phone number

    Your phone number will mainly be used by our customer service if we urgently need to update you about the status of your order or shipment.

    Your phone number will also be included on the shipping label in case the respective shipping company needs to contact you about making the delivery of your order.

    Your email address

    You will receive an email about the status of your order and to receive your invoice and tracking information.

     

    Return:

    If you have received an incorrect product, or a defective product then products can be obviously be returned to us or we even replace the product without the need of being returned first. It can of course also happen that you simply change your mind about a purchase and that you want to return it within the legal withdrawal period. In order to handle returns we do need your data.

     

    Your order number

    With this number we can immediately see your order and provide you with the fastest and best possible service.

     

    Your company name (if applicable), first name and family name

    This information is needed, so we know to whom our customer service department should address their service in handling the return

    Your address detail, such as street name and number, postal code, city and country

    These details are already included on the invoice and are also required arranging the return shipment and/or for issuing a refund if necessary.

    Your phone number

    Our customer service can then contact you (if necessary) to handle the return as soon as possible.

    Your email address

    Our customer service can then contact you (if necessary) to handle the return as soon as possible. Next to this your email address can be used to send you a return shipping label and/or refund invoice if required. Your email address will also be used for further correspondence with our customer service about your return.

    Product information

    This information is need so we know exactly which products are being returned and the reason why they are being returned.

     

    Contact with our customer service:

    Our customer service is always available to help you with questions about your order, to solve any potential issues, to update you on new products, or to help you out if you require our assistance. You are always free to email us or to give us a call.

    In order for you to not have to explain your situation multiple times we have installed a ticket system in our ERP software where we save your ticket and make sure it will be assigned to the respective service team and that your question or issue will be answered or solved as soon as possible. Your ticket will be linked to your customer account (if you have one) and/or the order number to which the ticket refers too. In order to solve your question or issue we can ask for information such as order number, email address, phone number, and other relevant information that is required to answer the question or solve the issue.

    In order to continuously improve our service level we monitor our response rate and lead times for answering tickets. We only monitor high level data on online tickets that are being raised and solved without any personal content being added. We do not make recordings of our telephone contact with you.

     

    Visiting our website

    This website uses Google Analytics, an online analysis service that uses Googe Inc. ("Google"). Google Analytics uses so-called cookies, i.e. text files, that are saved on your computer and that enable us to analyse the use of the website. The information generated by cookies about your use of the website is anonomyzed to protect your privacy . Google will use this information to analyse the use of the website, to make reports about the advertising activities and for website providers to provide them with further services related to the use of the website and of the internet.

    If necessary Google will pass on this information to third parties, as long as this is according to the law. At no rate Google will link your IP address to any other data of Google. You can prevent the installation of cookies by setting the preferences in your browser; however, we would like to point out that in this case not all features of our website can be used to full extent. By using this website you agree to the processing of your data by Google in the way and for the purpose mentioned above.

    You can disagree with the acquisition and saving of data by Google Analytics anytime effective as of the moment you do so. You can disagree with the acquisition and saving of data by Google Analytics anytime by downloading and installing a browser add-on to deactivate Google Analytics. You can download the Goolgle Analytics Opt-out Browser Add-on via this link: https://tools.google.com/dlpage/gaoptout

     

    Account:

    After you have created an account on our website, we will store data from previous orders, returns, email preferences, invoices and personal data. Below information is stored in your My Lotus 3D Printers account:

     

    Your company name (if applicable), first name and family name 

    This is information is required to to be inputted on your invoice

    Your address detail, such as street name and number, postal code, city and country

    These details need to be included on the invoice and are required for shipping your order to you.

    Your phone number

    Your phone number will principally be used by our customer service if we urgently need to update you about the status of your order or shipment.

    Your phone number will also be included on the shipping label in case the respective shipping company needs to contact you about making the delivery of your order.

    Your email address 

    You will receive an email about the status of your order and to receive your invoice and tracking information.

    Password

    Your password is stored using encryption technology.

     Order number

    This is being stored so we can see your order history.

    Payment details and invoicing

    Your payment data will be encrypted during the order process using SSL encryption technology.

    Online payments are being processed by payment service providers PayPal and Multisafepay. When paying with credit card, PayPal, iDeal, or other online payment options offered your details will be sent directly from our SSL technology encrypted environment to PayPal or Multisafepay. PayPal and/or Multisafepay will process the respective payments.

    If you choose to pay via a bank transfer then this information will only be used to reconcile the payment received with the outstanding invoice for your order. Furthermore we will only use your bank account details in case we have to make a payment or refund to you.

    Our invoices contain the following data: Company name and VAT number (if applicable), first name, family name, invoicing address details, shipping address details, invoice number, and order number.

     

    Newsletter and email

    We are sending our customers different kind of email messages. You'll receive emails when you place an order at lotus3dprinters.com or via a purchase order.

    You can also sign up for our bimonthly newsletter, in which we inform you about our new products and attractive offers. Will only send you our newsletter with your consent. 

     

    More information:

    What are the legal ground for the use of your data?

    According to the General Data Protection Regulation (GDPR) we are obliged to explain which legal grounds we have for using your data. Due to legal agreements between you and Lotus 3D Printers - such as your purchase of a product, or your right to warranty - information is needed. This applies to:

    • Ordering

    • Delivery

    • Return

    • Contact with our customer service

    In addition, we can use your data for 'legitimate interest'. This means that we want to provide all our customers with the best possible personal service. Of course we'll always think about your privacy. This is the case with:

    • Contact with our customer service

    • Visiting the Lotus 3D Printers website

    • Account

    • Newsletter and email

    We may also have a legal obligation to use your data, for example when we suspect fraud. And sometimes you have given us permission to use your data, such as when you have signed up for our newsletter.

     

    Who has access to your data?

    We only share your data with other parties if this is really necessary for our services. Information can be shared with the following parties: delivery partners, payment service providers, product support and IT service providers. After all, our delivery partner has to deliver your filaments to the right address and it's nice that our support colleagues can provide you with the right help. In case of suspicious situations we are obliged to share customer data with government agencies.

    The parties who gain access to your data may only use these to provide you with a service on behalf of Lotus 3D Printers. Unless they are responsible for obtaining and protecting your data. Some cookie developers have access to the data that cookies collect on our website. You can read more about this in our cookie statement and the privacy policy of these parties. We never sell your data to third parties.

     

    Where is your data stored?

    We store your data in different databases within the European Union. In the exceptional case that customer data is transferred to countries outside the European Union, we ensure that your privacy is protected in an appropriate manner. Or we work with official model contracts that are specially designed to guarantee your privacy.

     

    How long do we store your data?

    We do not store and use your data longer than necessary. When this period has ended your data will be deleted. Or we use your data anonymously, because we need certain data for internal analyses and reports such as the value of your order.

    What does this mean in practice? We are obliged to store your data for certain period, when this period has been expired your data will be deleted. These terms are:

    • Inactive customer accounts will be deleted after 7 years. After this period your data will only be used anonymously for internal analyses.

    • Dutch tax authorities obligates us to store all your invoice, payment and order data for 7 years. After this period, we will only use anonymous data for internal reports. You also have to keep the invoices of your purchases.

    • If you have contacted us online for support, we will keep your report and contact details for 7 years. After that, we only use your data anonymously, for internal reports.

    • If you have subscribed to our newsletter or have given permission to receive personalised messages, we will retain that permission for 5 years. Even if you decide at some point that you no longer wish to receive the newsletter or personalised messages, we will store the request of your withdrawal. We will not keep the e-mails that you receive from us for more than 60 days. So you do not have to worry about receiving the same mail from us more often. After that period we only use your data anonymously, for internal reports.

    • We retain data that we use to prevent fraud for a long time.

     

    What are your rights?

    Of course you remain in charge of your data. Do you want to have access to your personal data? Or do you want to change, delete, restrict usage, or adjust your email preferences? No problem. You can do this yourself in your account. Or you can let us know by email.This way you can also object to the use of your data for marketing purposes.

     

    Do you have questions or complaints?

    For questions or complaints about your data and the protection of your privacy, you can contact the Data Protection Officer of Lotus 3D Printers BV.

    Email: info@lotus3dprinters.com 
    Mail: Groenestraat 215, 6531HH Nijmegen, The Netherlands, Attn. Data Protection Officer

    If you are not satisfied with how Lotus 3D Printers handles your privacy, you can contact the privacy authority.

     

    Who is responsible for your data?

    Lotus 3D Printers BV
    Groenestraat 215
    6531 HH Nijmegen
    The Netherlands
    Telephone: +31 (0)85 7432 000
    Email: info@lotus3dprinters.com

     

    Dutch Business Registration Number: 72208015
    VAT/BTW Number: NL859030374B01
    EORI Number: NL859030374