Refund policy

PrivacyPortal Ltd. Return and Refund Policy

Last Updated: 10 May 2026

Your Statutory Rights — Read This First

Nothing in this policy limits or excludes your statutory rights. In particular:

  • You have a 30-day right to reject faulty, misdescribed, or unfit goods for a full refund under the Consumer Rights Act 2015.
  • For most distance-sale purchases, you have a 14-day cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — subject to the legal exceptions explained in Section 4 below (notably for customised goods and completed services).
  • Where this policy and your statutory rights conflict, your statutory rights prevail.

If you believe a product you have received is faulty, defective, or not as described, please email faulty@privacyportal.co.uk for fast-track handling.

For all other return enquiries (cancellations, change of mind, accessories, queries), please email support@privacyportal.co.uk.

1. About This Policy

PrivacyPortal Ltd ("we", "us", "our") is a UK company specialising in:

  • New and used Android devices rooted with Magisk, KernelSU and related tooling;
  • iOS devices jailbroken with Dopamine 2 and equivalent tooling;
  • Customer-specified custom Android builds (LineageOS, GrapheneOS variants, DeGoogled configurations, Kali NetHunter, etc.);
  • A remote rooting and jailbreaking service performed on devices supplied by you.

This policy applies to all purchases of these products and services. It is written in plain English to comply with the transparency requirements of the Consumer Rights Act 2015 and the Digital Markets, Competition and Consumers Act 2024, and to align with guidance issued by the UK Competition and Markets Authority.

This policy is governed by the laws of England and Wales. If you are based outside the UK, the mandatory consumer protections of your country of residence may also apply, and nothing in this policy reduces those protections.

2. Important Note on Modified Devices

All devices we ship have been professionally rooted, jailbroken, or otherwise modified before despatch — even if listed as "new". This means:

  • The original manufacturer's seal will have been broken.
  • The device's software has been altered from factory settings.
  • The original manufacturer warranty (Apple, Google, Samsung, etc.) may be void or limited as a direct result of the modification we have performed. This is a third-party matter between you and the manufacturer.

Importantly, this does not affect your statutory rights against us as the seller. Under the Consumer Rights Act 2015, we remain responsible for ensuring the goods we sell are of satisfactory quality (judged in light of their modified state and price), fit for purpose, and as described. If a device is faulty due to our modification, a hardware defect, or any other cause that existed at delivery, we will repair, replace, or refund as set out in Section 3 below.

If you (or anyone acting on your behalf) further alter the device's software or hardware after delivery — for example by flashing unapproved firmware, attempting unsupported repairs, or causing physical damage — and that action causes or contributes to a fault, our liability is reduced or excluded to the extent of that contribution. This does not affect any pre-existing fault that was our responsibility.

3. Faulty, Defective, or Misdescribed Products

If your product is faulty, defective, or not as described, please email faulty@privacyportal.co.uk with:

  1. Your order number;
  2. A clear description of the issue;
  3. Photographs or screen recordings where possible;
  4. The date you first noticed the issue.

We aim to acknowledge faulty-goods emails within one working day and to provide a return label or specific instructions promptly. This route is designed to be seamless for you — please do not use the standard support channel for faults, as it may delay resolution.

3.1 The 30-Day Short-Term Right to Reject

If a fault is reported within 30 days of delivery, you have a statutory right to reject the goods and receive a full refund, including any standard outbound delivery cost you paid. This right is not subject to a repair attempt and we will not deduct anything from the refund. We will pay the cost of return shipping.

3.2 Faults Reported After 30 Days

If a fault is reported after the first 30 days but within 6 months of delivery, the law presumes the fault was present at delivery (unless we can show otherwise). In this period we will offer one repair or replacement at our option and at no cost to you. If repair or replacement is impossible, fails, or causes you significant inconvenience, you are entitled to a refund (which may be reduced by an amount reflecting your use of the device, where the law permits).

After 6 months from delivery, you may still have rights under the Consumer Rights Act 2015 for up to 6 years (5 years in Scotland), but you will be expected to demonstrate that the fault was inherent rather than caused by use, accident, or third-party modification. We will assess each case on its merits.

3.3 Misdescribed Products

If the product you receive does not match the specification we provided at the time of sale (wrong model, wrong storage capacity, wrong ROM, wrong colour, etc.), you may return it for a full refund or exchange. We will pay all return shipping costs in this case.

3.4 Used and Refurbished Devices

Pre-owned and refurbished devices are sold with their condition clearly described, including any disclosed cosmetic wear, battery health percentage, and software state. Disclosed wear is not a fault. However, used devices remain covered by the same statutory rights as new devices, with the standard of "satisfactory quality" judged in light of the device's age, price and description.

4. Cancellation Rights for Standard (Non-Customised) Distance Sales

For standard, pre-built devices selected from our catalogue without customer-specified modification (and for any unmodified accessories we sell), you have a 14-day right to cancel under the Consumer Contracts Regulations 2013.

4.1 How the 14-Day Cooling-Off Right Works

  • The 14-day period starts the day after you (or someone you nominate) receive the goods.
  • You must inform us of your decision to cancel within those 14 days, by email to support@privacyportal.co.uk or by completing the cancellation form available on request.
  • After cancelling, you must return the goods to us within a further 14 days.
  • We will refund the price of the goods plus the basic standard delivery cost you paid (we are not required to refund any premium shipping upgrade you chose) within 14 days of receiving the goods back, or within 14 days of your evidence of return, whichever is earlier.

4.2 Cost of Return

For cancellations under this Section 4 (i.e. change-of-mind cancellations, not faulty goods), you bear the direct cost of returning the goods to us. We estimate this at approximately £8–£15 within the UK using a tracked Royal Mail service, and £15–£60 internationally depending on origin. Any return must be by a tracked and insured method.

4.3 Diminished Value Deduction

You are entitled to handle the goods only as much as would be reasonable in a shop — checking the device's appearance, packaging, and basic operation. If you handle the goods beyond this (for example, extensive use, signing into personal accounts that cannot be removed, installing additional software, or causing physical damage), we may deduct an amount from your refund reflecting the actual diminished resale value of the device. This deduction will be evidence-based and proportionate, supported by photographs and resale comparables, and will never exceed the contract price.

This is not a flat-rate "restocking fee" — it is a permitted deduction under Regulation 34(9) of the Consumer Contracts Regulations 2013.

4.4 When the Cooling-Off Right Does NOT Apply

The 14-day cooling-off right is excluded by law in the following situations relevant to our business:

  • Customised / bespoke devices (Section 5);
  • Completed remote rooting / jailbreaking services (Section 6);
  • Sealed software media or accessories that have been unsealed after delivery (Reg 28(3)(b)).

These are statutory exemptions under Regulation 28 of the Consumer Contracts Regulations 2013, not policy choices we have made. They will be drawn to your attention again at checkout for any order to which they apply.

5. Customised and Bespoke Devices — No 14-Day Cancellation Right

Where you place an order for a device built to your specification — for example, choosing a specific custom ROM, a particular Magisk module set, a Kali NetHunter tooling configuration, a DeGoogled build, a specified KernelSU/SukiSU variant, or any combination of options that produces a configuration not held in our standard catalogue — that order is treated as a customised order under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

For customised orders:

  • The 14-day cooling-off right does not apply once the order has been placed and we have begun the customisation process for your specific unit.
  • You will be required to confirm at checkout that you understand and accept this exclusion.
  • Your statutory rights for faulty, defective, or misdescribed goods (Section 3) continue to apply in full and are unaffected by the customisation.

If you wish to cancel a customised order before we have begun work, please contact us immediately. We may at our discretion accept the cancellation if no work has yet started; once the customisation process has begun, we cannot accept change-of-mind cancellations on customised orders.

6. Remote Rooting / Jailbreaking Service — No Refund Once Performed

Our remote rooting and jailbreaking service is a service contract, not a sale of goods. Before commencing the service, we will obtain from you, in writing (typically by email):

  1. Your express request that we begin the service within the 14-day cancellation period; and
  2. Your acknowledgement that you will lose the right to cancel once the service has been fully performed.

This satisfies the requirements of Regulation 36 of the Consumer Contracts Regulations 2013. Once these are in place and the service is fully performed (your device is successfully rooted or jailbroken), the service is non-refundable.

Exceptions:

  • If we attempt the service and are unable to complete it (for example, if your device proves incompatible), we will refund the service fee in full.
  • If you cancel after the service has begun but before it is fully performed, you will be charged a proportionate amount reflecting the work completed up to the point of cancellation.

The non-refundable nature of a fully-performed service does not affect any statutory right you may have if the service was not performed with reasonable care and skill (Section 49 of the Consumer Rights Act 2015).

7. Refused, Rejected, and Undelivered Parcels

7.1 UK Orders

If you refuse delivery of a parcel within the UK, we will treat your refusal as an exercise of your cancellation right (where one applies under Section 4). The parcel will be returned to us, and we will process the refund as set out above, less any permitted deductions.

If the cancellation right does not apply to your order (for example, customised devices under Section 5), refusing the parcel does not create a refund right. In that situation, refusal is treated as a breach of contract on your part, and we may retain payment to cover our actual losses — including outbound shipping, return shipping, carrier handling fees, and reasonable administrative costs. Any balance will be returned to you. We will provide a clear breakdown of any deduction.

7.2 International Orders — Customs Duties and Refused Parcels

International orders (outside the UK) are despatched on Delivered Duty Unpaid (DDU) terms unless we have expressly agreed otherwise in writing. This means:

  • You are responsible for all import duties, VAT, customs charges, and carrier handling fees levied by your destination country on receipt of the parcel.
  • These charges are not included in our prices and we have no control over them.
  • These charges are typically presented to you by the carrier before they will release the parcel.

If you refuse to pay the customs charges levied by your destination country, and the parcel is consequently returned to us, abandoned, destroyed, or held by customs:

  • This is not a permitted ground for a full refund.
  • Refusal of customs charges is a contractual matter between you and your destination country's customs authority — it is not a defect in the goods, a misdescription, or a valid exercise of any cancellation right.
  • We will refund the product price only, less:
    • The original outbound shipping cost;
    • Any return shipping cost we incur;
    • Any abandonment, storage, or destruction fees levied by the carrier or customs authority;
    • A reasonable handling charge of £25 to cover our administrative time.
  • For customised devices (Section 5) and completed services (Section 6), where no cancellation right applies, we are not obligated to provide any refund for parcels refused due to customs charges, and may retain the full payment to offset our demonstrable losses, with any balance returned to you.

By placing an international order, you accept full responsibility for paying any duties and charges levied by your country, and you accept the costs above will be deducted (or retained) where you refuse to pay them. This term is brought specifically to your attention at checkout for international orders.

7.3 Parcels Returned for Non-Customs Reasons (Wrong Address, Failure to Collect, etc.)

If a parcel is returned to us because you provided an incorrect delivery address, repeatedly failed to be present for delivery, or did not collect from a holding point within the carrier's window, the same cost-recovery principles in Section 7.2 apply. We will refund the product price less actual costs incurred, with a clear breakdown.

8. The Return Process — RMA Required for All Returns

To ensure we can identify, track, and process your return correctly, all returns require a Return Merchandise Authorisation (RMA) number. Without an RMA number, we cannot guarantee that a returned parcel will be matched to your order, and unauthorised returns may be refused or significantly delayed.

This requirement does not delay or restrict your statutory rights — if you have a valid statutory right of return, we will issue an RMA number promptly upon request and will not refuse a return that engages those rights. The RMA process exists for tracking and fraud-prevention purposes only.

Step-by-step:

  1. Email the right address. For faulty/defective/misdescribed items: faulty@privacyportal.co.uk. For all other returns: support@privacyportal.co.uk. Include your order number, product name, and the reason for return.
  2. Receive your RMA number and return form. Our team will respond with a unique RMA number, the correct return address, and a return form to complete and include in the parcel. For faulty items where we are responsible for return shipping, we will provide a prepaid label or specific instructions where available.
  3. Complete the return form. This captures the information we need to process your return promptly. Returns received without a completed form may be delayed while we contact you.
  4. Package the item securely. Use the original packaging where possible. Include all accessories, cables, chargers, manuals, and anything else originally supplied. Place the completed return form and your RMA number visibly inside the package.
  5. Ship the item using a tracked and insured method. You are responsible for the item until it reaches us. Keep proof of postage and the tracking number.
  6. Mark international returns as "Returned Goods" for customs purposes to avoid additional duties. Customs charges incurred on the return shipment due to incorrect declaration may be deducted from your refund.
  7. Email us the tracking number so we can monitor the return alongside you.

9. Conditions for Return

To ensure your return can be processed without deductions, please:

  • Return the item in its original condition (cosmetic and functional), aside from any disclosed fault.
  • Include all original accessories, components, packaging, and documentation. Missing items may result in a deduction reflecting their replacement value.
  • Perform a factory reset and remove all personal data before returning. Disable any account locks (Google FRP, iCloud / Find My iPhone, etc.). We are not responsible for any data left on returned devices and cannot process or refund a device that remains linked to your accounts.
  • Do not attempt unauthorised repairs or further software modifications before returning. If you believe the device has a software issue, return it as-is — do not flash unapproved firmware, as doing so may render the device unreturnable and will be treated as misuse.
  • Pack the item securely using protective material and a sturdy box. Damage caused by inadequate packaging is your responsibility.

If you cannot meet one of these conditions (for example, an accessory has been lost), please tell us when you request your RMA — we will work with you, but the outcome of the return may be affected.

10. Return Shipping Costs

Reason for return Who pays return shipping
Faulty, defective, or misdescribed goods (Section 3) PrivacyPortal
Wrong item shipped by us PrivacyPortal
Cooling-off cancellation under Section 4 (change of mind) You
Refused / rejected international parcel (Section 7.2) You (deducted from any refund)
Returned due to incorrect delivery address you provided You (deducted from any refund)

Where we pay return shipping, we will either provide a prepaid label or reimburse a reasonable tracked postage cost on receipt of your receipt. Where you pay, please use a tracked and insured method.

11. Inspection and Refund Processing

Once your return reaches us:

  1. Inspection (1–3 working days) — we verify the device's serial / IMEI number, examine its physical condition against our pre-shipping QC records, test functionality, and verify any reported defect. We document our findings.
  2. Outcome:
    • Fault confirmed or misdescription confirmed: we approve the return and proceed with your chosen remedy (refund or replacement) at no cost to you.
    • No fault found, or fault caused by misuse / unauthorised modification: we will contact you with our findings and offer either to return the item to you (at your cost) or to repair it as a paid service.
    • Missing accessories / damaged in return transit: we will document and discuss any deduction with you. Deductions are based on actual loss, not arbitrary fees.
  3. Refund (within 14 days of receipt or, where the cancellation right applies, within 14 days of your evidence of return) — we refund to your original payment method. You will receive an email confirmation. Your bank may take a further 3–5 working days to credit the funds.
  4. Replacement / repair (where applicable) — for in-stock items, replacements are typically despatched within 5 working days of return inspection. Repairs typically complete within 7–14 days, with longer timelines clearly communicated.

12. Non-Returnable Items

The following are non-returnable except where statutory rights for faulty / misdescribed / unfit goods apply:

  • Customised devices (Section 5) — no change-of-mind returns.
  • Completed remote rooting / jailbreaking services (Section 6) — non-refundable once performed.
  • Sealed software media or accessories that have been unsealed after delivery.
  • Items marked "Final Sale" at the point of purchase — limited to clearance/end-of-line items, with the non-returnability shown clearly on the product page and at checkout. Statutory rights for fault, misdescription, or unfitness for purpose apply to these items in full.

13. International Customers

We ship to customers around the world. The following points are particularly relevant if you are outside the UK:

  • Applicable law: This policy is governed by English law, but the mandatory consumer protections of your country of residence may also apply where we direct activities to your country. Where they give you stronger rights, those rights apply.
  • EU customers retain similar protections to UK customers under the EU Consumer Rights Directive 2011/83 and Sale of Goods Directive 2019/771.
  • Refunds in your local currency may differ slightly from the amount you originally paid due to exchange rate fluctuations and bank conversion fees. We refund the GBP amount of your original transaction; we have no control over conversion rates or fees applied by your bank.
  • Customs duties on the original delivery are not refundable by us. You may be able to reclaim them from your destination country's customs authority — we will provide return documentation to support such an application, but the application is your responsibility.
  • Replacements are despatched on the same terms as your original order unless otherwise agreed.
  • Refused international parcels: see Section 7.2.

14. Changes to This Policy

We may update this policy from time to time as our business or legal requirements change. Updates will be posted on our website with a revised "Last Updated" date. Significant changes will be highlighted prominently.

Changes do not apply retroactively. The version of this policy in effect on the date of your order will govern your purchase, unless you agree to a later version.

If any part of this policy is found to conflict with a mandatory law in your jurisdiction, that part will be modified or severed to the minimum extent necessary, and the rest of the policy will remain in full effect.

15. Complaints and Dispute Resolution

If you are unhappy with how a return or refund has been handled, please contact us first at admin@privacyportal.co.uk so we can try to put things right. We will respond within 5 working days.

If we cannot resolve the matter, UK consumers may be able to refer the dispute to:

  • Trading Standards via Citizens Advice consumer helpline (0808 223 1133);
  • The Online Dispute Resolution platform (for EU consumers): https://ec.europa.eu/consumers/odr;
  • Their bank or card issuer for a chargeback (where applicable).

You also retain the right to take court action. Nothing in this policy restricts that right.

16. Contact Us

PrivacyPortal Ltd 16 Commerce Square Lace Market Nottingham NG1 1HS United Kingdom

This policy has been drafted in compliance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Digital Markets, Competition and Consumers Act 2024, and the latest guidance issued by the UK Competition and Markets Authority. Your statutory rights are protected and are not affected by anything in this policy.