Refund policy

PrivacyPortal Ltd. Return and Refund Policy

Last Updated: 2 October 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, which we voluntarily extend to 30 days — subject to the legal exceptions explained in Section 4 below (only where the legal conditions for genuinely personalised goods or qualifying completed services are met; standard catalogue software preparation remains eligible for cancellation).
  • 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:

  • Pre-owned Android devices prepared 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

Our pre-owned phones are opened and prepared with the software described in the listing before despatch. This means:

  • The original manufacturer's seal will have been broken.
  • The device's software has been altered from factory settings.
  • Any remaining manufacturer warranty is separate from your rights against PrivacyPortal. Coverage depends on the warranty terms, applicable law and the cause of the fault; modification does not automatically remove every warranty right.

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

After the first 30 days, you can normally request a repair or replacement at no cost. We may refuse the particular remedy requested only where it is impossible or disproportionate under applicable law. Under UK law, a fault appearing within six months is normally presumed to have been present at delivery unless we show otherwise or that presumption is incompatible with the goods or fault. If repair or replacement fails, is unavailable or is not provided within a reasonable time without significant inconvenience, you may be entitled to a price reduction or to reject the goods. For these devices, we do not deduct for use from a statutory final-rejection refund within the first six months; deductions after that period apply only where permitted by law. EU customers also have the protections explained in Section 13.

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 catalogue phones and accessories, including phones prepared after your order with a listed OS, root manager, storage, colour or condition option, we provide a 30-day cancellation period. This extends the usual statutory 14-day period for distance purchases. Preparation after ordering or selecting a standard software option does not by itself remove that right. The limited exceptions in Sections 4.4–6 apply only where their legal conditions are met.

4.1 How the 30-Day Cooling-Off Right Works

  • The 30-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 30 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 Limited exceptions to cancellation rights

Exceptions may apply to genuinely personalised goods, fully performed services where the required consent was obtained, and sealed audio/video recordings or sealed computer software that you unseal after delivery. Opening a phone, charger or ordinary cable package does not by itself remove cancellation rights. Any genuine health or hygiene exception must meet the legal conditions and be explained before purchase.

5. Personalised goods and standard software options

Choosing a standard catalogue model, storage, colour, condition, OS, root manager, Google apps option or advertised software configuration does not by itself make a phone bespoke. Those orders retain the cancellation period in Section 4.

A cancellation exception applies only where the particular goods genuinely meet the legal definition of goods made to your specifications or clearly personalised. We explain any applicable exception before you order. A checkbox, software installation or the start of preparation does not create an exception by itself. Your rights where goods are faulty or misdescribed remain unaffected.

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 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, a proportionate charge for work completed applies only where you expressly requested early performance and we provided the information required by law.

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 Contact us to cancel or report a delivery problem

If you no longer want an order, tell us clearly by emailing support@privacyportal.co.uk. Refusing a parcel alone may not tell us that you wish to cancel. Where a cancellation right applies, we process the refund under section 4, including the basic outbound delivery charge. Choosing a standard catalogue model, OS or root option does not by itself make a device a bespoke item or remove cancellation rights.

7.2 International orders: prepaid charges and recipient-paid charges

Germany, Luxembourg and Cyprus: eligible delivery is £10.99 for postage and carrier handling, converted to your checkout currency. We do not add import VAT or sales tax to this delivery charge or collect an additional import-VAT payment at checkout. Germany uses Royal Mail in the UK with DHL/Deutsche Post completing delivery. We book a compatible prepaid service and pay the assessed import charges, including import VAT at our expense. The total payable is shown before you order; contact us before paying if a carrier requests covered charges again.

Germany and Cyprus automatic delivery is available for eligible baskets up to £10,000. Luxembourg automatic postal delivery is temporarily limited to £100 basket value, a conservative checkout limit within Royal Mail’s €150 PDDP limit. Higher-value Luxembourg orders require a confirmed prepaid carrier quotation before ordering. The £100 limit is a merchant service limit, not a tax exemption. No automatic rate is offered above the applicable limit.

United States: FREE USPS Tracked (Royal Mail) is a duties-paid postal service; no payment of the covered import charges is expected on delivery. UPS Express is Delivered Duty Unpaid (DDU), so the recipient pays any import duty, tax, brokerage and carrier fee. Existing orders placed with the former Duties Covered option retain their original terms.

Other international delivery: where checkout states Duties Paid by Recipient, the recipient is responsible for destination import taxes, duties and carrier fees. These are separate from our checkout charge. The destination authority and carrier determine them.

If a parcel is returned, held or lost following refusal of recipient-paid charges, contact us so we can establish what happened and whether you have valid cancellation or other statutory rights. We do not apply an automatic £25 administration penalty or automatically withhold every delivery charge. For a valid consumer cancellation, basic outbound delivery is refunded as required by law; return postage and any other deduction apply only where the law permits, with a clear explanation of the actual amount. Faulty or misdescribed goods retain their statutory remedies.

Where no cancellation right applies, we may recover reasonable, demonstrable losses caused by a breach of contract, subject to applicable law. We provide a breakdown and return any remaining balance. This is not an automatic entitlement to retain the full payment.

7.3 Incorrect address, failure to collect and other delivery problems

Please check the address before placing your order and contact us promptly about any mistake or missed delivery. We investigate with the carrier. Any redelivery or return costs are explained before you agree to them and are charged only where permitted. A tracking scan marked delivered is investigated if you report non-delivery; it does not by itself remove your rights. Carrier claims or compensation limits do not limit our obligations to you.

8. How to return an item

Email faulty@privacyportal.co.uk for a fault or support@privacyportal.co.uk for other returns. Include your order number and identify the item. For a fault, a description and photographs where available help us investigate. You do not need to give a reason for an ordinary cancellation.

We will provide the return address, an RMA reference and return instructions. The RMA helps us identify your parcel; it is not a condition of exercising statutory rights. You may cancel by any clear statement. A missing RMA or return form does not invalidate a cancellation or justify refusing a statutory return.

  1. Pack the item securely, include the supplied accessories and identify your order. Use the original packaging if available; it is not required to exercise statutory rights.
  2. Where we pay return costs, use the label or instructions we provide, or agree a reasonable method with us. For a change-of-mind return that you pay for, we recommend a tracked service and retaining proof of posting.
  3. Describe international returns accurately as returned goods and retain the tracking details. We provide supporting documents where needed.

9. Preparing your return

Include the device and supplied accessories, remove personal accounts and activation locks where possible, and back up and erase your data. If a fault prevents this, tell us so we can agree a safe return process. Missing packaging, an accessory or an account-removal problem does not automatically remove your statutory rights.

Do not flash or reset a malfunctioning device if you are unsure how to do so; contact us first. We assess any claimed damage from later changes on its cause and evidence. Unrelated defects and faults present when supplied remain our responsibility. For change-of-mind returns, any lawful diminished-value deduction must reflect actual loss from handling beyond what is necessary to inspect the goods.

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 (only where permitted by law; deductions must reflect actual, reasonable costs under Section 7)
Returned due to incorrect delivery address you provided You (only where permitted by law; deductions must reflect actual, reasonable costs under Section 7)

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. Sale items and cancellation exceptions

Sale, clearance and items labelled “Final Sale” retain the same statutory cancellation and faulty-goods rights as other goods. The limited exceptions for genuinely personalised goods, qualifying completed services and qualifying unsealed software media are explained in Sections 4.4–6. Ordinary opened accessories are not automatically excluded.

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 consumer purchases are covered by the applicable national rules implementing EU consumer law, including the statutory withdrawal right and legal guarantee for lack of conformity. The usual minimum legal guarantee is two years from delivery, with longer protection in some countries. Used goods remain covered; any shorter period permitted for used goods requires a valid specific agreement and cannot be less than one year. A condition grade or this policy does not by itself shorten that protection. The 30-day cancellation promise above remains available for standard catalogue goods.
  • Refunds in your local currency: if you paid in a currency other than pounds sterling, we refund you in that same currency, to your original payment method. Your bank or card issuer may apply its own conversion fees, which we don't control.
  • Germany, Luxembourg and Cyprus customs-prepaid delivery: the checkout delivery charge covers postage and carrier handling; we do not collect an additional import-VAT payment. A qualifying cancellation before dispatch includes repayment of delivery charges collected by us. For cancellations and returns after dispatch, applicable statutory refund rights govern the refund; the import charges we pay are not an automatic deduction or non-refundable fee. Charges paid directly to a carrier or customs authority are not held by us; we supply return documents to support any eligible reclaim.
  • United States standard postal delivery: where we prepay assessed import charges to the carrier, the customer is not separately billed for those charges on delivery. A valid cancellation or return is refunded in accordance with applicable statutory rights; we do not deduct an import charge merely because we paid it. Import charges paid directly by you to a carrier or customs authority are not held by us, and we provide return documents for any eligible reclaim. UPS Express is recipient-paid as described in the Shipping Policy. Existing orders placed with the former Duties Covered option retain their original terms.
  • 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);
  • 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

Your statutory rights are protected and are not reduced by this policy. Where mandatory consumer law gives you additional or stronger rights, those rights apply.