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Privacy Policy
Effective Date: 1st October 2024
Reviewed: 24th April 2025
1. Who We Are
Business Name: Phones From Home
Owner: Wayne Stringer
Address: 2 Ashton Hall Drive, Boston, Lincolnshire, UK
Phone: 07882 164 602
Email: sales@phonesfromhome.co.uk
Website: www.phonesfromhome.co.uk
Phones From Home is committed to protecting your personal information and respecting your privacy.
2. What Information We Collect
We may collect and process the following personal information:
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Contact Details – Your name, address, phone number, and email address
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Transaction Information – Products or services you’ve purchased or sold
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Device Information – Details about your phone or device (e.g., model, condition)
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Marketing Preferences – Your consent to receive promotional material
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Social Media or Online Data – If you interact with us via Facebook, Instagram, TikTok, or through our website
3. How We Collect Your Information
We collect your personal information when:
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You make a purchase or sell a device to us
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You contact us directly via phone, email, website, or social media
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You engage with our marketing (e.g., TikTok Pixel or website cookies)
4. Why We Collect Your Data
We use your information for the following purposes:
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To process and fulfil your order or sale
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To manage product warranties and returns
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To prevent fraud and support crime detection
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To send marketing communications (if you’ve opted in)
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To provide after-sales service and repairs
5. Our Legal Bases for Processing
Under the UK General Data Protection Regulation (UK GDPR), the lawful bases we rely on include:
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Consent – You have given clear permission for us to process your data for a specific purpose
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Contract – Processing is necessary for a contract you have with us
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Legal Obligation – We are legally required to retain certain records (e.g., for tax)
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Legitimate Interests – We may process data for our legitimate business interests unless those interests are overridden by your rights
You can withdraw your consent at any time by contacting: sales@phonesfromhome.co.uk
6. Data Sharing
We do not sell your data.
We may share your data with trusted service providers where necessary, including:
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Repair Technicians – Only where required to fulfil warranty or repair work
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IT or Marketing Platforms – Such as TikTok (via Pixel) to help deliver relevant ads
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Legal or Regulatory Authorities – When required by law
We ensure all third parties process your data securely and lawfully.
7. How We Store Your Information
Your information is stored securely:
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On our encrypted business hard drives
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In password-protected inboxes and cloud systems (e.g., our website, email, and social platforms)
We retain your data for six (6) years from the date of your last transaction, in line with the Consumer Contracts Regulations. After that, it will be securely deleted or anonymised.
8. Used Device Purchases
If you sell a device to us:
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We ask that you complete a factory reset before the handover
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We also carry out data cleansing and device wiping as standard before reselling
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If we identify personal data on a device, it is securely erased within reasonable bounds
9. Your Data Protection Rights
You have the right to:
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Access – Request a copy of the personal data we hold
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Rectification – Ask us to correct inaccurate or incomplete data
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Erasure – Ask us to delete your data in certain circumstances
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Restrict Processing – Ask us to pause processing if you’re concerned about accuracy or usage
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Object to Processing – Object where processing is based on legitimate interests
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Data Portability – Ask us to transfer your data to another service provider
We will respond within one month of receiving a request. To exercise your rights, contact sales@phonesfromhome.co.uk.
10. Cookies & Online Tracking
We use cookies and tracking tools, including the TikTok Pixel, to:
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Understand browsing behaviour
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Improve our advertising performance
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Personalise your experience on our site
You can control cookies through your browser settings. Some ad blockers may prevent data collection by these tools.
11. How to Complain
If you’re unhappy with how we handle your data, please contact us first at:
sales@phonesfromhome.co.uk
You can also lodge a complaint with the Information Commissioner’s Office (ICO):
ICO Contact Details:
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk
Refund & Warranty Policy
Effective Date: 1st October 2024
Reviewed: 24th April 2025
1. Overview
At Phones From Home, we take pride in the quality and reliability of our devices. This policy outlines your rights to refunds, returns, and warranty support — in accordance with UK consumer law and our extended protection schemes.
2. Your Right to a Refund (Faulty Goods)
Under the Consumer Rights Act 2015, you are entitled to the following:
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Full Refund: If your item is faulty or not as described, you are entitled to a full refund within 30 days of receipt.
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Repair or Replacement: If a fault develops after 30 days (but within 6 months), you are entitled to a free repair or replacement. If a repair or replacement isn’t possible, we’ll offer a full or partial refund.
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Extended Fault Claims: You may still be entitled to a remedy for up to 6 years if a fault appears later, depending on the circumstances.
3. Warranty Policy
All our devices come with a minimum 12-month warranty covering manufacturer faults. Some items may include extended warranties of up to 24 months — this will be clearly stated in the product description.
Warranty Conditions:
To make a warranty claim, your device must:
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Be in the same condition as when purchased
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Be free from user damage (e.g., cracks, water damage, misuse)
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Include proof of purchase (receipt or invoice)
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Be returned with any original packaging where applicable
4. Warranty Claims Process
To start a claim, contact sales@phonesfromhome.co.uk with:
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Your order number
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A description of the issue
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Any supporting photos or videos (optional but helpful)
Once accepted, we’ll provide instructions for returning the item.
Send your return using tracked post:
We recommend using Royal Mail Tracked with compensation cover equivalent to the value of your device.
👉 Warranty returns label:
2 Ashton-Hall Dr, Boston PE21 7TG
5. Warranty Outcome Process
Once your device is received and inspected:
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We will attempt a repair
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If a repair is not possible, we will offer a like-for-like replacement
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If no replacement is available, a full refund or exchange will be offered
You’ll be notified of the result by email. Refunds will be returned to the original payment method. Banks may take up to 10 working days to complete the transaction.
6. Lifetime Blacklist Warranty
We offer a lifetime warranty against devices becoming blacklisted.
What is a blacklisted phone?
A device that has been reported as lost, stolen, or has an unpaid balance with a UK carrier (e.g., O2, EE).
If your device is blacklisted after purchase, please contact us immediately. We will investigate and issue a replacement or full refund if your claim is approved.
7. 30-Day Returns (Change of Mind)
We offer a 30-day returns policy for unused items purchased directly from us.
Conditions:
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The item must be unused, in the same condition as received
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Original packaging must be included
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Proof of purchase is required
To request a return, email sales@phonesfromhome.co.uk. Once accepted, we’ll send you a return shipping label and instructions. Items sent back without authorisation will not be accepted.
8. Damaged or Incorrect Items
Please check your order on arrival. If you receive a damaged, defective, or incorrect item, contact us within 48 hours so we can resolve the issue promptly.
9. Items That Cannot Be Returned
We do not accept returns on:
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Items damaged by customer misuse
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Items sold as "non-returnable" or "clearance" (unless faulty)
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Personalised or custom-order items
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Gift cards or downloadable software
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Returns made outside the return period
10. EU Customers – 14-Day Cooling-Off Period
For EU customers buying online, you are entitled to a 14-day cooling-off period to cancel your order for any reason.
To be eligible:
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Items must be in unused condition
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Returned within 14 days of delivery
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Include original packaging and proof of purchase
This right applies in addition to any warranty or return rights mentioned above.
11. Refunds
Once we’ve received and inspected your return or warranty claim:
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Approved refunds will be issued to your original payment method
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This typically occurs within 10 business days
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If your refund is delayed more than 15 working days, please contact us
12. Questions or Concerns?
We're here to help.
📧 Email: sales@phonesfromhome.co.uk
📞 Call: +44 7882 164602
📍 Address: 2 Ashton Hall Drive, Boston, PE21 7TG