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Returns Procedure and Privacy policy.

Returns & Refund Policy

While we hope you'll be happy with your Global / Phonetrader items, we know you may sometimes need to return them. If you do, this policy has all the information you'll need to know. Please note we comply with sales of goods act 1979.

For all returns - Please call 01327 301667 or 0800 849 9990 for an RA number (your unique returns authorisation number). Before you return your handset. Handsets without a clear RA number on the packaging may be refused or may take longer to be assessed.

  • We will require a copy of your proof of purchase or date and payment method.
  • Please send the item with a covering note explaining all the faults so an engineer can assess the handset.
  • Please clearly note your RA number on any paperwork including a contact number and return address for yourself. Failure to comply may hinder the timescale in which your device is looked at.
  • Post your handset via Royal Mail Special Delivery so it is tracked and insured to:

    Global Mobile Communications Ltd
    16 Sheaf Street,
    Daventry,
    Northamptonshire.
    NN11 4AB

Our engineers will endeavour look at the device within 48 works hours and if the phones fault is a manufacturing warranty defect it will be repaired or replaced.  Please note in some cases it is quicker for the customer to deal direct with the manufacturer to speed up the return of their handset.

  • If the handset is found to have a fault outside of warranty coverage (customer damage) or No Fault Found, a quote will be provided for the repair, if the quote is refused there will be a £15.00 charge for the return of your handset to cover shipping and admin costs.  

IMPORTANT INFORMATION

Data Backup: All data should be backed up as the phone may need a software upgrade and this will wipe any data on the phone.

SIM Cards/Memory Cards: Please do not send your network SIM card or any personal memory card.

For all refunds: If you're returning an item because you've changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it's working, or used more than reasonably expected.

Please let us have any original packaging, tabs, labels and accessories and please package it all securely.

If you do not return the item within 7 days you may no longer be entitled to a refund.

If you have any query regarding your handset return then please don't hesitate to get in touch with us via the information below. Our team will always endeavour to help you.

  • Privacy Policy (The Phonetrader – Global Mobile Communications)What types of personal data are collected by Global Mobile Communications and why?In running and maintaining our website we may collect and process the following data about you: - Information gathered via Google Analytics and Magento cookies about your use of our site such as which products you viewed, your geographic location and how often you return to the website. Where used, these cookies are downloaded to your computer and stored on the computer's hard drive. This information is statistical only and is never linked to your personal details if you make a purchase. - Information provided voluntarily by you. For example, when you contact us for information or to make a purchase.When you purchase goods on the Global Mobile Communications website, we will ask you to provide your name, address, day time and evening phone numbers and an email address (for order confirmation and correspondence).You will also be asked for your credit card details, so your payment can be processed. All the information you provide will be transmitted to us over our secure network. We do not keep records of customers' credit card or bank details once the transaction has gone through.If you have ticked the box requesting information about new products or special offers, you may also receive correspondence from us by post or email.How do we use your Personal Information?We comply with the law on data protection, which sets out a number of different rules which a company must abide by when it collects and processes personal customer data. These are set out below. When we’re entering into a contract with youWe will use your personal information to process your orders and payments or to give you a refund. Where you have provided consentWe use email and will often telephone you to communicate with you about our products and services, offers or promotions where you may also be asked to tick a box to provide your consent for us to communicate with you.For example - To provide a mobile phone upgrade or to inform you when a product is available or in stock - To send you a reminder or an upgrade renewal notice - If you give us permission, to communicate with you about our service partners that we consider may be of value to you Where there is a Legitimate Interest As a Company we are often required to process your personal data in order to carry out certain tasks relating to our business activities. In such cases, processing of personal data can be justified on grounds of legitimate interest. Communications - To provide customer service support and to respond to, and communicate with you about your requests - To contact you if we need to obtain or provide additional information - To check our records are correct and to check that you are happy with our service - For marketing activities (other than where we rely on your consent), for example marketing permissions captured during the course of a purchase that you have made on our website, personalising marketing messages through social media and other third party platforms - To send promotional material to you in the post or inform you of our offers by telephone - To comply with a request from you in connection with the exercise of your rights. For example where you have asked us not to contact you for marketing purposes, we will keep a record of this on our unsubscribe lists in order to be able to comply with your request - To send communications to you about your orders and bill you for using our products or services Company Interest - Where you fail to repay what you owe Us or return our property, we may need to trace your whereabouts in order to recover payment or reclaim property. We may instruct a third party debt recovery agent to do this on our behalf - To protect against, identify and prevent fraud and other criminal activity, claims and other liabilities - For network and information security in order for us to take steps to protect your information against loss or damage, theft or unauthorised access. When we’re required to comply with our Legal Obligation We will use your personal information to comply with our legal obligations including: - To identify you when you contact us - To verify the accuracy of data that we hold about you - To assist HMRC and/or the Police and/or other regulatory bodies in relation to an investigation by a public authority. Where it is in your Vital Interest In certain circumstances it is in your vital interests for us to process your personal information. We may need to contact you if there are any urgent safety or product recall notices or where we otherwise reasonably believe that the processing of your personal information will prevent or reduce any potential harm to you. Who do we share your personal information with?We share personal information with our agents who will use your information to process orders for services including the provision of Upgrades, SIM only deals and Pay Monthly contracts. Our agents are not authorised to use or disclose the information except as provided in this privacy policy. Our service providersWe work with partners, suppliers, and other agencies so they can process your personal information on our behalf and only where they meet our standards on the processing of data and security. We only share information that helps them provide their services to us or to help them provide their services to you. For example, one of our service providers is an advertising agency and they place advertising for us online about our products and services. As a result, where you have indicated you are happy to receive marketing from us, you might see online advertising that we have placed on the web sites you visit. Other organisations and individualsWe may transfer your personal information to other organisations in certain scenarios. For example: - When you apply for credit or a Pay Monthly contract plan We will pass on your information to trusted third party partners responsible for these products. - If required to by law, under any code of practice by which we are bound or we’re asked to do so by a public or regulatory authority such as the Police or the Department for Work and Pensions - Information may also be shared with fraud prevention agencies to prevent fraudulent claims - If we need to do so in order to exercise or protect our legal rights, users, systems and services - In response to requests from individuals (or their representatives) seeking to protect their legal rights or the rights of others.Credit Reference AgenciesIn order to process your application for credit or a Pay Monthly deal We will supply your personal information to credit reference agencies, and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. These agencies will supply to us both public and shared credit, financial situation and financial history information and fraud prevention information. We will use this information to: - Assess your creditworthiness and whether you can afford to take the product - Verify the accuracy of the data you have provided to us - Prevent criminal activity, fraud and money laundering - Trace and recover debts - To make sure any offers provided to you are appropriate to your circumstances We will also continue to exchange information about you with such agencies on an on-going basis, including about your settled accounts and any debts not fully repaid on time. These agencies will share your information with other organisations similar o them. Your data will also be linked to the data of your spouse, any joint applicants or other financial associates. The identities of the agencies We use and the ways in which they use and share personal information can be provided top You upon request from the Global Mobile Communications customer service team upon request.Use of CookiesThe Google Analytics cookies used by Global Mobile Communications provide us with the following information._ga and _gid These cookies help us count how many people visit our website by tracking if you’ve visited the website before _ga expires after two years and _gid expires after 24 hours_utma Like _ga, this lets us know if you’ve visited the website before, so we can count how many of our visitors are new to Global Mobile Communications or to a certain page._utmb This works with _utmc to calculate the average length of time you spend on the website_utmc This works with _utmb to calculate when you close your browser_utmz This tells us how you reached our website, for example from another website, search engines or paid advertisements. There are also a number of cookies used by Global Mobile Communications which help us to provide our customers with an improved shopping experience. These cookies store the following information.Cookie Name FunctionCART The association with the customer's shopping cart.CATEGORY_INFO Stores the category info on the page to load pages faster.COMPARE The items in the customer's Compare Products list.CUSTOMER An encrypted version of the shopper's customer ID.CUSTOMER_AUTH Indicates if the customer are currently logged in to the store.CUSTOMER_INFO An encrypted version of the shopper's customer group.EXTERNAL_NO_CACHE Indicates if caching is disabled or enabled.FRONTEND The customer's session ID.GUEST-VIEW Determines if guests can edit their orders.LAST_CATEGORY The last category visited by the shopper.LAST_PRODUCT The most recent product viewed by the shopper.NEWMESSAGE Indicates whether a new message has been received.NO_CACHE Indicates if the cache can be used to store information.PERSISTENT_SHOPPING_CART A link to information about the shopper's cart and viewing history.RECENTLYCOMPARED Items recently compared by the shopper.STORE The store view or language chosen by the shopper.USER_ALLOWED_SAVE_COOKIE Indicates if the shopper allows cookies to be saved.VIEWED_PRODUCT_IDS The products recently viewed by the shopper.WISHLIST An encrypted list of products added to the shopper's wishlist.WISHLIST_CNT The number of items in the shopper's wishlist. Who can access your data?We will not disclose your personal information to any other party other than to process your payment or deliver your order via a courier.How is the data stored?The data that we collect from you will be stored securely at a destination within the European Economic Area (EEA). Data concerning orders and payments will only be processed by employees who work for us. Such staff maybe engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.In which country will the data be processed?Data is processed within the United Kingdom by Global Mobile Communications employees only.What security measures are taken to protect the data?Every effort is taken to keep your data secure. All data is encrypted at every opportunity including while being stored and transmitted electronically. Audit logs are kept detailing which users have accessed data. All data is stored on secure servers protected by a firewalls and anti-hacking intrusion protection software.How do I request the deletion of my private data?If you would like to make a request for your data to be deleted, please complete the contact form at the bottom of this page: https://www.thephonetrader.co.uk/contact-us.Can I request a copy of all the personal information Global Mobile Communications has stored about me?Yes, if you would like an electronic copy of all of your personal information which Global Mobile Communications has stored, simply complete the form at the bottom of this page and we will endeavor to provide it to you within 2 weeks.Contacting UsPlease do not hesitate to contact us regarding any matter relating to this Privacy Policy at contact@thephonetrader.co.uk.
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