At ReBOUND, we are committed to protecting the privacy and security of our customers.
We operate on behalf of the retailer and in order to provide an efficient and effective service we have to collect and ‘process’ certain information about you. This is so that you can return goods through our systems. We appreciate that this data belongs to you, and respect how important privacy is, so we will treat it as if it was our own.
We act as both the data controller and the data processor, so the company that is responsible for your privacy will be us - TSB Returns Ltd, or the retailer that you purchased your goods from.
We believe you should feel both informed and empowered when it comes to our handling and usage of your information.
This notice therefore explains:
If you have any queries or questions, please contact us using the details at the end of this document
We need to collect information about you and the goods you are returning. We can then organise for the item(s) to be returned to the retailer and an appropriate refund / exchange can be arranged.
We will collect the following data when you input it on our webpage, or when the retailer you have purchased your goods from provides us with the data:
Personal Information we collect
Information collected | How we Use the Information | Why? |
---|---|---|
Name and address | Successfully deliver your returns to the retailer | We need your address for a home collection service, or to enable us to find the closest drop off point to you. Also, if something goes wrong (it rarely does!) and your parcel goes astray, we need to know where to return it |
Email address | Send you messages by email, such as delivery updates | You will want to know when your parcel has been returned so you can get your refund or exchange |
Name, address and email | Prevent detect fraud | Prevent and detect fraud against us or you - essential to us all! |
Payment Information
Payment data is captured and processed via a link to a PCI compliant payment processor, ReBOUND does not capture, process or hold this data. |
Your contact history with us
Information collected | How we Use the Information | Why? |
---|---|---|
Name, Address and Email | Provide customer service and support | We need to answer your query and give you the best possible response |
Information about your laptop and how you use our website
Information collected | How we Use the Information | Why? |
---|---|---|
IP address, device type and location | Improve our website and set default options for you (such as language and currency) | This will make your user experience better |
IP address, device type and location | Prevent detect fraud | Prevent and detect fraud against us or you - essential to us all! |
You are under no obligation to provide us with any of your personal information mentioned if you do not wish to, however, it may mean that you are unable to use our service and receive the best possible customer service.
Once your parcel has reached the retailer we will permanently delete your personal information from our systems. We would only hold order and delivery information – you cannot be identified from this data.
We do not sell any of your personal information such as your name, address, or email address. We respect your data and want you to trust us with it.
However, for us to be able to provide our services to you, we must share your data with the following categories of companies:
In some instances, for example, for a home collection, you may be contacted by the third party directly to arrange the most convenient method of collection.
We store your data on servers within the European Economic Area (EEA) although we manage returns from numerous countries outside of the EEA. Where necessary our supply chain companies comply with information security standards within their region for example in the USA where the organisations involved are registered under the US Privacy Shield framework. By submitting your information you agree to this.
We keep your information only for as long as it takes to process a successful return and for a period shortly afterwards, (typically 1 week after the item has been successfully returned to the retailer). Usually to answer or respond to any queries related to the return after which time, your personal data is then deleted.
During this week, we may contact you to request that you assess the standard of our service. That prompt will be by email and the data you submit with be anonymous via a website. This is typically a link to a satisfaction survey to assess the quality of our services and feedback including any views you may have. This satisfaction survey is part of our internal processing and is not marketing material. You have the option to complete it or not and so we don’t ask for your consent to use your email address for this purpose.
The personal data we hold about you is yours, so you have lots of rights relating to it, such as the following:
If you have any questions, or would like to exercise any of the above rights, please contact us using the contact details shown at the end of this document
From time to time we may change this document to reflect any changes to the way we process your data. Our website will always show a current document to ensure you know exactly how your information is being captured, used, shared and stored.
We only use cookies when you visit our site to track site usage. These cookies allow us to measure and analyse how users navigate the website, to improve both its functionality and your experience. They don’t generally identify you as an individual but instead prompt to complete information, as soon as they have gone beyond their useful life they are deleted.
By using our site, you agree to us placing these sorts of cookies on your device and accessing them when you visit the site in the future. If you want to delete any cookies that are already on your computer, the “help” section in your browser should provide instructions on how to locate the file or directory that stores cookies. Further information about cookies can be found at www.aboutcookies.org.
We are always striving to securely protect the data in our care and we aim to operate at least at industry standard. Consequently, your data is held on secure servers on the ‘Google’ cloud located in the EEA.
When transferring data to other organisations as described earlier to deliver our service, we use secure file transfer protocols (SFTP).
If you have any questions or queries concerning our services or this Privacy Policy, if you wish to exercise your rights as set out above, have any complaints, or just want to tell us how we could do better, we are always keen to hear from our customers. You can contact us using the following email address dataprivacy@reboundreturns.com