Data Privacy Policy

TSB Returns Ltd

Introduction to our policy

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:

  1. What information we collect, why and how we use the information;
  2. How we share your information
  3. How we store your information
  4. Your rights relating to personal information
  5. Changes to the way we treat your data.
  6. Cookies
  7. Protecting your security
  8. Contacting us

If you have any queries or questions, please contact us using the details at the end of this document

1. What information do we collect about you and how do we use it?

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 data about you; name, address, and email address.
  • Transactional information (non-personally identifiable) about your purchase such as the order number, date, original delivery courier and retailer.

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.

2. How do we share information?

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:

  • Companies within the same group as TSB Returns Ltd.
  • Companies that will help us return your parcel to the retailer, such as payment service providers, warehouses, freight companies, and customs
  • Professional service providers such as website hosts and I.T service providers who help us run our business
  • Law enforcement and fraud prevention agencies to ensure we tackle fraud

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.

3. Storing your information

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.

4. Your rights relating to your information

The personal data we hold about you is yours, so you have lots of rights relating to it, such as the following:

  • The right to be informed about how we use your data (which is what we are doing in this document)
  • The right to access personal information we hold about you, and the right to request correction or deletion of this data
  • The right to complain to your data protection regulator - The ICO in the UK

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

5. Changes to the way we treat your information

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.

6. Cookies

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

7. Protecting your security

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).

8. Contacting us – because we don’t mind if you do!

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