Privacy Policy

This Privacy Policy explains how Regrade™, operated by REGRADE ELECTRONICS TRADING L.L.C S.O.C., collects, uses, stores, shares, and protects personal data when customers visit www.regrade.store, place orders, contact support, request returns, submit warranty claims, subscribe to marketing, or interact with Regrade through official channels.

By using the Regrade website or services, the customer agrees to the collection and use of personal data as described in this Privacy Policy.

Regrade™ is operated by:

For privacy-related requests, customers may contact Regrade at support@regrade.store.

Regrade may collect the following types of personal data:

• Identity and Contact Details: Customer name, phone number, email address, billing address, delivery address, emirate, location details provided for delivery, and account information.
• Order and Transaction Details: Order number, purchased products, product model, product grade, invoice details, payment status, COD status, BNPL status, refund status, return history, warranty history, and customer-support records.
• Payment Details: Limited payment-related information such as payment method, payment status, transaction reference, payment provider response, refund reference, and fraud-screening status.
• Delivery Details: Delivery address, phone number, emirate, building or villa details, delivery instructions, courier tracking details, delivery status, failed delivery records, customer availability notes, and proof-of-delivery records.
• Device and Service Details: Product-related information such as IMEI number, serial number, model number, battery-health record, product condition record, QC photos/videos, dispatch photos/videos, inspection notes, repair notes, and claim evidence submitted by the customer.
• Communication Details: Emails, phone calls, WhatsApp messages, website chat, support tickets, complaint details, return/warranty requests, customer feedback, photos, videos, documents, and other information provided by the customer during communication with Regrade.
• Technical and Website Data: IP address, browser type, device type, operating system, website usage data, page views, referral source, cart activity, checkout activity, cookie identifiers, analytics identifiers, and security logs.
• Marketing and Preference Data: Marketing subscription status, email/SMS/WhatsApp preferences, campaign interactions, product interests, abandoned cart activity, and communication preferences.

Regrade may use personal data for the following purposes:

• Order Processing: To receive, confirm, process, fulfil, deliver, cancel, return, refund, or exchange customer orders.
• Payment and COD Verification: To process online payments, verify Cash on Delivery orders, manage failed payments, detect suspicious transactions, handle refunds, and coordinate with payment providers or BNPL providers.
• Delivery and Logistics: To arrange delivery, provide tracking, confirm address details, manage courier communication, handle failed delivery, and resolve delivery-related issues.
• Returns, Refunds, and Warranty Claims: To check eligibility, arrange collection/drop-off, inspect products, verify order history, review evidence, diagnose issues, process repairs, approve or reject claims, issue refunds, and maintain warranty/return records.
• Customer Support: To respond to customer questions, complaints, requests, feedback, technical issues, product inquiries, warranty questions, and after-sales support.
• Product Verification and Fraud Prevention: To verify IMEI/serial records, check product history where commercially possible, prevent fraudulent claims, detect misuse of the website, protect Regrade’s business, and maintain accurate product records.
• Legal, Tax, and Accounting Compliance: To issue invoices, maintain tax records, comply with VAT and accounting requirements, respond to lawful requests, preserve evidence, and comply with applicable legal obligations.
• Website Improvement and Analytics: To understand website performance, improve user experience, monitor product interest, fix technical issues, analyse traffic sources, improve search results, and optimize website content.
• Marketing and Customer Communication: To send marketing messages, product updates, offers, abandoned cart reminders, service updates, and customer notifications where permitted by law or where the customer has provided consent.

Customers may opt out of marketing communications at any time.

Regrade processes personal data only where there is a valid reason to do so, including:

• To perform a sale, order, delivery, return, refund, or warranty process.
• To comply with legal, tax, accounting, or regulatory obligations.
• To protect Regrade’s legitimate business and security interests where permitted by applicable law.
• To prevent fraud, misuse, or unlawful activity.
• To handle customer complaints, claims, and disputes.
• Where the customer has given consent, including for certain marketing or cookie activities.

Regrade may share personal data with trusted third parties where necessary to operate the business, fulfil orders, provide services, comply with legal obligations, or protect legitimate interests.

This may include:

• Shopify and website/e-commerce infrastructure providers.
• Payment gateways and payment processing providers.
• BNPL providers such as Tabby, Tamara, or similar providers where enabled.
• Banks and refund-processing providers.
• Couriers, delivery partners, and logistics service providers.
• Customer support, CRM, email, SMS, and WhatsApp communication providers.
• Analytics, advertising, and marketing service providers.
• Fraud-prevention, chargeback-management, and security service providers.
• IT, hosting, cloud storage, and technical support providers.
• Repair, inspection, or authorised service partners where needed for warranty or technical assessment.
• Legal advisors, accountants, auditors, tax advisors, insurers, and professional service providers.
• Government authorities, courts, regulators, or law-enforcement bodies where required by law.

The Regrade website and services may use third-party platforms and service providers, including Shopify, payment providers, delivery partners, analytics tools, advertising platforms, email/SMS/WhatsApp tools, and BNPL providers.

These third parties may process personal data according to their own privacy policies and terms. Customers should review the relevant third-party terms when using payment, BNPL, delivery, or other external services.

Some of Regrade’s service providers may process, store, or access personal data outside the United Arab Emirates.

Where personal data is transferred outside the UAE, Regrade will take reasonable steps to use appropriate contractual, technical, and organisational safeguards in line with applicable data protection requirements.

Regrade uses cookies and similar technologies to operate the website, remember preferences, improve performance, secure transactions, analyse website traffic, support cart and checkout functions, and provide marketing or remarketing where enabled.

Cookies may include:

• Strictly necessary cookies for cart, checkout, account login, fraud prevention, and security.
• Preference cookies for language, region, and display settings.
• Analytics cookies for website performance and usage analysis.
• Marketing cookies for advertising, campaign measurement, and remarketing.

Customers can manage cookies through browser settings or website cookie controls where available. Blocking some cookies may affect cart, checkout, login, or website functionality.

More details may be provided in Regrade’s separate Cookie Policy.

Regrade may send marketing communications by email, SMS, WhatsApp, or other approved channels where permitted by law or where the customer has provided consent.

Marketing communications may include product updates, offers, promotions, abandoned cart reminders, new arrivals, service updates, and Regrade announcements.

Customers may unsubscribe or opt out of marketing communications at any time by using the unsubscribe link, replying with the opt-out instruction where available, or contacting Regrade at support@regrade.store.

Service messages related to orders, payments, delivery, returns, refunds, warranty claims, account activity, or security may still be sent where necessary.

Customers must back up, transfer, remove, and secure all personal data before submitting any device to Regrade for return, inspection, repair, replacement, exchange, or warranty assessment.

This includes photos, videos, files, apps, passwords, iCloud accounts, Google accounts, Samsung accounts, device locks, screen locks, passcodes, activation locks, Find My iPhone, Factory Reset Protection, SIM cards, memory cards, and any other personal information or account access.

Regrade may reset, erase, restore, update, inspect, diagnose, repair, or replace submitted products as part of return, refund, warranty, inspection, repair, resale preparation, or fraud-prevention processes.

Regrade is not responsible for customer data loss, backup failure, data-transfer failure, forgotten passwords, activation locks, account locks, app issues, software issues, or third-party service issues where such issues arise from the customer’s failure to back up, remove, unlock, or secure the device before submission, except where liability cannot be excluded under applicable law.

Regrade keeps personal data only for as long as necessary for the purposes described in this Privacy Policy.

Retention periods may depend on:

• Order fulfilment.
• Delivery and customer-support needs.
• Return, refund, and warranty periods.
• Tax, accounting, and invoice requirements.
• Fraud prevention and security.
• Legal claims, disputes, or investigations.
• Regulatory or legal obligations.

When personal data is no longer required, Regrade will take reasonable steps to delete, anonymise, or securely store it in accordance with applicable requirements.

Regrade uses reasonable technical and organisational measures to protect personal data against unauthorised access, loss, misuse, alteration, disclosure, or destruction.

These measures may include access controls, secure service providers, password protection, payment-provider processing, system monitoring, internal procedures, and restricted access to customer records.

Subject to applicable law, customers may have the right to:

• Request access to personal data held by Regrade.
• Request correction of inaccurate or incomplete personal data.
• Request deletion of personal data where legally permitted.
• Request restriction or cessation of certain processing.
• Withdraw consent where processing is based on consent.
• Object to certain marketing or automated processing.
• Request transfer or portability of personal data where applicable.
• Submit a complaint regarding personal data handling.

To make a privacy request, customers may contact Regrade at support@regrade.store with their name, contact details, request type, and any information needed to verify the request.

Regrade may request proof of identity before responding to a privacy request.

The Regrade website is intended for customers who can legally enter into purchases or who use the website with parent or guardian involvement.

Regrade does not knowingly collect personal data from children for independent purchases. If Regrade becomes aware that a child has provided personal data without appropriate parent or guardian involvement, Regrade may take reasonable steps to delete or restrict that data where required.

The Regrade website may contain links to third-party websites, payment providers, BNPL providers, social media platforms, courier tracking pages, or external services.

Regrade is not responsible for the privacy practices, content, security, or terms of third-party websites or services. Customers should review the privacy policies of those third parties before providing personal data.

If Regrade becomes aware of a personal data breach or security incident that may affect customer privacy, Regrade will take reasonable steps to investigate, reduce risk, and take appropriate action in accordance with applicable law.

Where legally required, Regrade may notify affected customers, service providers, or competent authorities.

Regrade may update this Privacy Policy from time to time to reflect legal, operational, technical, payment, delivery, marketing, website, or service changes.

The updated version will be published on the website with the latest update date.

Customers should review this Privacy Policy periodically to stay informed about how Regrade handles personal data.

For privacy questions, data requests, or concerns about how personal data is handled, customers may contact: