Anti-Fraud and Stolen Device Policy
Device ownership, authenticity, customer security and lawful
recycling are taken seriously.
Fraudulent submissions, false ownership claims, manipulated device
identifiers, counterfeit devices and deliberate condition
misrepresentation may result in:
- Order rejection
- Payment suspension
- Account restriction
- Retention of relevant evidence
- Referral to an authorised organisation or public authority
2. Checks That May Be Carried Out
- IMEI and serial-number checks
- Network and block-status checks
- Lost, stolen and insurance-claim database checks
- Activation-lock checks
- Original-parts and device-authenticity inspection
- Payment and address risk checks
- Linked-order and unusual-activity checks
- Requests for proof of ownership or purchase
3. Investigation Holds
A device or payment may be placed on hold while information is verified
with the customer, carrier, network, manufacturer, insurer, database
provider or relevant authority.
4. Lost, Stolen or Unlawfully Obtained Devices
A device confirmed as lost, stolen, blocked, fraudulently obtained or
connected to unlawful activity may not be paid for or returned.
The device may be retained or provided to police, insurers, networks or
other authorised organisations where required or permitted by law.
5. Information Sharing
Relevant customer, order, payment, tracking and device information may
be shared where necessary to:
- Prevent fraud
- Investigate suspected criminal activity
- Recover lost or stolen property
- Protect customers and the service
- Comply with legal obligations
6. Customer Responsibility
You must only submit a device that you lawfully own or are legally
authorised to sell.
You must provide complete and truthful information about the device,
its ownership and its condition.
7. Reporting a Concern
Email:
[email protected]
Use the email subject:
Security Concern
Include the order reference and a clear explanation of the concern.