Frequently Asked Questions
Answers to common questions about valuations, sending a device,
inspection, revised offers, returns and payment.
Which devices can I sell?
Eligible products may include listed smartphones, tablets,
smartwatches, MacBooks and other laptops. Use the live valuation
catalogue to check whether your exact model is accepted.
smartwatches, MacBooks and other laptops. Use the live valuation
catalogue to check whether your exact model is accepted.
Who can use the service?
The trade-in programme is intended for residents of Great
Britain and Northern Ireland. You must be at least 18 years old
or have the consent of a parent or legal guardian.
Britain and Northern Ireland. You must be at least 18 years old
or have the consent of a parent or legal guardian.
Is the online price guaranteed?
The online price is an estimated valuation based on the
information you provide. The final amount is confirmed after
the device has been inspected.
information you provide. The final amount is confirmed after
the device has been inspected.
How long is my quote valid?
The estimated value is generally held for seven days from the
order date. Devices received later may be valued using the
current market price.
order date. Devices received later may be valued using the
current market price.
Can I sell a broken device?
Some damaged or non-working devices may be eligible. Select the
correct condition when requesting a valuation. Severe damage,
unsafe batteries or missing parts may result in rejection.
correct condition when requesting a valuation. Severe damage,
unsafe batteries or missing parts may result in rejection.
What if my device has replacement parts?
Non-original, modified, counterfeit or incompatible replacement
parts may reduce the device value or result in rejection.
parts may reduce the device value or result in rejection.
What should I do before posting?
Back up your files, sign out of Apple, Google and other
accounts, disable activation locks, remove SIM and memory cards
and erase personal data where possible.
accounts, disable activation locks, remove SIM and memory cards
and erase personal data where possible.
How do I send the device?
Use the delivery option and shipping label shown in your order.
Keep your proof of postage and tracking information.
Keep your proof of postage and tracking information.
Should I send the device to the registered office?
No. Devices must only be sent to the processing address shown on
the shipping label or in the confirmed order instructions.
the shipping label or in the confirmed order instructions.
What happens after inspection?
If the device matches its description, the value is confirmed.
If it differs, you may receive a revised offer.
If it differs, you may receive a revised offer.
Can I reject a revised offer?
Yes. You may reject the revised offer and request an eligible
return, subject to the applicable terms and return conditions.
return, subject to the applicable terms and return conditions.
When will I be paid?
Payment is processed after the device has been verified and the
final offer has been accepted. Bank and payment-provider
processing times may vary.
final offer has been accepted. Bank and payment-provider
processing times may vary.
What happens to my personal data?
You should erase your personal information before sending the
device. Accepted devices are normally subject to a secure
data-erasure process before reuse.
device. Accepted devices are normally subject to a secure
data-erasure process before reuse.
What happens if a device is lost or stolen?
A device reported lost or stolen may be held, rejected and
reported to the appropriate network, insurer or law-enforcement
authority.
reported to the appropriate network, insurer or law-enforcement
authority.