General Trade-in Terms

The website www.nomophone.com is published and operated by:

In addition to the online sale of refurbished electronic devices, NomoPhone carries on a trade-in business, that is, the buy-back of used devices from private individuals and businesses.

2.1. Purpose. The GTT exclusively govern the device trade-in and buy-back transactions offered on the Site. NomoPhone’s General Terms of Sale (GTC), which govern purchases made on the Site, do not apply to these transactions.

2.2. Acceptance. The Customer accepts the GTT by ticking the box provided for this purpose when submitting a trade-in request, before sending the device. NomoPhone keeps a record of this acceptance, with its date and the version accepted.

2.3. Applicable version. Each trade-in is governed by the version of the GTT accepted by the Customer when submitting the request. A later version does not apply to pending requests, unless the Customer expressly accepts it. Successive versions of the GTT remain available for consultation and download at the bottom of this page.

2.4. Capacity. The Customer must be at least eighteen (18) years old and have the legal capacity to transfer the device. A business Customer declares that they act on behalf of the business they represent; the provisions of the GTT specific to consumers, in particular consumer mediation (Article 12.2), do not apply to them.

3.1. Ownership. The Customer warrants that they are the lawful owner of the device, that it has been paid for in full and that it is not subject to any rental, credit or financing agreement, any retention of title or any other right of a third party. A device that is rented, or bought on credit and not yet fully paid for, cannot be traded in. Any false declaration as to the origin or ownership of the device engages the Customer’s liability.

3.2. Devices not accepted. By submitting a request, the Customer confirms that the device has none of the following characteristics:

• Blacklisted: device reported lost or stolen, or listed on an operator blacklist (IMEI)
• FMI enabled (“Find My”): iCloud lock not disabled on an iPhone or iPad
• Operator locked: device locked to a network (SIM lock)
• Company locked: device linked to a business account or to a fleet management solution (MDM, Mobile Device Management)
• Samsung Knox locked: Samsung device subject to a Knox lock (Knox Guard, Knox Mobile Enrollment, Knox Manage or any other Knox remote management or locking service), whether linked to financing, an operator or a company
• Any other account or lock (Google or Samsung account not removed, lock code, etc.) preventing normal use or inspection of the device

3.3. Unlocking. Before sending the device, the Customer removes all accounts and locks associated with it (iCloud, Google, Samsung, Xiaomi accounts, Samsung Knox lock or any other protection system of the manufacturer, the operator or the company). As long as an account or lock remains, the device can neither be inspected nor bought back: NomoPhone informs the Customer and invites them to remove it remotely. Once the lock has been removed, the offer is confirmed or a counter-offer matching the condition observed is proposed (Article 6); failing that, the device is returned under the conditions of Article 8.2.

3.4. Battery. For safety reasons, NomoPhone refuses any device whose battery is swollen, punctured or likely to pose a risk during transport or handling.

3.5. Operating system. The device must have its original operating system or a functional system (iOS, Android, Windows, macOS, ChromeOS, etc.) allowing it to start up, be identified and undergo technical tests. A device without an operating system, that does not start up, or whose system is corrupted or does not allow checks to be carried out, may be classified as non-functional or partially functional and be subject to a counter-offer (Article 6).

3.6. Original device. The device must be original, that is, consistent with the configuration designed by its manufacturer, and must not have been modified in any way. In particular, a device to which a SIM card slot or reader not provided for originally has been added, or whose screen does not match the original screen (for example an LCD screen fitted in place of an OLED screen), is not accepted. A replacement frame (or back cover) bearing the manufacturer's logo is considered counterfeit; the same applies to a replacement frame without a logo where the manufacturer originally affixes one. A modified or counterfeit device is refused and returned under the conditions of Article 8.2. Replacing a part with a part of the same technology and with characteristics equivalent to the original does not constitute a modification within the meaning of this article; it may only justify a counter-offer (Article 6.3).

3.7. Engraved or personalised device. A device bearing an engraving or any other permanent personalisation (name, initials, text, pattern, etc.) cannot be resold as is: putting it back on sale requires replacing the engraved part. A Customer who wishes to sell such a device must request a personalised quote, stating the exact content of the engraving and its location. NomoPhone may then offer to buy the device back either as “Broken” or as “Good condition” (pronounced scratches), depending on the engraved part and the overall condition of the device. An engraved device sent without a personalised quote may be subject to a counter-offer established on the same basis (Article 6.3).

4.1. Estimate. The price offered when the request is submitted (hereinafter the “initial offer”) is based on the Customer’s declarations (model, storage capacity, condition, functionality, accessories). It is confirmed after the inspection of the device provided for in Article 6.

4.2. Validity. The initial offer is valid for a device sent within the period provided for in Article 5.1. After that period, the request is cancelled and a new estimate, made on the conditions of the day, is required.

4.3. Accessories. Except for a smartphone, the Customer sends with the device all the accessories originally supplied by the manufacturer (charger, cable, strap, charging case, controllers, battery, remote controller, etc.). Of these, only the accessories expressly indicated as mandatory during the estimate may justify a counter-offer or a refusal of the trade-in; a compatible accessory is accepted in place of the original one. These are the items required for the device to work, to be inspected and to be resold, namely, depending on the type of device:

• Smartphones: no accessory is required; the Customer keeps their charger, cable, earphones and case.
• Tablets: compatible charger and cable.
• Laptops: a complete charger (power adaptor and cable), either original or compatible, for charging and testing the device.
• Desktop computers (desktop units, mini PCs, iMacs, Mac Studios, etc.): a working keyboard and mouse, as well as the unit’s power cable.
• Wireless earphones (AirPods, Galaxy Buds, etc.): original or compatible charging case, without which the earphones do not constitute a complete product.
• Smartwatches: charger (cable or charging dock) and wristband or strap, original or compatible, allowing the watch to be charged, tested and worn.
• Video game consoles: main controller(s) and power cable; for handheld consoles (Nintendo Switch, Steam Deck, etc.), a suitable charger and, where applicable, the docking station where it was part of the original package.
• Cameras and video cameras: battery and charger or mains adapter, where supplied as standard with the device.
• Drones: remote controller, battery or batteries and charger, where supplied as standard with the device.
• Virtual reality headsets: controllers and charging or power cable, where supplied as standard with the device.

4.4. Other accessories. The absence of an item that was not expressly requested during the estimate (original box, packaging, manual, SIM ejector tool, case, screen protector, optional stylus, etc.) has no effect on the trade-in price. If in doubt, the Customer is invited to contact customer service before shipping.

4.5. Promotional codes and referral. Only one discount may apply to a given request: a trade-in promotional code or a referral benefit, the latter prevailing where both are entered. Its amount, shown when the request is submitted, is added to the trade-in price; it is only acquired if the trade-in is completed and can neither be converted into cash nor carried over to another request. The conditions specific to each code (period of validity, eligible devices, any minimum amount) are those communicated with the code. The bonus for shipping by the Customer’s own means is governed by Article 5.4.

4.6. Currency. The trade-in price is set and paid in euros. Where the Site also displays an amount in another currency, that amount is given for information only, calculated at the reference exchange rate of the day and rounded; only the amount in euros is binding on NomoPhone. Any conversion or receiving fees charged by the Customer’s bank remain payable by the Customer.

5.1. Shipping deadline and withdrawal. The Customer has fifteen (15) calendar days from the creation of their request to send the device. As long as the device has not been sent, the Customer may withdraw from the trade-in, at no cost and without giving reasons, simply by not sending it. If the device has not been received by the end of this period, the request is cancelled automatically; however, a Customer who proves that the device was sent within the period (proof of dispatch) retains the benefit of the request.

5.2. Packaging. The Customer packs the device carefully, hands it over to the carrier and keeps the proof of dispatch. Damage resulting from manifestly insufficient packaging may justify a counter-offer.

5.3. Shipping arranged by NomoPhone (prepaid shipping label). Where NomoPhone provides a shipping label free of charge, it does so solely as a logistical convenience. The label has its own period of validity, indicated on the label or in the accompanying message, which may be shorter than the period in Article 5.1; if it expires, the Customer may request a new one free of charge from customer service. The transport contract is performed on behalf of the Customer, who remains the sole shipper of the consignment and retains the risks associated with transport until the device is actually received by NomoPhone. NomoPhone handles, on the Customer’s behalf, the claim procedure with the carrier: in the event of loss, theft or damage to the parcel during transit, the Customer informs NomoPhone as soon as possible and sends it the proof of dispatch and any useful evidence (tracking number, description of the device, photographs of the parcel). NomoPhone files and follows up the claim, keeps the Customer informed of its progress and passes on the compensation obtained, up to the accepted trade-in price or, where no offer has yet been accepted on the date of the incident, up to the initial offer. The prepaid shipping label is not insurance covering the value of the device: the carrier’s compensation is capped by its own general terms, of which the Customer acknowledges being informed.

5.4. Shipping chosen by the Customer. Where the Customer chooses to send the device by their own means and at their own expense, they conclude the transport contract themselves and bear the risk of loss, theft or damage until the parcel is actually received by NomoPhone; any claim is filed directly with their carrier, NomoPhone providing on request the findings made on receipt. In this case, NomoPhone grants the Customer a flat bonus of €10 added to the trade-in price, subject to the device actually being received. It is up to the Customer, if they so wish, to take out insurance covering the value of the device during transport.

5.5. Findings on receipt. The carrier’s weight records, photographs, unboxing video recordings and the findings made by NomoPhone on receipt of the parcel may be used as evidence of the contents actually received. No payment may be claimed until the device has been received and inspected.

6.1. Inspection period. NomoPhone inspects the device within three (3) working days of its receipt, usually within twenty-four (24) hours. This period is suspended for as long as a lock prevents testing (Article 3.3) and during the checks provided for in Article 10.

6.2. Compliant device. If the device matches the Customer’s declarations, the initial offer is confirmed and the price is paid under the conditions of Article 7. If the device received is in better condition than declared, NomoPhone sends the Customer a new offer, increased to the price corresponding to the condition actually found; Articles 6.4 and 6.5 apply.

6.3. Counter-offer. If the inspection reveals a discrepancy with the Customer’s declarations or a defect that could not be detected during the online estimate (oxidation, non-original parts, previous repairs, intermittent malfunctions, replaced components, etc.), NomoPhone may send the Customer a new offer (hereinafter the “counter-offer”). The counter-offer may only be based on the condition of the device actually received, and never on changes in market prices. It states its amount and the precise reason for the revision and, where the defect lends itself to it, is accompanied by photographs viewable in the customer account.

6.4. Customer’s reply. The Customer has fifteen (15) calendar days from the sending of the counter-offer to accept or refuse it from their customer account. Three reminders are sent by email, on the fifth, tenth and thirteenth day; each states the amount offered, the number of days remaining and the consequence of not replying. In the event of refusal, the device is returned to the Customer free of charge, at our expense and with no deduction whatsoever (Article 8.1).

6.5. No reply. By accepting the GTT, the Customer expressly agrees that, failing a reply within the period in Article 6.4, the counter-offer is deemed accepted at the amount communicated. The Customer remains free to refuse it at any time before that period expires.

6.6. Non-compliant parcel. If an empty or incomplete parcel is received, or one containing a product different from that declared, NomoPhone may suspend processing of the file, request additional supporting documents and, where applicable, report the facts to the competent authorities.

7.1. Payment period and method. The trade-in price (confirmed initial offer or accepted counter-offer, plus, where applicable, the benefits provided for in Articles 4.5 and 5.4) is paid by bank transfer to the account whose IBAN the Customer has provided, within twenty-four (24) working hours following final validation of the device and receipt of the documents provided for in Article 10.2. NomoPhone charges no fees on this transfer.

7.2. Purchase voucher. At the Customer’s request and with NomoPhone’s agreement, the trade-in price may be paid in the form of a purchase voucher: a single-use code, for an amount equal to the trade-in price, usable on any order placed on the Site and with no expiry date. The voucher is neither refundable nor exchangeable for cash; if it is used for an order of a lower amount, the difference is not retained.

7.3. Buy-back voucher and self-billing. For consumer Customers, after validation of the device and payment, NomoPhone draws up a buy-back voucher summarising the device transferred, its serial or IMEI number, the price paid and the date of the transaction. This document, provided to the Customer on request, is kept by NomoPhone as proof of the purchase price; it is not an invoice subject to value added tax. For business Customers subject to value added tax, the Customer expressly mandates NomoPhone to issue, in their name and on their behalf, the invoices relating to the devices transferred, in accordance with Article 289, I, 2 of the French General Tax Code and Article 242 nonies A of Annex II thereto; the Customer remains fully responsible for their reporting obligations and has thirty (30) days to contest an invoice so issued.

8.1. Free return. Where the Customer refuses a counter-offer (Article 6.4), the device is returned to them in full, free of charge and at our expense, to the address they provided, with no deduction whatsoever.

8.2. Return at the Customer’s expense. Subject to Article 10.1, where the device is refused because, from the moment it was sent, it did not meet the trade-in conditions accepted by the Customer, the return costs are borne by the Customer. This includes in particular the following cases: non-conformity preventing the trade-in (product, brand or model different from the one declared, etc.); accessory expressly indicated as mandatory during the estimate and missing (Article 4.3); device reported lost or stolen, blacklisted or subject to a block; FMI (“Find My”) active or iCloud, Google, Samsung or other manufacturer account not removed; operator lock, company lock or MDM, Samsung Knox lock or any other lock (Articles 3.2 and 3.3); battery posing a risk (Article 3.4). These costs amount to a flat fee of €19 incl. VAT, whatever the destination country. NomoPhone informs the Customer by email of the reason for the refusal and sends a secure payment link; the device is shipped back as soon as payment is received, with a tracking number.

8.3. Remote unblocking. Where the reason for the refusal can be removed remotely (unlocking, removal of an account), the Customer may do so instead of paying the return costs: the offer is then confirmed or a counter-offer is proposed (Article 6), with no return costs.

8.4. Device not collected. A device that is not bought back remains the Customer’s property and is kept at their disposal. If the return cannot be completed (incorrect address, parcel unclaimed or refused), if the Customer cannot be reached or if the return costs remain unpaid, NomoPhone sends them at least three reminders by email, at least seven days apart, followed by a formal notice by registered letter with acknowledgement of receipt. Except in the case provided for in Article 8.5, NomoPhone never recycles, destroys or resells a device it does not own without the Customer’s express consent.

8.5. Abandonment. If, one (1) year after the first reminder and at least three (3) months after the formal notice was first presented, the Customer has neither collected the device nor replied, the device is deemed abandoned. NomoPhone may then, after secure erasure of the data, entrust it to an approved waste electrical and electronic equipment treatment channel; it may under no circumstances resell it.

9.1. Transfer of ownership. The Customer remains the owner of the device until the trade-in price has actually been paid; that payment transfers ownership to NomoPhone. No other event (dispatch, receipt, opening of the parcel, inspection) transfers ownership.

9.2. Transport risks. The risks associated with transporting the device until its receipt by NomoPhone are governed by Articles 5.3 and 5.4.

9.3. Custody of the device. From receipt of the device until payment or until its return, NomoPhone holds it on behalf of the Customer, for the sole purposes of inspection, testing and safekeeping. It takes custody of it with due diligence and is liable for its loss, theft or damage occurring during that period, up to the accepted trade-in price or, failing that, the initial offer.

9.4. Final nature of the price. Once the price has been paid, the trade-in is final: NomoPhone waives any recourse against the Customer, in particular under the warranty against hidden defects, for defects that its inspection made it possible to detect. This waiver does not apply in the event of fraud or false declaration as to the origin or ownership of the device, nor where the device is reported lost or stolen, blocked or locked after the trade-in at the Customer’s initiative; NomoPhone may then claim repayment of the price paid.

10.1. Lost or stolen device. If the device is identified as reported lost or stolen, blacklisted or subject to a block, NomoPhone refuses to buy it back and may, in accordance with applicable regulations, inform the competent authorities and hold the device at their disposal.

10.2. Second-hand purchase register. As a business buying second-hand movable goods, NomoPhone is required to keep a register identifying the devices acquired and the persons who sold them (Article 321-7 of the French Criminal Code and its implementing provisions). Before any payment, the Customer therefore sends a valid identity document together with the bank details to which they wish to be paid; until these documents have been received, payment is suspended and reminders are sent to the Customer. This data is processed for this legal requirement and under the conditions set out in Article 11.2.

10.3. Additional checks. Where an anomaly or a suspicion of fraud is detected, NomoPhone may suspend processing of the file and ask the Customer for supporting documents proportionate to the check: proof of ownership or purchase of the device (invoice, receipt), proof of the bank details provided and any information making it possible to verify the origin of the device (IMEI or serial number, circumstances of acquisition). These checks have the sole purposes of combating fraud and handling of stolen goods and of complying with NomoPhone’s legal obligations. If there is any doubt about the Customer’s identity, NomoPhone may ask them to complete an online identity verification carried out by its provider Stripe Identity (identity document and selfie), by invitation sent by NomoPhone.

10.4. Fraud. In the event of proven fraud (stolen device, identity theft, device substitution, deliberate false declaration), NomoPhone may cancel the trade-in and refuse any payment; the device is then returned to the Customer under the conditions of Article 8.2 or, where the law so requires, handed over to the competent authorities. A mere error in the declaration does not constitute fraud: where applicable, it gives rise to a counter-offer (Article 6.3).

11.1. Data stored on the device. It is the Customer’s responsibility to back up and then erase their data before sending the device: it can no longer be returned to them once the device has been reset. On receipt, NomoPhone securely erases any data still present and, until that erasure, implements appropriate technical and organisational measures to protect it. This clause in no way limits NomoPhone’s liability in the event of a breach of its own obligations, in particular under the General Data Protection Regulation (GDPR).

11.2. Customer data. The personal data collected for the trade-in (identity, contact details, bank details, identity document, information relating to the device) is processed by NomoPhone to perform the trade-in, comply with its legal obligations (Article 10.2) and prevent fraud, under the conditions described in its privacy policy, which specifies in particular the retention periods and the Customer’s rights.

12.1. Complaint. In the event of a dispute, the Customer and NomoPhone undertake to seek an amicable solution before taking any legal action. The Customer may send any complaint to customer service at contact@nomophone.com.

12.2. Consumer mediation. If the reply is not satisfactory, a consumer Customer may refer the matter free of charge to a consumer ombudsman (Articles L.612-1 et seq. of the French Consumer Code), within one year of their written complaint to NomoPhone. The competent ombudsman is:

13.1. Applicable law. The GTT are governed by French law. However, a consumer Customer habitually resident in another country retains the protection afforded by the mandatory provisions of the law of that country (Article 6 of Regulation (EC) No 593/2008 “Rome I”).

13.2. Jurisdiction. In the absence of an amicable settlement, a consumer Customer may bring proceedings, at their choice, before any of the courts having territorial jurisdiction under the French Code of Civil Procedure or before the court of the place where they resided at the time the contract was concluded or the harmful event occurred (Article R.631-3 of the French Consumer Code); where they are domiciled in another Member State of the European Union or in a State party to the Lugano Convention (Iceland, Norway, Switzerland), they may also bring proceedings before the courts of their country (Regulation (EU) No 1215/2012 “Brussels I bis” and the Lugano Convention of 30 October 2007). For business Customers, the courts with jurisdiction over NomoPhone’s registered office (Reims) have exclusive jurisdiction.

13.3. Language. The GTT are drafted in French and then translated. In the event of any discrepancy, the French version prevails to the extent permitted by applicable law; translations are provided for information purposes only.

For further information:

• General Terms of Sale
• Privacy Policy
• Cookie Policy
• Legal Notice
• Frequently Asked Questions
• Contact

For any question about the valuation of your device, payment, the return of a device or these terms, please contact us:

Email

contact@nomophone.com

Address

Arashev SARL (NomoPhone), 19-21 RUE DENIS PAPIN, 51100 REIMS, France

We are committed to responding to all your enquiries as soon as possible.