How we evaluate trade-in phones

When your parcel arrives, we check that the phone matches what you told us when you requested your quote — model, storage, whether it works and its overall condition. That lets us confirm your offer or propose a revised price if something important differs, always according to the trade-in terms you accepted.

What we need from you before you send the phone

Take your time answering the questions when you create your quote: the correct brand and exact model, storage if it affects the price, whether the phone switches on and works, and an honest description of marks or damage. If something does not match what we see when we open the parcel, the final amount may change.

How we assess appearance

We look at three areas — screen, frame and back — and compare them with what you indicated. That helps us grade the phone fairly and explain any difference if needed.

Screen — scratches, cracks, display marks or touch problems.
Frame and sides — dents, impacts or visible deformation.
Back — cracks, lifting parts or stains you did not mention.

The most worn area counts: if one part is clearly below what you declared, it can lower the buy-back price even if other areas look better.

Theft checks and account or network locks

We carry out checks so we can buy your phone legally and safely — for example that it is not reported stolen and that locks linked to an account or mobile network are removed as explained in our instructions.

We verify identifiers against theft databases when possible.
Features such as Find My must be turned off and accounts unlinked following our guidance; otherwise we cannot finish the process.
Business or carrier restrictions may prevent a buy-back until they are resolved.

Battery

We review battery health and everyday charging behaviour so we can compare them fairly with what you declared.

Cameras

We take photos and short videos with the cameras your model should have (front, main, wide-angle or zoom where applicable) to check that images are sharp and usable.

Main functions we check

We run through the features people use daily — for example charging, unlocking the phone, cameras, sound during calls and recordings, speakers, sensors, buttons, vibration, touchscreen and screen quality.

The phone charges normally.
The body matches the condition you described.
Face ID or fingerprint unlock works when your model includes it.
Photos from each camera are clear.
Sound is picked up correctly when recording video.
Voice notes and call audio are easy to hear.
Mobile calls work when we can test them safely.
During a call, the screen behaves as expected when you hold the phone to your ear.
The main speaker plays sound clearly.
The earpiece is audible on calls.
Vibration works.
Volume and power buttons (and mute switch if fitted) respond correctly.
The touchscreen responds across the display.
The screen has no visible flaw beyond what fits the grade you chose.

Photos we may keep

If useful, we keep photos of identifiers, overall condition and accessories you send with the phone. That helps us align your quote with what we received if any question comes up.

How long the check usually takes

Most phones are assessed within about 15 to 45 minutes after we receive your parcel. It may take longer if the phone needs updates or a reset, or if account locks still have to be removed with your help.

If something does not match your declaration

Important differences — damage, faults or locks — may lead to a revised offer or us declining the buy-back, following our published trade-in rules. We explain the reasons clearly.

Questions about your trade-in?

Please reach out through the Contact page, quoting the trade-in reference from the email we sent after you shipped your parcel.

How we evaluate trade-in phones