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