If your price changes
If your device does not match your order, we email you a new offer and explain why. You decide what happens next.
You stay in control
We explain the change
We email a revised offer with the reason, such as a different model, storage, condition or battery health.
You have 7 days
Accept and we pay you. Decline and we return your device. We never pay a revised price unless you accept it.
Free return
If your device was accurately described, we return it free of charge.
When a return is not free
A reasonable return fee may apply in these cases. We always explain it before we return your device.
- It is a different model, storage or item from your order
- It was materially misgraded or is incomplete
- It is still locked to an account
- It is counterfeit, non-genuine, lost, stolen, blocked or on finance
- It is unsafe to post
What we cannot send back
- SIM cards and memory cards are not returned
- Accessories, chargers, cases, boxes and packaging may not be returned
- Lost, stolen or legally restricted devices may be passed to the relevant authority
Please reply to our emails and check your spam and junk folders. If we hear nothing for 90 days after reasonable attempts to contact you, the device may be treated as unclaimed and responsibly recycled.
Questions before you sell?
Call 020 7070 8222, Monday to Friday, 9am to 5pm, or chat with us online.
Can I cancel my sale?
Yes, before you send your device. After it arrives, you can still decline a revised offer.
How long do I have to decide on a revised offer?
7 calendar days. If we do not hear from you, we may send a reminder and put the order on hold.
Do you return a device I sent by mistake?
Yes, but free return does not apply to items that do not match your order, and a reasonable return cost may apply.
Where can I read the full terms?
See our Terms of service.
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