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Trade-in Terms and Conditions
Terms & Conditions
SPS Technology Services Limited t/a The Big Phone Store
Unit 9 Wednesfield Business Park
Waddens Brook Lane
Tel: 01902 867 862
Thank you for visiting https:thebigphonestore.co.uk/trade-ins ('the Site'). The Site is subject to our Terms (as defined below) which apply to your sale of goods to us. Please note that our services are designed for end users/ consumers but traders and/or those that buy and sell ("Traders") may use our services but will be excluded from free returns under all circumstances and shall be subject to a cost of return in the sum of £40 per item. For the avoidance of doubt the rest of these Terms & Conditions shall apply in the case of Traders using our services. Please carefully read these Terms before submitting your order from our Site. All users must read and fully understand the Terms set out below to ensure that they understand their access to and use of the Site. We recommend that you print and keep a copy of our Terms for future reference. Please note that by using our Site and submitting your Order (as defined below), you are accepting the practices described herein and you agree to be bound by these Terms in their entirety and without any limitation or qualification by using the Site and/or by placing any Order on the Site.
If you do not agree to our Terms then we will be unable to accept and progress your Order. Any terms and conditions referred to in any order by you, anywhere or at any time shall have no effect.
In these Terms and Conditions ("the Terms") :
means the agreement between you and us which is made up of the Order and these Terms.
means the goods detailed in the Order and includes any references to 'phone(s)' ‘device(s) handset(s) or similar within these Terms.
means your order placed on this Site once it has been accepted by us.
means the Testing Criteria set out at the end of these Terms.
"we" "us" "our"
means The Big Phone Store and refers to you and us together.
means you, the person using our Site and sending Goods to us which may be bought by us and recycled and whose details appear in the Order.
"Device" "Handset" “Phones”
means any item you send in to us for recycling.
Any reference in these Terms to a statute or a provision of a statute shall be construed as a reference to that statute or provision as amended, re-enacted, or extended at the relevant time.
The legal construction of the clauses/conditions in these Terms shall not be affected by their headings which are for convenience of reference only and shall not affect their interpretation.
Where the context so admits references to a "person" include any individual, firm, unincorporated association or body corporate, the singular number includes the plural number and vice versa, and words importing one gender include all genders.
References to clauses and conditions are to clauses and conditions of this document unless stated otherwise.
References to "New" and "Brand New" are interchangeable and for the avoidance of doubt have the same meaning.
Where the Customer consists of two or more persons such expression throughout shall mean and include such two or more persons and each or any of them. All obligations on the part of such a Customer shall be joint and several obligations of such persons.
The Contract will be formed when we send you a confirmatory e-mail following the placing of your Order.
The Contract between you and us is binding on you and us and on our respective successors and assigns.
You may not transfer or otherwise dispose of the Contract, or any of your rights or obligations arising under it, without our prior written consent.
We may transfer, assign, charge, sub-contract, or otherwise dispose of the Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
Our site is only intended for use by residents of Great Britain and Northern Ireland and we may at our sole discretion reject orders from outside of these territories.
You must own all rights, title, and interests in any Goods that you send to us.
Ownership of the Goods will pass to us when we receive them and we have dispatched payment to you and you should insure the Goods prior to that time. We will not be liable if the Goods are subject to loss or damage before receipt at our premises. Goods are sent at your own risk. We strongly recommend that all Goods, regardless of value, are sent by Special Delivery (which will be at your own cost). Equally, if for any reason your Goods are returned to you, you retain responsibility for risk in the Goods and we shall not be responsible for any damage in transit.
Use of Information We Collect
Upon placing an Order and use of this Site you will be asked to provide certain information. Simple browsing of the Site requires no need for you to submit any personal information. If however, you intend to place an Order or take part in our services and activities then we may ask you to provide certain personal details that we will use in order to identify you or to allow us to communicate with you about the status of your transaction. The type of information we may require may vary but shall include (but not be limited to) your email address, postal address, name, and mobile number, and other personal information. All personal details will be treated as strictly confidential, stored in a secure fashion and we will store this data securely and use it to fulfill our Contract with you.
It may be necessary from time to time to contact you for customer feedback purposes where your comments about our service would be gratefully received. Also, we may contact you to notify you about important changes made to the Site or our services. In addition, with your approval, we shall contact you by email with regards to offers, products, and services that may be of interest to you.
We may contact you by email, telephone, SMS, and MMS text message and other electronic messages such as picture messaging and/post.
For security reasons we are only able to return devices and send mail (electronic and postal mail) via the contact details provided when placing your order.
Disclosure of Your Information
The purpose of this statement is to set out how we use personal information that we may obtain about you. By either placing an Order on this website and by using the Site generally, you agree to this use.
Generally speaking, any personal information collected on this website is not shared with third parties but in certain instances, it will be such as:
1. Your personal information may be shared with employees and agents of The Big Phone Store. You consent to us (and our representatives) using your personal information to handle and administer your accounts, products, and services and to allow our agents to help us in promotional activities and programs and for the purposes of record-keeping and dealing with your queries. Such employees and agents will be required to keep your information secure and private.
2. It may be necessary to share or disclose your personal information for legal purposes or to enable us to comply with legal requirements imposed by laws and regulations.
We are obliged to hold your personal information for twelve months after the date upon which it was last used. After twelve months of non-usage, we may contact you and ask you if you want to keep your details on our database. If you do not indicate by notifying us that you wish your details to be retained on our database, we may archive your details.
There are certain parts of the Site that use "cookies" to keep track of your visit and to help you navigate between sections. A cookie is a small data file that can contain information such as your user ID and the pages you have visited. The only personal information a cookie contains is information you have supplied yourself.
This device sale and recycling Site is owned and operated by SPS Technology Services Limited. We are registered in UK (Company Registration Number:8014950), the registered address is as follows:
Units 9, Wednesfield Business Park
Waddens Brook Lane
All users must use their own identity at all times and ensure that all information provided is accurate and up to date. We reserve the right to refuse to accept an order or to trade devices with any person.
Only a single user is permitted under each registration. In the event that you know or suspect that your password has been obtained or used by someone else then you must contact us and we will be happy to hold or cancel your registration at our sole discretion.
By placing an order through our site, you confirm and warrant that:
You are resident in Great Britain or Northern Ireland; and
You are accessing our site from that country; and
You are legally entitled to sell the goods; and
You are legally capable of entering into a binding contract; and
You are at least 18 years old; or
If you are under 18 years of age, that you have obtained your parent's or guardian's consent to sell your goods to us
You and your parents or guardians release us of any liabilities or claims that may arise if you send the Goods to us in breach of these conditions/warranty.
If you deal as a consumer any provision of this contract which is of no effect to a consumer shall not apply. Your statutory rights are not affected by this contract.
For the purposes of these Terms "consumer" means an individual who neither makes this contract in the course of a business nor holds himself out as doing so, as defined in Section 12 of the Unfair Contracts Terms Act 1977.
By placing an order through our site, you confirm that:
You are authorized to act on behalf of the registered business; and
You are based in Great Britain or Northern Ireland; and
You are accessing our site from that country; and
You are legally entitled to sell the goods; and
You are legally capable of entering into a binding contract.
In order to receive the full indicative value for the Goods, the Goods must match the make and model in the Order and meet the conditions set out in the Testing Criteria. Please read the Testing Criteria before submitting your Order to our Site. We recommend that you print and keep a copy of the Testing Criteria for future reference. If you are unable to accept our Testing Criteria, you will not be able to place an order via our site.
By submitting an Order through our Site you confirm that the device(s) comply with these Terms and Testing Criteria. By sending your Device to us, you agree to sell the Device for a price that reflects the condition of the Device applied by us and not necessarily the amount displayed.
If a device fails to meet our Testing Criteria, we will propose an adjusted price by email and this may mean that the Device is downgraded to the next category and the appropriate revised price shall reflect this. Categories in order are New, Good, Poor, and Broken.
If you choose to decline our new offer, the following charges shall apply:
1. In the event that we have offered a revised price and downgraded the Device from New to any other category then we will charge £20 for the return of each device.
2. In the event that we have offered a revised price and downgraded the Device to a Broken Device then we will charge £25 for the return of each device.
3. In the event that we have offered a revised price and downgraded the Device from Good to Poor then we shall return the Device free of charge.
4. In the event that we have offered a revised price but not downgraded the condition of the Device then we shall return the Device free of charge.
We will only return the Device and not any additional items sent with your order (including but not limited to batteries, chargers, cases, boxes, SIM cards etc) as these cannot be returned. Should you fail to make payment for return postage within 7 days of you declining our revised offer then we will dispose of your Device and you will not be entitled to any payment as we will need to cover the costs for admin, storage, and insurance.
We have the final decision on all Device values and all decisions as to whether the good(s) meet the Testing Criteria shall be at our sole discretion. Adjusted orders will be automatically processed for payment at the revised price if we do not receive a response to our proposed offer within 7 days of sending you the revised offer as we will treat our counter offer as accepted. It is your responsibility to check your emails (including spam/junk folders) and make payment for the cost of any returns, we will not contact you to ask for return payment. Any failure to check your emails (including spam/junk folders) will result in no liability on our part for processing the order at the revised price.
Devices not listed on our website will be automatically recycled where possible, subject to these Terms. Such Devices cannot be returned under any circumstances. Please ensure you are happy to send such Devices to us for recycling only as you will not receive any payment for such Devices. Please note we accept phone battery chargers and accessories with mobile phones but these do not increase the value of your order, if however, you are sending in any other device other than a mobile phone or tablet then you must ensure we receive batteries, chargers, cables or anything that was part of the original sales purchase, etc. Failure to do so will result in a revised price being offered.
Devices in pieces or parts or Devices which have no value, will not be returned and we may recycle them.
All prices for all conditions offered on our website are maximum prices that we may pay up to subject to the Device meeting our Testing Criteria. Please note that in particular with regards to Broken Devices even if we have made an offer we shall be under no obligation to purchase a Broken Device and the price we offer on our website is indicative only as it will depend on how broken the Device is. This means that we may offer a price for a Broken Device on our website but depending on the extent of the condition of the Broken Device we reserve the right to withdraw our offer in its entirety and the right to refuse to buy any such Device. You, therefore, acknowledge that in some cases, the value may be zero if Devices are beyond economical repair. A revised value will only be given once the Device has been tested or inspected. In the event that we buy a Broken Device then this will be traded using the same process as for all other Devices.
If an order is held in a downgrade dispute, photographic or video evidence can be provided to the customer to support our decision. There will be an additional charge of £10 to provide photographic evidence (which shall be waived should our revised offer be accepted) and £30 for video evidence which shall be payable regardless of the outcome of the dispute so shall not be waived under any circumstances due to the admin costs involved in providing this.
All orders received must match the submitted order details and it is your responsibility to ensure that the make and model are correct and we will be unable to process, make any payment on or return devices where received items do not match the order placed on our website (including but not limited to the make or model of the device).
You are responsible for:
canceling any airtime contract linked to or associated with each Device. We are not responsible for any call costs arising before, within, or after the "cooling-off period" or arising from any other circumstances.
removing any SIM cards from the Device prior to sending us your Goods. We accept no liability for any costs incurred. Any SIM cards received by us are non-returnable and we shall have no responsibility in respect of them.
Removing any personal details, SMS, photos, games, songs, ring tones, memory cards, or other storage data ("Data") from the Device prior to sending us your Goods AND FOR THE AVOIDANCE OF DOUBT to the extent, you do not remove any personal details from the Device prior to sending the Goods to us you consent and give us permission to access the Device (or a professional refurbishment third party contracted by us) for the purpose of erasing, deleting or wiping any personal details from them to the extent reasonably necessary. Any memory cards or personal details of Data received by us are non-returnable and we shall have no responsibility or liability in respect of them.
removing any Network, eSIM, Apple iCloud, Google or Brand-specific accounts, as well as your Password.
ensuring your Device is fully charged.
obtaining Proof of Postage whether you use our label or your own.
By sending your Goods to us, you agree to release us from all and any claims, losses, or damages with respect to the Goods, any data stored or contained therein or on any media used in conjunction with the Goods (whether in the form of personal details or other Data). Whilst in our possession we will endeavor to make every effort to software reset your Device. In the event that it becomes no longer economically viable to software reset your Device (including, but not limited to; non-working or unable to complete the software reset), we reserve the right to omit this process.
We accept no responsibility in relation to the security, protection, confidentiality, or use or disclosure of such Data and it is your responsibility to ensure that such Data is removed from the Device prior to you sending it to us.
We adhere to a code of practice set by the Home Office and the National Mobile Phone Crime Unit to ensure stolen and blocked mobile phones are not recycled. We reserve the right to check the IMEI numbers of all submitted orders via CheckMEND to ensure that Devices that are sent to us are not reported as stolen. In the event that we receive a blocked or stolen Device, the sender will be notified and asked to contact CheckMEND within 28 days to prove that they are the rightful owner and request the Device to be unblocked. If the Device is unblocked within this period, the order will be processed as normal. If however, the Device is not unblocked within 28 days, we will be required by law to dispose of it. In the event that we become aware of any issues at any time, we reserve the right to withhold/cancel the payment and you agree to co-operate with us and any authorities should we so request.
We reserve the right to inform the relevant authorities if there is any suspicion that there is a deliberate attempt to perpetrate a fraud.
If a device sent to us is found to be fake or counterfeit we will not be able to return the device and no monies will be paid for the device sent. We reserve the right to reclaim any money paid to the consumer or business if it is discovered after payment that the Device has either been reported lost blocked or stolen by the seller of the Device, or the Device is discovered to be a fake (i.e. Devices which are counterfeit Devices which are manufactured to resemble products made by another company in breach of copyright laws). We reserve the right to claim from you the cost of the Device that we paid you together with any additional sums to cover administration this amount will be a minimum of £100 additionally you shall also be responsible for all our legal costs in relation to claiming such costs.
Feedback / Libel / Defamation
We encourage all customers to leave feedback whether it be positive or negative but we do require that anything that you do write which can be viewed by the general public be truthful, fact full, and accurate. All feedback should contain facts only and not include any personal attack nor any exaggerated and/or untrue facts. If the feedback contains any of these then your order will be placed into dispute and no payment or return of handset will be possible until the feedback is removed or amended to be truthful, contains all the facts, and not state anything that we consider to be libelous.
We will contact you and ask you to remove any comments or feedback which we feel are untrue, exaggerated, attack us or are likely to damage our reputation if they are not true. Failure to do so on your behalf will result in us suing you for libel and defamation. The minimum amount of compensation which will be due will be £1000. We will allow seven days for this issue to be resolved, failure to act within this time may harm our professional reputation as a mobile device recycling company. After this time has elapsed you will lose all right to the return of your handset or any payment and any other items linked to the customer engaged in the dispute will also be held.
At all times we reserve the right to change and update our prices from time to time and we do not need to inform you of any changes. Such changes and updates may be made without prior notice.
Prices may change from day to day which means that if you check the value of your Goods on any given day but do not place an Order, you may be given a different value for the same Goods at a later time. Any special offers on prices are subject to particular terms which we may impose and may be varied or withdrawn at any time and without notice. Prices are shown and payments are made in pounds sterling.
Any order(s) placed prior to any price change will be unaffected by any such adjustment. If we do not receive your Goods within 14 days from the date your order is placed the current prices applicable at the time the Device is received will apply. We reserve the right to change the price and to process your order at the lower value or reject your order.
We shall not be held liable under any circumstances regarding price pledges as we will use our reasonable endeavors to offer customers the best price for their Goods.
Subject to a minimum order of £25 we pay for postage of your Goods to us by means of a free pre-paid postage label provided although a Packaging Guide will be sent to you advising you of alternative postage methods. Unfortunately, we do not accept responsibility for non-delivery of Goods or damage in transit under any circumstances. We strongly recommend that all Goods, regardless of value, are sent by Special Delivery (which will be at your own cost). If we receive packages that do not have the sufficient postage fees attached, we reserve the right to pass these fees back to you plus an administration charge of £10. For the avoidance of doubt should the order you place be less than £25 then no pre-paid label shall be provided and you will have to pay for postage. In ALL Cases you must obtain Proof of Postage as you will not be able to claim for loss/damage without it.
Registered deliveries should be sent to us at The Big Phone Store headquarters:
The Big Phone Store
Unit 9, Wednesfield Business Park,
Waddens Brook Lane,
Do not include more than two Devices in one envelope (or fewer if you send Device accessories). If sending more than two Devices or accessories, we recommend using more than one box with a separate postage label for each box. You must ensure that the Device(s) are adequately protected against damage during transit.
Any packaging provided by The Big Phone Store is done so on a without liability basis it is the customer's responsibility to ensure the items are sent to us in adequate packaging and protected sufficiently.
It is very important that you include your order number, full name, address (including postcode), and telephone number within the pack we receive from you, failure to do this will result in us being unable to process your order. This is particularly important in the event that you do not use our pre-paid label as we will have no method of knowing which order the Device relates to. Any orders received without order details present or which provide no order information will be delayed by up to 10 working days.
When we receive your order, we will check that it is complete and that it meets our Testing Criteria. Providing it does, we will make payment to you by bank transfer. We shall be under no obligation to make any payments (whether by bank transfer or Paypal) below £25 and in the event that your Device or the sum of your Devices is less than £25 then we shall not make any payment until we receive further orders from you bringing the aggregate total to over £25.
Under no circumstances will payment be dispatched before we receive your Goods.
We will not be liable for delay in your receipt of payment as a result of third party action or inaction or once we have issued payment.
You must ensure that you provide all correct, complete, accurate details, including without limit, payment, and account details. We will not be liable if you fail to receive a payment or suffer a loss (including if a payment is sent to an incorrect account) as a result of your failure to input all payment and other details correctly, completely, and accurately.
Each Device is processed separately even if included in a multiple Device sales order. We may send payment for each Device separately.
Should we need to resend payments due to incorrect bank account details being supplied, bank account details not provided there will be an administrative charge of £15 for every change.
Once payment has been issued under no circumstances whatsoever will we be able to return any handsets. For the avoidance of doubt, the payment does not necessarily have to be cleared.
Payments and handsets can only be sent to the details as entered in the initial order, under no circumstances will we make payments to different names or addresses.
Bank Transfer payments
Bank Transfer payments can only be made to the account details given when placing the online order. The account name must be the exact match as to the order name and we shall not be liable in any way for any failure of payment or delay in payment as a result of the account name and the order name not matching. We cannot, under any circumstances, recall or reissue bank transfer payments once they have been made. Please allow up to 7 working days for bank transfers to show in your account. Please note that we will issue payments on the same day as the order is received (unless excluded under "Exceptions to Same Day Payments") provided that your order is received before 12PM on a working day and meets the Testing Criteria. Payments are made at the end of the day and whilst we shall make payment on the same day for orders received before 12PM (unless excluded under "Exceptions to Same Day Payments"), we cannot guarantee when it will arrive in your bank account.
Payments for New Devices shall only be payable via Paypal and not bank transfer and PayPal payments are made at the end of the day and whilst we shall make payment on the same day for orders received before 12PM (unless excluded under "Exceptions to Same Day Payments"), we cannot guarantee when it will arrive in your PayPal account.
Exceptions to Same Day Payments
It is not possible to make same day payments in the following circumstances (these exceptions do not apply to New Devices):
if your Device requires a software update and we are unable to test it without installing the update (some updates take hours making it impossible for us to pay on the same day). Please, therefore, ensure that your Device is updated to the latest software versions (this is not required for New Devices).
'Broken Devices' (please refer to the Testing Criteria) shall be exempt from same day payments and can take up to 7 days for us to process and to confirm the price or offer a revised price. This is because we need to inspect and diagnose all faults before we can judge if it can be repaired economically.
If your Device is not charged upon receipt meaning we will need to charge it before carrying out tests (this is not required for New Devices).
In the above events, we will process it as soon as we can and will email you when testing is complete.
To the extent that we are liable to you in respect of breach of contract, for negligence or for any other legal liability in relation to our Contract with you or otherwise, our total liability to you will be limited to one times the value of the Goods which is the subject of the liability, (as determined by us in accordance with our usual valuation procedures) and any losses which are foreseeable as a direct consequence of us breaking our Contract with you.
We shall not be responsible for any indirect or special losses which happen as a side effect or consequence of any main loss or damage or for anything which we or you could not reasonably anticipate. This includes but is not limited to the following, however, they arise: direct loss of profit and indirect loss of profit; loss of income or revenue; loss of savings; loss of data; loss of use of money; losses which you incur as a result of a failure by you to comply with your obligations under these Terms, including without limitation, third party charges which are raised for your account as a result of a failure to adhere to your obligations regarding the removal of SIM cards and other data.
Nothing in the Contract seeks to exclude or limit liability for death or personal injury caused by negligence.
We shall not be responsible for any errors you make in entering any details during the online process.
Cooling Off Rights & Cancellation
The "cooling-off period" refers to cases where the law gives a right to cancel an agreement, at any time within 7 working days, beginning on the day after an agreement is formed or until services begin, whichever is sooner. Once your sales order is placed online, you basically have 7 working days following that date to cancel the Contract PROVIDED ALWAYS THAT in the event that we begin our services before that time then you agree that your cooling-off right will end at that time.
You should note that we begin to undertake activity and perform services as soon as we receive your Goods and by sending your Goods, you agree that we may begin such work immediately. We will not, therefore, return your Goods and you will not be able to cancel the Contract and your cooling off rights will no longer apply once we receive your Goods and we will not be able to return your Goods. We are happy however to return your Goods if, when we receive it, we find that it has a lesser value than originally stated due to the device not meeting our Testing Criteria and you confirm that you do not wish to sell your Goods. If your goods pass our criteria and a reduced price is offered for any other reason we are unable to return your device under any circumstances. Other circumstances for cancellation are in accordance with these Terms.
You may cancel the contract with us with the "cooling- off period", providing:
- the contract was negotiated and concluded exclusively by means of distance communication (including, but not limited to, telephone, letter, fax, or email); and
- you are a natural person acting outside the purposes of any business.
To exercise your cooling-off rights, please tell us in writing (including e-mail but not telephone) that you want to do so within the cooling-off period as above.
You do not need to give us any reason for canceling or need to pay any administration charges when canceling during the cooling-off period.
Without prejudice to the next paragraph, this contract cannot be canceled after you have posted your Goods to us (outside the "cooling-off period").
We may refuse to process a sale if we think it is reasonable to do so. This may include (but is not limited to) where: we identify a valuation error on the website, or the Goods fail to meet the Testing Criteria, or you fail to submit all necessary and relevant details for us to complete the sales process, or fail to send us your Device; or where your Device is damaged or does not comply with the Terms; or it is an imitation, copy or otherwise a non-genuine make or model.
If you inform us that you no longer wish to send your Goods, we will remove your sales order from our system so that we know you will not be sending your Goods and so that you are removed from our reminder system. In those circumstances, you will not be entitled to any payment from us whatsoever.
Nothing shall oblige us to complete any transaction with you, make a payment or fulfill our obligation to you in accordance with these Terms if we become insolvent, enter into an arrangement with administrators or if anything similar occurs, in which case our agreement with you will end immediately.
Other Additional Charges
The following charges may also apply to your order in addition to charges mentioned elsewhere in these Terms:
1. Failure to remove or supply any user-set code or lock may result in the delay of your handset being processed. Should you be unable to supply the requested code or provide an incorrect code then your device will automatically be downgraded to the next category and the appropriate revised price offered. We will remove all user-set security (such as passwords or PIN codes) where possible, in order to allow us to test the device at an additional charge of £10. If we are unable to remove user set security you will be offered a revised lower price and we shall not retest the Device. In the event that we agree to retest the Device then this shall be at our sole discretion and subject to a charge of £10 for each attempt. Please, therefore, ensure you remove all user-set security settings before sending us your order to avoid any such charges.
2. In the event that you send us a network-locked device as an unlocked device but provide us with an unlocking code, we shall charge £10 for each attempt to unlock the device.
Accuracy of Information
We make no warranty or representation or assurances that any descriptions, texts, contents, or other details on the Site are comprehensive and accurate. We will, however, use our reasonable endeavors to provide up to date information regarding the products, price, images on the Site so far as is reasonably practicable.
Events Outside Of Our Control
We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control or due to our compliance with any applicable laws or regulations. In such circumstances, we may suspend performance of its obligations until such time as we are able to perform.
All information and site content, including but not limited to names, trade names, logos, content, texts, audio clips, graphics, button icons, data compilation, thereof, is the property of SPS Technology Services Limited and protected by all laws, including laws governing copyright and other intellectual property rights.
Unless our written consent has been provided you must not use, transfer or copy any of the information or content on this Site for public or commercial use. You acknowledge our status as the owner of the Site and all information and content within it.
Notice and communications
If we need to write to you or serve a notice on you, we will do so by either email or first-class post sent to your address detailed on the Order. If you need to write to us or serve a notice on us you should do so by first class post to our address detailed on the Order. We will notify you in this way if we change our address and you must notify us in this way if you change your address. Any notice or communication sent by either of us in this way will be presumed to have been received by the other, two (2) days after the day on which the notice or communication was posted or in the case of email on the day that it was sent.
For contract purposes, you agree that all electronic means of communication will be considered as being 'in writing' for the purposes of applicable laws that require some information and communications to be in writing and you acknowledge that all contracts, notices, information, and other communications that we provide electronically, comply with any such requirement that communications be in writing. Please check emails on a regular basis for updates on the sale of your Goods. We do not accept responsibility for any emails which are not received successfully, where the email address is incorrectly spelled or that are redirected or deleted by spam filters. It is your responsibility to ensure that you contact us should you not receive any emails within 7 days of sending your Device in.
For the avoidance of doubt should your Device be automatically downgraded as a failure on your behalf to respond to our emails, we will be unable to return any device or increase any price that may be offered.
If any of these Terms is found to be void or unenforceable by a competent authority, all other Terms will continue to apply and shall remain enforceable.
From time to time, new industry standards, guidelines, and rules may be released. We reserve the right, at any time and without notice, to change our business processes, procedures, and the Terms to adhere to such standards, guidelines, and rules.
The Contract is governed by English law and disputes under it will be decided in the courts of England or, if you live in Scotland, Wales, or Northern Ireland, the law and courts of the relevant part of the United Kingdom.
If either of us chooses not to enforce any right that it may have under the Contract it will not be prevented from relying upon that right should it choose to do so at a later date.
A person who is not a party to these Terms shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any Term which means that only we and you have rights under them. This does not affect any right or remedy of any person which exists or is available otherwise than under that Act.
Everyone deserves to work in an environment without fear of threats or abuse, should you be abusive or make threats in writing or verbally we reserve the right to cease all communication with yourself. You will forfeit your right to the return of your device and no monies will be due.
IT IS IMPORTANT YOU READ THIS PAGE IN FULL AS IT COULD AFFECT THE AMOUNT YOU WILL GET PAID, by using our services you agree to ensure your device(s) meets this Testing Criteria.
Each mobile phone or device sent should match the make and model in the order and meet the following conditions:
All accessories and chargers should be sent with all devices apart from mobile phones, only mobile phones which are New should be sent in with complete with all accessories.
To qualify for the full price your device must meet the requirements below, if your device fails to meet the criteria below, we will revalue your device and offer a revised price which you will have the option to reject and have your device returned in accordance with these Terms.
‘New’ Devices MUST:
Be complete with all original unused accessories
Never have been used or even handled or taken out of the box
Have zero usage Timers (both Data & Voice)
Be in pristine packaging, no dents, rips, writings, markings, or any other imperfections and fully free from cosmetic damage
The IMEI must be the same throughout the device.
Fully working with original hardware and official software.
Device not been modified in any way
The Following will apply to ‘Good ‘ devices:
‘Good Battery Health’ means the Device has a battery capacity of 90% or greater.
‘Any Other Imperfection’ means free from cracks, scratches, chips, marks, defects, delamination, heavy screen burn, blobs, pink hue, and pressure marks.
The Following will apply to ‘Poor‘ devices:
‘Average Wear and Tear’ means that the Device may have scratches, signs of usage, and other imperfections but there must be no chips, cracks, or dents and must not be out of shape.
‘Satisfactory Battery Health’ means the Device has a battery capacity of 80% or greater. Anything below 80% or requiring a service will be classed as a Broken Device.
‘Any Other Imperfection’ means free from cracks, delamination, heavy screen burn, blobs, pink hue, and pressure marks.
In addition to all of the above, all “New”, “Good” & “Poor” devices MUST:
Not have any significant damage - by way of example only, damage classed as significant includes (but is not limited to) :
o broken, cracked, or scratched LCD screens;
o camera function not working or camera damage;
o buttons missing from the Device or other keypad damage;
o excessive scratches, cracks, or dents;
o snapped hinges;
o charger port not working;
o microphone damage;
o earpiece damage;
o software which is faulty or defective.
Not have any stickers, labels, or other attachments of any nature on the Device and must not have any residue of any such attachment left behind.
Not have any signs of liquid contamination or have any liquid indicators triggered.
Be made of original parts only as manufactured by the manufacturer, we will offer a reduced price should we find any third party or non-genuine parts in your device. All parts of the Device must be of the original colour and not a combination of colours.
Be unlocked. We may offer a revised price if your device is locked to a particular operator/network however we will allow you to contact your operator and request the unlocking code in order to receive the agreed price less £10 for each attempt to unlock to device.
No Dust under the Screen nor under the camera.
The Following will apply to ‘Broken’ Devices:
Deductions will be made based on the severity of liquid damage or where there are signs of previous poor repairs.
Must not have any modified software or other modifications.
Shall be exempt from same-day payments, can take up to 7 days for us to process and to confirm the price or offer a revised price. This is because we need to inspect and diagnose all faults before we can judge if it can be repaired economically. We will process it as soon as we can and will email you when testing is complete.
Shall be exempt from free returns and will cost £20 to return
Must power up or show signs of powering up, it should not be completely dead, if however, we are able to bring your handset back to life, we will pay the Broken price.
The price displayed is the price we pay up to and deductions may be made depending on the faults we find.
Must not be B.E.R (Beyond Economical Repair) as we do not accept any Devices which we are unable to repair, any non-repairable devices will be given a scrap value of £0.
For Samsung Devices - In order to qualify for the Broken price, the LCD must be working, the glass above the display can be broken or missing but the display itself must function correctly. If the LCD is not working, we will pay approx. 2% of the Broken price
Any device which fails to meet these requirements will be subject to a return fee of £20 per Device (excluding Devices which are blacklisted as we are unable to return or pay for such blacklisted Devices)
Device must be able to be repaired by ourselves or any other manufacturer approved facility,
The following applies to all Grades & Conditions:
A Device shall be considered “Fails to Meet Requirements” if it falls under any of the below.
Regardless of what condition you send your device in you will receive zero value if any of the following apply to your device and it will be classed as Scrap. (We may however offer a price if we are able to salvage parts from your device (at our full discretion)) :
Physically broken in more than one piece
Has missing parts
Does not power up and is completely dead
IMEI or serial numbers are missing, tampered with, not matching, or changed.
SIM glued in
Memory card glued in
Severe Liquid ingress or damage as a result of liquid being in the Device at some time.
The original Operating System must not be missing, corrupt, or modified, e.g. jailbroken, rooted, etc and must be fully functional
Bent circuit board
Not a genuine product, e.g. counterfeit
Logged on the IMEI blacklist register*
Barred by a network*
· Not Removed from iCloud/ Samsung / Google or any other account which limits the usage of the device.
· ‘Free of any Finance’ means you must not be paying for the Device monthly as part of your contract.
Not be PIN locked, user password locked, or have any other user set password or security which prevents full operation of all functions.
Must appear in our online guide
Be of UK or GSM European specification
Not show signs of repair or attempted repair, any manufacturer security seals must be present and not tampered with in any way.
Not have any personalization on the Device be it physical on the Device or within the software.
* Such Goods may also be reported to the authorities
NOTE: If the device has the IMEI printed on a part that needs to be replaced we may have to class this as ‘Beyond Economical Repair (BER). For example, some devices have the IMEI printed on the back case. If we have to change the back case this means the IMEI on the outside would not match the one printed on the inside, which will cause problems when we come to re-sell it.
The above lists for each grade are not exhaustive and we reserve the right to amend these lists at any time. When we inspect or test your Device, we will not pay as much as the original, indicative value if we find that your Device does not comply with all these conditions.