Trade-in terms

Who we are

We buy second-hand devices under a second-hand dealer’s licence from East Renfrewshire Council, licence number [[SECOND_HAND_DEALER_LICENCE_NUMBER]].

How selling to us works

1. You tell us about your device — the model, its condition and how to reach you. Be as accurate as you can: our offer depends on it.
2. We send you an offer. A member of staff reviews your answers and sends a firm offer by the contact method you chose. Our first message is not an offer until it states a price.
3. You accept or decline. An offer comes with a link to accept. It works once and expires after seven days. If you do not accept, nothing happens and the offer lapses. You do not have to give a reason.
4. You get the device to us — we will tell you how, in person or by post. If you post it, use a tracked service and keep proof of postage; it is your risk until it reaches us.
5. We check it. We check the device matches your description, that it works as you said, and that it is clear to sell (see below).
6. We pay you the agreed amount by cash in the shop or by bank transfer, once the checks are done. We will never ask you to pay us anything to receive your money.

If the device is not as described

If the device is in worse condition than you described, or is locked, blocked or faulty in a way you didn’t tell us about, we may change our offer. We will explain why, and you can accept the new price or ask for the device back. If you ask for it back, [[TRADE_IN_RETURN_POSTAGE_POLICY]]. We will not keep your device or pay a lower price without your agreement.

What you promise

By selling us a device you confirm that:

• you own it, or you have the owner’s permission to sell it;
• it is not lost, stolen, or subject to a finance or hire agreement;
• it is not locked to an account you cannot remove (such as iCloud or a Google account), or blocked by a network;
• the details you give us are true.

Before you hand it over: back up anything you want to keep, sign out of all accounts, turn off “Find my device” and reset it. We try to wipe devices we buy, but you are responsible for removing your personal information. See our privacy notice for what we do with the details you give us.

Checks, ID and our records

The law and our licence require us to keep records of what we buy. For every purchase we record your name and address, a description of the device (including its serial number or IMEI), the price we paid, and the date. We may ask to see photo ID and proof of address before we pay you, and we may check the device against databases of lost and stolen phones. The police and council licensing officers have the right to inspect these records. We keep them for six years.

If a device is reported stolen, or we reasonably suspect it is, we may refuse to buy it, keep hold of it, and give it and your details to the police.

Because of how the law works, we may also have to keep a device for a short period before we are allowed to resell it. That does not delay your payment.

Changing your mind

Until you accept our offer you can decline it freely. If you have already posted the device and then change your mind, tell us straight away, and before we have paid you. We will arrange for it to be returned; [[TRADE_IN_RETURN_POSTAGE_POLICY]]. Once we have paid you for a device that matched your description, the sale is complete. [[TRADE_IN_CANCELLATION_SOLICITOR_CHECK]]

Our responsibility

We will take reasonable care of your device from the time it reaches us. We are responsible for loss or damage that is a foreseeable result of our not taking that care. We are not responsible for a device lost or damaged in the post before we receive it. Nothing in these terms limits any right you have by law, or our responsibility for death, personal injury caused by our negligence, or fraud.

If something goes wrong

Tell us and we will try to put it right — see our complaints procedure.