Returns & Revised Offers Policy
What happens if the phone received does not materially match the model, storage, condition, function or restriction information used for the initial valuation.
When might an offer change?
A revised valuation is not intended for minor arbitrary changes. It is used when inspection identifies a material difference from the information supplied before the device arrived.
| Difference found | Why it matters |
|---|---|
| Different model, storage or variant | The valuation must match the actual device received. |
| Undisclosed cracks or damage | The phone may belong in a different condition category. |
| Functional fault | Charging, battery, display, camera, audio or power faults can affect reuse cost and value. |
| Account / activation lock | A locked device can be impossible to reuse normally until the restriction is removed. |
| Blacklist / ownership issue | Lawful reuse or eligibility may be affected. |
If you accept the revised valuation
The trade-in can continue at the accepted amount and payment can be processed subject to the normal transaction checks.
- Reason for material difference identified.
- Revised amount communicated.
- Applicable acceptance route followed.
If you decline
Unless a different deadline is stated with the revised offer, you have 3 working days to accept or decline it. If you decline within that period, we will arrange a standard tracked UK return at no charge. Your contact and return details must be current. Different handling may be required for devices that cannot legally or safely travel by the normal route.
Reduce the chance of a revised valuation
Choose accurately
Confirm the exact model, storage and variant rather than selecting the closest-looking device.
Disclose faults
Use the condition guide and include display, battery, camera, charging, housing and power issues.
Remove restrictions
Clear activation/account locks and make sure you have the legal right to sell the device.