These Terms & Conditions explain the general basis on which Sell My Phones provides its phone buyback and trade-in service. They are intended to make the process clear from the initial device description through to inspection, final valuation, payment or return. Please read them before sending a handset. Nothing in these terms is intended to remove rights that cannot lawfully be excluded under applicable UK consumer law.
1. About the service
Sell My Phones is operated by UBBISOFT LTD T/A Sell My Phone, company number 13745546. Customers can use the website, tracked sending routes and our two Bristol drop-off locations: 5 Union Street, Bristol, BS1 2DD and 55 Gloucester Road, Bishopston, Bristol, BS7 8AD. The website catalogue and valuation journey are intended for devices that the customer has the legal right to sell.
2. Your device description
You are responsible for providing reasonably accurate information about the manufacturer, model, storage and condition. Where relevant, disclose significant faults such as cracked glass, display problems, camera or charging faults, liquid damage, battery issues, major housing damage or a device that does not power on. Selecting a better condition than the phone actually meets can lead to a revised valuation after inspection. Use the condition guide if you are unsure.
3. Initial valuations and market changes
A valuation given before physical inspection is based on the information supplied and the market at that time. It is not a promise that a materially different device will receive the same amount. Unless a different period is stated with the quote, an online valuation is valid for 7 calendar days from submission. The device should be handed over, collected or posted within that period. Used-device values can change after the validity period because market demand and resale prices move.
4. Ownership and right to sell
You must be 18 or over and have the legal right to sell the device, or be acting with lawful adult or organisational authority. Do not send a phone that is stolen, subject to another person’s ownership claim, or controlled by an employer, school or other organisation without permission. We may request reasonable proof of identity, address, ownership or authority where fraud-prevention or ownership checks require it. If a device is financed, network-restricted, blacklisted, managed or otherwise subject to third-party rights or restrictions, disclose that information. We may pause or refuse a trade-in where ownership or lawful use is unclear.
5. Personal data and account locks
Before sending a phone, back up any information you want to keep, sign out of cloud accounts, remove activation locks, remove your SIM and removable memory cards, and factory-reset the handset where possible. Do not send passwords or account security codes. A device that remains locked to an Apple, Google, Samsung or management account may be impossible to process normally. See the data wipe guide.
6. Packaging and sending
If you use the postal route, follow the shipping instructions provided, package the phone securely and retain tracking or proof of posting. You are responsible for taking reasonable care when preparing the parcel. Do not post a phone with a visibly unsafe or severely damaged battery through a normal service without appropriate advice. Our postage and delivery guide provides practical packing information.
7. Inspection
After the device is received, it can be checked against the information supplied. Inspection may include confirming the model and storage, examining physical condition and testing relevant functions such as the display, cameras, charging, buttons, speakers or microphones, as appropriate. Account-lock or security status may also be checked. The purpose is to establish whether the handset matches the basis of the initial valuation.
8. Revised valuation
If a material difference is found, we may issue a revised valuation. Examples include a different model or storage capacity, undisclosed cracks or faults, significant condition differences or an account restriction that affects reuse. The reason and revised amount will be communicated before completion. Unless a different deadline is stated, you have 3 working days to accept or decline a revised offer. If you decline within that period, we will arrange a standard tracked UK return at no charge, except where a device cannot legally or safely travel by the normal route or a different return arrangement was agreed in advance.
9. Payment
Payment is normally made by bank transfer after the device has been received, successfully inspected and the final amount is agreed. We aim to release payment the same working day once a trade-in is approved; where that is not possible, we aim to release it by the next working day. Bank processing times can vary after a payment leaves us. You are responsible for providing correct payment details. We do not make a hidden deduction simply for issuing the normal agreed payment.
10. Returns and rejected devices
Where a trade-in cannot be completed or a revised valuation is not accepted and a return is available under the applicable process, the device should be returned using the agreed method. Customers should make sure their contact and return information is current. There can be circumstances where a device cannot lawfully or safely be returned in the ordinary way, for example certain ownership or transport-safety issues; those cases must be handled according to the relevant law and carrier requirements.
11. Lost or delayed parcels
Keep your tracking and proof of posting. Responsibility for a parcel can depend on the sending method and the stage at which it is lost or damaged. If tracking shows an unexpected delay, contact the delivery provider and Sell My Phones with the relevant reference. Any compensation or claim rights can be subject to the terms and limits of the delivery service used.
12. Local Bristol drop-off
Local customers can use either Bristol drop-off point: 5 Union Street, Bristol, BS1 2DD or 55 Gloucester Road, Bishopston, Bristol, BS7 8AD. A local handover does not remove the need for model, condition, security and ownership checks. Store hours can differ and can change on bank holidays, so confirm the current opening time before making a special journey.
13. Website information
We aim to keep catalogue, guidance and contact information accurate, but device availability, market values and website content can change. Informational articles should not be treated as a guaranteed current price. Use the active device journey for a live valuation and contact us where an important decision depends on information that appears unclear or out of date.
14. Liability
Nothing in these terms excludes liability where it cannot lawfully be excluded. Subject to applicable law, we are not responsible for losses caused by information you provide incorrectly, failure to back up your own data before an authorised reset, or events outside our reasonable control. These terms should be interpreted together with any specific written terms supplied for a particular trade-in.
15. Changes, complaints and contact
We may update these terms to reflect changes in the service, law or operational process. The version published when you use the service is the version you should review. If you have a question or complaint, contact Sell My Phones on 07 37777 1745, email info@sellmyphones.co.uk, or write to 5 Union Street, Bristol, BS1 2DD.
- Read our Inspection, Payment, Revised Offers & Returns policy for the detailed inspection and revised-valuation process.
- Use our Contact & Customer Support page if you need a transaction reviewed or want to raise a complaint.
- See the FAQs, Condition Guide and How It Works page before sending a device.
Nothing in these terms is intended to exclude or restrict rights that cannot lawfully be excluded under applicable UK law.