Terms & Conditions
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 provides a route for customers to identify a device, describe its condition and request a trade-in valuation. The service may be used through the website and, where available, through a local Bristol drop-off. Our contact point is 55 Gloucester Road, 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. Used-phone values can change as demand changes. Any validity period shown with a particular quote or communication should therefore be followed. If no specific validity period is stated, contact us before sending after a significant delay.
4. Ownership and right to sell
You must have the legal right to sell the handset. 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. If a device is financed, network-restricted, blacklisted, managed or otherwise subject to third-party rights or restrictions, disclose that information where relevant. We may be unable to complete 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 revised amount should be communicated before the trade-in is completed. The options available if you do not accept a revised valuation will be those stated in the applicable trade-in communication and these terms, subject to any rights you have under law.
9. Payment
Payment is made after the device has been received and successfully inspected and the transaction is ready to complete. You are responsible for providing correct payment details where bank information is required. We are not responsible for delays caused by incorrect details or delays within a bank or payment network that are outside our reasonable control. We do not charge a hidden deduction simply for making a normal agreed payment, but the final amount is the valuation accepted after inspection.
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
Where local drop-off is available, customers can contact us about visiting 55 Gloucester Road, Bristol, BS7 8AD during published hours, currently Monday to Friday, 9:00am–5:30pm. A local handover does not remove the need for model, condition and ownership checks. If you are travelling specifically for a trade-in, confirm the current opening time and service availability first.
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 55 Gloucester Road, Bristol, BS7 8AD. You can also review our FAQs and how it works guide before sending a device.
