Trade in

Yes, you can trade in a device if it’s damaged or faulty, but it must not have been crushed, and the software must not be locked. 

Yes, you can still trade in a phone or device with a cracked screen. 

Yes, it’s fine to trade in a device that’s been used on another network.

You can, but you should check the terms of your contract first. If you’re still paying off a device loan, you can trade in and use the trade-in value to pay off that loan. If you trade in without paying off the loan, you will still be obliged to keep making payments until the loan is repaid.

Yes, you can trade in if you visit us in-store to trade in a phone and to either put the cost towards a new device or have the money transferred to your account. Find your local store. 

IMEI stands for International Mobile Equipment Identity. It’s a unique serial number that’s given to electronic devices, like smartphones and tablets.

Here’s how to find your IMEI. 

You’ll receive an email with instructions on how to send your device back to us. Please follow the instructions carefully so your device reaches us safely – and make sure you get a postage receipt. 

When your device arrives with us, we’ll grade it for quality. If the device is as described, we’ll process your payment by either reducing your monthly device plan payment, or sending money to your account.

If we grade your device at a lower tier than you described, we’ll contact you and offer you a new quote. 

Once we’ve received your device, it usually takes a couple of working days for us to grade and apply your discount or process your payment. If your device is not as described, and gets a different grading from us, it may take a little longer for you to hear from us. 

If when we check your phone we give it a lower grade, we’ll send you an email to offer you a new quote.

This new quote is valid for 48 hours. If you accept the quote, we’ll apply the discount to your plan or process your payment. 

If you decline the quote, we’ll send the device back to you. It should reach you within 3 – 5 working days.

If we don’t hear from you within 48 hours of our email, your quote will be automatically accepted and we’ll move ahead with your trade-in.  

Yes, you can recycle your device here.  

Yes, make sure you remove your SIM before sending your device to us.

Yes, please back up your data before sending your device to us and reset your device to its factory settings. 

Yes, it’s very important that you perform a factory reset on your device before sending it to us to ensure your personal data cannot be shared. Here’s how to perform a factory reset. 

It’s very important to perform a factory reset before you send your device to us. Once we receive it, we’ll make sure your phone is completely wiped of your personal data before it’s passed on to a new owner. 

You’ll also need to remove any tracking apps linked to your phone (see below).

Yes, please remove any tracking or activation locks from your device. If these are left active, the device will be discarded, and you will not receive any money or discounts from your trade-in.

All the instructions you need will be included in the email we send to you. To post the device, you can either print off a postage label at home, or arrange for the pre-paid envelope to be sent to your home address.

Please get in touch so we can look into this for you.

Please get in touch so we can send you a new one. 

Make sure you make a note of your device IMEI and make sure you get a postage receipt before you send your device to us.

You can use your postage receipt to track your order with Royal Mail.

You should hear from us in 2 – 3 days after we receive your device. If you have not heard from us for 14 days, please get in touch. 

Once your device is graded and approved, we’ll send the money to your account within 5 working days.

If your device doesn’t match the condition that you described, your trade-in value will change, which will impact how much your monthly device plan payments are reduced. We’ll contact you with a new value to check if you still want to go ahead. If you have any questions, please contact us.

You can only get your device back if your device isn’t as described and you reject the updated quote. We’ll send it back to and it should reach you within 3 – 5 working days. 

If you’ve chosen to use your trade-in value to reduce your monthly device plan payments, you’ll have the lower payment amount from your second bill onwards.