When your device arrives with us, it undergoes a detailed quality assessment by our trained technicians to ensure it matches the condition selected when you created your order.
If our assessment finds that the device doesn't match the original description, we'll regrade it and provide a revised offer based on its actual condition and functionality.
Why does regrading happen?
It isn't always easy to identify faults or wear when valuing a device yourself. Some issues can only be identified during our testing process.
Examples include:
- Wear or damage that differs from the selected condition
- Functional faults
- Intermittent issues
- Liquid damage
- Camera faults
- Other defects that may not be immediately visible
These issues can affect the cost of refurbishing the device and, therefore, the value we're able to offer.
How is my device assessed?
All quality assessments are completed by trained technicians using industry-leading diagnostic software and testing procedures.
As part of the assessment, we'll:
- Check the cosmetic condition of the device
- Test functionality
- Identify any faults or defects
- Confirm that the device matches the condition selected on your order
For more information on our condition grading, see What condition does my Tech need to be in?.
How will I know if my device has been regraded?
If your device is regraded, we'll send you an email explaining:
- The revised offer price
- The reasons for the regrade
- How to accept or decline the revised offer
How long do I have to respond?
You'll have 14 days from the date of the email to accept or decline the revised offer.
If no response is received within 14 days, the revised offer will be automatically accepted and paid to your chosen payment method.
What happens if I accept the revised offer?
If you accept the revised offer before 2pm, payment will normally be released the same day and should clear into your account within one working day.
If you accept the revised offer after 2pm, payment will be processed the following working day.
What happens if I decline the revised offer?
If you decide not to accept the revised offer, we'll return your device to you free of charge.
Once declined:
- Your device will usually be dispatched on the next working day
- Delivery typically takes 2 to 3 working days
- We'll email you tracking information once your device has been dispatched
Need help?
If you've received a revised offer and would like to know what happens next, please see our What happens when I receive a revised offer? article or contact us for assistance.