If your device doesn't match the condition selected when you created your order, we'll send you a revised offer by email. The email will explain the new offer price and provide details about why the device was regraded.
How do I accept or decline the revised offer?
When you receive your revised offer email, select the Accept/Decline link included in the message. This will take you to My Account, where you can review and respond to the offer.
Alternatively, you can:
- Sign in to My Account.
- Open My Selling Orders.
- Select the relevant order.
- Accept or decline the revised offer.
If you're unable to access the link in the email or can't respond through My Account, please contact us as soon as possible.
How long do I have to respond?
You'll have 14 days from the date of the revised offer 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, we'll complete your order and arrange payment.
- If you accept before 2pm, payment will usually be released the same day and should clear within one working day.
- If you accept after 2pm, payment will be processed on the following working day.
I accepted the revised offer by mistake. Can I change my mind?
No. Once a revised offer has been accepted, the decision can't be reversed.
Payment will be processed using the revised value and the device won't be returned.
What happens if I decline the revised offer?
If you decline the revised offer, we'll return the affected device to you free of charge.
- Devices are usually dispatched on the next working day.
- Delivery typically takes 2 to 3 working days.
- We'll email you tracking information as soon as the device has been dispatched.
Please note that we can't guarantee the return of any additional accessories or items sent with the device, such as chargers, headphones, cases, screen protectors, manuals or original packaging.
I've declined the revised offer. What happens to the rest of my order?
If the other items in your order have been accepted, we'll continue processing them as normal.
It can take up to 24 hours for the order to be completed after the revised offer has been declined.
Once payment has been issued:
- We'll notify you by email.
- Payments normally clear the next working day if the order is completed before 2pm.
- Orders completed after 2pm will usually be processed the next working day, with funds clearing the following working day.