What if I have a problem with my trade in?

In this article

Sometimes we can’t pay the price we quoted for your trading in your device. Here’s how it works if there’s a problem with your device.

What happens if my device is lost or damaged in the post?

My device is damaged or lost

Although we pay for the postage via a prepaid envelope, it's your responsibility to make sure your device is adequately protected in the envelope and insured for loss.

Sorry, but we can't take responsibility for loss or damage.

> Read our full Trade In terms and conditions

Need to get in touch about trading in your device?
  1.  

    call 0208 732 3798
  2.  

    email eeconsumer.uk@brightstar.com

What happens if my device is damaged?

What happens if my device is damaged?

If your device is damaged when we inspect it:
  1.  

    we'll contact you by text or email with a revised quote
  2.  

    you'll have three working days to let us know if you're not happy with the revised quote
  3.  

    if we've not heard from you after the three working days is up, we'll pay the revised amount - otherwise we'll return your phone

What happens if the device I send back isn't the same model I was quoted for?

What happens if the device I send back isn't the same model I was quoted for?

If you entered the wrong device model when you signed up for Trade In, we’ll pay the amount listed on our website for the actual device model you sent. 

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