Questions about selling your phone or device?

Find your exact device, describe its condition and review the online quote. If you place an order, prepare the device, use the postage method attached to that order and follow its progress through receipt, inspection and payment.

We Buy Back lists mobile phones, tablets, laptops and smart watches. Acceptance depends on the exact product and what appears when you search, so check the live results rather than assuming every model is accepted.

Check the device settings, model information screen or original box. Storage, network and model generation can change the quotation, so do not select a similar-looking product if you are unsure.

Do not place an order against another model. Search again using the brand, model family or model number, and ask the team if the exact product still does not appear.

The online quote is preliminary. We confirm the device, specification, condition, functions and relevant account or history checks after it arrives. If something material differs, we explain the finding and the available next decision before the order continues.

No. You can review a quotation without placing an order, and placing an order does not force you to send the device. If the parcel has already been handed over, contact the team with the order reference before taking further action.

The exact model, storage, network variation and condition can affect the online quote. Inspection then checks that the device and its important functions match the information selected when the order was placed.

Use the We Buy Back definitions rather than a condition name from another website. Compare Brand New, Very Good, Average and Damaged, then choose the description that matches the device in front of you.

Some products can still receive a Damaged quotation when they have cracks, heavy wear, physical damage or functional faults. The exact product must offer that condition online, and acceptance remains subject to inspection and safe handling.

A network-locked phone may be eligible when the exact network variation is available during valuation. Choose the correct network. A network lock is different from an account lock or a device reported lost, stolen or blocked.

No. You must own the device or have the legal owner’s authority to sell it, and it must not be reported lost, stolen or connected to an unresolved claim that prevents a lawful sale.

Only proceed if you own the device, have authority to sell it and the finance, hire or network agreement does not prevent the sale. Check the agreement or ask the provider before placing an order if you are uncertain.

Yes. You can add several eligible devices to the basket before checkout. Each one keeps its own model, specification, condition and quoted amount so the order remains clear.

Checkout needs your name, contact details and UK address, followed by the details required for Bank Transfer, PayPal or Cheque. Review every payment field carefully before placing the order.

Your order number appears on the order-success page, the Order Confirmation and the confirmation email. Check the junk or spam folder if the email has not appeared, and keep the number available when asking for support.

Genuine mistakes, including a wrong device, condition or address, can be corrected after submission. Contact us by phone, email or the contact form and we will update the order accordingly.

Ask the team before handing over the parcel or before payment is released. Whether a method can be changed depends on how far the order has progressed, so include the order reference and the change you need.

If you have not sent the device, you can choose not to continue. If it is already with a carrier or has reached We Buy Back, contact support promptly so the team can explain the available next step.

Back up anything you want to keep, remove linked accounts and activation locks, use the manufacturer’s proper erase or factory-reset process, remove personal cards and leave the device at its first setup screen.

No. Deleting individual files does not prepare the whole device for another owner. Back up what you need, remove the relevant accounts and complete the official erase or factory-reset process for that model.

Remove every physical SIM and memory card before packing. Transfer, cancel or erase an eSIM using the network and manufacturer guidance that applies to your device and service.

The device may still have a Damaged option, but do not guess. Remove account access remotely where the manufacturer provides that option and contact We Buy Back before sending if personal information or an account lock may remain.

No. Never place account passwords, payment details, recovery keys or other security credentials in the parcel or an enquiry. Remove the account restriction using the official process instead.

Use a strong outer box, protect each device so it cannot move or strike another item, keep loose accessories separate and place the Order Confirmation inside. Only include accessories requested for the quoted condition or order.

Do not post or collect a device whose battery appears swollen, leaking, recalled, badly damaged or unusually hot. Keep it away from heat and flammable material, and ask the manufacturer, local authority or an appropriate battery service for safe handling advice.

The three We Buy Back routes are Royal Mail Free Post, eligible Royal Mail Free Collection and Self Post. The option attached to the order determines which label, QR, booking or address instructions you should follow.

Royal Mail Free Post and Royal Mail Free Collection are free to you when offered with the order. Self Post is arranged and paid for by you using a carrier and tracked service of your choice.

Not always. Royal Mail Free Post may provide a QR option for label printing at the approved location, and an eligible collection may offer Bring My Label. Self Post depends on the carrier and service you choose.

Use the order-success page and confirmation information created for your order. If a label or booking link is still being generated, keep that page open briefly or return using the confirmation route. Contact support if it remains unavailable.

Yes, when you choose Self Post. Use the address supplied with the order and choose a tracked service that accepts the device and installed battery. Check that the carrier’s exclusions and compensation suit the value you are sending.

The handover record and tracking reference help you follow the parcel and provide useful evidence if the carrier journey needs investigating. Keep them until the order has been received and completed.

Use your order number and the email address entered at checkout on Track My Order. Carrier tracking follows the parcel journey; We Buy Back tracking follows booking-in, inspection and the order outcome.

A carrier delivery scan and We Buy Back booking-in are separate events. The order changes to received after the parcel is opened, matched and recorded against the correct order rather than at the moment of the carrier scan.

We confirm the device, relevant specification, condition, main functions, account restrictions and relevant device-history information. The result is compared with the selections attached to the order.

A CheckMEND check helps identify relevant loss, theft, insurance or other device-history records. It supports a legitimate resale process, but the result is considered alongside the order and inspection rather than treated as the condition grade.

We explain the relevant difference and how it affects the quotation. This may involve the model, specification, condition, functions or an account restriction. The order will then show the decision available to you.

You can review the reason and accept the revised offer, or decline it and ask for the device to be returned. Use the order route provided for the decision and contact support if the explanation needs clarifying.

Payment begins after the device has arrived, been inspected and the quote has been confirmed. If a genuine difference is explained, payment begins after you accept the revised offer.

You can choose Bank Transfer to a UK bank account, PayPal to the email connected to your PayPal account, or a Cheque made payable to the exact name entered at checkout.

PayPal usually appears quickly after it is sent to an active account with the matching email. Bank Transfer follows the Bacs working-day cycle. Cheque takes longer because it must be printed, posted and cleared by your bank.

Bank Transfer needs the account name, eight-digit UK account number and six-digit sort code. PayPal needs the matching account email. Cheque needs the exact payee name that should be printed.

Contact support as soon as you notice and include the order reference. If payment has not been released, the team can review the order first. After a payment completes or a cheque is posted, recovery or replacement depends on the circumstances and cannot be promised.

Yes. Bacs processing, the payment team and postal estimates use working days. A payment released near a weekend or UK bank holiday may therefore take longer in calendar days.

Yes. Search for each exact device and add the eligible items to your basket. Mixed brands and conditions are fine, but every item should retain its own accurate product and condition selection.

Yes, when each product is listed and eligible. Add every exact item separately so its specification, condition and quote remain connected to the order.

Use Business Recycling for company, school, charity or organisational devices, especially where there is a mixed batch, workplace handover requirement or information that needs discussing before anything moves.

No. The organisation name, approximate quantity, broad device types and a short description are enough to begin. The team can then explain which further information is useful for the next step.

Yes. Describe the known device types, approximate quantity, condition mix and any account or data requirements. Do not guess individual models simply to complete the enquiry.

An eligible product may offer free responsible recycling instead of payment. If neither cash nor recycling is available, We Buy Back tells you before an order is placed rather than asking you to send it without an agreed outcome.