Terms and Conditions

1. About these terms

These terms govern the relationship between you and WE BUY BACK LTD when you use our website, ask us to value a product or place an order. They are intended to explain the transaction fairly and in plain English.

1.1 Who we are

WE BUY BACK LTD is registered in England and Wales under company number 16713774. Our registered office is 11 The Crofts, Rotherham, England, S60 2DJ. The current director is Zohab Khan. We Buy Back is an online UK product buyback and recycling service.

1.2 How to contact us

You can use the terms question form at the end of this page, visit Contact Us, email [email protected] or call 0114 698 4201. If you contact us about an order, include the order reference and the email address used at checkout.

Our Privacy Policy explains how we handle personal information. Our GDPR and Data Rights page explains how to exercise your rights over that information.

2. Who can use We Buy Back

You may place a standard website order as an individual, or on behalf of a business or organisation, if you are at least 18 years old, use a United Kingdom address, are legally able to enter into this agreement and have authority to bind any organisation you name.

By placing an order, you confirm that:

• you own every product in the order or have the legal owner's full authority to sell it;
• the product has not been reported lost or stolen;
• the product is not subject to an unresolved insurance claim, hire agreement or finance obligation that prevents its sale; and
• the information you give us is accurate and not deliberately misleading.

2.1 Business and corporate orders

These terms govern an organisation that uses the standard website checkout as a business seller and accepts this version there. Separately agreed written terms may override these terms for a particular business, corporate or bulk transaction only where those separate terms are actually agreed. Organisations needing a bespoke inventory, collection, data or payment arrangement should use our Business Recycling route.

3. Quotes and order outcomes

Product values change over time. The amount shown after you select the exact product, options and condition is a preliminary quote based on the information you provide. The contract becomes binding on physical receipt as explained in section 4; inspection then confirms the final amount.

3.1 Three possible outcomes

Cash quote

An amount we expect to pay if the product matches the selections and condition you submitted.

Free recycling

An exact £0.00 outcome for responsible recycling without a charge or payment.

Unavailable

We are not currently accepting that product, option and condition combination for payment or recycling.

3.2 “Up to” prices

An “up to” amount on a category, brand, search or product card is the highest possible preliminary quote for a qualifying version and condition. It is not the quote for every product or condition. Your specific preliminary quote appears only after the required selections are completed on the product page.

3.3 How long a quote lasts

Your preliminary quote is held for 14 calendar days from the date you place the order, matching the notice shown at checkout. If the product arrives after that period, it may be valued using the current price when it is received. A lower current price is treated as a revised offer that you may accept or decline.

4. Orders and cancellation

Checkout creates a non-binding order record and order number. The order becomes binding only when the device is physically received by We Buy Back. Checkout does not transfer ownership or confirm the preliminary quote as the final amount.

4.1 Before physical receipt

You can cancel free of charge at any time before We Buy Back physically receives the device. If you have not sent it, you can simply choose not to continue or contact us to close the order. If it is already with a carrier, contact us promptly and keep your proof of posting or collection.

4.2 Returns after receipt

After physical receipt, contact us promptly with the order number so the team can explain the available next step. A right to decline a revised offer and request the product back is described separately in section 7. A device may need to be held or handled differently where return would be unlawful or unsafe or there is a genuine ownership concern.

4.3 Correcting a genuine mistake

A genuine mistake after submission, including the wrong device, condition or address, can be corrected by phone, email or the contact form; we will update the order accordingly. Ask separately about changing a postage choice or payment destination: whether that change is possible depends on how far the parcel or payment has progressed.

4.4 After acceptance

Once inspection has confirmed the product and final amount and payment has been initiated, the sale is normally complete. This post-inspection confirmation is not a later contract-formation step: the contract became binding on physical receipt. This does not remove any legal right that cannot lawfully be excluded.

5. Sending your device

You choose one of the available postage methods at checkout. The detailed journey for each method is explained on our Postage Methods and How to Post pages.

5.1 Self Post

You arrange and pay for delivery using Royal Mail, Parcelforce, DHL, FedEx, UPS, another courier or a suitable private delivery service. Use a tracked service, package the product safely and keep evidence of handover until the order is completed. Responsibility for making a claim against a customer-arranged carrier normally remains with you.

5.2 Royal Mail Free Post

Where Royal Mail Free Post is offered for the order, its documents provide a returns label or QR-code route and We Buy Back pays the postage charge. Apply only the correct label, cover old labels and barcodes, and obtain a Certificate of Posting or equivalent acceptance evidence when handing over the parcel.

5.3 Royal Mail Free Collection

Where Royal Mail Free Collection is offered for the order, the order confirmation links to the Royal Mail return portal used to request collection. Have the parcel sealed and ready at the agreed collection time and keep the booking and collection confirmation.

5.4 Matching the parcel to your order

Put the Order Confirmation inside the parcel. It serves as the order slip and helps us match the parcel to the correct order. If an agreed order is split across more than one parcel, include an Order Confirmation in each parcel.

6. Inspection

We inspect each product after it arrives. The inspection establishes whether the product is the one ordered and whether its specification, condition and security status match the information provided.

The inspection may include:

• checking the make, model, storage, network and other relevant specifications;
• examining cosmetic condition and physical damage;
• testing functions that can reasonably be tested;
• checking for passcodes, activation locks, account restrictions and management profiles; and
• using a device-history service such as CheckMEND to identify relevant lost, stolen, insurance, network or finance records.

We may retain inspection notes, photographs, diagnostic results and other evidence needed to explain the outcome, prevent fraud, handle a dispute and meet our legal obligations. Personal-information handling is explained in our privacy documents.

6.1 When everything matches

If the inspection confirms the product matches your order, we confirm the quoted amount and initiate the selected payment method. A free recycling order is confirmed for recycling without payment. These are post-inspection outcomes; the contract became binding on physical receipt.

7. Revised offers

If we find a material difference between the order description and the product received, we may make a revised offer. A revision is not an automatic deduction. We will explain the relevant difference and the adjusted amount.

A revision may be appropriate when, for example, the model or storage differs, the condition is materially worse than selected, an important function does not work, or a security restriction prevents normal inspection or reuse.

7.1 Your decision

You may accept the revised offer and receive the adjusted amount, or decline it and request the product back. Contact support to arrange the return. A device may instead need to be held or handled differently where return would be unlawful or unsafe or there is a genuine ownership concern.

You may accept or decline the revised amount. If you believe the inspection result is incorrect, reply using the route provided with the revised offer and explain the disputed point.

8. Payment and free recycling

Payment begins only after inspection confirms the product and final amount. The details and indicative timings for each route are also available on our Payment Methods page.

8.1 Bank Transfer

Payment is sent to the UK bank details you provide at checkout. Check the account name, account number and sort code carefully. Matching the Payment Methods page, a same-day Bacs submission is usually credited two working days later, on the entry day of the three-working-day cycle. This is an estimate rather than a guarantee because bank processing can affect when funds appear.

8.2 PayPal

Payment is sent to the PayPal email address entered at checkout. You are responsible for checking that the address is correct and connected to an account able to receive the payment. A payment sent to an incorrect or unregistered address may remain pending or be difficult to recover until PayPal releases it.

8.3 Cheque

A cheque is printed using the exact payee name supplied at checkout and sent by standard post. Check the spelling and ensure the named person can bank it. Cheques should be paid in promptly and are normally treated as valid for six months from their issue date.

8.4 Free recycling

A £0.00 order does not require payment details and no payment is made. By completing a free recycling order and sending the product, you ask us to handle it through the responsible reuse or recycling route available after inspection.

9. Devices we cannot accept

We may reject, hold or stop processing a product when accepting it would be unlawful, unsafe or impossible to verify properly.

This may include a product that:

• is reported lost or stolen, blacklisted, connected to an unresolved insurance claim or restricted by finance;
• has an active iCloud, Google, Samsung, MDM or similar security lock that prevents inspection or lawful reuse;
• is counterfeit or has been deliberately misrepresented;
• contains a swollen, leaking, punctured, burnt or otherwise unsafe battery; or
• is so severely damaged that it cannot be handled safely through our available processes.

Where ownership or criminal concerns arise, we may have to retain information, contact the person who placed the order, cooperate with a network, insurer, finance provider or law-enforcement body, or follow another process required by law. We will not promise a return where doing so would be unlawful.

10. Your responsibilities

Before posting, follow our How to Prepare Your Device guidance and make sure the information in the order remains accurate.

You are responsible for:

• backing up information you want to keep;
• signing out of accounts and removing activation locks, passcodes and management profiles;
• removing SIM cards, memory cards and accessories that are not part of the order;
• performing an appropriate factory reset where the product allows it;
• using secure packaging appropriate for the product and battery; and
• keeping postage or collection evidence until the transaction is complete.

Our data-handling process is an additional safeguard, not a replacement for your own backup and preparation. Once a product is processed, deleted information may not be recoverable.

11. Legal matters and complaints

11.1 Website content and intellectual property

The website, branding, original content and product presentation belong to WE BUY BACK LTD or its licensors. You may use the website for lawful personal use or for authorised business use through the standard website service. You must not systematically scrape prices, copy substantial product content, interfere with website security or use the service fraudulently.

11.2 Our responsibility to you

Nothing in these terms excludes or limits liability where the law does not allow that, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or rights that cannot legally be restricted. Any other limitation must be fair, transparent and proportionate to the transaction.

11.3 Complaints and dispute resolution

Please contact us first so we can investigate and try to resolve a complaint directly. Include the order reference, the outcome you are questioning and any evidence you want us to consider.

If a consumer dispute cannot be resolved directly, we will provide the information about any applicable accredited alternative dispute resolution route required under the UK framework in force at that time. We will not claim membership of or commitment to a particular ADR provider unless that arrangement has been formally made.

11.4 Governing law

These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, this does not remove any mandatory protection or right to bring proceedings available to you under the law that applies to consumers where you live.

11.5 Changes to these terms

We may update these terms when the service or law changes. The version and review date are shown at the beginning. A revised version applies to orders placed after that version is published; the terms that applied when an earlier order was placed continue to govern that order unless the law requires otherwise or both sides agree to a change.

If one part of these terms is found to be invalid or unenforceable, the remaining parts continue to apply so far as the law permits.