Question 1

What is a second-hand phone?

Accepted Answer

A second-hand phone is a previously owned device that has been fully tested, restored to working order and certified to a defined quality standard. Every second-hand phone we list goes through a 90-point check before being graded and warrantied.

Question 2

Are second-hand phones reliable?

Accepted Answer

Yes — when bought from a reputable specialist they're as reliable as buying new. Every phone we sell is tested across hardware, battery and connectivity, then backed by a 12-month UK warranty.

Question 3

What's the difference between second-hand, used and second-hand?

Accepted Answer

'Used' or 'second-hand' usually means as-is, no warranty. 'Second-hand' means the device has been professionally tested, repaired where needed, certified and warrantied.

Question 4

Do second-hand phones come with the original box?

Accepted Answer

Second-hand devices ship in our own custom-fit recyclable packaging rather than the original retail box. The phone itself is the same — minus the unnecessary plastic.

Question 5

How much can I save buying second-hand?

Accepted Answer

Typically between 30% and 75% versus the brand new RRP, depending on the model, age and condition you choose.

Question 6

Are your prices live?

Accepted Answer

Yes. Storage and condition pills show the lowest live UK price on our partner network the moment you click — there's no waiting until checkout to find the real number.

Question 7

Can I pay in instalments?

Accepted Answer

Yes — Klarna and Clearpay are available at checkout, alongside the usual Visa, Mastercard, PayPal, Apple Pay and Google Pay options.

Question 8

Do you offer student discounts?

Accepted Answer

We don't currently run a separate student programme, but our second-hand prices already beat most student deals on new devices.

Question 9

What condition grades do you offer?

Accepted Answer

Like New, Pristine, Very Good and Good — all fully tested, all warrantied. The grade affects cosmetic appearance only, not functionality.

Question 10

What does 85%+ battery health mean?

Accepted Answer

Every battery is tested under load before the phone ships. We guarantee a minimum of 85% capacity versus a brand new battery — the industry average is just 80%.

Question 11

Will my phone look new?

Accepted Answer

Like New and Pristine grades are virtually indistinguishable from new. Very Good shows light marks on close inspection. Good shows visible wear but is fully working.

Question 12

Are second-hand phones unlocked?

Accepted Answer

Yes. Every device we list is fully unlocked to all UK networks and ready to use with any SIM, including eSIM where supported.

Question 13

How long is the warranty?

Accepted Answer

12 months as standard on every second-hand phone, upgradable to 24 months at checkout.

Question 14

Does the warranty cover battery health?

Accepted Answer

Yes — if your battery drops below the 85% promise during the warranty period through normal use, we'll repair or replace under warranty.

Question 15

What's not covered?

Accepted Answer

Accidental damage, liquid damage, jailbreak/root issues and damage caused by unauthorised repairs aren't covered. Full details on our warranty page.

Question 16

How do I claim?

Accepted Answer

Email our team with your order number. We'll send a free returns label and aim to repair, replace or refund within 5 working days of the device arriving.

Question 17

Is delivery really free?

Accepted Answer

Yes — free standard delivery on every order over £30 and free next-day delivery on orders over £150.

Question 18

How long does delivery take?

Accepted Answer

Next-day on orders over £150 ordered before 4pm Mon–Fri. Standard delivery is 2–3 working days.

Question 19

Do you ship outside the UK?

Accepted Answer

Not yet. We currently only ship within mainland UK, Northern Ireland, the Isle of Man and the Channel Islands.

Question 20

Will I get tracking?

Accepted Answer

Yes — every order ships with a tracking number sent automatically by email when the phone leaves the workshop.

Question 21

Can I return a second-hand phone if I change my mind?

Accepted Answer

Yes — you have a full 45 days from delivery to return any phone for a no-quibble refund.

Question 22

Are returns free?

Accepted Answer

Returns for confirmed faults are free. Change-of-mind returns within 45 days are at your cost (typically about £4 via Royal Mail Tracked).

Question 23

How fast do refunds clear?

Accepted Answer

Refunds are processed within 3 working days of the device arriving back, then typically clear in your account within 5–7 working days.

Question 24

Can I sell my old phone?

Accepted Answer

Yes — we accept any working or damaged smartphone from every major brand. Get an instant quote on our trade-in page.

Question 25

How quickly do I get paid?

Accepted Answer

Payment is sent within 24 hours of your device arriving and passing inspection. Bank transfers usually clear the next working day.

Question 26

Is the postage free?

Accepted Answer

Yes — we send you a pre-paid Royal Mail label as soon as you accept your quote.

Question 27

Do I need an account to buy?

Accepted Answer

No — guest checkout is fully supported. Creating an account just makes it faster to track orders and request returns.

Question 28

Can I change my order after placing it?

Accepted Answer

If your order hasn't shipped yet, email our team and we'll do our best to amend it. Once dispatched, it's easier to refuse delivery or return.

Question 29

How do I track my order?

Accepted Answer

You'll get an email with a tracking link the moment your phone is dispatched.

Frequently asked questions

About second-hand phones

Buying & pricing

Condition & quality

Warranty

Delivery

Returns

Trade-in

Account & orders

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