Have you received a message from us saying that we are making a new offer for your device? This means that the condition of your device differed from what you stated during the valuation. It’s unfortunate, but it’s entirely up to you what you want to do next.
Why do we adjust the offer?
We base the initial offer on the information you provide. Our specialists can only properly assess your device once we receive it. If they find something that wasn’t included in your description, we adjust the offer accordingly.
Common reasons include:
- More damage than stated: a small crack in the screen, deeper scratches or a dent in the casing.
- A technical problem: for example, a camera, speaker or button that doesn’t work properly.
- A lower battery capacity than expected.
- A different model or storage capacity from the one you stated.
- Water damage: sometimes this isn’t visible on the outside, but it is detected during the inspection.
We always explain in our email what we found.
You have two options
1. You accept the new offer
Let us know and we will pay the amount within 2 working days by bank transfer.
2. You reject the offer
We will then return your device to you free of charge, to the address you provided when registering. It won’t cost you anything.
How do I let you know my choice?
Reply to the email you received from us, or contact our service desk. Have your details to hand and we’ll sort it out for you quickly.
Couldn’t the offer be higher instead?
Yes. If your device turns out to be in better condition than you thought, we’ll let you know that too.
How can I avoid an adjusted offer?
When valuing your device, be as honest and thorough as possible about its condition. Examine your device carefully in daylight: are there any scratches on the screen or casing, is everything working properly, and has it ever been exposed to water? If your description is accurate, we will simply pay the agreed amount.
Need help?
Do you have a question about the new offer or about what we found? Our service desk will be happy to explain, on working days from 08:00 to 17:00 via WhatsApp, chat, telephone and email.