Grading Explained

New – Factory Sealed

Choose New if your device is completely unused and still sealed in its original manufacturer’s packaging.

Your device must:

• Be unopened and factory sealed.
• Have all original manufacturer’s seals intact and untampered with.
• Be in its original packaging.
• Have packaging that shows no major damage.
• Have no third-party labels attached to the original box.
• Not have been modified, repaired or altered.

If the original seals have been broken, your device may be moved into the next applicable condition.

Excellent – Like New

Choose Excellent if your device is in near-perfect cosmetic condition and looks almost like new.

Your device must:

• Have no scratches on the screen or casing.
• Have no dents, chips or cracks.
• Have no significant signs of wear.
• Be fully functional.

Simple rule: If you can see scratches, your device is not Excellent.

Good – Light Wear

Choose Good if your device has light signs of everyday use.

Your device may have:

• A very light surface scratch.
• Minor cosmetic marks from normal use.

Scratches must be surface-level and cannot be felt with a fingernail.

Your device must not have:

• Deep scratches that can be felt.
• Multiple light scratches.
• Significant dents.
• Cracks or chipped glass.
• Excessive cosmetic wear.

Simple rule: You can see a scratch, but you cannot feel them = Good.

Fair – Noticeable Wear

Choose Fair if your device has noticeable signs of use but is still fully functional.

Your device may have:

• Scratches that are clearly visible and can be felt.
• Noticeable cosmetic wear.
• Minor dents or chips.

Your device must:

• Be structurally sound.
• Have no cracked glass.
• Have no significant physical damage.
• Have no liquid damage.
• Be fully functional.

Simple rule: You can see and feel the scratches = Fair.

Faulty – Damaged or Not Fully Working

Choose Faulty if your device has significant physical damage or a functional fault.

This may include:

• Cracked front or rear glass.
• Screen defects, including dead pixels, screen burn or screen bleed.
• Touchscreen faults.
• Camera faults.
• Charging faults.
• Speaker or microphone faults.
• Faulty buttons or switches.
• Face ID or fingerprint sensor faults.
• Battery or other functional faults.
• Excessive scratches, dents or physical damage.

Apple devices must:

• Power on.
• Have a fully functional Face ID, where applicable.

The device must also:

• Be complete, including the battery.
• Be fully intact.
• Not be bent, crushed or snapped.

Simple rule:  A device with a functional fault may be graded as Faulty even if its cosmetic condition would otherwise be Excellent, Good or Fair.

Important Requirements

Unless you are selling your device as Faulty, it must be fully functional.

All devices must:

• Not be blacklisted.
• Not be subject to Asset Watch.
• Not be subject to an insurance claim.
• Not be part of an outstanding or incomplete trade-in agreement.
• Have been originally purchased within the European Union (EU).

Please note: We do not accept devices originally purchased outside the EU.

For Excellent, Good and Fair grades, the battery maximum capacity must be above 80%.

Which Devices Do We Not Accept?

Before sending your device, please check that it is eligible for sale.

We do not accept devices that are:

• Originally purchased outside the European Union (EU).
• Lost or stolen.
• Blacklisted.
• Subject to Asset Watch.
• Subject to an insurance claim.
• Part of an outstanding or incomplete trade-in agreement.
• Rental devices that you do not have the legal right to sell.

We check every device against the national CheckMEND register for potential “red flags”.

It is your responsibility to ensure that your device meets our eligibility requirements and is clear of any outstanding issues before sending it to us.

Devices From Networks and Rental Companies

Some devices supplied by mobile networks, particularly EE, may be subject to Asset Watch.

If you obtained your device through a mobile phone contract, finance agreement or rental arrangement, please check with your network or provider that you have the right to sell the device.

This is particularly important during the first 6 months of a mobile phone contract or throughout the full term of a rental agreement.

If you are unsure whether you have the right to sell your device, please check with your network or provider before sending it to us.

What Happens If My Device Is Flagged?

Every device is checked against the CheckMEND register.

If your device is found to be blacklisted, subject to Asset Watch, linked to an insurance claim or affected by another red flag, we may be unable to proceed with your sale.

If your device is flagged, we may:

• Place the device into quarantine for up to 28 days.
• Provide you with your CheckMEND certificate ID, where applicable.
• Withhold payment for up to 28 days if we believe the device may become flagged.

You will need to resolve any blacklist, Asset Watch, insurance or trade-in issues directly with your network, insurer or the relevant database provider.

We cannot proceed with the sale while your device remains red-flagged.

What Happens After 28 Days?

If your device has not been successfully cleared from the CheckMEND register within 28 days, and neither law enforcement nor the rightful owner has requested its return, you can choose one of the following options:

• Have Your Device Returned
  You can request the return of your device, subject to a £35 return handling fee.
• Have Your Device Disposed Of
  You can request that the device is disposed of without compensation.

If We Have Already Paid You

If we have already paid you for a device that is later found to be blacklisted, subject to an insurance claim or blocked due to an incomplete trade-in, you agree to repay the amount paid within 3 working days.

If payment is not returned within this timeframe, we may take further steps to recover the outstanding amount and any additional costs incurred.

Still Not Sure Which Condition to Choose?

Use the worst issue with your device to select your grade:

• Sealed and unopened → New – Factory Sealed
• No scratches, dents or chips → Excellent – Like New
• Light scratches you can see but cannot feel → Good – Light Wear
• Scratches you can see and feel → Fair – Noticeable Wear
• Cracks, serious damage or a functional fault → Faulty – Damaged or Not Fully Working

The golden rule: If your device has more than one issue, choose the condition that matches the most serious issue.