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Buyback frequently asked questions!

Buyback frequently asked questions!

Rewind to just five months ago, we launched our buyback system at Repair Outlet. Since then we have had a huge demand to get all of our requests for old devices to be sold and whilst we love the success of our new service, it has caused an overwhelming amount of question's to how it works. Well now to help answer any of your question's, we have comprised a list of what we have been frequently asked since its launch. We have updated our website with a full list of FAQs on your buyback service, but because you clicked on this post, I have decided to list them below for you!

Selling Your Device

Q: What's my device worth?
A: To find out how much we will buy your device for, simply type in the model of your device on our buy back home page. Once you select your device, simply select the network and condition of the phone and we will give you an instant price.

Q: Am I going to receive the full amount that you quoted?
A: Once you have sent us your device, our buyback team will inspect the quality and whilst we would like to offer the full amount every time, we have to take into account all of the information provided to see if it matches the value of our offer.

Q: If I am not happy with the offer, how do I proceed?
A: If you feel that our offer is not fair, you can reply to the e-mail we sent in regards to our offer and request a inspection report from our customer service team. We do our best to always honour the original quote but sadly this cannot always be the case.

Q: Do you accept broken or faulty devices?
A: Yes, we accept all devices including new and faulty devices.

Q: How do I check what model my device is?
A: The model of your device is sometimes printed on the back of the device and will also be printed on the product label on the box. Alternatively, you can find the model details in the settings of your device, usually found in the about section.

Q: How do I find my IMEI number?
A: 
The IMEI number is a unique 15 digit number assigned to every phone. Sometimes this number will be printed on the back of the handset or printed on the sim card tray. You can also get the IMEI number from the device by entering *#06# on the phone's keypad.

Q: Why are some phone devices listed at very low value or at 0 value?
A: We buy a wide variety of devices, sometimes these devices are only worth a couple of pounds and some have no value at all. If the price is listed at £0 then you can still send it to use for us to recycle.

Q: Do you accept counterfeit devices?
A: We have seen an increase in counterfeit devices in the UK market. These devices can look just like genuine products, however, these devices can be dangerous as they are not manufactured to the same standards. We do not accept any non-genuine devices.

Q: Do you buy stolen devices?
A: We do not buy stolen devices. We check all devices that are sent to us using CheckMEND to ensure that they are not barred or have been registered as stolen. 

Sending In Your Device

Q: How do I send in my device?
A: Once you have placed an online order, we will send you a FREE post-in pack. This post-in back will contain the following:

  • Padded envelope 
  • Outer box
  • Mailing bag with a returns label pre-applied
  • Post-in instructions
  • Delivery Note

Once you have received your post-in pack, simply pop your device into the padded envelope, then secure the envelope into the box using the pre-applied tape to seal the box. Finally, put the box along with the delivery note into the mailing bag. 

You can then pop the sales pack into any Post Box or Post Office. Alternative you can arrange for Royal Mail to collect the pack from your address for an additional fee.

Q: I am yet to receive my free post-in pack? 
A: You should receive your post-in pack through the post within 48 hours. If you have not received this within 5 working days then it may have been lost in transit. If this is the case then please contact our customer service at buyback@repairoutlet.co.uk and we will arrange for another pack to be sent out to you.

Q: Do I need to send in the charger or accessories? 
A: If you are selling a device to us that is brand new, then you will need to send everything to us including the box. If you are selling a used device then please send the handset with the battery.

Q: Do I need to send in the sim card or memory cards? 
A: No, we only need the handset. Please do not send us any sim or memory cards. If we received a device that has the sim or memory card still installed, we will destroy the cards immediately. We are unable to return these to you and we are not liable for any charges that are incurred for the sim card.

Q: I have sent my device, how will I know when you have received it? 
A: 
We will send you an email or SMS message once the device has arrived at our processing facility. When sending the device to us using Royal Mail, it should be with us within 2-3 working days. However, sometimes it can take up to 15 days to deliver the item to us. If after the 15 day period we have not received your device then it is possible that it has been lost. In this case, we are not liable for any devices lost in the post. You will need to make a claim directly with Royal Mail using the tracking reference. You can contact Royal Mail on 08457 740740 or visit www.royalmail.com for more information.

Q: I have sent my device to you but my quote is expiring? 
A: If this has happened please do not worry, as long as you have posted the device before your expiry date then we will honour the quote given to you.

Q: I have sent my device but have changed my mind and want to receive it back? 
A: If you want to receive your device back, it depends on the situation. 
If we have had to downgrade your device for any reason and you are not happy with the offer, please let us know that you require your device back and we will send it back to you for you to receive within 2 – 3 days. If we have received your device and are happy to pay out the full amount as quoted but you still want your device back, we don’t have to return the device back to you, however, in some cases we can do this but additional charges may apply for return postage.

Getting Paid

Q: How can I get paid for my device? 
A: When selling your device to us we offer you 2 methods of payment; Bank transfer or PayPal

Q: When do I get paid? 
A: Once we have received your device we aim to send you the payment the very same day*.We will email and/or send you an SMS with confirmation of payment.*Monday to Friday, excluding all public holidays. Same day payment does not apply to orders received to us after 2pm and in events that are out of our control.

Your Orders

Q: How do I view my order history and status? 
A: You can view your order history by logging into your account. Once you have logged in you can view your full order history under the 'My Account' section. Alternatively, you can check the status of any order by entering your order number into the 'Track Order' section.

Q: How long is my quote valid for? 
A: 
Your quote/order is valid for 14 days from the day we confirm the order and send out the post-in pack. This gives you plenty of time to get the device to us, however, we always recommend you do this as soon as possible. This ensures you get the quoted price and are receive your payment quicker.

Q: I've given you the incorrect model or condition, what can I do? 
A: 
If you feel you have made a mistake with either the model or grading of your device you can contact our customer service team at buyback@repairoutlet.co.uk and we will be happy to change the details on your order. If, when we receive your device, we find that the model or condition is different to what is specified on the order we will amend your order and send you an email/SMS with the amended quote. You will then have 14 days to accept the revised offer or we can send the device back to you free of charge. If we do offer you a revised price due to an incorrect model or condition, you can request a inspection report from our customer service team.

Q: I've forgotten to include the delivery note? 
A: 
If you have forgotten to include the delivery note when sending the device to us, please do not worry. We can usually find the order using the details on the postage label. Please note that if the delivery note is missing this may cause a delay in processing your order.

We hope this helps! If of course we haven't answered your query from our list below, then you can of course contact our customer service team on 0800 970 9427, or alternatively you can e-mail sales@repairoutlet.co.uk or hop on to our live chat, where one of our friendly customer service agents will be happy to help! 

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