Terms of Service
These terms govern your use of our buyback service. They cover quotes and offers, how we grade your device, payment timing, returns, and what to do if something goes wrong. Please read them before submitting a device.
About these terms
These terms form the agreement between you and ReGraded when you use our trade-in service. By booking a trade-in or sending us a device, you accept these terms.
If you don't agree to any part of them, please don't proceed — you're free to use a competing service or simply not sell us your device.
Our quote and offer
The price displayed when you select a device, condition and storage option is our offer to buy the device at that price, conditional on the device matching the condition you described. The offer is valid for the period shown at the point of booking (typically 14 days) and is locked in when you complete the booking.
If the device condition on arrival differs from what you selected, we may revise the offer downward. See "Device condition and grading" below for how disputes are handled.
Sending us your device
After booking, we'll send you a free pre-paid Royal Mail postage label by email or post. The label is tracked from the moment Royal Mail scans it in.
You're responsible for packaging the device safely. We recommend padded packaging that protects the screen and corners — a padded envelope with bubble wrap, or a small box with packing material. We will not be liable for damage caused by inadequate packaging that occurs in transit.
Please disable any device locks (iCloud / Find My iPhone, Samsung Reactivation Lock, Google FRP) before sending. Devices that arrive with active locks cannot be processed until they are remotely removed — we'll contact you with instructions if that happens.
Device condition and grading
When your device arrives we inspect it, test all functions, and grade it against the condition you selected. If the device matches, your offer is locked and we move it to payment. If it doesn't match, we'll contact you with photos, a written explanation of the discrepancy, and a revised offer.
The most common reasons for a revised offer are: cracked or scratched screens that weren't disclosed; non-original parts (e.g. third-party replacement screen); function faults (non-working buttons, camera, battery); and missing accessories where they were quoted as included.
You have seven days to respond to a revised offer. You can accept it (we'll pay the new amount), decline it (we'll either return the device free of charge or charge a return fee — see "Returns" below), or request a free return.
Payment
Once your device passes our grading process and you've accepted any revised offer, we initiate payment to the bank account or PayPal address you provided at booking. Same-day or next-working-day payment is standard depending on the time we complete grading.
Payment is final once cleared funds reach your account. We do not reverse payments at our discretion — disputes about payment should be raised within five working days via our support channel.
Payment details you provide are encrypted at rest and only used for this specific payment. We do not retain them for future use without your separate consent.
Returns and return fees
If you decline a revised offer, you can have the device returned. The first return within any 12-month period is free of charge — we'll cover the return postage and ship the device back within five working days.
Subsequent returns may incur a return fee that covers postage, packaging and handling. You'll be told the fee amount and asked to pay it before we dispatch — typically £4.99 to £9.99 depending on device size. Devices not collected or paid for within 30 days of a decline are subject to disposal.
We do not return devices that arrive unsolicited (without a booking reference) or that are flagged as lost, stolen or in a fraud database.
Locked, lost or stolen devices
Devices reported lost or stolen, or flagged on the CheckMEND industry blocklist, cannot be paid for. If we identify such a device in our grading process we are obliged to retain it for 28 days while we contact the registered owner and (if applicable) the relevant police force. After 28 days unclaimed devices are securely destroyed.
Devices with active iCloud / FRP / Samsung Reactivation Lock require you to remove the lock remotely before we can process them. We'll email you instructions when this happens. If the lock cannot be removed within 14 days, we'll either return the device (subject to the return-fee rules above) or, with your consent, dispose of it.
Lost or damaged in transit
Once Royal Mail scans your parcel in, it's covered by their compensation scheme up to a standard limit. If your parcel is lost in transit (no scan within 10 working days of dispatch) we'll work with you to claim that compensation and credit you for the loss.
If a device arrives damaged in transit (e.g. screen cracked due to packaging failure), we'll grade it on its actual arrival condition and apply the revised-offer process above. We may also help you raise a Royal Mail claim if the damage looks like a transit issue.
Our liability
Our liability to you is limited to the value of the device you sent us, except in the case of death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited by law.
We are not liable for loss of data on devices sent to us. You are responsible for backing up and erasing any data before posting your device — once a device is received we factory-reset it as part of our standard process.
Changes and cancellation
We may update these terms occasionally. The version that applies to your trade-in is the one in force when you booked it, not any later revision.
You can cancel a booking at any point before your device arrives at our facility — just let us know via email. Once we've received and graded the device, the offer (or revised offer, if applicable) stands.
These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
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