FAQs - Broken Fones | Your Questions Answered

To begin the buyback process, visit our website to sell your Apple or Samsung devices and select your device model, memory, network and condition. We will then give you an instant quote for your device.

Before sending your device, make sure to back up any personal data, perform a factory reset to erase your data, and remove any SIM or memory cards. Ensure your device is packaged securely to avoid any damage during shipping.

The final buyback price is determined based on the condition of your device as you described it when requesting an estimate. When we receive your device, our technicians will conduct a detailed inspection. If the device's condition matches your description, we will honour the full price as initially quoted. If there are discrepancies between your description and the device's actual condition, we will re-evaluate the offer and inform you before proceeding.

If you're not satisfied with the final offer, you can choose to decline it. In this case, we will return your device to you at no additional cost.

The buyback process is swift and efficient. Once you submit your device details and send us your device, the key stages include shipping and inspection. After we receive and inspect your device, we guarantee to process your payment within 24 hours, ensuring a prompt and hassle-free experience. The overall timeframe from submission to payment completion is 2-3 days, but we strive to expedite each step for your convenience.

Broken Fones specializes exclusively in buying back mobile phones. We accept phones that may have cosmetic damage or functional faults. Each phone is assessed based on our specific criteria to ensure a fair valuation.

For your convenience and security, we process all payments through bank transfer. Once the final buyback price is agreed upon and your device has been assessed, we will promptly transfer the payment directly to your bank account.

No, there is no set limit. You can sell multiple devices as long as each device meets our buyback criteria.

At Broken Fones, the value of your mobile phone is determined based on the condition you select on our website. Our system provides an immediate estimate based on this information. As long as your phone is received in the condition you've selected, we will honour the price quoted on our website.

Yes, our website offers an instant valuation service. Just input the details of your phone, and our system will provide you with an estimate based on the condition you select.

If we receive your phone and find that its condition differs from your online selection, we will contact you to discuss a revised valuation. We strive for transparency and fairness in such situations.

In the rare case where we need to revise the valuation due to a discrepancy in the condition of the phone, you will have the option to accept the new offer or have your phone returned to you at no extra cost.

Before shipping, ensure your phone is securely packaged to prevent damage during transit. Use protective material like bubble wrap and a sturdy box. Also, make sure to remove any SIM or memory cards and back up your data.

Yes, once you accept our online valuation, Broken Fones will provide a prepaid shipping label. You can use this label to send your phone to us without any shipping costs.

After securing your phone in protective packaging and attaching the prepaid shipping label, drop the package off at your nearest post office.

We recommend shipping your phone as soon as possible after receiving the shipping label to expedite the buyback process. Typically, we advise sending the device within 14 days of receiving the label.

Once you've shipped your phone, you can track its journey using the tracking number provided with the prepaid shipping label. This will give you peace of mind and an estimated arrival date at our facility.

Please do not include any unauthorized accessories or unrelated items in the package. Only send the phone and any requested accessories as per our buyback agreement.

We use Royal Mail Tracked 48 service for shipping, which typically delivers within 2-3 days. This efficient service ensures your phone reaches us promptly. You can use the tracking number provided to monitor your shipment's progress and get a more accurate estimate of its arrival at our facility.

At Broken Fones, we process all payments through direct bank transfers. When you complete the checkout process, you will be asked to provide your bank account details for us to transfer your payment.

Our aim is to process your payment swiftly. Once we receive and verify your device, we typically send the payment to your bank account within 24 hours. This ensures a quick and efficient transaction for your convenience.

No, there are no hidden fees or deductions. The amount agreed upon based on your phone’s condition at the time of the online valuation is the exact amount you will receive.

Once the payment is processed and sent to your bank account, you will receive a confirmation email from us. Additionally, you should see the amount reflected in your bank account based on your bank’s processing times.

It is crucial to provide the correct bank account details at checkout. If you need to change these details, please contact us as soon as possible before the payment is processed. We will do our best to accommodate your request.

Yes, it is safe to provide your bank details. We use secure systems to process transactions and protect your personal information. Your privacy and security are paramount to us.

Yes, once the payment is made, you will receive an email confirmation from us. This serves as a receipt for the transaction, detailing the amount transferred and other relevant information.

In the unlikely event of an issue with the bank transfer, we will contact you to resolve the matter. We are committed to ensuring a smooth and hassle-free payment process.

Before sending your phone, it’s important to back up any personal data and then perform a factory reset to erase all your data. This step ensures your personal information is protected and the phone is ready for assessment.

Yes, as an additional safeguard, Broken Fones conducts a thorough data wiping process on all devices received. However, we strongly recommend that you erase all personal data before sending your device to us.

Any data remaining on devices upon receipt is securely and permanently erased. We adhere to strict data protection protocols to ensure customer privacy and security.

Absolutely. We prioritize the security and confidentiality of your personal information. Any details you provide, including contact and bank information, are handled with the utmost care and protected using advanced security measures.

While we ensure data deletion and confidentiality, we encourage all customers to erase sensitive information from their devices before sending them. This is the best practice to guarantee your data’s security.

Broken Fones adheres to all relevant data protection and privacy laws. Our policies are designed to safeguard your personal information and ensure compliance with legal standards.

We retain your personal information only as long as necessary for the purposes of the transaction and in compliance with our data retention policies. Once no longer needed, your information is securely deleted.

Broken Fones does not share your personal information with third parties, except as necessary to complete the buyback transaction (such as for shipping or payment processing) or as required by law.

If you have any concerns regarding data privacy and security, please feel free to contact our customer service team. We are committed to addressing your concerns and providing clear, reassuring answers.

At Broken Fones, we accept devices in various conditions to ensure you get a fair deal. The basic criteria for devices we accept include:

• In One Piece: Your device must have no missing parts or components, regardless of its condition.
• Must Turn On: Devices need to power on. We cannot accept phones with motherboard faults.
• No Water Damage: Phones must not have suffered from water damage.
• Account Locks: Any iCloud, Samsung, or Google Accounts should be removed before sending your device.
• Network Locks: Devices should be free from Non-UK network locks.

This category is for phones that are operational despite showing signs of wear. We accept:

• Cosmetic Damage: Such as dents, scratches, or other visible imperfections.
• Cracked Glass: Acceptable as long as the LCD screen is fully operational.
• Operational LCD Screen: The screen must function properly, allowing access to all features and apps.
• Heavy Usage Signs: The phone should still be fully functional despite heavy usage.

Ideal for phones that power on but have certain issues, this category includes:

• Touch Responsiveness Issues: Problems with touch responsiveness are accepted.
• Component Level Faults: We accept faults related to the battery, camera, speakers, microphones, etc. Motherboard faults are not accepted.
• Heavy Usage Signs: The phone should be complete and functional, despite any signs of usage.

Yes, you can sell a phone with a cracked screen as long as the LCD is fully operational. This falls under our 'Cosmetic Damage - Functional' category.

Devices with battery issues are acceptable under our 'Powers On - Faulty' category, provided they meet the other criteria mentioned.

If you're uncertain about which category your phone falls into, you can contact us with a description of your device, and our team will assist you in determining the appropriate category.

Yes, phones locked to UK networks are acceptable. However, phones with Non-UK network locks are not eligible for buyback.

Broken Fones is committed to reducing electronic waste by providing a buyback service for used and damaged mobile phones. By repurposing and recycling these devices, we help minimize the environmental impact of electronic waste and promote a more sustainable approach to mobile device usage.

Phones that are not suitable for resale are responsibly recycled. We ensure that these devices are dismantled and their components are disposed of in an environmentally friendly manner, adhering to proper e-waste recycling protocols.

Yes, we prioritize environmentally friendly practices in all aspects of our operations, from minimizing paper use by conducting most transactions electronically to using eco-friendly packaging materials wherever possible.

Buying back broken phones helps the environment by reducing the number of devices that end up in landfills. It also lessens the demand for new device production, which in turn reduces the carbon footprint and resource consumption associated with manufacturing new electronics.

The best step is to sell your old or broken phone to Broken Fones. If that’s not possible, ensure you dispose of it through an accredited e-waste recycling service to prevent harmful substances from polluting the environment.

Reusing and recycling mobile phones significantly reduces environmental pollution, conserves natural resources used in phone manufacturing, and decreases greenhouse gas emissions. It’s a critical step in promoting a circular economy in the electronics industry.