The International Mobile Equipment Identity (IMEI) number is the 15 digit serial number unique to every mobile phone or tablet.

You can view your phone’s IMEI number on your screen if you enter *#06# on your phone’s dialler. On some devices, it’s printed on the back of the handset or under the battery.

Yes, we accept faulty phones. Answer our four simple questions on the condition of the phone to get an estimated quote.

Once we’ve assessed and tested your phone or tablet, we’ll send you an email if the quote has changed. This usually only happens if the condition of your phone or tablet doesn’t match the condition that we originally provided a quote for. If you’re unhappy with the revised quote, you can ask for the phone to be returned, free of charge.

We do not accept stolen or barred phones or tablets. We check all received gadgets via CheckMEND, a crime protection database, to ensure that each phone is not barred or registered stolen.

Any stolen, block, counterfeit or fake phones or tablets sent to us will be held by Amazon Trade-in and reported to the police with outreference to you. No payment will be made and the phone or tablet will not be returned.

If you believe your phone or tablet has been blocked in error, please email support@checkmend.com and use the certificate ID in the email sent to you to request the reason for the block. If you have a genuine reason to have this block lifted, please contact your network provider who can amend the status of the report.

If your phone or tablet a bit too old or damaged to have a resale value you can still send your device in to us for it to be recycled or reused.

If you have an Apple device with iOS 7 or a later version, your device will be locked to your iCloud account. This needs to be removed before sending your iPhone, iPad, iWatch or MacBook to us. For instructions on how to remove the lock, please click here.
If it’s an Android device, please remove all associated Google ID and manufacturer (e.g. Samsung) accounts. You can find out how to do this by using this link.

We only need your IMEI number to check your make and model and whether you have any activation locks, such as Find My Phone. We are not accessing your personal data.

Amazon Trade-in is run by our logistics partner Ingram Micro Lifecycle. You will send your device direct to Ingram Micro Lifecycle, they will assess the device once they receive it and payment to your bank account will be made directly by them. If you have any further questions you can send an email to Amazontradein@ingrammicro.com

Please make sure you have removed your SIM from your old phone or tablet before you send it to us.

This is important as it contains all of your personal details. We cannot accept liability if you send your phone or tablet with a SIM still inside. Any SIMs received will be destroyed safely and securely.

We won’t be able to return your SIM if you send to us by accident. Also be sure to remove any external memory cards (i.e. MicroSD cards). We are unable to send memory cards back if you leave one in your phone. Memory cards will be disposed of securely.

We are doing our bit for the environment, so ask that you use packaging you have at home. You must send the device using the provided pre-paid Royal Mail shipping label or QR code that we will send you on your order confirmation email. We recommend you send any high value devices by registered post (Royal Mail Special Delivery). Remember to keep your tracking number for your reference.

If you’d like to send the phone or tablet off quickly and you have a printer available, you can print the Freepost Label attached to the order confirmation. Remember to wrap up the phone securely to protect it from damage and stick the label to your parcel. Write your reference number on the label and then take it to your local Post Office.

We’ll let you know when we receive your phone by sending you an email. You can also track your phone using the Royal Mail tracking number on your proof of postage.

When we receive your device, we’ll assess and test it. If there’s a difference in model or condition that changes the quote, we’ll contact you by email with a new offer. If you’re unhappy with this quote, you’ll have 48 hours to reject the quote and ask for the device to be returned free of charge.

Payment will be processed 48 hours after we receive your device. Depending on the payment option you’ve chosen, this can take up to 5 business days to appear in your account.

If your device has been inspected and a revised quote sent to you by email, you have 48 hours to reject the quote if you’re unhappy with it. Simply email us on Amazontradein@ingrammicro.com and we’ll return your device to you via courier free of charge.

If we don’t hear from you, we’ll assume that you’ve accepted the new quote and will process payment to your selected payment option.

You can check the status of any of your orders by logging in to your Amazon Trade-in account and selecting track my order. Remember your Amazon Trade-in account is different from your Amazon login/ Amazon ID.